Administration

1. E M OT I ON A L I N T E L L I G E N C E
Out lines:
 Introduction
 Definition of emotional intellegence.
 Important of emotional intellegence
 Components of emotional intellegence
 Models of emotional intelligence :
-Ability model
Mixed model
Trait model.
 Ways to improve emotional intellegence.
Examples of emotional intellegencein workplace.
 Reference
Introduction.
Emotional intelligence is the ability to properly monitor and
manage your emotions in an intelligent way in order not to let
them take over you or to affect your decision making
process. Emotional intelligence is also the ability to know or
to understand the emotions of others in order to know the
reasons behind their behavior and so be able to better
communicate with them.

2. Emotional intelligence (otherwise known as emotional quotient or EQ)
is the ability to understand, use, and manage your own emotions in
positive ways to relieve stress, communicate effectively, empathize with
others, overcome challenges and defuse conflict.
Important of emotional intellegence:
 People with higher emotional intelligence are more adaptable to
change.
 In addition, leaders with higher emotional intelligence tend to have
happier employees who then stay longer,
 reducing the costs of attrition, and try harder
 , increasing productivity.
 Companies that are hiring want to make sure they choose job
candidates who will mesh well with existing teams. As a result,
about 20 percent of organizations are now testing for emotional
intelligence as part of their hiring processes. Even the smartest
person needs good people skills to succeed these days. A high IQ
alone is no longer enough.
 A high EQ helps individuals to communicate better.
 , reduce their anxiety and stress.
 , defuse conflicts, improve relationships,
 empathize with others, and effectively overcome life's challenges.

3. Components of emotional intelligence
Self-Awareness
This is the ability to recognize and understandones moods,motivations,
and abilities. Also understanding the effects they have on others.
Goleman says to achievea state of complete self-awareness,an
individualmustbe able to monitor their emotionalstate and identify their
emotions.
Traits thatprove an individualas emotionally matureinclude:
confidence,the ability to laugh at ones self and their mistakes,and the
awareness of how you are perceived by others.
Example:By reading the reaction of someone else,you know how you
are perceived by them.
(Goleman)
Self-Regulation
This is the ability to control ones impulses, the ability to think
before you speak/react, and the ability to express yourself
appropriately.
Goleman defines emotional maturity in this component as
being able to take responsibility for your actions, being able to
adapt to change, and the ability to respond appropriately to
other peoples irrational emotions or behavior.
Example: If someone is screaming at you, you know that they
are not always angry at you. You have the ability to understand
they may be angry at a particular situation and feel they need to
take it out on someone. You do not take this personally or react
angry back.
(Goleman)

4. Motivation
This is having an interest in learning and self-improvement.
It is having the strength to keep going when there are
obstacles in life.
It is setting goals and following through with them. Goleman
would define an emotional mature individual in
this category to have traits such as having initiative and the
commitment to complete a task, and having perseverance in
the face of adversity.
Example: One who chooses internal motivation driven goals
instead of exterior motivation driven goals.
Internal motivation driven goals are things such as earning a
college degree or becoming a healthier person; things that
show self improvement.
Exterior motivation driven goals are things that flaunt wealth
or status.
This is setting goals such as having the next newest and
nicest car.
Example: If a student fails a class, they see this as an
opportunity to learn and retake the class without self doubt.
They do not let failure get in the way of their goal.
(Goleman)

5. Empathy
This is the ability to understand other peoples emotions
and reactions. Empathy can only be achieved if self-
awareness is achieved. Goleman believes that one must
be able to understand themselves before they can
understand others. Emotional maturity in
this category includes people having traits such
as perception of others, being interested in other
peoples worries and concerns, the ability to anticipate
someones emotional response to a problem or situation,
and the understanding of societies norms and why
people act the way they do.
Example: Being able to understand cope with someone
elses hardships or sadness. When you fully understand
yourself and why you feel the things you feel, you can
understand other peoples even if they are different than
you.
(Goleman)
Social Skills
This is the ability to pick up on jokes, sarcasm,
customer service, maintaining friendships and
relationships, and finding common ground with others.
Goleman states that emotional maturity in this
component defines someone who has good
communication skills, good time management, the
ability to be a leader or manage a group of people, and
the ability to resolve difficult situations or conflicts
using negotiation or persuasion.
Example: Someone in a "boss" position usually has a
good grasp on handling all different types of
personalities. If two of their employees are having a
conflict, they can find common ground and resolve the
issue in a civilized and fair manner.
(Goleman)

