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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

_________________________________

_________________________________

_________________________________

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

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