Emotional Intelligence Flashcards
Describe the nature of emotional intelligence (EI:001) (PQ)
Perceive, express, understand, and regulate emotions.
Benefits for the individual:
Foster self-understanding to recognize the impact of personal feelings on others.
Develop personal traits to foster career advancement.
Benefits when working with others:
Apply ethics to demonstrate trustworthiness in working with others and problem solving techniques to obtain solutions to issues/questions.
Exhibit techniques to manage emotional reactions to people and situations.
Identify with others’ feelings, needs and concerns to enhance interpersonal relations.
Use communication skills to foster open, honest communications, influence others’ point of view.
Manage stressful situations to minimize negative workplace situations and internal/external business relationships to foster positive interactions
Implement teamwork techniques to accomplish goals.
Employ leadership skills to achieve objectives.
Explain the concept of self-esteem (EI:016) (PQ)
Way you perceive your worth or value as a person.
Self-esteem is shaped by your thoughts, relationships, and experiences, including those related to culture, religion, and societal status.
It is dynamic, and you need to increase your self-esteem for motivation, success, and mental health. Furthermore, a healthy self-esteem means that you are more likely to have positive relationships with others.
It can be increased by positive self-talk (internal monologue), and encouragement from others.
Recognize and overcome personal biases and stereotypes (EI:017) (PQ)
A bias is a natural inclination or prejudice toward or against something or someone. E.g. An employee of XYZ may be biased towards their own products. A stereotype is an exaggerated and oversimplified belief of something. E.g. Texans are cowboys. These are particularly harmful as you can offend people due to your inclinations or lack of knowledge on something.
Background and personal experiences impact our thoughts and actions unconsciously. They are the basis of biases and stereotypes.
To recognize and overcome these, you have to think carefully and consciously about your actions before doing them. You have to understand your personal connection to the situation in the case of biases, and act like you are a third party. In the case of stereotypes, you have to learn more about something before assuming erroneous beliefs.
Assess personal strengths and weaknesses (EI:002) (PQ)
Aristotle - golden mean between two vices. The golden mean is a strength but the vices are weaknesses.
For example, courage is considered a virtue, and the golden mean of courage would lie between the vices of recklessness (excess) and cowardice (deficiency).
Strengths like courage, flexibility, and initiative are great for working with others.
Draw golden mean
Assess personal behavior and values (EI:126) (PQ)
Some behavior can be unethical / ethical (define, depending on society). In this case, It is important to realise where your behavior lands on this scale, and adjust it. Golden mean
Some behavior depends on values. E.g if you value kindness more than honesty. Identify values, Match with behavior. Recognize gaps and attempt to close.
Identify desirable personality traits important to business (EI:018) (PQ)
Your personality is a set of characteristics that relate to a person’s emotions, motivations, interpersonal interactions and attitudes.
Highly desired personality traits most often include professionalism, being energetic, confidence, the ability to work independently and intellectual curiosity.
Confidence: being self-assured and demonstrating your competence.
Professionalism - The skill, good judgment, and polite behavior that is expected from a person who is trained to do a job well”
Both confidence and professionalism create successful interpersonal relationships and a lasting reputation within your organization and industry.
Energetic - being active, displaying eagerness, improves productivity and morale
Curiosity - a strong desire to know or learn, needed for innovation
Exhibit self-confidence (EI:023) (PQ)
Confidence: being self-assured and demonstrating your competence. Examples include a steady tone, straight posture, and smiling.
You need to trust yourself and believe that you are competent before others find you competent. This is essential for successful interpersonal relationships and a lasting reputation within your organization and industry. These relationships help you climb the corporate ladder.
Demonstrate interest and enthusiasm (EI:020) (PQ)
Interest - wanting to learn about something
Enthusiasm - intense and eager approval, enjoyment, or interest
Demonstrate it through a positive attitude such as smiling. A good posture where you sit up straight, eye contact, verbal and nonverbal acknowledgement.
This boosts your connections with other people and is crucial for career progression.
Demonstrate initiative (EI:024) (PQ)
Initiative - the power or opportunity to act or take charge before others do
E.g. proposing to take on new work projects, without being asked (My junior at XYZ did so with the latest project).
This establishes you as a valuable asset to the company, and enhances your career progression. (I’m considering promoting by junior).
Demonstrate honesty and integrity (EI:022) (PQ)
Honesty - telling the truth, without being deceptive
Integrity - Adhering to moral principles even if no one is watching
Superiors (e.g. me) can not always monitor their subordinates. Subordinates need to be honest and show integrity so that they can be trusted to handle situations independently.
Demonstrate responsible behavior (EI:021) (PQ)
A responsible person accepts the consequences of his or her own actions and decisions, and consciously makes decisions.
In the workplace, there is a high degree of independence for employees. They make a lot of decisions. But those who make the best decisions (e.g. arrive on time, preparing for meetings) stand out as candidates for promotion and other opportunities. They appear trustworthy and can be relied on to make well-thought decisions.
