EMOTIONAL INTELLIGENCE

1. Introduction EI
Competence
Workshop 1:
Self-
awareness
Assessing and
Measuring
Emotional
Intelligence –
Workshop 2
Workshop 3:
Relationship
Building
Practicalities
of the
Programme
Closing games Ghazali Md.
Noor
Emotional Intelligence
Training Programme

2. EQ and Business ScenarioAt the end of this course
students will be able to
have high self awareness
have high emotional literacy
feel and understand the emotions
of others
strike balance between Emotion
and reason
take responsibility of your own
emotions

3. 76%
24%
Percentage
peopla/relational side
Technical/financial side
 Have unrealistic goals and blind ambition
 Highly concerned about public Image
 Unable to tolerate failure
 Tendency to blame others for their own mistakes
 Working hard in a compulsive manner
 Has high self awareness
 Has high emotional literacy
 Ability to feel and understand the emotions of others
 Able to strike a balance between Emotion and reason
 Takes responsibility of their own emotions
3
Persons with High EI
Persons with Low EI

4. Adapted from: The Cannon Emotional Competence Model
Kate Cannon, Author
Self Awareness
 Emotional Self-
Awareness
 Self-Regard
 Reality Testing
Coping Skills
 Impulse Control
 Stress Tolerance
 Problem Solving
 Flexibility
 Optimism
Effective
Relationships
 Interpersonal
Relationships
 Independence
Interpersonal Skills
 Empathy
 Social Responsibility
 Assertiveness
Personal &
Interpersonal
Effectiveness
 Self-Actualization
 Happiness
plus
is related to
which
predicts
and results
in
The Foundation
Frances Clendenen – beBetter Networks, Inc.
4

5. 5
At the end of the workshop, you will be able to:
 define emotional intelligence
 be aware of the different models of emotional intelligence.
 describe the relationship between EI and job performance
 use emotions to achieve your objectives

6. 6
What emotions have you
experienced in the past 24 hours?
Compare situations in which you
react to those in which you respond
What emotions do you experience most
often and how do you express them?

7. 7
What is Emotional Intelligence?
What is the connection?
Self-awareness & developing a positive sense of
self-worth
Problem-solving
Emotional management / Impulse control
Decision-making
Relationship-building / Empathy / Social Skills
Taking responsibility for one’s actions

8. Understand Emotions
Recognizes what events are likely to trigger different
emotions
Knows that emotions can combine to form complex
blends of feelings
Realizes that emotions can progress over time and
transition from one to another
Provides a rich emotional vocabulary for greater
precision in describing feelings and blends of feelings
What Does “Use Emotion”
8

9. 9
Manage Emotions
You are in a meeting when a colleague takes credit
for the work you have done. What do you do?
A. Immediately confront the colleague saying
that you did the research?
B. After the meeting, take the colleague aside
& tell him/her that in the future you would
appreciate credit for the work you did.
C. Nothing. It’s best not to embarrass
colleagues in public.
D. After the colleague speaks, publicly thank
him/her for referencing your work &
provide additional details about the work.
Research findings:
Significant relationship between
managing emotions ability and burnout
and mental health
Teams with higher scores for managing
emotions received higher performance
rankings

10. Suppose you are brilliant in a particular domain of study.
Or suppose you happen to have a great idea for a project (or both).
What kinds of emotional and cognitive intelligence are needed to see the project
through to completion?
Illustrative Example of EQ and
IQ
“All I Need to Know I
Learned in Kindergarten”10

11. 11
The Four-Branch Model of
Emotional Intelligence

12. What is the connection?
EI Training Programme
Workshop 1 Self-awareness
Workshop 2 Emotion
Management
Workshop 3 Relationship
Building
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13. 13

14. 14
EI Competence Workshop 1
EI vs. IQ
5 groups
Pick one of the following
elements of EI
1. Self-Awareness
2. Self-Regulation
3. Motivation
4. Empathy
5. Social Skills
Write one example of each
competence
 An intelligence quotient or IQ is a score derived
from one of several different standardized tests
attempting to measure intelligence.
 First used in 1918 by American Army recruits.
 Reasons of high IQ
– Better nutrition
– More children completing more schooling
– Computer games and puzzles
– Smaller family size
 More IQ results in lower EI in children
– More emotionally disturbed than the last
– More lonely and depress
– More angry and unruly
– More nervous and prone to worry
– More impulsive and aggressive

15. 1. How the brain works
2. Identification of emotions
3. Emotional triggers
4. Positive self-regard
5. Application of personal awareness
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16. Cerebral Cortex:
Complex Thought
Limbic System: Emotions
Hippocampus: emotions &
memory
Amygdala: emotional control &
fear control
Hypothalamus: regulates fear &
aggression
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17. 17
Emotional Hijacking
Withstanding the Hijack
We feel before we think; everything that
we sense has already been filtered
through our emotional brain.
When danger is sensed, we react
emotionally first before the information
has reached any part of the cerebral
cortex that allows us to process and think
rationally
When what we sense reminds us of a past
threat, we react with the same intense
emotions; we may not even be aware of
the memory that has been triggered.
In order to think rationally and respond rather than
react emotionally, we need to allow the information
to reach the rest of the brain.
We can do this by becoming aware of our
emotional triggers and learning to take a moment
before reacting.
These skills are key components of Emotional
Intelligence.

