Emotional Intelligence

Emotional Intelligence

This article deals with ‘Emotional Intelligence.’ This is part of our series on ‘Ethics’. For more articles on Ethics, you can click here.


What are Emotions?

Emotions
  • Emotions are feelings inside the person. They influence person’s reaction to events and  direct his/her attention to important events .
  • They are biologically given and a result of evolution because they provided good solutions to ancient and recurring problems that faced our ancestors. Therefore, they are the essential constitute of human mind.
  • There are 8 Basic Emotions 
Types of Emotions

All other emotions are combination of these emotions . For example: Happiness and Anticipation together results in Excitement.

Emotions
  • Emotions have positive side as well as negative side  
    • Negative : Emotions during stage performance  can result in “Stage Fright”. On the other hand, emotions such as hate can damage the relationships.
    • Positive : Emotions are important for survival. Humans live i groups due to the emotional bonds of love and care.
  • Quote
    1. Anyone can become angry —that is easy. But to be angry with the right person, to the right degree, at the right time, for the right purpose, and in the right way —this is not easy.  (Aristotle)
    2. When dealing with people, remember that you are not dealing with creatures of logic, but with the creatures of emotion. (Dale Carnegie)
    3. Give me that man that is not passion’s slave, and I will wear him  In my heart’s core.  (Hamlet to his friend Horatio)

What is Emotional Intelligence (EI)?

  • According to Goleman, EI is the capacity to recognize our own feelings and those of others, for motivating ourselves and for managing emotions well in ourselves and our relationships . (If asked in exam what is Emotional Intelligence, write this definition)
  • Emotional Intelligence consist of two words
    • Emotions: Discussed above
    • Intelligence: Information processing ability of an individual
  • Hence, Emotional Intelligence is ability to reason with emotions and use emotions in the reason
    • Reason with Emotions: Try to find the cause of emotion that is generated.
    • Use Emotions in Reasoning : Use emotions to facilitate thinking . Common perception is emotions block the ability of man to reason but person must use emotions to reason in better way.
  • EI can be seen as head working with heart . It is unique intersection of both without overpowering other.
Emotional Intelligence
  • In earlier philosophies, emotions were seen negatively and opposite to reason . It was advised to suppress or get rid of them  to enjoy the fruits of life. But now emotions are seen in different way. We have come to realise that , emotions are here to stay & we cant get rid of them . Hence, it is better to manage our emotions .
  • It involves
    1. Identify & access (understand) your emotions
    2. Manage your emotions
    3. Identify  & access (understand) other’s emotions (like your wife or team member’s emotions)
    4. Manage their emotions

Hence, it involves not only managing your emotions but emotions of other’s as well.


History of Emotional Intelligence

Timeline

300 BC Aristotle was first to talk about this when he said, “Anyone can become angry —that is easy. But to be angry with the right person, to the right degree, at the right time, for the right purpose, and in the right way —this is not easy.”
1989 John Mayer and Peter Salovey talked about Emotional Intelligence and gave their Ability Model.
1995 Daniel Goleman popularised the term Emotional Intelligence for the workplaces.
2013 UPSC introduced Ethics in the Mains exam and Emotional Intelligence was part of this.

Domains of EI given by Daniel Goleman

Domains of Emotional Intelligence

1 . Self-Awareness

  • Self-awareness means  recognizing your own emotions and ability to hear your inner voice
  • It is critical for psychological insight, self-understanding, and self-acceptance.
  • People who are certain about their emotions are more adept at managing their lives and having a more certain sense of their true feelings about various decisions: what job to take, what relationships to invest their time in, what activities to undertake, and what goals to set.
  • Aristotle has also said that Self Awareness is the beginning of all wisdom.

2. Self-Management

  • Through self-awareness, you come to know your emotions. Now you  can regulate & manage  ones own emotions which comes under self management.
  • This means soothing ourselves, and controlling anxiety, depression or anger. People who fail in this ability are more prone to feelings of distress & depression.
  • Mastering the management of our emotions allows us to recover quicker from setbacks, upsets, and failures, and to move on towards our goals.

