Emotional Intelligence
Anuj Jindal
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Table of Contents
EMOTIONAL INTELLIGENCE 4
Emotions can be both positive and negative 4
Intelligence 5
Emotional Intelligence 6
Need / importance 6
History 7
Goleman’s findings 7
Goleman’s dimensions of emotional intelligence in the workplace 7
Case for EI 8
Case against EI 8
Models of EI 9
Ability Model 9
Mixed Model 10
Trait Model 11
How to manage Emotions: 13
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EMOTIONAL INTELLIGENCE
Emotional intelligence has two conceptual components, “emotions & intelligence”
Let’s examine both of them separately.
Emotions have traditionally been defined as an instinct, which should be subdued
or suppressed. But modern theorists have defined emotions as an expression of
self-personality which results in the development and enrichment of a person.
Emotional expression is a powerful tool of communication.
It is understood that emotions are generated from the heart and rational thinking
comes from the head.
Emotions can be both positive and negative
POSITIVE DESCRIPTORS
EMOTIONS
Love/affection Acceptance, Adoration, longing, devotion, infatuation.
Happiness/joy Cheerfulness, Contentment, bliss, delight,
Amusement, enjoyment.
Surprise Amazement, wonder, astonishment, shock.
NEGATIVE DESCRIPTORS
EMOTIONS
Fear Anxiety, Alarm, apprehension, concern, fright, terror.
Sadness Grief, disappointment, sorrow, gloom, despair,
suffering, dejection.
Anger Outrage, Hostility, irritability, wrath, indignation.
Disgust Contempt, disdain, abhorrence, revulsion, distate.
Shame Guilt, remorse, regret, embarrassment, humiliation.
Each of these emotions are common in workplace. For instance
• Ishan is disgusted with favoritism which is shown to his colleague chaitanya
while assigning projects to him.
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• Sarah feels happy when her boss comments in front of the sales team that
she just landed the biggest contract of the year.
Intelligence
Intelligence has been defined in many ways: the capacity for logic, understanding,
self-awareness, learning, emotional knowledge, reasoning, planning, creativity,
critical thinking, and problem-solving. More generally, it can be described as the
ability to perceive or infer information, and to retain it as knowledge to be applied
towards adaptive behaviors within an environment or context.
Intelligence is most often studied in humans but has also been observed in both
non-human animals and in plants despite controversy as to whether some of these
forms of life exhibit intelligence. Intelligence in computers or other machines is
called artificial intelligence.
Intelligences Characteristics
Logical Processes analytically , calculates ,
quantifies
Verbal Thoughts through work
Interpersonal Understands others, processes through
interaction
Intrapersonal Thinks in quiet ,likes to be alone , goal
oriented
Visual Uses mental models , thinks three
dimensionally
Musical Sensitivity in pitch , melody , rhythm ,
found in both performers & listeners
Bodily / kinesthetic Physical movement involves whole body
,processes by jumping or dancing
Naturalist Needs to be with / survive in nature
Existential Not religion per se , knows why he or she
is here , personal mission
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Emotional Emotionally mature , recognizes own
anger , reacts to emotions of self & others
Emotional Intelligence
• Emotional intelligence (sometimes called EQ) is the ability to understand,
use, and manage our own emotions in positive ways to relieve stress,
communicate effectively, empathize with others and overcome challenges
• It can also help to connect with our feelings, turn intention into action, and
make informed decisions about what matters most to us.
• EI helps to build relationships with people and get along in different situations
and thus command respect in the group.
Need / importance
• Till the 1970s, Intelligence quotient (IQ) was taken as the sole determinant of
success. But, it was realised that IQ is not enough to achieve success &
happiness in one’s life.
• The term “emotional intelligence” was developed to identify a person’s social
and personal abilities. It was realized that intelligence alone does not define a
person’s success.
• The Emotional quotient was thus combined with Intelligence Quotient to form a
new term called EQ or emotional quotient. IQ and EQ exist in tandem.
• High EI can help us to sail smoothly in the complexities of the workplace,
ultimately helping us to excel in our career
o Uncontrolled stress can lead to various health problems like high
blood pressure, heart attack etc .Thus it’s very important to manage
stress.
o By understanding our emotions and how to control them, we are better
able to understand others’ emotions & feelings which allows us to
communicate more effectively & build good relationships with others.
