Monthly Archives: July 2012

The Impact of EI (Emotional Intelligence) On An Organization

When we think of intelligence, we typically think of intellectual capacity or IQ. Studies throughout the twentieth century have shown that multiple intelligences exist in human beings. Psychologists have grouped them mainly into three categories:

  1. Abstract Intelligence: The ability to understand and manipulate with mathematical signals.
  2. Concrete Intelligence: The ability to understand and manipulate with objects.
  3. Social Intelligence: The ability to understand and relate to people.

Emotional Intelligence (EI) has its roots in the concept of social intelligence. First identified by El Thorndike in 1920. According to Daniel Goleman, EI is the ability to use our awareness of our emotions to manage behavior and relationships.

Emotional Intelligence involves the ability to monitor ones own emotions, and the beliefs and emotions of others.

  1. Self Awareness: The ability to recognize and understand your moods, emotions and drives as well as their effect on others.
  2. Self Management: The ability to control or redirect disruptive impulses and moods. A propensity to suspend judgment – to think before acting.
  3. Social Awareness: The ability to find common ground and build rapport.
  4. Relationship Management: The ability to understand the emotional make up of other people

The best leaders use EI to create a reservoir of positivity that inspires passion and motivates people to perform at their best. The leader is the individual who creates the conditions that directly determines people’s ability to perform well.

 

 

Dianne Durkin is president and founder of Loyalty Factor, a specialized consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations and many smaller businesses. Dianne’s proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization’s profits, productivity and people.  www.loyaltyfactor.com

 

Info Exchange – Learning Charisma

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

Our information exchange this week highlights the June 2012 Harvard Business Review article, “Learning Charisma by John Antonakis, Marika Fenley, and Sue Liechti.

Learning Charimsa

 

Charisma is rooted in values and feelings. According to Aristotle charisma is born in what he called “pathos.” What is meant by this is to persuade others, you must use powerful and reasoned rhetoric, establish personal and moral credibility, and then rouse followers’ emotions and passions.

 

Several large-scale studies have shown that charisma can be an invaluable asset in any work context. The most effective leaders lay charismatic leadership on top of transactional and instrumental leadership to achieve their goals.

 

Below are a few charismatic leadership tactics that have helped leaders improve their leadership ratings by about 60%:

 

1. Connect, Compare and Contrast

Charismatic speakers help listeners understand, relate to, and remember a message. A powerful way to do this is by using metaphors, similes, and analogies.

 

2. Engage and Distill

Rhetorical questions as used by charismatic leaders to encourage engagement.

 

3. Three-part lists

Three-part lists are another old trick of effective persuasion because they distill any message into key takeaways. Why three? Because most people can remember three things; three is sufficient to provide proof of a pattern, and three gives an impression of completeness.

 

4. Setting high goals

Goals demonstrate passion and inspire it in your followers.

 

5. Convey confidence that the goals can be achieved

Passion cannot emerge unless the leader truly believes the vision and strategic goal can be reached.

 

The goal isn’t to employ all the tactics in every conversation but to use a balanced combination. If you think you can’t improve because you’re not naturally charismatic, you’re wrong. Charismatic leadership tactics can make you more charismatic in the eyes of your followers, and that will invariably make you a more effective leader.

 

To learn more about the steps you can take to become a more effective leader, call Loyalty Factor at 603-334-3401.

 

 

Leadership Action Plan for Improvements

Based upon what we have been talking about lately with Authentic Leadership, The Five Practices of Exemplary Leadership, Leadership Styles, Formulating & Executing a Vision and Building Trust, let’s take some time to reflect and make a plan.

 
Self reflection and continuous improvement is extremely important to becoming an effective leader. Great leaders are always continuing to grow and learn new things.

 

Writing down your goals makes you feel more accountable and empowered to achieve change.

 

Create YOUR Action Plan today!

 

My strengths and areas for development:

 

                  Strengths                                             Areas for Development

___________________________               _______________________________

___________________________               _______________________________

___________________________               _______________________________

___________________________               _______________________________

 

Based upon what I learned recently, what I am going to do differently starting immediately:

 

_____________________________________________________________________

 

 

Maybe your strengths include things like:

  • I can create innovative solutions to business problems
  • I work effectively with team members,

 

While your areas for development are:

  • I want to learn more about “XYZ” program
  • I need more confidence in public speaking

 

Whatever they may be, you are starting today with an action plan for change. Start your journey to becoming a Magnetic Leader today!

 

 

Dianne Durkin is president and founder of Loyalty Factor, a specialized consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations and many smaller businesses. Dianne’s proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization’s profits, productivity and people.  www.loyaltyfactor.com

Info Exchange – The Delicate Balancing Act Between Amazement and Engagement

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

Our information exchange this week highlights the book, “The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken.

The Delicate Balancing Act Between Amazement and Engagement

 

Shep Hyken, author of the best-selling titles The Cult of the Customer and The Amazement Revolution, may have a customer service focus to his work and to his message.

 

At the same time the tools he recommends that companies put to use to encourage and involve employees in seeking to improve the customer experience and amaze the customer are pure enterprise engagement.

 

For 16 years Loyalty Factor has been emphasizing:

employee loyalty drives
customer loyalty which drives
brand recognition
,

and this is achieved by engaging employees in the purpose, vision and strategic direction of the organization.

 

In this book Hyken substantiates The Loyalty Factor premise.

 

Hyken introduces a concept of “serious fun.” The ‘F’ in FUN stands for ‘fullfillment’ – making people feel fulfilled in their jobs.

 

The ‘U’ stands for ‘uniqueness,’ and it means making the best possible use of every employee’s unique talents and making sure their job makes use of those talents.

 

And lastly, the ‘N’ stands for ‘next,’ which involves getting employees excited about what’s coming up – the next day, the next project, or the next customer experience goal.

 

To learn more about the steps you can take to create a highly engaged workforce that will deliver customer loyalty and increased profits, call Loyalty Factor at 603-334-3401.