Welcome
Kay Jay Anwer
Ph.D (Scholar)
Director Enterprise Development (Preston University - Islamabad)
Assistant Professor (Management Sciences - Department)
Resource Person (Several Organizations)
More than 20 years of experience in local and multinational companies
Training, Sales and Marketing
Kay Jay Anwer
International exposure. Trainings abroad..
Major Certificate courses and Trainings
S. No.
TOPICS
Presenters Name
Country
Duration
Year
Negotiation Skills Management
Mr. Berry Stainthorp
Turkey
7 Day
2009
Brand Management Skills
Mr. Mike M. Dostdar
Malaysia
5 Days
2009
Performance Management
Mr. Andre Kutey
Turkey
5 Days
2008
Leadership Styles and Roles
Mr. Ken Balenger
Jordan
4 Days
2008
Advanced Selling Skills Course
Mr. Bruce Walker
Cyprus
10 Days
1995
Presentation Skills & Meeting Management
Mr. Richard Hawker
Kenya
7 Days
1997
Leadership Training Program
Mr. Ken Belanger
Dubai
3 Days
2004
IDP, Training Program
Mr. Waki Durrani
Sri Lanka
5 Days
1993
Sales Effectiveness System
Mr. Zeeshan Rab
Egypt
3 Days
2002
10
Leadership Training Program
Mr. Ken Belanger
Abu Dhabi
3 Days
2003
Kay Jay Anwer
Trainings in Pakistan...
Major Certificate courses and Trainings
S.no.
TOPICS
Presenters Name
Country
Duration
Year
11
Key Accounts Management
Mr. Wali Muhammad
Karachi
3 Days
2010
12
The Manager as an Actor
Mr. Graham Watts
Lahore
4 days
1999
13
The office as a Stage (The British Council)
Mr. Robert Snell
Lahore
4 days
1999
14
Human Resource Management
Lahore
2 Days
2001
15
Conflict Resolution & Trust Building Skills
Karachi
3 Days
1994
16
Motivational Skills Development workshop
Faisalabad
2 Days
2003
17
Sales Training Workshop
Dr. Navaid Ali
Greenstar
Bhurban
13 days
2006
18
Selling Skills Course
Mr. A.R.Puri
Skill city
Karachi
5 Days
2007
19
Strategic Decision Making
Dr. Habib Aslam
Faisalabad
3 days
2001
Mr. Naseem Zafar
CMD
Mr. Kamran Rizvi
KZR
Mr. Shafqat Jilani
HoC
MEET
Kay Jay Anwer
Emotions
Emotions//Moods
Moods
Types
Types//Stages
Stages//Functions
Functions
Emotional
EmotionalIntelligence
Intelligence
Competencies
Competencies//Skills
Skills
Aristotles
AristotlesEPL
EPL&&Johari
JohariWidow
Widow
Kay Jay Anwer
Your Good Name Please;
Qualification:_________________________________
Your Experience:______________________________
Objective in life:_______________________________
Kay Jay Anwer
A
Age between
18-22
Guess the
Age
B
Age between
60-80
A
Age between
18-22
Guess the
Age
B
Age between
60-80
_________________________________
_________________________________
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EMOTIONS AND MOODS!
10
Examples of some of the emotions:
She is too sensitive.
He is always nagging others.
He is jealous of his colleagues.
Nobody understands/listens to me.
He takes everything too personally.
My boss is always in a hostile mood.
Why does it happen with me only in life.
She does not understand the feelings of others.
Emotions and their Blends:
Anger: Fury, resentment, annoyance, hostility.
Love:
Shame:
Fear:
Enjoyment: Happiness, joy, relief, contentment, pleasure.
Sadness:
Grief, sorrow, cheerlessness, gloom.
Surprise:
Shock, astonishment, amazement wonder.
Acceptance, friendliness, trust, kindness, obsession.
Guilt, repentance, humiliation, regret.
Anxiety, nervousness, apprehension, terror.