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History
• In 1990s, two psychologists Mayer and Salovey developed their first theory
of emotional intelligence (EI), which subsequently became popularized by
Daniel Goleman. He published a book named emotional intelligence in 1995.
• He defines emotional intelligence as the capacity for recognizing our own
feelings & those of others, for motivating ourselves and for managing emotions
well in ourselves & in our relationships.
Goleman’s findings
• Goleman also made a clear distinction between IQ & EI. He pointed out that
both these constructs are not the same but also not necessarily opposite from
one another.
• He believed that brain pathways may help process EI
• He says that IQ is related to neocortex whereas EI draws from inner
subcortex which is associated with emotional impulses.
• He also says that EI seems to be largely learned & it continues to
develop as we go through life & learn from our experiences
• According to him, IQ is largely inherited & fixed but in EI personality,
behavioral theories & learning play an important role .
Goleman’s dimensions of emotional intelligence in the workplace
1. Self-awareness: It is understanding of own self & knowledge of true feelings
at the moment. Example- Sarah recognises that she is very annoyed so she
decides to cool down her anger before making any important decisions.
2. Self-management: It involves handling one’s own emotions rather than
hindering the task at hand, shaking off negative emotions & getting back on
constructive track for problem’s solutions. Example- Hina holds back her
impulse to become visibly upset & raise her voice at the customer’s unfair
complaint & tries to get more facts on what happened.
3. Self-motivation: It involves overcoming negative emotional impulses &
delaying gratification to attain desired outcome. Example- Peter successfully
completed the project in spite of various frustrations like lack of resources & no
top management support.
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4. Empathy: It involves being sensitive to the feelings of others & being able to
sense what others feel & want.
Example- Bhavika, head of finance department found that all team members
were tired & exhausted, so she took them for bowling during break & ordered
some refreshments for them.
5. Social skills: It includes ability to read social situations, smoothness in
interacting with others & forming a network.
Example- Anurag guessed from non-verbal clues that his staff members were
not convinced from the company’s new policy that he presented in the
meeting, so after their meeting was over he visited each of them to explain
about its benefits.
Case for EI
• Intuitive appeal – people who can detect emotions in others, control their own
emotions & handle social interactions well will have powerful leg up in the
world. People with high EI can deliver more in business than people with low
EI.
• EI predicts criteria that matter – Studies have predicted that people who are
able to predict other’s emotions are valuable to the organization. EI is
correlated with job performance.
• EI is biologically based – People who suffer neurological damage score
lower on EI & make poorer decisions than people who are healthier in this
regard.
Case against EI
• EI is a vague concept - Different researchers focus on different skills, making
it difficult to get a definition of EI. some focus on self-motivation while others
focus on self-discipline making the concept of EI broad & its components
variegated.
• EI can’t be measured – Measures of EI are diverse , some test have right &
wrong answers while some tests don’t have right & wrong answers .
• The validity of EI is suspect – EI appears to be highly correlated with
measures of personality, especially emotional stability, once you control these
factors, EI has nothing unique to offer.
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Models of EI
• Emotional intelligence has been defined by Peter Salovey and John Mayer, as
"the ability to monitor one's own and other people's emotions, to discriminate
between different emotions and label them appropriately, and to use emotional
information to guide thinking and behavior".
• This definition was later broken down and refined into four proposed abilities:
perceiving, using, understanding, and managing emotions.
• These abilities are distinct yet related.
• Emotional intelligence also reflects abilities to join intelligence, empathy and
emotions to enhance thought and understanding of interpersonal dynamics.
• However, substantial disagreement exists regarding the definition of EI, with
respect to both terminology and operationalizations.
Currently, there are three main models of EI:
1. Ability model
2. Mixed model (usually subsumed under trait EI)
3. Trait model
Ability Model
Salovey and Mayer's conception of EI strives to define EI within the confines of the
standard criteria for a new intelligence.
According to them, EI is "the capacity to reason about emotions, and of
emotions, to enhance thinking. It includes the abilities to accurately perceive
emotions, to access and generate emotions so as to assist thought, to understand
emotions and emotional knowledge, and to reflectively regulate emotions so as to
promote emotional and intellectual growth."