18. 18
Coping with Emotions
7 basic emotions
We typically deal with emotions one of four
ways:
1) exaggerating the emotion so that we are
overwhelmed by them and lose control;
2) accepting the emotion and not try to regain
control;
3) substituting the emotion with something
more comfortable like distractions; or
4) managing the emotion through self-
awareness.

19. Which emotions do you feel most
often ?
% of the day why?
Anger
Happiness
Fear
Disgust
Surprise
Love
Sadness
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20. 20
Anger
Blood rushes to our hands so we can fight.
It can be an expression of frustration, stress,
anxiety, loss, confusion, embarrassment,
jealousy, rejection, threat, etc.
It is one of the most dangerous emotions
because it is energizing, and the more often we
are angry, the less arousal we need to stay in
this state. Anger builds momentum.

21. Fear
Blood rushes to our arms and legs so we can
run or fight.
It immobilizes us and forces us into fright, flight
or freeze.
It is connected to worry, anxiety, stress,
nervousness, panic, paranoia, and phobias.
It is sometimes expressed as anger.
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22. Sadness
Metabolism slows, giving us time to mourn.
It comes from not getting what you want or a fear of what
might happen.
When sad, many people try to isolate themselves, but this
cuts us off from resources to get over the sadness.
It is connected to depression, shame, disappointment,
regret, guilt, embarrassment, and insecurity.
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23. 23

24. Workshop 2 Summary
Impulse Control
• 1. Impulse control
• 2. Stress management
• 3. Anger management
• 4. Managing sadness
• 5. Problem-solving
Emotional management is about how our thoughts,
feelings and behaviours impact one another
We can not control our emotions, but with
awareness, we can decide how long we experience
them and how much they can impact our actions.
Workshop 2 addresses:
Impulse control Anger management
Depressive thinking Stress management

25. 25
66.2% of the total variance in performance
is predicted by emotional intelligence
Fariselli, L. & Freedman, j. ‘Stress, Emotional Intelligence and
Performance in Healthcare’ (2008)
50% of work satisfaction is determined by
the relationship a worker has with… his/her
boss.
A large hospital reduced turnover of critical-
care nurses from 65 to 15 percent within
18 months of instituting an emotional
intelligence screening assessment.
(http://jamesdambrosio.com/2011/01/31/evidence-suggests-emotional-
intelligence-increases-productivity/)
EI is a prerequisite for effective leadership
across borders.
Requires a high level of self-mastery
and people skills; ability to put yourself
into the positions of others.
Importance of EI to Organisations, too

26. Goleman’s Framework
Motivation - the drive to work and succeed
Self-awareness - understanding yourself, your strengths and weaknesses and how you appear to others
Self-regulation - the ability to control yourself and think before you act
Empathy - how well you understand other people’s viewpoints
Social skills - communicating and relating to others

27. Self Awareness
Self Management Social Awareness
Relationship Management
Social
Competencies
Personal
Competencies
Social competence
4 Domains of Emotional Intelligence
Empathy
Awareness of others’ feelings,
needs and concerns.
Understanding Others
Developing Others
Service Orientation
Leveraging Diversity
Political Awareness

28. Blocks to emotional
intelligence
Blocks
Prejudice
Low
Self-esteem
Over
Sentimental
Behaviour
All prejudice, narrow-mindedness, favouritism,
intolerance, block our ability to understand our
emotions as well as the emotions of others. Put a
STOP to prejudice and a GO to tolerance and
progress.
A little black boy in an all white class in the days of discrimination stood
up and said…”GOD DIDN’T MAKE JUNK”.
Yes! All of us are unique uncut sparkling diamonds and we must
believe in ourselves and in the beauty of life.
Sentiments have an important role in human
relationships, but, when allowed to run wild, these
damages the relationships.
GROW UP!
USE YOUR SENTIMENTS WISELY……..

29. 29

30. 30
Workshop 3: Relationship Building
Depressive Thinking
Active listening
Empathy
Awareness of others’
feelings
Open topics and
conclusion
Sadness is the emotion that people try to
avoid the most.
People often isolate themselves when sad,
which disconnects them from supports.
Laughter, exercise, small successes, and
helping others can all help in counteracting
sadness.
We often feel sad when we hold on to hurt
feelings rather than expressing them.

