An Introduction to Emotional Intelligence

ContentsA little bit about meA little bit more about the next two hoursA definition and why EI is importantPhysiological aspects of EIPsychological aspects of EI EI DevelopmentEI Assessment

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A little bit about me.• My name is Desmond Williams, Executive Assistant to the COO - J1500436• Qualifications

– BA (Honours) European Politics & Italian.– Post Graduate Degree in Human Resource Management– Graduate Member of the Chartered Institute of Personnel & Development– Certified Psychometric Assessor (Level A&B) – British Psychological Institute– Completed a 6 day ‘train the trainer’ course on Emotional Intelligence, whilst

with HayGroup Management Consultants. – Currently finishing a Masters Degree in International Management,

specialising in Healthcare Management. - More importantly, I have been working directly with people and emotions as a HR Consultant, HR Manager, and Interview coach for 12 years.

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What’s going to happen in these 2 hours?

• We will briefly introduce the concept of EI and its basic elements

• You will learn how EI’s physiological nature influences behaviour in addition to its psychological.

• You are hopefully going to learn from some interesting guest speakers and actors!

• You will be tested on what you have learned about EI

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A Definition

The term emotional intelligence was officially coined in 1990 by Salovey and Mayer

Emotional Intelligence/Quotient is “the capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions well in ourselves and in our relationships. Emotional intelligence describes abilities distinct from, but complementary to, academic intelligence.”

- Daniel Goleman (1998)

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So what’s EI and why is it important?

• Some research shows that IQ can help you to be successful to the extent of 20 percent only in life. The rest of 80 percent success depends on your EQ. 20%

IQ

80% EQ

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Fariselli, L. & Freedman, j. ‘Stress, Emotional Intelligence and Performance in Healthcare’ (2008)

Importance of EI to Organizations, too

• 50% of work satisfaction is determined by the relationship a worker has with… his/her boss.

• A large hospital reduced turnover of critical-care nurses from 65 to 15 percent within 18 months of instituting an emotional intelligence screening assessment. (http://jamesdambrosio.com/2011/01/31/evidence-suggests-emotional-intelligence-increases-productivity/)

• EI is a prerequisite for effective leadership across borders.– Requires a high level of self-mastery and people skills;

ability to put yourself into the positions of others.

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Where we want to be…the Goal

EQ

Thinking Part

Feeling Part

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EQ/EI refers to emotional management skills which provide competence to balance emotions and reason, so as to maximize long term effectiveness & happiness.

TWO VIEW POINTS ABOUT EQTraditionalistssay that emotions

High performerssay that emotions

Distract usIncrease our vulnerabilityCloud our judgmentInhibit free flow of data Must be controlled

Motivate usIncrease our confidenceSpeed our analysisBuild trustProvide vital feedbackMust be managed

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Is EI something new?

No…it has always been there…we just have been better at defining it…

“That man is disciplined and happy who can prevail over the turmoil that springs from desire and anger, here on earth …” Hindu text Bhagavad-Gita, 1000 B.C.E

There are TWO dimensions of emotions:

Physiological side: ‘Emotion’ is a complex state of human mind, involving bodily changes of widespread character such as breathing, pounding heart, flushed face, sweating palms, pulse rate, gland secretions, etc. Psychological side, a state of excitement or perturbation marked by strong feelings.

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Physiology & Emotion

Why are we spending time on this?

• Its important to understand how our brains process basic and higher level emotions.

• This will increase your awareness of why we react the way we sometimes do.

• Emotion and your body have a big relationship!

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The main purpose of the innermostpart of the brain is survival – The “fight or flight response”

To Get at Emotion, Go

Deep...

The Amygdala isdeep within the most elemental partsof the brain.

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http://www.youtube.com/watch?v=-hoo_dIOP8k&list=PL178CA240E1F56721&index=7&feature=plpp_video - Goleman video 55mins(Authors@Google: Daniel Goleman)

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An Amygdala Hijack in Action!

• For example:– WRITING AN ANGRY E

MAIL IN “CAPS”…AND THEN SENDING IT!

