EMOTIONAL INTELLIGENCE :

A Must Have for Managers

More potent predictors of career success

Ability to handle frustrations
Manage own emotions
manage own social skills
Do you know any highly intelligent
people who arent socially adept?

EMOTIONS ? directly affect our day-to-day life

Happiness, fear, anger, affection, shame, disgust, surprise, sadness, elation, love, frustration, anxiety, failure,
achievement etc.
There are TWO dimensions of emotions:
Physiological side: Emotion is a complex state of human mind, involving bodily changes of widespread character such
as breathing, pounding heart, flushed face, sweating palms, pulse rate, gland secretions, etc.
Psychological side, a state of excitement marked by
Emotions And Their Blends:
Anger: fury, outrage, resentment, annoyance, hostility.
Love: acceptance, friendliness, trust, kindness, infatuation.
Shame: guilt, remorse, humiliation, regret.
Fear: anxiety, nervousness, apprehension, terror.
Enjoyment: happiness, joy, relief, contentment, pleasure.
Sadness: Grief, sorrow, cheerlessness, gloom.
Surprise: Shock, astonishment, amazement wonder.

Examples of Use Of Emotions:

He takes everything too personally.
He is jealous of his colleagues.
My boss is always in a hostile mood.

strong feelings.

She does not understand the feelings of others.

She is too sensitive
He is always nagging others.
Nobody understands/listens to me.
The management is way out of touch with employees emotions.
Why does it happen with me only in life.
I am always nice with the people around me.
The above statements refer to various emotions we experience in our day to day life.

How we viewed emotions earlier?

chaotic
haphazard
superfluous
incompatible with reason
disorganized
largely visceral
resulting from the lack of effective adjustment
How do we view emotions now?
Arouse, sustain, direct activity
Part of the total psyche of living organisms
Not in opposition to intelligence
Themselves a higher order of intelligence
Emotional processing
may be an essential part
of rational decision making

What Is EQ?
Emotional intelligence is simply defined as:
knowing what feels good, what feels bad,
and how to go from bad to good.
Knowing your emotions and knowing emotion of others.
It refers to emotion management skills which provide competency to balance emotions for long term
happiness.
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. Emotional intelligence describes abilities
distinct from, but complementary to, academic intelligence. Daniel Goleman (1998)

Emotional self-awareness

Self Motivation
As a person matures, emotions begin to shape and improve thinking by directing a persons attention to
important changes, (e.g., a child worries about his homework while continually watching TV. A teacher
becomes concerned about a lesson that needs to be completed for the next day. The teacher moves on to
complete the task before concern takes over enjoyment.

Utilizing mild emotional swings to perform ones options more effectively

Gut feeling can be used to effectively guide decisions--a neurological understanding of how unconscious
and conscious gut feelings guide decisions, e.g., when prioritizing, emotions help move the decisions.
Harness emotions to promote or hinder
motivation. (Anxiety, hostility, sadness)
Social Awareness
Empathy is the ability to recognize anothers emotional state, which is very similar to what you are
experiencing.
It leads to
-Greater emotional stability
- Greater interpersonal sensitivity
It is Being attuned to others emotions
Promoting comfort in others
Using own emotional display to establish a sense of rapport
The Indian Perspective
Emotional intelligence is the ability of an individual to appropriately and successfully respond to a vast variety of
emotional inputs being elicited from inner self and immediate environment. Emotional intelligence constitutes three
psychological dimensions such as emotional competency, emotional maturity and emotional sensitivity, which
motivate an individual to recognize truthfully, interpret honestly and handle tactfully the dynamics of human
behaviour. (Dalip Singh 2003)
EQ education in schools /colleges
NO. Our educational system gives stress on IQ and not on EQ. We are taught various subjects.

We are not TAUGHT how to handle frustration, anxieties, stress, failure, depression, burnout, inferiority
complexes, ego problems.
We are not told to learn how to manage emotions i.e.; interaction, coordination, Adjustment,
communication.
80% EQ
We are expected to learn all these from our parents, peer group or other role models.
At the later stages of our lives we are told to master emotional competencies to be successful.
Dalip Singh
IQ v/s EQ
(Intelligence Quotient v/s Emotional Quotient)
The research shows that IQ can help you to be successful to the extent of 20 percent only in life. The rest of
percent success depends on your EQ

80

80% EQ

SUCCESS???
Is it your IQ: Exams passed, competitions cleared, percentage of marks in schools and colleges,academic
qualifications etc
Earning fat salary, top positions in workplace, being rich and wealthy, powerful,dominating, being influential etc
Living a healthy and happy married life may be an indicator of success for some.
Reaching a top position in career may be an indicator of success for others
For some having a satisfying job life or personal satisfaction may be an indicator of success
Only the tangible achievements may not be indicators of success in life. Many a times non-tangible performance
or achievements may be termed as successful.
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.
Characteristics of a High EQ Person
A time to wait and a time to watch,
A time to be aggressive and a time to be passive,
A time to be together and a time to be alone,
A time to fight and a time to love,
A time to work and a time to play,
A time to cry and a time to laugh,
A time to confront and a time to withdraw,
A time to speak and a time to be silent,
A time to be patient and a time to decide.
Characteristics of a low EQ Person
If only I had a different job
If only my spouse had stopped drinking
If only I had been born rich and famous
If only I had good contacts
If only I had better friends
If only I had married someone else

