I was at a meeting the other day and heard the term “Emotional Intelligence” used and watched around the room at the glazed and bemused looks on the faces of those attending………………….so

A brief explanation…………

Emotional intelligence (EQ)

Emotional intelligence theory (EQ - Emotional Quotient)

Emotional Intelligence - EQ - is a relatively recent behavioural model, rising to prominence with Daniel Goleman's 1995 Book called 'Emotional Intelligence'. The early Emotional Intelligence theory was originally developed during the 1970s and 80s by the work and writings of psychologists Howard Gardner (Harvard), Peter Salovey (Yale) and John 'Jack' Mayer (New Hampshire). Emotional Intelligence is increasingly relevant to organizational development and developing people, because the EQ principles provide a new way to understand and assess people's behaviours, management styles, attitudes, interpersonal skills, and potential. Emotional Intelligence is an important consideration in human resources planning, job profiling, recruitment interviewing and selection, management development, customer relations and customer service, and more.

Emotional Intelligence links strongly with concepts of love and spirituality: bringing compassion and humanity to work, and also to 'Multiple Intelligence' theory which illustrates and measures the range of capabilities people possess, and the fact that everybody has a value.

The EQ concept argues that IQ, or conventional intelligence, is too narrow; that there are wider areas of Emotional Intelligence that dictate and enable how successful we are. Success requires more than IQ (Intelligence Quotient), which has tended to be the traditional measure of intelligence, ignoring essential behavioural and character elements. We've all met people who are academically brilliant and yet are socially and inter-personally inept. And we know that despite possessing a high IQ rating, success does not automatically follow.

Different approaches and theoretical models have been developed for Emotional Intelligence. This summary article focuses chiefly on the Goleman interpretation. 

Emotional intelligence - two aspects

This is the essential premise of EQ: to be successful requires the effective awareness, control and management of one's own emotions, and those of other people. EQ embraces two aspects of intelligence:

·         Understanding yourself, your goals, intentions, responses, behaviour and all.

·         Understanding others, and their feelings.

Emotional intelligence - the five domains

Goleman identified the five 'domains' of EQ as:

1.   Knowing your emotions.

2.   Managing your own emotions.

3.   Motivating yourself.

4.   Recognising and understanding other people's emotions.

5.   Managing relationships, i.e., managing the emotions of others.

Emotional Intelligence embraces and draws from numerous other branches of behavioural, emotional and communications theories, such as NLP (Neuro-Linguistic Programming), Transactional Analysis, and empathy. By developing our Emotional Intelligence in these areas and the five EQ domains we can become more productive and successful at what we do, and help others to be more productive and successful too. The process and outcomes of Emotional Intelligence development also contain many elements known to reduce stress for individuals and organizations, by decreasing conflict, improving relationships and understanding, and increasing stability, continuity and harmony.

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Transition - Roller coaster effect

Transition - the Roller Coaster Effect 

Innovation

The 5 stages of innovation

1.   People deny that the innovation is required.

2.   People deny that the innovation is effective.

3.   People deny that the innovation is important.

4.   People deny that the innovation will justify the effort required to adopt it.

5.   People accept and adopt the innovation, enjoy its benefits, attribute it to people other than the innovator, and deny the existence of stages 1 to 4.

It not just about the journey ….nor the detestation……….its about the reason you started the journey.

Action-centred leadership model

John Adair’s action-centred leadership model

The three parts of Adair's Action-Centred Leadership model are commonly represented by three overlapping circles, which is a trademark belonging to John Adair. Adair's famous 'three circles' model is one of the most recognizable and iconic symbols within management theory. When you refer to this diagram for teaching and training purposes please attribute it to John Adair, and help preserve the integrity and origins of this excellent model.

John Adair's action-centred leadership task-team-individual model adapts extremely well (as below) for the demands of modern business management. When using it in your own environment think about the aspects of performance necessary for success in your own situation, and incorporate local relevant factors into the model to create your own interpretation. This will give you a very useful management framework:

Your responsibilities as a manager for achieving the task are:

· identify aims and vision for the group, purpose, and direction - define the activity (the task)

· identify resources, people, processes, systems and tools (inc. financials, communications, IT)

· create the plan to achieve the task - deliverables, measures, timescales, strategy and tactics

· establish responsibilities, objectives, accountabilities and measures, by agreement and delegation

· set standards, quality, time and reporting parameters

· control and maintain activities against parameters

· monitor and maintain overall performance against plan

· report on progress towards the group's aim

· review, re-assess, adjust plan, methods and targets as necessary

Your responsibilities as a manager for the group are:

