Blaze a new trail to Blaze a new trail to success with Emotional success with Emotional

IntelligenceIntelligence

Marwa Khodeir

What untapped skills What untapped skills does your team already does your team already

possess?possess?

Bring Bring your your baggage baggage to work!to work!

Trying to Find a FrameworkTrying to Find a Framework

What Shamu Taught Me About User Support?Redirecting Client Behavior?Be the Client Leader?The Happiest Clients on the Block?Yes, Your Clients are Crazy!

Trying to Find a Framework – Trying to Find a Framework – Part 2Part 2

Who Moved My Mouse?User Support 101?One Minute Help Desk?First, Break All the ProceduresThe Power of Positive Thinking

Emotional Intelligence is…Emotional Intelligence is…

“…The ability to carry out accurate reasoning about emotions and the ability to use emotions and emotional knowledge to enhance thought…”

~John D. Mayer, Richard D. Roberts, and Sigal G. Barsade

What is Emotional What is Emotional Intelligence?Intelligence?

Using your emotions intelligentlyto achieve:

Personal insight to improve yourself

Interpersonal effectiveness with others

Being Emotionally Being Emotionally Intelligent …Intelligent …

Is having the capability to:

Identify emotions

Reflect on emotions and manage them

Choose appropriate responses

Our PurposeOur Purpose

Share our experiences with you

Identify new EI skills you can develop

Help you leverage skills you already have

EI and User ServicesEI and User Services

The first contact we have The first contact we have with our clients is with our clients is usually driven by usually driven by emotion.emotion.

Why are good EI skills Why are good EI skills important?important?

EI = A contributing factor for success

Emotional Intelligence is twice as important a factor of outstanding performance as

ability and technical skill combined.

Studies conducted in 200+ large companiesDaniel Goleman - 1998

Why are good EI skills Why are good EI skills important?important?

“…There is a strong link between emotionally intelligent leadership and

employee engagement, client satisfaction, and the bottom line.

Why are good EI skills Why are good EI skills important?important?

An organization that does not recognize the need to embed emotional intelligence in its culture and its leaders does so at its own

peril.”

~ Reid: Ivey Business Journal

May/June2008

Evidence of Good EI Evidence of Good EI SkillsSkills

Effective speaker & communicatorEffective speaker & communicator Relates well to othersRelates well to others Successful collaborator & finds Successful collaborator & finds

solutionssolutions

What skills, characteristics, and What skills, characteristics, and behaviorsbehaviorsdo these leaders have in common?do these leaders have in common?

The Trail to Emotional The Trail to Emotional IntelligenceIntelligence

Leaders with Good EI SkillsLeaders with Good EI Skills

Know themselvesKnow themselves

Identify an emotion Identify an emotion andandunderstand why it is understand why it is therethere

Goal = Self-AwarenessGoal = Self-Awareness

Take time to reflectTake time to reflect

The Trail to Emotional The Trail to Emotional IntelligenceIntelligence

Self-AwarenessSelf-Awareness

Tune in!!Tune in!!How do I get in touch with feelings?How do I get in touch with feelings?

‘‘Float’ outside of your bodyFloat’ outside of your body Paper journal desk drawerPaper journal desk drawer Set a reminder in your Set a reminder in your

calendarcalendar Reflect on events of the dayReflect on events of the day Table of descriptive wordsTable of descriptive words

Going Beyond the Catch-Going Beyond the Catch-All EmotionsAll Emotions

Mad Sad Glad Afraid Confused Ashamed

Angry Low Happy Nervous Uncertain Embarrassed

Irked Blue Elated Anxious Flustered Humiliated

Fuming Glum Ecstatic Petrified Baffled Belittled

Moving up the Trail … Moving up the Trail … to EIto EISelf-ManagementSelf-Management

Reflect before you react …Reflect before you react …

Use energy in positive wayUse energy in positive way Difficult to manage Difficult to manage

emotions you do not realize emotions you do not realize you have you have -- or – -- or – if you do not know why you if you do not know why you have themhave them

Joined with self-awareness-Joined with self-awareness-Can’t have one w/o the Can’t have one w/o the other!other!

(Matzler, Bailom, and (Matzler, Bailom, and Mooradian)Mooradian)

Moving up the Trail … Moving up the Trail … Self-ManagementSelf-Management

Feldman and Mulle– Feldman and Mulle–

Four Stepping StonesFour Stepping StonesSelf-awareness > Self-managementSelf-awareness > Self-management

1.1. Attunement-’tune-in’ – what?Attunement-’tune-in’ – what?

2.2. Understanding –why do you feel that way?Understanding –why do you feel that way?

3.3. Acceptance – internalize/reflectAcceptance – internalize/reflect

4.4. Attending – express what you feel in an Attending – express what you feel in an appropriate way --- appropriate way ---

This leads to a new milestone …relationship managementThis leads to a new milestone …relationship management

Social AwarenessSocial Awareness

Perception Perception

Empathy is not Empathy is not AgreementAgreement

Higher elevations … to Higher elevations … to EIEI

Relationship ManagementRelationship Management

Recognizing emotional Recognizing emotional statesstates

Recognizing what you Recognizing what you can control about can control about situationsituation

