Performance = Potential – Interferences
This simple formula, proposed by Gallwey (2001) in his book The Inner Game of Work, concisely expresses that achieving an objective (performance) is impacted not only by what we are capable of doing (potential) but also barriers that we encounter (interferences). Interferences can be negative beliefs, a pessimistic attitude, or destructive habits that act as blockades along the goal pathway (Neale et al., 2009). The emotions that are involved in judgement, decision-making, and actions can create obstacles (Neale et al., 2009). A strong leader should be able to manage his/her emotions to minimize these obstacles; moreover, it is important to be able to recognize the emotional information from others to guide strategic thinking and behaviour (Neale et al., 2009). A person that makes choices by thinking about feelings is considered to have high emotional intelligence (Neale et al., 2009). Developing emotional intelligence is possible as described in Video 1 (Mind Tools, 2019).
Video 1. Developing emotional intelligence (Mind Tools, 2019).
There are 5 core elements that can be targeted for improving emotional intelligence (Goleman, 1995):
1. Self-Awareness
-Write in a journal
-Do a personality test
-Ask for feedback from others
-Learn about mindfulness
2. Self-Regulation
-Know your triggers
-Use positive self-talk
-Discover techniques to calm you down (eg. deep breathing)
-Take responsibility for your actions/behaviours/emotions
3. Motivation
-Celebrate success
-Connect personal goals with career goals
-Set goals that focus on your values
4. Empathy
-Examine your biases
-Have respectful conflict resolution
-Mirror positive body language
5. Social Skills
-Build rapport
-Feel confident
-Ask open-ended questions
-Demonstrate active listening
A person with high emotional intelligence will listen to understand and not to simply respond. Figure 1 provides useful tips on how to be a better listener (People and Culture, 2021).
Figure 1. Listening to Understand (People and Culture, 2021).
In a professional setting, having strong emotional intelligence is advantageous! Leaders that possess high emotional intelligence are more likely to (Neale et al., 2009):
1) Improve relationships
2) Communicate with empathy
3) Act with integrity
4) Demonstrate respect
5) Manage confidently
6) Reduce their stress levels
7) Increase creative thinking
8) Learn from mistakes
9) Motivate others effectively
10) Influence people
According to writers for Leading Effectively at the Center for Creative Leadership (2020), there are three key influencing tactics, highlighted in Figure 2.
Figure 2. Influencing Tactics (Leading Effectively, 2020).
Knowing how other people feel (and their interferences) is beneficial in not only performance management, but also change management. Hiltz (2011) states:
“Emotional attachments, history, and culture are stronger than any new information, and they each affect the speed and acceptance of decisions by leaders.”
In terms of relationship management, emotional intelligence acts as a foundational base to ensure personal and social competence as illustrated in Figure 3.
Figure 3. The Model of Emotional Intelligence for Leaders (Fernandez et al., 2012).
Fernandez, C., Peterson, H., Holmstr, S.W. & Connolly, A. (2012). Developing emotional intelligence for healthcare leaders. In A. Di Fabio (Ed.), Emotional intelligence: New perspectives and applications (pp. 239-256). Intech Open.
Gallwey, T.W. (2001). The Inner Game of Work: Focus Learning, Pleasure, and Mobility in the Workplace. Random House Trade Paperbacks: New York.
Goleman, D. (1995). Emotional intelligence: Why it can matter more than IQ. Bantam Books.
Hiltz, P. [Skillsoft Ireland Limited]. (2011). Emotional intelligence in effective leadership [Video]. Books 24x7. Retrieved from https://library.books24x7.com/toc.aspx?bookid=42336
Leading Effectively (2020). Master the 3 ways to influence people. Center for Creative Leadership. Retrieved November 9, 2021 from https://www.ccl.org/articles/leading-effectively- articles/three-ways-to-influence-people/
Mind Tools [MindToolsVideos]. (2019, September 3). Developing emotional intelligence [Video]. YouTube. https://www.youtube.com/watch?v=n9h8fG1DKhA
Neale, S., Spencer-Arnell, L. & Wilson, L. (2009). Emotional intelligence coaching: Improving performance for leaders, coaches and the individual. Kogan Page.
People and Culture (2021). Leadership in Action. Listening to Understand [Handout].
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