EMOTIONAL INTELLIGENCE

Dr ANVITI GUPTA

AMITY BUSINESS SCHOOL

AMITY UNIVERSITY
LUCKNOW CAMPUS

EMOTIONAL
INTELLIGENCE
Emotional intelligence (EI) is the ability to
identify, assess, and control
the emotions of oneself, of others, and of
groups.

EMOTIONAL INTELLIGENCE
Salovey and Mayer (1990) conceptualized

emotional intelligence as a set of skills,

which contribute to
the accurate appraisal, and expression of
emotion in oneself and in others

the effective regulation of emotion in self

and others, and the use of feelings to
motivate, plan, and achieve in ones life.

Emotional Intelligence
Emotional Intelligence is,
the
ability
of
an
individual
to
deal
successfully with other
people,
to manage ones self,
motivate other people,
understand one's own
feelings and
appropriately respond to
the
everyday
environment

Emotional Intelligence

Emotional Intelligence doesn't mean being soft it

means being intelligent about emotions a different

way of being smart.
Bosses and leaders, in particular, need
high EQ because they represent the
organization to the public, they interact
with the highest number of people within
and outside the organization and they set
the tone for employee morale

Types of Emotions

Happiness -Happiness is a positive emotion. It is an

expression of pleasure, contentment, good-luck or good

fortune.

Increases blood pressure

Increases heart rate

Changes breathing

Reduces levels of certain neuro chemicals

Provides a boost to the immune system

Surprise -An expression used when something unexpected

or sudden occurs. Positive

dropped jaw, with mouth open

lifted and curved eyebrows

eyes, opened wide

horizontal wrinkles spanning across the forehead

Disgust Disgust is a strong feeling of dislike. Negative

wrinkle your nose up

raise your cheeks
raise your upper lip
lower your brow
form lines below your lower eyelid

Fear -A feeling that something dreadful or dangerous is about to

happen. Negative
eyebrows become drawn and raised
lips slightly drawn back with an opened mouth
upper eyelids show
wrinkles in the middle of their forehead

Anger -Anger is a strong feeling of annoyance and displeasure.

Negative
the brows become drawn together and lower
their lips will become set in a squarish shape, and pressed together
firmly
their eyes will become bulgy
their nostrils will flare
their upper and lower eyelids will tense

Sadness : The state of being sad, unhappy, sorrowful, or

mournful. Negative

The corners of the lips droop, and the

bottom lip may tremble

The inner corners of the eyebrows are

drawn upwards

How EQ succedes IQ
Intelligence

explains why inspite 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.

HOW ARE YOU FEELING TODAY

EXERCISE

Take a look at some of the emotions below and think about

times when you experienced these feelings and what it felt
like.

Aggression
loneliness
rejection anger
confidence
enjoyment
grief
hate
love
sadness
anxiety
envy joy
pride
shame. Depression
guilt
boredom
Disgust
fear
happiness

EXERCISE
The feelings which we experience can

sometimes be very powerful and have a

great influence over our behavior. Just by
thinking about these emotions can give us
a flavour of how powerful they can be

The Five Pillars of Emotional

Intelligence
1.
2.
3.
4.
5.

Self-Awareness
Self-Regulation
Motivation
Empathy
People Skills

feature
A central characteristic of emotionally

intelligent behavior is empathy, i.e.

the ability to comprehend anothers

feelings and to re-experience them

oneself

Leaders with empathy are able to understand their

employee's needs and provide them with constructive
feedback

Need
Emotional Intelligence is very important for
all employees as it is one of the important
deciding factor for relationship management
resulting in motivation, retention , self
management & managing others.

Why Emotional Intelligence is

necessary

Helps managers handle

adversity & set back

Teaches managers cope when

change
&
uncertainty
hits
organisation or their personal lives.

Why Emotional Intelligence is

necessary

Help to manage effective

relationship.

Help them being focussed

and stay on track by
remembering purpose &
vision.

It also provides them with the

courage to push against the system
to make necessary changes for their
people.

All employees want a

supportive,
caring
Supervisor or Manager
who
has
their
best
interests at heart

EMOTIONAL INTELLIGENCE
Daniel Goleman identified the five 'domains' of
EQ as:
Knowing your emotions.
Managing your own emotions.
Motivating yourself.
Recognising and understanding other
people's emotions.
Managing relationships, i.e., managing the
emotions of others

The Emotional Competence

Framework

Personal Competence-These competencies

determine how we manage ourselves

Social Competence --These competencies

determine how we handle relationships.
Social Awareness and Empathy
Awareness of other's feelings, needs and
concerns.

