excellence through emotional intelligence

7/30/2019 Excellence through Emotional Intelligence

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1

Excellence

Through

Emotional Intelligence

"The secret of joy in work is contained in one word -excellence. To know how to do something well is to enjoy it.

--Pearl Buck


2/29

MH 2

Excellence ?

Excellenceis an art wonby training and habituation.

We are what we repeatedlydo.Excellence, then, is notan act, but ahabit

Aristotle

If you are going to achieve excellence in big things,you develop the habit in little matters. Excellence is

not an exception, it is a prevailing attitude.--

Charles R. Swindoll


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MH 3

Habits ?

Knowledge

(what to, why to)

HabitsInternalized principles& patterns of behavior

Knowledge

(what to, why to)


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MH 4

Habits ?

Knowledge

(what to, why to)


Desire

(want to)

Knowledge

(what to, why to)

Desire(want to)


5/29

MH 5

Habits ?

Knowledge

(what to, why to)


Desire

(want to)

Knowledge

(what to, why to)

Skills(how to)

Desire(want to)


6/29

MH 6

Habits ?

Knowledge

(what to, why to)


Desire

(want to)

Knowledge

(what to, why to)

Skills

(how to)

Desire(want to)

Habits


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MH 7

Excellence is content less and therefore itsmeasurement can only be against certain

benchmarks

Excellence ?Operational Excellence is defined as: Consistently providing the highest qualityservice excellence to our customers

At the lowest possible cost while achievingabove average returns.

Quality Assurance initiatives are keyelements in support of this goal


8/29

MH 8

Who Should We Benchmark With?

Internal benchmarking

internal benchmarking is likely to meet with less

resistance from managers

Benchmarking with competitors (internationalbenchmarking)

those competitors who are performing better than us

Best in the Industry

with Industry leaders who achieved the best

performance

Cross Industry

some measures could be compared with best

performance of any industry e. g. Finance, HR

measures


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MH 9

Achieve Organizational Excellence ?

Focusing Energy & Resources

Vision

Alignment

Mission

Vision

Mission

ASK: Is the organization in sync. with the Mission?

CHAOS ExcellenceSubstandardPerformance


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MH 10

Alignment: New Business Strategy & Excellence

Human Capital Development

& Management is a newbusiness strategy to improve

organizational effectiveness by

implementing a managementsystem to

align, develop andmanage people.

If you dont know where you aregoing, any path will take you there

--- Old Sioux Proverb ---
http://images.google.com.pk/imgres?imgurl=http://www.iccommunity.com/images/ill_aligning.gif&imgrefurl=http://www.iccommunity.com/prod_aligning.shtml&h=332&w=423&sz=14&hl=en&start=21&tbnid=CMZ6UAbXciQFZM:&tbnh=99&tbnw=126&prev=/images%3Fq%3Daligning%2BHR%2Bwith%2BMission%26start%3D20%26gbv%3D2%26ndsp%3D20%26svnum%3D10%26hl%3Den%26sa%3DN


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MH 11

BehaviorResults /

Excellence

Manage-ment

SystemsandPractices

Culture& ValuesoStrategy

Framework for Change Excellence

Managing the linkage between culture andstrategy helps drive performance excellence

The role of leadership is to align the organizations

strategy and work culture

Behavior and performance is enhanced to the extent thatmanagement systems and practices are aligned withthe culture and strategy


12/29

MH 12

ASKto Develop Personal Excellence

A ttitude

S kills

Knowledge

Pride is a personal commitment. It is an attitude which

separates excellence from mediocrity.
http://www.glamorgan.ac.uk/images/1010.jpg


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MH 13

ASKto Develop Excellence

S kills + Knowledge = C ompetence

+A ttitude

P erformance

Excellence


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MH 14

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 evolved as

part of our struggle to survive


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MH 15

Primary Emotions


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MH 16

Emotions

ConnectionsSomething happens

You have a thought about it

You feel something

You react ( behavior )


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MH 17

E Q Emotional Intelligence

EQ?What is that?

