LEADINGWITH EMOTIONAL INTELLIGENCE
LeadersWorkshop Learning & Development SLIM Dubai
WHY THISWORKSHOP?
We live in a world with multiple pressures today. The business landscape has significantly changed, becoming much more complex, ambiguous and uncertain.
As a result, leadership has been redefined.
Effective leaders in the 21 st century must possess additional skills and capabilities in comparison to leaders in the past.
And one of those skills requires an understanding about EMOTIONAL INTELLIGENCE.
LEARNING OBJECTIVES
EXPLORE HOW LEADERSHIP HAS CHANGED AND WHAT ARE THE CRITICAL SKILLS & CAPABILITIES OF SUCCESSFUL LEADERS.
LEARN THE CONCEPT OF EMOTIONAL INTELLIGENCE AND HOW IT RELATES TO LEADERSHIP.
IDENTIFY THE EFFECTS OF HIGH EMOTIONAL INTELLIGENCE IN TEAMS AND BUSINESS PERFORMANCE.
WORKSHOP STRUCTURE
ACTIVITY NO. 1
In 4 groups, 15 minutes to prepare, 3 minutes to present.
Groups 1 and 3:
• What are the skills and capabilities of successful senior leaders before 2010?
Groups 2 and 4:
• What are the skills and capabilities of successful senior leaders from 2010 until today and even the future?
EMOTIONAL INTELLIGENCE AND LEADERS
FROM YOUR PRESENTATIONS,
HOW MANY OF THOSE SKILLS AND CAPABILITIES FOUND ARE RELATED TO RELATIONSHIPS WITH OTHERS?
THE ELEPHANT IN THE ROOM…
I’M JUST… NO EMOTIONAL. It’s not in me. Besides, I have been told that we should dismiss our emotions as leaders.
EMOTIONS ARE EVOLUTIONARY RESPONSES…
EMOTIONS ARE EVOLUTIONARY RESPONSES…
CONCERNEDWITH FORMING RELATIONSHIPS…
AND IT TRANSLATES INTO…
DEFINING EMOTIONAL INTELLIGENCE
DEFINING EMOTIONAL INTELLIGENCE
How we handle ourselves, manage ourselves? How we lead ourselves? And How we handle our relationships?
SO, HOW DOYOU MEASURE EI?
SO, HOW DOYOU MEASURE EI?
Recognising emotions on others
Self-management Self-leadership Self-awareness
PRE-WORK ACTIVITY No. 1
Recognising emotions on others.
ASSESSMENT RESULTS:
FRUSTRATED
ASSESSMENT RESULTS:
EXCITED
ASSESSMENT RESULTS:
SAD
ASSESSMENT RESULTS:
PENSATIVE
ASSESSMENT RESULTS:
TIRED
ASSESSMENT RESULTS:
ANNOYED
ASSESSMENT RESULTS:
SCARED
ASSESSMENT RESULTS:
ANXIOUS
ASSESSMENT RESULTS:
SURPRISED
ASSESSMENT RESULTS:
WORRIED
ASSESSMENT RESULTS:
JOYFUL
ASSESSMENT RESULTS:
SHOCKED
ASSESSMENT RESULTS:
PLAYFUL
ASSESSMENT RESULTS:
ANGRY
ASSESSMENT RESULTS:
HAPPY
PRE-WORK ACTIVITY No. 1
WHAT CANYOU LEARN FROM THESE RESULTS AND THIS ACTIVITY?
PRE-WORK ACTIVITY No. 2
THEME 1: SELF AWARENESS
The ability to recognise what you are feeling, to understand your habitual emotional responses to events and to recognise how your emotions affect your behaviour and performance. When you are self-aware, you see yourself as others see you, and
have a good sense of your own abilities and current limitations
THEME 2: MANAGING EMOTIONS
The ability to stay focused and think clearly even when experiencing powerful emotions. Being able to manage your own emotional state is essential for taking responsibility for your actions, and can save you from hasty decisions that you later regret
THEME 3: MOTIVATING SELF
The ability to use your deepest emotions to move and guide you towards your goals. This ability enables you to take the initiative and to persevere in the face of obstacles and setbacks.