Some Business Examples

Airlines are similar in price structure. The competitive edge = how well personnel treat passengers
The higher you go, the more EI matters--the more SOCIAL COMPETENCE matters
For
influence, communication, leadership, change catalyst, conflict management, building bonds,
collaboration and cooperation; team capabilities
EMOTIONAL SKILLS MANAGERS SHOULD LEARN
EMOTIONAL COMPETENCY
EMOTIONAL MATURITY
EMOTIONAL SENSITIVITY
I. EMOTIONAL COMPETENCY
Tackling Emotional Upsets
High Self-esteem
Handling Egoism
Handling Inferiority Complex

II. EMOTIONAL MATURITY

Self-Awareness
Developing Others
Delaying Gratification
Adaptability and Flexibility
III. EMOTIONAL SENSITIVITY
Understanding Threshold of Emotional Arousal
Empathy
Improving Inter-personal Relations
Communicability of Emotions
The Empirical Research
A study of 80 Ph.D.s
A study of Insurance Sector
A study of IAS officers
A study on stress and burnout
A study of different professions
A study of 80 Ph.D.s by EQ Consortium
A study of 80 Ph.D.s in science who underwent a battery of personality tests, IQ tests, and interviews in the 1950s when
they were graduate students at Berkeley.
Forty years later, when they were in their early seventies, they were tracked down and estimates were made of their
success based on resumes, evaluations by experts in their own fields, and sources like American Men and Women of
Science.
It turned out that social and emotional abilities were four times more important than IQ in establishing professional
success and prestige.
(EQ CONSORTIUM)
A STUDY OF INSURANCE SECTOR
In another research it has been found that Insurance salespersons who were optimists
sold 37 percent more insurance policies in their first two years than did pessimists.
A STUDY OF IAS OFFICERS
After studying 60 IAS officers of Assam Cadre it was found that 77 % of them fall in the category of Average EQ.
Only 15 % showed High EQ
(Prof NK Chadha, Psychology Dept, Delhi University)

A STUDY OF STRESS AND BURNOUT

The managers High on EQ were low on burnout implying that they can cope up better with stress.
(Prof NK Chadha, Psychology Dept, Delhi University)
Do different professions require different Levels of EQ?
CLUSTER I: EXTREMELY HIGH Artist, Insurance, Advertisement, Social Work
CLUSTER II:HIGH Teaching, Legal, Tourism, Politics, Business/ Entrepreneurship, Police
CLUSTER III:AVERAGE Judiciary, Administration, Information Technology, Medicine, Banking, Engineering, Accountancy,
Nursing (DALIP SINGH 2002)
SOME MYTHS / FACTS ABOUT EQ
Being EI does not mean a weak, submissive or defensive personality.
Being highly EI does not not mean being extra nice, polite or sugar coating your language
The females are NOT superior to males in expressing/experiences emotions as most of us tend to believe
incorrectly. In fact, the research shows that males are equally emotional when compared to females.
There is no direct evidence to prove that EQ is dependent upon heredity.
However, the environment does seem to influence the EQ.
Myths
Advocating EQ does not mean that we are promoting low scorers or average IQ people.
Having average EQ is not bad or undesirable, Having high EQ is always welcome.
We are not negating the IQ. In fact a combination of high EQ and high IQ would be a most ideal personality. It
would be a win win situation.
CAN EQ BE DEVELOPED?
YES. You can develop your EQ by upgrading your emotional skills. The popular thinking that EQ is entirely
inherited is incorrect. Emotional Intelligence is not fixed at birth. There is no emotional intelligence genes as
such that we know of today. It is something one has learned.
Can EQ be developed at any stage/age of personal or professional life. The answer is YES. You can upgrade your
emotional skills at any stage of your life. In fact, age and maturity are positively correlated with the EQ.
Same is not true about IQ which is more or less static.
Can EQ Be Measured?
YES. Though some critics may argue that emotional traits can not be measured accurately the psychologists have shown
that EI can be measured by using standardized scientific tools.
THE EQ TEST
Test developed by Prof NK Chadha & Dr Dalip Singh
Applying EQ makes you feel comfortable within your own skin and with people around you. You can also
understand what makes you incompatible with certain people or jobs and learn ways to deal with the emotional
difficulties with ease. You can also understand the specific feelings that cause you stress and learn ways to become
more at peace.