The application of apositive attitude,

respect, andhealthy patterns ofbehaviortowards

self and others


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MH 18

E Emotional Intelligence

Empathy

SelfMotivation

SocialSkills

SelfRegulation

SelfAwareness

EQ

Q


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MH 19

E Q Emotional Intelligence

IQ

Established bymid-teens

Cant increase

Predicts only 10% 20% of life success

EQNot fixed

Can be improved

throughout life


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MH 20

E Q Self Awareness

knowing ones internal states, preferences,

resourc es, and intui t ions

Emotional Awareness:recognizing ones emotionsand their effects. Pay attention to your emotions

Accurate Self-Assessment:knowing ones strengthsand limits

Self-Confidence:a strong sense of ones self-worthand capabilities

Outcomesof limited self-awareness:

bl ind amb i t ion,unreal ist ic goals,power

hungry,relent less str iv ing, insat iable

needfor recognition


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MH 21

E Q Self-Regulation

Managing one s internal states, impulses, resources

Self-Control: keeping disruptive emotions and impulsesin check

Trustworthiness: maintaining standards of honesty andintegrityConscientiousness: taking responsibility for personalperformance

Adaptability: flexibility in handling change

Innovation: being comfortable with novel ideas, new info.Outcomesof limited self-regulation:

impuls ive behavior, r ig id i ty of behavior

and thought, lack o f trust, poo r fo l low-up

/c omp let ion ,avoidance of others


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MH 22

E Q Self-Motivation

Emo t ional tendencies that gu ide or faci l i tate

reach ing goals

Achievement Drive: striving to improve or meet a standardof excellence

Commitment: aligning with the goals of the groupInitiative: readiness to act on opportunitiesOptimism: persistence in pursuing goals despite obstacles

and setbacksOutcomesof limited motivation:

sub -opt im al performance, incomplete

projects,inabi l i ty to reach goals, lack o f

energy*dr ive*convict ion,br ing ing down

the mood o f others


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MH 23

Q Empathy

Awareness of others feelings, needs, andconcernsUnderstanding Others:sensing others feelings and

perspectives, and taking an active interest in their concernsDeveloping Others:sensing others development needs

and bolstering their abilitiesService Orientation: anticipating, recognizing, and meeting

customers needsLeveraging Diversity: cultivating opportunities through

different kinds of people

Political Awareness:reading a groups emotional currentsand power relationships

Outcomesof limited empathy:

misunders tand ing,f rustrat ion,lack

of t rus t, dissat isfact ion, lack o fcommi tment, poor service reputat ion

E


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MH 24

QESocial Skills /

Effective Relationships

Adeptness at inducing desirable responses in others

Influence: wielding effective tactics for persuasionCommunication: listening openly and sending

convincing messages

Conflict Management: negotiating and resolving disputesLeadership: inspiring and guiding othersChange Catalyst: initiating or managing changeBuilding Bonds: nurturing instrumental relationshipsCollaboration and Cooperation: working with others towardshared goals

Team Capabilities: creating group synergy in group goals

Outcomesof limited social skills:dissension, dist rust,

poo r leadership / fo l lowersh ip,ineffect ive confl ict,

sub -op t imizing teams,poo r job performance, l oss of

job opportun it ies


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MH 25

QE Language of EI

REACTIVE PROACTIVE

There is nothing I can do

Thats just the way I am

He makes me mad

They wont allow that

I have to do that

I cantI must

If only

Let us look for Alternatives

I can choose a different approach

I control my own feelings

I can create an effective prsntation

I will choose an appropriate response

I choose

I prefer

I will

(Use space between Stimulus & Response)


26/29

MH 26

QE Relationship of TRUST

DEPOSITS WITHDRAWALS

Seek first to understand

Keeping promises

Honesty, openness

Kindnesses, courtesies

Win-Win or No Deal thinking

Clarifying expectations

Loyalty to the absent

Apologies

Receiving feedback and giving

I messages

Forgiveness

Seek first to be understood

Breaking promises

Smooth manipulation

Unkindnesses, discourtesies

Win-Lose or Lose-Win thinking

Violating expectations

Disloyalty, duplicity

Pride, conceit, arrogance

Not receiving feedback and giving

You messages

Holding grudges

(Emotional Bank Account)


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MH 27

Believing:Having the right attitude tosucceed

Achieving:Connecting with and creatingdeep rapport easily

Succeeding:Setting clear and realisticintentions and goals

Excellence - in a nutshell


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MH 28

Essence of EQSummaryWorking with EI - Goleman

Initiative, achievement and adaptability

Influence, team leadership and awareness

Empathy, self-confidence and developingothers

Competencies that most often

lead to success:


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Excellence

Through

Emotional IntelligenceAppreciation is a wonderful thing; it makes what isexcellent in others belong to us as well.

Voltaire
http://quotes.zaadz.com/Voltairehttp://quotes.zaadz.com/Voltaire

excellence through emotional intelligence

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