Emotional Intelligence

In a recent Franklin Covey publication, I was re-introduced to a story that I had heard in the past. Somehow, this time, it had a new application.

The story, recorded in the book Emotional Intelligence by Dr. Daniel Goleman, is based on a research study conducted by Walter Mischel during the 1960s. The purpose of the study, which used preschoolers as subjects, was to ascertain the willingness of children to be disciplined and patient when presented with a greater reward. In short, each child was offered a marshmallow and was told that if he or she could wait until the researcher returned in about 15 or 20 minutes (leaving the child alone but observed), without eating the marshmallow, the child could earn an additional two marshmallows.

The study revealed what you might expect. Some children could wait it out, anticipating that the end result was a greater reward than the short-term temptation. Others tried to bend the rules, sniffing, licking and even nibbling at the marshmallow one bite at a time. Some kids tried to keep themselves occupied, so they would not be as tempted by the marshmallow in front of them.

What Mischel found, Goleman reported and Covey reminds us is that when these same children were followed and revisited later in life, they remained true to their initial tendencies. “The kids who had the patience and discipline (impulse resistance) to not eat the marshmallow during the experiment showed characteristics later in life that proved to make them more successful, emotionally and intellectually, regardless of their chosen pursuits.”

Emotional intelligence is not new, as this study clearly indicates. However, the business application of emotional intelligence is gaining attention. Can emotional intelligence help you and your business team perform better? Can emotionally intelligent people be better problem-solvers? Absolutely! The Franklin Covey organization has found that the best business developers and consultants are those with a high level of emotional intelligence. Those who “can resist the impulse to talk about the solution (the adult version of the marshmallow)” are more likely to earn more business with a client rather than just the low-hanging fruit in front of them.

It is a natural tendency to be solution-focused. However, as emotionally intelligent individuals, if we keep an open mind and further explore the full nature of the situation and its nuances, we are more likely to provide better (and more) service to our customers.

re-S.H.A.P.E. your thinking.™
Clifford A. Bailey