EI: Emotional intelligence in the workplace
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Do emotions matter at work? Don't they just cloud the issues?
We have talked generally about whether emotions matter or not and I think most would agree that outside the workplace they are relevant. But what about emotions at work? What role do emotions have in the workplace? Or even, do emotions have a place at work at all?Many people have been conditioned to believe that people should leave their emotions at the door as they enter work. Some have even undergone rigorous training to learn how to factor all emotions out of their decision making. This is because most of us have been brought up on a diet of IQ tests, rational logic, linguistic skills, spatial perceptual tasks, and the like. CEOs, executives, managers and staff have all been grilled in technical skills often without much, if any, attention being paid to emotional skills, as if emotional skills do not influence work outcomes. Yet they do. It's not that technical and cognitive skills are not important, of course they are. I don't want to go to an emotionally intelligent dentist who has no technical skills, do you? And I don't expect a Chief Financial Officer (CFO) to work without financial competence. Nor would I employ a personal assistant who didn't have good computer skills. It's just that this isn't the whole story. Emotional skills are also important to dentists, CFOs, receptionists, and all others in the workplace. Would you want to go to a dentist who lacks compassion and care? Would you want to go to a dentist who does nothing to help you relax? Would you want to return to a dentist who leaves you feeling ripped off? It's unlikely. All these aspects of dental treatment involve emotions and different levels of emotional intelligence. As for the CFO - imagine if he intimidates people in meetings? If his staff feel unappreciated? If his stakeholders don't trust him? Will this affect his results? Yes. These aspects are to do with emotions and his levels of emotional intelligence. And what about a receptionist who gets upset and angry every time a client or customer complains or is rude, how productive would she or he be on a client help desk? |
How do emotions affect productivity at work?If you ask supervisors, managers and executives "What are the hardest problems you have to deal with at work?", many will answer "The people issues". Why is this? Because people problems involve emotions.
Where there are people at work, there are emotions that need to be managed, and managed intelligently.
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What value are emotions in the workplace? with Emotional intelligence coach Rachel Green. |
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Which emotions matter at work?
How we feel at work influences what we do, how we think, and even what we remember.If people feel:
... at work, they may do their jobs well, have high levels of engagement, and work diligently to achieve the corporate vision. These are all emotions. Why would you want such feelings to be left at the door? Surely it is important to be able to foster such emotions in an organisation and team? Similarly, if members of staff had angry customers on the phone and they felt calm, concerned and unruffled, it would be an advantage, wouldn't it? Calm, concerned and unruffled all represent emotions. In contrast people may not be as productive, co-operative or engaged if they feel:
The important point is that emotions influence productivity and focus at work.
They influence not only your behaviour at work, but also the behaviour of all staff, managers and executives; all clients, customers and stakeholders; all suppliers, shareholders ... and indeed everyone with whom you come into contact.
There is clear evidence that emotions can influence us all in a positive or negative way at work. Hence our need to become emotionally intelligent.
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When else do emotions matter at work?
Here is another work example for you.
Let's say at work you want to develop a value of openness amongst staff and that you had a corporate value around trust and honesty. Do you think you can establish such values easily in the workforce without also taking into account the emotional environment in which your staff work? People have certainly tried to do this but failed. Imagine trying to promote openness amongst staff when they feel insecure, threatened or undermined. It would be difficult, wouldn't it? Are you more likely to develop a sense of openness when staff feel validated, valued, respected, significant, heard and appreciated? Yes, of course.
Emotions can make a big difference to your achieving your values, your goals and your strategic direction.How do emotions affect team-work?When people work in teams there are many possibilities for conflict and misunderstandings to arise. These can be fuelled by emotions and produce emotions. Imagine if a team member feels hurt and put-down by another team member. What may happen is that she doesn't feel courageous enough to speak up about it because she knows she'll be ridiculed by her manager. What might happen as a consequence? There are many possibilities, few of which are beneficial at work. For example, the emotions may lead to destructive behaviours, such as:
Emotions are important at work, whether we like it or not.
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What is the emotional climate in your organisation?Am I exaggerating when I say someone could be ridiculed at work for their emotions? No, I am not. Only a few weeks ago an employee told me she had gone to her manager about serious difficulties at work, not of her making, and was told, "There is no point in having those emotions". Other unhelpful comments heard in the workplace may include:
None of these foster a constructive emotional climate in the workplace. They are not emotionally intelligent.
Emotions also make the difference between:
We will look more closely at these aspects in later sections, such as section on "Research on emotional intelligence". Emotions do matter at work. They can impair or improve people's productivity. What are you doing to cultivate the ones most needed in your organisation? |
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Updated 13-Oct-2011