THEME 4: EMPATHY
The ability to sense, understand and respond to what other people are feeling. Self-awareness is essential to having empathy with others. If you are not aware of your own emotions, you will not be able to read the emotions of others..
THEME 5: SOCIAL SKILLS
The ability to manage, influence and inspire emotions in others. Being able to handle emotions in relationships and being able to influence and inspire others are essential foundation skills for successful teamwork and leadership.
PRE-WORK ACTIVITY No. 2
ACTIVITY
In pairs, 15 minutes.
Share with a partner which theme did you have as a strength.
Provide some examples from day to day life which illustrate that in fact this is a strong theme in your behaviour.
INCREASING E.I.
1. EMOTIONAL INTELLIGENCE MATTERS = EMOTIONAL LITERACY
2. FIND MOTIVES TO EXPLAINWHYYOU DO THE THINGSYOU DO
3. DEVELOP CHOICE
4. FIND SOURCES OF MEANING
5. MAKE AN EFFORT TO FINDWHAT IS MISSING
6. MANAGEYOUR THOUGHTS
7. NURTURE RELATIONSHIPS
8. VALUE CONSTRUCTIVE CONFLICT
9. RECONCILIATE AND LET GO OF THE PAST
10. REMOVEYOUR ARMOUR
WHEN E.I . GOES WRONG …
MENTI – ACTIVITY
YOUR COMMUNICATION MATTERS
HOWOTHERS FEEL WHENYOU ARE AROUND THEM MATTERS.
WHATYOU SAY ABOUT OTHERS MATTERS.
THE MESSAGES BEHINDYOUR “SENSE OF HUMOR” MATTERS
THE WAYYOU ASSIGNWORK MATTERS
ACTIVITY
In groups of 3,
15 minutes.
Access the Digital Booklet by scanning theQR Code.
Explore the pages assigned to your team.
Team 1: pages 18 – 21 Team 2: pages 22 – 33 Team 3: pages 10 – 17
TEAM 1
TEAM 2
TEAM 3
CONCLUSION
TEAM 3
CORRELATION BETWEEN EI AND BUSINESS RESULTS
Ignite devotion with every service experience
Realize your Full Potential with LQA
Agenda 9 th August 2018
Riffelalp Resort Zermatt
Introducing LQA An overview of our organization and service
1
Shangri-La Pilot Results A summary of your performance
2
How to Improve Our unified approach to quality improvement
3
In Development Our Assessment, Learning and Collective Intelligence initiatives
4
An Unparalleled Global Presence Every year we support clients in 131 countries and 603 destinations
Leading Quality Assurance • Founded in 2000 LQA has 18 years of data and experience
• Global market leader with a focus on upscale/luxury quality assurance assessments
• Complete over 2,600 assessments annually with nearly 25,000 reports in our data base
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An Unparalleled Portfolio of Brands The market leader in quality assurance and benchmarking data to the luxury hospitality industry
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A Unique Approach Our business is built on a foundation of trust and transparency
3 Day/2 Night anonymous assessment Across all aspects of the guest journey
Over 800 service and product standards Assess benchmark, emotional intelligence, and brand specific standards
Post assessment feedback session Personalized consultation with property leadership following the assessment
Real time comprehensive report Quantitative and qualitative analysis delivered in within 10 days of the assessment
Actionable Insights Full range of online actionable insights via www.leadingquality.com
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LQA Emotional Intelligence (EQ) Standards A measure of the emotional connection with your guests
LQA Benchmark EQ Standards Ai
Social
Self
LQA EQ Behavioral Standards
1 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges? 2 Was the employee’s speech clear and use of English adequate to be fully understood? 3 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? 4 Did the employee use the guest's name naturally and discreetly without overusing it? 5 Did the employee display a high level of confidence when carrying out his/her duties? 6 Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required? 8 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? 9 Did an employee personalize the interaction in any way and engage the guest as an individual? 10 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? 11 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? 12 Did employees maintain alert postures and respect the guest's presence when interacting with each other? 13 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? 7 Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?
