Excellence

Through

Emotional
Intelligence 1
Excellence

Through

Emotional
Intelligence 2
 Privilege

Are you looking for a First Class career

 Hasan S M – MSc., PGD (FEDI., AMP.)

Former Director of Studies ICAP
Consultant UNDP, APDC, PIA

MH 3
 Excellence ?
“Excellence is an art
won by training and
habituation.
We are what we
repeatedly do.
Excellence, then, is not
an act, but a habit”

Aristotle
MH 4
 Habits
Knowledge
(what to, why to)
?
Knowledge
(what to, why to)

Habits
Internalized principles
& patterns of behavior
MH 5
 Habits
Knowledge
(what to, why to)
?
Knowledge
(what to, why to)

Desire
Desire
(want to)
(want to)

Habits
Internalized principles
& patterns of behavior
MH 6
 Habits
Knowledge
(what to, why to)
?
Knowledge
(what to, why to)

Skills Desire
Desire
(want to)
(how to)
(want to)

Habits
Internalized principles
& patterns of behavior
MH 7
 Habits
Knowledge
(what to, why to)
?
Knowledge
(what to, why to)
Habits
Skills Desire
Desire
(how to) (want to)
(want to)

Habits
Internalized principles
& patterns of behavior
MH 8
 Excellence
Oper ation al Ex cellence ? is defined
as:
 Consistently providing the highest
quality service excellence to our
customers
 At the lowest possible cost while
achieving above average returns.
 Quality Assurance initiatives are key
elements in support of this goal
Excellence is content less and
therefore its measurement can only
be against certain benchmarks
MH 9
 Who Should We Benchmark
With?
• Internal benchmarking
internal benchmarking is likely to
meet with less resistance from
managers
• Benchmarking with competitors
(international benchmarking)
those competitors who are
performing better than us
• Best in the Industry
with Industry leaders who achieved
the best performance
• Cross Industry
MH
some measures could be compared 10
 ASK to Develop Excellence

• A ttitude

• S kills

•K
nowledge

MH 11
 ASK to Develop Excellence

S kills + K nowledge = C
ompetence
Excellenc
e
+
A ttitude

P erformance
MH 12
 What is an
Emotions ?
• Unconscious impulses
• Conscious decisions
• Social constructs between people
• Ways of acting and talking
• Mental states that result when
bodily responses are sensed by
the brain
• Feelings & Thoughts about
situations people find themselves
in
• Bodily responses that have
MH 13
evolved as part of our struggle to
 Primary Emotions

MH 14
 Emotions
Connection Something happens
s

You have a thought about it

You feel something

MH You react ( behavior ) 15

 E Q Emotional
Intelligence
EQ?
What is that?

The application of a
positive attitude,
respect, and
healthy patterns of
behavior towards
self and others

MH 16
 E Q Emotional
Intelligence
Self
Awareness

Self Self
Motivation
Regulation

EQ

Social
Empathy
Skills

MH 17
 EQ Emotional
Intelligence
 IQ
 Established by
mid-teens
 Can’t increase

 Predicts only 10% –

20% of life success
 EQ
 Not fixed
 Can be improved
throughout life 18
MH
 EQ Self Awareness

knowing one’s internal states, preferences,

resources, and intuitions
• Emotional Awareness: recognizing one’s emotions
and their effects. Pay attention to your emotions
• Accurate Self-Assessment: knowing one’s strengths
and limits
• Self-Confidence: a strong sense of one’s self-worth
and capabilities

Outcomes of limited self-

awareness:
blind ambition, unrealistic goals,
power
MH
hungry, relentless striving, 19
 EQ Self-
Regulation
Managing one’ s internal states, impulses, resourc
• Self-Control: keeping disruptive emotions and impulses
in check
• Trustworthiness: maintaining standards of honesty and
integrity
• Conscientiousness: taking responsibility for personal
performance
• Adaptability: flexibility in handling change
• Innovation: being comfortable with novel ideas, new info.
Outcomes of limited self-regulation:
impulsive behavior, rigidity of
behavior
MH
and thought, lack of trust, poor 20
 EQ Self-
Motivation
Emotional tendencies that guide or facilitate
reaching goals
• Achievement Drive: striving to improve or meet a standard
of excellence
• Commitment: aligning with the goals of the group
• Initiative: readiness to act on opportunities
• Optimism: persistence in pursuing goals despite obstacles
and setbacks
Outcomes of limited motivation:
sub-optimal performance,
incomplete
projects, inability to reach goals,
MH lack of 21
 E Q Empathy
Awareness of others’ feelings, needs, and
concerns
• Understanding Others: sensing others’ feelings and
perspectives, and taking an active interest in their
concerns
• Developing Others: sensing others’ development
needs
and bolstering their abilities
• Service Orientation: anticipating, recognizing, and
meeting
customers’ needs
• Leveraging Diversity: cultivating opportunities
through
Outcomes of limited empathy:
different kinds of people
• Political Awareness:misunderstanding,
reading a group’s frustration,
emotional
currents lack
MH 22
and power relationships
of trust, dissatisfaction, lack of
 Social Skills /
E Q Effective Relationships

Adeptness at inducing desirable responses in others

• Influence: wielding effective tactics for persuasion
• Communication: listening openly and sending
• convincing messages
• Conflict Management: negotiating and resolving disputes
• Leadership: inspiring and guiding others
• Change Catalyst: initiating or managing change
• Building Bonds: nurturing instrumental relationships
• Collaboration and Cooperation: working with others toward
shared goals
• Team Capabilities: creating group synergy in group goals

Outcomes of limited social skills: dissension,

distrust, poor leadership / followership,
ineffective conflict, sub-optimizing teams,
MH poor job performance, loss of job 23
 E Q Relationship of TRUST
(Emotional Bank Account)
DEPOSITS WITHDRAWALS
Seek first to understand Seek first to be understood
Keeping promises Breaking promises
Honesty, openness Smooth manipulation
Kindnesses, courtesies Unkindnesses, discourtesies
Win-Win or No Deal thinking Win-Lose or Lose-Win thinking
Clarifying expectations Violating expectations
Loyalty to the absent Disloyalty, duplicity
Apologies Pride, conceit, arrogance
Receiving feedback and giving Not receiving feedback and
“I” messages giving “You” messages
Forgiveness Holding grudges

MH 24
 Essence of EQ –
Summary
Working with EI - Goleman
Competencies that most
often lead to success:
• Initiative, achievement and
adaptability
• Influence, team leadership and
awareness
• Empathy, self-confidence and
developing others

MH 25
Excellence

Through

Emotional
Intelligence 26