Emotional and Cultural Intelligence
Maslow's Hierarchy of Needs
(level 1) Physiological Needs, (level 2) Safety and Security, (level 3) Relationships, Love and Affection, (level 4) Self Esteem, (level 5) Self Actualization
Sympathy
(n.) - an expression of pity for another, compassion Not the same as Empathy. Connotes an emotion - a feeling of sorrow about another person's plight.
Skills You Need
* Acquiring knowledge * Strategic thinking * Motivation and ability * Adaptability and performance
Becoming Mindful
1) Start by paying attention to your breath. During stress you breath more shallow. Breathe deeply to keep sense of calm. 2) Pay attention to sensations in your body. Be familiar with how you respond to environmental cues and people. 3) Mindfulness requires you to go beyond being present and to be conscious of your awareness. Presence does NOT equal awareness.
Four Domains of Emotional Intelligence
1. self-awareness 2. self-management 3. social awareness 4. relationship management
Lesson 11: Improving Your Communication Skills
Apply EI techniques to business communication. Describe how EI can help overcome communication barriers.
Changing Nature of the Contemporary Workplace
Changing due to: * Globalization * Rapid Advancement of Technology * Diversity * Innovation * Increase in overseas hiring of remote workers and teams. * Outsourcing of work, projects and tasks to various people around the world. * Ethics * Culture
Three components of cultural intelligence
Cognitive, the physical, the emotional/motivational
Cultural Differences in Listening
Communicating a message requires communicators and listeners. Heavily influenced by culture. Eye contact vs no eye contract. Perception differs. Tone matters. Pronunciation. Avoid sarcasm. Some cultures interrupt or interject to indicate listening. Listening does not equal agreeing. Avoid communication that may leave someone feeling defensive or less important.
EI and CI: How They Relate
Competent - EI and CI require communication -encourage you to continue to learn - interact with those around you and those from other groupls Skills needed: *self-aware *manage relationship with self and others * be comfortable with ambiguity * practice mindulness * practice critical reflection * use empathy * communicate effectively
The Five C's of Communication
Context, clusters, congruence, consistency, and culture.
Written Communication Across Cultures
Differences in how countries write dates. Never use racial slurs or profiling, never use profanity, avoid slang. Be mindful and respectful of religious beliefs (avoid words like bless, god, Bible, religious holidyay names, etc...) Write as if the world is reading. Use proper grammar. Correct subject/verb placement. Use Proper names.
Lesson 9: How Well Do You Communicate?
Evaluate personal communication skills within the emotional intelligence framework.
Lesson 5: Core Beliefs
Evaluate personal core beliefs in relation to the concept of corporate social responsibility (CSR).
Lesson 19: Communicating Across Cultures
ID cultural dimensions in communication. Recognize appropriate behaviors for multiple cultural settings.
Lesson 18: The Skills You Need to be Considered Culturally Intelligent
ID skills needed to interact with integrity and adaptability.
Lesson 21: The Relationship between CI and Communication
ID the relationship between CI and communication.
Empathy
Identification with and understanding of another's situation, feelings, and motives.
Why is intercultural communication important? Part 2
Integrated markets and global networks bind people together. Failure to be culturally aware in your communications can lead to negative feelings, distrust in relationships, and coworkers or clients who refuse to work with you. Importance of considering multiple points of view.
Lesson 2: Self-Evaluation of EI
Perform a self evaluation of EI
Mindfulness Curriculum (Christiane Wolf MD PHD and J. Grep Serpa PHD)
Stop for a moment. Do not react. Reflect. Take a breath. Inhale and exhale fully. Track your breath, sensing the chest rising and falling. Observe. Notice what is happening in your body. Observe your thoughts and/or the story you are telling yourself. Think: my thoughts are not facts. ID your emotions. Proceed. Move forward in a way that is consistent with your values.
Module 6: Culturally Intelligent Communication Introduction
Student demonstrates CI when communicating in order to collaborate effectively in the contemporary workplace.
Nonverbal Competence
The ability to process and use nonverbal codes to convey content in effective ways.
