Tom Esch, President, Creating Resolution, LLC • Do you ever get into trouble with challenging interpersonal situations? • Do your emotions ever get in the way of your productivity? • Did you know that 90% of high performers are also high in emotional intelligence? • Did you know that emotional intelligence correlates positively to conflict prevention and resolution? • Did you know that you can grow your emotional intelligence? We all have challenges, at times, when attempting to collaborate with others on a given project. Our increasingly stressful work worlds present valuable opportunities to learn how to integrate differences. We will explore the hidden power in emotional intelligence and how to respond appropriately and effectively during stressful situations. Whether it is business process or business intelligence, you will be smarter, more adept at professional relationships and more successful as you understand and increase your capacity for emotional intelligence.

1. Emotional Intelligence
Not Optional for Business Analysts
© Tom Esch 2014
President, Creating Resolution, LLC

2. 3 Take Aways
n 3 benefits from using emotional
intelligence in your work
n 3 ways to recognize/manage
emotions
n 3 ways to grow your emotional
intelligence

3. Navigating the New Normal
n Is like fishing…moving from a lake to a
stream
n Same tools, different awareness and
skills needed
n The agile BA is a like an agile
fisherman

4. Bass caught in lake

5. Walleye in river

6. The New Normal:
Presents new opportunities for
stronger feelings and for more
interpersonal challenges..

7. Emotional Intelligence
“…managing feelings so that they are
expressed appropriately and effectively,
enabling people
to work together
smoothly toward
their common goals."
Daniel Goleman

8. Emotions Matter…

9. High Emotional Intelligence

12. Low Emotional Intelligence
Captain Melburn McBroom, 1978

13. Importance of groundwork
n We all want quick fix it tools
n The world of feelings and relationships
is complex.
n Quick fixes do not often work.
n Background info and inner awareness
IS vital

14. Three Benefits of
Emotional Intelligence
#1 Less stress
#2 More skill in building
relationships
#3 Better business results

15. #1 Less Stress

16. Way Less Stress

17. #2 More Skill in Building
Relationships

18. More likely to get what
you need…
n Information for eliciting high quality
requirements
n Capacity to build common ground
between the IT dept and the business
side
n Trust

19. CARE.
“Nobody cares how much you know,
until they know how much you care.”
Theodore Roosevelt

20. The Speed of Trust
"The ability to establish, extend, and
restore trust with all stakeholders –
customers, business partners, investors
and coworkers – is the key leadership
competency of the new, global
economy."
Stephen Covey

21. #3 Better Business Results

22. Better results
n People with high EQ deliver better
results
n Revised hiring process for salespeople
= $91,000+ than salespeople selected
under the old system + lower staff
turnover

23. What does BABOK say
about emotions?
n Almost nothing (4X)
n In the context of conflict

24. Are there costs related to
low EQ in your world?

25. How would you know?

26. Signs of low EQ
n High attrition rates
n Boring meetings
n Negative feelings
n Conflict avoidance

27. Facts about EQ
n Single biggest predictor of
performance in the workplace
n The strongest driver of
leadership and personal
excellence.
From The Emotional Intelligence Quick Book (2005)

28. Definition of
Emotional Intelligence
“…managing feelings so that they
are expressed appropriately and
effectively, enabling people to
work together smoothly toward
their common goals."
Daniel Goleman

29. “Managing feelings so that they are
expressed appropriately and effectively…

30. …enabling people to work together
smoothly toward their common goals."

31. n Manage
n Express
n Enable
Sounds easy?

