EMOTIONAL

INTELLIGENCE
VIPIN MITTAL
ICFAI BUSINESS SCHOOL
GURGAON

VIPIN MITTAL JIND

HARYANA
 Emotional Intelligence

“ Emotional Intelligence” refers to the capacity

for recognizing our own feelings and those of
others, for motivating ourselves, and managing
emotions well in ourselves and our
relationships.”

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Five basic emotional and Social
Competencies are:
Self –Awareness

Self – Regulation

Motivation

Empathy

Social Skills

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The Emotional Competence Framework

Personal Competence: these competencies determine how we manage

ourselves
Self-Awareness
Self-Regulation
Motivation
Social Competence: these competencies determine how we handle
relationships
Empathy
Social Skills

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 (1) Self – Awareness:
Knowing one’s internal states, preferences, resources & intuitions

•Emotional Awareness

•Accurate Self-assessment

•Self-Confidence

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 Emotional Awareness
Recognizing One’s Emotions and Their Effects

People with this competence

• Know which emotions they are feeling and why

• Realize the links between their feelings and what they

think , do, and say.

• Recognize how their feelings affect their

performance

• Have a guiding awareness of their values and goals

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 Accurate Self – Assessment
Knowing One’s Inner Resources, Abilities, and Limits

People with this competence are

• Aware of their strengths and weaknesses

• Reflective, learning from experience

• Open to candid feedback, new perspectives, continuous

learning, and self- development

• Ability to show a sense of humor and perspective about

themselves.

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 Self- Confidence
A Strong Sense of One’s Self- Worth and Capabilities

People with this competence

• Present themselves with self-assurance

• Can voice views that are unpopular and go out on a limb for
what is right

• Are decisive, able to make sound decisions despite

uncertainties and pressures

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 (2) Self – Regulation

Managing one’s internal states, impulses and resources.

Self- Control
•

• Trustworthiness

• Conscientiousness

Adaptability
•

Innovation
•

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 Self -Control
Keeping Disruptive Emotions and Impulses in Check

People with this competence

• Manage their impulsive feelings and distressing

emotions well

• Stay positive, and composed even in trying

moments.

• Think clearly and stay focused under pressure.

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Trustworthiness and Conscientiousness
Maintaining Integrity and Taking Responsibility for
Personal Performance

People with this competence :

For Trustworthiness

Act ethically and are above reproach

Build trust through their reliability and authenticity
Admit their own mistakes and confront unethical
actions in others.
Take tough, principled stands even if they are
unpopular

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People with this competence :
For Conscientiousness

Meet commitments and keep promises

Hold themselves accountable for meeting their
objectives
Are organized and careful in their work

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 Innovation and Adaptability
Being Open to Novel Ideas and Approaches, and Being
Flexible in Responding to Change

People with this

Competence
For Innovation
Seek out fresh ideas form a wide variety of sources
Entertain original solution to problems
Generate new ideas
Take fresh perspectives and risks in their thinking

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 People with this Competence
For Adaptability
Smoothly handle multiple demands, shifting priorities,
and rapid change
Adapt their responses and tactics to fit fluid
circumstance
Are flexible in how they see events

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 (3) Motivation
Emotional tendencies that guide or facilitate reaching goals

Achievement drive

Commitment

Initiative and Optimism.

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 Achievement Drive
Striving to Improve or Meet a Standard of Excellence

People with this competence

Are results–oriented , with a high drive to meet

their objectives and standards
Set challenging goals and take calculated risks
Pursue information to reduce uncertainty and find
ways to do better
Learn how to improve their performance

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Commitment
Aligning with the Goals of a Group or Organization

People with this competence

Readily make sacrifices to meet a larger

organizational goal
Find a sense of purpose in the larger mission
Use the group’s core values in making decisions and
clarifying choices
Actively seek out opportunities to fulfill the group’s
mission

