Emotional Intelligence (EQ) is the ability of an individual to deal successfully with other people. It is the way a person manages themselves, motivates others, understands feelings, and appropriately respond to the everyday environment. In essence, say HR experts, EQ is about interpersonal skills.
A retired school teacher from Canada is credited with coining the most succinct definition. Howard Hopkins, says emotional intelligence is the skill to combine intellect and emotion. “(EQ) possesses the power to elevate even the common exchanges of everyday encounters from the base level of me-and-you to the sublimity of I-and-Thou!”
That contrast can be seen starkly in many workplaces. Researchers and management scholars have found that individuals with high EQ are better at creating positive outcomes in the workplace. With each claim of harassment, temper flair-up, or inappropriate remark – the typical stuff of low EQ holders – comes an overall drop in productivity.
But it’s not just about avoiding the bad stuff. Additional, though less often mentioned, qualities of a high EQ employee include the ability to self-select work that is emotionally rewarding to avoid procrastination or self-doubt; and an appreciation for balancing work, home, and recreational life.
“The workplace today requires us to be able to promote and support co-operation; to value and understand diversity; to be self-motivated and motivate others; to be flexible, to handle conflict; to welcome change; to share our knowledge and to do it all in a consistently positive mood with patience and tolerance,” says Alan Whitehead, Assistant Director of Professional Development at the British Council in Singapore. “All this, on top of being highly skilled in our individual jobs!”
Emotionally intelligent workers typically enjoy a stimulating, challenging, supportive and productive working environment. Their ability to get along with others and build relationships is almost guaranteed to positively affect the long-term bottom line of any organisation, Whitehead says.
Now, compare this ideal with a possibly low-EQ worker, whose behaviour is driven by unconscious emotional patterns. A typical example will be self-involved with little attention for others. Their responses to people, events and challenges, are generally based on their own uninspected feelings, without consideration of the feelings of others. It’s not hard to see how one worker could be a revenue-maker; while the other becomes a costly liability.
EQ and ROI
This isn’t just hearsay. There are powerful statistics to back up the idea that EQ matters. Freda Turner, Chair of Management and Leadership Programmes with the University of Phoenix in the US, says by following managers after specific EQ training, a positive ROI is clear.
She notes that American Express managers who undertook an EQ development course increased business by 18.1% over the next year. By comparison, those that missed the training grew the company by only 16.2%.
There are also gains to be had in other areas. The US Air Force claims it is now saving US$3 million a year by using EQ measures to select recruiters. These staff have a higher conversion rate in turning prospective recruits into actual signups.
Turner says the financial services industry is also reaping rewards from a renewed focus on emotional strengths. “One recent study measured that the productivity difference between low-scoring EQ employees and high-scoring employees was 20 times,” she tells HRM. The Texas-based Fortune 500 company says it had utilised personality assessments for candidate selection for years. After turning to an emotional intelligence-based selection assessment and an EQ training and development program, it increased retention by 67% in the first year alone. This was calculated to be worth US$32 million in reduced turnover costs and increased sales revenues.
Emotional learning
EQ may not be an exact science but it can be taught. Several training organisations in Singapore and beyond offer courses that cover specific EQ development strategies. Importantly, the skills are relevant to workers and staff at all levels of an organisation. In today’s consistently interactive world, there are few places for low-EQ emotional loners to hide.
Participants say there is a quick take-up of skills; and they can be immediately applied in the workplace and at home. One Abu Dhabi-based executive, who enjoyed training in Singapore, said it helped him to see his family, colleagues and organisation in a different light. “I saw colleagues develop a new understanding and a new respect for one another,” Anthony Mendonca told HRM. “ It helped me put a part of my life into perspective and showed me what I must do to take control. (It also) raised my awareness of my own relationships with colleagues, managers, friends and family. I believe I became more efficient in my dealings with people, without losing who I really am.”
Motorola in Singapore has altered its leadership development to help new managers enhance their EQ. Jennifer Suhoo, Senior HR officer, says the new focus has helped managers motivate their teams. “They are able to identify hot buttons and find ways to overcome difficult situations in a positive manner,” she said. “Also, they tend to think more positively and are able to interact with fellow colleagues and external customers more effectively.”
More than just intelligence
What really is the difference between the intelligence quotient (IQ) and emotional intelligence (EQ) measures? HRM explains
» IQ is a standardised measure of pure intelligence. It considers cognitive abilities – such as the ability to learn or deal with new situations; the skilled use of reason; the ability to apply knowledge; and the ability to think abstractly. It is measured by objective criteria with relatively little variation as a subject takes different tests.
» EQ is a measure of emotional intelligence, or the ability to combine the above IQ measures with emotional understanding. Competencies include empathy, intuition, creativity, flexibility, resilience, stress management, leadership, integrity, authenticity, and interpersonal skills. A person’s EQ can be measured using any one of a number of assessments, making it a much more volatile figure.
HRM Workshop - Developing an Emotionally Intelligent Workplace
16 December 2009
Singapore
Details:http://www.keymedia.com.au/KMIConferences/EQ%20in%20the%20workplace.pdf