Friday
May172013

1. The EI Institute: What we believe

Emotions are at the core of emotional intelligence and the positive and negative influence they have on us at work impacts on everyone in an organisation.

We believe that emotions are important in the workplace:

  • Emotions drive behaviour in the workplace. Plans and change initiatives that do not account for the needs, concerns and emotional drivers of employees or stakeholders almost always fail. It doesn’t matter how brilliant your plan may be, it's not going anywhere if the people charged with making it happen are disengaged, annoyed or unmotivated. 
  • Emotions play a crucial role in business success.
  • Emotions drive discretionary effort in everything a workforce does, from decision-making, problem solving, creativity, relationship-building, persuasion, influence and collaboration.
  • Emotions fuel gossip, negativity and friction. In emotionally intelligent organisations, this friction is diagnosed, soothed, eased and eventually overcome.

We believe that emotional intelligence impacts on people management:

  • For organisations to change rapidly, employees need to be engaged, inspired and motivated. This cannot be done with facts and figures alone.
  • The root cause of conflict and poor morale within organisations is often the failure of managers to address the emotional needs and drivers of employees.
  • People who misjudge, or fail to recognise, the emotional impact of their actions often leave casualties in their wake without realising it. The emotional consequences are often resentment, bitterness, apathy, and active or passive resistance.
  • Managers who express feelings of pride, appreciation or gratitude to employees in meaningful and sincere ways are more likely to have loyal staff and lower staff turnovers.
  • Customer care works from the inside out. Emotionally intelligent employees manage their own emotions. They stay calm, are caring, and do not easily get upset by rudeness. They calm upset and negative customers, turn problems into opportunities and stop complaints escalating. They quickly recognise and shift emotions in themselves - such as boredom, irritation and frustration - so they can accurately comprehend issues and generate solutions.

We believe that emotional intelligence impacts on a range of practical tasks:

  • While EI starts with understanding the role that emotions play, it ends with practical responses. This includes: recognising, harnessing, predicting, fostering, valuing, soothing, increasing, decreasing, managing, shifting, influencing or turning around emotions ... And integrating accurate emotional information into decision-making, reasoning, problem solving, creativity, selling, collaboration and innovation.