Self Awareness
Social Awareness
Self Confidence Emotional Self Awareness Accurate Self Assessment
Empathy Organizational Awareness Service Orientation
Self Management
Relationship Management
Self Control Trustworthiness Conscientiousness Adaptability Achievement Drive to Succeed Initiative
Influence Inspirational Leadership Developing Others Influence Building Bonds Teamwork & Collaboration
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Benchmark Standards Address Service and Product Ensure a complete understanding of performance across all aspects of the guest’s experience
LQA Benchmark Standards Composition Ai
Product Standards 20% of LQA Benchmark Standards
Emotional Intelligence (EQ) Standards 25% of LQA Benchmark Standards
Service Standards 55% of LQA Benchmark Standards
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Agenda 9 th August 2018
Armani Hotel Dubai
Introducing LQA An overview of our organization and service
1
Shangri-La Pilot Results A summary of your performance
2
How to Improve Our unified approach to quality improvement
3
In Development Our Assessment, Learning and Collective Intelligence initiatives
4
Brand Benchmark Pilot results rank Shangri-La 13th out of 14 luxury brands
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74
Departmental Analysis Traffic light graphical display showing your scores in green, yellow and red vs competition (blue)
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Departmental Analysis Housekeeping presents opportunities for improvement in all categories with emphasis on Arrival and Turndown
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Departmental Analysis F & B presents opportunities for improvement in all categories with emphasis on Light Meals, Bar and In Room Dining
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Departmental Analysis Product is the strongest area, with particularly good results in rooms and public areas
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Departmental Analysis Spa tracking within 5% of competitive set average
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Highest Performing Departments In relation to the competitive set
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Lowest Performing Departments In relation to the competitive set
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Emotional Intelligence Opportunities in EQ, which accounts for 25% of overall score
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Most Commonly Missed Benchmark Standards Four out of ten most commonly missed standards deal with emotional intelligence
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Assessment Intelligence An easy to understand dashboard with a focus on what clients value most
How was the emotional engagement during the guest journey?
• New feature, highlighting guest journey • Elevating EQ as major driver of guest satisfaction • Spotlighting Star Employees delivering exceptional service
How did the hotel perform by department or performance classification?
• Storytelling through simple narratives • Trend analysis • Improved visualizations • Ability to drill-down to relevant detail
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Assessment Intelligence An easy to understand dashboard with a focus on what clients value most
What is the impact on my score if the hotel successfully met missed standards?
• Score simulator • New, interactive dashboard feature • Powerful tool to motivate teams
What is the trend over time and departments with lowest / highest scores?
• Understand performance over time • Spotlight departments with areas for improvement
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Learning Intelligence LQA is disrupting traditional learning models
Learning through: • Brain Science - how people learn • Behavioral Science – how people behave • Social Science – how people interact
Brain Science
Li
Behavioral Science
Social Science
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ACTIVITY
In groups,
1. Identify 2 actions that you can focus on to increase the leadership
team EI in your property. (Use the SMART Model).
Individually,
2. Identify 1 personal action that you can focus on to increase your own EI as a leader.
WHY THISWORKSHOP?
We live in a world with multiple pressures today. The business landscape has significantly changed, becoming much more complex, ambiguous and uncertain.
As a result, leadership has been redefined.
Effective leaders in the 21 st century must possess additional skills and capabilities in comparison to leaders in the past.
And one of those skills requires an understanding about EMOTIONAL INTELLIGENCE.
LEARNING OBJECTIVES
EXPLORE HOW LEADERSHIP HAS CHANGED AND WHAT ARE THE CRITICAL SKILLS & CAPABILITIES OF SUCCESSFUL LEADERS.
LEARN THE CONCEPT OF EMOTIONAL INTELLIGENCE AND HOW IT RELATES TO LEADERSHIP.
IDENTIFY THE EFFECTS OF HIGH EMOTIONAL INTELLIGENCE IN TEAMS AND BUSINESS PERFORMANCE.
LEADINGWITH EMOTIONAL INTELLIGENCE
LeadersWorkshop Learning & Development SLIM Dubai
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