Escolar Documentos
Profissional Documentos
Cultura Documentos
INTELLIGENCE
IMRAN S. MALIK
What Is Intelligence?
• American Heritage Dictionary
– Capacity to acquire and apply knowledge.
– The faculty of thought and reason.
– Superior powers of the mind.
• Robert Sternberg (Beyond IQ, 1985)
– Intelligence is what we measure with tests.
• Howard Gardner
(Multiple Intelligences, 1993)
– Intelligence is the ability to solve problems
– or fashion products of consequence.
Objectives
• You will know the definition of EI and why it matters
• We will be presenting two models of EI
• What’s the research on the relationship between EI and
job performance
• How you can use emotions to achieve your objective
• define emotional intelligence
• be aware of the different models of emotional
intelligence.
• describe the relationship between EI and job
performance
• use emotions to achieve your objectives
Simple Definition
Ability to manage emotions in one’s self and in
others in order to reach desired outcomes.
or
The simplest definition is the ability to
understand emotions as they happen, and the
using that emotion effectively.
What is Emotional Intelligence?
• Emotional intelligence is a person’s ability to
understand their own emotions, the emotions of
others, and to act appropriately using these
emotions.
• Emotional intelligence never stops growing.
Because we are always evolving as people, EQ is
something that must be nurtured.
How IQ Differs
• IQ
– Measure of an individual’s personal information
bank
– Memory, vocabulary and visual motor skills
– IQ is set and peaks at age 17
– Remains constant through adulthood
IQ contributes only about 20% to
success in life
Why do people with high
IQs not always succeed?
EQ & IQ
EQ ≠ IQ
Emotional Cognitive
Experiential Academic
EI Competencies
• Interpersonal Communication Under Stress
– Assertion Personal Leadership
– Comfort ● Empathy ● Decision Making ● Leadership
• Self Management in Life and Career
– Drive Strength ● Time Management ● Commitment
Ethic ● Positive Personal Change
• Intrapersonal Development
– Self-Esteem ● Stress Management ● Anxiety
Management ● Anger Management
Illustrative Example of EQ and IQ
• Anger
• Sadness
• Fear
• Surprise
• Disgust
• Happiness
Understand Emotions
• Recognizes what events are likely to trigger different
emotions
• Knows that emotions can combine to form complex
blends of feelings
• Realizes that emotions can progress over time and
transition from one to another
• Provides a rich emotional vocabulary for greater
precision in describing feelings and blends of feelings
What Does “Use Emotion” Entail?
• The capacity to generate and feel an
emotion in order to focus attention,
reason, and communicate.
• The capacity to use emotion to
influence cognitive processes such as
decision making, deductive reasoning,
creativity, and problem solving.
Happiness
Up-side
• Generate new ideas
• Think in new ways
• Be creative
• Enhance “big-picture” thinking
• Enhance decision-making abilities
Downside
• More problem-solving errors
Manage Emotions
21 24 27
Interpersonal Skills: Assertion 9 12 15 18 30 33 36
15 17 19
Leadership Skills: Comfort 5 7 9 11 13 21 23 24
16 18 20
Leadership Skills: Empathy 6 8 10 12 14 22 24
30 34 38
Self Management: Drive Strength 10 14 18 22 26 42 44 46 50
32 35 39
Intrapersonal: Self Esteem 9 18 23 26 29 42 45 48 50
Your Response:
A. You forget about it. You didn't want the job that
much anyway.
B. You lock yourself in your office and cry.
C. You obsess over what the other person had that
you didn't and compare yourself to him or her
unmercifully.
D. You continue to do your best; you know the next
promotion is yours.
EI TEST
YOU ARE ON AN AIRPLANE THAT
SUDDENLY HITS EXTREMELY BAD
TURBULENCE AND BEGINS ROCKING
FROM SIDE TO SIDE. WHAT DO YOU DO?
A. Continue to read your book or magazine, or
watch the movie, trying to pay little attention to
the turbulence.
B. Become vigilant for an emergency, carefully
monitoring the stewardesses and reading the
emergency instructions card.
C. A little of both a and b.
D. Not sure - never noticed.
EI TEST
You are in a meeting when a colleague takes credit for
work that you have done. What do you do?
A. Immediately and publicly confront the colleague over
the ownership of your work.
B. After the meeting, take the colleague aside and tell
her that you would appreciate in the future that she
credits you when speaking about your work.
C. Nothing, it's not a good idea to embarrass colleagues
in public.
D. After the colleague speaks, publicly thank her for
referencing your work and give the group more
specific detail about what you were trying to
accomplish.
EI TEST
You are a customer service representative and have just
gotten an extremely angry client on the phone. What
do you do?
A. Hang-up. It doesn't pay to take abuse from anyone.
B. Listen to the client and rephrase what you gather he is
feeling.
