BCOM 2800 Emotional Intelligence

Transcription

1 BCOM 2800 Emotional Intelligence

2 What is Emotional intelligence?

3 Why is Emotional Intelligence Important?

4 Emotional intelligence is, that aspect of human intelligence that governs our ability to recognize, understand, control and use emotions in solving problems of a personal and interpersonal nature (Bar-On, 2007, p.27). (c) Keele Taylor, MA Organizational Leadership

5 Emotional Intelligence is, the capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions well in ourselves and in our relationships -Daniel Goleman (c) Keele Taylor, MA Organizational Leadership

6 According to Goleman, Boyatzis and McKee, 2002: Great leaders move us. They ignite our passion and inspire the best in us. We speak of their strategy, vision, or powerful ideas. The reality is much more primal: Great leaders work through emotions. Great leader that moved you and why? (c) Keele Taylor, MA Organizational Leadership

7 Low EI Critical Condescending Inhibited Uncomfortable with sensuality Emotionally bland Poised Outgoing Committed to people and causes Sympathetic and caring Comfortable with themselves High EI

8 Emotional IQ has 5 components Self awareness Managing emotions Motivating ourselves Empathy Resolving conflicts/handling relationships

9 Why Learn Emotional Intelligence?

10 What Some Coaches Do When They Lose

11 Bad Day At The Beach

12 Bad Day At Work

13 Discuss

14 Emotional Intelligence Personal Awareness

15 Emotional Intelligence Personal Awareness https-//

16 Discuss

17 Should Leaders Have Compassion?

18 EI and Compassion Take Notes

19 EI and Compassion https-//

20 Discuss

21 Discuss 10 Questions 21

22 Discuss 10 Questions 1. What is the worst that can happen by sharing what I truly think, feel and want? 2. What is the worst that can happen by concealing what I truly think, feel and want? 3. What are the long-term consequences if I am open and truthful in my expression? 4. What are the long-term consequences if I am reserved and closed-off in my expression? 5. Why am I afraid to be transparent with others? 6. What do I gain from hiding my thoughts, feelings and wants? 7. How would it feel right now if all my friends and acquaintances knew how I really thought and felt, and what I want in my respective relationships with them? 8. Is there an advantage an upside to hiding how I think and feel, and what I want? 9. How good is that upside? 10. Is it preferable to the worst-case scenario of revealing my true self of sharing openly my thoughts, feelings and wants? 22

23 Discuss 10 Questions 1. What is the worst that can happen by sharing what I truly think, feel and want? 2. What is the worst that can happen by concealing what I truly think, feel and want? 3. What are the long-term consequences if I am open and truthful in my expression? 4. What are the long-term consequences if I am reserved and closed-off in my expression? 5. Why am I afraid to be transparent with others? 6. What do I gain from hiding my thoughts, feelings and wants? 7. How would it feel right now if all my friends and acquaintances knew how I really thought and felt, and what I want in my respective relationships with them? 8. Is there an advantage an upside to hiding how I think and feel, and what I want? 9. How good is that upside? 10. Is it preferable to the worst-case scenario of revealing my true self of sharing openly my thoughts, feelings and wants? 23

24 Discuss 10 Questions 1. What is the worst that can happen by sharing what I truly think, feel and want? 2. What is the worst that can happen by concealing what I truly think, feel and want? 3. What are the long-term consequences if I am open and truthful in my expression? 4. What are the long-term consequences if I am reserved and closed-off in my expression? 5. Why am I afraid to be transparent with others? 6. What do I gain from hiding my thoughts, feelings and wants? 7. How would it feel right now if all my friends and acquaintances knew how I really thought and felt, and what I want in my respective relationships with them? 8. Is there an advantage an upside to hiding how I think and feel, and what I want? 9. How good is that upside? 10. Is it preferable to the worst-case scenario of revealing my true self of sharing openly my thoughts, feelings and wants? 24

25 Discuss 10 Questions 1. What is the worst that can happen by sharing what I truly think, feel and want? 2. What is the worst that can happen by concealing what I truly think, feel and want? 3. What are the long-term consequences if I am open and truthful in my expression? 4. What are the long-term consequences if I am reserved and closed-off in my expression? 5. Why am I afraid to be transparent with others? 6. What do I gain from hiding my thoughts, feelings and wants? 7. How would it feel right now if all my friends and acquaintances knew how I really thought and felt, and what I want in my respective relationships with them? 8. Is there an advantage an upside to hiding how I think and feel, and what I want? 9. How good is that upside? 10. Is it preferable to the worst-case scenario of revealing my true self of sharing openly my thoughts, feelings and wants? 25

26 Discuss 10 Questions 1. What is the worst that can happen by sharing what I truly think, feel and want? 2. What is the worst that can happen by concealing what I truly think, feel and want? 3. What are the long-term consequences if I am open and truthful in my expression? 4. What are the long-term consequences if I am reserved and closed-off in my expression? 5. Why am I afraid to be transparent with others? 6. What do I gain from hiding my thoughts, feelings and wants? 7. How would it feel right now if all my friends and acquaintances knew how I really thought and felt, and what I want in my respective relationships with them? 8. Is there an advantage an upside to hiding how I think and feel, and what I want? 9. How good is that upside? 10. Is it preferable to the worst-case scenario of revealing my true self of sharing openly my thoughts, feelings and wants? 26

