EMOTIONAL INTELLIGENCE
Executive summary.3
Introduction.3
A critical review of emotional intelligence..4
Components of emotional intelligence at work4
A non-directional cycle of components of emotional intelligence.5
Emotional intelligence; my personal experience.5
Analysis of the impact of emotional intelligence on my personal experience6
Strategies for developing emotional intelligence in the work place7
Conclusion8
Graphical representation of emotional intelligence in the work place.10
A quick analysis of the graphical representation..10
Psychometric display of emotional intelligence..11
Reference..12
Executive Summary
Personality and emotions have a significant effect on the performance of individuals in the workplace; employers and employees alike. Their level of emotional intelligence dictates their ability to deal with challenging situations in the most efficient ways.
- Over the years, the impact of emotional intelligence on the performance at work has been overlooked.
- With the onset of Goleman’s research, its impact has been clearly seen and exploited to ensure organizational success.
- A discussion of my own experience in relation to the concepts explored gives a clear analysis of emotional intelligence.
- Ways of ensuring emotional intelligence is exploited by employers, employees and customers have been explored in this report.
Introduction
Organizations constantly explore ways of ensuring a high productivity of their employees to ensure success is achieved in their activities. The success of a company is largely dependent on the management, employee and customers. Employees perform based on their technical skills, emotional disposition and cognitive abilities. Technical skills are acquired through training and experience whereas cognitive abilities depend on an individual’s IQ level and the ability to reason analytically (Goleman, 2004).
A Critical Review of Emotional Intelligence
Throughout his research Goleman provides that the qualities previously associated with workplace success are not sufficient (2002). According to Goleman (1998), the criteria for success in the workplace are dependent on the emotional intelligence level of every employee. The effective use of emotional skills translates into business success; the selection of potential employees should be based on their intelligence (Kiracofe, 2012).
Components of Emotional Intelligence at Work
Workplace intelligence focuses on five main components in Goleman’s view (2002).
- Self-awareness is a component that enables an employee to identify and deal with his own mood changes and urges. He is also able to realize the effect his emotions have on other people.
- Subsequently, self-regulation focuses on the ability to control moods and impulses that may be displayed towards subjects. Before reacting to a situation, a person should be able to weigh a situation instead of passing fast judgments (2002). This ensures he or she has all the facts right before making a decision regarding a situation at hand.
- The aspect of motivation focuses on the passion to perform activities for a purpose beyond monetary benefits or recognition (Poskey, 2013). Individuals with this quality display optimism even when faced with a challenging situation at work.
- Empathy is a quality allowing an individual to feel and understand the emotions of other people thus know how to deal with them (Goleman, 1998).
- Last but not least, social skills are an integral part of emotional intelligence (Poskey, 2013). An employee who has the ability to build and manage relationship networks between him and the; employers, co-workers, and customers is an asset to the organization.
A non-directional cycle of components of emotional intelligence
Emotional intelligence; my personal experience
One Monday morning, my boss walked into the office and summoned me. He enquired about the project I was put in charge of and why it was not complete. Though the deadline was not until another 48 hours, he didn’t stop to listen to my explanation. Instead, he went on to accuse me of inefficiency, and that I should not wait for the deadline to submit the work. Feeling frustrated by the reprimand, I called the team involved in the project. A member of the group had not done his part; instead of listening for a reason, I made him do the rest of the work on his own as a punishment for his incompetence. Later in the day information reached me that his actions had not been intentional, but a result of a family emergency he could not avoid. I felt guilty for victimizing him without letting him explain his situation. The mood in the office seemed to have changed and I felt guilty for projecting the anger caused by the boss onto my juniors.
In my job as a stock market regulator, I observe transactions made by stock market investors through a program to ensure they are in line with the set standards. In a particular incident, I noticed an investor make a quick sale of stock on realization that the news aired would affect their value and make it rise. Contrary to the previous purchase made, he decided to double up the stock value and sold them earning thousands in profits. This is a criminal practice, and I immediately embarked on the filing of a case against him.
Analysis of the impact of emotional intelligence on my personal experience
The reaction by the boss, my juniors and I is evidence of a lack of emotional intelligence. Leaders should control their emotions to avoid letting it out on others as this affects their overall performance. They should show empathy by giving them an opportunity to explain their failures (Goleman, 1998). In case of failures, they should provide positive criticism and helpful suggestions. I should have been able to understand the boss’ reaction was not intentional but as a result of emotions thus not take it personally. In my case, I should strive to maintain a friendly environment to facilitate interaction with my juniors as this will help me understand them and the situations they may face (Rothman, 2002). It is my responsibility to keep track of the progress of the project to note any issues early. The employees should strive to eliminate the cycle of emotional blame game the organization. They should work hard to meet deadlines on time. Office gossip should be avoided as it only creates division. This example explores the issue of inability to deal with our own personal problems. This interferes with the management process as the boss projects his emotions to the manager who in turn lets it out on his juniors. This vicious cycle continues affecting every aspect of the organization.
