Office of the Auditor General of Canada Emotional Intelligence at Work for the Financial Management Institute June 1, 2009 Facilitated by: Laurie Rose

Office of the Auditor General of Canada

Emotional Intelligence at Work

for the

Financial Management InstituteJune 1, 2009

Facilitated by:

Laurie Rose


Session Objectives

Understand the general concept of emotional intelligence and why it mattersKnow the four components of emotional intelligence and their associated competenciesUnderstand how emotion physically manifests itself in peopleHave tips for managing themselves and their relationships with others


So, what is emotional

intelligence?


Definition

The capacity to get optimal results from your relationships with

yourself and others.

(6 Seconds EI Network)


Emotional Intelligence is not:

AptitudeAchievementPersonalityNecessarily being nice to peopleWearing your emotions on your sleeveA “woman’s touch”Something you’ve got or you don’t


The difference between a top and average performer is:

1/3 due to technical skills and cognitive ability

2/3 due to emotional competence


Higher levels of emotional intelligence are associated with better performance in the following areas:

Participative management

Putting people at ease

Self-awareness

Balance between personal life and work

Straightforwardness and composure

Building and mending relationships

Doing whatever it takes

Decisiveness

Confronting employee problems

Change management


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Tuning In To Your Self

Why bother???


Choice begins the moment you

become present …

Eckhart Tolle, The Power of NOW


Emotions are not good or bad.

They just are.


Self Management

• Self Control

• Adaptability


GAP

SITUATION RESPONSE


Amygdala Hijacking

1. A trigger2. An instant reaction3. A strong emotion4. A subsequent feeling of

regret


Being Proactive

Watch yourself Find a modelNotice the signalsShort circuit the hijack


Stop!

Acknowledge and feel the emotion rather than denying or minimizing it. Calm down. Think before you act.

Go!

Pick your best alternative. Guide or channel the emotional energy into

an appropriate, constructive response.

Choice Point -

Listen to the information or feedback the emotion is giving you. Think of all

the things you could do and the consequences of each.


Self Talk


Areas we can neither control nor influence

Areas we can influence

Areas we can control

Circle Of Influence

(S. Covey, 7 Habits of Highly Effective People)


Tuning In To The Other Person

• Empathy / Empathie

• Service Orientation / Souci de service a la clientèle

Écoute des autres


Negative Listening Patterns

The FakerThe InterrupterThe Intellectual or Logical ListenerThe Happy HookerThe Rebuttal MakerThe Advice Giver

50 Activities for Developing Emotional Intelligence


Me, My Emotions &

Their Impact


Relationship Management

• Influence

• Conflict Management

• Teamwork and Collaboration


Communicating from the Heart

Hear and understand me

Even if you disagree, please don’t make me wrong

Acknowledge the greatness in me

Remember to look for my good intentions

Tell me the truth with compassion

(Copyright 2001 Steve Goodier, Publisher of Your Life Support System)


Top 10 Suggestions for Developing Emotional Intelligence

1. Label your feelings rather than labeling people or situations.

2. Distinguish between thoughts and feelings.3. Take more responsibility for your feelings.4. Use your feelings to help make decisions.5. Show respect for other people’s feelings.6. Feel energized, not angry.7. Validate other people’s feelings.8. Practice getting a positive value from their/your

emotions.9. Don’t advise, command, control, criticize, judge or

lecture to others.10. Avoid people who invalidate you.


Questions?

Documents

Office of the Auditor General of Canada Emotional Intelligence at Work for the Financial Management Institute June 1, 2009 Facilitated by: Laurie Rose