Slide 1:1 Excellence Through Emotional Intelligence


Privilege :MH 2 Hasan S M – MSc., PGD (FEDI., AMP.) Former Director of Studies ICAP Consultant UNDP, APDC, PIA Privilege


Excellence ? :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


Habits ? :MH 4 Habits ? Knowledge (what to, why to) Habits Internalized principles & patterns of behavior Knowledge (what to, why to)


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


Habits ? :MH 6 Habits ? Knowledge (what to, why to) Habits Internalized principles & patterns of behavior Desire (want to) Knowledge (what to, why to) Skills (how to) Desire (want to)


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


Slide 8:MH 8 Excellence is content less and therefore its measurement can only be against certain benchmarks Excellence ? Operational Excellence 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


Slide 9: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 some measures could be compared with best performance of any industry e. g. Finance, HR measures


Slide 10:MH 10 ASK to Develop Excellence A ttitude S kills K nowledge


Slide 11:MH 11 ASK to Develop Excellence Excellence Repeat with EQ


Slide 12: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 evolved as part of our struggle to survive


Slide 13:MH 13 Primary Emotions


Slide 14:MH 14 Emotions Connections Something happens You have a thought about it You feel something You react ( behavior )


E :MH 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


Slide 16:MH 16 E Emotional Intelligence Q


E :MH 17 E Q 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


E :MH 18 E Q 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 hungry, relentless striving, insatiable need for recognition


E :MH 19 E Q Self-Regulation Managing one’ s internal states, impulses, resources 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 and thought, lack of trust, poor follow-up /completion, avoidance of others


E :MH 20 E Q 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, lack of energy*drive*conviction, bringing down the mood of others


Slide 21:MH 21 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 different kinds of people Political Awareness: reading a group’s emotional currents and power relationships Outcomes of limited empathy: misunderstanding, frustration, lack of trust, dissatisfaction, lack of commitment, poor service reputation E


Slide 22:MH 22 Q E Social Skills / 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, poor job performance, loss of job opportunities


Slide 23:MH 23 Q E 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)


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


Slide 25:25 Excellence Through Emotional Intelligence