3. Social Awareness

  • Try to know about emotions of  others (and hence coming to situation that those can be channelised and used in next stage).
  • It includes Empathy ie our ability to feel what others feel, to understand what others have to say, and to get attuned to subtle social signals about what others need or want. This is a must-have ability for everyone in the caring professions, in education, sales or management.

4. Social Management

  • It means managing the emotions of  others.
  • It comes under Relationship Management.
  • This is the task of leadership, popularity, and interpersonal effectiveness. It  involves  guiding them and channelising their emotions constructively.
  • Person with high emotional intelligence becomes a force multiplier, he can extract max work out of the team members – he knows how to motivate people. Gandhi became good leader because he had high EI.
  • Hence, person who can manage emotions of others will be affective in following works:-
    • Influence
    • Leadership
    • Developing Others
    • Communication
    • Change Catalyst
    • Conflict Management
    • Building Bonds
    • Teamwork and Collaboration

Ability Model

The model proposes that individuals vary in their ability to process information of an emotional nature  . Those who have high ability have high EI.

Ability Model of Emotional Intelligence

EI is calculated on basis of Four Abilities wrt Emotions

1 . Perceiving Emotions

  • The ability to detect  emotions in faces , pictures & cultural artefacts  including the ability to identify one’s own emotions.
  • All individuals have different ability to perceive emotions.
  • Perceiving emotions represents a basic aspect of EI as without it any further action in this regard is not possible.

2 . Understanding Emotions

  • The emotions that we perceive can carry wide variety of meanings. The observer must try to interpret cause of that emotion. One having more ability in this regard can interpret correctly the cause of emotion & vice versa.
  • If someone is expressing angry emotion, the observer must interpret the cause of their anger & what it might mean.
  • For example:  if your boss is  angry, it might mean that he is dissatisfied with your work or it could be because he got a speeding ticket or he might be fighting with his wife. One having high EI will have high ability to understand what is the cause.
understanding emotions

3. Managing Emotions

  • Emotional intelligence involves an ability to manage our own emotions and those of others. 
  • People who are emotionally intelligent have an ability to amplify or restrain emotions, depending on the situation.

4. Using Emotions in thought

In thought process, persons use Emotions  to enhance thinking, decision-making, channelizing  emotions  for  constructive  purpose,  like  making appropriate  decision  or solving  some  problem.


Indian Philosophical Thought and Emotional Intelligence

Indian philosophical thought also speaks about Emotional Intelligence. Bhagavad Gita refers to  the  emotionally  intelligent  person  as  a ‘Sthithapragnya’ (the emotionally  stable  person).  A  ‘Sthithapragnya’,  according  to  Lord  Krishna  is  one  who remains  unperturbed  in  the  face  of  calamity,  and  takes  good  or evil  with  equanimity.  He has the  power to  emotionally  attach  or detach  from  any  situation,  at  his  will.


Side Topic: Intelligence Quotient (IQ)

Intelligence Quotient (IQ) Measurement

  • It is ratio of person’s mental age to chronological age
    • Above Average Intelligence = Mental Age > Chronological Age
    • Below Average Intelligence = Mental Age < Chronological Age
    • Average Intelligence = Mental Age = Chronological Age
  • Formula to calculate IQ = Mental Age / Chronological Age X 100
    • 10 year old child who does as well as Average 10 year child has IQ of 100
    • 8 Year old child who does as good as 10 year child has IQ of 125
  • If
    • IQ > 130 = Genius
    • IQ < 70 = Mentally Retarded. 

IQ vs EQ

General Intelligence Emotional Intelligence
Concentrates on memory, learning , puzzle solving, reasoning Concentrates on emotional aspects like  Intuition, Conscience, Perception, Intention etc
Aim is to increase mental power Aim is to ensure increased influence of individual on group 
Its presence increases the possibility of success in professional life Its presence ensures success in professional life as well as personal life
No relation with morality Its application can be seen at the level of moral development

What is more important- EQ or IQ?

