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Through
Emotional
Intelligence 1
Excellence
Through
Emotional
Intelligence 2
Privilege
MH 3
Excellence ?
“Excellence is an art
won by training and
habituation.
We are what we
repeatedly do.
Excellence, then, is not
an act, but a habit”
Aristotle
MH 4
Habits
Knowledge
(what to, why to)
?
Knowledge
(what to, why to)
Habits
Internalized principles
& patterns of behavior
MH 5
Habits
Knowledge
(what to, why to)
?
Knowledge
(what to, why to)
Desire
Desire
(want to)
(want to)
Habits
Internalized principles
& patterns of behavior
MH 6
Habits
Knowledge
(what to, why to)
?
Knowledge
(what to, why to)
Skills Desire
Desire
(want to)
(how to)
(want to)
Habits
Internalized principles
& patterns of behavior
MH 7
Habits
Knowledge
(what to, why to)
?
Knowledge
(what to, why to)
Habits
Skills Desire
Desire
(how to) (want to)
(want to)
Habits
Internalized principles
& patterns of behavior
MH 8
Excellence
Oper ation al Ex cellence ? is defined
as:
Consistently providing the highest
quality service excellence to our
customers
At the lowest possible cost while
achieving above average returns.
Quality Assurance initiatives are key
elements in support of this goal
Excellence is content less and
therefore its measurement can only
be against certain benchmarks
MH 9
Who Should We Benchmark
With?
• Internal benchmarking
internal benchmarking is likely to
meet with less resistance from
managers
• Benchmarking with competitors
(international benchmarking)
those competitors who are
performing better than us
• Best in the Industry
with Industry leaders who achieved
the best performance
• Cross Industry
MH
some measures could be compared 10
ASK to Develop Excellence
• A ttitude
• S kills
•K
nowledge
MH 11
ASK to Develop Excellence
S kills + K nowledge = C
ompetence
Excellenc
e
+
A ttitude
P erformance
MH 12
What is an
Emotions ?
• Unconscious impulses
• Conscious decisions
• Social constructs between people
• Ways of acting and talking
• Mental states that result when
bodily responses are sensed by
the brain
• Feelings & Thoughts about
situations people find themselves
in
• Bodily responses that have
MH 13
evolved as part of our struggle to
Primary Emotions
MH 14
Emotions
Connection Something happens
s
The application of a
positive attitude,
respect, and
healthy patterns of
behavior towards
self and others
MH 16
E Q Emotional
Intelligence
Self
Awareness
Self Self
Motivation
Regulation
EQ
Social
Empathy
Skills
MH 17
EQ Emotional
Intelligence
IQ
Established by
mid-teens
Can’t increase
MH 24
Essence of EQ –
Summary
Working with EI - Goleman
Competencies that most
often lead to success:
• Initiative, achievement and
adaptability
• Influence, team leadership and
awareness
• Empathy, self-confidence and
developing others
MH 25
Excellence
Through
Emotional
Intelligence 26