Excellence through emotional intelligence discusses the wisdom of the ancient philosophers and achieving excellence every time workers perform

1. Excellence Through Emotional Intelligence " The secret of joy in work is contained in one word - excellence. To know how to do something well is to enjoy it.” --Pearl Buck

3. Habits ? Knowledge (what to, why to) Habits Internalized principles & patterns of behavior Knowledge (what to, why to)

4. Habits ? Knowledge (what to, why to) Habits Internalized principles & patterns of behavior Desire (want to) Knowledge (what to, why to) Desire (want to)

5. Habits ? Knowledge (what to, why to) Habits Internalized principles & patterns of behavior Desire (want to) Knowledge (what to, why to) Skills (how to) Desire (want to)

6. Habits ? Knowledge (what to, why to) Habits Internalized principles & patterns of behavior Desire (want to) Knowledge (what to, why to) Skills (how to) Desire (want to) Habits

8. Who Should We Benchmark With? • Internal benchmarking internal benchmarking is likely to meet with less resistance from managers • Benchmarking with competitors (international benchmarking) those competitors who are performing better than us • Best in the Industry with Industry leaders who achieved the best performance • Cross Industry some measures could be compared with best performance of any industry e. g. Finance, HR measures

9. Achieve Organizational Excellence ? Focusing Energy & Resources ASK: Is the organization in sync. with the Mission? CHAOS Excellence Substandard Performance Vision Alignment Mission Vision Mission Excellence Assessment

10. Alignment: New Business Strategy & Excellence Human Capital Development & Management is a new business strategy to improve organizational effectiveness by implementing a management system to align, develop and manage people. If you don’t know where you are going, any path will take you there” --- Old Sioux Proverb ---

13. ASK to Develop Excellence Excellence Repeat with EQ S kills + K nowledge = C ompetence + A ttitude P erformance

15. Primary Emotions

16. Emotions Connections Something happens You have a thought about it You feel something You react ( behavior )

17. E Q Emotional Intelligence EQ? What is that ? The applicarion of a positive attitude, respect, and healthy patterns of behavior towards self and others

18. E Emotional Intelligence Q Empathy Self Motivation Social Skills Self Regulation Self Awareness EQ

25. Q E Language of EI REACTIVE PROACTIVE There is nothing I can do That’s just the way I am He makes me mad They won’t allow that I have to do that I can’t I must If only Let us look for Alternatives I can choose a different approach I control my own feelings I can create an effective prsntation I will choose an appropriate response I choose I prefer I will (Use space between Stimulus & Response)

26. Q E Relationship of TRUST DEPOSITS WITHDRAWALS Seek first to understand Keeping promises Honesty, openness Kindnesses, courtesies Win-Win or No Deal thinking Clarifying expectations Loyalty to the absent Apologies Receiving feedback and giving “I” messages Forgiveness Seek first to be understood Breaking promises Smooth manipulation Unkindnesses, discourtesies Win-Lose or Lose-Win thinking Violating expectations Disloyalty, duplicity Pride, conceit, arrogance Not receiving feedback and giving “You” messages Holding grudges (Emotional Bank Account)

29. Excellence Through Emotional Intelligence “ Appreciation is a wonderful thing; it makes what is excellent in others belong to us as well”. Voltaire