3
Creating Unit Positive Relationships
Building Positive Relationships
EmotionalIntelligence
AttitudeQuotient
AdversityQuotient
Interpersonalskills
Teamworkskills
Task 1: Activity 3.1 and 3.2 EQ and AQ test
Complete the two tests and
evaluate your own result.
You do not need to share
it. (But please jot it down)
Do you know that
EQ more than doubles IQ and technical
skills in determining who will have the most
career success!
Types of Intelligences
Types
Intrapersonal
Bodily,
Kinesthetic
Interpersonal
Naturalist
Logical,
Mathematical
Musical
Rhythmic
Verbal,
Linguistic
Visual
Spatial
EQ knowing
EQ
-- How you are feeling
-- How other people are feeling
-- How you can positively impact a
situation or even turn around a
negative situation / mindset
Activity: Complete the
Write down all feelings that you have experienced
within the last month.
You do not need to share your results!
I. EQ Why would it matter?
Why teach EQ in the context of Management
Concepts?
Measures life skills ability to manage ourselves and
our relationships effectively
Can often determine life success more accurately than
IQ
Smart people do not always fare best in the real world
(world of work); in fact they can do many dumb things
when lacking in EQ.
EQ has four dimensions (skill sets)
A
Key EQ skill sets:-andbility to understand ofown emotions
recognize impact our emotions
on others
- Accurate self-assessment
- Self confidence, self-esteem
Visionary leadership inspire
Able to persuade
Able to coach, guide
Listening skills
Communicate clearly
Change catalyst
Social
Resolve conflict
Skills
Build bonds
Teamwork-able
Selfawareness
EQ skill
set
Social
Awareness
Self-control
Integrity, trustworthy
Conscientious
Adaptable
SelfDrive / motivation
manageInitiative
ment
Able to feel and express empathy
to know what it is like to be in
someone elses shoes
Knowing how to navigate politics
Being able to build networks
Service orientation outlook meet
customers needs
EQ skill sets how to develop interview questions
frombility to understand own
those?
-A
Visionary leadership
Able to inspire
Able to persuade
Able to coach, guide
Listening skills
Communicate clearly
Comm/
Change catalyst
LeaderResolve conflict
ship
Build bonds
Teamwork-able
emotions and recognize impact
-Accurate self-assessment
- Self confidence (+ esteem)
SelfAwareness
EQ skill
set
Empathy to know
and be able to
Empathy
verbalize what
someone else is
feeling
Selfmanagement
Self-control
Integrity, trustworthy
Conscientious
Adaptable
Drive / motivation
Initiative
Social/
Navigate politics
Political
Build networks
Skills
Service orientation meet
customers needs
Attitude Quotient & Adversity
Attitude
Quotient
Quotient
A primary force for
success or failure
How you perceive and
deal with challenges.
Self-fulfilling prophecy
Are challenges learning
the more you believe you
opportunities for you or
can succeed, the more
do they make you feel
likely you are to succeed.
weary?
A sense of control results
in higher AQ
Interpersonal Skills -- Teamwork-ability -Networking
Goal-setting
Active Listening
Eye contact, present, probing,
paraphrasing, empathy,...
Appropriate language
Avoid jargon
Constructive feedback
Focus on behaviour, not on
person; keep feedback descriptive
rather than evaluative; clear
purpose of feedback; ensure
understanding
Building trust, cohesion and
commitment
Inclusion skills (utilizing diversity,
input from all)
Negotiating
Facilitating / Provision Coaching
of support structure &
rewards for achievement
Networking establishing &
maintaining contacts / alliances
Active
Listening
Skills
Skills
Tell me
more
It sounds like you
had a really rough
day. One thing
after another went
wrong and you
didnt manage to
get your work
done.
Probing
So, when
Alan called
you after your
disagreement,
what did he
say?
Empathy
You look nervous
today. Are you worried
about your project?
Paraphrasing
What a day you have had! First
your car broke down, then your
boss complained about your
report and finally, you had to
cancel your dinner date to finish
preparations for tomorrows
meeting!
Summarizing
Active
Listening
Skills
Attending
Verbally: making
sounds that
acknowledge
you are listening
(Ayah.., mmm).
Nonverbally:
nodding, eye
contact,
posture...
Step 1: Role-Play this dialogue as it is:
2 co-workers
Mary: Hi Peter.
Peter: Hi Mary
Mary: How is your project going?
Peter (getting agitated in voice and body language): I am
having a rotten day. I was supposed to get out of here by 5pm
and there I am, still slaving away with mountains of
paperwork.
Mary: Ohh Peter (condescending)! You have to organize
your work better, be more systematic. No wonder your work is
not finished yet.
Peter (visibly upset, walks off without saying anything else).
Step 2: Your turn to experiment. Replace
Marys response with an active listening
response
Mary: Hi Peter.
Peter: Hi Mary
Mary: How is your project going?
Peter (getting agitated in voice and body language):
I am having a rotten day. I was supposed to get out
of here by 5pm and there I am, still slaving away
with mountains of paperwork.
Mary:
Task: Show an example of
unconstructive feedback:
Jason: I am so frustrated because I am doing my best to
finish the project on time. I have already worked 5 hours
overtime this week just to get it completed. I dont mind
putting in the extra hours, but I mind that everyone is only
complaining but not pitching in. I thought this would be a
team effort! Instead I am like a lonely cowboy fighting a
battle. Everything and everyone seems against me and the
deadline is tomorrow!
Your response:
Task: Now use paraphrasing and
empathy to respond to Jason:
Jason: I am so frustrated because I am doing my best to
finish the project on time. I worked already 5 hours overtime
this week just to get it completed. I dont mind putting in the
extra hours, but I mind that everyone is only complaining but
not pitching in. I thought this would be a team effort! Instead I
am like a lonely cowboy fighting a battle. Everything and
everyone seems against me and the deadline is tomorrow!
Your response: You sound as if
Demonstrate an unconstructive
attitude towards Amy:
Amy: There has been a lot of activity while you were
away. Ann crashed her car and needed a few days off.
Beng came down with the flu. Lian sprained her ankle
we had to get a temp who somehow managed to lose all
our main files in the master disk. I am glad you are
back! How are we going to get back on track?
Your response: Well, .
Now use summarizing & attending to
demonstrate good use of active listening
skills:
Amy: There has been a lot of activity while you were
away. Ann crashed her car and needed a few days off.
Beng came down with the flu. Lian sprained her ankle
we had to get a temp who somehow managed to lose all
our main files off the master disk. I am glad you are
back! How are we going to get back on track?
Your response: Well, .