· establish, agree and communicate standards of performance and behaviour

· establish style, culture, approach of the group - soft skill elements

· monitor and maintain discipline, ethics, integrity and focus on objectives

· anticipate and resolve group conflict, struggles or disagreements

· assess and change as necessary the balance and composition of the group

· develop team-working, cooperation, morale and team-spirit

· develop the collective maturity and capability of the group - progressively increase group freedom and authority

· encourage the team towards objectives and aims - motivate the group and provide a collective sense of purpose

· identify, develop and agree team- and project-leadership roles within group

· enable, facilitate and ensure effective internal and external group communications

· identify and meet group training needs

· give feedback to the group on overall progress; consult with, and seek feedback and input from the group

Your responsibilities as a manager for each individual are:

· understand the team members as individuals - personality, skills, strengths, needs, aims and fears

· assist and support individuals - plans, problems, challenges, highs and lows

· identify and agree appropriate individual responsibilities and objectives

· give recognition and praise to individuals - acknowledge effort and good work

· where appropriate reward individuals with extra responsibility, advancement and status

· identify, develop and utilise each individual's capabilities and strengths

· train and develop individual team members

· develop individual freedom and authority

Decision-making

Simple processes for problem-solving and decision-making

 

Problem solving and decision-making are important skills for business and life. Problem-solving often involves decision-making, and decision-making is especially important for management and leadership. There are processes and techniques to improve decision-making and the quality of decisions. Decision-making is more natural to certain personalities, so these people should focus more on improving the quality of their decisions. People that are less natural decision-makers are often able to make quality assessments, but then need to be more decisive in acting upon the assessments made. Problem-solving and decision-making are closely linked, and each requires creativity in identifying and developing options, for which the brainstorming technique is particularly useful. See also see SWOT analysis templates, and PEST analysis template, which help decision-making and problem-solving. SWOT analysis helps assess the strength of a company, a business proposition or idea; PEST analysis helps to assess the potential and suitability of a market. Good decision-making requires a mixture of skills: creative development and identification of options, clarity of judgement, firmness of decision, and effective implementation. For group problem-solving and decision-making, or when a consensus is required, workshops help, within which you can incorporate these tools and process as appropriate. Here are some useful methods for effective decision-making and problem-solving: First a simple step-by-step process for effective decision-making and problem-solving. 

Decision-making process

Define and clarify the issue - does it warrant action? If so, now? Is the matter urgent, important or both. See the Pareto Principle , which is :

The Pareto Principle (at a simple level) suggests that where two related data sets or groups exist (typically cause and effect, or input and output):

"80 percent of output is produced by 20 percent of input."

or alternatively

"80 percent of outcomes are from 20 percent of causes"

or alternatively

"80 percent of contribution comes from 20 percent of the potential contribution available"

There is no definitive Pareto 'quote' as such - the above are my own simplified interpretations

So back to the process ……..

1.   Gather all the facts and understand their causes.

2.   Think about or brainstorm possible options and solutions.

3.   Consider and compare the pros and cons of each option - consult if necessary - it probably will be.

4.   Select the best option - avoid vagueness or 'foot in both camps' compromise.

5.   Explain your decision to those involved and affected, and follow up to ensure proper and effective implementation.

Decision-making maxims will help to reinforce the above decision-making process whether related to problem-solving or not, for example:

"We know what happens to people who stay in the middle of the road. They get run down." (Aneurin Bevan)

"In any moment of decision the best thing you can do is the right thing, the next best thing is the wrong thing, and the worst thing you can do is nothing." (attributed to Theodore Roosevelt)

 JFDI - Just Frigging Do it (polite version). The decision-maker's motto. There are usually several right answers when you are faced with a complex decision. When you've found the best solution you can find, get on with it, make it work, and it most probably will.

Remember the Star Principal . Stop , Think, Act , Review

Pros and cons decision-making method

Another simple process for decision-making is the pros and cons list.

Pro means 'for', and con means 'against'. In other words, advantages and disadvantages.

This method also applies to all sorts of problem-solving where issues and implications need to be understood and a decision has to be made.

Some decisions are a simple matter of whether to make a change or not, such as moving, taking a new job, or buying something, selling something, replacing something, etc. Other decisions involve number of options, and are concerned more with how to do something, involving a number of choices. Use the brainstorming process to identify and develop options for decision-making and problem-solving.

1.   First you will need a separate sheet for each identified option.

2.   On each sheet write clearly the option concerned, and then beneath it the headings 'pros' and 'cons' (or 'advantages' and disadvantages', or simply 'for' and 'against'). Many decisions simply involve the choice of whether to go ahead or not, to change or not; in these cases you need only one sheet.

3.   Then write down as many effects and implications of the particular option that you (and others if appropriate) can think of, placing each in the relevant column.