What is more important- EQ or IQ?
  • EQ is believed to be a better indicator of success at the workplace. People with high EQ usually make great leaders and team players because of their ability to understand, empathise, and connect with the people around them.  David Goleman in his book ‘Emotional Intelligence: Why EI matters more than IQ’  has concluded that “The success of a person depends more on EI i.e. ability of person to manage emotions than IQ i.e. cognitive ability.” According to Goleman, success at workplace is about 80% or more dependent on EQ and about 20% or less dependent upon IQ.
  • As a result, many persons, high on IQ, may not be successful in life, while contrary to this, most successful people are high on EQ.
  • Intellectual intelligence (IQ) isn’t enough on its own to be successful in life. Ones IQ can get him into college, but it’s the Emotional Intelligence that manages the stress and emotions when facing final exams or during an interview. EQ, on the other hand, is the ability to effectively use IQ and all other potentialities that an individual possesses to the greatest advantage.
  • Nobel Prize winning psychologist, Daniel Kahneman, found that people would rather do business with a person they like and trust rather than someone they don’t, even if the likeable person is offering a lower quality product or service at a higher price. Hence, instead of exclusively focusing on conventional intelligence quotient, one should make an investment in strengthening his/her EQ (Emotional Intelligence).

Attributes of Emotionally Intelligent Person

According to Goleman, Emotionally Intelligent person has following characteristics

Self Awareness

  • Self Awareness means knowledge about oneself ie one’s strength and weakness.
  • Benefit : Person will set realistic goals and hence chances of goal accomplishment will be higher. Hence, they have history of positive goal discrepancy.

Self Motivation

  • Such people have high stress management skills and can recover from setbacks rapidly.
  • Because of self motivation, sustained action is possible.

Self Regulation

  • They are able to produce measured response to the emotionally surcharged events . This becomes possible because they don’t allow themselves to become prisoners of their own feelings.

Empathy

  • Understand the perspective of others and feel the things like others do.
  • Empathy can be further categorised into three types
    1. cognitive empathy—the ability to understand another person’s perspective;
    2. emotional empathy—the ability to feel what someone else feels;
    3. empathic concern—the ability to sense what another person needs from you.

Better handling of relationships or social skills

  • The social skills that enables the individual to manage relationship effectively includes Tolerance, Patience, Tactfulness , Good social memory, sense of humour and high sense of self-efficacy.
  • Person having high EI has the ability to enrol people in his vision.
  • Person having high EI has the ability to convert challenges into opportunities and create win-win situation for all stakeholders.

Creative

  • It is believed that creativity is facilitated by  the positive emotions. On the other hand, EI enables one to manage their stress levels, and be optimistic in the face of adversities.

Applications of EI : Why to develop EI?

To become good leader

  • It was Daniel Goleman who established the  link between EQ and leadership. In leader-follower relationships, the leader is an  “emotional guide” who navigates the  course of uncertainty, threat, clarity, assurance and work.  It is also the fundamental task of leaders to create  resonance; resonance being “a reservoir of positivity that frees the best in people”.
  • Leadership is intrinsically an emotional process in which leader recognise follower’s emotional state , attempt to evoke emotions in followers and then seek to manage follower’s emotional state accordingly . Person with high emotional intelligence becomes a force multiplier, he can extract max work out of the team members – he knows how to motivate people. Gandhi became good leader because he had high EI. He know how to inspire people, how to rally them for freedom struggle , how people will react etc

To build better Relationships & become more acceptable

  • Intelligence Quotient (IQ) will help person to work better because person will have more skills but EQ will help person to have better relationships. If you have high emotional intelligence, you can recognise your own emotional state and emotional state of others and engage people in a way that draws them near you. It will help person to be accepted by public . 

Channelize own emotions constructively

Since Emotions are here to stay so one cant get rid of them but one can channelize his/her emotions in constructive way. Unregulated emotions damage your mental and physical health.

