1. What is Emotional Intelligence and Diversity (EID)?

2. Why is Emotional Intelligence and Diversity important?

3. How does EID enhance the effectiveness of individuals, work teams and organizations?

The EID process develops productivity enhancing skills necessary for individuals to increase openness to differences, trust, deal more constructively with conflict and anger, and enhance creativity. In doing so it reduces powerful saboteurs in the business environment such as:
• Negative attitudes
• Resistance to change
• Lack of trust
• Burnout
• Disrespectful treatment

4. Why should organizations spend precious resources of time and money on EID?

Technological competence is the universal leveler in the business world. An organization's only competitive edge is the spirit, commitment, talent and teamwork of its employees. Emotions that are poorly dealt with lead to disappointing results and ineffectiveness. For example, one study showed three primary causes of derailment in executives to be: • Difficulty in handling change • Inability to work in a team • Poor interpersonal relations (Center for Creative Leadership) EID FAQ

On the other hand, research demonstrates that training in emotional competence resulted in the following gains: • 80% reduction in grievances • 50% reduction in lost time accidents • 17% increase in production (Pesuric & Byham/Porras & Anderson)

5. Who is EID for?

EID has something to offer everyone from the CEO to entry level employees. Learning can be used by individuals for their own growth and development, both professionally and personally. It also has strong application to work team development. EID training can be tailored to specific roles and jobs such as management, sales or customer service.

6. How is EID different from other programs on Emotional Intelligence?

This EID development program involves a sequential process that leads to real change, building from one session to the next and presented through a variety of learning methods. The EID system uses workshop sessions, one-on-one coaching, individualized assessment, personal workbooks and self-paced learning that focuses on both insight and action. It offers flexibility in scheduling and customization in content. The recommended process is four one-half to full-day sessions conducted at two to four week intervals, with coaching sessions and individual workbook assignments between sessions.

7. What are the obstacles to implementing this program?

Participants universally rave about the content and process and its power to transform them. Their biggest concern is the commitment of time. Organizations that are determined to reap these benefits have found creative and flexible ways to schedule this program to overcome the ever present time dilemmas. The other common obstacle relates to the willingness of individuals to be open and engage in self exploration. This self-disclosure is sometimes difficult, particularly when done with fellow employees and colleagues. However, as corny as it sounds, there is no other way to develop the emotional intelligence necessary for satisfaction and fulfillment.

8. If EID is so great, why isn’t everyone doing it?

• Money is seldom the issue, but time is a major factor.

Some leaders in organizations doubt the connection between work group climate, emotional intelligence and productivity.

• EID development requires a strategic perspective and proactive approach. Organizations that are reactive and focused on fire fighting usually cannot see their way clear to invest in this process.

• It is a program for organizations that want to self-actualize and hyper-perform rather than being content just to survive. EID FAQ Page 3

9. What does EID require from organizations in order to be effective?

• Visionary leadership that focuses on long-term results rather than immediate gratification

• Commitment to making EID a priority through the allocation of time and money

• Leaders who walk the talk, whose actions demonstrate an appreciation of differences, who model dealing with emotions in a healthy way and who hold others accountable for the same

• Making it a priority to release employees for this development process

10. What results have you seen that justify this commitment?

Top level managers at UCLA Medical Center participating in our EID program reported the following results upon completion of the process:

• 42% enhancement in customer service

• 25% improvement in dealing with hot buttons

• 20% improvement in ability to deal with change

• 19% improvement in ability to deal with conflict

11. What differences can we expect if our organization implements this program?

• More operational efficiency as interpersonal conflict is reduced

• Enhanced communication as hoarding of information is lessened

• Cultivation of differences that leads to increased creativity and better decisions

• Individual employees who are fully committed and gladly give their all

12. Why can your organization not live without implementing the EID process?

Organizations that want to remain on the cutting edge and stand out from the crowd need to do what others do not. They will be rewarded with a more harmonious, satisfied and productive workforce that gives full commitment to the success of the organization.