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Stress Management
Indicators of stress include: neck and back
pain, headaches, overreaction, and change in
sleep or appetite.
Worrying plays a part in stress and anxiety. It
can create a cycle of negative thinking.
One major source of stress is how we perceive
things.
Ways of coping with stress, relaxation
techniques, proper nutrition, exercise and
sleep.

32. 32
EI in reflection of Quran –
Workshop 3
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Surah 42, Ayats 36-44
36. So whatever you have been given is but a
passing enjoyment for this worldly life, but that
which is with Allâh (Paradise) is better and more
lasting for those who believe (in the Oneness of
Allâh Islâmic Monotheism) and put their trust in
their Lord (concerning all of their affairs).
37. And those who avoid the greater sins, and Al-
Fawâhish (illegal sexual intercourse, etc.), and
when they are angry, they forgive

33. 33
EI in reflection of Quran
38. And those who answer the Call of their Lord [i.e.
to believe that He is the only One Lord (Allâh),
and to worship none but Him Alone], and perform
As-Salât (Iqâmat-as-Salât), and who (conduct)
their affairs by mutual consultation, and who
spend of what We have bestowed on them;
39. And those who, when an oppressive wrong is
done to them, they take revenge.
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40. The recompense for an evil is an evil like
thereof, but whoever forgives and makes
reconciliation, his reward is due from Allâh.
Verily, He likes not the Zâlimûn (oppressors,
polytheists, and wrong-doers, etc.).
41. And indeed whosoever takes revenge after he
has suffered wrong, for such there is no way (of
blame) against them.

35. 35
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42. The way (of blame) is only against those who
oppress men and wrongly rebel in the earth, for
such there will be a painful torment.
43. And verily, whosoever shows patience and
forgives that would truly be from the things
recommended by Allâh.

36. 36
44. And whomsoever Allâh sends astray, for him
there is no Walî (protector) after Him. And you
will see the Zâlimûn (polytheists, wrong-doers,
oppressors, etc.) when they behold the torment,
they will say: "Is there any way of return (to the
world)?"
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37. 37

38. Practicalities of the
Programme Recruitment
Advertising
Food
Time
Parent Involvement
Location

39. Emotional Contagion and Team
Performance
The affect (emotional behaviour) of the leaders plays a major role in team performance. You can see this clearly in the way
“everyone just knows” when boss is having a bad day.
The way feelings spread from one person to another is called “emotional contagion.”
Emotional Contagion
Higher EQ
Leaders
Effect Mood of Group Leader
Much Better
Decisions
Right Mood for
Job
Engage and
Influence
effectively

40. EQ and Development Programs
A study of 30 retired National Football League players shows that the benefits of emotional intelligence go far beyond financial performance. In
fact, over 60% in the variation of these “life success” factors is predicted by emotional intelligence. Keeping that in mind many organizations
started various programs.
Management training, Performance reviews
Leadership
Development
Sales Hiring
Human Capital Strategy & Leadership Development
Stress Management Training
Leadership
Development
Leadership
Training and Team
Development
Leadership Development in
Express

41. 41
Each participant is handed pieces of paper
Each paper has the name of other participants
Each participant has to write “ I am glad I met XXX because…….”
The pieces of paper are distributed to the appropriate people & read when they get home
Introduction EI
Competence
Workshop 1:
Self-
awareness
Assessing and
Measuring
Emotional
Intelligence –
Workshop 2
Workshop 3:
Relationship
Building
Practicalities
of the
Programme
Closing games Ghazali Md.
Noor

42. 3 things you have learnt today
2 things you are not sure about
1 way you can link what you have done today to your work place
42
Wrap up
Write Down

43. Learn Unlearn Relearn Evaluation
43
Please rate the following aspects of the course
excellent good not good poor
1. Organisation & domestics
2. Content
3. Notes
4. Presentation
5. Overall enjoyment
Other topics of interest
Course Date Name

44. 44
HIGH-IMPACT LEARNING RESOURCE
Driving strategic initiatives to realize bottom line results and enhance employee engagement in the pursuit of organisational
objectives.
Involved in cross border humanitarian missions, Ghazali specialises in skills from an Islamic perspective. Held responsibilities as
Group Director, Corporate Services. Portfolio includes Legal, Corporate Planning, Human Resources and IT. Performance-driven
professional with 20 years of combined expertise in Human Resources management, recruiting, corporate and employment laws.
Strategy architect in the development of innovative Learning initiatives to streamline processes and capitalise on organisational
growth opportunities. A creative thinker, problem solver and decision maker who effectively balances the needs of employees with
the mission of the organization. Strong communication, interpersonal relations, mentoring, negotiation and organisational skills.
Passionate in sharing through lectures and learning, he is registered as a Resource Person with Malaysian Institute of Management
and frequent speaker at both local and foreign conferences for Signium International and Asia Business Forum.
Talent Acquisition & Training
Compensation & Benefits
Union Relations
Process Improvement
Succession Planning & Career
Development
Organisational Development
Employee Development
Project Management
Programme Development
Staff Recruiting & Retention
HR Compliance
Performance Management
Conflict Resolution

