SECTION ONE

What is
“Emotional Intelligence”
and
Why Does it Matter?
 “Emotional Intelligence” [EQ]
An Overview—
‰ EQ is the Ability to Recognize and Understand
“Emotions” [Yours and Those of the People you
Interact with] and the Skill to Use that Awareness
to Effectively Manage Yourself and Your
Relationships with Others!
‰ EQ is a Major Indicator of Achievement. It
Explains Why Individuals With Similar
Intelligence Can Reach Vastly Different Levels of
Success in their Professional and Personal Lives.
‰ While Strong Intellect [IQ] and Experience May
get Individuals into Professional Positions – EQ
Spells the Difference Between Those Who Excel
and Those Who Under-Achieve!
 Socrates: “Know Thyself”
Emotional Intelligence [EQ] Consists
of Four Learned Competencies:
1. Self-Awareness—The Ability to Perceive and Understand Our
Own Emotions and the Behavior that Flows Predictably
therefrom;
2. Social Awareness— The Ability to Read and Understand the
“Emotional Cues” and Responses/Reactions of Other People;
3. Self-Management— The Ability to Apply this New Awareness
to More Effectively Direct & Manage Ourselves; and
4. Relationship Management— The Ability to Build More
Effective and Productive Relationships With Others and to
Build on our own Achievement & Success.

(Bradberry, T, & Greaves, J., The Emotional Intelligence Quickbook, Talent Smart 2003)
 Emotional Intelligence Chart

What I Observe What I Do

Personal Self Self

Competence Awareness Management

Relationship
Social Social
Management
Competence Awareness
 THE LEARNED COMPETENCIES OF
EMOTIONAL INTELLIGENCE
DANIEL GOLEMAN (1995)
‰ The Most Widely Recognized Writer on EQ.
‰ Goleman’s Original book, Emotional Intelligence
(Bantam Books, 1995) Argues that Human Competencies
like Self-Awareness, Self-Discipline, Persistence and
Empathy are of Much Greater Consequence than IQ in
much of life.
‰ Goleman Concludes that Companies Increasingly Opt
for EQ Training when they Realize that it Raises Job
Productivity and Customer Satisfaction Notwithstanding
Differences in the IQ’s of Managers & Staff.
‰ Goleman Describes an Emotional Competence as a
“Learned Capability, based on EQ, that Focuses on
Qualities such as Initiative, Empathy, Adaptability &
Persuasiveness and Results in Outstanding Performance at
Work.” Working with EQ, Goleman, (Bantam Books, 1998)
 THE COMPETENCIES THAT DRIVE
WORKPLACE PERFORMANCE?
Dave McClelland (1998) a Harvard Psychologist, Reviewed Data
from more than 30 Diverse Organizations and Professions,
from Banking and Management to Sales and Health-Care. He
Concluded:
‰ A Wide Range of Emotional Intelligence Competencies
Consistently Distinguished Top Performers from Average
Ones
‰ The EQ Competencies that Distinguished Most
Powerfully:
ƒ Achievement Drive [Optimism, Striving to Improve
Performance];
ƒ The Ability to Develop Others [Sense Needs/Bolster]
ƒ Adaptability [Managing Change/Open to New Ideas]
ƒ Influence [Sense Emotions in Others/Persuasion]
ƒ Self-Confidence [Self Aware Strengths/Weaknesses]
ƒ Leadership [Inspire Others to Shared Vision]
‰ The Only Intellectual or Cognitive Competency [IQ] that
Distinguished Top Performers as Strongly as any of these
was “Analytical Thinking!”
 Goleman:
Why EQ Is Essential in the Workplace
‰ According to Goleman, People who rise to the top
of their field aren’t just good at their jobs, they’re
affable, resilient, confident, optimistic, etc.
‰ In this sense EQ is explained as the ability to
restrain negative feelings, such as anger and self-
doubt, and focus on positive ones, like confidence
and congeniality.
‰ To Goleman, Cognitive Skills [IQ] may get you in
the door of a company, but [EQ] helps you thrive
once you’re in.
‰ For example, success in sales requires the
empathic ability to gauge a customer’s mood and the
interpersonal skills to decide when and how to pitch
a product and when to keep quiet.
 The Value of EQ in the Workplace—
The Studies & Statistics
In Goleman’s: “Working with EQ”
‰ When IQ Test Scores are Correlated with how well
people actually Perform in their Careers, the Highest
Estimate of how much Difference IQ Accounts for is
only about 25%!
‰ According to R. Sternberg, Successful Intelligence
(1996), a More Careful Analysis Suggests the Figure
May be no Greater than 10%, and in Some Studies
Only 4%.
‰ This Means that IQ, at best, Leaves 75% of Job
Success Unexplained, and at Worst 96%!
‰ According to Goleman, EQ Carries Substantially
Greater Weight than IQ in Explaining who Excels in
Job Performance!
What EQ Can Mean for Staff Members &
Managers: Success & Efficacy–
Goleman, Working with EQ ( Bantam 1998)