Types
Emotions
Positive
Love
Negative
Joy
Anger
Sadness
Fear
Lets Watch Video 1
Lets Understand Emotions first
Its all about feelings
Emotions and Decisions?
DECISION
FEELING
THINKING
Emotions can aid in our
decision-making process.
Many researchers have shown
that emotions are necessary for
rational decisions.
Affect
Defined as a broad range of feelings that people experience.
Emotions
Intense feelings that are directed at
someone or something (reaction)
Moods
Feelings that tend to be less intense
than emotions and that lack a
contextual stimulus
Affect
Defined as a broad range of feelings that people experience.
Emotions
Moods
Very brief in duration (Sec/Min)
Longer than emotions (hrs/days)
Specific and numerous in nature
More general (positive or negative)
Distinct facial expressions
No distinctive expressions
Action oriented in nature
Cognitive in nature
When a work colleague criticizes you for the way you spoke to a client, you
might become angry at him. That is you show emotion (anger) toward a
specific object (colleague)
Emotions
Reactions to an object,
You show emotions when
happy about something
angry at someone,
Afraid of something
Moods
Moods are not directed at
an object but emotions can
turn into moods when you
loose focus in the
contextual object.
Stages of Emotions
Subjective Feelings
Physiological Responses
Internal feelings
Physical responses to emotions
Expressive Behaviors
Outward manifestations of our emotions, including facial expressions, tone
of voice, and body languages
What Emotions do?
When a person has strong emotions, many bodily changes occur
Observable changes
Physiological Changes
Blushing / Sweating
Increased heartbeat
Distinctive facial expression
Rise in blood pressure
Posture
Dilation of the pupils
What Emotions do?
Debilitative Emotions
Facilitative Emotions
that prevent a person from
functioning effectively
that contribute to effective
functioning
Minimize Debilitative Emotions
What Emotions do?
Our emotions are the driving force
Preparing us for action
Shaping our future behavior
Helping us interact more effectively with others
What is Intelligence?
"Intelligence, as a hypothetical construct, is the aggregate or global;
Capacity of the individual to act purposefully
To think rationally
To deal effectively with his environment
Wechsler
What is Intelligence?
Although experts differ on an exact definition of intelligence but
most agreed that intelligent behavior has at least two
components:
The ability to learn from experience.
The ability to adapt to the surrounding environment.
Factors of General Intelligence Tests
Verbal Comprehension
Associative Memory - rote memory
Reasoning - skill in inductive, deductive
Number Aptitude mathematical operations
Spatial visualization - mental transformation
Perceptual Speed - noticing similarities and differences
Emotional Intelligence
A CASE STUDY
Mr. Zubair was intelligent; physically fit, had an MBA with 92 %
marks.
He was hired by a top ranking company to be a marketing manager.
Yet, after just a few months on the job, he was failing and company
management was ready to fire him. What happened?
Why did he fail despite having a brilliant academic career.
A CASE STUDY
The answer is his emotional intelligence did not fit the job.
He was non assertive, indecisive, too tolerant, poor communicator,
poor manager and could not face problems as they appeared.
As a result, his subordinates did a poor job of marketing the product
and serving the customers.
EQ vs IQ & Professional Success
The
HEAD
Thinking Part
The
HEART
Feeling Part
Gets you hired
Gets you fired
IQ
EQ
IQ v/s EQ; Research Shows
IQ can help you to be
successful to the extent of
20% only in life.
The rest of 80% success
depends on your EQ
20% IQ
80% EQ
Emotional Intelligence Video 2
Emotional Intelligence
Emotional Intelligence refers to the
capacity for recognizing our own
feelings and those of others, for
motivating ourselves, and for managing
emotions well in ourselves and our
relationships.
Is There Multiple Intelligence?
Social Intelligence
Emotional Intelligence
The know-how involved in
comprehending social
situations and managing
oneself successfully
Ability to perceive, express,
understand, and regulate
emotions
People with High EQ Know:
Know;
Who they are?
Who others are within their own context?
What they need to do to take care of themselves?