  • Depressed person may become suicidal
  • Aggressive person may become insomniac.
  • Unregulated Emotions leads to clouded judgements.

Negotiations

  • Whether you are dealing with trading partner , competitor , customer or colleague , being able to empathise (put yourself in other’s shoe or thinking from other’s perspective) can be used to arrive at finding win-win solutions.  

Emerge from setbacks and depressions easily

  • Improve your performance and help to pass through depressions & setbacks easily. Emotional Intelligence  can be used for internal motivation which can reduce procrastination , increase self-confidence and improve our ability to focus on goals. Along with that, it helps the person in leading a healthy life as accumulated and persistent stress leads to the various cardiovascular diseases.

Become more employable

  • U.S.  Department of Labor conducted a survey  which looked at what employers were looking for in entry level positions.  The results showed that  the list was  dominated by emotional intelligence factors.

Social Harmony

  • Emotional intelligent people can understand other outrage or outburst thus avoid violent conflict and preventing communal issue.

Use in Governance and Administration

  • Dealt below

Emotional Intelligence used by famous personalities

Gandhi

  • Gandhi became good leader because he had high EI. He know how to inspire people, how to rally them for freedom struggle , how people will react, how to select symbols that will resonate with the common public etc.
Mahatma Gandhi and Emotional Intelligence

Jawahar Lal Nehru

  • During  the  seventeen years  he  was  the  Prime  Minister,  Nehru  strode  the  Indian  political stage  like  a  colossus.  But  he  never  imposed  his  political  will  and  always  had  an  ear  for what  others  had  to  say.  Though  not  in  favour  of  linguistic  states,  he  adhered  to  popular wishes.  He  did  not  choose  chief-ministers  but allowed  the  party  organisation  at  the state-levels to  elect  their  leaders.

Martin Luther King

  • Some of the greatest moments in human history were fuelled by emotional intelligence. When Martin Luther King, Jr. presented his dream, he chose language that would stir the hearts of his audience. He promised that a land “sweltering with the heat of oppression” could be “transformed into an oasis of freedom and justice.” Delivering this electrifying message required emotional intelligence—the ability to recognize, understand, and manage emotions. Martin Luther King demonstrated remarkable skill in managing his own emotions and in sparking emotions that moved his audience to action. King delivered “a perfectly balanced outcry of reason and emotion, of anger and hope. His tone of pained indignation matched that note for note.”

Experiments regarding Emotional Intelligence

Experiment 1: Marshmallow Experiment

  • Experiment was conducted on 1,037 children who were born in single year of 1970s in Dunedin town of New Zealand.
  • To know about the will power and ability to control the emotions of these children, psychologist Walter Mischel performed Marshmallow Test on them. He gave them choice between eating one marshmallow right away and getting two by waiting 15 minutes.
  • Only 1/3rd of the children were able to resist for 15 minutes while 2/3rd took single marshmallow right away. Years later, when the children in the Dunedin study were in their 30s and all but 4% of them had been tracked down again, the researchers found that those who’d had the cognitive control to resist the marshmallow longest were significantly healthier, more successful financially, and more law-abiding than the ones who’d been unable to hold out at all.
Marshmallow Experiment

EI in Governance  & Administration

All Governance is people governance and all service is public service . Relationships are the DNA of governance. If the public functionaries fail to develop trusting relationships with other people , there can be no governance.

  • Guided by Max Weber’s idea on bureaucracy, it had been assumed that effectiveness and efficiency would be harmed if human emotions influence the rational actions of public administrators. Therefore , impersonality and de-humanisation were regarded as the specific virtues of bureaucracy because it was believed that they would remove the danger of irrational behaviour by individual bureaucrats and the organization as a whole.
  • Likewise, FW Taylor’s Scientific Management Approach modelled on the idea of time and motion waste was primarily concerned with maximizing output and efficiency. Worker’s emotional issues like boredom, disaffection, frustration etc were dismissed as negligible terms.

