Read the summary and the most important questions on Emotional Intelligence

• 2 Emotional Intelligence

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• Why does Emotional Intelligence matter?

  Leaders set the tone for the organisation, if they lack EQ, it can result in lower employee engagement and high turnover of staff.
  
  Emotions are contagious, negative or positive.    So a BAD attitude if not dealt with, can affect your entire team.

• Why does it matter how we deal with emotions?

  Emotions are human responses to social-relational events, indicators of how we feel about events and how we express & make sense of those feelings either individually or in a social context.
  
  Emotions operate at many different levels - they can be habitual, unconscious or involuntary, vary across time, place and culture.

• How does emotions impact the workplace?

  Workplace has been described as an "emotional cauldron", where workers group together with many opposite characters, cultures and values and not always agree or work well together.  
  
  Employers have not only a duty of care and ethic responsibility to have a positive culture and avoid conflict and consider employee mental and physical health.
  
  Positive emotions have been studied and proven to link to productivity and avoid bullying and harassment.

• What is Goleman's theory?

  Self-awareness
  Self-management
  Empathy/Social Awareness
  Relationship management
  Motivation.

• Relationship Management & Social Skills

  Skilled at appealing to others, developing buy-in from stakeholders.  Engaging and persuasive with individuals and groups.
  
  Strong leadership, conflict management, influence/communicate, expertise in building and leading teams.
  
  Take interest in assisting others, give constructive feedback to coworkers and help others focus on growth.  Make an effort to recognise different perspectives and give praise.
  
  Constantly try to improve your communication skills.
  learn conflict resolution skills.

• How does the organisation measure EQ

  EQ - i 2.0 a self-report model by Reuben Baro
  Individuals self-report how they react to situations and what they feel.
  
  MSCEIT - based on their performance when they rate emotions in pictures and scenarios.
  
  Both checked together is best practice and results.

• What do we use EQ measurement data?

  • Leadership Development
    
  • Management Development
  • Selection & Succession Planning
  • Self Awareness
  • Executive Coaching
  • Team Effectiveness.

• 3 Emotional Labour

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• Evolution of Emotional Intelligence.

  With the start of scientific management of employees - Taylorisms less interested in emotions. 
  Max Weber began to acknowledge emotions and did encourage mangers to at least consider them.
  After 30's Mayo, Hertzberg and Maslow really began to study and understand emotions and their importance towards engagement and motivated employees.
  1983 a study by US sociologist Hochschild called the "Managed Heart" inspired academic interest into Emotion Intelligence and Emotional Labour.

• Who inspired academic interest in Emotional Labour?

  Dr. Arlie Hochschild talked about the process of managing feelings and expressions in order to fulfill emotional requirements as part of a job role.   
  
  This was discussed further in "The Managed Heart 1983 where she discussed the demands on flight attendants who are required to act and behave in ways that minimise passenger anxiety and encourage them to fly with that airline again. 
  
  She also considered how emotional intelligence can be different between sexes and age.  Many say women have higher levels of EQ than men, but leaders at a senior level in the organisation the difference reduces. 

• Dr Horhschild studies - Deep acting and Surface Acting.

  The Doctor talks in the book about how individuals are required in order to properly fulfill the requirements of their job that they hide or suppress their own personal feelings.
  
  Surface Acting - ie faking it, putting on a smile when engaging with customers.   Suppress all their own feelings and certainly not verbalise it to the customer.
  
  Deep acting - is a very important role for actors, when they truly evolve into the role, amend their own values and personality to actually change what or how we feel.