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RESULTS
Developing Emotional Competence™ Program
Mid-size Transportation System Organization's
Leadership Development Curriculum
Introduction
From July 2004 through January 2005, a Developing Emotional Competence Program was facilitated for a group of high-potential employees of a mid-sized transportation system. Twenty-four participants were trained. The program included a pre-program presentation, pre and post program surveys, pre-program interviews, a one-day developmental session, post program coaching sessions, impact interviews, and a final report. Nine participants (38% sample) participated in the end of course impact interviews. Following is a summary of the results.
Results
Post-Training Coaching
The findings of the post-training coaching sessions are consistent with those of other Developing Emotional Competence Programs facilitated for other organizations. The coaching sessions revealed that participants were using the techniques in a wide variety of situations to help them achieve a wide variety of purposes. Some of those situations are listed below.
- To focus on job details
- To be calmer and clearer
- To eliminate procrastination
- To improve/manage relationships
- To appreciate others
- To get to win-win situations
- To be more motivated
- To gain cooperation, respect and demonstrate caring
- To stop blame
- To talk openly and honestly
- To stop frustration
- To examine a project plan
- To resolve conflicts
- To improve own attitude and others
- To understand others
- To manage emotional reactiveness
- To eliminate emotional drain
- To handle unrealistic, threatening situations
- To make choices on how one responds to situations (vs. react)
- To handle fear
- To see the bigger picture
- To be more positive
- To make better decisions
Personal and Organizational Quality Assessment-Revised (POQA-R)
The POQA-R is a self-report inventory designed to reflect the key psychological and workplace elements or constructs that contribute to overall quality of an organization. The instrument provides a concentrated yet comprehensive assessment in two main topic areas: Personal Quality and Organizational Quality (Institute of HeartMath and Caring Management Consulting, "POQA-R Personal and Organizational Quality Assessment - Revised," 1999-2002). The POQA-R was administered pre and post program.
24 participants responded to the pre-program survey and 14 responded to the post-program survey. There are dramatic improvements in 6 of the 10 personal constructs with a movement from below average to above average. One personal construct, Gratitude, experienced a decline. While not as dramatic of a shift, 6 of the 14 organizational constructs experienced a positive movement from below average to above average with all 14 organizational constructs showing a positive shift.
Figures 1 and 2 (following) present the total group improvements.
Impact Interviews
The Impact Interview participants provided specific examples of how they were using the techniques taught in the program during one-hour, individual, face-to-face interviews. Figure 3 below depicts the range and average improvements in Personal Goal areas reported by all Impact Interview participants.
Conclusions
Level 3 Impact - Many Participants Are Experiencing Significant Benefits
Use of Techniques On-the-Job
The results from the coaching sessions, the POQA-R, and the Impact Interviews indicate significant improvement among those who are using the techniques. It's important to note that the results (both small and large) of using the techniques have a cumulative effect on the user and, in most cases, on those who interact with the user. The effects are similar to those of a single drop of water in a still pond. The ripples not only touch the user and the other person, they subsequently affect, in a positive way, other people that person interacts with later at work or at home.
Level 4 Impact
Impact of Use of Techniques on Personal and Organizational Measures
There is a very large positive Level 4 impact on the organization. Some examples show that participants are...
- resolving conflict more quickly and efficiently.
- handling tasks more efficiently.
- getting more work done themselves.
- better prioritizing to meet deadlines.
- experiencing less anxiety when faced with a challenging task.
- achieving a greater comfort level in conversation with superiors.
- building stronger relationships through appreciation and gratitude.
- experiencing greater motivation on the job.
- feeling more energized to get through their day.
- facing difficult situations and challenges as opposed to avoiding them.
- less frustrated by people and situations.
- achieving professional and personal key milestones.
- using the techniques to solve performance problems of their people.
- making more effective (efficient + caring) decisions.
- changing their own and other people's attitude for the better.
- getting more cooperation from people.
- improving their health.
Below are a few of the many Impact Interview statements reflecting a positive Level 4 impact on the organization.
Goal: Manage Emotional Reactiveness
- This is a big thing. Since I deal with employees daily, when they become hot tempered and fired up, my first reaction is to scream back. Now I think about what they are saying and respond in a calm manner. I used to bicker back and now, when I don't, they don't know what to do. It helps quite a bit. I take all the other static out and focus on what the employee did do and didn't do and why. This saves time and saves emotion and keeps the tempo of the day even keeled. It doesn't take an hour to recover. It improves time, productivity, stress level, the whole enchilada.
- Yes. I have a lot of situations. The drivers are pieces of work. Everyday it's something. If they are in a bad mood, they will dish it on others. I used to blow-up and counter-attack. Now I do a quick Freeze-Frame® technique, listen to the gripe, and discuss the situation. Or I just take it in and let the person vent and they go on their way. When I used to react, It would trigger them. I do that daily (use this technique), and it has helped me greatly with my emotions. They think I have mellowed out because I'm going to another job - like I don't care anymore (although that's not the case). They can tell something is different. They don't believe I have learned to manage my emotions. It's great. I love it. I was pretty skeptical - if they can change me, it would be a wonder. I was short-tempered and aggressive.
Goal: Reduce Stress and Worry
- I've had noticeable improvements. I give credit to the techniques and wonders of medicine. My blood pressure is now very low and I may reduce my medication.
Goal: Personal Productivity
- This goes along with (reduced worry). You concentrate on what needs to get done without the garbage. Now I'm able to pass proper, understandable information and delegate issues and problems. Now I approach people in a calmer manner and demeanor. And they are happy to do it ...
- I'm a lot better. Using tools, I stay calmer and think better. It helps me to keep moving along to get projects done in a more timely manner. When I'm frustrated, I stay there until I calm down. These tools help you to calm down or not get upset and keep moving. I'm not pacing the floor upset. It helps me get different reports done faster.
Goal: Increase Change Flexibility
- I've improved greatly. I'm very open to change and quick to respond in terms of trying things. I was much more regimented in terms of thinking, "I'm right and you're wrong." - particularly with a diverse opinion. There were times with my spouse with an issue and I would be convinced my way was the only way possible. My spouse would bring in an alternative, and I wouldn't consider the alternative because I valued my opinion more than someone else's. My spouse has made a comment that I'm much more open to ideas. In the past if had considered someone else's idea and it didn't turn out, I was very quick to point fingers. I am not doing that now.
- My recovery time on change has improved greatly. I take change so much differently now. I used to be the first one to nag about it and say, "It's not going to work." Now I'm right away trying to motivate others with the change.
Goal: Resolve/Manage Conflict
- This is huge. I used to thrive on the conflict, now I avoid it. It's a daily issue. Now I will talk between dock guys and drivers. Now we're not yelling and throwing stuff. It would get ugly sometimes - wrestling matches at times. Drivers are rough around the edges and can get pushy/feely. I was always the first one to step up. This hasn't happened in awhile. Arguments don't break out now. I let people vent and explain why (issue is they way it is) or I don't say anything (just let them vent and be heard).
Did We / Are We Achieving the Purpose of the Program?
The answer is "Yes." particularly for those who are using the techniques on a regular basis. Most of the participants are using two or three techniques either regularly or as needed. For some, use of the techniques has become a part of the way they lead and who they are. A small number of participants may not be using the techniques on a regular basis. They may have chosen not to practice the use of the techniques or they may have found it difficult to remember to use them.
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