27 Discuss 10 Questions 1. What is the worst that can happen by sharing what I truly think, feel and want? 2. What is the worst that can happen by concealing what I truly think, feel and want? 3. What are the long-term consequences if I am open and truthful in my expression? 4. What are the long-term consequences if I am reserved and closed-off in my expression? 5. Why am I afraid to be transparent with others? 6. What do I gain from hiding my thoughts, feelings and wants? 7. How would it feel right now if all my friends and acquaintances knew how I really thought and felt, and what I want in my respective relationships with them? 8. Is there an advantage an upside to hiding how I think and feel, and what I want? 9. How good is that upside? 10. Is it preferable to the worst-case scenario of revealing my true self of sharing openly my thoughts, feelings and wants? 27

28 Discuss 10 Questions 1. What is the worst that can happen by sharing what I truly think, feel and want? 2. What is the worst that can happen by concealing what I truly think, feel and want? 3. What are the long-term consequences if I am open and truthful in my expression? 4. What are the long-term consequences if I am reserved and closed-off in my expression? 5. Why am I afraid to be transparent with others? 6. What do I gain from hiding my thoughts, feelings and wants? 7. How would it feel right now if all my friends and acquaintances knew how I really thought and felt, and what I want in my respective relationships with them? 8. Is there an advantage an upside to hiding how I think and feel, and what I want? 9. How good is that upside? 10. Is it preferable to the worst-case scenario of revealing my true self of sharing openly my thoughts, feelings and wants? 28

29 Discuss 10 Questions 1. What is the worst that can happen by sharing what I truly think, feel and want? 2. What is the worst that can happen by concealing what I truly think, feel and want? 3. What are the long-term consequences if I am open and truthful in my expression? 4. What are the long-term consequences if I am reserved and closed-off in my expression? 5. Why am I afraid to be transparent with others? 6. What do I gain from hiding my thoughts, feelings and wants? 7. How would it feel right now if all my friends and acquaintances knew how I really thought and felt, and what I want in my respective relationships with them? 8. Is there an advantage an upside to hiding how I think and feel, and what I want? 9. How good is that upside? 10. Is it preferable to the worst-case scenario of revealing my true self of sharing openly my thoughts, feelings and wants? 29

30 Discuss 10 Questions 1. What is the worst that can happen by sharing what I truly think, feel and want? 2. What is the worst that can happen by concealing what I truly think, feel and want? 3. What are the long-term consequences if I am open and truthful in my expression? 4. What are the long-term consequences if I am reserved and closed-off in my expression? 5. Why am I afraid to be transparent with others? 6. What do I gain from hiding my thoughts, feelings and wants? 7. How would it feel right now if all my friends and acquaintances knew how I really thought and felt, and what I want in my respective relationships with them? 8. Is there an advantage an upside to hiding how I think and feel, and what I want? 9. How good is that upside? 10. Is it preferable to the worst-case scenario of revealing my true self of sharing openly my thoughts, feelings and wants? 30

31 Discuss 10 Questions 1. What is the worst that can happen by sharing what I truly think, feel and want? 2. What is the worst that can happen by concealing what I truly think, feel and want? 3. What are the long-term consequences if I am open and truthful in my expression? 4. What are the long-term consequences if I am reserved and closed-off in my expression? 5. Why am I afraid to be transparent with others? 6. What do I gain from hiding my thoughts, feelings and wants? 7. How would it feel right now if all my friends and acquaintances knew how I really thought and felt, and what I want in my respective relationships with them? 8. Is there an advantage an upside to hiding how I think and feel, and what I want? 9. How good is that upside? 10. Is it preferable to the worst-case scenario of revealing my true self of sharing openly my thoughts, feelings and wants? 31

32 Why Is Listening With Empathy Important?

33 Listening With Empathy

34 Discuss

35 EI TEST

36 EI TEST 1. 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 flight attendant and reading the emergency instructions card. C. A little of both a and b. D. Not sure - never noticed.

37 EI TEST 2. 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.

38 3. 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.

39 4. 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.

40 5. 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? A.Ignore it - the best way to deal with these things is not to react. B.Call the person into your office and explain that their behavior is inappropriate and is grounds for disciplinary action if repeated. C.Speak up on the spot, saying that such jokes are inappropriate and will not be tolerated in your organization. D.Suggest to the person telling the joke he go through a diversity training program.

41 6. You are an insurance salesman calling on prospective clients. You have left the last 15 clients empty-handed. What do you do? A.Call it a day and go home early to miss rush-hour traffic. B.Try something new in the next call, and keep plugging away C..List your strengths and weaknesses to identify what may be undermining your ability to sell. D.Sharpen up your resume.

42 9. You have been given the task of managing a team that has been unable to come up with a creative solution to a work problem. What is the first thing that you do? A. Draw up an agenda, call a meeting and allot a specific period of time to discuss each item. B. Organize an off-site meeting aimed specifically at encouraging the team to get to know each other better. C. Begin by asking each person individually for ideas about how to solve the problem. D. Start out with a brainstorming session, encouraging each person to say whatever comes to mind, no matter how wild.

