1. Role of Emotional Intelligence
in the Corporate World

2. • Meet Max
– Max is a dog of the finest breeding.
– He was rigorously trained to retrieve game at the
slightest nod from his owner.
– He is slightly motivate to serve his master’s
needs.
• Meet Max
– Max is talented, amiable, full of energy, and well
educated.
– He is anxious to enter the arena of customer
service and make a contribution, and he’s
bursting with innovative ideas.

3. • Meet Mr. Harold
– Mr. Harold is an average manager of customer
service for New World Imports.
– Service is the byword in his department.
– He has some untapped ideas about customer service.
• Max and Max
– Max and Max both have new opportunities – a
chance to learn, a chance to show their stuff.
– Each comes to learn about limits, though:
– stay on the lawn;
– get your own job figured out first, then you can start
worrying about mine.

4. No creature can fly with
just one wing.
• Gifted leadership occurs where heart &
head - feelings and thought - meet

5. Watch Out!!!!
• Persistent disturbances in mood - depression, anxiety etc.
• Alteration in vegetative functions - sleep patterns, appetite.
• Changes in behaviour - irritability, restlessness, decreased
initiative, reduced desire.
• Increasing dependence on alcohol, tobacco, stimulants or any
others drugs of abuse.
• Disturbance in cognition - concentration, memory, attention-
span.
• Persistent physical complaints despite investigations revealing
no abnormality or even after suggested medical treatment has
been completed.
If u have any one of the above you need to develop
your emotional skills

6. Unforeseen
Some of us undergo long periods of
emotional volatility when an unexpected
tragedy occurs in our lives. Like the death
of a loved one, betrayal in relationships,
etc often throw us into a depression. And
that brings about extreme patterns of
behavior. One minute you feel you will be
able to pick up the pieces and walk again.
But the very next moment you find yourself
snapping at even your near and dear ones.

8. EMOTIONAL
INTELLIGENCE
CONCEPT

9. Importance of Emotional
Intelligence
• The beginning of ‘everything’ happening in
business and core of all actions is human activity
• Nothing of any consequence happens until human
beings want to act
• Individuals are hired/selected based on their
technical skills but their success on the job is based
on Human Relation Skills
• People need people. Human experience involves
interaction or relationship with other people.

10. Importance of Emotional
Intelligence
The higher you go, the more Emotional
Intelligence matters--
• 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.

11. Emotional intelligence is the ability to
sense, understand and effectively apply
the power and acumen of emotions.
Emotional
Intelligence

12. Emotional Intelligence
• Emotional Intelligence reveals that
fascinating facets of Emotions - How to
use Passions to Understand our
Circumstances and engage in ‘Quality
Life’.
• Emotional mind harness the Rational
mind to its purpose.

13. Emotional Intelligence
• It is the ability to understand other people: what
motivates them, how they work, how to work
cooperatively with them.
• The core of emotional relations includes the
capacities to discern and respond appropriately to
the moods, temperaments, motivations and desires
of others people.

14. • Emotional Intelligence motivates you to
pursue your unique potential and purpose.
• Emotions are inherently neither positive nor
negative rather emotions are a source of
human energy, authenticity and drive.
• Emotions keep you honest, with yourself,
shapes trusting relationships, provide an inner
compass for your life.
Emotional Intelligence

15. Goals of Emotional
Intelligence
• To gain better understanding of one’s self
• To broaden and sharpen sensitivity to the
feelings of others
• To develop respect for others and create a
conducive environment

16. The problem is not with emotionality but
with the appropriateness of emotions and
its expression.
The challenge is to manage our emotional
life with intelligence.