Demonstrate fairness (EI:127) (PQ)
Fairness is the quality of making judgments that are free from discrimination.
Listen to others, understand their perspective. Crucial for good decision-making, which forms the basis for trust.
Assess risks of personal decisions (EI:091) (PQ)
Risk is the possibility of loss or injury
Risk matrix
Good decisions have high reward and less risk.
Demonstrate ethical work habits (EI:004) (PQ)
Define Ethical work habits
To exhibit ethical work habits, an employee will be punctual, flexible, creative, attentive, complete objectives on time, deliver quality products, face challenges in a positive manner, manage their time, show respect by interacting in a positive manner with co-workers, and demonstrate leadership by solving problems, resolving conflicts effectively and encouraging mentorship.
Ethical work habits create positive relations such as trust. Since they are habits, people can rely on you to do them every time.
Take responsibility for decisions and actions (EI:075) (PQ)
Humans aren’t perfect, and mistakes are inevitable.
Step up to the plate, for success and failures. Deal with consequences instead of blaming others.
If you react appropriately to mistakes, then your colleagues and bosses can rely on you more.
Build trust in relationships (EI:128) (CS)
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Trust is a combination of 3 things. Explain each of the 3 things.
Describe the nature of ethics (EI:123) (CS)
Define ethics
It regulates behavior by establishing norms (normative science).
Standards, such as justice and equality. Employees should strive to adhere to these standards.
Explain reasons for ethical dilemmas (EI:124) (CS)
Ethical dilemma - situation where you have to make a decision conflicting with your personal values
Example: conflict between personal values and company policy
More than one choice available
Different values and beliefs of decision makers
No clear right or wrong, lack of integrity/resources, or ignorance
Choice from alternatives, conflicting values, Impacts stakeholders
Pressure to please all
Recognize and respond to ethical dilemmas (EI:125) (CS)
Running example: embezzlement
1. Step back
2. Understand causes and effects of ethical dilemmas (sometimes it is XYZ’s fault, sometimes it is the employee’s vices such as greed).
3. Understand short and long-term ramifications
4. Understand position of all stakeholders
5. Brainstorm possible solutions, and choose the best one objectively
Manage commitments in a timely manner (EI:077) (CS)
Don’t procrastinate - the act of deliberately delaying a task to seek short-term benefits.
Sequential prioritization - do the most important tasks first.
Unexpected things can happen - Minor fire at Company XYZ a month ago, disrupted activities
In this case, the most important tasks have still been done.
Develop tolerance for ambiguity (EI:092) (CS)
the quality of being open to more than one interpretation
You may have a general goal that you can work toward, but you’re uncertain of the outcome you need to achieve or when to stop working. This could change your productivity or ability to complete other tasks.
Remain confident and calm, and accept change
Exhibit a positive attitude (EI:019) (PQ)
Difficult situations can always arise through disagreements with co-workers and customers. It is important to understand that negativity creates more negativity, and does not resolve the problem. Patience and positive interactions, seen through words and body language (55/38/7 formula).
Demonstrate self-control (EI:025) (PQ)
Self-control, restraining yourself from acting on impulses Anger/Stress Management
Important because impulses do not help the situation, it makes it worse.
Reacting vs Responding, make sure to respond not react.
Explain the use of feedback for personal growth (EI:003) (PQ)
Can act as inspiration / instrinsic motivation.
Increases morale, productivity, confidence, satisfaction.
Constructive criticism—advice that is useful and intended to
help or improve something—is an excellent tool for providing feedback and inspiration in a positive manner. One
common method for giving constructive criticism is the sandwich feedback method. There are three basic steps
in the sandwich feedback method:
1. Comment on strengths.
2. Provide constructive criticism.
3. Repeat strengths and explain the positive results of acting on criticism.
It drives people because it gives a concrete improvement area.
Adjust to change (EI:026) (PQ)
Workplace constantly changes, need to adapt.
- Understand the change and how you will be impacted.
What is required of you to make the change successful. You can ask questions to increase understanding.
- Understand the rationale behind the change, and one positive aspect of it.
- Accept that the changed experience will have highs and lows, but you are in control to determine your reaction.
Respect the privacy of others (EI:029) (PQ)
someone’s right to keep their personal matters and relationships secret
Protect customer’s and employees’ privacy
Customers - don’t share personal info, e.g. name, password email, SSN
Employees
Digital workplace - email
Physical workplace - desk / locker
Subject to search by employers - contract
So long as they are work-related. Employers need to communicate the use of email and lockers for business use only. Personal email should not be looked at.
Show empathy for others (EI:030) (PQ)
Empathy is the ability to put yourself in another person’s
place or to see a situation from another person’s point of view.
Need to both recognize (sympathy) and understand emotions.
Accepting your own emotions before you can understand others.
Be sensitive to others feelings, 55/38/7
Understand emotions without biases / stereotypes / prejudices
Demonstrate tact, active listening
E.g. handling difficult customers!!
Stronger relationships, increased sales, problem solving
