Module - Touch The Heart - Personality, Emotional Intelligence, Communication, Care Empathy QG 26032024.pptx

Module - Touch The Heart - Personality, Emotional Intelligence, Communication, Care Empathy QG 26032024.pptx

1. By : Effendi Ibnoe, MBA., Psychologist Yudha Argapratama, CHCGM, CPC Touch The Heart - Personality, Emotional Intelligence, Communication, Care & Empathy Developed By

2. Content : Personality Emotional Intelligence Communication, Care & Empathy 2

3. Personality ““A master lives in the world of transformation, not the world of loss and gain.” -Dr John Demartini Developed By

4. Definition of Personality Personality – A relatively stable set of characteristics that influences an individual’s behavior

5. Personality Theories Trait Theory - understand individuals by breaking down behavior patterns into observable traits Psychodynamic Theory - emphasizes the unconscious determinants of behavior Humanistic Theory - emphasizes individual growth and improvement Integrative Approach - describes personality as a composite of an individual’s psychological processes

6. Personality Characteristics in Organizations Locus of Control Internal External I control what happens to me! People and circumstances control my fate!

7. Personality Characteristics in Organizations Self-Efficacy - beliefs and expectations about one’s ability to accomplish a specific task effectively Sources of self-efficacy Prior experiences and prior success Behavior models (observing success) Persuasion Assessment of current physical & emotional capabilities

8. Personality Characteristics in Organizations Self-Esteem Feelings of Self Worth Success tends to increase self-esteem Failure tends to decrease self-esteem

9. Personality Characteristics in Organizations Self-Monitoring Behavior based on cues from people & situations High self-monitors flexible: adjust behavior according to the situation and the behavior of others can appear unpredictable & inconsistent Low self-monitors act from internal states rather than from situational cues show consistency less likely to respond to work group norms or supervisory feedback

10. Who Is Most Likely to . . . Low-self monitors High-self monitors Get promoted Change employers Make a job-related geographic move  Accomplish tasks, meet other’s expectations, seek out central positions in social networks  Self-promote  Demonstrate higher levels of managerial self-awareness; base behavior on other’s cues and the situation

11. Personality Characteristics in Organizations Positive Affect - an individual’s tendency to accentuate the positive aspects of oneself, other people, and the world in general Negative Affect - an individual’s tendency to accentuate the negative aspects of oneself, other people, and the world in general

12. Personality Characteristics in Organizations A strong situation can overwhelm the effects of individual personalities by providing strong cues for appropriate behavior

13. Personality Characteristics in Organizations Strong personalities will dominate in a weak situation

14. STRATEGy TO Enhancing YOUR BEST PERSONALITY

15. Identify and challenge negative thoughts Pay attention to your inner dialogue and identify any negative or self-doubting thoughts. Challenge them by asking yourself if they are rational or if there is evidence to support them. Replace negative thoughts with more positive and affirming statements. 15

16. 16 “I feel like I’m up against the world.” “I’m no good.” “Why can’t I ever succeed?” “No one understands me.” “I’ve let people down.” “I don’t think I can go on.” “I wish I were a better person.” “I’m so weak.” “My life’s not going the way I want it to.” “I’m so disappointed in myself.” “Nothing feels good anymore.” “I can’t stand this anymore.” “I can’t get started.” “What’s wrong with me?” “I wish I were somewhere else.” “I can’t finish anything.” “I’m proud of myself.” “I feel fine.” “No matter what happens, I know I’ll make it.” “I can accomplish anything.” “I feel good.” “I’m warm and comfortable.” “I feel confident I can do anything I set my mind to.” “I feel very happy.” “I’m luckier than most people.” “I am respected by my peers.” “I have a good sense of humor.” “My future looks bright.” “I will be successful.” “I’m fun to be with.” “I am in a great mood.” “There are many people who care about me.” Negative thoughts vs Positive Thoughts

17. Set realistic goals Set achievable and realistic goals for yourself. Break them down into smaller steps and celebrate your progress along the way. Accomplishing your goals will reinforce your belief in your abilities.. 17

18. Recognize your strengths Make a list of your strengths, skills, and accomplishments. Focus on what you do well and be proud of your achievements. Knowing your strengths can boost your confidence when facing new challenges. 18

