Professional Documents
Culture Documents
For Managers
Workshop
Prepared and Presented by ;
Dr. Al Moez Ledin Allah Al Husseini
Before we start!!!
Lets Try Together
this
Intelligence Gauge
Answer:
Cows drink water.
If you said "milk," you are
wrong ..a little stressed.
Milk
land"?
Answer:
You don't, of course, bury survivors.
If you said, "You don't bury the survivors," proceed to question. 5
Effective Leaders
Emotional
Intelligence
Sets Apart
Good and
Effective
Leaders
What is Intelligence?
Typically focused on
analytic reasoning
verbal skills
spatial ability
attention
memory
judgement
One Definition
Individuals differ from one
another in their ability to
understand complex ideas,
to adapt effectively to the
environment, to learn from
experience, to engage in
various forms of reasoning,
to overcome obstacles by
taking thought Concepts
of intelligence are attempts
to clarify and organize this
complex set of phenomena.
Neisser et al, 1996.
IQ
A weak predictor for
achievement
job performance success
overall success, wealth, & happiness
To Get at
Emotion,
Go Deep...
Amygdala is
deep within the most elemental parts
of the brain.
There is a
Biological Purpose for Emotion
Evolutionary Advantage to
Emotion
For example:
Fight or flight response
but can basic
emotions overwhelm
rational thinking?
Antnio Damsio,
Neurobiology of Rationality
Damasios work shows
how neurobiology can
help us understand the
role of emotion in
thinking. We constantly
learn more about this
important area.
Work like his underlies
the concepts of
emotional intelligence.
The 5 Components
of EI
1.
2.
3.
Emotional Self-Awareness
Managing ones own emotions
Using emotions to maximize
intellectual processing
and decision-making
4. Developing empathy
5. The art of social relationships
(managing emotions in others)
Motivation,
Retention ,
Self management
Managing others.
Emotional Intelligence
Emotional Intelligence is
the ability of an individual
to :
To deal successfully with other
people ,
To manage ones self,
To motivate other people,
To understand one's own
feelings
To appropriately respond to
the everyday environment
Emotional Intelligence
In Working with Emotional
Intelligence, author Daniel
Goleman defines EI in the
workplace as the ability of
employees to recognize:
Their own feelings
The feelings of others
What motivates them
How to manage their emotions,
both in themselves and in
relationships with others
Emotional Intelligence
Emotional Intelligence doesn't mean
being soft it means being intelligent
about emotions a different way of
being smart.
Emotional intelligence is your ability to
acquire and apply knowledge from your
emotions and the emotions of others in
order to be more successful and lead a
more fulfilling life and career.
Need
When Managers
Fail, It is Usually
Due To Poor
Emotional
Intelligence
by Freda Turner
Traits
Traits
Passion
Empathy
Commitment
Commitment
Honesty
Honesty
Innovation
Innovation
Maturity
Maturity
Achievement
Achievement
drive
drive
A bad leader
Does not listen
Fails to delegate
Does not show respect
Shows no interest in followers
Gives negative feedback to a third party
Does not praise when praise is due
Criticizes in front of others
Takes personal credit for others ideas
Is always taking control
Has a tendency to bully!
CHARISMA
The process of influencing major changes in
the attitudes and assumptions of organization
members, and building commitment for the
organizations objectives
The special quality that gives someone power
and authority over a large number of people
Attributions of
Charismatic
Leadership
Personal Meaning
The degree to which
peoples lives make
emotional sense and
that the demands
confronted by them are
perceived as being
worthy of energy and
commitment.
Sources of
Personal Meaning
Self-concept/identity
Legacy
Beliefs
Culture and traditions
Political/social
orientation
Spirituality and
religion
Hobbies/personal
pursuits
Values/ideals
Effects of
Charismatic Leadership
Trust in rightness of vision
Similarity of followers & leaders beliefs &
values
Heightened sense of self-confidence
Acceptance of higher or challenging goals
Identification with & emulation of leader
Unconditional acceptance of leader
Strong affection for leader
Visionary
Self
Promoting
Empowers
Others
Verbal
Skills
Self
Confidence
Moral
Conviction
Charismatic
Charismatic
Leader
Leader
Characteristics
Characteristics
Minimum
Internal
Conflict
Relational
Power
Base
Inspires
Trust
High Risk
Orientation
High Energy
Action
Orientation
VISION
The ability to
imagine different and
better conditions and
ways to achieve
them
Future orientation
See the difference in
how things are and
how they should be
COMMUNICATIONS SKILLS
Great rhetorical skills
Especially oral
Can speak about the
vision and make the
followers see it
Think of MLK,Jrs I
Have A Dream speech
Hitler captivated
people, even those
who spoke no German
Writing, while
important, is not as
powerful
TRUST
Followers have total trust and belief in the
leader and the cause
Show commitment to followers, who return
it
ACCEPT RISK
Willing to be at great personal risk
Professionally
Physically
ABILITY TO MINIMIZE
INTERNAL CONFLICT
Through strength of belief
With referent power
Due to follower belief in the leader and the
cause
SELF-PROMOTING
Beat their own drums
Campaign for the cause
Explain their vision to all who will listen or
read
CAN CHARISMA BE
DEVELOPED?
