ECI - Emotional Competency Inventory

Transcription

1 TM ECI - Emotional Competency Inventory A Primer on Emotional Intelligence John Mitchell - KM Advisors ACC Chicago October 19, 2010

2 Hay & Emotional Intelligence Background: Competency Methodology McClelland, Boyatzis, Spencer and Spencer David McClelland s 1973 landmark article Testing for Competence Rather Than Intelligence Criterion Groups Outstanding vs. Typical on a performance measure Behavioral Differentiators What did the outstanding do, think, say, and feel that contributed to their success? Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 2

3 Emotional Intelligence Defined The capacity for recognizing our own feelings and those of others, for motivating ourselves, for managing emotions well in ourselves and in our relationships. Daniel Goleman Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 3

4 The Conceptual Model Self Others Awareness Social Awareness Actions Self- Awareness Self- Management Relationship Management Positive impact on others Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 4

5 The Impact of Self-Awareness on Self-Management With Self-Awareness, a person has a chance of demonstrating Self-Management. Self- Awareness Yes No Self-Management Yes 49% 4% No 51% 96% N = 427, p <.001 (Burckle and Boyatzis, 1999) Without Self-Awareness, a person has virtually no chance of demonstrating Self- Management. Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 5

6 The Impact of Self-Awareness on Social Awareness With Self-Awareness, a person has a 38% chance of having Social Awareness. Self- Awareness Yes No Social Awareness Yes 38% 17% No 62% 83% N = 427, p <.001 (Burckle and Boyatzis, 1999) Without Self-Awareness, a person has an 83% chance of lacking Social Awareness. Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 6

7 Self-Awareness The essence of Self-Awareness is seeing yourself as others see you. Research shows that people with high Accurate Self-Assessment (ASA) have smaller gaps between self and others views than people who score low on ASA* (Burckle & Boyatzis, 1999). * N=214, t-values range from 2.27 to 6.46, p< feedback is critical for obtaining objective insights. Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 7

8 The Competency Framework Emotional Self-Awareness Accurate Self-Assessment Self-Confidence Social Awareness Empathy Organizational Awareness Service Orientation Self- Awareness Self- Management Emotional Self-Control Transparency Adaptability Achievement Initiative Optimism Relationship Management Developing Others Inspirational Leadership Influence Change Catalyst Conflict Management Teamwork & Collaboration Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 8

9 What Is a Competency? Any measurable characteristic of a person that differentiates level of performance in a given job, role, organization, or culture Skills Knowledge Necessary for top performance but not sufficient Social Role, Values Self-Image Trait Motive Characteristics that lead to longer-term success Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 9

10 About Competencies Competencies consist of behaviors that are developmentally scaled For each competency, there is a target level of behavior that, when met or exceeded, positively impacts performance Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 10

11 Scaled Competencies Degree of Sophistication Influence 4. Develops behind the scenes support 3. Uses indirect influence Anticipates impact of actions or words 1. Engages audience Competency levels increase by degree of difficulty. Target Level Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 11

12 Target Levels # of People Who Have It Typical Performers Outstanding Performers Baseline Level Target Level Below Average Levels Challenging Level Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 12

13 There Are Many Ways to Success One size does not fit all. often various combinations of competencies lead to success. David McClelland, Where Do We Stand on Assessing Competencies, 1994 One competency may compensate for another. Certain combinations of competencies may contribute to outstanding performance. Some competencies are more critical than others. Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 13

14 I. Self-Awareness The Core of Emotional Intelligence Emotional Self-Awareness: recognizing how our emotions affect our performance Accurate Self-Assessment: knowing one s own inner resources, abilities, and limits Self-Confidence: a strong sense of one s selfworth and capabilities Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 14

15 I. Self-Awareness Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 15

16 II. Self-Management Self-Regulation Emotional Self-Control: keeping disruptive emotions and impulses in check Transparency: maintaining integrity, acting congruently with one s values Adaptability: flexibility in handling change Motivation Achievement: striving to improve or meeting a standard of excellence Initiative: readiness to act on opportunities Optimism: persistence in pursuing goals despite obstacles and setbacks Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 16

17 III. Social Awareness Empathy: sensing others feelings and perspectives, and taking an active interest in their concerns Organizational Awareness: reading a group s emotional currents and power relationships Service Orientation: anticipating, recognizing, and meeting customers or clients needs Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 17

18 IV. Relationship Management Leading Others Developing Others: sensing others development needs and bolstering their abilities Inspirational Leadership: inspiring and guiding individuals and groups Change Catalyst: initiating or managing change Working with Others Influence: having impact on others Conflict Management: negotiating and resolving conflict Teamwork and Collaboration: working with others toward a shared goal Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 18

19 Emotional Intelligence Competency Model Self Awareness Emotional Self-Awareness 4. Has emotional insight 3. Understands implications of own emotions 2. Aware of triggers 1. Aware of own feelings Accurate Self-Assessment 4. Solicits honest critiques 3. Has a sense of humor about oneself 2. Open to feedback 1. Aware of own strengths and limits Self-Confidence 4. Has presence 3. Is self assured 2. Believes in oneself 1. Is confident in job capability Self-Management Emotional Self-Control 4. Stays composed and positive 3. Responds calmly 2. Has patience 1. Shows restraint Transparency 4. Acts on values 3. Publicly admits to mistakes 2. Brings up ethical concerns 1. Keeps promises Adaptability 4. Adapts or changes strategy 3. Handles unexpected demands 2. Adapts to situations 1. Open to new ideas Achievement 4. Takes calculated risks 3. Anticipates obstacles 2. Sets challenging goals 1. Improves performance Target Level Initiative 4. Initiates actions for the future 3. Makes extra efforts 2. Seeks information 1. Addresses current opportunities Optimism 4. Learns from setbacks 3. Is resilient 2. Is optimistic about the future 1. Has positive expectations Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 19

20 Emotional Intelligence Competency Model Social Awareness Empathy 4. Sees others perspectives 3. Open to diversity 2. Reads nonverbal cues 1. Listens Organizational Awareness 4. Understands underlying issues 3. Understands organizational politics 2. Understands climate and culture 1. Understands informal structure Service Orientation 4. Matches customer needs 3. Takes personal responsibility 2. Monitors satisfaction 1. Makes self available Relationship Management Developing Others 4. Acts as a mentor 3. Gives constructive feedback 2. Provides support 1. Recognizes strengths Inspirational Leadership 4. Communicates a compelling vision 3. Inspires others 2. Stimulates enthusiasm 1. Leads by example Change Catalyst 4. Champions change 3. Personally leads change 2. Acts to support change 1. Defines general need for change Influence 4. Develops behind the scenes support 3. Uses indirect influence 2. Anticipates impact of actions or words 1. Engages audience Target Level Conflict Management 4. Orchestrates win-win solutions 3. Addresses conflict 2. Maintains objectivity 1. Airs disagreements Teamwork and Collaboration 4. Builds bonds 3. Encourages others 2. Solicits input 1. Cooperates Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 20

21 Competency Examples Checklist To understand what the EI competencies mean, it is important to think of them in terms of their behaviors. To help you do this, generate examples of what the target-level behavior for each competency might look like when demonstrated on the job. 1. Working in groups, you will be assigned three to four competencies from one of the following pages. 2. Create examples for each competency assigned. 3. Share your examples with the large group. On your own, consider completing this exercise by coming up with examples of the remaining competencies. Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 21

22 Self-Awareness Competencies Emotional Self-Awareness Definition of the competency: recognizing how our emotions affect our performance Definition in your own words: Emotional Self-Awareness behaviors: Target Level 4. Has emotional insight: understands why emotions are aroused by certain stimuli 3. Understands implications of own emotions: understands how own emotions affect situations 2. Aware of triggers: identifies situations that arouse strong feelings 1. Aware of own feelings: recognizes own emotions when they are felt Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 22

23 Self-Awareness Competencies Accurate Self-Assessment Definition of the competency: knowing one s own inner resources, abilities and limits Definition in your own words: Accurate Self-Assessment behaviors: Target Level 4. Solicits honest critiques: actively solicits feedback about oneself for development and learning purposes 3. Has a sense of humor about oneself: gracefully acknowledges own shortcomings 2. Open to feedback: views feedback as constructive and is not defensive upon receiving it 1. Aware of own strengths and limits: understands and is aware of own strengths and areas for development Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 23

24 Self-Awareness Competencies Self-Confidence Definition of the competency: a strong sense of one s self-worth and capabilities Definition in your own words: Self-Confidence behaviors: Target Level 4. Has presence: is readily able to get the attention of others 3. Is self assured: sees self as an expert, someone who makes things happen 2. Believes in oneself: makes decisions independently even when others disagree 1. Is confident in job capability: works without needing direction Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 24

25 Self-Management Competencies Emotional Self-Control Definition of the competency: keeping disruptive emotions and impulses in check Definition in your own words: Emotional Self-Control behaviors: Target Level 4. Stays composed and positive: maintains composure and self-confidence in a tough or challenging situation 3. Responds calmly: responds calmly to others even when under pressure 2. Has patience: remains patient despite frustrations or provocations 1. Shows restraint: restrains strong emotions Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 25

26 Self-Management Competencies Transparency Definition of the competency: maintaining integrity, acting congruently with one s values Definition in your own words: Transparency behaviors: Target Level 4. Acts on values: acts on values even when it is not easy to do so 3. Publicly admits to mistakes: openly and undefensively admits to own mistakes 2. Brings up ethical concerns:identifies and highlights ethical issues 1. Keeps promises: follows through on personal contracts and agreements Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 26

27 Self-Management Competencies Adaptability Definition of the competency: flexibility in handling change Definition in your own words: Adaptability behaviors: Target Level 4. Adapts or changes strategy: changes overall plans or goals to address changes in circumstances 3. Handles unexpected demands: adeptly responds to or incorporates unexpected demands 2. Adapts to situations: readily alters procedures or approach as a given situation deems necessary 1. Open to new ideas: demonstrates willingness to change ideas or perceptions based on new information Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 27

28 Self-Management Competencies Achievement Definition of the competency: striving to improve or meeting a standard of excellence Definition in your own words: Achievement behaviors: Target Level 4. Takes calculated risks: tries new things after determining potential risks or likely return on investment 3. Anticipates obstacles: identifies and prepares for obstacles which need addressing in order to achieve a goal 2. Sets challenging goals: sets and works toward a goal which is a definite stretch but not unrealistic 1. Improves performance: makes changes in how work is done to improve performance Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 28

29 Self-Management Competencies Initiative Definition of the competency: readiness to act on opportunities Definition in your own words: Initiative behaviors: Target Level 4. Initiates actions for the future: plans now for future needs or potential obstacles 3. Makes extra efforts: goes beyond normal expectations to solve a problem or address a need 2. Seeks information: proactively seeks information to understand a problem or identify an opportunity 1. Addresses current opportunities: recognizes and reacts to present opportunities and/or obstacles Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 29

30 Self-Management Competencies Optimism Definition of the competency: persistence in pursuing goals despite obstacles and setbacks Definition in your own words: Optimism behaviors: Target Level 4. Learns from setbacks: analyzes setbacks to learn from them 3. Is resilient: is able to bounce back from setbacks 2. Is optimistic about the future: demonstrates confidence and a sense of control over the future 1. Has positive expectations: expects positive results from self and others Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 30

31 Social Awareness Competencies Empathy Definition of the competency: sensing others feelings and perspectives, and taking and active interest in their concerns Definition in your own words: Empathy behaviors: Target Level 4. Sees others perspectives: understands the underlying reasons for a person s behavior or responses 3. Open to diversity: displays sensitivity and openness to people different from oneself 2. Reads nonverbal cues: is able to read body language and other nonverbal cues to better understand the emotion of others 1. Listens: actively listens to others Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 31

32 Social Awareness Competencies Organizational Awareness Definition of the competency: reading a group s emotional currents and power relationships Definition in your own words: Organizational Awareness behaviors: Target Level 4. Understands underlying issues: recognizes the reasons for ongoing organizational behavior 3. Understands organizational politics: recognizes power and political relationships within the organization with a clear sense of organizational impact 2. Understands climate and culture: recognizes unspoken organizational practices and norms 1. Understands informal structure: recognizes the informal web of relationships in an organization Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 32

33 Social Awareness Competencies Service Orientation Definition of the competency: anticipating, recognizing, and meeting customers or clients needs Definition in your own words: Service Orientation behaviors: Target Level 4. Matches customer needs: matches customer needs to available (or customized) products or services 3. Takes personal responsibility: takes personal responsibility for correcting customer service problems 2. Monitors satisfaction: follows up with customers to ensure satisfaction 1. Makes self available: focuses on the customer and provides attentive service Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 33