19. Practice self-care Taking care of yourself physically and mentally can have a positive impact on your confidence. Get enough sleep, eat a balanced diet, exercise regularly, and engage in activities that bring you joy and relaxation. 19

20. Embrace failure as a learning opportunity Everyone experiences setbacks and failures. Instead of letting them undermine your confidence, view them as opportunities to learn and grow. Analyze what went wrong, identify lessons, and use that knowledge to improve in the future. 20

21. Surround yourself with supportive people Build a network of positive and supportive individuals who believe in you and your abilities. Their encouragement and feedback can be invaluable in boosting your self-confidence. 21

22. Practice self-compassion Be kind to yourself and avoid harsh self-criticism. Treat yourself with the same compassion and understanding you would offer a friend facing a similar situation 22

23. Face your fears Challenge yourself to step out of your comfort zone and face the things that make you nervous or anxious. Gradually confronting and overcoming your fears can significantly boost your confidence. 23

24. Improve your knowledge and skills Invest time in learning and improving the areas where you feel less confident. Gaining knowledge and skills in those areas will naturally increase your self-assurance. 24

25. Practice positive body language Your body language can impact how you feel about yourself and how others perceive you. Stand tall, maintain eye contact, and practice open and confident body language. 25

26. Emotional Intelligence “Where we have strong emotions, we’re liable to fool ourselves.” -Carl Sagan Developed By

27. EMOTIONAL INTELLIGENCE “Kecerdasan emosional adalah kemampuan seseorang mengatur kehidupan emosinya dengan inteligensi (to manage our emotional life with intelligence) dan menjaga keselarasan emosi dan pengungkapannya (the appropriateness of emotion and its expression) melalui keterampilan kesadaran diri , pengendalian diri , motivasi diri, empati dan keterampilan sosial.” Daniel Goleman

28. The competence of managing effectively the feelings to meet personal as well as organizational goals. Kemampuan mengelola perasaan-perasaan secara efektif , untuk mencapai sasaran pribadi dan sasaran organisasi EMOTIONAL INTELLIGENCE

29. “75% of careers are derailed for reasons related to emotional competencies, including inability to handle interpersonal problems; unsatisfactory team leadership during times of difficulty or conflict; or inability to adapt to change or elicit trust.” — The Center for Creative Leadership “As much as 80% of adult “success” comes from EQ.” — Daniel Goleman “All learning has an emotional base.” – Plato “People high in emotional intelligence are expected to progress more quickly through the abilities designated and to master more of them.” — Mayer and Salovey Why Emotional Intelligence ? 29 Developed By

30. EQ menentukan keberhasilan hidup anda Emosi dapat dikendalikan Pemahaman diri dan keinginan untuk berkembang Menjadi bijaksana EQ dapat terus dikembangkan Pengembangan EQ tidak ada batasnya ENAM ALASAN MEMPELAJARI EQ

31. Let’s Exercise Quiz : How Emotionally Intelligent Are You? Evaluasi setiap pernyataan sebagaimana adanya , bukan seperti yang Anda pikirkan . Setelah selesai , Hitung Skor Total Anda. dan gunakan tabel berikut untuk memikirkan langkah selanjutnya . 31

32. Let’s Exercise Quiz : How Emotionally Intelligent Are You? 32 Link: https://take.quiz-maker.com/QE9RYUHIO

33. Quiz : How Emotionally Intelligent Are You? No Statement to Answer Not at All Rarely Sometimes Often Very Often 1 Saya dapat mengenali emosi saya saat saya mengalaminya . 2 Saya kehilangan kesabaran ketika saya merasa frustrasi . 3 Orang-orang mengatakan kepada saya bahwa saya adalah pendengar yang baik . 4 Saya tahu bagaimana menenangkan diri ketika saya merasa cemas atau kesal . 5 Saya senang mengatur kelompok . 6 Saya merasa sulit untuk fokus pada sesuatu dalam jangka panjang 7 Saya merasa sulit untuk melanjutkan ketika saya merasa frustrasi atau tidak bahagia . 8 Saya tahu kekuatan dan kelemahan saya . 9 Saya menghindari konflik dan negosiasi. 10 Saya merasa bahwa saya tidak menikmati pekerjaan saya .