Evidence seems to indicate that it can
It may be that individuals who develop
charisma have the undeveloped
characteristics which practice brings to the
forefront
4 Strategies to Develop
Charismatic Qualities
Develop
Develop visionary
visionary skills
skills
Practice
Practice being
being candid
candid
Develop
Develop warm,
warm, positive,
positive,
humanistic
humanistic attitude
attitude
Develop
Develop an
an enthusiastic,
enthusiastic,
optimistic,
optimistic, energetic
energetic personality
personality
EQ & Managers
Emotional Intelligence is very important for
managers as their behavior & treatment of
their people determine turnover and retention
of the company.
Managers & supervisors are the direct line of
contact for the employees. They interact daily
with individuals who have distinct needs, wants
& expectations.
They significantly influence the attitudes,
performance & satisfaction of employees
within their departments & other departments.
EQ & Managers
The stress of trying to
lead and satisfy so many
people's changing needs
and expectations can be
overwhelming, to say
nothing of the demands
from upper management.
Being both firm and
caring at the same time
causes many to feel
inadequate for the role..
85 % percent of
turnover is reportedly
due to an inadequate
relationship between
the employee and their
direct supervisor
EQ & Managers
EQ & Managers
Knowing this, the
employee will be
more likely to
turndown offers
from other
companies to work
for such a person.
An Example of EQ
Types of EQ
Managing Emotions at
Workplace
But it is unrealistic to suppose that
emotions can be checked at the door
when you arrive at work. Some
people may assume, for a variety of
reasons, that emotional neutrality is
an ideal, and try to keep feelings out
of sight. Such people work and
relate in a certain way: usually they
come across as rigid, detached or
fearful, and fail to participate fully
in the life of the workplace. This is
not necessarily bad in some
situations, but it is usually not good
for an organization for such people
to move into management roles. The
same would be true for people who
emote excessively, who tell you how
they feel about everything. Simply
being around them can be
exhausting.
Developing EI in the
workplace
Developing emotional
intelligence in the workplace
means acknowledging that
emotions are always present,
and doing something
intelligent with them. People
vary enormously in the skill
with which they use their
own emotions and react to
the emotions of othersand
that can make the difference
between a good manager and
a bad one.
Importance of Emotional
Intelligence
People derail because of classic
emotional failings, not the lack
of technical skills Developing
emotional intelligence can help
companies generate productive
& profitable outcome. The
manager who knows how to stay
motivated under stress ,
motivate others, navigate
complex interpersonal
relationships, inspire others
and build teams who is an
unchallenged expert on a
product or service will get
superior results
Components of Emotional
Intelligence
There are five parts to it.
1. Knowing what you're feeling
2. Managing your feelings, especially
distressing feelings.
3. Self-motivation,
4. Empathy
5. Managing relationships
Emotional Intelligence
Important Factors
1.Motivation,
2.Retention ,
3.Self management
4.Managing others.
Motivating Employees
The greatest motivation comes from a
participating in a
competition.
The target was to get
to the top of a high
tower.
Quite honestly:
None of the onlookers believed that the baby
frogs could actually accomplish getting to the
top of the tower.
Words like:
"h, its too difficult!!!
Theyll never reach the top."
or:
"Not a chance... the tower is too high!"
Therefore:
Always stay
POSITIVE!
The Magic of
EMPLOYEE
RETENTION and EI
Growth Opportunities
Growth is everyones prime objective.
Attractive Package
Remuneration package is the driving force
of any employment.
Handsome package as a platform for
people to take new initiatives.
Besides basic package, there can also be
performance-based incentives-relating to
targets achieved, accuracy and
productivity.
