What makes a leader? An effective leader is characterised by many varied skills but a high degree of Emotional Intelligence is one particular skill often exhibited by strong leaders.
Gerry Moore, Director of Mindshare NI Ltd explains the impact of Emotional Intelligence within the business environment, identifying its importance as well as the negative effects of low Emotional Intelligence, which define a need for individuals to undergo leadership development training.
WHAT IS EMOTIONAL INTELLIGENCE?
Emotional Intelligence (or lack of it) is manifested in different situations in a variety of ways. You may have seen a person facing an awkward situation which you felt they tackled well, taking into considerations the feelings of those involved and what had occurred. Some people may have heard the leader play back accurately his/her perceptions about how they felt, whereas you on the other hand may have left the room feeling baffled unable and to see the point. On occasions you may have found that others discuss how a meeting went with a totally different slant to what occurred according to your own recollections and you cannot fathom why people behaved the way they did and you feel that they did not understand you at all.
These examples highlight high and low Emotional Intelligence and the significance of the gap from one to the other. As a person develops greater Emotional Intelligence he or she will better understand “difficult” people and the roots of their behaviour (or better still gain the skills to explore them!)
In simple terms Emotional Intelligence, often measured as an Emotional Intelligent Quotient (IQ) describes an ability, capacity or skill to perceive, assess and manage effectively the emotions of one’s self, of others and of groups.
There are various models or frameworks for Emotional Intelligence which tend to include the following competencies.
Interpersonal – you may read books on developing interpersonal skills, but this doesn’t necessarily mean that you understand and get on very well with all other people. This requires interpersonal intelligence – the ability to build rapport, motivate, influence and generally “hit it off” with other people. Great leaders tend to have this intelligence in abundance!
Intrapersonal – Relating well to other people isn’t the same as understanding your own emotional inner life. Intrapersonal intelligence is the ability to be self-aware!
SO WHAT IS THE BUSINESS CASE FOR EMOTIONAL INTELLIGENCE?
The cost of low Emotional Intelligence in business leadership or the business environment can be measured in terms of:
Time Wasted in Unresolved Conflict – people lose focus when they are churning over something they are not completely happy about. They are not doing what your business needs them to do or are simply going through the motions. A person with high Emotional Intelligence will resolve his or her issues and enable the individual to deliver high performance.
Locked Away Potential – it is estimated that most people have 30% more potential than they currently bring to work. It is locked away because you have not created an environment where employees are motivated to share that potential. If you want an “innovative company” this means cultivating this type of environment and empowering employees to use their initiative. Initiatives and creativity may occur to people but can they be expressed without fear of ridicule and explored thoroughly? High Emotional Intelligence drives initiative, innovation and creativity.
Lost Customers, Lower Market Share and Lower Referral Rates – the business model developed for the first internet bank in the UK introducing customer relationship management produced a number of thought provoking statistics. It is 16 times harder to win back a dissatisfied customer than it is to find a new one. You may not have the market share that your product or service warrants due to the quality of service surrounding your sales and maintenance of your product. To convert a satisfied customer to an advocate of your organisation requires excellent products and superb service. Advocacy will bring you five new customers at a very low cost of acquisition. High Emotional Intelligence in customer service leads to sustainable and profitable relationships with customers in your supply chain and in team processes within your company.
Costs Associated with Stress-Related Illness – there is a strong link between body and mind in terms of health. Low levels of Emotional Intelligence can be related to living a more stressful lifestyle than is beneficial for good health. Group dynamics can be such that the combined Emotional Intelligence of the group is lower than the individuals within it. Most businesses rely on good teamwork for effectiveness of operations therefore a higher level will bring enhanced teamwork and reduced stress.
Do your organisation’s leaders need leadership development training?
Could we support you to improve levels of Emotional Intelligence in leaders and achieve greater productivity within your teams?
For more information on Emotional Intelligence Leadership visit the Mindshare website at Mindshare NI or contact Gerry Moore on 07768 552 773 or via email gerry.moore@mindshareni.com
Authors Bio
Gerry Moore, Managing Director of Mindshare NI Ltd is a certified practitioner in the area of Emotional Intelligence Profiling and an accredited executive coach. Mindshare use proven techniques based on a holistic approach to business challenges. The Mindshare approach is built on an understanding how people manage and behave. Combining this approach with the practice of developing an individual’s emotional intelligence is what differentiates Mindshare from other development consultancies.
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