Verbal Competence
The ability to process and use words, phrases, and other linguistic devices in an effective way.
Personal Space
The physical space individuals maintain between themselves and others. Differs amongst different cultures.
Intercultural Sensitivity
mindfulness of behaviors that may offend others
Culture
Beliefs, customs, and traditions of a specific group of people that are modeled, taught, and learned from one person to another. Culture is learned, shared, dynamic, systemic, and symbolic.
Module 5: Ethical Cultural Intelligence
The student demonstrates adaptability and integrity within culturally diverse, contemporary workplaces.
Module 4: Cultural Intelligence
The student describes the importance of CI in a professional settings in order to understand motivations and attitudes of individuals within diverse groups.
Module 3: Emotionally Intelligent Communication
The student implements appropriate behaviors, tools, and processes for emotionally intelligent communication.
Developing Your Cultural Competence
* Value diversity *Cultural self-assessment *Be conscious of the dynamics inherent when cultures interaction familiarity * Having institutionalized culture knowledge * Having developed adaptions to service delivery reflecting and understand of cultural diversity Five elements should be manifested at every level of an organization: policy making, administrative, and practice.
How to improve intercultural communication Part 2
*Compare cultures. *Shift your perspective. You do not have to know everything. To know something and apply what you have learned demonstrates mastery and competence. * Time, space, gestures, and gender roles can be studied, even if you lack a larger understanding of the entire culture. * There are rules that you can learn. *Experience counts. Try experiential learning. *Intercultural communication can be applied to international business. *When in multinational meetings with non-native speakers, suggest that communication rules be implements. Authors sugges an order for who speaks and when, encourage clear and simple language, and encourage questions and comments to confirm understanding of all involved. *Could result in a more trusting and professional relationship.
Communication and Leadership
*Leaders who engage in frank, open, two way communication are seen as informative *Communication is enhanced when the manager listens carefully and is sensitive to others *A major underlying factor is an ongoing relationship between manager and employees *successful leaders are able to persuade others and enlist their support *Informal communication makes up a lot of conversations ** Important to consider the medium of conversation
Research scientists Peter Salovey and John Mayer describe EI as ...
A form of social intelligence that involves the ability to monitor one's own and others' feelings and emotions, to discriminate among them, and to use this information to guide one's thinking and action.
Cognitive Intelligence
A mental capacity that includes processing information, reasoning, problem solving, thinking abstractly, comprehending complex ideas, and learning from experience.
Self-Awareness
Denotes the ability to know yourself and understand your feelings. - **Emotional Awareness, Accurate Self-Assessment, Self-Confidence
Lesson 17: Culture in a Changing Workplace
Describe cultural factors in the changing workplace.
Lesson 6: Empathy
Develop Empathy Skills
Four components of CI (defined by Van Dyne, Ang and Livermore)
Drive - level of motivation Knowledge - what you know and do not know about various cultures Cognitive and metacognitive or strategy - how you plan to apply yourself and adapt in cultural interactions Action or behavior - being able to act and be flexible and adaptable in cross-cultural interactions
Lesson 13: Self-Assessment
Evaluate Personal CI
Lesson 7: Business Ethics
Evaluate levels of congruence and conflict between personal and business ethics.
Competency Goals
Graduate applies emotional intelligence (EI) to improve intrapersonal and interpersonal interactions.
Organizational Change
Process of transforming an organization's strategies, processes, procedures, technology and culture, and the resulting effects these changes have on the organization, its employees, communities, and global enterprise.
Module 1 : Emotional Intelligence
Proficiency Goal: Student assesses personal emotional intelligence in order to develop a personal plan of improvement.
Ethics
The principles of right and wrong that guide an individual in making decisions. A system of moral principles.
Mindfulness
The state of being alert and mentally present for one's everyday activities. On the current moment or activity, and accepting what is without passing judgment.