“A study of Harvard graduates in the fields of law, medicine,

teaching, and business found that scores on entrance exams (a
surrogate for IQ ) had zero or negative correlation with their
eventual career success.”
“Paradoxically, IQ has the least power in predicting success
among that pool of people smart enough to handle the most
cognitively demanding fields, and the value of emotional
intelligence for success grows more powerful the higher the
intelligence barriers for entry into a field.”

“In careers like law, medicine, teaching and business where

professional selection focuses almost exclusively on intellectual
abilities, emotional intelligence carries much more weight than IQ in
determining who emerges as a leader.”
 The Emotional Intelligence
Progression—
1. Virtually all our professional activities, goals, achievements,
failures, etc., are emotionally driven or influenced!
2. Emotions can be Constructive and Inspiring or Nullifying and
Disruptive!
3. Despite Their Volatility, Emotions are Closely Associated
with Propensities to Act, React or Respond within a
Predictable Range of Human Behavior!
4. Increasing Self-Awareness allows us to better Anticipate and
Understand our Responses to Particular Situations and,
therefore, to better Manage and Direct our Communications
and Behavior to Maximize the Short or Long Term Goals,
Purposes or Effects we Desire to Achieve.
5. Increasing Social Awareness, the Ability to Recognize, Read
and Understand the Emotional Responses of Others, Likewise
Increases our Ability to Anticipate the Responses/Reactions
of Others and thereby Positively Influence a Desired
Outcome.
6. Recognizing Emotions in Others also Enables Us to Develop
Specific EQ Competencies, such as Influence, Empathy and
Leadership
 APPLYING THE 4 EQ SKILLS – FOCUS,
LISTEN AND PRACTICE

1. Increasing Self Awareness: Learn to “Step

Outside Yourself!” Watch and Listen to
Your Emotions and Responses Carefully
and Consistently; Learn to Understand
Your Proclivities. Track Tendencies in
Emotionally Charged Situations and Learn
how Your Emotions are Affected by
Different People and Situations.
Understand What it is About the Person or
Situation that Elicits Your
Reaction/Response. [Focused Observation
and Situational Dynamics].
 Maximizing Self Awareness—
“Stepping Outside Yourself!”
A Perspective You Will Always Respect!
 SELF MANAGEMENT
2. Self Management: Pause—Take Time to
Analyze and “Problem Solve” before
Responding to Significant Challenges!
Learn to “Catch” your Emotions before
they Initiate! Plan & Prepare for
Difficult Situations from what you’ve
Learned from Self Awareness.
Discipline Yourself! Learn to Reshape
& Direct your Reactions! [Strategic
Non-Reactive Thinking]
 APPLYING THE 4 EQ SKILLS
3. Social Awareness: Empathize!
“Tune-In”— Focus and Maximize Your
Powers of Observation on the
Emotions, Actions and Reactions of
Others. Ask, Listen and Learn what
Other People are Feeling. Look into
and Understand their Perspectives
and Sensibilities. Determine the
Factors that Influence them
Positively & Negatively [Focused
Observation and Situational
Dynamics]
 APPLYING THE 4 EQ SKILLS
4. Relationship Management: Understand that
Emotions Play a Role in Every Interaction
between 2 or more People. By “Tuning-In” to
Emotions, you will Understand the Impact
they Leave on Otherwise Benign Events.
• Use Your Emotions as a “Change Catalyst”
to Positively Impact Interactions with
Others.
• Determine What you have a “Knack For”
that Helps you Maximize Your
Relationships with Others.
• Use all these Skills in Forming Solid
Relationships [Tactical Communications]
A Platform for EQ: A Desired Purpose,
Effect or Change—
EQ Does Not Exist or Apply in a Vacuum!
The Benefits of EQ are “Realized” in each Case
Through the Achievement of a Specific Purpose, an
“Effect” or a Desired Change. The Keys:
1. Accurately Assessing “Situational Dynamics;”
2. Designing an Appropriate Course of Action;
3. Managing Emotions and Behavior, and Influencing
the Emotions and Behavior of Others in a Positive
Manner; and thereby
4. Achieving a Desired Purpose, Effect or Change!
 The Emotional Intelligence
Assessment Tool
Consider Each of the 14 Emotional Intelligence
Competencies Listed on the Assessment Tool
‰ In the “Self” Column: Self-Assess Your Current
Level for Each Competency on a Scale of 1 to 10,
Using the Descriptors as your Guide
‰ In the “Others“ Column— Enter a Value for each EQ
Competency at the Level you Believe you are
Perceived by Others
On the Reverse Side, List the Reasons Why Others May
Perceive Your Levels Differently.
Understanding Why Such Variances Exist is
Essential in Managing and Directing Your EQ.
EQ has as Much to do with Know when and how to
Express Emotion as it does with Controlling it!
 Goleman’s Framework of Emotional
Competencies
http://www.eiconsortium.org/research/ei_theory_performance.htm

