Emotional Intelligence, Career Development & Workplace Communication, by Yvette Vignando, Director, Emotional Intelligence Development Australia (EIDA)

1. 3rd Annual National Conference
Emotional Intelligence
Career Development &
Workplace Communication
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Executive PA
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announcing launch of new EIDA website
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2. Executive PA Wanted
“High profile media company headquartered in
New York City, is seeking a new Executive Assistant
for its CEO. The hours are long and the work is
hard……duties include….heavy
phones….requirements…you must have very thick
skin to excel in this position…..you must be able to
communicate well…you should have experience
working or dealing with a ‘large’ personality, and
all of the various stipulations that go with it….a
great attitude and a positive outlook….”
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3. Executive PA Wanted
“Executive Assistant to become part of the
CEO’s team….we are looking for someone
who is…a team player with good people
skills, can motivate others….excellent
interpersonal, client service and
communication skills…” (Australia Council
for the Arts)
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4. Executive PA Wanted
“Executive Assistant to CEO…opportunity has
arisen for an experienced and highly competent EA
to support a dynamic, engaging and affable
CEO….you will be…professional yet personable
and down to earth in your approach with sound
communication skills. Your strengths will lay in…
your ability..to pre-empt the needs of your CEO and
think outside the square…” Leading International
Fund Manager
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5. Executive PA Wanted
“Executive Assistant to a busy Managing
Director…person specifications include…ability to
use discretion and tact..good relationship skills
based on trust…ability to demonstrate a
consistently positive attitude and optimism and can
support others to achieve same..positive experience
with high performing teams..” Sydney Symphony
Orchestra
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6. Executive PA Wanted
“Personal Assistant to the Managing
Director…excellent opportunity for a
proactive, enthusiastic…PA..you need a ‘can
do attitude’, have high levels of professional
integrity…enjoy working as part of a team
and be able to demonstrate an ability to
maintain effective working relationships…”
Pearson Education Australia
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7. Develop Yourself
You are already a consummate
professional – what are your
development needs?
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8. What is Emotional
Intelligence?
 Unlike IQ, Emotional Intelligence is regarded as a
set of skills or competencies that can be learned and
developed.
 Also unlike IQ, Emotional Intelligence is dynamic
– your capacity to be “emotionally intelligent” may
be affected by current context (life pressures and
life satisfactions).
 “Rest assured that all of us will experience
emotional incompetence at one time or another”*
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*C Saarni
p. 85, The Handbook
of Emotional
Intelligence

9. A working model of
Emotional Intelligence
 Ability to notice and accurately identify emotions in other people
(voice, body language, patterns of behaviour, words spoken, gut
feeling)
 Ability to notice and accurately identify emotions in yourself
(physical sensations, analysis of own thoughts/reactions, reflective
capacity)
 Ability to manage and control your own (inner) experience of
emotions (in a way that minimises your distress and any “negative”
impact on your behaviour)
 Ability to influence (or manage) the emotions of other people (using
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appropriate words, voice, behaviours)

10. A working model of
Emotional Intelligence
 Ability to express emotions (appropriately)
 Ability to use emotional information in your thinking processes (e.g.
attend to gut feeling, analyse the “why” of an emotion, use
emotional information as an aid to logical thinking)
 Ability to use a range of behaviours and competencies that enhance
your personal effectiveness in a range of situations (examples of
such competencies include compassion, trust-building, optimism,
resilience, flexibility)
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11. Emotional Intelligence
 For the purpose of today’s presentation, use the
following ‘wrap-up’ definition:
“the capacity to deal effectively with one’s own
and others’ emotions”, and
when applied to the workplace it means
“the capacity to effectively perceive, express,
understand and manage emotions in a
professional manner”* *Definition favoured by
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is …..
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developers of Genos e.i.
EI measurement instrument
originating at Swinburne Uni.,
Melbourne

12. Develop Your EI Skills
Developing high level Emotional Intelligence skills
has been shown by research to positively impact:
 Occupational stress
 Absenteeism
 Quality of interpersonal relationships
 Performance (customer service and sales)
 Teamwork effectiveness
 Trust among colleagues
 Organisational Commitment
 Job satisfaction
 Innovation and Creativity
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13. www.eidevelop
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Team Performance
and EI
High
Performance
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Aggregate
Team IQ
Low
Performance
High-EQ Teams Low-EQ Teams
Adapted from Research by R. Sternberg, et al, at Yale University

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Reasons for Losing
Clients/Customers
70%
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30%
EQ-Related
Reasons
Other Reasons
EQ-related reasons:
e.g., Didn’t like the
human side of doing
business with the
prior provider of the
product or service.
Drawn from Research by the Forum Corporation on
Manufacturing and Service Companies, 1989 - 1995

15. Why careers get derailed:
• Inability to handle
interpersonal problems.
• Unsatisfactory team
leadership during times
of difficulty or conflict.
• Inability to adapt to
change or elicit trust.
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Retaining the Best People
75%
EQ-Related
Reasons
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25%
Other Reasons
Drawn from Research at the Center for Creative Leadership, 1994