Personnel Training
An organization should also take due care
Recreation
Recreation is an important as any other tool. It
The Grievances
In order to create a supportive work atmosphere,
The Grievances
The unbridled growth of the new economy, the
SELF-AWARENESS
High self-awareness refers to having an
accurate understanding of how you behave,
how other people perceive you, recognizing
how you respond to others, being sensitive
to your attitudes, feelings, emotions, intents
and general communication style at any
given moment and being able to accurately
disclose this awareness to others.
SKILL INDICATORS
Know when you are thinking negatively
Know when your self-talk is helpful
Know when you are becoming angry
Know how you are interpreting events
Know what senses you are currently using
Know how to communicate accurately
what you experience
Know the moments your mood shifts
Know when you are becoming defensive
Know the impact your behavior has on
others
SKILLS ASSESSMENT
Do you recognize your feelings and
emotions as they happen?
Are you aware of how others perceive
you?
How do you act when you are defensive?
Are you aware of how you speak to
yourself?
SELF - REGULATION
Self-control: Managing disruptive emotions and impulses. People with this
competence:
Manage their impulsive feelings and distressing emotions well
Stay composed, positive, and unflappable even in trying moments
Think clearly and stay focused under pressure
Trustworthiness: Maintaining standards of honesty and integrity. People
with this competence:
Act ethically and are above reproach
Build trust through their reliability and authenticity
Admit their own mistakes and confront unethical actions in others
Take tough, principled stands even if they are unpopular
Conscientiousness: Taking responsibility for personal performance.
People with this competence:
Meet commitments and keep promises
Hold themselves accountable for meeting their objectives
Are organized and careful in their work
SELF - MOTIVATION
Achievement drive: Striving to improve or meet a standard of excellence.
People with this competence:
Are results-oriented, with a high drive to meet their objectives and standards
Set challenging goals and take calculated risks
Pursue information to reduce uncertainty and find ways to do better
Learn how to improve their performance
Commitment: Aligning with the goals of the group or organization. People
with thiscompetence:
Readily make personal or group sacrifices to meet a larger organizational
goal
Find a sense of purpose in the larger mission
Use the group.s core values in making decisions and clarifying choices
Actively seek out opportunities to fulfill the group.s mission
Managing Others
Management Skills For
Everyone
Personal Management
Skills
Management: to be in command or to have under control.
Steps for great self-esteem:
Take responsibility
Watch your negative self talk
Dont allow others negativity
to affect you
Commit to building your selfesteem daily
Have an optimistic attitude
Setting Goals is
SMART
!
Goal In Goal-Setting:
Specific
Measurable
Achievable
Reviewed/revised
often
Time specific
Assertive
LearningSkills
to say NO:
Behavior
1. Spreading yourself
too thin
2. Being Afraid
3. Not wanting to say
no
4. Being tied to the
phone
5. Procrastinating
solutions
Team/Office
Politics
Power, know who has it
Opportunity to align
yourself
Learn to keep on top of
things
Identify with a mentor
Track your success skills
Involve yourself in other
activities
Communicate effectively
and know how to handle
conflict
Separate yourself as a star
Ways To Handle
Difficult People
1. Tolerate it without
2.
3.
4.
resentment
Tolerate with resentment
Leave the situation
Protest.
+ = + If they are nice be
nice
- = + Give jerks the
benefit of the doubt
Career Killers
Ending On A
Positive Note
The power of a smile:
Sets a positive tone
Gives you an air of
confidence
Energizes you
Reduces tension
Improves tonality
Makes you look younger
Helps you build the
reputation as an
achiever
MANAGING
PEOPLE WITH
EI
Planning
Leading
Organizin
g
Controlling
Mintzberg's 10
Managerial
Roles
Strategic Skills
Environmental
assessment scanning
Strategy formulation
Mapping strategic
intent and defining
mission
Strategy
implementation
Human resources
knowledge
Task Skills
Setting and prioritizing
objectives
Developing plan of
action and
implementation
Responding in a flexible
manner
Creating value
Working through the
organizational structure
Allocating human
resources
Managing time
efficiently
(continued)
People Skills
Delegating
Influencing
Motivating
Handling conflict
Win-win negotiating
Networking
Communicating
Verbal
Nonverbal
Listening
Cross-cultural
management
Heterogeneous teamwork
Self-Awareness Skills
Personal adaptability
Understanding personal
biases
Internal locus of control
Working Environments
The physical workplace provision has an important
effect on individual productivity and satisfaction
Comfort;
Privacy;
Facilities.