32. 64% of 500,000 could not
identify current emotional state

33. 3 ways to discover &
manage emotions

34. Discover and Manage
#1 PAY ATTENTION
to Your body
n Breathing
n Heartbeat
n Symptoms
n Study faces

35. Emotional states.

36. Five basic emotions
n Happy
n Sad
n Angry
n Afraid
n Ashamed
The Emotional Intelligence Quickbook (2005)

37. Five basic emotions
n Happy
n Sad
n Angry
n Afraid
n Ashamed
The Emotional Intelligence Quickbook (2005)

38. Discover and Manage
#2 PAY ATTENTION TO NEEDS
the basics and
the higher level ones
(Maslow)

39. Some needs
n Connection
n Appreciation
n Inclusion
n Respect
n Humor/play
n Harmony
n Participation
n Independence

40. Needs met or unmet?

41. Indicators of needs met
happy
confident
engaged
curious
inspired
excited
eager
energetic
enthusiastic
grateful
hopeful
calm
clear headed
relaxed
trusting

42. Indicators of needs not met
Anxious
Frustrated
Angry
Resentful
Hesitant
Jealous
Depleted
Lonely
Unhappy
Hopeless
Heavy hearted
Guarded
Aloof
Apathetic
Bored

43. Discover and Manage

44. Discover and Manage
#3. FRAME THINGS
Explain to others how you feel.
(N.H)

46. Special Offers for You
Put your card in the basket to win
a book, Emotional Intelligence 2.0
Sign up on the clipboard if you
think this type of material would
be useful at your work

47. Do You Want More
Emotional Intelligence?
n Do you want the benefits EQ
offers?
(less stress, more skill in
relationships, better biz results)

48. Three Ways to Grow Your
Emotional Intelligence (EQ)
Can you grow
your EQ?

49. Yes!
Unless you are Phineas Gage (1848)

50. How Your Brain Works
Sensations
Feelings
Rational Thinking

51. Brain Communication
“The more you think about what
you are feeling and do
something productive with that
feeling—the more developed
this pathway becomes.”
The Emotional Intelligence Quickbook, 2005

52. Your brain: not much EQ

53. Your brain: good EQ

54. Your brain: fabulous EQ

55. Three Ways to Grow Your
Emotional Intelligence (EQ)
1. Study EQ
2. Identify and remember
“Hot Buttons”
3. Grow the traffic on your brain-highway
and DO something

56. 1. Study EQ
Choose what suits your style:
n Read a book
n Talk w/friends
n Text w/emoticons
n Hire a professional: coach/
consultant/psychologist

57. 1. Study EQ
n Write in a journal
n Ask for feedback
n Talk about emotions w/friends &
colleagues
n Join a group that pays attention
to emotions—NVC, facilitator
networks, etc

58. 2. Hot Buttons

59. Identify Them

60. Remember Them

61. Be analytical
Hot Buttons (exercise)

62. 3. THINK about and
DO something

63. “THINK about…”
“….the more you think
about what you are feeling
and do something
productive with that feeling
—the more developed this
pathway becomes…”

64. “DO something”?
n Angry—go for a run
n Sad—watch a sad movie
n Frustrated—change
expectations
n Afraid—appreciate
someone

65. It is like a muscle…

66. Wild Idea Warning…

67. Consider this:
n Evals at end of meetings--ask each
person to write down or say one word
which describes a thought or feeling
they had, give permission to pass
n Ask them to share the moment they
felt some stress or challenge

68. Your EQ will go UP.
So will theirs.

69. Those with high EQ
n Are able to prevent conflict
n Are willing to address challenging
situations
n Facilitate incredible meetings

70. Those with high EQ
n Negotiate when there are real
challenges
n Are more likely to complete projects
on time and within budget
n Are better equipped to navigate the
“New Normal”

71. Lau Tzu, born 604 B.C.
“If you are depressed you are living
in the past.
If you are anxious you are living in
the future.
If you are at peace you are living in
the present.”

72. 3 Take Aways
n 3 benefits of EQ
n 3 ways to recognize/manage
emotions
n 3 ways to grow your EQ

73. Emotional Intelligence
--good for you
--good for the company.

74. One final story
Dr. Arnold Mindell

75. Thank you!
Comments & Questions
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