Weber’s and Taylor’s ideas were substantial to the bureaucratic management for most of the last century.

However, in the second half of last century, the notion that the government and administrative processes might be improved by looking at the emotional content in the relational work rather than focussing solely on rationality and science came more and more to the forefront. One of the most prominent contributor in this direction was Elton Mayo who for the first time recognized that the formal organizational properties don’t satisfy the needs of the individuals and that the individual form informal groups . Through their Hawthorne studies , Elton Mayo et al. demonstrated that the most significant factor affecting organizational productivity was the inter-personal relationships developed on the job and not the pay and working conditions. Mayo saw the development of informal groups as an indictment of the society that treated human beings as insensitive machines and were concerned with only economic self interest. Mayo’s work resulted in human-relation movement in industry and it’s impact was felt in working of government and administrative machinery.

Mayo’s work was followed by the works of Mayer, Salovey and Goleman and their efforts resulted in the development of understanding that governance encompasses developing trusting relationships between the government and citizens . Hence, concept of Emotional Intelligence has become very valid .

It is increasingly being recognized that  public functionaries must know how to deal with circumstances that include emotions.   Administrative success and failure today is not based on technical proficiency alone but more so upon how effectively can Public Functionaries display their Emotional Intelligence skills to manage interactions with the people around them and as well as the public effectively.

EI helps Civil Servants to take correct decision in complex situations

  • Indian Civil Servant works in complex situations like
    • Scarcity of public resources vis a vis expectations of public.
    • Unreasonable demands by different sections of society .
    • Political pressure on bureaucrats to deliver.
    • Pressure of media to act in public interest and to meet targets timely even when resources arent sufficient.
    • Handling of mass protest and riot like situation.
    • Management of subordinates.
    • Blatant use of ‘transfers’, ‘postings’ and ‘extensions’.
    • Public agitation

In these situations person must hold his nerves and control his emotions and shouldn’t lose temperament. This is possible using Emotional Intelligence.

Emotional Intelligence in Governance

Managing work family conflict

  • We have observed that Civil Servants are not able to balance their professional and personal life and even go to extend of committing suicide. EI is the way out in this regard.

Helps administrator to become better leader

  • Emotionally intelligent administrator will be a better leader because he has ability to
    • Enroll people into his vision (both people and his workforce).
    • Understand & empathise with different positions
  • It improves social capital. Social capital refers to the bonds of mutual respect and care among the members of the collective . EI allows up for building up of Social Capital with Peers, Media, Citizens, Superiors, Subordinates, General Public and other stakeholders .

Use of EI in Crowd Management

  • When person is charged with emotion after particular incident , he will be at the lowest level of his reasoning eg after Riot against particular community, people of that community will get emotionally charged with anger and may try to kill others. At this time , it is the emotion of anger that is driving them and not reason. Civil Servant placed to control at this situation will have to manage the Emotions of Crowd instead of going into reason .

Sample Question

Question : “Emotion can lead to our worst decisions or our best ones: The difference is emotional intelligence.” In light of the given statement, illustrate how emotional intelligence is critical in decision making. How can it help a civil servant in taking prudent decisions?                      

  • Almost from the beginning, the decision-making experts encouraged to make decisions through rational process involving facts and analysis. However, in reality in many instances, the real driver of our actions are our emotions.  Many experts and empirical studies warn decision-makers about the perils of making decisions when one is emotionally aroused. Reason for this is, there is inverse relationship between Emotional Arousing and Rational Thinking. If person is more emotionally charged, he will act under emotions ignoring the reason and can do unethical & revengeful acts.
  • Hence, best course of action in such situation is to control one’s own emotions and don’t get swayed by them. Civil Servant should be high on EI and should be able to control them so that he can take rational decision.

