How EQ Can Drive Your Bottom Line(And How You Can Drive EQ Into Your Culture)

SHRM Atlanta Annual HR SymposiumAugust 23, 2016

Introductions

Dawn Cook, PCC is the President of Daybreak Enterprises, whose mission is helping organizations drive profits by developing their people.

Emotional Intelligence certifications include:• Institute for Emotional and Social Intelligence• The Hay Group / Korn Ferry International• 6 Seconds• The Institute for Health and Human Potential• TalentSmart

Coaching certifications include:• International Federation of Coaches (ICF)• International Association of Coaches - Founding member• Coachville

Patrick Lynch is the President of The Frontier Group, a human capital management consulting firm that provides outplacement, executive coaching, EQ, and talent development solutions.

Presentation Overview

• How does EQ deliver real results by measuring, training/coaching and measuring again against key business metrics.

• What does a company culture inclusive of EQ look like versus one exclusive of EQ?

• How can the HR leader use it to design and influence an overall strategy to improve the challenge of “Lead and Develop.”

Real World Examples Of Why EQ Matters

“Of all the people we’ve studied at work, we’ve found that 90% of top performers are also high in emotional intelligence.

On the flip side, just 20% of bottom performers are high in emotional intelligence. “

Source: Dr. Travis Bradberry (Emotional Intelligence 2.0)

Why EQ Matters? Higher Employee Earnings

Employees with measurable higher levels of EQ make an average of $29,000 more per year than people with a low degree of emotional intelligence.

The link between emotional intelligence and earnings is so clear that every point increase in emotional intelligence adds $1,300 to an annual salary.

Why EQ Matters?- More Productive Leaders

Leaders who scored above the median on emotional intelligence delivered $1.2 million more profit from their accounts than did other partners – a 139 percent incremental gain (Boyatzis, 1999).

Why EQ Matters? - More Productive Salespeople

On an annual basis, salespeople selected on the basis of emotional competence sold $91,370 more than other salespeople did, for a net revenue increase of $2,558,360.

Salespeople selected on the basis of emotional competence also had 63% less turnover during the first year than those selected in the typical way (Spencer & Spencer, 1993; Spencer, McClelland, & Kellner, 1997).

Other EQ Business ResultsFacts To Consider:

• Nearly 40 percent of new chief executives fail outright within their first 18 months on the job, and even more of them fail to live up to the expectations of those who hired them. (Source: Center for Creative Leadership).

• The main shortcomings identified for derailment:

– Self-awareness

– Empathy

– Culture fit

EQ Development Is Especially Important At The Senior Levels

• EQ levels, as reported by Dr. Travis Bradberry, actually decline in relation to positional authority

Summing It Up:EQ Matters

• What defines a company’s outstanding service orientation?

• What makes a company nimble enough to act on market driven changes?

• What inspires innovation and creativity that keeps a company competitive?

• What forces drive integrity and trust with a brand?

The factors that drive market advantage are often rooted in emotional intelligence.

What Does EQ Look Like?Self Awareness is comprised of:

• Emotional Self Awareness

• Accurate Self Assessment

• Personal Power

Self Management consists of:

• Behavioral Self Control

• Integrity

• Innovation & Creativity

• Initiative & Bias for Action

• Achievement Drive

• Realistic Optimism

• Resilience

• Stress Management

• Personal Agility

• Intentionality

Social Awareness is involves:

• Empathy

• Situational/ Organizational Awareness

• Service Orientation

Relationship Management includes:

• Communication

• Interpersonal Effectiveness

• Powerful Influencing Skills

• Conflict Management

• Inspirational Leadership

• Catalyzing Change

• Building Bonds

• Teamwork & Collaboration

• Coaching & Mentoring Others

• Building Trust

Business Issues & Challenges

Business Issues Related to EQ• Absenteeism

• Collaboration

• Communication

• Conflict

• Change management

• Customer satisfaction

• Decision making

• Employee engagement

• Employee satisfaction

• Goal attainment

• Health care concerns

• Micromanagement

• Politics

• Problem solving

• Productivity

• Project management

• Sales

• Silo mentality

• Retention

• Stress

• Trust

• Turnover

• Work/life balance

• Workplace violence

5 Volunteers

How Can You Drive EQInto Your Culture?

How Can You Drive EQInto Your Culture?

• Self Awareness

• Behavioral Self Control

• Self Awareness

• Behavioral Self Control

2014 Case Study – FedEx

MissionBuild a world-class leadership program that would move the company to be one of the top five in the world. ‘People First Leadership Approach’

Program– Global Leadership Institute* (GLI) Spearheaded with Executive Support– FedEx GLI team designed LEAD1 as a five-day course with a six-month follow up

coaching process built around EQ competencies for all new managers.**– Assessed EQ/Leadership competencies, coached on specific goals and reassessed

Results– 58% showed very large improvements in influence– 72% showed similar results in decision making– 60% reported an increase in quality of life– 54% increased consequential thinking by up to 50%– 57% increased optimism by up to 50%

*GLI training rated top ten in US **106 managers participated

2003 Case Study - Sheraton

MissionIncrease profitability in the 302 room / 592 bed property

“Guest satisfaction scores were not at an acceptable level, sales were off, morale was low, and

departments were not working together smoothly.”

ProgramGeneral Manager and HR Director supported

Climate assessment pinpointed issues - Collaboration (Teamwork), Trust and Motivation

Management team & front desk -18 hours of training, 4 line staff groups -2 hours of training

Several leaders received up to 12 hours of coaching each

Results

How Can You Drive EQInto Your Culture?• Align With the Mission/Executive Support• Know Your Audience• Know Your Numbers & HR Metrics• Create a Strategic Value Proposition

– Identify competencies required to achieve the mission– Define standards/metrics and assessment tools– Identify competency gaps– Incorporate EQ into hiring, succession planning, reviews,

incentives– Utilize best practices for training/coaching– Create a marketing plan for roll out/implementation

EQ Competencies Required?

What Does EQ Look Like?Self Awareness is comprised of:

• Emotional Self Awareness

• Accurate Self Assessment

• Personal Power

Self Management consists of:

• Behavioral Self Control

• Integrity

• Innovation & Creativity

• Initiative & Bias for Action

• Achievement Drive

• Realistic Optimism

• Resilience

• Stress Management

• Personal Agility

• Intentionality

Social Awareness is involves:

• Empathy

• Situational/ Organizational Awareness

• Service Orientation

Relationship Management includes:

• Communication

• Interpersonal Effectiveness

• Powerful Influencing Skills

• Conflict Management

• Inspirational Leadership

• Catalyzing Change

• Building Bonds

• Teamwork & Collaboration

• Coaching & Mentoring Others

• Building Trust

Strengths to

leverage?

Areas todevelop?

Free EQ Assessment

• DBEQSelf™

Takes 5-10 minutes

Results within two business days

PERSONALIZED debrief of your scores

• http://DayBreakEQ.com/tools-assessments-2/

Summary

• EQ delivers measureable business results.

• HR Leaders and Practitioners need to both understand and translate how widely EQ impacts an organization.

• To deliver the greatest results, EQ should be incorporated in all aspects of the organization.

• To effectively drive EQ into the organizational culture, HR Leaders and Practitioners must leverage their own EQ skills.

Thank You!

Patrick LynchPresident The Frontier Group678- 906- 4113http://www.frontiergroupusa.com

Dawn Cook, PCC President DayBreak Enterprises, LLC678-907-9491www.DayBreakEQ.com