How EQ succeeds IQ
Emotional Intelligence explains why inspire
of equal intellectual capacity, educational
background, training or experience some
people excel while others of same caliber
and high educational degree lag behind.
Emotional Intelligence is the dimension of
intelligence responsible for our ability to
manage ourselves and our relationship with
others.
EQ versus IQ
Intelligence quotient
or IQ
Emotional Intelligence
(quotient) or EQ
Emotional Intelligence is a way of
recognizing, understanding, and choosing
how we think, feel, and act. It shapes our
interactions with others and our
understanding of ourselves. It defines how
and what we learn; it allows us to set
priorities; it determines the majority of our
daily actions. Research suggests it is
responsible for as much as 80% of the
"success" in our lives."
EQ versus IQ
In the business world so much of emphasis has
been placed on intellect. Intellect has proven
invaluable to drive our success in business.
Process and procedures based on
analysis,logic,strategies are critically important
However to get the higher level of competence in
business we must blend the progress that we
have made in using intellect & IQ with the
invaluable competencies of EQ.
Why EQ???
EQ is the distinguishing factor that determines if
we make lemonade when life hands us lemons or
spend our life stuck in bitterness.
EQ is the distinguishing factor that help us to
maintain a warm relationship or a distant
contacts.
EQ is the distinguishing factor which draws
others to us or repels them.
EQ is the distinguishing factor which enable us to
work in coordination with others or to create a
disputed situation.
EQ is the distinguishing factor which enables to
win the heart of people or to win the situation by
argument.
Why EQ
Benefits of EQ
The competencies & gift that EQ gives us are many. Included
are skills that drive our internal world as well as our response
to the external one.
Some examples includes
personal motivation,
personal mastery over our lifes purpose & intention
empathy for others
social expertise that allow us to network and develop
relationships that enhance our purpose
character & integrity that enable us to appear genuine and
aligned;
a tenacity to face and resolve both internal and external
conflict
personal influence that enable us to advance our purpose.
Benefits of EQ
Personal Motivation
Empathy
Use of EQ at Workplace
It is EQ that will solve our
retention & morale problems
improve our creativity
create synergy from teamwork
speed our information by way of sophisticated people
networks
drive our purpose
and ignite the best and most inspired performance from
our followers.
EQ in the Workplace
It is really very sad that after so much research
on the benefits of Emotional Intelligence, too
many managers and leaders continue to ignore
the facts. They're stuck in their old patterns of
intimidation and coercion, demoralizing
employees and creating attitudes of grudging
compliance. The point to remember is
Emotional Intelligence is learnable. All that
needs to happen is for managers and leaders to
see the benefit of doing so.
Application of EQ in the
Workplace
EI is increasingly being applied to organizational
level initiatives such as workforce planning,
performance management, strategic and cultural
change as well as the recruitment process.
According to Jim Hunter, CEO at Genos, issues of
employee retention and employer of choice are
front of mind in many corporations. EI is being
seen as an excellent medium to enhance the
environment, culture, leadership and team
dynamic within an organization.
Managing Conflict
in the Workplace Using
Emotional Intelligence
Vs.
Type B Personality
Type A Personality
Highly Competitive
Strong Personality
Restless when inactive
Seeks Promotion
Punctual
Thrives on deadlines
Multi jobs at once
Type B Personality
Works methodically
Rarely competitive
Enjoys leisure time
Does not anger easily
Does job well but
doesnt need
recognition
Easy-going
Aggressive People
Body language
Stiff and straight
Points, bangs tables to emphasize points
Folds arms across body
Verbal language
I want you to
You must
Do what I tell you!
Youre stupid!
Aggressive people
are basically
insecure.. Try to
avoid them.
Submissive people
Body Language
Avoids eye contact
Stooped posture
Speaks quietly
Fidgets
Verbal Language
Im sorry
Its all my fault
Oh dear
Submissive people
have a great sense
of inferiority
Assertive People
Body language
Stands straight
Appears composed
Smiles
Maintains eye contact
Verbal language
Lets
How shall we do this?
I think What do you think?