34. Quiz : How Emotionally Intelligent Are You? No Statement to Answer Not at All Rarely Sometimes Often Very Often 11 Saya meminta umpan balik dari orang-orang tentang apa yang saya lakukan dengan baik , dan bagaimana saya dapat meningkatkannya . 12 Saya menetapkan tujuan jangka panjang , dan meninjau kemajuan saya secara teratur . 13 Saya sulit membaca emosi orang lain. 14 Saya berjuang keras untuk membangun hubungan baik dengan orang lain. 15 Saya menggunakan keterampilan mendengarkan aktif ketika orang berbicara kepada saya .

35. Scoring : How Emotionally Intelligent Are You? Statement Not at All Rarely Sometimes Often Very Often 1 1 2 3 4 5 2 5 4 3 2 1 3 1 2 3 4 5 4 1 2 3 4 5 5 1 2 3 4 5 6 5 4 3 2 1 7 5 4 3 2 1 8 1 2 3 4 5 9 5 4 3 2 1 10 5 4 3 2 1 11 1 2 3 4 5 12 1 2 3 4 5 13 5 4 3 2 1 14 5 4 3 2 1 15 1 2 3 4 5 Your Total Score: ……

36. Scoring : How Emotionally Intelligent Are You? Total Score Not at All 15 - 34 Anda perlu melatih kecerdasan emosional Anda. Anda mungkin merasa terbebani oleh emosi Anda, terutama dalam situasi stres ; atau , Anda mungkin menghindari konflik karena Anda pikir itu akan membuat Anda tertekan . Anda juga mungkin merasa sulit untuk tenang setelah merasa kesal , dan Anda mungkin kesulitan untuk membangun hubungan kerja yang kuat . Jangan khawatir – ada banyak cara untuk membangun kecerdasan emosional , mulai dari sekarang . Baca tips kami di bawah ini untuk mengetahui lebih lanjut . 35 - 55 Tingkat kecerdasan emosional Anda... Oke . Anda mungkin memiliki hubungan yang baik dengan beberapa kolega Anda, tetapi yang lain mungkin lebih sulit untuk diajak bekerja sama . Kabar baiknya adalah Anda memiliki peluang besar untuk meningkatkan hubungan kerja Anda secara signifikan . Baca lebih lanjut di bawah untuk meningkatkan EI Anda lebih jauh . 56 - 75 Great! Anda adalah orang yang cerdas secara emosional . Anda memiliki hubungan yang hebat , dan Anda mungkin menemukan bahwa orang mendekati Anda untuk meminta nasihat . Namun , ketika begitu banyak orang mengagumi keahlian Anda, mudah untuk melupakan kebutuhan Anda sendiri . Baca tips kami di bawah ini untuk mengetahui bagaimana Anda dapat terus membangun EI Anda. Para peneliti telah menemukan bahwa orang yang cerdas secara emosional seringkali memiliki potensi kepemimpinan yang besar . [1] Sadarilah potensi ini dengan mencari peluang untuk berkembang lebih jauh lagi .

37. E M OS I Senang Gembira Bahagia Cinta Damai Bersahabat Tenang Menghargai Tidak Senang Sedih Pedih Benci Resah Bermusuhan Kuatir Kasar

38. E M OS I Senang Hangat Fleksibel Sabar Bersemangat Cantik Bangga Gembira Harmoni Humor Tidak Senang Dingin Kaku Mudah Emosi Curiga Iri Merasa Kecil Marah Frustrasi Ketakutan

39. PERILAKU EQ DI TEMPAT KERJA EXTERNAL CUSTOMER: Hubungan karyawan dengan pelanggan Hubungan karyawan dengan pemasok Hubungan manajemen dengan pemangku kepentingan INTERNAL CUSTOMER: Hubungan atasan dengan bawahan Hubungan antar rekan sekerja Hubungan karyawan lama dengan karyawan baru Hubungan berdasarkan kota asal , sekolah , pekerjaan , gender, dan lain-lain

40. PERSPEKTIF TENTANG EMOSI KONVENSIONAL Ciri kelemahan Bukan bagian dari bisnis Hindari emosi Membuat kacau Lupakan Hindari orang yang emosional Perhatikan pemikiran-pemikiran Gunakan kata-kata ‘non motivasi’ HASIL PENELITIAN TAHUN 1990-AN Ciri kekuatan Sangat penting dalam bisnis Emosi mendorong proses belajar Membantu memperjelas masalah Pertimbangkan faktor emosi Cari orang yang emosional Perhatikan kata-kata ‘emosional’ Gunakan kata-kata ‘emosional’