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HARYANA
 Initiative and optimism
Displaying Pro-activity and Persistence

People with this competence

For Initiative

Are ready to seize opportunities

Pursue goals beyond what’s required or expected of them
Cut through red tape and bend the rules when necessary
to get the job done
Mobilize others through unusual , enterprising efforts

VIPIN MITTAL JIND

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 Initiative and optimism
Displaying Pro-activity and Persistence

People with this competence

For Optimism

Persist in seeking goals despite obstacles and setbacks

Operate from hope of success rather than fear of failure
See setbacks as due to manageable circumstances rather
than a personal flaw

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 (4) Empathy
Awareness of others’ feelings, needs and concerns

• Understanding Others

Developing Others
•

Service Orientation
•

• Leveraging diversity

• Political Awareness

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 Understanding Others
Sensing Others’ Feelings and Perspectives, and Taking
an Active Interest in Their Concerns

People with this competence

Are attentive to emotional cues and listen well

Show sensitivity and understand others’ perspectives
Help out based on understanding other people’s needs
and feelings

VIPIN MITTAL JIND

HARYANA
 Developing Others
Sensing Other’s Development Needs and Bolstering Their
Abilities

People with this competence

Acknowledge and reward people’s strengths and

accomplishments
Offer useful feedback and identify people’s needs
for further growth
Mentor, give timely coaching, and offer assignments that
challenge and foster a person’s skills

VIPIN MITTAL JIND

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Service Orientation
Anticipating, Recognizing and Meeting Customers’ Needs

People with this competence:

Understand customers’ needs and match them to

services or products
Seek ways to increase customers’ satisfaction and
loyalty
Gladly offer appropriate assistance
Grasp a customer’s perspective, acting as a trusted
advisor

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Leveraging Diversity
Cultivating Opportunities Through Different kinds of People

People with this competence

Respect and relate well to people from

varied backgrounds
Understand diverse worldviews and are sensitive to group
differences
See diversity as opportunity, creating an environment
where diverse people can thrive
Challenge bias and intolerance

VIPIN MITTAL JIND

HARYANA
Political Awareness
Reading Social and Political Currents

People with this competence

Accurately read key power relationships

Detect crucial social networks
Understand the forces that shape views and actions of
clients, customers, or competitors
Accurately read organizational and external realities

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(5) Social Skills
Adeptness at inducing desirable responses in others

Influence
Communication
Conflict management
Leadership
Change Catalyst
Art of Collaboration

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 Influence
Wield Effective Tactics of Persuasion

People with this competence

Are skilled at winning people over

Fine-tune presentations to appeal to the listener
Use complex strategies like indirect influence to build
consensus and support
Orchestrate dramatic events to effectively make a point

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Communication
Listening Openly and Sending Convincing Messages

People with this competence

Are effective in give-and-take, registering emotional cues

in attuning their message
Deal with difficult issues straightforwardly
Listen well, seek mutual understanding, and welcome
sharing of information fully
Foster open communication and stay receptive to bad
news as well as good
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Conflict Management
Negotiating and Resolving Disagreements

People with this competence

Handle difficult people and tense situations with

diplomacy and tact
Spot potential conflict, bring disagreements into the
open, and help de-escalate
Encourage debate and open discussion
Orchestrate win-win solutions

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Leadership
Inspiring and Guiding Individuals and Groups

People with this

competence

Articulate and arouse enthusiasm for a shared vision

and mission
Step forward to lead as needed, regardless of position
Guide the performance of others while holding them
accountable
Lead by example

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 Change Catalyst
Initiating or Managing Change

People with this competence

Recognize the need for change and remove barriers

Challenge the status quo to acknowledge the need for
change
Champion the change and enlist others in its pursuit
Model the change expected of others

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Art of Collaboration
Several competencies of star performers are rooted in the
basic human talents for social coordination.These include:

Building bonds
Collaboration and cooperation
Team capability

VIPIN MITTAL JIND

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 Building Bonds
Nurturing Instrumental Relationships

People with this competence

Cultivate and maintain extensive informal networks

Seek out relationships that are mutually beneficial
Build rapport and keep others in the loop
Make and maintain personal friendships among work
associates

VIPIN MITTAL JIND

HARYANA
 Collaboration and Cooperation
Working with Others Toward Shared Goals

People with this competence

Balance a focus on task with attention to relationships

Collaborate, share plans, information, and resources
Promote a friendly, cooperative climate
Spot and nurture opportunities for collaboration

VIPIN MITTAL JIND

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Team Capabilities
Creating Group Synergy in Pursuing Collective Goals

People with this competence

Model team qualities like respect, helpfulness, and

cooperation
Draw all members into active and enthusiastic
participation
Build team identity, esprit de corps, and commitment
Protect the group and its reputation; share credit

VIPIN MITTAL JIND

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 Blind Spot. Whenever someone consistently mishandles a
given situation, that is a sure sign of blind spot. A list of
some common blind spots is as follows:

Blind ambition: Has to win or appear “ right “ at all costs; competes instead
of cooperates; exaggerates his or her own value and contribution; is boastful
and arrogant; sees people in black –and white terms as allies or enemies
Unrealistic goals: Sets overly ambitious, unattainable goals for the group or
the organization; is unrealistic about what it takes to get jobs done
Relentless Striving: Compulsively hardworking at the expense of all else in
life ; runs on empty ; is vulnerable to burnout
Drives Others: Pushes other people too hard, burning them out;
micromanages and takes over instead of delegating; comes across as abrasive
or ruthless and insensitive to the emotional harm to others

VIPIN MITTAL JIND

HARYANA
 Blind Spot (Cont.)

Power hungry: Seeks power for his or her own interests,

rather than the organization’s; pushes a personal agenda
regardless of other perspectives; is exploitative
Insatiable need for recognition: Addicted to glory; takes
credit for others’ efforts and puts blame on them for mistakes;
sacrifices follow- through in pursuit of the next victory
Preoccupation with appearances: Needs to look good at all
costs; is overly concerned with public image; craves the
material trappings of prestige
Need to seem perfect: Enraged by or rejects criticism even if
realistic; blames others for his or her failures; cannot admit
mistakes or personal weaknesses

VIPIN MITTAL JIND

HARYANA
THE PROBLEM WITH A PERSON WITH LOW EI IS…

He does not show emotions.

Distances oneself from others.
Behaves like an introvert.
Can’t view things objectively.
Takes things, personally.
Can be irrational.
Has poor interpersonal skills.
Can be arrogant.
Often hurts others.
Is withdrawn.
Takes rash decisions.

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WHEN THE EMPLOYEES HAVE LOW EI, IT LEADS
TO …………. IN THE ORGANISATION: -.

Wastage of time and energy

Lack of focus on organizational climate
Underachievement
Inter-personal problems
Inability to be a team player
Unsustainable performance
Insecurity in the organization due to
unpredictability VIPINHARYANA
MITTAL JIND
WHEN THE EMPLOYEES HAVE LOW EI, IT LEADS
TO …………. IN THE ORGANISATION (Cont.)

Mood swings in the team

Disruption of organizational peace
Need for counseling
Lack of focus on personal goals
Uncongenial environment
Unhealthy competition amongst employees
Doubts on the validity and reliability of
the selection procedure
VIPIN MITTAL JIND
HARYANA
 Nine Strategies
Taking the time for mindfulness for
Recognizing and naming emotions

Understanding the causes of feelings

Differentiating between emotion and the need to take action

Preventing depression through “learned optimism”

Managing anger through learned behavior or distraction techniques

Listening for the lessons of feelings Promoting

Emotional
Using “gut feelings” in decision making
Intelligence
Developing listening skills

VIPIN MITTAL JIND

HARYANA