Daniel Goleman's views on emotional intelligence
He believes that we have something called "emotional intelligence," which is the knowledge and ability to manage our emotions, respond appropriately to situations, and the ability to make sound emotional decisions. He argues that this kind of intelligence is more important in life than the traditional math/verbal kind of intelligence that schools seem to glorify to the detriment of developing kids with good emotional skills needed to make sound decisions. Successful managers and leaders possess a high percentage of EI. Developed more effective and supportive organizational climates or cultures and achieved higher productivity gains with their workforce. EI contributes to 80-90% of the competencies that distinguish outstanding leaders from average leaders. Behaviors identified include: 1)Ability to recognize and understand their own moods, emotions and drives as well as their effect on others. 2) Ability to control or redirect disruptive impulses, moods and to think before acting. 3) The passion to work for reasons beyond money or status and the propensity to pursue goals with energy and persistence. 4) The ability to understand the emotional makeup of other people and the skill in treating people according to their emotional reactions, the proficiency in managing relationships, building networks and the ability to find common ground and build rapport.
IQ Test
A test designed to measure intelligence on an objective, standardized scale.
Leadership and Communication Main Ideas
* often have superlative powers of communication * motivate others to take action and pursue goals *traits incl. - inspire trust, curiosity, integrity, listening, charisma, inspire others, influence others to take bold risks, use their time, talents, and resources for the shared goals of the organization, stress tolerance ** Galton - Hereditary Genius - "leadership is a characteristic ability of extraordinary individuals whose decisions, therefore, are capable of altering the course of our history." (Zaccaro, 3008) **Maamari posits that leadership is very much relationship-based because it requires that the leader exhibit traits that inspire people's trust, lead to a willingness to follow an individual.
Cultural Intelligence (CQ)
The ability to use reasoning and observation skills to interpret unfamiliar gestures and situations and devise appropriate behavioral responses.
Behavior in the Contemporary Office
1 - Adaptable 2 - Cultural sensitivity 3 - Respectful 4 - Understanding 5 - Team Minded 6 - Diversity Acceptance 7 - Communication skills training 8 - Flexibility 9 - Resilience for other viewpoints you disagree with. 10 - Lead by example 11 - Empathy 12 - Be inclusive, Think first, Ask questions 13 - Keep office space neat. 14 - Volunteer for collaboration projects that push you to remove boundaries. 15- Use Appropriate language. Be professional. Use respectful language. 16 - Be patient.
Email Etiquette
1) Be clear about topic in subject line. 2) Be brief while ensuring you are providing enough info and context. 3) Do not send email when emotional. 4) Do not respond to an email and change subject line. 5) Read email before responding or taking action. 6) Avoid emoticons, emojis, and using all caps. 7) Proofread for grammar, typos, and to ensure your meaning is conveyed. 8) Respond ASAP. If you know some time will lapse before you have an answer, let the sender know an appropriate time frame. 8) Recognize when email is not the best way to communicate, and instead connect in person, by telephone, or through video conference.
Impact of Technology
1) Blurring boundaries of companies. 2) Reshaping skills needed for work. 3) Reshaping the physical workplace by providing the opportunity for many workers to become remote workers, so office space and overhead are being reduced by some organizations. 4) While some worry robots will replace workers, threat to jobs is exaggerated. 5) In developing countries, a large number of workers remain in low-productivity jobs, often in informal sector companies whose access to technology is poor. 6)Tech, particularly social media, affects the perception of rising inequality in many countries. Increased exposure to different lifestyles through social medial and other digital communications heightens the desire to keep up with our neighbors.
Be Professional at Meetings
1) Plan and set a purpose for the meeting. Create agenda and distribute before meeting. 2) Invite only those who can contribute to or benefit from attending. (stakeholders and opponents) 3) Consider timing of meetings. Early AM if high participation is required. Midmorning and late-morning do not run into lunch. Lunch if attendees are fed. Midafternoon meetings require energetic presenters/activities/engaging topics. Late-afternoon - ok if do not conflict with departures. 4) Set meeting expectations up front. Incl how/when attendees will be asked to contribute / breaks / use of devices is permitted. 5)Facilitate the meeting so no one person dominates. If someone brings up an issue not related directly to the purpose of the meeting, set aside the topic for discussion at a later time. 6) Wrap up meeting by summarizing action items and assignments. 7) Start/end on time. 8) Thank people for attendance, discuss next steps, and then confirm them in an email.