I would like
Types of Conflict
Within an individual
Between two individuals
Within a team of individuals
Between two or more teams within an
organization
Causes of conflict
Conflict of aims- different goals
Conflict of ideas- different
interpretations
Conflict of attitudes - different
opinions
Conflict of behavior- different
behaviors are unacceptable
Stages of Conflict
Conflict arises
Positions are stated and hardened
Actions, putting into action their
chosen plan
Resolution???
Preventing Conflict
Assess positive and negative
personality traits of people involved
Determine personality type
Aggressive
Submissive
Assertive
Preventing Conflict
Review past conflicts
Assess communication skills of those
involved
Read body language of participants
Preventing Conflict
Try to reduce conflict
Realize that communication is colored by
personal experience, beliefs, fear,
prejudices
Try to be neutral
Plan the timing and place of the
conversation
Realize that outside stress may add to
confrontation
Eliminate/reduce external interruptions
Preventing Conflict
Aids to Communication
Listen Actively
Relax
Observe body
language
Develop interest in
others interests
Ask for clarification
Plan what you are
going to say
Tailor words to
person
Determine the best
timing
Determine the best
place
Why is the
conversation
necessary
WACem method
Whats bothering you?
Quote
King Hussein
You achieve
your goals with
a smile or a
laugh. .
J. Paul Getty
Pretending,
Selective,
Empathetic
Emotional Intelligence
Management Competencies
Without emotional intelligence management
competencies , the executive or manager is more
likely to derail.
With these emotional intelligence management
competencies, managers and executives are
more likely to receive performance based
bonuses, higher salaries overall, and experience
greater job security.
Initiative
Sound decision-making
If a manager or executive is
low in their ability to make
sound decisions this will only
be accentuated in a period of
great uncertainty and
turbulence. Executives low in
this area may spend more
time than they can afford to in
analysis, may not
demonstrate the courage to
make choices, may avoid
taking responsibility, and may
lack the commitment to
execute a decision fully.
Empathy
When managers and executives
dont demonstrate enough
empathy in times of uncertainty or
crisis, they will likely be seen as
indifferent, uncaring and inauthentic all of which will make
employees be less cooperative
and less communicative. The
manager may be left feeling
misunderstood, and will have
difficulty reading their
employees
Communication
Managers and executives will be
hampered to an extraordinary
degree if they dont use adequate
communication skills during
turbulent times. By not
communicating well enough
managers will tend to avoid
getting into dialogue about
important issues, will often only
communicate good news and will
tend to try to hide bad news
hurting trust, and will have great
difficulty in managing
complicated issues. In addition,
they will appear unavailable and
uncaring to others, which will
hurt teamwork and cooperation.
Influence
When executives and managers
are low in the management
competency of influence they will
fail to leave the right impression,
will tend to alienate others rather
than getting support, may end up
working too independently and
even against the group, and will
have difficulty motivating the
group quickly enough to address
the eminent challenge
Adaptability
Without ramping up the ability to be
more adaptable in a time of
turbulence and uncertainty many
executives and managers will tend to
respond negatively to new, changing
situations. In addition, they may
show emotional strain to others
when they have to shift priorities;
tend to express, or simmer with,
frustration with change even if it is
for a positive purpose; will have
difficulty adapting their responses
and tactics to fit the emerging
circumstances; and ultimately will
often be hesitant in taking on new
challenges.
Self-management
When managers or
executives have low selfmanagement they tend to
react impulsively in
stressful situations,
possibly get overly
stressed, angry or upset
when facing rapidly
changing situations or
conflict at work; and
sometimes respond to
problems in a no
constructive manner
which often causes
unwanted consequences.
Advice on Using
Emotional Intelligence
in Your Life
Do not undermine
your worth by
comparing yourself
with others.
It is because we are
different that each
of us is special.
Do not set your goals
by what other people
deem important.
Only you know what
is best for you.
Do not be afraid to
encounter risks. It is
by taking chances
shut
thatDo
we not
learn
how to
lovebe
out
of your
brave.
life by saying it
is impossible to
find. The
quickest way to
receive love is
to give love;
the fastest way
to lose love is
to hold it too
your
dreams.
To be
without
dreams is
to be
without
hope; to
be
without
hope is to
be
without
Just do it!
Many of lifes failures are people who did not
realize how close they were to success when
they gave up.
T. Edison
Conclusion
Thus in today's scenario its very
important for any manager or
executive to learn this skill of
Emotional Intelligence
We all can be emotionally intelligent
by practicing it as it is a very much
trainable skill.
Lets learn it and use it for
organizational as well as for our
personal success.