This document features information on emotional intelligence in the workplace

1. NAME: RYON WHYTE
LECTURER: MR. EARL WAYSOME
PROGRAM: COMMUNICATION SKILLS
SCHOOL: MONEAGUE COLLEGE
DUE DATE: 27/04/2015

2. INTRODUCTION
This assignment is based on emotional intelligence and seeks to give readers more insight
on what emotional intelligence is, how managers can help employees to improve their emotional
intelligence and how it affects service levels. As emotional intelligence is vital to the success of
organizations this research will be very valuable to especially working class individuals. Also,
this research will benefit persons who have not yet joined the workforce and will aid in them
better understanding emotional intelligence
The researcher hopes to sufficiently edify any reader of this research. And allow them to
be able to operate more fluently in business environments that require emotional intelligence to
maximize productivity.

3. HOW CAN MANAGERS HELP EMPLOYEES TO BECOME MORE EMOTIONALLY
INTELLIGENT
Emotional intelligence is the capacity to be aware of, control, and express one's emotions,
and to handle interpersonal relationships judiciously and empathetically. This is a major problem
in today’s workplace as good emotional intelligence in needed to ensure customer satisfaction.
When emotionally intelligent people work together, they have the ability to sweep aside minor
conflicts in order to focus on the team's interests. They can deal well with more serious conflicts,
and they can grow from any disagreements that may arise. As a result employers need to develop
ways of making their employees more emotionally intelligent
One of the best ways for managers to help employees to develop emotional intelligence is
to lead by example. So, start by making sure that you're leading with emotional intelligence .
This means staying aware of your own thoughts and feelings, and managing them, so that you
affect other people positively. Additionally managers should communicate the benefits of
emotional intelligence to their employees. Employees should know how developing their
emotional intelligence will benefit them, both personally and professionally. Self-awareness is
the most important aspect of emotional intelligence. People who are self-aware understand their
own thoughts and emotions, as well as understanding how their actions affect others around
them. Employers could also encourage your team members to keep a daily journal as even
writing for just five minutes a day can help people develop self-awareness. I would also be good
for managers to have opinions and decisions made by team. When you ask about a team
member's thoughts and feelings, it makes them stop and examine how they really feel about an
issue, and this can lead to increased self-awareness over time.

4. As stated communication is a major aspect of helping employees to devel;op their
emotional intelligence. Therefore it’s also important to set aside time to talk about difficult
situations or issues, and to address the resulting emotions. This can take place one-on-one, or
informally over lunch. The more managers encourage their team members to open up and talk
about what they're thinking and feeling, the more likely they are to develop self-awareness. Also,
even if communication is present among team members and managers, it is still important for
manager to strengthen this communication. People with high EI typically have excellent
communication skills. Managers should develop better communication in their team by teaching
people to understand body language .Good communication also means knowing how to deal with
negative emotions. Managers should give their team avenues for "venting" negative emotions or
frustrations about setbacks in a constructive way. Thus, making employees more comfortable
and work harder to increase productivity.
Another important and often overlooked communication tool is listening. Managers
should teach everyone on their team to use active listening skills, and to respect other people
when they're speaking. However, managers should not negatively enforce rules as optimism is
will be more readily accepted by employees. It is important for managers to help their employees
think positively by stopping self-sabotaging behaviour or statements. For instance, if you hear
someone say "I'm not very good at writing statement," a manager should remind them of their
strengths and thank them for the good work that they're doing. Lastly managers should teach
their team good conflict resolution skills by making it clear those conflicts should never get
personal and that whoever "has the floor" gets the full attention of everyone else in the room.
Apart of this is setting ground rules so that everyone knows what is and isn't fair behavior.

5. IN WHAT WAY DOES EMOTIONAL INTELLIGENCE IMPACT SERVICE LEVELS AND
OVERALL STISFACTION IN THE WORK ENVIRONMENT
Emotion intelligence greatly impacts the performance of employees thus impacting the
service levels of the organization. Emotional intelligence can help employees navigate the social
complexities of the workplace which could motivate others, and help them to excel in their
career.
Employees with good emotional intelligence are usually equipped with good relationship
management. This quality is one of the most important factors for any business that wants to
satisfy their customers. Thus productivity is dependent on the strength of the bond between the
client and provider. Relationship management is a key component of emotional intelligence,
aiding the individual in their interactions with others. Whether through improved conflict
management or the ability to build bonds, relationship management can help service
professionals maintain connections with clients.
Additionally, Social awareness allows employees to perceive the emotions of others,
giving them the ability to better empathize and connect with customers. Social skills are essential
for the development of positive, effective relationships with colleagues and the ability to interact
with team members to deter conflict, be aware of, ease and dissipate underlying tensions that can
accumulate and have a negative impact on working relationships and project success. Team
members need to be able to stimulate cooperation, collaboration and teamwork through well-
developed social skills. This skill is critical especially in the service industry, where the
satisfaction of the customer is everything. Professionals with high emotional intelligence are able
to navigate social networks and understand other people’s moods and behaviours. Whether

6. through reading the currents of a conversation or sympathizing with a customer’s needs,
professionals are able to use this awareness to suit their business accordingly.

7. REFERENCE
 http://www.helpguide.org/articles/emotional-health/emotional-intelligence-eq.htm
 http://articles.bplans.com/emotional-intelligence/#ixzz3YXxondWI
 eqi.org/mgtpaper.htm
 www.forbes.com/sites/travisbradberry/2014/01/.../emotional-intelligence/
 https://hbr.org/2004/01/what-makes-a-leader
 www.ccsenet.org/journal/index.php/ijbm/article/viewFile/1206/1169