Emotional intelligence - The last stand for performance management
Key elements of this article
1. What is emotional intelligence ( EI , #EI #emotionalintelligence )
2. The difference between perceived emotional intelligence tests
3. What is the impact of emotional intelligence on performance management
4. How EI considerations for #marketing and user experience #UX could embrace big data
Emotional intelligence (EI/EQ) is vital for every potential leader, manager, customer service operator plus just about anyone who will interact with others – so that’s all of us!
The special skills needed for cultural understanding is slightly different, but a person with good emotional intelligence is prepared and aware of some basic considerations .
Emotional intelligence is a skill transferable in life and in business. The benefits to be aware and control your emotions. The skills to manage interpersonal relationships with empathy is defined as the capacity to be aware of, control and express one's emotions, and to handle interpersonal relationships in a sensible yet firm manner.
Key Take Away:-
Business: Influencing the emotions of staff and clients can produce positive outcomes from little investment in capital
Life: By becoming more aware of your own EI levels you can create opportunities at work and life for improved social interactions and personal emotions.
Perceived and actual EI tests
The common tools to develop and identify strong candidates beyond their experience, qualifications and IQ levels are the extensive use of DISC and MBTI - Mayer’s Briggs type tests. These are very useful, positive experiences and used extensively through USA and Western Europe, but a key focus of these tests is either behavior or personality types. The missing link in depth and detail is how to measure our emotions. This is the field of emotional intelligence.
The above tests and measures themselves should be taken within the context at the time and I suggest periodic review is of greater benefit to gain the best accuracy.
Understanding emotional intelligence for performance management?
1) The score is a strong indicator of predicted performance and therefore is a baseline benchmark
2) Growth plans can be developed to create strengths and improve performance.
3) For a full deep dive on this subject read this article from the "Consortium for research on emotional intelligence in organizations"
There are 3 models of emotional intelligence but this article will focus on the most common “mixed model”. There is some critism of the mixed models but until hard science can discount it, I prefer to use this as the representative model in emotional intelligence testing and use.
- Self-awareness – the ability to understand and be aware of one's emotions, strengths, weaknesses, drives, values and goals and recognize their impact on others while using gut feelings to guide decisions.
- Self-regulation – this involves the controlling or redirecting of one's negative emotions and impulses and adaption to changing circumstances.
- Social skill – This area is how to manage relationships to move people in the desired direction
- Empathy - considering other people's feelings especially when making decision
- Motivation - being driven to achieve for the sake of achievement.
Note that the above does not include the word Inspiration: A key element when defining personal values and goals (self awareness) can help guide and influence the motivational aspects is to discover what inspires people.
Two measurement tools are based on the Goleman mixed model:
1. The Emotional Competency Inventory (ECI) and the Emotional and Social Competency Inventory (ESCI). The Emotional and Social Competency - University Edition (ESCI-U) is also available.
2. The Emotional Intelligence Appraisal, which was created in 2001 and which can be taken as a self-report or 360-degree assessment.
Key Take Away:-
3. Business: EI can be a useful extra tool for personnel profiles
4. Life: The difference between personality, behavior and emotions can be identified and measured separately. Emotions are easier to influence from a wider scale level.
Marketing and User Experience impacts current and future
Some areas where emotional intelligence is impacting marketing is within the use of the avatar. An avatar for the world of marketing is a fictious person who is the ideal customer for your product.
An example could be this: Jane lives in the North West of Germany; she has just finished college education and is supported by the state and her family financially. Jane likes comedy films, is a none smoker and uses most of her social media time on snap chat and Instagram. Etc. etc. etc., these details become very specific and allows a business to target this ideal client/customer knowing that many characteristics cross over from one are to another.
- EI in this case can explain some of the range influences and motivations behind Janes personality and actions. It can be used to “set the tone” of interaction.
Emotional intelligence has a further potential big impact on user experience design. There is a need for the designers of product and services to understand the different personality types from different cultures as they make the touchpoints of interactions between the user and the business provider. Today it is hard to gather the correct information to gain a true personal service between supplier and customer through complex automation. The future shows new potentials.
Imagine a world where your emotional intelligence levels are understood through the collection of information from the Internet of Things (IOT) and analytics used via big data process collection. This could in theory help design seamless service and product touchpoints with different experiences. For instance, a person with a need for hard facts and short fact based decisions may have a different screen design and information and options menu than a person who has a need for more detailed information and references. A person with certain emotional intelligence levels will also have their design adjusted to smooth their experience.
There are serious privacy issues to be resolved before this level of service could be used but it is clear how emotional intelligence information could influence the design of products at a 1:1 scale.
Key Take Away:-
Business: Specific considerations should be included within the user experience to gain competitive edge.
Life: @@How will you react if additional privacy information is needed to enhance your user experience?@@
The use of personality and behavior testing models support the soft skills of a person. The benefits from developing skills, experience, qualification and implementing the knowledge from these tools is indeed useful to any business seeking to improve their performance. The competitive market place requires continued development to identify new competitive edges. Emotional intelligence is a key missing link to help boost these performance outcomes.
The performance measurement and goal setting needed in business can be identified and shared within context of understanding emotional intelligence tools, systems and implementation. The impact can be a “secret sauce” to lift potential and current leaders into new performance levels whilst enhancing a positive working and personal culture.
Further Reading and reference material
- White paper on emotional intelligence use for business
- The dark side of emotional intelligence
- Why emotionally intelligence people make more money
- Emotional Intelligence from Theory to Everyday Practice via YouTube at Yale University