– http://www.youtube.com/watch?v=qXY4wnrvUOI

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Therefore…Basic Emotions--presumed to be hard wired and

physiologically distinctive• Joy• Surprise• Sadness• Anger• Disgust• Fear• Empathy (Not necessarily)

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…therefore, emotion has an evolutionary basis…

– but basic emotions can overwhelm rational thinking…

High Stress Context• A hospital can at times be a complex

and stressful environment where interpersonal interactions to both patients and staff are of paramount importance. Some people thrive on this (e.g. some ER), some are overwhelmed by it.

• EI mitigates the effects of stress. Fariselli, L. & Freedman, j. ‘Stress, Emotional Intelligence and Performance in Healthcare’ (2008)

• Both Physiological & Psychological aspects at work here.

Source: Six Seconds (www.6seconds.org)18

The Psychological side of Emotion

The 4 Components of EI

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1. Self Awareness2. Self Management3. Social Awareness4. Relationship Management

http://www.youtube.com/watch?v=zVxdUqLJT6s&list=PL178CA240E1F56721&index=33&feature=plpp_video - Emotional Intelligence Part 1 8 minutes

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The 4 Components of EI

Self-Awareness

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1. emotional awareness2. accurate self assessment3. self-confidence

• The inability to notice our true feelings leaves us at their mercy.

• People with greater certainty about their feelings are better pilots of their lives

• Have a surer sense about how they feel about personal decisions.

The 4 Components of EI

Self-Awareness

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http://www.youtube.com/watch?v=bQ3HZ6DFFrM&list=PL178CA240E1F56721&index=22&feature=plpp_video – Universe and self awareness 1.30 mins

http://www.youtube.com/watch?v=0KhawDYJ9Eg&noredirectAccurate Self Assessment 3.06 mins

• Kolbe & Unique ability later

The 4 Components of EI

Self Management

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self controltrustworthinessconscientiousnessadaptabilityinnovation

Within psychology, Locus of Control is considered to be an important aspect of personality What is “Locus of Control?”

http://www.youtube.com/watch?v=u3k7lykTWTk&list=PL178CA240E1F56721&index=8&feature=plpp_video -Seinfeld Self Management

The 4 Components of EI

Social Awareness

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Empathy Organisational AwarenessService Orientation

http://www.youtube.com/watch?v=NGVSIkEi3mM&list=PL178CA240E1F56721&index=23&feature=plpp_video - Standing too close – cultural aspect?

The 4 Components of EI

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Relationship Management

empathyservice orientationdeveloping othersleveraging diversitypolitical awareness

http://www.youtube.com/watch?v=ntGROLuMq5M&feature=relmfu&noredirect=1 Emotional Intelligence – Part 2 6.31mins

26Reference: Freshman and Rubino (2004)

Which elements of EI are being displayed here?

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http://www.youtube.com/watch?v=8BBEXB1Wf9c&list=PL178CA240E1F56721&index=35&feature=plpp_video - Obama & “Romnesia”

http://www.youtube.com/watch?v=8uSyvw5RR28 – Nurse non-display/display

What types of EI are being displayed here?

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• Obama, highlighting Romney’s tendency to change his position on various policies.

• How does he relate this to the his audience?

Romnesia – What EI is happening here? http://www.youtube.com/watch?v=8BBEXB1Wf9c

Patient requesting helphttp://www.youtube.com/watch?v=8uSyvw5RR28 – Nurse non-display/display

What EI trait/traits are not being shown here…

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Emotional development

The development of EI• A genetic contribution is likely• They are not destiny (timidity)• Early expression of emotion by

parents helps learning• Early abuse hinders learning

• Poor ability to read others’ emotion may lead to the development of poor social skills.

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Value of taking time for self- awareness requires

abilities• to recognize appropriate body cues and emotions• to label cues and emotions accurately• to stay open to unpleasant as well as pleasant

emotions• includes the capacity for experiencing and

recognizing multiple and conflicting emotions

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Using emotions to maximize intellectual processing and decision

making• Self Awareness is the foundation for EI development

in everybody• “Gut feeling” can be used to effectively guide

decisions- a neurological understanding of how unconscious and conscious gut feelings guide decisions, e.g., when prioritizing, emotions help move the decisions.

• Harness emotions to promote or hinder motivation. (Anxiety, hostility, sadness)

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Developing empathy• Empathy is a feeling different from sympathy. When one is sympathetic,

one implies pity but maintains distance from another person’s feelings. Empathy is more a sense that one can truly understand or imagine the depth of another person’s feelings. It implies feeling with a person, rather than feeling sorry for a person.