17. Emotional Intelligence evolves over
a series of transactions and
instances between two or more
individuals.

18. Emotional Skills
• Identifying and labelling feelings
• Expressing feelings
• Assessing the intensity of feelings
• Managing feelings
• Delaying gratification
• Controlling impulses
• Reducing stress
• Knowing the difference between feelings and
actions

19. Emotional Intelligence
To achieve one’s dream of success both at personal and
organisational levels, the assets of emotional skills is worth
a billion.
The following traits of success are nothing but emotional
skills.
Confidence
Enthusiasm
- Commitment - Passion
- Hope - High Energy
- Will Power - Value System

20. Developing Your E.Q.
 Develop the courage to follow your own feelings
 Express your feelings – find out who cares – spend time with them
 Start labeling feelings; stop labeling people & situations
 Analyze your own feelings rather than the action or motives of
other people
 Take responsibility for your emotions & happiness
 Stop believing others cause your feelings; Don't expect others to
"make" you happy

21. Developing Your E.Q.
• Ask others how they feel
• Make time to reflect on your feelings
• Use three word sentences beginning with “I feel”
• Identify your fears and desires
• Identify your unmet emotional needs

22. How to prevent emotional
volatility
• Meditate
• Try not to carry work home
• Join a social cause
• Be aware of your behavior
• Be aware of others
• Enjoy nature
• Use transactional analysis
• Express yourself
• Organize

23. Research says….
Research has indicated that the following EI
competencies predict success at work: self-
awareness, emotional resilience, decisiveness,
interpersonal sensitivity, influencing skills,
conscientiousness, integrity, and personal
motivation.

24. Emotional And
Intelligent Quotient
• IQ offers little to explain the different destines of people
with roughly equal promises, schooling, and
opportunity.
• 95 Harvard students from classes of 1940s were followed
into middle age. It was found that the men with the
highest test scores in college were not particularly
successful compared to their lower-scoring peers in
terms of salary, productivity, or status in their own field.
They also did not have the greatest life satisfaction nor
high levels of happiness with friendships, family and
romantic relationship.

25. Emotions
Various Categories

28. Emotions
• Anger - fury, outrage, resentment, wrath, animosity, annoyance,
irritability, hostility and perhaps at the extreme - pathological
hatred and violence.
• Sadness - grief, sorrow, cheerlessness, gloom, melancholy, self-
pity, loneliness, dejection, despair and at the extreme -
pathological severe depression.
• Fear - anxiety, apprehension, nervousness, concern, misgiving,
dread, fright, terror and at extreme - psychopathology, phobia
and panic
• Enjoyment: happiness, joy, relief, contentment, bliss, delight,
amusement, pride, sensual pleasure, thrill, gratification,
satisfaction, and at the extreme - mania.
Various Categories

29. Contd…..
• Love - acceptance, friendliness, trust, kindness,
affinity, devotion, adoration, infatuation
• Surprise - shock, astonishment, amazement,
wonder
• Disgust - contempt, disdain, aversion, distate
• Shame - guilt, embarrassment, remorse,
humiliation, regret

30. Thalamus
THE EMOTIONAL
BRAIN
(Signals translated
to brain signals)
Visual Cortex
(Signals analysed
and assessed)
Amygdala
(Triggers emotional
response via
emergency)

31. Handling Your Children's
EmotionsCHILDREN DISPLAY THEIR EMOTIONS IN THEIR OWN WAYS. AS
PARENTS, IT IS IMPORTANT THAT WE BE MINDFUL OF THIS AND
WATCH OVER THEM WITH PATIENCE AND SYMPATHY.

32. Four basic parenting styles when it
comes to handling kids' emotions
• Dismissing parents disregard, ignore or
trivialize their children's emotions.
• Disapproving parents are critical of their
children's displays of feelings and may even
reprimand or punish them for emotional
outbursts.

33. •The laissez-faire parents accept
their children's emotions, but fail to
offer guidance or set limits on their
children's behavior.
•The emotional coach parent is
aware of his children's emotions and
uses them as an opportunity for teaching
and encouraging.