43 10. You have recently been assigned a young manager in your team, and have noticed that he appears to be unable to make the simplest of decisions without seeking advice from you. What do you do? A. Accept that he "does not have what it take to succeed around here" and find others in your team to take on his tasks. B. Get an HR manager to talk to him about where he sees his future in the organization. C. Purposely give him lots of complex decisions to make so that he will become more confident in the role. D. Engineer an ongoing series of challenging but manageable experiences for him, and make yourself available to act as his mentor.

44 Why Is Being Trustworthy Important in Business Communications?

45 Trust In Business Communications

46 Discuss

47 Emotional Intelligence Exercise 47

48 Emotional Intelligence Exercise This face is expressing... 1.Embarrassment 2.Fear 3.Sadness 4.Surprise

49 Emotional Intelligence Exercise This face is expressing... 1.Embarrassment 2.Fear 3.Sadness 4.Surprise

50 Emotional Intelligence Exercise This face is expressing... 1.Flirtatiousness 2.Interest 3.Happiness 4.Politeness

51 Emotional Intelligence Exercise This face is expressing... 1.Flirtatiousness 2.Interest 3.Happiness 4.Politeness

52 Emotional Intelligence Exercise This face is expressing... 1.Sadness 2.Pain 3.Anger 4.Disgust

53 Emotional Intelligence Exercise This face is expressing... 1.Sadness 2.Pain 3.Anger 4.Disgust

54 Emotional Intelligence Exercise This face is expressing... 1.Embarrassment 2.Sadness 3.Amusement 4.Shame

55 Emotional Intelligence Exercise This face is expressing... 1.Embarrassment 2.Sadness 3.Amusement 4.Shame

56 Emotional Intelligence Exercise This face is expressing... 1.Pride 2.Contempt 3.Excitement 4.Anger

57 Emotional Intelligence Exercise This face is expressing... 1.Pride 2.Contempt 3.Excitement 4.Anger

58 Emotional Intelligence Exercise This face is expressing... 1.Sadness 2.Shame 3.Disgust 4.Contempt

59 Emotional Intelligence Exercise This face is expressing... 1.Sadness 2.Shame 3.Disgust 4.Contempt

60 Emotional Intelligence Exercise This face is expressing... 1.Desire 2.Embarrassment 3.Flirtatiousness 4.Love

61 Emotional Intelligence Exercise This face is expressing... 1.Desire 2.Embarrassment 3.Flirtatiousness 4.Love

62 Emotional Intelligence Exercise This face is expressing... 1.Shame 2.Anger 3.Sadness 4.Pain

63 Emotional Intelligence Exercise This face is expressing... 1.Shame 2.Anger 3.Sadness 4.Pain

64 Emotional Intelligence Exercise This face is expressing... 1.Compassion 2.Sadness 3.Anger 4.Interest

65 Emotional Intelligence Exercise This face is expressing... 1.Compassion 2.Sadness 3.Anger 4.Interest

66 Emotional Intelligence Exercise This face is expressing... 1.Sadness 2.Pride 3.Embarrassment 4.Shame

67 Emotional Intelligence Exercise This face is expressing... 1.Sadness 2.Pride 3.Embarrassment 4.Shame

68 Assignments Please do not send me an telling me you missed a class and asking what the assignments are. Why? Before the next class read and be ready to discuss in class: How to write a policy memo: resources-fellows/policy-memo-guidelines.shtml How to write a policy memo: /36824/11-479Spring-2004/NR/rdonlyres/Urban-Studies-and-Planning/11-479Spring-2004/9CE4ACA2- EC3D-4C1D-91CC-27971E27DCF5/0/pmwriting.pdf

69 Policy Memo Assignment-Due Feb 1 6pm Write formal business policy memo. Microsoft Word or RTF only. A policy memo is a practical and professionally written document that can vary in length from one page to over one hundred pages. In this assignment your memo will be two (2) pages, single spaced. It provides an analysis and recommendation regarding a specific situation or topic. A well-written policy memo reflects attention to an important issue. You are to analyze and make a recommendation to support or not support the $15 hour minimum wage for workers to the mayor of a major city (not Seattle). Use facts that support your recommendation for or against. Please remember to cite your sources. Please research multiple sources to make sure you have the latest information and you have carefully analyzed the issue. 69

70 Policy Memo Assignment-Due Feb 1 6pm Policy memo writing assignments are intended to promote the following learning outcomes: To help students learn how to write academically rigorous, persuasive papers about a specific real-world issue, To learn how to choose and craft a document s content based on the needs of a particular audience [as opposed to general readership], To prepare students about how to write effectively in non-academic settings, To teach students to be client-oriented and to better anticipate the assumptions and concerns of their targeted readership, To force students to create original work that synthesizes their research into a succinctly written document advocating change or a specific course of action. You should not approach writing a policy memo like you would an academic research paper. The overarching objective of a policy memo is not to discover or create new knowledge. 70