• Empathy is a translation of the German term Einfühlung, meaning to feel at one with. It implies sharing the load, or “walking a mile in someone else’s shoes,” in order to appropriately understand that person’s perspective.

• In research on married couples, empathy appears to include matching the physiological changes of the other person.

socialawareness

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Developing empathy links to

• Greater emotional stability

• Greater interpersonal sensitivity

• Greater affiliation.

Developing empathy

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The danger of the nice personality

• Have you ever met a nice person, but the “ alarm bells have gone off?”

• Charisma draws in but not always to desired ends, e.g., Hitler, Jim Jones.

• Empathy can be faked; so can other emotions.

The art of social relationships--managing emotions in others

• To excel at people skills means having and using the competencies to be an effective friend, negotiator, and leader. One should be able to guide an interaction, inspire others, make others comfortable in social situations, and influence and persuade others.

socialskills

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The subtle and complex abilities which underlie people skills

• Being attuned to others’ emotions

• Promoting comfort in others through the proper use of display rules

• Using own emotional display to establish a sense of rapport

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Emotion related dysfunction• all or nothing thinking• overgeneralization• excessive worrying• worrying as magical thinking• disqualifying the position• jumping to negative

conclusions• “should” statements• labeling & mislabeling• personalization• stonewalling• criticism; contempt

• Impacts on physical health– cardiovascular disease– progression of diabetes– progression of cancer– onset of hypertension– Stress related illness

• Impacts on relationships• Impacts on mental health

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What EI trait/traits are not being shown here…

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What is this EI Cluster and trait is this guy displaying?

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There are instruments to measure EI...• Take time for mindfulness• Recognize and name emotions• ID the causes of feelings• Differentiate having the emotion and

doing something about it• Learn optimism to challenge

distortion• Learn distraction techniques• Listen to voice of experience• Develop Listening skills• Reuven’s Bar-on EQi

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My “Unique Ability” exercise• This is a Self Awareness exercise • Based on the principle that you are

particularly skilled at something that adds value to both your professional (current or future) and personal life.

• “Delegation is the key to Management” – its not outsourcing your job!

• Trends emerge, these are the areas to reflect on, discuss with close friends/relatives.

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Don’t forget…”The Goal”

Emotional Intelligence

Thinking Part

Feeling Part

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Gender Differences & Body Language

Recommended Reading

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Recommended EI Journal Articles

• Habib, S, Riaz, M, & Akram, M 2012, 'Emotional Intelligence as Predictor of Life Satisfaction among Nurses: Mediating Role of Spiritual Wellness', FWU Journal Of Social Sciences, 6, 1, pp. 73-78, Academic Search Complete, EBSCOhost, viewed 25 September 2012.

• Heffernan, M, Griffin, M, McNulty, S, & Fitzpatrick, J 2010, 'Self-compassion and emotional intelligence in nurses', International Journal Of Nursing Practice, 16, 4, pp. 366-373, CINAHL Plus, EBSCOhost, viewed 25 September 2012.

• Batool, S, & Khalid, R 2009, 'LOW EMOTIONAL INTELLIGENCE: A RISK FACTOR FOR DEPRESSION', Journal Of Pakistan Psychiatric Society, 6, 2, pp. 65-72, Academic Search Complete, EBSCOhost, viewed 25 September 2012.

• Freshman, B, & Rubino, L 2004, 'Emotional Intelligence Skills for Maintaining Social Networks in Healthcare Organizations', Hospital Topics, 82, pp. 2-9, British Library Document Supply Centre Inside Serials & Conference Proceedings, EBSCOhost, viewed 25 September 2012.

• Cadman, C. and Brewer, J. (2001), Emotional intelligence: a vital prerequisite for recruitment in nursing. Journal of Nursing Management, 9: 321–324.

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The training “Warm Glow” Effect.

Unlearnold

habits

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If we have more time…

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http://www.youtube.com/watch?v=-hoo_dIOP8k&list=PL178CA240E1F56721&index=7&feature=plpp_video - Goleman video 55mins(Authors@Google: Daniel Goleman)

http://www.youtube.com/watch?v=RrUQTq35R3A&list=PL178CA240E1F56721&index=1&feature=plpp_video Emotional Intelligence – Medical Overview