C. Explain to the client that he is being unfair, that you are
only trying to do your job, and you would appreciate it if
he wouldn't get in the way of this.
D. Tell the client you understand how frustrating this must
be for him, and offer a specific thing you can do to help
him get his problem resolved.
EI TEST
You are a college student who had hoped to get an A in a
course that was important for your future career
aspirations. You have just found out you got a C- on the
midterm. What do you do?
A. Sketch out a specific plan for ways to improve your grade
and resolve to follow through.
B. Decide you do not have what it takes to make it in that
career.
C. Tell yourself it really doesn't matter how much you do in the
course, concentrate instead on other classes where your
grades are higher.
D. Go see the professor and try to talk her into giving you a
better grade.
EI TEST
You are a manager in an organization that is trying to encourage respect
for racial and ethnic diversity. You overhear someone telling a racist
joke. What do you do?
EI
Emotional
intelligence is
the ability to
think Appropriate
constructively
and act wisely! Behavior
What is
Emotional Intelligence
Emotional intelligence is a confluence of developed
skills and abilities that facilitate (a) the accurate
knowledge and value of self, as well as responsible
actions based on personal worth and dignity; (b) a
variety of strong, healthy relationships; (c) the
ability to work well with others; and (d)
productive reactions to the demands and
pressures of every day life and work.
Nelson & Low, 2003
EQ & Internal Dialogue
Beliefs Emotional or
Activating
Thoughts Behavioral
Event
Values Response
C
ha
nge
Cognitive Structures
The tools that each of us develop in order to modify our patterns of response.
The Emotional Learning System (ELS) provides a model for changing our
thoughts in order to learning to think more constructively and act more wisely.
Apply Explore
5 1
The
Emotional Learning
Learn System
4 Identify
2
Understand
3
The Emotional Intelligence
Assessment Process (ESAP)
• Four competence areas
– Interpersonal Communication
– Personal Leadership
– Self-Management
– Intrapersonal Skills
• Three potential problem areas
– Aggression
– Deference
– Change Orientation
The danger of the nice personality
• Assertion (skill)
• Aggression (potential problem)
• Deference (potential problem)
Communication Continuum
Deference Assertion Aggression
Dysfunction at Work
• Is the person in the wrong job?
• Does the job require the person to be
difficult?
• What is remarkable about the group
dynamics of the organization?
• What about individuals, personal and
interpersonal?
Some Gender Differences
• More willing to
compromise social • Greater need for
connectedness for connectedness
independence • Have a wider range of
• Not as good as women at emotions
this • Better at reading
• Less adept than women emotions
overall • Better at developing
• More physiologically social strategies overall
overwhelmed by marital • Perhaps more engaged
conflict in marital conflict
Emotion related dysfunction
• all or nothing thinking
• Impacts on physical health
• overgeneralization
– cardiovascular disease
• excessive worrying
– progression of diabetes
• worrying as magical thinking
– progression of cancer
• disqualifying the position
– onset of hypertension
• jumping to negative
conclusions • Impacts on relationships
• “should” statements • Impacts on mental health
• labeling & mislabeling • personalization
• criticism; contempt
• stonewalling
Is the person in the wrong job?
An introvert, highly intuitive who doesn’t follow
through administratively. Someone who wanted to with
numbers; now is supervising people
Does the job require the person to be difficult?
Are they doing someone else’s dirty work?
What about the group dynamic?
Is someone a prima donna--strong minded, runs
rough shod over everyone else?
Personal & Interpersonal
“loose cannon” needs to be able to control
intimidated
temper and fear;
be overwhelmed
• Army Values
– leadership, duty, respect, selfless service, honor, integrity,
personal courage
Importance of EI to Organizations, too
• 50% of work satisfaction is determined by
the relationship a worker has with… his/her
boss.
• EI is a prerequisite for effective leadership
across borders.
– Requires a high level of self-mastery and people
skills; ability to put yourself into the positions of
others.
If we knew nothing about a store except that
employee attitudes had improved 5%, we
could predict that its revenue would rise
.5% above what it otherwise
would have been.
Increases retention.
Decreases absenteeism.
Increases overall organizational growth.
Unlearn
Unlearn
old
old
habits
habits
Emotional development
• We develop external
strategies first
• Then we develop The
social strategies more
self motivation
Utilizing mild emotional swings to perform
one’s options more effectively
social
awareness
Developing empathy links to
• Greater emotional
stability
• Greater interpersonal
sensitivity
• Better school
performance
Developing empathy
The art of social relationships--managing emotions in others
social
skills
The subtle and complex abilities which underlie people
skills
• Being attuned to others’
emotions
• Promoting comfort in
others through the
proper use of display
rules
• Using own emotional
display to establish a
sense of rapport