41. Kamu masih hijau! Kamu kog engga seperti kakakmu! Kamu harus disiplin! Lagi-lagi kamu biangnya! Kita semua jadi susah gara-gara kamu! Kami semua kecewa sama anda! Jangan berlaku tolol! Kamu membuat semua jadi berantakan! Kamu hanya bisa malu-maluin kita semua! Kamu e ngg a m un gkin bisa! Engga ada orang yang bakal suka sama kamu! Kamu engga pantes dandan kaya begitu! Kamu engga ngerti, engga usah ngomong!

42. Saya pernah melakukannya dan saya mampu Walaupun saya lebih muda, tetapi..... Saya mengerti dan bisa melaksanakannya Saya akan memperbaikinya Saya bisa membantu mereka Saya dapat membagikan pengalaman saya Saya dapat memberi contoh yang benar Saya dapat memperbaikinya Mereka akan menghargai bantuan saya Saya dapat tunjukkan bahwa saya bisa Mereka pasti akan menghargai saya Saya cuk up menarik dan menyenangkan Saya dapat menyumbangkan ide saya

43. Masalah Umum dalam pekerjaan Karyawan merasa tidak puas Tidak bertanggungjawab Menurun kesehatannya Stress dan kurang minat Sikap mengganggu hubungan Feedback tidak efektif Kesulitan membangun sinergi Pelanggan tidak puas dan pindah Keluarga karyawan menderita Sulit menjaga semangat kerja Sulit mempertahankan karyawan yang baik Produktivitas dan mutu kerja rendah

44. PERSPEKTIF TENTANG EMOSI DALAM MENCAPAI KINERJA YANG TINGGI Penting dalam pengambilan keputusan Memberi motivasi Membuat sungguh-sungguh dan hidup Mengembangkan dan mempercepat Membangun kepercayaan dan hubungan Menghargai masalah etika Memberi masukan yang sangat penting Ciri kreativitas dan inovasi Memberi pengaruh tanpa memaksa

45. IQ & EQ KOMPLEMENTER YANG SEIMBANG Dua bagian otak : Otak berPikir (P) dan Otak meRasa (R) R bisa > dari P R harus seimbang dengan P Abad 21 menuntut kemampuan EQ lebih dari sebelumnya IQ tidak berubah , tetapi EQ dapat berubah Kesadaran diri adalah awal pengembangan diri EQ = tenaga dan gairah , melengkapi pengetahuan menjadi tindakan

46. MENGEMBANGKAN EQ DI TEMPAT KERJA Secara Individu Personal and Professional Interpersonal Team Departmental Organizational

47. MENGEMBANGKAN EQ DI TEMPAT KERJA Secara Organisasi Pelatihan dari Top Management Pelatihan untuk seluruh Manager Forum evaluasi internal: implementasi , hasil dan tindak lanjut Evaluasi kelas Evaluasi knowledge Evaluasi implementasi Evaluasi hasil (proses dan output) Tindak lanjut (continuous improvement)

48. AKTIVITAS PENUNJANG IMPLEMENTASI EQ TEAM BUILDING LEADERSHIP CULTURAL DIVERSITY PERFORMANCE MANAGEMENT CUSTOMER SERVICE APPRAISAL …

49. Komponen dasar kecerdasan emosional

50. 1 KESADARAN DIRI Kesadaran Emosi • Emosi diri dan efeknya Penilaian Diri SecaraTeliti • Kekuatan dan batasan Percaya Diri • Harga diri dan kemampuan diri 2 PENGENDALIAN DIRI Kendali Diri • Mengelola emosi yang merusak Sifat Dapat Dipercaya • Kejujuran dan integritas Kewaspadaan • Bertanggungjawab Adaptabilitas • Keluwesan Inovasi • Terbuka terhadap hal baru

51. 3 MEMOTIVASI DIRI Dorongan Berprestasi • Selalu menjadi lebih baik Komitmen • Sasaran kelompok dan perusahaan Inisiatif • Memanfaatkan kesempatan Optimisme • Kegigihan

