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Manager's Emotional Intelligence
Transcript of Manager's Emotional Intelligence
What is Company Success?
Success: the accomplishment of an aim or purpose, the attainment of popularity or profit.
"In a 1996 study of a global food and beverage company, McClelland found that when senior managers had a critical mass of emotional intelligence capabilities, their divisions outperformed yearly earnings goals by 20%. Meanwhile, division leaders without that critical mass underperformed by almost the same amount." ~Daniel Goleman
Human Resources in Action
Employee Viewpoint Survey: Using the results in a way that matters.
What does it look like?
Joie de Vivre
-Chip Conley, owner of Joie de Vivre, explains how he handled the economic downturn:
“I’m a big believer in Maslow’s hierarchy of needs…in order for our employees to have their survival needs met at the bottom of the pyramid, we needed to give them a sense that they weren’t gonna lose their jobs, and we chose instead to say okay, I didn’t take a salary for 3.5 years, and all of our senior executives took a ten percent pay cut and every salaried employee in the whole company took a 2.5 year pay freeze.”
What Aspects of a Business are Affected by the Emotional Intelligence of the Boss?
Employee satisfaction and retention:
Absenteeism, turnover, sick leave taken.
Time spent working and goals accomplished.
Customer Loyalty and Satisfaction:
Customer reviews and repeat business.
“As a leader, your actions set an emotional tone for your organization. Unfortunately for Armstrong, his rash firing of Lenz completely undermined the commitment he hoped to inspire in Patch employees. As Maya Angelou said, ‘People will forget what you said and did, but they will never forget how you made them feel.’” ~Travis Bradberry in Forbes Magazine Online
Sample questions related to EMPLOYEE views about their SUPERVISOR:
1. Discussions with my supervisor about my performance are worthwhile.
2. My supervisor provides me with constructive suggestions to improve my job performance.
3. My supervisor listens to what I have to say.
4. My supervisor treats me with respect.
5. I have trust and confidence in my supervisor.
6. Overall, how good a job do you feel is being done by your immediate supervisor?
Human Resource Responsibility - Enhancing Employee Engagement
Making the most of the employee and manager relationship.
The highest driver of employee engagement is to provide managers with adequate resources to:
Deliver effective and purposeful communication.
Generate high levels of motivation and commitment in the workforce.
Provide constructive feedback.
Improve positive Emotional Intelligence.
Emotional Intelligence is well recognized as a critical leadership tool when overseeing customer care and complaints.
Under quality leadership, a company’s goal is always to satisfy and delight the customer.
Always identify customer needs and concerns.
Emotionally Intelligent Managers
Managers with above average emotional intelligence skills are not only better performers within the workplace, but they also deliver increased customer satisfaction when handling customer complaints.
These managers thrive in the challenging work environment dealing with customer complaints by incorporating a balance of emotional intelligence and empathy.
An emotionally intelligent manager chooses his or her battles wisely, behaves assertively when necessary, and displays the courage to confront sticky situations with confidence.
Strong emotional intelligence helps them do so without making enemies or damaging the self-esteem of others.
Emotional intelligence is understanding when emotional expression is going to be helpful and when it is going to be problematic.
Managers With Low Emotional Intelligence
Managers with low emotional intelligence skills may display poor impulse control.
These managers do not have the ability to stop, think and decide.
They react to situations without adequate consideration instead of planning and preparing for various scenarios.
These managers also have difficulty overseeing stressful situations.
They lack the ability to handle customer complaints in a mature and productive manner which could severely damage an organization
Employee discipline is a difficult experience that managers and supervisors sometimes face.
Every organization has employees and managers who exhibit varying degrees of negative behaviors.
Remember that no one is perfect.
Disciplined By A Manager With High E.I.
Managers with a high level of emotional intelligence may offer an effective approach to managing performance and/or behavioral issues
Managers with an above average level of emotional intelligence explains the areas in which he or she is expected to improve, and makes suggestions about how to improve, and to allows time for the employee to make improvements
These managers may try to avoid discipline if possible and attempt to regularly communicate issues to employees rather than wait until the performance problems can no longer be tolerated or until annual performance reviews are conducted
Disciplined By A Manager With Low E.I.
Managers with a low level of emotional intelligence create a disruption within the work environment.
These managers usually fail to meet goals and do not perform the necessary tasks required to maintain performance.
They fail to regularly communicate issues to employees and would rather wait until the performance problems can no longer be tolerated.
Turnover and Absenteeism
Poor leadership leads to absenteeism.
Without exceptional E.I., managers will not make great leaders (Goleman, 1998, p. 82)
Self-Awareness and Empathy
Studies demonstrate the less self-aware and less empathetic managers have turnover issues.
A Gallup study found the relationship employees have with management affects the length of time they stay at that company.
“People join companies and leave managers” (Simmons, 2001).
Amadori's E.I. Training and Results
A 2009 internal audit revealed management needed a transformation in their thought process.
This began a three year partnership with Six Seconds, The Emotional Intelligence Network.
Hired Six Seconds and sent selected top management through “Six Seconds’ EQ Management.”
The training was extremely successful and as of 2013, due to the positive feedback, 38 additional managers and 120 intermediate managers have been sent through the training (Six Seconds, 2013, The Amadori Case).
Emphasis places on Organizational Engagement that includes: Trust, Motivation, Change, Teamwork, and Execution.
The 'Jerk' Boss
They assume their behavior will be tolerated if the produce positive results.
Defined as: Someone who oppresses, humiliates, de-energizes, or belittles a subordinate or a colleague (Williams, 2011, Wired for Success)
There is a direct effect on the employees health.
The Role of motivation
Employee turnover is kept at a minimum when expectations are not only met, but exceeded.
Goleman believes motivated managers strive to achieve beyond all expectations (Goleman, 1998, p. 88).
Like Goleman, Six Seconds believes motivation is a major key to E.I. success.
“Motivation: People need to feel energized and committed to doing more that the minimum requirement” (Six Seconds, 2013, The Amadori Case)
William Creech Jr., Candace Rarick, Ayana Stukes, Anitra Pearson
Forbes Magazine: "If you don't know why something is working, then you won't know how to respond to inevitable changes in the marketplace. But the more you understand about your business, your industry, and yourself, the better you'll be able to successfully adapt to those changes and create a business that will last." (2011)
Recognizing the Value of Emotional Intelligence at Work
A study of 130 executives found that how well people handled their emotions determined how much people around them preferred to deal with them. (Walter V. Clarke Associates, 1997)
Organizations are spending valuable training dollars on emotional intelligence programs that are geared toward executive and management behavioral development instead of "traditional classroom" lecture programs.
Newport News pays $55,000 for "emotional intelligence training" for council staff.
Although E.I. can be viewed as soft skills, it can translate into:
Constructive interactions with coworkers.
Sales people who can create better and more trusting relationships with clients.
Customer representatives who can more effectively handle angry customers.