Emotional Intelligence Training in the Workplace

Providing Emotional Intelligence training in the workplace would enable organizations to have better communication with their employees and learn new ways to recognize the emotions of their staff.  By being aware of the characteristics of emotional intelligence and applying them, the performance of the organizations would improve drastically.

Self-Awareness

Self-Awareness is the cornerstone that supports all of the other Emotional Intelligence competencies.  It must come first because if we do not know ourselves and what we are feeling, how can we possibly know or understand the emotions of those around us.  The more we know about ourselves, the better we are able to control and choose the kind of behaviors we will display in a work setting.

Without self-awareness, our emotions can blind us and guide us to do things or to become people we really do not want to be.  If we are aware of our feelings and thoughts, we can choose how we will act or react in a given situation or to a certain person.

Self-Regulation 

Self-regulation helps to regulate our feelings and manage them so they do more good than harm.  Our passions can be contagious and energize others, but our complaining can damage work relations beyond repair.  Being able to check our emotions with self-regulation can help to cool down our emotions.  

When angry, our emotions can get the best of us and because of that, we cannot make good decisions, making us act inappropriately.  By being able to manage our emotions, we become more adaptable in stressful situations.

Self-Motivation 

Self-motivation is about visualizing a goal and taking the necessary steps to get there.  We must be able to psych ourselves up and motivate ourselves to reach your goal.  Being persistent will help to attain our goal, despite any obstacle that may come our way.  

Empathy  

Empathy is being able to see from another person’s perspective.  Acknowledging other people’s emotions, whether it is sad, angry, happy, or confused, can help us gain an understanding to what is going on around us. 

Empathy must first begin with listening and responding to what others are feeling.  This is especially important for managers to help them understand the emotions of their employees. 

 

Effective Relationships 

When self-awareness, self-regulation, self-motivation, and empathy are mastered successfully, effective relationships can be attained.  Effective relationships allow managers to be better communicators as well as better collaborators because of their new learned social skills.  Managers are better able to manage disputes and communicate with their employees, making the working atmosphere that much better to be a part of. 

Emotional intelligence training would allow managers to learn how to perceive their employees and ultimately learn how to manage the relationship between them more effectively.  They would also benefit in learning this training by learning how to read their employees and have a better relationship with them in the end.  Knowing when their employees are having a bad day or are struggling with a work issue would be helpful to a manager who has struggled trying to figure out an employee.  Managers would be able to be empathetic with employee and not jump in to judge others, but to listen and understand them. 

In some cases, employees have a hard time communicating with their managers due to a lack of empathy or a lack of self-awareness that their managers portray.  Oftentimes, managers do not perceive that there are department issues until it is too late.  Managers must learn to have an open relationship with their employees and be able to communicate with them so that they can feel acknowledged and validated. 

Training would also allow managers to have a dialogue with their employees rather than giving orders to individuals.  They would learn how to be empathetic and recognize the wants and needs of employees around them, making the work environment pleasant and productive.

According to Six Seconds, the world’s largest network of emotional intelligence experts, it indicates that “business becomes more complex with globalization and the accelerating pace of innovation, the value - and necessity - of "emotionally intelligent leaders" is gaining ground.  A growing body of evidence shows that the ability to be smarter with one's feelings is tied to improved leadership, relationships, decision-making health and well-being; all of which help higher EQ leaders create greater economic and societal value.”  (Business Wire, 2013)

Research has also indicated that in health care industries, patients are more likely to follow the advice of their physicians and nurses because of how they were communicate to, based on their emotional intelligence training they received in their former years.  (Business Wire, 2013).

Emotional Intelligence training in the workplace would help increase performance and raise productivity.  Engagement between managers and their employees will allow open and honest communication, which in turn, will allow managers to keep learning about themselves and their employees.  An inspiring work environment will be created allowing brainstorming to take place in a safe environment.

Additionally, managers will be able to listen for nonverbal cues, enhancing their empathy techniques and being able to see the other person’s perspective.  It is necessary to manage emotions rather than letting your emotions control you.