52. 4. KEPEKAAN TERHADAP ORANG LAIN Memahami orang lain Memahami p e rasaan, pandangan d an me nunjukkan pe rha tian Orientasi pelayanan Antisipasi, kenali, berusaha memenuhi Mengembangkan orang lain Sadar kebutuhan orang lain dan mengusahakannya Mengatasi keragaman Bergaul dengan bermacam-macam orang Kesadaran politis Membaca arus emosi kelompok dan kekuasaan

53. 5. KETERAMPILAN SOSIAL Pengaruh Taktik untuk persuasi Komunikasi Jelas dan meyakinkan Kepemimpinan Bangkitkan inspirasi kelompok dan orang lain Katalisator perubahan Memulai dan mengelola perubahan Manajemen konflik Negosiasi dan pemecahan silang pendapat Pengikat jaringan Kerjasama Bersinergi

54. Communication, Care & Empathy "The most important thing in communication is hearing what isn't said.“ - Peter Drucker

55. Communication Key Principles Takes practice: Communication takes practice. Flexibility: Match your style of communication to the situation/person you are communicating with. Skill, not personality: Communication styles are skills, not personality styles. Retreat, refuel, return: Take a break from the conversation. Relax/rethink and then try again. Connection: Communication builds all of the professional competencies; Connection is a primary target. Before we start, lets understand this key principles

56. What is Communication ?

57. Effective communication is very necessary in the work environment . EFFECTIVE COMMUNICATION Proper communication will produce a productive relationship PRODUCTIVE RELATION Why Communication ? 5

58. Communication Function Giving Clarification of Problems CLARIFICATION Give Feedback FEEDBACK listen to words LISTENING Giving / Receiving Information INFORMATION Give instructions / direction INSTRUCTION Asking question QUESTION

59. Communication Level I n t r a- p e r s on al c o mm un i cat i on G r ou p a nd o r g a n i z a t i on al I nt e r -p e r s on al

60. Communication Communication occurs in 2 people When the communication process occurs, information is not fully acceptable. Information is accepted as a slice, not a whole thing When the information is received intact, what is conveyed "Sender" is received 100% by the "receiver" Interpersonal

61. Sample Footer Text Communication Process

62. Form and style of communication Sample Footer Text 62

63. Form of Communication Form Advantages Disadvantages Sample Verbal Communication Fast Immediate feedback Distortion of information Presentation Meeting Discussion Written Communication Tangible Easy to verify & disseminate Take time Lack of Feedback Report Memo Minutes of meeting Non Verbal Communication Support other forms of communication and explain emotional expressions and feelings that can be obsessed Non-verbal reading misunderstandings can affect the communication process Pat the shoulder Shaking head Thumbs up

64. Styles of Communication: Aggressive/Manipulate-Aggressive Passive or Non-Assertive Assertive 64

65. Communication Styles Aggressive/Manipulative -aggressive Style Style in which individuals express their feelings and opinions and advocate for their needs in a way that violates and or manipulate the rights of others. 65

66. Communication Styles Style in which individuals have developed a pattern of avoiding expressing their opinions or feelings, protecting their rights, and identifying and meeting their needs Passive Style 66

67. Communication Styles Style in which individuals clearly state their opinions and feelings, and firmly advocate for their rights and needs without violating the rights of others Assertive Style 67

68. Communication Styles 68 Communication Style Do My Feelings and Needs Matter? Do the Feelings and Needs of Others Matter? I am/ I have Aggressive YES, more than yours No, not much Overpowering Manipulative-Aggressive Yes, but I won’t say it outright No, not much, but I won’t say it outright A hidden agenda Passive No, not Much Yes, more than mine Powerless Assertive YES YES Earned Power

69. Impact of Communication Style Aggressive Style Become alienated from others alienate others generate fear and hatred in others always blame others instead of owning their issues, and thus are unable to mature

70. Impact of Communication Style Passive Style Often feel anxious because life seems out of their control Often feel depressed because they feel stuck and hopeless Often feel resentful (but are unaware of it) because their needs are not being met Often feel confused because they ignore their own feelings are unable to mature because real issues are never addressed

71. Impact of Communication Style Assertive Style create a respectful environment for others to grow and mature feel connected to others feel in control of their lives are able to mature because they address issues and problems as they arise

72. Demonstrating compassion without infringing on your beliefs. Without experiencing those feelings as your own. The ability to understand the feelings of another. The great liberator. Care & Empathy : What is it?