4.   If helpful 'weight' each factor, by giving it a score out of three or five points (e.g., 5 being extremely significant, and 1 being of minor significance).

5.   When you have listed all the points you can think of for the option concerned compare the number or total score of the items/effects/factors between the two columns.

6.   This will provide a reflection and indication as to the overall attractiveness and benefit of the option concerned. If you have scored each item you will actually be able to arrive at a total score, being the difference between the pros and cons column totals. The bigger the difference between the total pros and total cons then the more attractive the option is.

7.   If you have a number of options and have complete a pros and cons sheet for each option, compare the attractiveness - points difference between pros and cons - for each option. The biggest positive difference between pros and cons is the most attractive option.

8.   N.B. If you don't like the answer that the decision-making sheet(s) reflect back to you, it means you haven't included all the cons - especially the emotional ones, or you haven't scored the factors consistently, so re-visit the sheet(s) concerned.

You will find that writing things down in this way will help you to see things more clearly, become more objective and detached, which will help you to make clearer decisions.

Pros and cons weighted decision-making template - example

This example weighs the pros and cons of buying a new car to replace an old car.

The weighted pros and cons are purely examples - they are not in any way suggestions of how you should make such a decision. Our decision-making criteria depend on our own personal situations and preferences. And your criteria and weighting will change according to time, situation, and probably your mood too.

Use whatever scoring method you want to. The example shows low scores but you can score each item up to 10, or 20 or 100 - whatever makes sense to you personally. Or you can use an 'A/B/C' or three-star scoring method, whatever works for you.

Should I replace my old car with a new one?
pros (for - advantages)	score	cons (against - disadvantages)	score
better comfort	3	cost outlay will mean making sacrifices	5
lower fuel costs	3	higher insurance	3
lower servicing costs	4	time and hassle to choose and buy it	2
better for family use	3	disposal or sale of old car	2
better reliability	5	big decisions like this scare and upset me	4
it'll be a load off my mind	2
total 6 pros	20	total 5 cons	16

In the above example, on the basis of the pros and cons and the weighting applied, there seems to be  a clear overall (and quantifiable) advantage in the decision to go ahead and buy a new car.

Notice that with this decision-making method it's even possible to include 'intangible' emotional issues in the pros and cons comparison, for example 'it'll be a load off my mind', and 'decisions scare and upset me'.

A decision-making pros and cons list like this helps remove the emotion which blocks clear thinking and decision-making. It enables objectivity and measurement, rather than reacting from instinct, or avoiding the issue altogether. Objective measurement helps in making a confident decision.

The total weighted scores are the main deciding factor rather than the total number of pros and cons, although there is not a scientific 'right' or 'wrong' way to consider the total number of pros and cons compared with the total weighted scores.

If the weighted scores are indicating a decision which makes you feel uncomfortable, then check your weightings, and also check that you've not missed out any factors on either side of the table.

If the decision makes you feel uncomfortable and this is not reflected in the table, then add it as a factor and give it a score.

Seeking feedback or input from a trusted neutral friend can be helpful in confirming your factors and their scores.

And once you have made your decision , get on with it  

Keep Smiling !

The Purpose of BPM

The purpose of business process modelling

A Business Process Model diagram is a tool - a means to an end, not a performance outcome in its own right.

The final output is improvement in the way that the business process works.

The focus of the improvements is on 'value added' actions that make the customer service and experience better, and on reducing wasted time and effort.

There are two main different types of Business Process Models:

• the 'as is' or baseline model (the current situation)
• and the 'to be' model (the intended new situation)

which are used to analyse, test, implement and improve the process.

The aim of modelling is to illustrate a complete process, enabling managers, consultants and staff to improve the flow and streamline the process.

The outcomes of a business process modelling project are essentially:

• value for the customer, and

• reduced costs for the company,

leading to increased profits.

Other secondary consequences arising from successful Business Process Modelling can be increased competitive advantage, market growth, and better staff morale and retention.

There are no absolute rules for the scope or extent of a Business Process Model in terms of departments and activities covered.

Before committing lots of resources to Business Process Modelling proper consideration should be given to the usefulness and focus of the exercise - ask the questions:

• Does the modelling have the potential to produce gains that will justify the time and effort?
• Will the modelling be structured so that people will understand the outputs (not too big and complex as to be self-defeating)?
• Do people understand why we are doing it, and "what's in it for them"?

As with other management tools, there is no point producing a fantastically complex model that no-one can understand or use, just as it is a bit daft to spend hundreds of hours analysing anything which is of relatively minor significance.

Business Process Modelling is a powerful methodology when directed towards operations which can benefit from improvement, and when people involved are on-board and supportive.