Being proactiveBeing proactive Maintaining integrityMaintaining integrity

Seeing the summit … to Seeing the summit … to EIEI

Relationship Relationship ManagementManagement

As SupervisorAs Supervisor As EmployeeAs Employee As User Support As User Support

ProfessionalProfessional

Reaching the PeakReaching the Peak

Managing ChangeManaging Change Managing Missed Managing Missed

MessagesMessages

Other Markers Along Other Markers Along the Trailthe Trail

Emotional Intelligence Emotional Intelligence SkillsSkills

To Lead with EI:To Lead with EI:

Practice “…an approach Practice “…an approach to motivating others to motivating others through emphasizing through emphasizing a particularly a particularly inspiring vision of inspiring vision of work and its impact.”work and its impact.”

~Mayer, Roberts, and ~Mayer, Roberts, and BarsadeBarsade

Bridging the GapBridging the Gap

Emotional IntelligenceEmotional Intelligence

Strong EI SkillsStrong EI Skills Know themselvesKnow themselves Are self-motivated Are self-motivated

and balancedand balanced Can connect easily Can connect easily

with otherswith others Have influenceHave influence Act with confidenceAct with confidence Collaborate Collaborate

effectivelyeffectively

Underdeveloped EI SkillsUnderdeveloped EI Skills Repeat same mistakesRepeat same mistakes Let impulses control Let impulses control

behaviorbehavior Seem insensitive or Seem insensitive or

uncaringuncaring Are demanding and Are demanding and

lack empathylack empathy Have difficulty Have difficulty

building rapportbuilding rapport

Where Do I Go from Where Do I Go from Here?Here?

Success: Enjoy the Success: Enjoy the View!View!

photo: FreeDigitalPhotos.net

Foundations and Foundations and ReferencesReferences

ReferencesReferences

Emotional Intelligence – Emotional Intelligence – Why it can matter more than IQWhy it can matter more than IQ

Daniel Goleman 1995Daniel Goleman 1995

Social Intelligence - Beyond IQ,Social Intelligence - Beyond IQ,Beyond Emotional IntelligenceBeyond Emotional IntelligenceDaniel Goleman 2006Daniel Goleman 2006

ReferencesReferences

The Hard Truth About Soft Skills: The Hard Truth About Soft Skills: Workplace Lessons Smart People Wish Workplace Lessons Smart People Wish They’d Learned SoonerThey’d Learned Sooner

Peggy Klaus 2007Peggy Klaus 2007

Intuitive Decision Making; MIT Intuitive Decision Making; MIT Sloan Management Review; Vol 49 Sloan Management Review; Vol 49 No 1 2007No 1 2007Matzler, Kurt, Bailom, Franz, and MooradianMatzler, Kurt, Bailom, Franz, and Mooradian

ReferencesReferences

Put Emotional Intelligence to WorkPut Emotional Intelligence to Work

Jeff Feldman, Karl Mulle 2007Jeff Feldman, Karl Mulle 2007

Training for Results – Teaching Adults Training for Results – Teaching Adults to be Independent, Assertive Learnersto be Independent, Assertive LearnersBob Mosher 1996Bob Mosher 1996

Human Abilities: Emotional Intelligence Human Abilities: Emotional Intelligence Annual Review Psychol. 2008. 59:507- Annual Review Psychol. 2008. 59:507-3636

Additional Additional AcknowledgmentsAcknowledgments

We wish to thank our staff members and We wish to thank our staff members and families;families;not only for their support, but also for not only for their support, but also for assistance providing effective examples and assistance providing effective examples and for permitting us to share humorous for permitting us to share humorous anecdotes to demonstrate key concepts.anecdotes to demonstrate key concepts.

Photo CreditsPhoto Credits

Grand Canyon:Grand Canyon:Grand Canyon National Park Museum CollectionGrand Canyon National Park Museum Collectionhttp://www.nps.gov/archive/grca/photos/

Woodlands and winter paths:Woodlands and winter paths:Ian Britton© – Ian Britton© – http://www.FreeFoto.com

Summit on Mt. McKinleySummit on Mt. McKinleyhttp://www.flickr.com/photos/mikep/

Miscellaneous photos by permission:Miscellaneous photos by permission:FreeDigitalPhotos.net, J.Percival, D.FisherFreeDigitalPhotos.net, J.Percival, D.Fisher

Contact usContact us

Kelly Hughes Kelly Hughes KHughes@lander.eduCustomer Support CoordinatorCustomer Support CoordinatorLander University - (864) 388-8713Lander University - (864) 388-8713

Debbie Fisher Debbie Fisher FisherD@citadel.eduIT User ServicesIT User ServicesThe Citadel - (843) 953-6773The Citadel - (843) 953-6773

Cindy Dooling Cindy Dooling CDooling@pima.eduIT Client ServicesIT Client ServicesPima Community College - Pima Community College - ((520) 206-4651520) 206-4651

Questions?Questions?