34. ANGER

35. CONCEPT

36. What is anger?
Anger is an emotion.
It is ok to be angry.
“A strong feeling of displeasure and, usually, antagonism”
It is an emotional reaction to frustration or injury. In some
cases, anger is beneficial, as it can spur us on to take action to
correct a situation, or protect us from harm.
It can be an instrument of motivation to work for positive
change

37. • Anger may be defined as the thoughts, feelings,
physical reactions and actions that result from a
blameworthy or attack provoking physical,
emotional or mental provocation.
• In many cases anger is a straight road to hostility,
the expression of anger or even attack.

38. ANGER MANAGEMENT
Know the difference between anger and aggression.
Aggression is acting out inappropriately and is not
ok. Learn to check your aggression and express your
anger appropriately.

39. ANGER MANAGEMENT
Ways to Keep Cool:
Get exercise every day.
Eat right.
Get enough sleep.
Learn to relax.
Know your feelings.
Write about those feelings.

40. ANGER MANAGEMENT
Ways to Keep Cool:
Find a quiet place.
Take a time out.
Find fun distractions.
Make good decisions about what you see and hear.
Choose friends who make you feel good.
Learn to forgive and forget.

41. Techniques For Managing Anger
First: recognize that all feelings are ok; including anger. It’s
the way we deal with feelings that can cause problems.
Don’t attack others. It will come back to haunt you.
Don’t attack yourself. If you aren’t on your side, who will
be?
Don’t deny your feelings. It may lead to depression or
hostility later.

42. Techniques (cont.)
Second: Remember, you can CHOOSE your response to anger
analyze the emotion that is bubbling under the surface
make a commitment to recognizing your anger and
expressing it in a way that is not harmful to others or
yourself
learn to recognize your personal warning signals
express your anger clearly and directly

43. Techniques (cont.)
Third: Avoid being a “swallower” or a “spewer”.
Talk with others before your rage builds up
Realize that intense anger can be dangerous
Set a boundary for yourself - what is allowable

44. Techniques (cont.)
R-E-T-H-I-N-K
R: recognize
E: empathize
T: think about what you are feeling
H: hear what the other person is saying
I: integrate respect for others and yourself
N: notice your responses
K: keep on the current topic; don’t bring up old grudges.

45. Social Consequences
Loss of friendships
Isolation
Suspensions
Legal consequences
Inability to maintain
employment

46. Social Conseqence and Anger
Are there social consequences, both positive and
negative, that are derived from anger?
Yes! Anger can be both healthy and
unhealthy. It is important to try and
distinguish between the two.
Ask your self when angry: Will my reaction be
beneficial, or will it cause harm?

47. Society and Anger (continued)
Anger in society often manifests itself in violent
behavior:
Rape
Murder
Racism
Terrorism
Genocide
Property destruction

48. The key to anger reduction is knowing yourself.
When you make mistakes, learn from them rather than
getting angry.
Don't criticize, condemn & complain because it makes you
angry.
Accept what you cannot change & change what you
cannot accept.
Ask even stupid questions to avoid mistakes, to avoid
others getting angry with you.

49. Indecision makes you angry. Therefore, decide this way or that
way.
If all else fails, lower your standards to make you less angry.
Expectation breeds frustration. Frustration breeds anger.
Men who do not know how to fight anger, die young.
Nobody can make you angry without your consent.
Never get angry with a man who has nothing to lose.

50. Emotional Intelligence
“Emotional Intelligence Sets Apart
Good Leaders”

51. Leadership, like coaching ,is
fighting for the hearts and souls
of men and getting them to
believe in you.

52. “Leadership is more a function of heart than
mind”.
In the core of managerial position lies the
silent seed of Leadership Role.

53. LEADERSHIP…
“… is about having the vision, to
succeed, a strategy to get there and
the character to implement it”.
“Leadership is about the inspiration to
push all boundaries-be it people,
processes or technology”.

54. LEADERSHIP:
The ability to influence people toward the
attainment of organizational goals
The effective use of power to achieve
organizational objectives

55. “Leadership is the Art of
accomplishing more, than the
Science of Management
“Leadership is doing What’s
Right, at the Right Time, for the
Right Reason!”