73. You aren’t sharing the same painful feelings as another person, e.g. sadness or fear. How to Stay Empathic Without Suffering So Much, Amy L. Eva (May 4, 2017). Empathic Concern When we give and receive empathy, we produce the neurotransmitter oxytocin. Oxytocin creates a sense of trust and cooperation Leading with empathy can reduce the likelihood of conflict. How to Fight Stress with Empathy, Arthur P. Ciaramicoli (January 11, 2017).

74. Sympathy is when you share the feelings of another and make them your own. Empathy is when you understand the feelings of another but do not necessarily share them. Empathy vs. Sympathy

75. Continuum Nonverbal Others Yourself Understanding Yourself Understanding Others Nonverbal Empathy Empathy, Improve Your Social Skills Building Empathy Empathy: How do you get it?

76. Give yourself permission to experience the feelings that you have. On a fundamental level, you should accept that your emotions are part of you. Accept and recognize your emotions. If you understand what it’s like when you feel an emotion, you’ll be better able to understand and interact with a person feeling something similar. Yourself: Give Permission

77. In any moment, imagine what it would be like to be that person. During every interaction, ask yourself: How does this situation appear to the other person? Rather than trying to find out how the other person sees things, we try to convince them to see things our way. Instead of accepting that the other person will always see things differently, we get angry at them for not seeing things the same way we do. Others: Find Perspective

78. There is a nonverbal element to responding to empathy as well. Your words and your nonverbal signals work together to communicate. Without Nonverbal Empathy, you lack authenticity. Nonverbal: In Harmony

79. Empathy Sympathy Indifference Selfishness Ignorance Positive Actions Negative Actions Empathy Continuum

80. 80 Obstacles in Communication Lack of ability to communicate Attitude is not aligned Not aware of the local social system Negative prejudice towards communicating opponents Distance in two-way communication Language interpretation errors Poor presentation The senses are not good Inadequate tools Excessive communication and only one direction

81. Managing Communication Effectively How To Build Effective Communication with Care & Wmpathy Building common understanding Same frequency Understand the position and gesture of others Empathy Respect for views or opinions Respect Use possible communication channels Open The Road Use appropriate non-verbal communication Right Means Facilitating openness of feedback Open Mind 01 02 03 04 05 06

82. 82 How to Increase Communication Try to get feedback Use understandable language Use multiple media If possible, do face to face Be aware of the symbolic meaning of non-verbal language (body language) Positive perception of others Improve listening ability Clarity of statement about message Appropriate use of emotions

83. Special Techniques for Difficult Situations Broken record . Keep repeating your point, using a low-level, pleasant voice. Don’t get pulled into arguing or trying to explain yourself. Fogging . This is a way to deflect negative criticism. You agree with some of the fact, but you retain the right to choose your behavior. Example: You: “Mom, you should wear a longer skirt. It’s the style now.” Mom: “You’re right, skirts are longer now.” Mom agrees with you but, she still reserves the right to not change her skirt length and wears it the way she wants.

84. Special Techniques for Difficult Situations - cont’d Content to Process Shift . When someone is trying to confuse the issue. Stop talking about the problem and bring up how the person is behaving right now. Example : “You’re getting off the point. I’m starting to feel frustrated because I feel like you’re not listening. Defusing . Letting someone cool down before discussing an issue. Example: “I can see that you’re upset. Let’s talk about this later.” Also, if they try to stay with it, you have the right to walk away.

85. Special Techniques for Difficult Situations - cont’d Summarization. This helps to make sure you’re understanding the other person. Example: “So what you’re trying to tell me is …” Specificity. It’s really important to be very clear about what you want done. This helps prevent distractions. Example: “The thing I really wish is that you’d pick your clothes up off the floor.”

86. Let’s Exercise !! Communication in organizations Sample Footer Text Join colleagues who are different functions/sections from you! (3-4 Groups) Discuss with the group: What are the current business challenges for our organization? Define minimum 3 Cross functions or behaviors problem that still need to be improved regarding "EFFECTIVE COMMUNICATION" in your organization. Discuss and develop an Action Plan to solve the problem using the template in the next slide Present the results in front of the class