Emotions

Surprise
Happiness
Fear
Sadness
Anger
Disgust
Emotional Intelligence

the ability to acquire and apply

knowledge from your emotions
and the emotions of others
skill to use your emotions to help
you make choices
effective control over yourself and
your impact on others.
 Emotional Intelligence
Competencies
Intra-personal, invisible to others and
occur inside of us
± Emotional Self-Awareness
± Emotional Self-Regulation
± Emotional Self-Motivation
Inter personal
± Empathy
± Nurturing Relationships
ëhy Emotional Intelligence?

Enhance your career and success

potential
Improve your personal productivity
Increase Job Satis-faction
ëork easily with demanding clients and
team members
Improve work/life balance so you can
enjoy your personal life.
ëhy Emotional Intelligence?
Mental Clarity
Higher Productivity
MagnetizeTalent
Inspire People
Less Chaos
 Executives

make decisions
rely on more people
accountable
lead organizational change
inspiring and energizing

Y
Y 
Y   
 Managers & Supervisors

behavior and treatment & turnover and

retention
influence attitudes, performance, and
satisfaction of employees
firm and caring at the same
employees want a supportive, caring
Supervisor or Manager
Team Leaders & Project Managers

accountable positive environment

shorter time periods
projects of greater magnitude
eliminate roadblocks
organizations can cause a lot of
frustration, anxiety, suspicion, and
resentment
Teams may Collapse
 Sales Professionals

difficult prospects and customers

adversarial situations
situations can generate anxiety, fear,
frustration or even outright anger
vicious negative emotional cycle
can stay mentally focused
Optimism leads to persistence
strong positive relationships
 Teams

to work smoothly with people

Deadlines are tight,
resources are scarce,
technology advancing,
team members changing
a team member doesn't deliver
resources are taken away
still expected to meet tight deadlines
Customer Service Representatives

deal with angry, frustrated customers

verbally abused
nervous, mad, disgusted, and angry
require the intervention Supervisor
company to lose that customer
customer tell friends about the poor
treatment
 Technical Professionals
pressure to do more with less
work long hard hours
to create and innovate
interact with people of different functions
do tasks, they would like to avoid
"emotional hijacking" ± a physiological
response in the brain that literally keeps
people from thinking clearly
Communication hampered, mistakes & errors
made, creativity blocked
 Administrative Staff
volume of work
New computer systems
new requirements
new policies and procedures
interruptions are the norm
overwhelmed, worried, dejected, confused, fearful,
even guilty
Procrastination evident, mistakes increase,
depressive state, complaining and absenteeism
Health, attitude, and morale suffer