The ability-based model views emotions as useful sources of information that help
one to make sense of and navigate the social environment.
The model proposes that individuals vary in their ability to process information of an
emotional nature and in their ability to relate emotional processing to a wider
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cognition. This ability is seen to manifest itself in certain adaptive behaviors. The
model claims that EI includes four types of abilities:
1. Perceiving emotions – the ability to detect and decipher emotions in faces,
pictures, voices, and cultural artifacts—including the ability to identify one's
own emotions. Perceiving emotions represents a basic aspect of emotional
intelligence, as it makes all other processing of emotional information possible.
2. Using emotions – the ability to harness emotions to facilitate various
cognitive activities, such as thinking and problem-solving. The emotionally
intelligent person can capitalize fully upon his or her changing moods in order
to best fit the task at hand.
3. Understanding emotions – the ability to comprehend emotion language
and to appreciate complicated relationships among emotions. For example,
understanding emotions encompasses the ability to be sensitive to slight
variations between emotions, and the ability to recognize and describe how
emotions evolve over time.
4. Managing emotions – the ability to regulate emotions in both ourselves
and in others. Therefore, the emotionally intelligent person can harness
emotions, even negative ones, and manage them to achieve intended goals.
The ability EI model has been criticized in the research for lacking face and
predictive validity in the workplace. However, in terms of construct validity, ability
EI tests have great advantage over self-report scales of EI because they compare
individual maximal performance to standard performance scales and do not
rely on individuals' endorsement of descriptive statements about themselves.
Mixed Model
The model introduced by Daniel Goleman focuses on EI as a wide array of
competencies and skills that drive leadership performance. Goleman's model
outlines five main EI dimensions:
1. Self-awareness – the ability to know one's emotions, strengths, weaknesses,
drives, values and goals and recognize their impact on others while using gut
feelings to guide decisions.
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2. Self-regulation – involves controlling or redirecting one's disruptive emotions
and impulses and adapting to changing circumstances.
3. Social skill – managing relationships to get along with others
4. Empathy – considering other people's feelings especially when making
decisions
5. Motivation – being aware of what motivates them.
Goleman includes a set of emotional competencies within each construct of EI.
Emotional competencies are not innate talents, but rather learned capabilities
that must be worked on and can be developed to achieve outstanding
performance. Goleman posits that individuals are born with a general emotional
intelligence that determines their potential for learning emotional competencies.
Measurement tools under Mixed Model
Two measurement tools are based on the Goleman model:
1. The Emotional Competence Inventory (ECI), created in 1999, and the
Emotional and Social Competence Inventory (ESCI), a newer edition of
the ECI was developed in 2007.
2. The Emotional Intelligence Appraisal, which was created in 2001 and
which can be taken as a self-report or 360-degree assessment.
Trait Model
Trait EI is "a constellation of emotional self-perceptions located at the lower levels of
personality."
In lay terms, trait EI refers to an individual's self-perceptions of their emotional
abilities. This definition of EI encompasses behavioral dispositions and self-
perceived abilities and is measured by self-report, as opposed to the ability based
model which refers to actual abilities, which have proven highly resistant to scientific
measurement.
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It is said that effective leaders are alike in critical way; they all have a high degree of
emotional intelligence. Emotional intelligence is necessary or the sine qua non of
leadership. Till 1970s, Intelligence quotient (IQ) was taken as the sole determinant
of success. The term “emotional intelligence” was developed to identify a person’s
social and personal abilities. It was realized that intelligence alone does not define a
person’s success.
Emotional quotient was thus combined with Intelligence Quotient to form a new term
called EQ or emotional quotient.
(IQ = mental age *100/ chronological age)
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How to manage Emotions:
Self • ability to evaluate oneself in light of
emotions and feelings.
awareness
• control does not mean
Control over suppression. It means identifying
the right emotion and expressing it
emotions at the right time.
Empathy • empathy means putting one’s legs
in another’s shoes
cooperation • collective action
• people who interact on a regular
basis often find themselves in a
Resolving spiral of emotions where conflict is
natural. By managing emotional
conflicts issues, these conflicts can be
managed and resolved.
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