Emotional Intelligence: DR Faiza Ali

Emotional Intelligence
Dr Faiza Ali
Definition
• The capacity to recognize our
own feelings and those of
others, for motivating
ourselves, and for managing
emotions well in ourselves
and in our relationships
(golemean, 1998, p. 317)
Definition
• Mayer and Salovey (1990):
The ability to perceive
emotion, integrate emotion
to facilitate thought,
understand emotions, and to
regulate emotions to
promote personal growth.
EQ & IQ
https://www.cartoonstock.com/directory/e/emotional_intelligence.asp
EI components
Boyatzis et al., 2000; Goleman, 1998

Why it is Important to Know What Emotional
Intelligence is?
• Emotional intelligence is essential in effective leadership and
has a direct impact on work performance.
• At Egon Zehner International, an employment search firm,

analyzed 515 senior executives and found that the executives
with strong emotional intelligence test results were more
likely to succeed than were other executives whose strength
areas were in either relevant previous experience or
traditional IQ scores.
Why it is Important to Know What Emotional
Intelligence is?
• Research at the Center for Creative Leadership has shown
that the primary cause of executive turnover was individual
deficiency in the area of emotional competence.
• In another study that involved 130 executives, results showed
that there is a strong correlation between how well an
individual handled personal emotions and the willingness of
others to work with that individual.
– A leader with a positive mood and attitude tends to interact with
others in a way that results in a positive, helpful, and cooperative
workgroup, thereby increasing workplace efficiency.
Contrast the Evidence
For and Against the Existence
of Emotional Intelligence
• EI is controversial and not wholly accepted
– Case for EI:
• Intuitive appeal;
• Predicts criteria that matter;
• Is biologically-based.
4‐10
Contrast the Evidence
For and Against the Existence
of Emotional Intelligence
• EI is controversial and not wholly accepted
– Case against EI:
• Too vague a concept;
• Can’t be measured;
• Its personality by a different name.
4‐11
Apply Concepts About Emotions
and Moods to Specific OB Issue
• Selection
– EI should be a hiring factor, especially for
social jobs.
• Decision Making
– Positive emotions can lead to better
decisions.
• Creativity
– Positive mood increases flexibility,
openness, and creativity.
4‐12
• Motivation
– Positive mood affects expectations of success
feedback amplifies this effect.
• