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1、,Emotional Intelligence Workshop 情商研讨会,Welcome 欢迎,Facilities & logistics 设施及后勤服务Review workshop materials 浏览研讨会的所有资料Ground rules 培训过程中的基本原则Phones off 关闭手机Blackberries off 关闭BlackberriesOne discussion at a time 一次讨论一个话题Any others you want to add? 你们觉得还有什么需要补充？Parking lot for questions to be addressed
2、 later on 有些问题可以先放置一边，我们稍后再回答。,Workshop Objectives 研讨会目标,Describe the areas of emotional intelligence from Golemans model.用戈尔曼模型来描述情商领域。Apply emotional intelligence competencies to your work environment. 把情商能力运用到工作中。Leverage your emotional intelligence skills to increase your competence with the com
3、pany Leadership Expectations. 充分利用你的情商技能来提高你在公司期望中的能力。Highlight the unique role emotional intelligence plays in the area of leadership. 突出情商在领导能力中发挥的独特作用。Identify several research findings linking emotional intelligence to organizational effectiveness.一些关于情商与组织有效性之间联系的研究发现。,What are your own objecti
4、ves in attending this workshop?你参加此次研讨会的个人目标是什么？Introductions 介绍:Include your department, position and personal objective(s).包括你的部门，职位和个人目标,Your Objectives? 你的目标？,Activity 活动,Engaged vs. Disengaged投入 与 不投入,Gallup and Emotional Intelligence Is there a connection? 盖洛普和情商是否有联系？,I know what is expected
5、of me at work.我知道对我的工作要求。I have the materials and equipment I need to do my work right.我有做好我的工作所需要的材料和设备。At work, I have the opportunity to do what I do best every day.在工作中，我每天都有机会做我最擅长做的事。In the last seven days, I have received recognition or praise for doing good work.在过去的七天里，我因工作出色而受到表扬。My superv
6、isor, or someone at work, seems to care about me as a person.我觉得我的主管或同事关心我的个人情况。There is someone at work who encourages my development.工作单位有人鼓励我的发展。,Gallup and Emotional Intelligence Is there a connection? 盖洛普和情商是否有联系？,At work, my opinions seem to count.在工作中，我觉得我的意见受到重视。The mission or purpose of my
7、company makes me feel my job is important.公司的使命/目标使我觉得我的工作很重要。My associates or fellow employees are committed to doing quality work.我的同事们致力于高质量的工作。I have a best friend at work.我在工作单位有一个最要好的朋友。In the last six months, someone at work has talked to me about my progress.在过去的六个月内，工作单位有人和我谈及我的进步。This last
8、 year, I have had opportunities at work to learn and grow. 过去一年里，我在工作中有机会学习和成长。,Case StudyWorksheet #1 案例分析工作表一,Ritas StoryRita的故事,Workshop Agenda 研讨会议程安排,What is EQ? 什么是情商？EQ and the Human Brain 情商和人脑Model of EQ 情商模型Self-Awareness 自我意识Self-Management 自我管理Social-Awareness 人际意识Relationship Management
9、 关系管理Leadership and EQ 领导力和情商EQ in Practice 情商实践,What is Emotional Intelligence? 情商是什么？,Your ability to recognize and understand emotions, and your skill at using this awareness to manage yourself and your relationships with others.你发现并理解情感的能力，以及你运用这种意识去管理你自己以及你和其他人关系的技能。,Understanding ones emotions
10、(Self-Awareness)理解自己的情感（自我意识）Managing ones emotions.(Self-Management)管理自己的情感.（自我管理）Understanding emotions of others.(Social Awareness)理解他人的情感.（人际意识）Managing emotions of others. (Relationship Mgmt.)管理他人的情感.（关系管理）,EQ vs.IQ情商 对 智商,Intelligence Quotient智商,EmotionalIntelligence 情商,What is Emotional Intel
11、ligence? 情商是什么？,Emotional Intelligence & the Brain 情商和大脑,Limbic System脑边缘系统,Rational Brain理性大脑,What do I have a tendency to do first? 我倾向先做什么？,What do we tend to do as an organization first?我们作为一个组织，倾向先做什么？,Emotional Intelligence & the Brain 情商和大脑,page 14 of 81,Emotional Intelligence & the Brain 情商和
12、大脑,Limbic System边缘系统,Rational Brain理性大脑,Amygdala 杏仁核,Emotional Intelligence & the Brain 情商和大脑,Emotional Road Map情感路线图,Emotional Intelligence & the Brain 情商和大脑,Activity 活动EmotionalHighjacking 情感劫持,Emotional Intelligence & the Brain 情商和大脑,Questions?问题,page 18 of 81,Emotional Intelligence Model 情商模型,Em
13、otional Intelligence Timeline 情商时间线1978 Self-Science Published 自我科学发表1990 Salovey & Mayer article on Emotional Intelligence 萨洛维伊和迈耶提出情感智能1995 Daniel Golemans Emotional Intelligence 丹尼尔-戈尔曼的情商模型1997 Six Seconds established 创办了6秒钟国际情商研究协会2000 International NexusEQ Conference 国际NexusEQ论坛2006 Google sea
14、rch on “emotional intelligence” yields 2,230,000 hits 谷歌搜索“情商”获得2,230,000 条结果,Daniel Golemans Model 丹尼尔-戈尔曼模型,Emotional Intelligence Model 情商模型,Daniel Golemans Leadership Competencies丹尼尔-戈尔曼的领导能力模型,Emotional Intelligence Model 情商模型,Emotional Intelligence Assessment 情商评估,Activity Color Blind活动 色盲,Rev
15、iewing your assessment results回顾你的测试结果,Emotional Intelligence Assessment 情商测试,Questions?问题,page 24 of 81,Leadership Competencies 领导能力Emotional self-awareness 情感的自我意识Accurate self-assessment 准确的自我评估Self-confidence自信,Developing Self-Awareness 开发自我意识,Developing Self-Awareness 开发自我意识,Activity 活动Life Map
16、 人生旅程,Activity 活动Daily Events and Your Emotions 日常活动和你的情感,Developing Self-Awareness 开发自我意识,Strategies to Increase Self-Awareness提高自我意识的策略Discover your passions.发掘你的热情。Be aware of your physical responses. 注意你的生理反应。Observe yourself.观察自己。Seek constructive feedback from others. 从别人那里寻求建设性反馈意见。Take a sto
17、ck of your strengths and your limitations. 总结你的优势和局限。,Developing Self-Awareness 开发自我意识,Self-Confidence 自信,Where/how does someone increase their self-confidence? 在哪里/如何提高人的自信？,What prohibits people from gaining self-confidence?什么阻碍了人们获得自信？,Developing Self-Awareness 开发自我意识,Activity 活动Increasing Self-C
18、onfidence提高自信,Developing Self-Awareness 开发自我意识,Activity 活动Company Leadership Competency公司领导能力Worksheet #2工作表二,Developing Self-Awareness 开发自我意识,Research shows that 80 percent of lost business is because an attitude of indifference is communicated to customers. 研究表明，80%的业务损失是由于让客户感到公司的态度漠然。,Developing
19、 Self-Awareness 开发自我意识,page 32 of 81,Attitude and Motivation 态度和动机,Activity 活动Attitude and Motivation 态度和动机,Developing Self-Awareness 开发自我意识,Self-Awareness自我意识,Section Wrap-up 阶段总结,Developing Self-Management Skills 开发自我管理技能,Leadership Competencies 领导能力,Achievement 成就导向 Initiative 主动性 Optimism 乐观精神,S
20、elf-control 自控 Transparency 透明度 Adaptability 适应力,Developing Self-Management Skills 开发自我管理技能,In managing emotions people may go to one of two extremes. 在管理情感上，人们可能会走向两个极端: Let their emotions run out of control 让自己的情绪失控 Suppress or deny their emotions 压抑或否认他们的情绪,Plutchik Model The Nature of Emotions普拉
21、特切克模型情感的本质,Developing Self-Management Skills 开发自我管理技能,Strategies to Increase Self-Control 提高自控的策略,Developing Self-Management Skills 开发自我管理技能,Buy Time 争取时间,Create an Uplifting Environment 创造积极向上的环境,Special Activities that Help You Manage Emotions帮助你管理情感的特别活动,Diversify 多样化,Safe Release 安全释放,Move Ahead
22、 继续前进,Mind Your Physical Health注意你的身体健康,Activity 活动Self-Control 自控,Developing Self-Management Skills 开发自我管理技能,Worksheet #3 工作表三,From Self Awareness To Self Control从自我意识到自我控制,Anxiety and Performance 焦虑和表现,Developing Self-Management Skills 开发自我管理技能,Performance,High 高,Anxiety 焦虑,High 高,Low 低,Low 低,表现,A
23、ctivity 活动Anxiety & Performance焦虑和表现,Developing Self-Management Skills 开发自我管理技能,Choosing Emotions Worksheet #4 选择情感工作表四,Changing Moods 换换心情,I am feeling really good today.我今天感觉真的很好。I am very happy. 我很快乐。Things are looking up. 情况正在好转。This is a great day. 今天是个好日子。I am feeling good. 我感觉很好。I feel really
24、 up. 我感到状态极佳。I am bursting with joy. 我充满了喜悦。,Developing Self-Management Skills 开发自我管理技能,Adaptability 适应能力,Optimism 乐观精神,Developing Self-Management Skills 开发自我管理技能,Small Team Discussion 小组讨论,What does optimism look like? 乐观精神是什么样子的？When is it difficult to be optimistic?什么时候保持乐观比较困难？When is important
25、to be optimistic as a leader?作为领导者，什么时候保持乐观很重要？Can you think of a leader (famous person, historical figure, present leader) someone who exemplifies optimism 你能否例举某位领导人 （名人、历史人物、当今领导者）来充分体现乐观精神,Optimism vs. Pessimism 乐观精神 对 悲观精神,Developing Self-Management Skills 开发自我管理技能,Developing Self-Management Sk
26、ills 开发自我管理技能,Activity 活动 Optimism 乐观精神,Developing Self-Management Skills 开发自我管理技能,Strategies to Increase Optimism and Motivation提高乐观精神和动机的策略,Developing Self-Management Skills 开发自我管理技能,Discover your life-purpose 探索你的生活目的,Find meaning in your work 寻找你的工作意义,Increase the value of what you do增加你工作的价值,Re
27、flect on past accomplishments回想过去的成就,Have positive conversations with yourself 和自己积极对话,Keep an open mind保持开放的心态,Be grateful 心存感激,Imagine 想象,Spend time with positive, optimistic people 和积极乐观的人在一起,Dont waste your energy 不要浪费你的精力,Self-Management自我管理,Section Wrap-up 阶段总结,Developing Social-Awareness Skil
28、ls 开发人际意识技能,Leadership Expectations 领导期望 Empathy 同理心 Organizational Awareness 组织意识 Service 服务意识,page 54 of 81,Developing Social-Awareness Skills 开发人际意识技能,To increase your social awareness you can use the following three processes: 要提高你的人际意识，你可以运用以下三种方法： Observe 观察 Listen 倾听 Ask questions for clarifi
29、cations 提问以澄清,Person #1 shares an emotional situation; positive or negative第一人 分享一个情感场景； 积极或消极的Person #2 Is in a conversation with person #1第二人 和第一人对话Person #3 Observes第三人 观察,Developing Social-Awareness Skills 开发人际意识技能,Activity 活动Group Observation 小组观察,Developing Social-Awareness Skills 开发人际意识技能,Emp
30、athy 同理心,Strategies to increase Empathy 提高同理心的策略,Developing Social-Awareness Skills 开发人际意识技能,Put yourself in the speakers shoes 换位思考,Ask clarifying questions 提问以澄清,Listen 倾听,Observe body language 观察肢体语言,Use process comments 使用流程评论,Activity 活动Empathy 同理心(Ritas Story)（Rita的故事）,Developing Social-Awaren
31、ess Skills 发人际意识技能,Activity 活动Empathy 同理心,Developing Social-Awareness Skills 开发人际意识技能,Activity 活动Organizational Awareness组织意识,Developing Social-Awareness Skills 开发人际意识技能,Section Wrap-up 阶段总结,Social Awareness人际意识,Developing Relationship Management Skills 开发关系管理技能,Leadership competencies: 领导能力： Inspir
32、ation 感召力 Influence 影响力 Development 发展力 Change 变革力 Conflict Management 冲突管理 Teamwork 团队合作,Caliper Activity Caliper活动,Divide into 3 Groups 分成三组2 Caliper results (same for all groups) 两个Caliper结果（所有组相同）Group #1 Inspiration & Influence第一组 感召力和影响力Group #2 Change Catalyst & Develop Others第二组 变革催化剂和发展他人Gr
33、oup #3 Conflict Mgmt & Teamwork/Collaboration第三组 冲突管理和团队合作/协作Do an analysis on both Calipers and determine who might be more naturally inclined to exude your assigned competencies分析两个Caliper的结果，并决定在你们之中谁相对更自然地具备所分配到的领导能力。,Activity Worksheet #5 活动工作表五,Short Scenarios Identify the EQ Dimension短场景 识别情商
34、维度,Case Study Bill案例分析 Bill,Activity Worksheet #6 活动工作表六,Activity 活动Leadership Competency领导能力,Developing Relationship Management Skills 开发关系管理技能,Instinctive Communication Styles 本能的沟通风格,Developing Relationship Management Skills 开发关系管理技能,The Passive Style 消极风格“Flight”“逃避”I lose/You win 我输/你赢Safety se
35、eking 谋求安稳Im bad/youre better我不行/你比较好Wants assurance 渴望保障Avoids involvement 避免参与Retaliates secretively 暗中报复,The Aggressive Style 激进风格“Fight” “争斗” I win / You lose 我赢/你输Dominance seeking 谋求支配地位Youre bad/Im better 你不行/我比较好Wants control 渴望控制Thrives on confronting 热衷对抗Fights openly 公开争斗,Activity 活动Timin
36、g is Everything. 时间就是一切。,Developing Relationship Management Skills 开发关系管理技能,Fight 争斗,Flight 逃避,OR 或者,The EQ Style 情商风格“Fly”“飞翔”,I Win / You Win 双赢,Equality Seeking 谋求平等,We both are good我们都好,Wants Collaboration渴望协作,Enjoys teamwork享受团队合作,Cooperates openly 公开合作,Developing Relationship Management Skills
37、 开发关系管理技能,Activity Worksheet #7 活动工作表七,Instinctive Communication Styles本能的沟通风格,Les Miserables悲惨世界,Developing Relationship Management Skills 开发关系管理技能,Problem Solving Style解决问题的风格,Activity Worksheet #8 活动工作表八,Relationship Management关系管理,Section Wrap-up 阶段总结,Leadership and Emotional Intelligence 领导力和情商
38、,What are some of the top reasons employees leave organizations? 什么是员工离开组织的重要原因？Saratoga Study (19,000 exits interviews)萨拉托加研究(19,000例退出访谈) 80 percent of employees leave due to push factors. 80%的员工离职是由于“推动因素”。 85 percent of managers say employees leave due to pull factors. 85%的上级说员工离职是由于“拉动因素”。,Gall
39、up Study of over 1 million employee interviews revealed the most important element in attracting and retaining key employees is the front-line manager.盖洛普研究就超过一百万名的员工访谈发现吸引和留用员工的最重要因素是基层管理人员。Companies arent employers-of-choice, but rather supervisors are the essential factors in retaining talented p
40、eople. 主管，而非公司，才是留用人才的关键因素。,Leadership and Emotional Intelligence 领导力和情商,Additional Research 其他研究 How people feel about working at a company (the climate) accounts for 2030 percent of business performance. 人们对于公司工作的感受（氛围）在业务表现中占20-30%。 5070 percent of how employees feel about their climate can be tr
41、aced back to the actions of one person: the leader. 员工对于他们工作氛围的感受50-70%可以追溯到一个人的行为：领导者。 After a simple 15 minute conversation with someone, your physiological profiles will look very similar. 和某个人进行一次简单的15分钟谈话后，你们的生理情况会非常相似。 The leader has the maximum power to sway the emotions of a group. Everyone
42、watches the boss, even when they are not talking!领导者具有最大的力量去影响团队的情感。每个人都关注老板，即使在他们不说话的时候。,Leadership and Emotional Intelligence 领导力和情商,Emotional Intelligence in Practice 情商实践,“Rule your feelings, lest your feelings rule you. 驾驭你的感受，以免让你的感受驾驭你。” Pubilius Syrus, 1st Century B.C.“Emotions ensure our su
43、rvival by energizing required behaviors and signaling valued information.情感，通过激发必需的行为和显示有价值的信息，确保我们得以生存，。” Darwin, 1877“Emotions are a disorganized response, largely visceral, resulting from the lack of an effective adjustment.情感主要是内心深处的，由于缺乏有效的调整，是一种混乱的反应。”L.F. Schaffer, 1940,Business Case Studies
44、业务案例学习 LOreal 欧莱雅 MetLife （美国）都市人寿保险 American Express 美国运通 Sheraton Studio Company 喜来登工作室公司 Gallup 盖洛普 U.S. Air Force 美国空军 Pepsi Co. 百事公司 Johnson and Johnson 强生公司,Emotional Intelligence in Practice 情商实践,Emotional Intelligence Assessment 情商测试,Keep reviewing your assessment results and Development Planning!经常回顾你的测试结果和发展计划!,Questions?问题？Thank you!谢谢！,