Social Enterprise
A business with the objective of fulfilling a social need with programs that is funded by business profits.
Gig Economy
A labor market characterized by the prevalence of short-term contracts or freelance work as opposed to permanent jobs.
EQ Test
A measure of your ability to understand and manage your emotions, gauge the emotions of others, feel empathy, and behave in ways that are sensitive to others' feelings.
Personal Ethics
A person's belief structure about what is morally right and wrong. Influenced by your parents, family, peers, teachers, and certainly from your social interactions as you mature.
Core Beliefs
A person's fundamental ideas, held as true, about oneself, and the world. Tend to be absolute and inflexible.
Community Development
A process designed to create conditions of economic and social progress for the whole community with its active participation and the fullest possible reliance on the community's initiative.
Stakeholders
All the people who stand to gain or lose by the policies and activities of a business and whose concerns the business needs to address. -- clients, customers, supplies, investors, retailers, employees, the media, the government, members of the surrounding community, competitors, and even the environment are stakeholders in a business.
Innovation
The action or process of implementing new methods, ideas, and products with the expectation of making things better, easier, and more efficient.
Business Communication
Communication that typically has an underlying business purpose or objective participants want to achieve as a result of their interaction. A high proportion of your communication is task-related and has a clear work objective. Work communication objectives include: * accomplishing work processes. * communicating your personal intentions, such as friendliness of collegiality to est and maintain interpersonal relations. * demonstrating who you are in org. hierarchy by using a language that is representative of your position. * managing and motivating people. * expressing solidarity and reinforcing group identity. * learning about and creating the workplace culture, through your language use and vocabulary, and through discussions about what is acceptable and what is not.
Lesson 3: Why is Emotional Intelligence Important?
Describe the benefits of EI in a business context.
Lesson 20: Why You Need to Be Culturally Aware at Work
Determine how to build trust in the workplace through effective communication.
Individualism vs. Collectivism
Dimension is about how independent people feel, rather than being dependent or interdendent on others. Collectivism also means the members of society know their place or social standing within the group and often consider the group welfare before their own.
Lesson 16: Self-Assessment
Evaluate personal adaptability and integrity within the CI framework.
Self-regulation
Exercising your capacity to free yourself from mindlessly reacting to someone or something. You are more than your impulses, and you can learn what triggers you and how. By becoming aware of the trigger and understanding your own reactions, you can begin to step out of a reactive mode and into a more mindful and thoughtful response (Goleman, 1996).
Lesson 4: Mindfulness
Explain how mindfulness can help develop EI
Lesson 15: How to Become Culturally Intelligent
Explain what it means to be culturally intelligent in professional environments. 1) Commit to Practice 2.) Develop a Plan 3) Do the Plan 4) Get feedback.
Lesson 10: Business Communication and Emotional Intelligence
Explain why EI matters in business communication.
Femininity vs. Masculinity
Females are more passive and expressive, less competitive, more emotionally close and sympathetic; males are more active and competitive with a great value of wining and coming out ahead.
Hierarchy of Emotional Skills and Abililities
First step: Perceiving emotion! **achieving proficiency in emotional intelligence is to be aware of your own emotional states. Second step: Using emotion! **use emotions to facilitate thinking and problem solving. Third step: Understanding emotion! ** involves developing a deeper understanding of your more complex emotional life and expressing emotions and needs accurately and appropriately. Fourth step: Managing emotion! ** mange emotions in order to grow and achieve our goals.
Module 2: Ethical Emotional Intelligence
Goal: Student demonstrates the ethical application of EI while contributing to a socially responsible corporate culture.
Hofstede's Cultural Dimensions
Individualism-Collectivism, Power Distance, Uncertainty Avoidance, Masculinity-Femininity, and Long-Term--Short-Term Orientation.
Indulgence vs. Restraint
Indulgent cultures freely allow gratification of desires that allow individuals to enjoy life and have fun. Restrained cultures have strict social norms and discourage acting simply out of want.
Why is Cultural Awareness Important?