16. The Economics of Trust
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50% of time wasted
is due to lack of trust.
John O. Whitney, Director
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Deming Center for Quality Management

17. Trust & Believability
93% EQ-Related 7% IQ-Related (words)
(voice tone and
body language)
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Drawn from UCLA Research: Merabian, et al

18. Emotional Intelligence
 Our behaviour and performance at work is affected
significantly by the way we feel, whether or not we
are consciously aware of it (and whether or not we
admit it). Our feelings often influence our voice,
body language, facial expressions and words.
 Our behaviour at work affects the emotions and
consequent behaviours of our colleagues.
 Our performance at work is monitored and then
used to appraise/ raise/ promote/ fire us.
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at Work
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19. Spirals of Emotion
Behaviour Emotion
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Emotion Behaviour
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20. Think about a teacher, mentor, coach or colleague that has
influenced you significantly. You may have found that
person exceptional, inspiring or thought that they “made
a difference”. How did you feel when you were in their
presence? What did that person do that touched you?
What qualities did that person have that made you feel
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Reflection
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that way about them?

21. Think of your manager and your current team
members. How do you think they
feel in your presence? What influence are you
having on their feelings and behaviours? What
qualities are you demonstrating?
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Reflection
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22. Development Options
 Don’t try to become more emotional at work
 Try to become more conscious of your own emotions at
work
 Stop and consider how you feel in certain situations at work,
the appropriateness of your emotions in comparison to the
situation they arise from
 Try to become more conscious of what you are conveying
about how you feel to others at work
 Is your body language, tone of voice etc appropriate and/or
being conveyed in a professional manner?
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23. Development Options
 Start paying attention to other people’s emotions, watch for
emotional body language, facial expressions, tones of voice
 Watch the way people react to things when trying to build
rapport with them
 Notice the emotional tone of meetings and situations in the
workplace environment
 Start paying more attention to the way people behave
emotionally with each other, the extent to which they get
along etc
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24. Development Options
 Consider how you feel about different choices when making
a decision at work and about how those choices may affect
both yourself and others on an emotional level
 Listen to your gut feelings or intuitive thoughts and weigh
them up against the facts or technical knowledge you have
in front of you
 Try not to make decisions on the basis of your feelings or
rational thought alone, incorporate both in your thinking
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25. Development Options
 Try to be more conscious of pessimistic thoughts and
feelings and consider them more objectively
 Try to harness optimism and look for positive affirmations
in your own and your colleagues’ daily work and
achievements
 Try not to let other people’s weaknesses and/or failures get
them down; promote them as something to learn from and as
a development opportunity
 Try to foster positive emotions in the workplace by
providing encouraging feedback to others and by
acknowledging achievements
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26.  Identify skills you use regularly as an Executive
P.A., e.g. dealing with clients, organising
meetings, delegating work, negotiating actions
on behalf of your manager etc
 Consider how developing your emotional
“abilities” further could enhance your use of
these skills
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Reflection
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27. Development Options
 EI Self Assessment and/or
 360 degree EI assessment (colleagues assess you)
 Complete other instruments to raise self-awareness
 Seek formal and informal feedback
 Attend workshop to discuss concepts, share ideas, form a
support network
 Set goals for personal change and development-make a plan
 Obtain support for development (coaching, mentor)
 Try new behaviours – reflect
 Continue to seek feedback
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28. “Conquering others requires force;
Conquering oneself requires strength”
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Lao Tzu, (Tao Te Ching)

29.  Executive EQ, Robert Cooper
 Working with Emotional Intelligence, Daniel Goleman
 The Trusted Advisor, Maister, Green & Galford
 Leadership, Sarros & Butchatsky
 The Emotional Brain, Joseph Ledoux
 Molecules of Emotion, Candace Pert
 The Other 90%, Robert Cooper
 Learned Optimism, Martin Seligman
 Toxic Emotions at Work, Peter Frost
 The EQ Edge: Emotional Intelligence and your Success, S. Stein & H. Book
 Emotional Intelligence at Work, H. Weisinger
 The Emotionally Intelligent Manager, D. Caruso & P. Salovey
 Emotional Intelligence, Why it Can matter more than IQ, D. Goleman
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Books
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30. EI Assessment Instruments &
Development Materials
Available through EIDA
 EQMap® Emotional Intelligence assessment instrument
 Genos e.i. Emotional Intelligence assessment instrument
 Myers-Briggs Type Indicator ® personality assessment tool
 FreezeFramer™ technology to help you monitor the effects of
emotions on your physiology
 MSCEIT Mayer, Salovey & Caruso Emotional Intelligence
Test
 Personal Development Planning customised workbooks.
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31. Telephone: 02 9889 0999
Mail: EIDA
By email: yvette@eidevelopment.com
View website: www.eidevelopment.com
Please note that all the material in these slides is subject to copyright and may not be
reproduced without the author’s permission. Some material in this presentation is
material of QMetrics L.L.C. and Genos e.i. and has been used with permission.
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Contact Details
P.O. Box 700
Gladesville
NSW 2111
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