How they need to manage their impact on others?
Characteristics of a High EI Person
A time to cry or laugh
A time to work or play
A time to fight or flight
A time to speak or silent
A time to be patient or decide
A time to confront or withdraw
A time to be together or to be alone
A time to be aggressive or to be passive
Are we giving EI education in schools /colleges
NO. Our educational system gives stress on IQ and not on EQ
We are taught many subjects
We are not TAUGHT how to handle frustration, anxieties, stress,
failure
We are not told to learn how to manage emotions
We are expected to learn all these from our parents, peer group
of other role models
The Path Between Feeling and Reason
WHAT IS SUCCESS?
WHAT IS SUCCESS
Is it your IQ?
Exams passed, competitions cleared, percentage of
marks in schools and colleges, academic
qualifications etc.
Earning fat salary, top positions in workplace, being
rich and wealthy, powerful, dominating, being
influential etc
Or success is something else
The word "success" is a relative term.
Living a healthy and happy married life
Reaching a top position in career
Having a satisfying job life or personal satisfaction
Only the tangible achievements may not be indicators of
success in life.
Many a times non-tangible performance or achievements may
be termed as successful.
What experts say
Psychologists, Psychiatrists, Management consultants
and Medical Doctors have been proving that there are
personal characteristics called emotional intelligence
which are responsible for the ways;
How we feel?
How we behave?
How we relate to others?
How well we do at our jobs?
What experts say
Emotional Intelligence tendencies can result in;
Not succeeding at your job
Not being happy with your job
Being uncomfortable with other people
Not having satisfactory interpersonal relations
Being physically and psychologically unhealthy with stress-related problems
Golemans Competencies Model
The Five Essential Competencies of Emotional Intelligence
Personal
Relate to Ourselves
Self-Awareness
Self-Regulation
Self-Motivation
Social
Relate to Others
Empathy
Effective Relationships
Competencies
Personal Competence How we manage ourselves?
Self-Awareness knowing your strengths and
weaknesses
Self-Regulation - trustworthiness, responsibility,
adaptability,
Self-Motivation - drive, commitment, initiative, optimism,
charisma
Competencies
Social Competence - how we handle relationships?
Empathy - awareness of others feelings and concerns
Effective Relationship- adeptness a inducing desirable
responses, such as communication, conflict management,
cooperation, and leadership
Lets Discuss
Competencies
Self-Awareness
Self-Regulation
Self-Motivation
Empathy
Effective Relationship
The Five Essential Competencies of Emotional Intelligence
Self-Awareness knowing strength and weakness
If you understand your own feelings you get a really
great handle on how youre going to interact and perform
with others
So one of the first starting points is, whats going on
inside of me?
The Five Essential Competencies of Emotional Intelligence
Self-Awareness
ENERGY SOURCE
Extraversion
Introversion
PERCEIVING FUNCTION
Sensing
iNtuition
JUDGING FUNCTION
Judging
Thinking
L I F E S T Y L E O R I E N T AT I O N
Perceiving
Feeling
The Five Essential Competencies of Emotional Intelligence
Self-Awareness
Sociable and Assertive
Extroverted
(E)
Introverted
(I)
Quiet and Shy
Practical and
Orderly
Sensing
(S)
Intuitive
(N)
Unconscious
Processes
Use Reason
and Logic
Thinking
(T)
Feeling
(F)
Uses Values & Emotions
Want Order
& Structure
Judging
(J)
Perceiving
(P)
Flexible and
Spontaneous
The Five Essential Competencies of Emotional Intelligence
Self-Regulation- how we manage emotions?
If we are in a heightened state of agitation or anger we cannot
make good decisions, we cannot reason well.
Sometimes when you are angry with someone, it helps to sit
down and think about the problem.
Accept responsibility for choosing your own emotional
responses.
Learn to reframe stressful situations into ones that
are challenging.
The Five Essential Competencies of Emotional Intelligence
Self-Motivation-
Identify your explanatory style. When a setback
strikes, resist asking whats wrong with me? Instead,
ask what can I fix?