Intercultural and international business focuses less on the borders that separate people and more on the communication that brings them together. Requires interaction that promotes efficiency and effectiveness. More than two people from different countries, includes different locations in same country (city vs country), different educational backgrounds, etc...
Experiential Learning
Learning from experiences. Five-step plan: 1) Set a realistic goal. 2) Create a goal statement. 3) Create a list of resources, including people and materials. 4) Set aside time for regular practice. 5) Lose the fear, and put the practice to the test. ** Get feedback and reflect.
long term vs short term orientation
Long-term orientation refers to how society views future rewards such as persistence, thrift (savings) and change. Short-term orientation, which sees fostering virtues of the past and present (national pride and respecting traditions).
What is Empathy and Do You Have It?
Main Ideas: 1) Empathy is the capacity to feel another's joy, pain, disappointment, or sorrow. 2) In German, Theodor Lipps, created term Einfuhlung meaning in-feeling and describes the emotional appreciation of another's feelings. 3) Per Zinn emphasizes the "vicarious sharing of another's experience." 4) Keen broadens definition to include an ability to participate emotionally while not getting actively involved. 5) Empathy requires respect. 6) Empathy insists on letting go of "being right" and moving forward to "make it right."
Uncertainty Avoidance Index
Measures the tolerance of uncertainty and ambiguity.
Contemporary Workplace
Modern businesses that function at a fast pace, with rapidly changing technology and a vast, competitive marketplace.
Communicating with a Global Workforce
More than spoken words. Gestures and mannerisms speak.
Begin with Self-Awareness
Moving to a higher level of competency means going beyond the awareness of emotions to the deep-seated core beliefs that are driving them. ** Being aware of where your emotions originate gives you more tools to work with when it comes to self-management.
Lesson 1: The Four Domains of Emotional Intelligence
Objective: Discuss the four domains of emotional intelligence (EI).
How to be Culturally Intelligent at Work
Organizational cultures, or corporate cultures, reflect the beliefs, values, and assumptions of an organization. Organization have many subcultures within them such as the values, beliefs and norms present in team environments. * Understand cultural differences and their manifestations. * Be able to transfer cultural knowledge from one culture to another. * Recognize their biases, assumptions and cultural frameworks. * Be motivated and committed to working through cultural conflicts. * Be willing to adapt and learn to live and work with different cultures.
Group Thinking
People thinking alike and ignoring any alternatives. Thinking blind spot that can hamper creativity both for the individual and the group.
Sustainable Business Practices
Practices that meet the current needs of businesses without compromising the needs of future generations.
Microfinance
Provision of small loans and financial services to individuals and small businesses in developing countries.
Intercultural Communication Competence
The ability to effectively and appropriately use verbal and nonverbal communication behaviors in a culturally diverse environment or situation. Demonstrate respect, understanding and tolerance of others' cultural identities and world views. Differences amongst cultures: 1) Personal/physical space 2) Hand gestures and body movement 3) Eye contact 4) Conversation fillers versus silence 5) Conversational Brevity - Direct and Indirect Communication
Unit 3: Cultural Intelligence
The graduate demonstrates cultural intelligence (CI) with multicultural and contemporary business situations.
Listening with Empathy
The intellectual identification with our vicarious experiencing of the feelings, thoughts, or attitudes of another. Active listening requires you to be engaged in the moment and to meaningfully receive the words and body language of someone else. Most of the receiving and decoding of nonverbal communication is done without conscious awareness. You can learn about people simply by observing how they use their faces, bodies, and hands. But to accurately decode those signals, you need to interrupt your automatic judgement system and analyze your impressions. Eye contact is also something to be aware of -- is someone or you making or breaking eye contact? why? The five C's (Goman,2008): 1) Context - Where / under what conditions is communication happening? 2) Clusters - When a person wants to make a point, it will often be accompanied by more than one gesture, including facial expressions (however slight). 3) Congruence - Do a person's words match the tone of voice? 4) Consistency - Everyone has certain patterns, which are typically across time. 5) Culture - Do not forget that culture plays a very large role in communication and defines what is acceptable in terms of gestures, tones and words.