Emotional intelligence training in the workplace is vital for organization to succeed and to enable organizations to have better communication with their employees.  Managers fail primarily because of their inability to handle change, their inability to work in a team, and poor interpersonal relationships.  The only way to succeed is to learn it and live it.

Business Wire (2013).  Emotional intelligence movement comes of age: Six seconds says companies that leverage "EQ" training save money, gain a happier, more productive workforce. (2013, Apr 23).  Business Wire. Retrieved from http://search.proquest.com/docview/1335065350?accountid=32521

PR News Wire (2013).  New research shows emotional intelligence improves organizational climate and bottom-line performance, presented at Harvard University in June. (2013, Apr 04). PR Newswire. Retrieved from http://search.proquest.com/docview/1323330681?accountid=32521

Roebuck, D.B. (2006).  Improving Business Communication Skills (4^th ed.).  Upper Saddle River, New Jersey: Pearson Prentice Hall.
 

Communication Styles

People develop different styles of communication based on their life experiences.  It is important to understand how your communication style is interpreted by others to avoid miscommunication and misunderstandings.  The goal should always be to understand—not to be right.

There are four types of communication styles; Aggressive, Passive, Passive Aggressive, and Assertive.  Depending on the style you use to communicate, it will explain how you others perceive you and how you feel.

Aggressive communicators are those who honestly state their opinions, feelings, and wants with little or no concern for the rights of others.  Aggressive communicators can be seen as intimidating, demanding, and rude.  This type of communication style offends others and can lead to stress.

Aggressive communicators usually criticize, blame, or attack others and often speak in a loud, demanding, and overbearing voice.  The impact of these actions can alienate others and often lead to them blaming others instead of owning their own issues. 

Passive communicators are people who avoid expressing their opinions and/or feelings.  The goal of a passive communicator is to avoid conflict.  These individuals do not respond overtly to hurtful or anger-inducing situations.  Instead, they allow grievances and annoyances to mount, usually unaware of the build up.  But once they reach their high tolerance threshold for unacceptable behavior, they are prone to explosive outbursts which are often out of proportion to the triggering incident. 

Passive communicators usually fail to express their feelings, needs or opinions.  They often make up excuses and can exhibit poor eye contact.  After too long, they may suddenly explode.  Oftentimes, they may feel depressed because they feel stuck or hopeless as well as feel confused or conflicted because they have ignored their own feelings.

Passive aggressive communicators are people who do not express their ideas, opinions and feelings directly. They find more subtle ways to convey reactions and feelings, generally behaving in ways that demonstrate negative feelings.  They may deny their have a problem or subtly sabotage a situation as a way to get even.

Passive aggressive communicators often do not deal with the real issues at hand; instead they internalize their resentment and become alienated with those around them.  At the time, they agree with those around them, however, once the person is no longer around, they become aggressive and frustrated.

Assertive communicators are those who clearly state their opinions and feelings, and firmly advocate for their rights and needs without violating the rights of others.  They are people who are born of high self-esteem.  These individuals value themselves, their time and their emotional and physical needs.  They are strong advocates for themselves while being respectful of the rights of others.  “Being assertive can also help boost your self-esteem and earn others' respect. This can help with stress management, especially if you tend to take on too many responsibilities because you have a hard time saying no.”  (Mayo Clinic, 2014)

Assertive communicators are generally caring and honest individuals who make good eye contact and have a relaxed body posture which shows just how comfortable they are.  They make win-lose situations into win-win situations. 

No matter the type of communication style you portray, being aware of others style will enable you effectively understand them.  “Experience has shown that people who consider how they communicate will achieve their desired results faster than those who don't.” (Khosravi, 2012).  Oftentimes we speak to others and disregard the feelings of those around us.  By being aware of how they understand the information, it will allow successful communication.  It will help to eliminate miscommunication and misunderstandings.

