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Use Emotional Intelligence to Improve Performance as

a Manager and Leader

Illawarra Institute

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What is Emotional Intelligence?

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EI: A Collection of Skills

Recognise what others want and need

Sense what you want and need

Dovetail our wants/needs with others’

Stay calm under pressure

Act so others like to be around us

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Emotional Intelligence in Leadership

‘Emotional intelligence is much more powerful than IQ in determining who emerges as a leader. IQ is a

threshold competence. You need it, but it doesn’t make you a star. Emotional intelligence can.

Warren Bennis (1994)

‘High IQ makes you a good English professor; addinghigh EI makes you chairman of the English

Department…High IQ makes you a brilliant fiscalanalyst; adding high EI makes you CEO.’

Daniel Goleman (1997)

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Emotional Intelligence and Leadership Behaviours

Higher Levels of Emotional Intelligence are related are associated with better performance in:

Participative ManagementPutting People at easeSelf-AwarenessBalance Between personal Life and workStraightforwardness and ComposureBuilding and mending relationshipsDoing whatever it takesDecisivenessConfronting problem employeesManaging Change

Source: Center for Creative Leadership

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The Wake up Call

70% of the reasons for losing clients/customers are EI-related:– Poor service.– Poorly handled complaints.– Unpleasant interactions.– Didn’t go the extra mile.– No follow-up.– Lack of human connection Source: Center for Creative Leadership

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The Wake Up Call

75% of the reasons careers get derailed are EI-related:– Unsatisfactory team leadership

during challenging times.– Inability to handle interpersonal

issues.– Inability to adapt to change.– Inability to elicit trust

Source: Center for Creative Leadership

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The Four Steps of Emotional Intelligence

Notice what we or someone else is feeling

Identify thoughts that accompany that feeling

Where is this feeling coming from? (Insight question)

What do I want to feel (or what do I want someone else to feel) and how can I make that happen?

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Example of Emotional Intelligence

Aristotle: “Anyone can become angry – that is easy. But to be angry with the right person, to the right degree, at the right time, for the right purpose, and in the right way – that is not easy.”

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Emotional Intelligence The Conceptual Model

Self-Awareness Social Awareness

Self-Management

Relationship Management

Self

Others

Reco

gn

itio

nR

eg

ula

tion

Positive impacton others© 2000 Hay Group. All rights reserved.

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Emotional Intelligence Competencies Framework

Self-Awareness Emotional self- awareness Accurate self-assessment Self-confidence

Social Awareness• Empathy

• Organisational awareness

• Service

Self-Management Self-control Transparency Adaptability Achievement Initiative Optimism

Relationship Management

Influence Inspirational leadership Developing others Change catalyst Conflict management Teamwork

© 2000 Hay Group. All rights reserved.

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How Do EI Competencies Fit Together?

Some competencies are easier to develop (e.g., for Social Skills) than others (e.g., for Self-Awareness, Self-Management and Social Awareness).

Some competencies are more important than others.

Certain combinations of competencies may contribute to outstanding performance

One competency may compensate for another

You do not need to master every competency to be successful.

© 2000, HayGroup. Reprinted with permission.

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What’s Different Between EI & Leadership Competencies?

Differences: Leadership– Includes intellectual/cognitive and business

skills and performance– Includes technical skills and performance– May include personality traits

Difference: Emotional Intelligence– Includes managing one’s own and

influencing others’ positive outlook/mood

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What’s Similar Across EI & Leadership Competencies?

Similarities: Both include– Congruency of personal values and ethical

behavior– Self-awareness, self-management and

motivation– Awareness of others and social

environment– Building relationships and working well with

others

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Self-Awareness

Recognises how their feelings affect themselves

and othersAssess themselves realisticallyHas a deep understanding of their own

strengths, weaknesses, needs and drivesHas a firm grasp of own capability and is

confident

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Social Awareness

Knows how people are feeling

Appreciates different peoples viewpoints

Understands how organisations work

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Self-Management

Controls bad moods and emotional impulsesCreates an environment of trust and fairnessHas a strong drive to succeedLooks ahead to create opportunities and avoid

pitfalls

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Relationship Management

Is an excellent persuaderBrings conflict out in the openFinds common ground with people of all kinds Has a network in place when its time for actionWillingly collaborates across boundariesHelps people improveProvides clear direction and creates a

motivating climate for others

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Discussion

How can you strengthen competencies that are currently less-developed?

How does this information shape the way you guide and interact with others?

How can we use this information to be better leaders and managers?

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The Power of Self-Awareness

With self-awareness, person has 50-50 chance (49%) of demonstrating self-management; without it, person has virtually no chance (4%)

With self-awareness, person has 38% chance of having social awareness; without it, person has 83% chance of lacking social awareness

Source: Burckle & Boyatzis (1999)

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Low Self-Awareness

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High Self-Awareness

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Competency: Empathy

Empathy is having the ability to understand other people. It is the ability to accurately hear and understand the unspoken or partly expressed thoughts, feelings and concerns of others. It implies taking an active interest in other people’s concerns.

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People who do NOT demonstrate Empathy:

Stereotype others – see others primarily in terms of ethnic or other stereotypes

Show no understanding – misunderstand or are surprised by others’ feelings or actions

Show little understanding- show no explicit awareness of others but no evidence or serious misunderstanding

Come into conflict – clash with others based on not understanding their concerns or thoughts, even if obvious.

***These people are unable to “read” people or foresee reactions to certain situations as they “read” people based on their own feelings and actions.

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Low Empathy

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High Empathy

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Final Thoughts on Developing your EI

Ask yourself….

“Who do I want to be?”“Who am I now?”“How do I get here to there?”“How to I make the change stick?”“Who can help me?”

Adapted from Primal

Leadership: Daniel Goleman

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Questions