EI and Performance Main Ideas
1) By setting expectations as well as being a role model, a leader with a high degree of emotional intelligence can help teams be more collaborative AND more motivating. 2) Teams may develop higher degree of awareness if each team member is responsible for collaborative efforts and the sensitivity to other's needs, which will build trust and strengthen bonds. 3) Team EQ is significant factor in determining overall performance. (research by Vanessa Urch Druskat and Steve B. Wolff) Teams should work to establish norms for emotional awareness and regulation at all levels of interaction, teams can build the solid foundation of trust, group identity, and group efficacy they need for true cooperation and collaboration -- and high performance overall. 4) An emotionally intelligent culture will reap benefits from high engagement and low rates of absenteeism.
Self-Management
1) Emotional self-control is a core component of emotional maturity; ability to control your feelings and express them appropriately is a fundamental aspect of self-management. 2) Achievement orientation refers to how goal-oriented you are and your ability to work toward your goals. 3) Adaptability refers to how resilient you are and your ability and willingness to change course when necessary. 4) Positive outlook is a term that connotes your view of the world. Do you hope for the best and prepare for success? ** Emotional Self-Control, transparency, adaptability, achievement, imitative, optimism
Social Awareness
1) Empathy is the ability to form connections with others while understanding and acknowledging their emotions and points of view. 2) Organizational awareness denotes the ability to ability to effectively articulate your own perspective and sense whether your message is getting across and making an impact. ** Empathy, organizational awareness, service orientation
Relationship Management
1) Inspirational leadership connotes good mentorship, admirable modeling, and your ability to bring out great qualities in others. 2) Influence is a term that involves articulating points in persuasive, clear ways that effectively motivate others. 3) Conflict management is the practice of skills that improve relationships while settling disputes, differences of opinion and misunderstandings. 4) Coach and mentor is a single term for two processes that help others build their skills and knowledge. 5) Teamwork and collaboration is a single term that denotes your ability to work with others in an effective manner. ** Developing others, inspirational leadership, change catalyst, influence, conflict management, teamwork and collaboration.
Mindfulness and EI Go Hand in Hand Main Ideas
1) Mindfulness increases EI 2) Mindfulness provides space for you ID and understand what is going on emotionally. 3) Mindfulness means you accept situations WO judgment, you can more easily navigate them in a way that has positive impacts for all.
Cross-cultural communications skills
1) Self-aware 2) Open and objective - willing to adopt new ways and approaches 3) Flexible and adaptable - adjust quickly 4) Seek continuous improvement - self-reflecting, asking for feedback, learning new things and being curious, you demonstrate your ability to use both EI and CI 5) Ask - when you do not know something, ask for clarification, do not make assumptions 6) Practice empathy - see world through eyes of others, and learn how they make decisions and how they communicate 7) Be friendly and approachable - critical to the skill of relationship building is the ability to remain friendly and approachable, which may lead to a more trusting relationship. 8) Practice patience: avoid getting upset with someone when he or she does not understand you - and be patient when you do not understand someone.
Emotional Intelligence (EI)
A form of social intelligence that emphasizes the abilities to manage, be aware/recognize, and understand emotions and use emotions to guide appropriate thought and action and the ability to express your emotions. (Self-Awareness, Emotional Regulation and Management, Social Awareness) The ability to handle relationships thoughtfully and appropriately.
Diversity
A range of different people (age, sex, ethnicity, religious beliefs, ability) being included in something. (Acknowledging, accepting, and embracing the things that make people different, and ensuring that a group of people includes those differences.) Global organizations benefit having employees who understand and represent the new target market who may contribute to the organization's expansion efforts. May increase employee engagement because employees feel valued, appreciated and included. Can become an organizations competitive advantage. Benefits of globalization: increased productivity, global competition and inexpensive imported goods, innovation and new ideas, provide poor countries change to develop economically through foreign capital and technology investments.
Subculture
A smaller group(s) within a culture, which have varied norms, beliefs, and values that are different from the larger group or majority.