Khosravi, H.  (2012). International Journal of Government Auditing. Washington: Retrieved from http://proquest.umi.com/pqdweb?did=2646190691

Mayo Clinic (2014).  Being assertive:  Reduce stress, communicate better.  Retrieved from http://www.mayoclinic.org/healthy-living/stress-management/in-depth/assertive/art-20044644

Delivering Bad News Tactfully and Effectively

As a manager in a mid-sized technology company, providing technical expertise and delivering excellence customer services is the focus of the job.  When the performance of an employee becomes substandard and complaints start to come in from customers and peers, as a manager, the situation must be dealt with immediately.  This is especially true when the employee has also displayed confrontational behavior, which creates tension in the company as well as a hostile work environment.   

Having a difficult conversation is never an easy task.  Especially when a manager must inform the employee that they must immediately improve their performance or they may be terminated.  Tension can be very high and employees often enter the meeting defensive and unreceptive.

The first step to take with the employee is to schedule time to meet that is convenient to their schedule.  You do not want to start off a meeting by having the employee upset because they are missing a scheduled appointment or meeting.

Once you are able to meet with the employee, you should let them know that you need to discuss a difficult issue with them.  An example of this would be:  Janet, I would like to talk to you about a difficult issue.  It has come to my attention by customers and coworkers, that you have displayed behavior that is not consistent of your past behaviors and your customer service has not been as helpful as in the past.  I want to see you succeed in your job and want to make sure you want the same.  What are your thoughts?  By stating your facts and letting the employee know what you want from them allows the employee to know that you are coming from a place where you want to support them.

In addition, asking the employee their thoughts are about what you just explained, gives them an opportunity to express their concerns for the job or inform you about any personal difficulties that may be contributing to their work or attitude.  As a manager, you do not want to go right into asking if they have any personal issues going on at home, because you do not want to cross the boundaries or get the focus off of the task at hand.

Letting the employee know that you support them and want to see them succeed, helps them to refocus.  At that time, they may express their desire to increase performance or let you know that have loss focus of the job.  During this part of the conversation, as a manger, you must let the employee know the consequences of improving their performance immediately.  They should also be advised that failure to improve their performance would result in dismissal from their job.

The communication between the manager and employee should be respectful and very clear so that the employee understands the totality of the conversation.  While these conversations are never fun to have, they are required oftentimes.  Being firm in your request and following up with the employee will help them to succeed in their job and allow the company to perform up to standard. 

Heathfield, S.  (2014).  How to Hold a Difficult Conversation.  Retrieved from http://humanresources.about.com/od/interpersonalcommunicatio1/qt/feedback_com6.htm

Media Technologies

Media technology is the way news and information is disseminated.  Many years ago, many people relied on verbal communication to get information spread and as the years went on, people found many other forms of media technology, such as newspapers, television, phones, radios, and the internet. 

Phones are used to verbally communicate information to others.  This technology was at one time, one of the most popular forms of communication.  In the past, families have used telephones regularly, to check in with family members or to share information.  However, their primary use by many is now to search the internet or text each other as a form of communication.  Phones help to reach others all over the world and are a very important asset in all businesses.

The internet is a useful way to find any type of information you may need.  Today, school children rely on the internet to help them with their school work or to learn just about anything they have a question about.  Social media sites such as Twitter, Facebook, or Instagram are accessed via the internet.  Today, social media is widely the most popular form of media technology used.

Newspaper is one of the oldest ways of media technology.  Newspapers printed late at night for early morning news.  However, to keep up with todays every changing news; many people also read the news via the internet newspaper which also helps to eliminate paper waste.  Newspapers are read all over the world and many people still seek out to read newspapers for international and local news.

Radio is another form of media technology that is convenient to learn about the current events without having to read a newspaper.  It serves as a way for people to be updated with current events while they commute to and from work.  This form also serves as a way to get information in the event of an emergency. In the event a disaster strikes, radio signal will allow emergency information to be broadcasted.  This form of communication is also widely used for people to select the type of music or news they prefer to listen to.