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“One mind, one goal, one vision”
How to become an emotionally intelligent organisation

What is emotional intelligence (ei)?

• ei is composed of intrapersonal intelligence and interpersonal intelligence
• Intrapersonal intelligence is what you need for effective self management
• Interpersonal intelligence is what you need for effective relationship management
• Effective self management and relationship management leads to effective overall performance
• Therefore, emotional intelligence leads to effective performance

The benefits of being an emotionally intelligent organisation

• Increased productivity through focused and motivated staff
• Improved customer service creating an unrivalled experience
• Reduced absenteeism from lower stress and demotivation levels
• Effective cross-company relationships built on trust and co-operation
• Company-wide alignment of goals and energy facilitating sustainable success

ei identifies and unravels established behaviours which prevent the organisation from reaching their objectives, or as we like to put it;

Effectiveness = potential – interferences

 

Why choose ei and not something else?

• It provides the entire organisation with one “easy to understand” and “take ownership of” set of attitudes and behaviours
• These attitudes and behaviours are then tailored to suit the staff at all levels (management and customer facing/operational)
• Effective in real time
• Gets to the root of the issues
• Team building
• It will have an impact on internal and external customer service and sales
• As it addresses attitudes and behaviours improvements become sustainable; “research consistently indicates that 50 – 80% of job performance is due to attitudes and behaviours”. Poor performance can normally be attributed to poor attitude and behaviours.
• ei can uniquely link together corporate objectives & values, behaviours and outcomes, which bring us back to the objectives as shown in the diagram below

‘Working smarter not harder’

Linking values to behaviours

Every major organisation has a set of corporate values, usually displayed in a nice frame in the reception area at head office. Very rarely will employees be able to tell you what they are, let alone align their behaviours to them!

This ‘link’ is vital to the ‘one mind, one goal, one vision’ objective.
Linking ei behaviours to outcomes

There are 15 behaviours within the ei model and they come under two headings of intrapersonal (self management) and interpersonal (relationship management):

Intrapersonal  Self management	Interpersonal Relationship management
Self regard	Regard for others
Self awareness	Awareness of others
Emotional resilience	Trust
Personal power	Balanced outlook
Goal directedness	Emotional expression and control
Flexibility	Conflict handling
Personal openness	Interdependence
Invitation to trust

This next section gives a brief definition of a selection of the ei behaviours and the characteristics/attitudes most likely to be evident:

This next section gives a brief definition of a selection of the ei behaviours and the characteristics/attitudes most likely to be evident:

Self management
                                                                       
Self regard: the degree to which you accept & value yourself unconditionally

High self regard	Low self regard
Aware of strengths and weaknesses	Self critical
Willing & able to accept developmental feedback	Doesn’t take responsibility
Able to own up to mistakes and move on	Poor attendance record
Take full responsibility for own actions	Suspicious
Flexible	Resistant to change
Can do attitude	Uncooperative

Self awareness: the degree to which you are in touch and control of your body, your feelings and your intuitions

High self awareness	Low self awareness
Understand ‘gut feelings’	Unreliable behaviour
Takes feelings into account before making decisions	Out of control
In control of feelings	Pessimistic
Consistent behaviour	Unwilling to try
Can do attitude	Prone to stress related  illness

 

Relationship management

Regard for others – the degree to which you accept and value others unconditionally

High regard for others	Low regard for others
Seeks out interactions with others	Domineering
Interactions result in positive outcomes	Bully
Builds trust	Judgemental
Builds cooperation/flexibility	Arrogant
Us against the problem not you against me	Non inclusive

 

Awareness of others – the degree to which you are in touch with the feelings of others

High awareness of others	Low awareness of others
Empathic	Self centred
Supportive	Opinionated
Us against the problem not you against me	Uncompromising
Flexible	Ignores the needs of others
Trusting	Not a team player

 Linking behaviour outcomes to objectives

The lists of behaviours and attitudes above will without doubt influence the ‘living’ of the Company’s values and the reaching of the Company’s objectives. Such as:

Objective = Profitability
Value = Self motivation
ei behaviours = Self regard, regard for others, personal power

Objective: ‘Unrivalled customer service’
Value: Consistency of behaviour
ei behaviours = regard for others, awareness of others, personal openness

Objective: Increase in sales/productivity
Values: Flexibility, determined, cooperative
ei behaviours: Self regard, self awareness, personal power, goal directedness, trustworthiness

*No knowledge or skills training will ever be as effective as coaching the right behaviours and attitudes.

How to become an emotionally intelligent organisation

Option 1 – Pilot scheme

Select a department and create and deliver an ei development programme to suit staff at every level within that department.

ei development options:

1. One to one coaching
2. Team effectiveness (groups of up to 15)
3. Individual effectiveness (groups of up to 15)
4. Customer service (internal & external) and sales (groups of up to 20)

One to one coaching process

1. Online questionnaire
2. 1 day coaching (twice a year)
3. 360° feedback (incorporated into above & completely confidential)

Team effectiveness

1. Online questionnaire
2. 3 day programme including experiential exercises
3. 360° feedback (incorporated into above & completely confidential)

Individual effectiveness

1. Online questionnaire
2. 3 day programme including experiential exercises
3. 360° feedback (incorporated into above & completely confidential)

Customer service and or sales

1. Relationship online questionnaire
2. 1 day training programme

 

Option 2 – Complete organisation roll out

As above, but this time staff from different departments will be on the same courses to encourage greater understanding and appreciation of each other and each others issues.

Add on’s
Train the trainer for customer service and sales programmes
Performance management with ei
Integrating ei into all in-house training programmes

Measurability

• Decrease in absenteeism
• Improvement in customer satisfaction surveys
• Increase in revenues from sales
• Improvement in overall productivity through greater cooperation

Other benefits

• Tools for performance management
• Recruitment tools
• More commercially aware workforce
• Engage long standing clients in “before” and “after” initiative
• Engage customers and press home the ‘one mind, one goal, one vision’ culture

Roll out

• Set up working party
• Agree internal and external communication
• Plan strategic quick hits
• One to one coaching for members of the working party
• Plan and undertake all pre ei measurement initiatives i.e customer surveys, internal surveys
• Train the Trainer for customer service and sales training

 

For more details on all of the above please contact:

Christine Martin
Email: Christine@trtuk.com
Tel: 0044 1656 720011
Mobile: 0044 7811 372891