Colloquialism (Colloquial)
A word or phrase that is not formal or literary. It is still used in literature to provide a sense of actual conversation and the use of pronunciation, grammar, and vocabulary of everyday speech.
Mindfulness Qualities
Acceptance, nonjudging, nonstriving, letting go/letting be, patience, trust, beginner's mind (seeing with fresh eyes), gratitude, generosity. ** nonjudging - moves judging to noticing of the behavior instead ** trust -- developing deep trust in yourself -- your body, heart, and mind -- to lead you to what is best for you.
Breaking through Resistance Main Ideas
Communication Barriers Incl: environment, people's emotions, anxiety Principles to providing supportive communication: Congruence: Message is aligned with your thoughts and feelings. Descriptive: When relaying an incident, focus on facts: what happened, how did it affect you, and how did you react? Avoid using any sort of evaluative or judgmental language. Validation: Treat the other with respect and show that you are flexible and willing to collaborate. Specificity: Avoid overgeneralizations or speaking about extremes (always/never) Conjunctive: Do not change topics midstream. Follow the flow of what has been said previously to demonstrate listening and full participation. Make sure everyone involved in the communication has an equal opportunity to contribute to the conversation. Ownership: Take responsibility. (Using "I" statements, avoid projecting your assumptions/beliefs onto another person or blaming them.) Problem orientation: Focus on problem and what can be done to change a situation. Supportive: Actively listen and remain present in the conversation even when it gets difficult. Maintain eye contact and stay engaged.
Corporate Social Responsibility (CSR)
Contributions of businesses to the global and local communities with which they interact. Ethical role of the corporation in society. Aim of CSR is to increase long-term profits and shareholder trust through positive public relations and high ethical standards to reduce business and legal risk by taking responsibility for corporate actions.
Cultural Intelligence versus Cultural Quotient
Cultural intelligence is not just about knowing where you come from and what makes you, you. It goes beyond awareness of diversity and what makes people different or the same. It is being sensitive to the different cultures that make up a group. The skill of being able to work with different cultures effectively. 4 Cultural Capabilities or Quotients (Gozzoli and Gazzaroli): 1) CQ Drive (Motivational CQ) - level of interest you have, determination and confidence to function effectively within a culturally diverse situation. 2) CQ Knowledge (Cognitive CQ) - level of understanding of cultural similarities and differences. 3) CQ Strategy (metacognitive CQ) - ability to plan for interactions in a culturally diverse interaction, your ability to remain present during the interactions, and your ability to be aware of potential cultural differences, as well as critically evaluating the interaction to ensure your next interaction is as good or better. 4) CQ Action (behavioral CQ) - ability to apply a broad range of skills (EI, Empathy, Communication skills) and behaviors (active listening, genuine curiosity, polite inquiry) during culturally diverse interactions.
Digital Communication
Data in a form that can be transmitted and received electronically. * Communication through email and instant messaging platforms. ** Important to pay attention to the little details in your communication. Following the rules of grammar and correct spelling is a baseline to ensuring your communication is professional and, thus, taken seriously by others. ** As you write, think of your audience. What does your audience know about this topic? How much background, or context, do you need to provide? If you are communicating with executives, you are going to be more formal and give them a high-level summary; on the other hand, you need to provide more details for your manager or team members. ** Proofread your writing. **Corporate communications departments take on responsibility of being a watchdog for the reputation of a company. ** learn when to communicate digitally or by phone when it will expedite solving a problem or having a give-and-take needed to reach a consenses.
Lesson 12: What is Culture?
Define culture as a social construct.
Lesson 8: Corporate Social Responsibility
Discuss how EI contributes to corporate social responsibility.
Emotional Intelligence as a Job Skill
EQ places as more valued than IQ. 3/4th of respondents state EQ workers more likely to be promoted. 59% claim that low EQ would not be overlooked even if the candidate presents with a high IQ. ** Employers look for high EQ because many organizations are "flat" and relay on individuals collaborating in cross-functional teams. ** The "how" you do your job is measured as well as the "what" you accomplish. ** High EQ is highly regarded because it allows workers to achieve more through collaborative efforts that leverage the expertise and experience of each team member. ** Solid relationships with others mean you can influence others as well as listen and consider perspectives that may be foreign to you.