34 Relationship Management Competencies Developing Others Definition of the competency: sensing others development needs and bolstering their abilities Definition in your own words: Developing Others behaviors: Target Level 4. Acts as a mentor: arranges appropriate and helpful assignments, formal training, or other experiences for the purpose of fostering a person s development 3. Gives constructive feedback: gives specific positive or mixed feedback for developmental purposes 2. Provides support: gives directions or demonstrations as a training strategy 1. Recognizes strengths: identifies strengths of others, particularly those whose strengths are not obvious to others Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 34

35 Relationship Management Competencies Inspirational Leadership Definition of the competency: inspiring and guiding individuals and groups Definition in your own words: Inspirational Leadership behaviors: Target Level 4. Communicates a compelling vision: generates excitement, enthusiasm, and commitment to the group mission 3. Inspires others: takes action to ensure that others buy into their mission, goals, or agenda 2. Stimulates enthusiasm: acts to build team spirit in order to promote the effectiveness of the group 1. Leads by example: sets a good example by modeling desired behavior Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 35

36 Relationship Management Competencies Change Catalyst Definition of the competency: initiating or managing change Definition in your own words: Change Catalyst behaviors: Target Level 4. Champions change: consistently and clearly delivers message of change 3. Personally leads change: creates a momentum for change and sustains it 2. Acts to support change: aligns own actions with organizational change efforts 1. Defines general need for change: recognizes and articulates the need for change Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 36

37 Relationship Management Competencies Influence Definition of the competency: having impact on others Definition in your own words: Influence behaviors: Target Level 4. Develops behind the scenes support: planfully influences key individuals to build support for an idea of initiative 3. Uses indirect influence: uses chains of indirect influence (e.g., get A to show B so B will tell C ) 2. Anticipates impact of actions or words: plans actions and words to have a specific effect on others 1. Engages audience: is readily able to keep the attention of others Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 37

38 Relationship Management Competencies Conflict Management Definition of the competency: negotiating and resolving conflict Definition in your own words: Conflict Management behaviors: Target Level 4. Orchestrates win-win solutions: finds solutions that all parties in a conflict can endorse 3. Addresses conflict: demonstrates commitment to addressing and resolving conflict 2. Maintains objectivity: focuses on issues rather than the people 1. Airs disagreements: openly address conflict Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 38

39 Relationship Management Competencies Teamwork and Collaboration Definition of the competency: working with others towards a shared goal, creating group synergy in pursuing collective goals Definition in your own words: Teamwork and Collaboration behaviors: Target Level 4. Builds bonds: develops relationships based on trust and mutuality of benefits 3. Encourages others: encourages and empowers others, making them feel strong and important 2. Solicits input: asks for others input and expertise 1. Cooperates: supports team decisions, is a good team player, does his or her share of the work Real-life example: Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 39

40 ECI: EI Competence Model Self- Awareness Self- Management Social Awareness Relationship Management Self-Awareness Emotional Self-Awareness Accurate Self-Assessment Self-Confidence Self-Management Emotional Self-Control Transparency Adaptability Achievement Initiative Optimism Social Awareness Empathy Organizational Awareness Service Orientation Relationship Management Developing Others Inspirational Leadership Change Catalyst Influence Conflict Management Teamwork & Collaboration Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 40

41 Model for Self-Directed Change Current State Tension Ideal State Goal Implementation Plan Support Evaluation Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 41

42 Model for Self-Directed Change Understanding the Gap between Actual and Ideal What are this person s aspirations and goals? Do they have an accurate image of their strengths and needs? Do they see themselves as others see them? Until a person understands what others say about him, he cannot internalize this information. Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 42

43 Choose One or Two Areas for Change To change means to hard-wire new behaviors this activity is like building muscle It is easiest to be successful when you focus on one or two things practice developing these muscles for at least six months Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 43

44 Develop a Change Plan The plan must be something the person is passionate about Specific goals will spell out the expected outcomes will require support who will provide that? Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 44

45 Good News! You can develop Emotional Intelligence! Rewire your responses to feelings. Change how you think about this. Alter your behavior. Emotions Thoughts Behavior Performance Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 45

46 To Learn More Contact: John E. Mitchell Copyright Hay Acquisition Company I, Inc. All rights reserved HAYG-generic 46