L5 : EMOTIONAL INTELLIGENCE

CONCEPT :

Emotions - many types of emotions : fear, anger, jealousy, frustration, anxiety


Emotion (eg fear staff will ruin his reputation of being an effective manager)

--> resulting behaviour ( insist staff come at 2am, no approving leave)

--> staff behaviour  (staff become angry, frustrated, refuse to cooperate)


So, we are studying emotional intelligence to understand our own emotion, how it affect our behaviour that affect our staff's behaviour that leads to poor peformance.



EMOTIONAL  INTELLIGENCE

(often interchangeable with emotional  quotient - EQ)

Emotional Intelligence:

Ability to manage own and others’ feelings / emotions,and to use this info to guide our thinking and actions.
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EI MODEL (no theory in this lesson)

4 domains :

SELF : 1) self awareness ---> self management

OTHERS : 2) social awareness --> relationship management.





By being aware of our emotion (ie aware what trigger the emotion, aware of emotion arising)

then learn to manage it (self management) eg : ask to be excused and walk away for a minute when we feel we are getting angry due to the situation.

By being self aware, we can then learn to be aware of others emotion/behaviour etc( social awareness) , in other words, being sensitive to others/their feeling/their behaviour.


then to improve our EI, we not only need to be self aware, socially aware but also manage our relation with others by various means - leadership, developing others, support them etc (these are the strategies/suggestions.)

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Self management :

transparency :

after recognising (or being aware of our emotion - eg angry, ) we must also learn to manage our own
behaviour (self management).

One of the self management is to be transparent to our self ie we are honest with ourself.

eg : suppose, after finishing a meal of $100, a customer asked the cashier not to key in $100, but to key  $60 and
he will pay the cashier $10 for doing so.

A cashier with transparency will display honesty and integrity by asking the customer for the reason and purpose.
Gently, the cashier will highlight this is against the company policy.

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Dr. Daniel Goleman’s Emotional Intelligence scale, transparency, is one component we look for when coaching a leader. 
The assessment definition for Transparency reads:
Transparency: Leaders who are transparent live their values. Transparency – an authentic openness to others about one’s feelings,
 beliefs and actions– allows integrity. Such leaders openly admit mistakes or faults, and confront unethical behavior in others 
rather than turn a blind eye.
(http://blog.pdus2go.com/special-edition/ceos-and-apologies-transparency-an-emotional-intelligence-indicator/)

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EMOTIONAL DISSONANCE ---> EMOTIONAL LABOUR.


EMOTIONAL DISSONANCE occurs : when we don't feel /behave as society expected us to or as the situation demand.


eg : You felt angry/frustrated after your one of your teammates slack and your team 6P was a wash out and you (as leader ) was chewed by your faci . but you knew you worked hard during class.
then after your class, you had to rush off to work.

however at work, (ie the situation) your boss expect you to SMILE, be happy, cheerful and serve a demanding customer (who happened to be your teammate's (who slack) father - LOL.

this is emotional dissonance. (you felt angry inside but have to put on a SMILE outside )

EMOTIONAL LABOUR : the effort you need to put in to feel/behave as society demand/expect.

eg : as the waiter, you put your anger/frustration aside and tell yourself to put on a SMILE.
this takes lot of effort. (thus known as emotional labour)


emotional dissonance : no acting, feeling.
emotional labour : need to act/put on behaviour difference from feeling.

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if you don't work on your emotional dissonance, your boss will label you as childish, lack of EI.

if you have high EI, you will recognise the emotional dissonance and put in the effort and work on it (emotional labour)

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For MSA.
understand EI model. (6P : slide 10 and 11 - important)
understand each of the component.
understand difference between emotional dissonance and emotional labour.