45. Ghazali Md Noor Examples Of Relevant Project Work
EXECUTIVE SUMMARY
 Prior to joining Encorp, Ghazali has previous engagements with various organisations, namely Majlis
Amanah Rakyat, Johor Land Berhad, TH Properties Sdn Bhd, ntv7, Shell Malaysia Trading Sdn Bhd and
Multimedia Development Corporation Sdn Bhd, just to name a few.
 With more than 20 years of experience, he began his career with Johor Corporation in 1988, followed by
exposures in petroleum multinationals and media industry. He has been a consultant and learning
facilitator for the past 9 years.
EDUCATION & PROFESSIONAL AFFILIATIONS
 Ghazali also holds a Post Graduate Diploma in Hospital Administration from MPC International Houston,
Texas and is a Certified Financial Planner (Financial Planning Association of Malaysia).
 Studied for M. Sc.HR (Development) at Universiti Putra Malaysia and sat for LLM at International Islamic
University, Gombak.
 Associate Member of Institute of Financial Accountants (UK).
 Associate Member of Institute of Chartered Secretaries and Administrator (UK).
AREAS OF FOCUS INCLUDE:
1. Performance measurement and reporting system implementation utilising Balanced Scorecard
methodology;
2. Plan, develop and conduct a fast track recruitment and selection programme;
3. Job Analysis;
4. Psychometric profiling;
5. Training Needs Analysis; and
6. Develop and deliver 24 Leadership learning and development programmes.
SOME OF THE ORGANISATIONS WORKED WITH ARE:
 Majlis Amanah Rakyat (MARA)
 INTAN (Bahagian Pembangunan Organisasi, JPA)
 Johor Land Berhad
 PASDEC Corporation
 Malaysian Institute of Management
 Signium International
 Asia Business Forum (both guest speaking and workshop)
 TH Properties Sdn. Bhd.
 Natseven TV Sdn. Bhd.
 Encorp Group of Companies
 Shell Malaysia Trading Sdn. Bhd.
 Mobil Oil Malaysia Sdn. Bhd.
 Jabatan Kerja Raya
 Multimedia Development Corporation Sdn. Bhd. (MDeC)
 Technology Park Malaysia
 Giant Hypermarket
 Cold Storage Malaysia
 Guardian Pharmacies
 Dairy Farm Group
 Khazanah Nasional
 Group UEM Berhad
45

46. Ghazali Md Noor Achievements From - To
EXPERIENCE
Johor Corporation
Mobil Oil (M) Sdn. Bhd.
Shell Malaysia Trading
Media industry through Terrestrial TV station nTV7.
Encorp Berhad
Consultant and learning facilitator
CHANGE MANAGEMENT
 Company Secretary & Director. In charge of Johor Corporation subsidiaries under the listed KPJ
Healthcare Berhad.
 Employee Relations & Welfare Head. Designing, planning and leading major business change
programmes; developing alignment and capability in sponsors and agents of change; using
appropriate communication and involvement approaches and success measures.
 Advisor, Policy Development OHME. Evaluate existing remuneration system with the objective of
replacing it with a controlled Performance Linked Compensation system.
 Head, HR & Admin. Oversee the enterprise-wide strategic Human Capital development initiatives.
 GM, Group HR & Administration. Identifying development needs in individuals and organisations,
designing and implementing appropriate development approaches.
PEOPLE DEVELOPMENT
 Develop People-Capability Maturity Model initiatives as a change management tool.
 Plan, organise and develop Industrial Building System capability implementation.
 Establish end-to-end Deloitte Employability Centre delivery for Graduate Leadership Assessment &
Development.
CULTURE CHANGE
Assessing organisational culture and climate, identifying key culture drivers, designing and implementing
approaches to establish new leadership styles and organisational cultures.
 Lectures on Corporate Administration paper for the Malaysian Association of the Institute of Chartered
Secretaries and Administrators examination at Brickfields Asia College.
 Advisor, Curriculum Development for the Bachelor of Corporate Administration, Faculty of
Administration and Law, Universiti Teknologi MARA. Being a Panelist, he contributed to the
development of curricula for the Diploma, B.Sc., and M. Sc. Integrated Administrative Systems,
Faculty of Office Management, Universiti Teknologi MARA.
1988 – 1991
1991 – 1996
1996 – 2001
2001 – 2011
2011- Present
Past 11 years
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