6. Models of emotional intellegence
include the ability model,
the mixed model,
and the trait model.
1-Ability model
Salovey and Mayer's conception of EI strives to define EI within
the confines of the standard criteriafor a new intelligence.
Following their continuing research, their initial definition of EI
was revised to "The ability to perceive emotion, integrate
emotion to facilitatethought, understand emotions and to
regulate emotions to promote personal growth.
CreThe 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 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–

7. the ability to harness emotions to facilitate various cognitive
activities, such as thinking and problem-solving. The emotionally
intelligent person can capitalizefully 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 betweenemotions, and the ability to recognize and
describe how emotions evolve over time.
4. Managing emotions
Trait model.
– 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.
This is one of the most recent models published in 2009 by Petrides
and his colleagues. It breaks away from the previously mentioned
emotional intelligence as an ability-based construct and establishes
that people have as part of their personality, emotional traits or
emotional self-perceptions.

8. Trait Model
Basically, from this model, emotional intelligence is seen as an
individual’s self-perceptions of their emotional abilities, including
behavioral and self-perceived abilities. An alternative label for the
same construct is trait emotional self-efficacy.
These traits aren’t measured in the scientific sense but are instead
measured by the respondent’s self-report. Of course, this assumes
that the respondent is able to accurately describe his or her own
traits. This is measured through the TEIQue (Trait Emotional
Questionnaire). It’s important to note that this model can only be
viewed in conjunction with a comprehensive exploration of a person’s
personality.
Mixed model:
atedThe 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 constructs :
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.
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.

9. Ways to Increase Your Emotional Intelligence
1. Utilize an assertive style of communicating. ...
2. Respond instead of reacting to conflict. ...
3. Utilize active listening skills. ...
4. Be motivated. ...
5. Practice ways to maintain a positive attitude. ...
6. Practice self-awareness. ...
7. Take critique well. ...
8. Empathize with others.
Examples of emotional intellegence in work place:
1. An upset employee finds a compassionate ear
Almost all employees will get upset, have bad moods, argue, and just have bad days. How you
deal with this says a lot about your EQ.
Do you pretend it’s not happening or, worse still, criticise it and tell them to snap out of it?
Compassion and understanding is a sure sign of emotional intelligence in practice. Being aware
of, and responding to, other people’s emotional states shows an understanding that all humans
experience strong emotions and says that a person’s feelings matter.
2. People listen to each other in meetings
Ever been in a meeting when it seems like everyone is talking over each other, trying to get the
loudest or last word? This is not only a sign of egos taking over and a lack of respect for others;
these are also tell-tale signs of a lack of emotional intelligence.
When people are allowed to speak, and others listen, without constant interruptions, it’s a good
sign of EQ at play. It shows a mutual respect between parties and is more likely to lead to a
constructive conclusion in meetings.
3. People express themselves openly
A workplace where people feel confident in speaking their minds, exchanging views, and
expressing their emotions is also demonstrating emotional intelligence. Conversely, where
emotions, thoughts, and opinions remain bottled up, it can become a ticking time-bomb.

10. As long as exchanges are always in a respectful manner, emotionally intelligent people do not get
upset when opinions don’t match their own; they expect diversity and celebrate it. And they are
comfortable in people expressing how they feel because they don’t expect people to behave like
robots at work.
4. Most change initiatives work
Change is an inevitable part of the workplace. How change is managed and responded to will say
a lot about the leadership and their relationships with employees.
Where change is constantly resisted, it may indicate poor management of the initiatives, with a
lack of understanding of their effects on people. If new initiatives are regularly introduced
successfully, it’s a good sign that emotional intelligence has gone into the planning, introduction,
and response to the changes.
5. Flexibility
Flexibility is a key word in organisations today. Building flexibility into the way people work can be
the difference between retaining the best talent and it drifting out the door.
Emotionally intelligent leaders understand the changing demands of others and are prepared to
work with them, rather than trying to impose strict restrictions on how people go about their work.
They don’t expect everyone to work the hours that they do, hold the same priorities, or live by
exactly the same values.
6. People have the freedom to be creative
The creative impulse is a strong one; try to cage it and it will find a way to break free. Depending
on the nature of your organisation, a high value may or may not be placed on creativity, but
creative people will always deem it important, regardless.
Ideally, you have a good match of creative people and an innovative organisation. In this case,
people are allowed the time, space, and freedom to be creative and to march to their own beat to
achieve it.
7. People meet out of work time
Whether it’s colleagues having a chat over the water-cooler, having lunch together, or catching the
train in to work together, these are all signs of social behaviour.
It’s usually accompanied by people having fun and enjoying each other’s company – which helps
to keep stress out of the equation. People forming close bonds like this should be encouraged as
another important element of an emotionally intelligent workplace.