56. • If you believe that only a few have potential to
become leaders then think again. Who can be a leader
– the truth is that everyone is a leader and has a
potential to be so.
• Leadership is not just about a designation, it is a
choice one makes and can be applied at any level.
Titles do not decide the fate of an organisation,
people do.
• There is no room for excuses and non-performance .
• Opportunities to lead are everywhere. The questions
is – do you care about people and make the first
move.
• Leadership is not a position to aspire for anymore, but
an attitude to cultivate for life.

57. • Our attitude in our personal life speaks volumes of
our performance at work.
• It is both an attitude and a skill to succeed at any
level.
• Our best evolves from our heart, not our eyes.
• An emotional response clouds our judgment and
creates guilt.
• There is no embarrassment in falling down, only in
not getting up and moving on.

58. Effective Ethical Leaders?Effective Ethical Leaders?
An effective ethical leader will …
… Foster an environment of “Trust”
among individuals at the Workplace…
…and this trust will encourage
openness among team members
without fear of retribution.

59. Establish shared valuesEstablish shared values
Establish a positive leadership climateEstablish a positive leadership climate
Develop self & othersDevelop self & others
Think strategicallyThink strategically
State & communicate your intentState & communicate your intent
DecentralizeDecentralize
Empower the work forceEmpower the work force
Emphasize continuous improvementEmphasize continuous improvement
Ethical Leader ImperativesEthical Leader Imperatives

60. The real test of ethics and character is
whether we are willing to do the right
thing
… even when it is likely
to cost more than we
want to pay.

61. Final Thought
“Those who cannot
forgive others, break the
bridge over which they
themselves must pass.”

62. Emotional Intelligence Concepts
in a Leadership Context???
• Emotional Intelligence is
our ability to acquire and
apply knowledge from our
emotions and the emotions
of others in order to solve
problems, and live a more
successful, fulfilling life.

63. Emotional Intelligence is…
• Appropriate emotions, feelings
proportionate to circumstances.
• When emotions are too muted
they create dullness and
distance.
• When out of control, too
extreme and persistent, they
become pathological, resulting
in rage, depression and extreme
anxiety.

64. Studies* show:
For all levels of jobs, EI
competencies are twice as
effective as IQ in determining an
individual’s success rate.
The higher the level of a position
in an organization, the more EI
seems to matter.
 Executive Leaders show an 85%
correlation between EI
competency and success.

65. Your Emotions can block your
Professional Growth and Success
When you are hurt, you cry.
When you achieve something, you exult.
When someone rejects you or breach your trust
or hurt you feel the pain, right there in your
heart.
When you give more than your 100% to your work
or to your relation and you fail; or when you
achieve something big but do not get proper
appreciation or recognition then you feel
unwanted and frustrated.

66. EI Competencies
• Self-Awareness
• Self-Management
• Social Awareness
• Relationship Management
EI

67. Self-Awareness
Knowing one’s internal states, preferences,
resources and intuitions
• Emotional Self-Awareness
• Accurate Self-Assessment
• Realistic Self-Confidence

68. Knowing one’s internal states,
preferences,
resources and intuitions
• Emotional Self-Awareness – Recognize
your own inner signals, note how
decisions and values match
• Accurate Self-Assessment – Know
your real limits and strengths, be graceful
in learning, know when to ask for help
• Realistic Self-Confidence – Be willing
and able to play to your strengths, admit
you have them!

69. Social Awareness
Awareness of other’s feelings, needs,
concerns and the currents, networks and
politics of the organization
• Empathy
• Organizational
Awareness
• Service Orientation

70. Relationship Management
• Inspirational
• Influence
• Developing Others
• Change Catalyst
• Conflict Management
• Building Bonds
• Teamwork &
Collaboration
Awareness of one’s effect
on others, ability
to work effectively and
efficiently with others

71. THANK YOU