Unit 5 - Emotional Intelligence

Ethical leaders need?

high emotional intelligence, as well as moral strength, grit, and courage

four building blocks involved in developing a high level of emotional intelligence.

1) Self-awareness exists when you are able to accurately perceive, evaluate, and display appropriate emotions. 2) Self-management exists when you are able to direct your emotions in a positive way when needed. 3) Social awareness exists when you are able to understand how others feel. 4) Relationship management exists when you are able to help others manage their own emotions and truly establish supportive relationships with others.

what are some ways you can improve your active listening skills?

1. The 80/20 Rule: Figuring out when to talk and when to listen requires social skills. Active listening should be outwardly focused, with an 80/20 listening to speaking ratio. If you like to be the center of attention and you get impatient when someone else is talking, you must practice exercising some impulse control. By hearing others out and reserving judgment, you can really learn something. 2. Ask Open-Ended and Follow-Up Questions: Another active listening strategy is to think of questions you can ask for clarification. No matter how thoroughly a speaker covers a topic, you can probably find gaps to ask about for clarification.

Affective Events Theory (AET)

AET is the connection between emotions, attitudes, and behaviors at work

Empathy

Empathy: This involves being attuned to the emotional signals of others and being able to relate and respond appropriately. This means being able to see things from more than one perspective and appreciate that not everyone will have the same opinion or reaction.

behavioral event interview

Behavioral Even Interviews : These are guided interview questions where individuals use their own words to describe their thoughts and feelings during a specific situation. The coach then uses individual responses to measure specific behaviors and competencies, and from there establishes a development plan.

EQ assessment tools

Behavioral Event Interviews, Simulation Feedback, Surveys

Machiavellian characteristics

Characteristics of people who are Machiavellian include utilizing emotional detachment to control their impulses; exhibiting careful, patient opportunist behaviors; and using subtle tactics such as charm, friendliness, and guilt to hide their true intentions

Cognitive dissonance

Cognitive dissonance is a term that refers to a mismatch among emotions, attitudes, beliefs, and behavior, for example, believing that you should always be polite to a customer regardless of personal feelings, yet having just been rude to one.

Deep acting

Deep acting takes surface acting one step further. This time, instead of faking an emotion that a customer may want to see, an employee will actively try to experience the emotion they are displaying. This genuine attempt at empathy helps align the emotions one is experiencing with the emotions one is displaying.

Emotional Intelligence (EI)

EI is defined as the ability to understand and manage emotions in oneself and in others.2 It can also be defined as how people understand each other by becoming aware of their own and others' emotions.

Emotional labor

Emotional labor refers to the regulation of feelings and expressions for organizational purposes

Emotional quotient

Emotional quotient (EQ) is a measure of the level of a person's EI. High EQ is a better measure of personal and work success.

Machiavellianism

Extreme cases of low EI and high awareness can be seen in people who are master manipulators or exhibit what is known as Machiavellianism.

Genuine acting

Genuine acting occurs when individuals are asked to display emotions that are aligned with their own. If a job requires genuine acting, less emotional labor is required because the actions are consistent with true feelings.

Grit

Grit is defined as "perseverance and passion for long-term goals."

Intelligence

Intelligence is the ability to think, learn, and adapt.

journaling

Journaling refers to the process of writing out thoughts and emotions on a regular basis and recording how you feel from day to day.

Techniques for Improving EI

Meditation, Mindfulness, Self Reflection, Journaling, Feedback,

Motivation

Motivation: This involves the ability to understand the emotional tendencies that impact your capacity to reach personal goals. This includes demonstrating the initiative to control your own destiny and the desire for continuous improvement. It also means displaying commitment and persistence, even in the face of challenges.

role modeling strategy

One role modeling strategy is to use emotional labels and language when communicating with others. (encourage that person to share his or her feelings) (be open about your own feelings and express them aloud) 2) Training and education programs 3) Coaching Programs

Personal competencies

Personal competencies relate to self-awareness, self-regulation and motivation.

Relationship management

Relationship management is the ability to assist others in managing their own emotions and to establish supportive relationships with others

Self-Awareness

Self-Awareness: This involves being attuned to your inner preferences, values, beliefs, and resources. Knowing yourself and recognizing patterns of behavior

Self-Regulation

Self-Regulation: This involves being able to manage your internal state. This includes demonstrating self-control, transparency, and adaptability. It means controlling your impulses, being authentic about how you feel and what you believe, and being flexible enough to adapt.

Self-awareness

Self-awareness is the ability to accurately perceive, assess, and exhibit appropriate emotions.

Self-management

Self-management enables you to channel your emotions in a positive way when needed.

Simulation Feedback

Simulation Feedback: Individuals role-play in challenging EI simulations and are provided feedback based on their behavioral choices. Coaches then discuss what went well and what could be done differently based on EQ competencies.

Social Skills

Social Skills: This involves a broad range of behaviors related to managing relationships and responding to the emotions of others. It means navigating complex situations in a caring way, considering the concerns of others, and establishing positive relationships. Qualities of those with a high level of social skills include collaboration, conflict management, persuasion, and cooperation.

Social awareness

Social awareness refers to the ability to empathize and understand how others feel.

Social competencies

Social competencies relate to developing empathy and social skills.

Supportive communication

Supportive communication is a strategy that seeks to preserve a positive relationship between communicators while still addressing the problem at hand

Surface acting

Surface acting requires an individual to exhibit physical signs, such as smiling, that reflect emotions customers want to experience

Surveys

Surveys: Paper or online questionnaires ask learners to describe their preferred actions in specific situations. More sophisticated surveys require trainers or coaches to be accredited.

meditation

engage in undisturbed reflection, also known as meditation

mindfulness

mindfulness—a state of consciousness in which you are aware of the present moment.

Feedback

receive feedback from an objective observer, such as a coach or mentor. Feedback is important in helping you understand how your behavior is perceived by others.

4 principals to determine EI

self-awareness, self-regulation, motivation, empathy, and social skills.