High performers are those who are able to see with
some clarity to what degree they are responsible for a
setback and to what degree it may be circumstance or
other people, and as a result they are able to be more
persistent.
The Five Essential Competencies of Emotional Intelligence
Empathy-
Empathy means recognizing, responding fittingly to, the
emotions of others.
If people will stop for a moment and put themselves in
another persons shoes it will help them modify their
own behavior.
It will help them develop relationships with those
people.
The Five Essential Competencies of Emotional Intelligence
Effective Relationships- Luthans
Employ all your emotional competencies awareness,
regulation, motivation, and empathy to:
Influence and persuade others, Build consensus and support
for team goals.
The people who will become the leaders, the people who will
become the star performers, are the ones who have the
strengths in the key emotional intelligence abilities.
Golemans Competencies Model
Awareness
Others
Self
Awareness
Social
Awareness
Actions
Self
Self
Regulation
Relationship
Management
Golemans Competencies Model
Self-Awareness know and understanding what one feels
Self-Regulation the ability to regulate distressing affects
like anxiety/anger and to inhibit emotional impulses
Social Awareness the ability to read verbal/non-verbal cues
for negative emotions, particularly anger & fear, and to judge
trustworthiness of others.
Relationship Management our ability to attune ourselves
to or influence the emotions of other people.
Golemans Competencies Model
Recognition
Personal Competencies
Social Competencies
Self-Awareness
Social Awareness
Strength and Weakness
Trustworthiness
Self Confidence
Empathy & Social Skills
Service Orientation
Organizational Awareness
Relationship Management
Influence
Leadership
Communication
Building Consensus
Conflict Management
Teamwork & Collaboration
Self-Regulation
Regulation
Initiative
Self Control
Adaptability
Achieve Drive
Trustworthiness
Conscientiousness
Can EI be developed?
YES. You can develop your EQ by upgrading your
emotional skills.
The popular thinking that EQ is entirely inherited is
incorrect but Emotional Intelligence is not fixed at birth.
There is no emotional intelligence genes as such that we
know of today. It is something one can learn.
Can EI be developed?
YES;
Emotional skills can be upgraded at any stage of your
life.
In fact, age and maturity are positively correlated with
the EI.
Same is not true about IQ which is more or less static.
How to raise your EI
Knowing ones own emotions; Recognize and name
emotions you feel; understand why you feel that way; and
distinguish between feelings and actions
Motivating oneself; When considering how to productively
tie together your feelings, practice some emotional self-control
and delay gratification
Recognizing emotions in others; Be sensitive to other
peoples feelings and listen well
How to raise your EI
Managing emotions; Accept your feelings, but find a balance
between over sensitivity or over expression and emotional
suppression
Handling relationships; Being perceptive, applying conflict
management skills instead of ignoring conflict, and being
considerate and cooperative
Personal Benefits of Emotional Intelligence
Better health
Greater career success
Stronger personal relationships
Increased optimism and confidence
Professional Benefits of Emotional Intelligence
Less workplace conflict
Improved communication
Effective leadership skills
Better problem solving skills
Increased likelihood of promotion
What Managers Do? Luthan Says
What
What Managers
Managers do!
do! Luthans
Luthans
1.
Traditional Management
Decision-making, planning, and controlling.
2.
Communication
Exchanging routine information and processing paperwork
3.
Human Resource Management
Motivating, disciplining, managing conflict, staffing and training.
4.
Networking
Socializing, politicking, and interacting with others.
What
What Managers
Managers do!
do! Luthans
Luthans
Source: Based on F. Luthans, R.M. Hodgetts, and S.A. Rosenkrantz, Real Managers (Cambridge, MA: Ballinger, 1988).
A KEY TO SUCCESS!
A key to success!
A key to success!
A
A key
key to
to success!
success!
Aristotle;
The most notable product of the educational program devised
by Plato.