PERSONAL COMPETENCE SOCIAL COMPETENCE

SELF-AWARENESS SOCIAL AWARENESS

Emotional Self- Empathy
RECOGNITION Awareness Service Orientation
Accurate Self- Organizational Awareness
Assessment
Self-Confidence
RELATIONSHIP
MANAGEMENT
SELF-MANAGEMENT Developing Others
Self-Control Influence
REGULATION Trustworthiness Communication
Conflict Management
Conscientiousness
Leadership
Adaptability
Change Catalyst
Achievement Drive Building Bonds
Initiative Teamwork & Collaboration
 EQ LIVE!

TO RELATE
OR
NOT TO RELATE
THAT IS THE QUESTION!
 EQ QUIZ
This quiz was developed by Anthony Mersino, author of the
book, Emotional Intelligence for Project Managers: The
People Skills You Need to Achieve Outstanding Results:

Answer YES____ or NO__

1. Do you use sarcasm in your communications with

team members or other project stakeholders?

2. Do you frequently say “yes” to action items in

meetings or agree to take on work and then regret it
later?

3. Do you feel the need to crack a joke or change the

subject during tough conversations?

4. Do you find it easier to set the record straight or vent

your frustration in an e-mail rather than in person?
 EQ QUIZ (Page 2)
5. Are your relationships with project team
members or sponsors superficial and
limited to the task at hand?
6. Do you get upset or take it personally
when your boss or a project sponsor is
angry?
7. Do you ever find yourself dwelling on
conflict with project team members or
fantasizing about ways to get even?
8. Do you wish you were more charismatic or
had more presence as a project manager?
 “EMOTIONAL INTELLIGENCE” –
EQ PERSONAL COMPETENCY CHART

10
E NE/Q E
Q F
OPTIMISM F
C INITIATIVE E
O
COMMITMENT C
ACHIEVEMENT DRIVE
T
M MOTIVATION
INNOVATION I
P ADAPTABILITY V
E CONSCIENTIOUSNESS
E
TRUSTWORTHINESS
T SELF CONTROL N
E SELF REGULATION E
SELF CONFIDENCE
N ACCURATE SELF ASSESSMENT S
C EMOTIONAL AWARENESS S
Y SELF AWARENESS
0 10
LEADERSHIP SKILLS
 “EMOTIONAL INTELLIGENCE” –
EQ SOCIAL COMPETENCY CHART
NE/Q
10
E TEAM CAPABILITIES E
Q COLLABORATION/COOPERATION F
BUILDING BONDS F
C CHANGE CATALYST E
O LEADERSHIP C
CONFLICT MANAGEMENT
T
M COMMUNICATION
I
P INFLUENCE
V
SOCIAL SKILLS
E E
POLITICAL AWARENESS
T LEVERAGING DIVERSITY N
E SERVICE ORIENTATION E
N DEVELOPING OTHERS S
C UNDERSTANDING OTHERS S
Y EMPATHY
0 10
LEADERSHIP SKILLS
 Concluding Thoughts!

Individuals with High EQ

have the Ability to
Flourish Where Others
Flounder!
EQ consists of Flexible
Skills that can be Readily
Learned!
Any Step Taken in
Improving EQ is a Leap
Towards Realizing Goals
and Increasing Personal
Efficacy and Satisfaction
Improving EQ Happens in
a Moment! Learning to
Pause, to Think
Differently in Response to
an Experience is all that
is Needed to Make
Significant Changes!