Emotional competency
Framework
SELF AWARENESS

SELF REGULATION
SELF -MOTIVATION
SOCIAL AWARENESS and EMPATHY
SOCIAL SKILLS

Personal Competence
SELF AWARENESS-

Knowing one's internal states, preferences,

resources and intuitions.
Emotional Awareness: Recognising one's
emotions and their effects.
Accurate Self-assessment: Knowing one's
strengths and limits.
Self-confidence: A strong sense of one's selfworth and capacities

Personal Competence

SELF REGULATION

-Managing one's internal states, impulses and resources.

Self-Control: Keeping disruptive emotions and impulses
in check.
Trustworthiness: Maintaining standards of honesty and
integrity.
Conscientiousness: Taking responsibility for personal
performance.
Adaptability: Flexibility in handling change.
Innovation: Being comfortable with novel ideas,
approaches and new information.

Personal Competence
SELF MOTIVATION

Emotional tendencies that guide or facilitate

reaching goals.
Achievement drive: Striving to improve or meet
a standard of excellence.
Organisational Commitment: Aligning with the
goals of the group or organisation.
Initiative: Readiness to act on opportunities.
Optimism: Persistence in pursuing goals
despite obstacles and setbacks.

Social Competence
These competencies determine how we
handle relationships.

SOCIAL AWARENESS.AND EMPATHY-Awareness of

other's feelings, needs and concerns

Understanding Others: Sensing others' feelings and

perspectives and taking an active interest in their
concerns.
Developing others: Sensing others' development needs
and encouraging their abilities.
Service orientation: Anticipating, recognising and
meeting customers' needs.
Leveraging diversity: Cultivating opportunities through
different kinds of people.
Political awareness: Reading a group's emotional
currents and power relationships

Social Skills
Adeptness at inducing desirable responses in others.

Communication: Listening openly and sending convincing

messages.
Conflict Management: Negotiating and resolving disagreements.
Change Catalyst: Initiating or managing change.
Building bonds: Nurturing instrumental relationships.
Collaboration and co-operation: Working with others towards
shared goals.
Team capabilities: Creating group synergy in pursuing collective
goals.
Influence: Wielding effective tactics for persuasion.
Leadership: Inspiring and guiding individuals and groups.

Probabilities of not having an Good Emotional

Intelligence and their consequences
adverse consequences of low emotional intelligence.

Relationship Problems

Rage in the Workplace

Poor decision making capability

failure to advance in career

Relationship Problems
Poor decision making capability

Rage in the workplace

failure to advance in caree

How EQ succeeds IQ

Emotional Intelligence explains why in-spite of equal

intellectual capacity, educational background,training
or experience some people excel while others of same
calibre 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

8 Tips to control your emotions

Take 30 belly-breaths

Get good knowledge

Redirect your mind

Dont forget to eat

Ask yourself: is this useful?

Observe the feeling

Stay in the present

Find good ways to relax

Building Emotional Intelligence

Start

With Yourself- EI is to lead by

example
Communicate the Benefits
Self-awareness
Strengthen Communication
Build Optimism-The ability to think
positively
Encourage Healthy Conflict

Question & Answers

Emotional Literacy
Emotional Literacy is a term

that was used

first by Steiner (1997) ] who says:
Emotional Literacy is made up of the
ability to understand your emotions, the
ability to listen to others and empathise
with their emotions, and the ability to
express emotions productively.

Emotional Literacy
To be emotionally literate is to be able to

handle emotions in a way that improves

your personal power and improves the
quality of life around you.
Emotional literacy improves relationships,
creates loving possibilities between
people, makes co-operative work possible,
and facilitates the feeling of community.]

Emotional Literacy
He breaks emotional literacy into 5 parts:
Knowing your feelings.
Having a sense of empathy.
Learning to manage our emotions.
Repairing emotional damage.
Putting it all together: emotional

interactivity

Emotional Literacy
encouraging participation
linking goals and personal values
adjusting individual expectations
assessing readiness and motivation for

EQ development

Guidelines for Promoting Emotional

Intelligence in the Workplace
Cary Cherniss and Daniel Goleman
suggested 22 guidelines
paving the way
assess the organization's needs
assessing the individual
delivering assessments with care
maximising learning choice

doing the work of change

foster relationships between EQ trainers and learners
self-directed change and learning
setting goals
breaking goals down into achievable steps
providing opportunities for practice
give feedback
using experiential methods
build in support
use models and examples
encourage insight and self-awareness

 encourage transfer and maintenance of

change (sustainable change)

encourage application of new learning in
jobs
develop organizational culture that
supports learning
evaluating the change - did it work?
evaluate individual and organizational
effect