An amazing range of subjects, from logic, philosophy, and
ethics to physics, biology, psychology, politics, and
rhetoric.
A
A key
key to
to success!
success!
A style of speaking or writing
Rhetoric is an art of persuasion
The goal of persuasion is to change others point of view or to
move others to take action
Rhetoric (n) - the art of speaking or writing effectively (Webster's Definition)
A
A key
key to
to success!
success!
Means of persuading others to take a particular point of view
Aristotles "ingredients for persuasion" AKA "appeals"
Ethos, Pathos & Logos.
A
A key
key to
to success!
success!
Ethos
Ethos // Pathos
Pathos // Logos!
Logos!
Ethos (Credibility)
Refers to the trustworthiness
Convincing by the character of the author
We tend to believe people whom we respect
Present to the audience as credible, trustworthy, honest
and ethical
Ethos is an argument based on character
Ethos
Ethos // Pathos
Pathos // Logos!
Logos!
Pathos (Emotional)
Persuading by appealing to the audience emotions &
feelings
Language choice affects the audience's emotional
response like ads!
Emotional appeal is used to enhance an argument
Using pathos means appealing to readers emotions and
feelings
Ethos
Ethos // Pathos
Pathos // Logos!
Logos!
Logos (Logical)
Persuading by reasoning the heart of argumentation
Need to look at deductive and inductive reasoning
Logos is an argument based on facts, evidence & reasons
Using logos means appealing to the readers sense of what
is logical
Ethos
Ethos // Pathos
Pathos // Logos!
Logos!
Guess ?
Guess ?
Guess ?
Ethos
Ethos // Pathos
Pathos // Logos!
Logos!
Using logos, ethos, and pathos will help you to master the art of
persuasion
Through language, you will be able to change the point of view of
others!
Through language, you will be able to motivate others to take action!
Ethos
Ethos // Pathos
Pathos // Logos!
Logos!
Ethos
Ethos // Pathos
Pathos // Logos!
Logos!
Ethos
Ethos // Pathos
Pathos // Logos!
Logos!
A
A key
key to
to success!
success!
A
A key
key to
to success;
success; Skills
Skills
Skills (Definition)
The ability, coming from ones knowledge, practice, aptitude, etc.,
to do something well
An ability and capacity acquired through deliberate, systematic,
and sustained effort to smoothly and adaptively carryout complex
activities or job function involving ideas (conceptual skills), things
(technical skills), and/or people (human skills).
92
A
A key
key to
to success;
success; Skills
Skills
Skills
Robert Katz identified three managerial skills essential to successful
management:
Human
Technical
Conceptual
93
A
A key
key to
to success;
success; Skills
Skills
Technical Skills
Technical skills encompass the ability to apply specialized
knowledge or expertise.
Technical skills learned through extensive formal education.
Professionals such as civil engineers or oral surgeons, Driver etc.
94
A
A key
key to
to success;
success; Skills
Skills
Human Skills
The ability to understand, communicate with, motivate,
and support other people, both individually and in groups.
Many people are technically proficient but poor listeners.
Unable to understand the needs of others, or weak at managing
conflicts.
95
A
A key
key to
to success;
success; Skills
Skills
Conceptual Skills
Mental ability to analyze and diagnose complex situations and
these tasks require conceptual skills.
Decision making requires managers to identify problems, develop
alternative solutions to correct those problems, evaluate those
alternative solutions, and select the best one.
The ability to integrate new ideas with existing processes and
innovate on the job are also crucial conceptual skills for todays
managers
96
97
A
A key
key to
to success!
success!
A
A key
key to
to success!
success! Behavior
Behavior
A
A key
key to
to success!
success! Behavior
Behavior
Behaviour (Definition)
Observable activity in a human or animal
The way a person or animal acts or behaves
The aggregate of responses to internal and external stimuli
The response of an individual, group, or species to its
environment the way in which something functions or operates
100
A
A key
key to
to success!
success! Behavior
Behavior
Behaviour (Definition)
A response of an individual or group to an action, environment,
person, or stimulus.