Earlier in my work, I had little patience in dealing with the stock market offenders, but with time I realized the need to exercise more patience and intelligence in handling them. The stock market investor’s actions where criminal and provoked my anger against him. I however, controlled the anger and the urge to have him punished to ensure I followed the correct procedure in acquiring enough evidence to use against him. During the investigation and interview process I smiled and maintained an air of friendliness. He cooperated and confessed his actions in manipulating the stocks. In the end, I acquired enough information to guarantee conviction and punishment for his crime. This situation focuses on the impact pre-defined opinions can cloud a manager’s ability to reason and make an informed judgment; a major issue in management. The lack of emotional intelligence would have made my hate for criminal activities evolve into anger and irrational decision-making.
Strategies in the development of emotional intelligence in the workplace
Productivity is dependent on the ability to keep emotions in check. They should learn to manage their emotions such as; anger, jealousy, feeling misunderstood, under-appreciated, resentment, insecurity, helplessness and anxiety (Goleman, 2002). There are strategies that can be employed in ensuring employees maximize the use of their emotional intelligence.
First and foremost, one should take the challenges positively; challenges should be an opportunity to improve on skills and performance. Overcoming them may lead to promotions and better provision for family and personal needs. He should be strong and not get crushed under the pressure of work and employers.
According to Goleman (2004), the building of strong relationships at work is important in ensuring the coordination and motivation of co-workers, administration and the clients. This will form a strong source of support for all and make work enjoyable. Though he is likely to face resistance from some of the less cooperative employees, he should not give up on the attempt to create health interaction in the office.
Attitude has a significant influence on how well an employee or leader in an organization performs responsibilities. Having a positive attitude towards work and administration ensures effort towards excellence instead of complaining. Goleman (2004) states that establishing a control of your emotions ensures effective performance. Avoid office gossip and bad comments about the boss as this harms the relationship and has a negative influence on other employees who can easily be swayed. Everyone should learn to take responsibility for their failures. In the case of success, employees should appreciate congratulations and continue with their work. It is inappropriate to linger on one’s achievements (Huppke, 2013).
Conclusion
The control of our emotions is crucial in ensuring we work productively on our own as well as with others. In reference to the management issue analyzed in the examples provided earlier, there are actions I recommend based on my experience in the managerial position.
- The organization should organize training sessions in which all employees are sensitized on the benefits of developing their emotional intelligence. They should be taught interpersonal skills and how to incorporate body language and non-verbal processes in their work. They will be able to understand how it will improve their performance and personal development in dealing with various situations. They will learn how to manage emotional changes such as anger and frustration; with the correct body language, gestures and facial expression they will avoid affecting others negatively.
I have observed many cases where work place activities are interrupted by aggressive outbursts by individuals; such occurrences provide an opportunity to exercise the learnt skills.
- The organizations should consider the opinions and suggestions made by its employees concerning various issues within the workplace. This can be done through setting aside enough time to engage in the discussion of complex issues. This will make employees feel their contributions are valued and thus try to do their best.
- The organization should embrace the concept of emotion in the selection of candidates for job positions and promotions according to Goleman (1998). This can be done through psychometric tests done by organizational psychologists. These tests will help administrators be aware of individual personalities thus taking this into consideration during the allocation of responsibilities. An employee with a high score will work well in the customer care section for instance. It is also useful in pairing leaders with their team members who have matching personalities to minimize conflicts. The progress of an organization is dependent on the personality and emotional disposition of employees.
Graphical representation of emotional intelligence in the work place
A quick analysis of the graphical representation
In the level of SELF, an individual displays self awareness characterized by confidence, awareness and application of accurate self assessment strategies. This is the foundation on which the other levels are built. In the TEAM level the individual displays healthy social skills in coping with co-workers through; empathy, positive influence and persuasion, conflict resolution and motivational skills. At the ORGANIZATIONAL level, he displays a clear understanding of the company’s objectives through his emotional display and actions. This is evident through; inspirational leadership, provision of quality services, initiative and the drive to succeed.
Psychometric display of emotional intelligence
The development of self awareness enables an individual to understand himself and carry out effective self assessment. This will trigger a healthy association with co-workers as a result of social awareness. This is displayed through the skills of empathy and service orientation according to Psychometric Success (2013). Self awareness also facilitates effective self management through the acquisition of skills such as; self control conscientiousness, trustworthiness, initiative and the drive to excel.
References
Goleman, D. (1998). Working with Emotional Intelligence.
Goleman, D. (2002). Primal Leadership: Realizing the power of emotional intelligence in organizations. Harvard Business School.
Goleman, D. (2004). What Makes a Leader? Retrieved March 7, 2013 from http://www.hbr.org/2004/01/what-makes-a-leader/ar/l
Huppke, R. (2013). Do Emotions have a Place in the Office? Chicago Tribune: Business, Retrieved March 7, 2013 from http://www.chicagotribune.com
Kiracofe, P. (2010). Emotional Intelligence in the Workplace. Articles Base, Retrieved March 8, 2013 from http://www.articlesbase.com/training-articles/emotional
Poskey, M. (2013). The Importance of Emotional Intelligence in the Workplace: Why it matters more than personality. ZeroriskHR, Inc. Retrieved March 8, 2013 from http://www.zeroriskhr.com/articles/emotionalintelligence.aspx
Psychometric Success (2013). Emotional Intelligence in Business, Retrieved March 7, 2013 from http://www.psychometric-success.com
Rothman, W. A. (2002). Developing Emotional Intelligence in the Work Place. The Five O’Clock Club, Retrieved March 8, 2013 from http://www.fiveoclockclub.com/2002/09/developing-emotional-intelligence-in-the-work- place/