It can help civil servant in taking prudent decision can be illustrated by following example :

  • Take example of law enforcement agencies. When faced with hostile environment, they may commit revengeful acts. If some terrorist has killed members of agency, in anger they can take decision of revenging the death of their colleagues and go to site unprepared without doing home work. This can result in huge collateral damage.
  • At the same time, if officer is having high EI, then he can manage his own and his junior’s emotions and at the same time can channelise their anger into inspiration for eliminating terrorism. They can make proper plan , arrest those terrorist and take out information from them to bust their whole organisation

How to develop Emotional Intelligence?

Cognitive  intelligence  (IQ) does not change with  age or  experience.  However, with  EQ, this is not the case.  Emotional competencies are learned and can be taught.  The mastery of EQ skills evolve over a lifelong growth.

  • Emotional  quotient  is best  inculcated  from  an  early  age  by  encouraging  qualities  like  sharing, thinking  about  others,  putting  oneself  in  another  person’s  shoes,  giving  individual  space  and the  general  principles  of  cooperation.  There  are  tools  like  toys  and  games  available  to improve emotional  quotient,  and  children  who  do  not  do  well  in  social  settings  are  known  to  perform significantly  better  after  taking  SEL  (Social  and  Emotional  Learning)  classes.
  • Using  Yoga: Person can take help of exercise such as control over breathing to increase self awareness and self management.
  • Person should be open to the inputs from others.
  • Make groups where they can freely tell each other what they feel as we can’t know who we are until we hear our self speaking the story of life to whom we trust.
  • Emotional literacy: Person should improve his emotional literacy because if person can’t label his emotional state correctly, he can’t manage his emotions.
  • Non-verbal communication: Person should learn to interpret non-verbal communication such as facial and body gestures.
  • Develop empathy

Dark Side of Emotional Intelligence

  • Leaders can use emotionally surcharged speeches to rob the capacity of person to reason and use people to achieve their nefarious goals. For Example: Hitler who used his emotionally surcharged speeches to encourage common germans to attack and kill Jews.
  • Person can use Emotional Intelligence to disguise his/her true feelings.
  • Person with high EQ can also use his capability to manipulate others.
  • In the jobs with low emotional demands, high EQ can prove to be liability rather than asset. Eg: Mechanics, Accountants etc.

But it has to be accepted that people  aren’t  always  using  emotional intelligence  for  nefarious  ends.  More  often  than  not,  emotional  skills  are  simply  instrumental tools for goal accomplishment.

Dark Side of Emotional Intelligence

Sample Case Study

You are the Officer Incharge of  a  very  important  railway  junction,  which  is  an  artery  of  trade  and  commerce.  A  peasant  disturbance  has  been  brewing  in  your  district  for  the past  few  weeks.  Their  discussions  with  the  political  and  district  leadership  has  borne no  fruit  and  it  has  come  to  the  stage  that  now  they  are  protesting  by  organizing  a  sit-in  on  the  railway  tracks  near  the  station.  They  have  thereby  succeeded  in  blocking movement  of  all  trains.  This  disruption  is  causing  significant  harassment  for  the passengers  waiting  at  the  platform  as  well.

  1. What  will  be  your  course  of  immediate  action?
  2. How  can  emotional  intelligence act  as  a  tool  in  handling  this issue?
  3. What  steps  will  you  take so  that  such  incidents  are not repeated  in  the future?

Being  an  officer  in  charge  of  the  railway  station  it  is  my  duty  to  ensure  that  the railway  operations  do  not  get  affected  by  the  ongoing  protest.  I  will  make  sure  that  the railway  tracks  are  cleared  by  using  persuasion,  warning  and  all  other  legal  means available.  I  will  also  seek  help  from  district  administration  to  ensure  that  smooth functioning  of  the  critical  railway  junction  is  not  hampered.  Additionally,  I  will  ensure that  the  passengers  face  minimum  inconvenience  by  providing  timely  communication to  the  passengers  about  the  current  situation,  ensuring  basic  amenities  like  water, medical  aid  etc.  at  the  station.  Safety  of  the  passengers  at  the  station  will  also  be  taken care  of.


Emotional  intelligence  is very  crucial  to  handle  the  above  situation.