Behavior is the range of actions and mannerism made by
individuals, organisms, systems, or artificial entities in
conjunction with themselves or their environment.
101
A
A key
key to
to success!
success! Behavior
Behavior
Behaviour (Types)
Behaviour (Types)
102
A
A key
key to
to success!
success! Behavior
Behavior
A
A key
key to
to success!
success! Org.
Org. Behavior
Behavior
A field of study that investigates the impact that individuals,
groups, and structure have on behavior within organizations,
for the purpose of applying such knowledge toward
improving an organizations effectiveness.
Organizational Behavior
Organizational Behavior
Organizational Behavior
Organizational Behavior
A
A key
key to
to success!
success! Behavior
Behavior
Individual observation
Common sense Intuition
Gut feelings
and Systematic Study
Intuition
The two are complementary means of predicting behavior.
A
A key
key to
to success!
success!
A
A key
key to
to success!
success!
Diversity
Management
1-111
A
A key
key to
to success!
success!
Diversity
Management
A
A key
key to
to success!
success!
Diversity
Management
A
A key
key to
to success!
success!
Diversity
Management
A
A key
key to
to success!
success!
Diversity
Management
A
A key
key to
to success!
success!
Diversity
Management
How much do you
see of an iceberg?
A
A key
key to
to success!
success!
Diversity
Management
How much do you
see of an iceberg?
A
A key
key to
to success!
success!
Diversity
Management
How much do you
see of an iceberg?
A
A key
key to
to success!
success! Understanding
Understanding
Personality
The sum total of ways in which an individual
reacts and interacts with others,
The measurable traits a person exhibits
A
A key
key to
to success!
success! Personality
Personality
The combination of characteristics or
qualities that form an individual's
distinctive character.
Totality of an individual's behavioral and
emotional characteristics.
A
A key
key to
to success!
success! Personality
Personality
The combination of psychological traits
we use to classify & describe a person in
terms of characteristics
such as quiet, passive, loud, aggressive
A
A key
key to
to success!
success! Personality
Personality
Particular tendencies to feel, think, and act
in certain ways that can be used to
describe the personality of every
individual
A
A key
key to
to success!
success! Personality
Personality
Extroversion
Sociable, gregarious (shokh) , and assertive (quite, shy and timid)
Agreeableness
Good-natured, cooperative, n trusting. (cold, disagreeable, antagonist)
Conscientiousness
Responsible, dependable, persistent, n organized. (distracted, disorganized)
Emotional Stability
Calm, self-confident, secure (positive) versus nervous, anxious, depression, and insecurity
(negative).
Openness to Experience
Imagination, creative & curiosity. Conventional, feel comfortable with familiar
Environment
A
A key
key to
to success!
success! Attitude
Attitude
Evaluative statements either favorable or unfavorable
concerning objects, people or events
Attitudes reflect how one feels about something
A
A key
key to
to success!
success! Attitude
Attitude
A settled way of thinking or feeling, typically reflected in
a person's behavior.
A positive or negative evaluation of people, objects,
event, activities, ideas, or just about anything in your
environment
A
A key
key to
to success!
success! Attitude
Attitude
Cognitive component
ATTITUDES
Evaluative statements or
judgments concerning
objects, people, or events.
The opinion or belief segment of an
attitude.
Affective Component
The emotional or feeling segment of an
attitude.
Behavioral Component
An intention to behave in a certain way
toward someone or something.
A
A key
key to
to success!
success! Attitude
Attitude
Evaluative statements or
judgments concerning
objects, people, or events.
A
A key
key to
to success!
success! Value
Value
Basic conviction
A specific mode of conduct or end-state of existence is personally or
socially preferable to an opposite or converse mode of conduct or
end-state of existence.
A
A key
key to
to success!
success! Value
Value
Terminal Values are desirable end-states of
existence and represent the life goals of individuals.
Instrumental Values are the desirable modes of
behavior that become the means for achieving the
terminal values.
Thanks
Widescreen Pictures