Lesson 14: Connecting Emotional Intelligence and Cultural Intelligence
Explain how EI can elevate personal cultural awareness.
IQ versus EQ
IQ: 1) Use knowledge to solve problems. 2) Analyze and reason 3) Understand abstract concepts 4) Perceive and interpret spatial information 5) Use numbers and perform calculations EQ: 1) Identifying emotions. 2) Evaluating how others feel. 3) Controlling one's own emotions. 4) Perceiving how others feel. 5) Using emotions to facilitate social communication. 6) Relating to others.
Empathy vs Sympathy
In empathy, we understand the feelings of others. In sympathy, we feel the feelings of others.
The Interplay of Personal and Business Ethics
Kohlberg stages of moral development (relates to the way people think they ought to behave.): Level 1: Pre-conventional morality Stage 1: Obedient behavior driven by avoiding punishment. Stage 2: Behavior driven by self-interest and rewards. Level 2: Conventional morality Stage 1: Interpersonal behavior driven by social approval. Stage 2: Behavior driven by obeying authority and conforming to social order. Level 3: Post-conventional morality Stage 1: Behavior driven by balance of social order and individual rights. Stage 2: Behavior driven by internal moral principles. Additional points: * If you personal ethics are at odds with the organization, you will be, at the very least, uncomfortable. ** Ethical organizations that value you and your contributions will want to leverage beliefs that motivate you to behave in conscientious ways that benefit the greater good. ** Behaving ethically requires that you meet the mandatory standards of law, but that is not enough. Must go above and beyond law to do what is right. ** Culture has a tremendous influence on ethics and its application in a business setting. Business operates within at least two cultures: its organizational culture and the wider culture in which it was founded. Ethics is not static but changes in each new era.
CSR is on the Rise
Main Ideas: 1) Many US citizens expect companies to generate a profit and conduct themselves in an ethical and socially responsible manner. 2) CSR strategies encourage the company to make a positive impact on the environment and stakeholders. 3) A sense of CSR reflects emotional intelligence. Drivers: Pressure from consumers, stakeholders, investors, supply chain and/or employees. Common approaches: CSR, Microfinance, venture philanthropy, sustainable business practices, community development, social enterprise
Negotiation
Negotiating means managing relationships and showing genuine care about the other person's desires and needs. Main ideas: 1) Working on cross-functional teams in an org. is, by default, a type of negotiation because you have to work with people whose performance rating depends on other department goals and directives. 2) A good negotiator will demonstrate many of the competencies of EI. When you are in position to negotiate, it is helpful to image how you would view the situation from the other person's perspective. Although it can be challenging to take a boarder view, remember there are no absolutes. Ideas on being a successful negotiator: * manage relationships carefully, noting needs/styles of others and reacting accordingly. * network with people effectively to build relationships and ID who is influencing whom * choose words/actions that enhance their desired outcomes and seldom regret anything they have said or done. (comes from experience) * know in advance what they want and are prepared to lose a battle to win the war. They take the time to clarify, personally and organizationally, what their focus is and why, thereby eliminating any doubt within their team before commencing negotiations with external parties. * tend to enrich more people than just themselves because they know it is only through helping others that they can help themselves.
Ethics
Principles that govern behavior. Affected by culture, geography, and the historical time period.
Empathy
The ability to understand and share the feelings of another person. Deepens our connection with one another through allowing a feeling of truly sharing another person's experience.
Power Distance Indicator
The extend to which less powerful members of an organization not only accept but also expect power among members to be unequal.
Business Ethics
The polices and practices that are condoned by a business, for example, corporate governance, confidentiality, and social responsibility.
Venture Philanthropy
The practice of supporting philanthropists or social entrepreneurs by providing them with networking and leveraging opportunities.
Acculturation
The process by which individuals adapt by assimilating the values, norms, and customs of the prevailing culture.
Enculturation
The process by which individuals learn the norms and expectations of a group with which they are affiliated.