  • Emotional  intelligence  is  helpful  in  keeping  oneself  calm  and  composed. Coordination  at  many  levels – district  administration,  angry  protesters,  passengers- in  such  situation  is  likely  to  generate huge  mental
  • The  officer  should  empathize  with  the  emotions  of  the  crowd  and  win  the  trust  of angry  peasant  protesters  who  are  full  of  doubt.  The  officer  must  base  arguments on  huge  economic  loss,  inconvenience  to  general  public  and  the  legal consequences  to  convince  them  for  dropping  this  method  of  protest  and  engage  in meaningful talks with the  political leaders.
  • Some  passengers  may  have  urgent  reasons  to  travel  and  the  current  situation requires  that  the  emotions  of  passengers  showing  regret  with  the  current  service needs  to  be  understood.  The  officer  must  show  emotional  maturity  in  dealing  with such  passengers.

Steps that can be taken to prevent this in future:-

  • First,  I  would  ensure  that  those  who  are  involved  in  blocking  the  railway  lines  get adequately  punished.  This  will  dissuade  anyone  in  future  to  attempt  the  same.
  • Additionally,  I  will  create  public  awareness  about  the  legal  aspects  of  such  actions which  will  educate  the  public  and  will prevent  such  incidences. While  protesting  for  certain  issues  is  not  wrong  but  the  mechanism  to  be adopted should  be  peaceful  and  within  legal  means.  In  any  case,  illegal  means  of  protest  like blocking  railway  lines  is  not  acceptable  in  a  democracy  where  various  avenues  of staging  dissent  are  available.

Previous Year Questions

  1. What  is  ‘emotional  intelligence’  and  how  can  it  be  developed  in  people?  How  does  it  help an  individual in  taking  ethical decisions?  ( 2013 )
  2. Anger  is  a  harmful  negative  emotion.  It  is  injurious  to  both  personal life  and  work  life. 
    1. Discuss  how  it  leads  to  negative  emotions  and  undesirable  behaviours. 
    2. How  can  it  be managed and  controlled?  ( 2016 )
  3. How will  you  apply  emotional intelligence  in  administrative  practices?  (2017)
  4. “Anger  and  intolerance  are  the  enemies  of  correct  understanding.  “Mahatma Gandhi  ( 2018 )
  5. Emotional  Intelligence  is  the  ability  to  make  your  emotions  work  for  you  instead  of against  you”.  Do  you  agree  with  this  view?  Discuss. ( 2019)


Previous Year Case Studies

  1. A  private  company  is  known  for  its  efficiency,  transparency  and  employee  welfare.  The company  though  owned  by  a  private  individual  has  a  cooperative  character  where employees  feel  a  sense  of  ownership.  The  company  employs  nearly  700  personnel  and  they have  voluntarily  decided  not  to  form  union.  One  day  suddenly  in  the  morning,  about  40 men  belonging  to  political  party  gate  crashed  into  the  factory  demanding  jobs  in  the factory.  They  threatened  the  management  and  employees,  and  also  used  foul  language. The  employees  feel demoralized.  It  was  clear  that  those  people  who  gate crashed  wanted to  be  on  the  payroll  of  the  company  as  well  as  continue  as  the  volunteers/members  of  the party.  The  company  maintains  high  standards  in  integrity  and  does  not  extend  favours  to civil  administration  that  also  includes  law  enforcement  agency. Such  incident  occur  in public  sector also. (20  Marks)  (250  Words)
    1. Assume  you  are  the  CEO  of  the  company.  What  would  you  do  to  diffuse  the  volatile situation  on  the  date  of  gate  crashing  with  the  violent  mob  sitting  inside  the  company premises?
    2. What  can  be  the long  term  solution  to  the  issue discussed in  the  case?
    3. Every  solution/action  that  you  suggest  will  have  a  negative  and  a  positive  impact  on  you as (CEO), the  employees and  the  performance  of the  employees. Analyse  the  consequences of each of  your suggested  actions.

1 thought on “Emotional Intelligence”

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