Emotional intelligence by sunitha narsinPresentation Transcript
What is Emotional Intelligence?
Emotional intelligence, also
known as (EI) refers to the
ability to perceive i.e.,
knowing how you feel and
being able to label and feel
the feelings, control (this
does not mean suppress or
stuff, but appropriately
respond and express), and
evaluate emotions (i.e.,
come to an understanding of
the source of the emotions,
what they do to you and how
to harness the power behind
the emotions for good!)
• Emotional intelligence refers to a learned ability to
perceive, understand and express our feelings
accurately and to control our emotions so that they
work for us and not against us.
It is about
• knowing how you and others feel and what to do
• Knowing what makes feel good and what makes feel
bad and how to get from bad to good.
• Possessing emotional awareness sensitively and the
management skills that will help us to maximize our
long-term happiness and survival.
IMPORTANCE OF E.I.
• “ There is nothing either good or bad
but thinking makes it so.” Shakespeare
Knowledge of Emotional Intelligence
is important because of
* The changing nature of work
*Rise in competition
*Rising stress levels
* Globalization of markets
• The model introduced by Daniel Goleman focuses on
EI as a wide array of competencies and skills that drive
• Goleman's model outlines four main constructs:
• 1.Self - Awareness
• 2.Self - Management
• 3.Social Awareness
• 4.Relationship Management
Emotional Intelligence helps us :
• to rise to the top
• to develop problem solving techniques
• develop healthy human relationships
with every one
• develop leadership qualities and self
Emotional competencies are not innate
talents, but rather learned capabilities that
must be worked on and can be developed
to achieve outstanding performance.
Goleman says that individuals are born
with a general emotional intelligence that
determines their potential for learning
• Emotional intelligence is the
ability to better attune yourself
with your feelings. Many people
do not have emotional
intelligence because they have
a difficulty expressing what they
feel or understanding their
feelings in the first place.
• Personal Competence is the
collective power of your
self-management skills. It’s
how you use emotional
intelligence in situations that
are more about you personally.
How to attain
• differentiate your
thoughts from your
Self-awareness – the ability to read one's emotions and
recognize their impact while using gut
feelings to guide decisions.
Self-management – involves controlling one's emotions
and impulse and adapting to
Social awareness – the ability to sense, understand, and
react to others' emotions while
comprehending social networks.
Relationship management – the ability to inspire, influence,
and develop others while
Measurement of the Emotional Competencies
in Goleman model
Two measurement tools are based on the Goleman model:
The Emotional Competency Inventory (ECI), which was
created in 1999, and the Emotional and Social
Competency Inventory (ESCI), which was created in
The Emotional Intelligence Appraisal was created in 2001.
Emotional Competence Inventory (ECI) : Based on an
older instrument known as the Self-Assessment
Questionnaire, the ECI involves having people who
know the individual offer ratings of that person’s
abilities on a number of different emotional
*One great characteristic of people who have attained
emotional intelligence is that they are responsible for what
they feel and they use these feelings to help them make
*Knowing and understanding your own feelings is different
from understanding the feelings of others, but both have to
* In order for you to attain emotional intelligence, you have
to understand what other people are feeling and respect
them for it. It is important that you empathize with other
people and accept their feelings.
• Avoid people who are negative towards
you. This will not help you develop your
emotional intelligence, it will only hamper
• Give your emotional intelligence room to
grow and develop by surrounding yourself
with positive people willing to support you.
MODEL OF EMOTIONAL INTELLIGENCE
1. CONFLICT RESOLUTION AT
2. FAILURE MANAGEMENT
3. CHANGE MANAGEMENT
CONFLICT RESOLUTION AT
• Conflict is the result of people having different needs, opinions,
and expectations. The reality of conflict is that in any human
relationship it is inevitable. More importantly, if handled well
conflict provides a powerful avenue for significant growth.
Hence developing good conflict resolution techniques is very
important and essential.
• Conflict resolution involves recognizing and managing the
• This is essential part of building emotional intelligence, and
• Poorly handled conflict can affect both the employees and the
clients thereby impacting the company’ bottom-line.