Leadership Competencies
Leading the Organization

Managing change
Solving problems and making decisions
Managing politics and influencing others
Taking risks and innovating
Setting vision and strategy
Enhancing business skills and knowledge
Understanding and navigating the
organization

 Leading Others

Managing effective teams and workgroups

Building and maintaining relationships
Developing others
Communicating effectively

 Leading Oneself

Developing adaptability
Increasing self-awareness
Managing yourself
Increasing capacity to learn
Exhibiting leadership stature
Displaying drive and purpose
Developing ethics and integrity

The Four Branches of Emotional

Intelligence
SALOVEY AND MAYER identified four different factors
of emotional intelligence:
Perceiving Emotions: The first step in understanding
emotions is to accurately perceive them. In many cases,
this might involve understanding nonverbal signals such
as body language and facial expressions.
Reasoning With Emotions: The next step involves
using emotions to promote thinking and cognitive activity.
Emotions help prioritize what we pay attention and react
to; we respond emotionally to things that garner our
attention.

Understanding Emotions: The emotions that

we perceive can carry a wide variety of
meanings.
If someone is expressing angry emotions, the
observer must interpret the cause of their anger
and what it might mean. For example, if your
boss is acting angry, it might mean that he is
dissatisfied with your work; or it could be
because he got a speeding ticket on his way to
work that morning or that he's been fighting with
his wife.
Managing Emotions:. Regulating emotions,
responding appropriately and responding to the
emotions of others are all important aspect of
emotional management.

Emotional competence

Emotional competence refers to one's ability to

express or release one's inner feelings
(emotions).
It implies an ease around others and determines
one's ability to effectively and successfully lead
and express
It is described as the essential social skills to
recognize, interpret, and respond constructively
to emotions in yourself And others.

A Framework of Emotional Competencies 2002 - Daniel

Goleman
This model is a refinement of the previous model he used in

1998

Self
Personal Competence

Other
Social Competence

Self-Awareness

Recognition

Emotional Self-Awareness
Accurate Self-Assessment
Self-Confidence

Social Awareness

Self-Management

Regulation

Self-control
Trustworthiness
Conscientiousness
Adaptability
Achievement drive
Initiative (+Innovation)

Empathy
Service Orientation
Organizational
Awareness
Relationship Management

Developing others
Influence
Communication
Conflict management
Leadership
Change catalyst
Building Bonds
Teamwork & Collaboration

A Framework of Emotional
Competencies 2002 - Daniel
Goleman

.
Self
Personal Competence
Social Competence
Self-AwarenessEmotional Self-Awareness Accurate Self-Assessment SelfConfidence
Social AwarenessEmpathy Service Orientation Organizational
Awareness Regulation
Self-Management Self-control Self-control Trustworthiness Conscientiousness
Adaptability Achievement drive Initiative (+Innovation)
Relationship Management Developing others
Influence Communication Conflict management Leadership Change catalyst Building
Bonds Teamwork & Collaboration Three key clusters into which the twenty EI
competencies were grouped emerged:
Self-Awareness,
Self-Management, and
Social Awareness (which includes Empathy), along with
Relationship Management, which, in the statistical analysis, included the Social
Awareness cluster.

While this revised model verifies that the competencies nest within
each EI domain, it also suggests that the distinction between the
Social Awareness cluster and the Relationship Management cluster
may be more theoretical than empirical.
In this revised model the following competencies were regrouped:
Innovation was collapsed into Initiative;
Optimism was integrated with Achievement Drive;
Leveraging Diversity and Understanding Others combined to
become Empathy;
Organizational Commitment was collapsed into Leadership; and
the separate competencies Collaboration and Team Capabilities
became one,
called Teamwork and Collaboration.
Political Awareness was renamed Organizational Awareness,
and
Emotional Awareness became Emotional Self-Awareness.

Self
Personal CompetenceOther
Social CompetenceRecognition
Self-AwarenessEmotional Self-Awareness Accurate
Self-Assessment Self-Confidence
Social AwarenessEmpathy Service Orientation
Organizational
Awareness Regulation
Self-ManagementSelf-control Self-control
Trustworthiness Conscientiousness Adaptability
Achievement drive Initiative (+Innovation)
Relationship ManagementDeveloping others
Influence Communication Conflict management
Leadership Change catalyst Building Bonds Teamwork &
Collaboration

The set of mental processes using

emotional intelligence which include:
(i) appraising and expressing emotions in
the self and others

(ii) regulating emotion in the self and others,

and
(iii) using emotions in
adaptive ways form the foundations of
empathetic helping behaviors (Salovey &
Mayer, 1990).