Emotional Intelligence

Emotional
Intelligence (EQ) is
one's ability to
recognize emotions
and emotional
states and to name
them.
 Emotional Intelligence
• Emotional Intelligence is a critical dimension of a
person’s makeup required for productive adult
work and life.
• Emotional Intelligence (EQ) is one's ability to
recognize emotions and emotional states and to
name them. It also includes the ability to control
one’s emotions appropriately and to recognize
them in others and make interventions such as
calming or redirecting them in useful ways. EQ is
one of the important “soft skills” now recognized
as critically important for managers to master.
 EQ vs. IQ
• Calling abilities “intelligence” has the positive effect of
raising the status of abilities other than classroom
success, so that those who are able to do well on
traditional IQ tests are not considered to be somehow
“more gifted” than the rest of the class. On the other
hand, since intelligence is popularly considered to be an
inborn property, the idea of EQ may tend to make people
think they have no control over their strengths or
weaknesses in this area.
• However, it is clear that EQ can be learned and
improved upon over a lifetime, indeed, some may argue
that EQ is just what used to be called “maturity,” a
naturally increasing quality of life.
Four Categories of EQ (1)
• Self-Awareness: This
includes the ability to
“read” one's own
emotions and recognize
their impact; the ability to
assess one's own
strengths and
weaknesses; and a
sound self-confidence in
one's real capabilities.
Four Categories of EQ (2)
• Self-Management:
The ability to control
one's emotions
appropriately and to
use emotional
reactions positively
and effectively. Self-
management includes
self-motivation and a
sense of efficacy in
life and work.
Four Categories of EQ (3)
• Social Awareness: This is the ability to extend
self-knowledge towards other people: empathy,
or understanding others’ emotional states and
points of view; group dynamics, or clarity about
how organizations and communities work; and an
orientation to service, or making the situation
better for others, not only the self.
Four Categories of EQ (4)
• Relationship Skills: The fourth area is that of influencing
individuals and groups through one's well-developed self
and social awareness. Relationship skills allow the
emotionally intelligent person to manage conflict, help
others develop in his knowledge and skills, provide
appropriate leadership, and facilitate teamwork and
collaboration.
 Case
• Shaadikarle.com contains four particular
individuals who tend to cause restlessness
in the organization. After viewing their
respective cases, we shall use Emotional
Intelligence to enhance their standing in
the organization.
Enhancing Emotional Intelligence
Case(1)
• Vikrant has just joined shaadikarle.com after
graduating from a prestigious B-school and is
finding it hard to adjust with his co-workers.
• As an individual worker he’s excellent, but since
all the work is done in teams Vikrant never
speaks or contributes to the team.
• The team finds him a liability and often tease
and pick on him on his extreme shyness.
Enhancing Emotional Intelligence
Case(2)
• Jiya has been working for shaadikarle.com for a
year now, she is very emotional about her work
and frequently displays outbursts of pent up
emotions regarding abusive customers.
• She sometimes takes her negative emotions
home, causing outbursts aimed at her parents
and peers.
• She is very docile and simple and extremely kind
and friendly, but when she comes across
abusive clients she normally ends up in tears
and fights with her fellow workers.
Enhancing Emotional Intelligence
Case(3)
• Saurav has been working for
shaadikarle.com for two months now as a
phone operative. He is a prompt and hard
working individual but is over-zealous and
too ambitious in his approach towards the
clients, often ignoring their cultural and
ethical backgrounds.
• Saurav has repeatedly had problems with
clients as he was unable to decipher their
wants and ended up giving wrong and
culturally discriminative advice.
Enhancing Emotional Intelligence
Case(4)
• Shruti is a hardworking file manager who is
both prompt and quick in her decision
making skills.
• The management recently promoted her to
a team leader position and has a team of 4
under her tutelage.
• Sadly her performance has diminished and
her team members are failing to follow her.
They claim that she isn't strong enough to
influence them.
 How to Grow in Emotional
Intelligence (1)
• Anyone can improve in these areas if a
commitment is made to growth and learning.
Reflective analysis of past incidents where
emotional reactions played a critical role can help
to provide material for study of one's own EQ and
the areas in which one may wish to develop
further. At each level, self and social, awareness
and management, anyone can find a wealth of
personal anecdotes to reflect upon.
 How to Grow in Emotional
Intelligence (2)
• After fully remembering
the incident itself, try out
alternative responses or
emotional management
techniques in the
imagination to find ways
that may seem more
mature, intelligent, or wise
for dealing with the usual
conflicts and incidents of
life.
 How to Grow in Emotional
Intelligence (3)
• Reflective analysis and imaging of
alternatives, if practiced on a regular basis
can contribute substantially to increasing
your emotional intelligence, or EQ.
 Learning Emotional Intelligence
(1)
• Human emotions spring up in
response to stimuli that may
or may not be relevant to the
job at hand. Even if relevant,
the emotional reaction is not
necessarily proportional to the
importance of the stimulus
that caused it. Emotional
Intelligence is the ability to
maintain awareness of
emotions and their relative
strengths without allowing
them to take control.
 Learning Emotional Intelligence
(2)
• Using reflection and analysis, one can
increase one's ability to become aware
of the nature of emotional reactions
when they occur; to regulate the
translation of emotional reaction into
action, to respond more empathetically
to others by recognizing their emotional
states and to intervene in emotionally
charged situations to provide leadership
towards positive outcomes. Thus,
Emotional Intelligence is one of the
characteristics of a successful leader in
any arena of life.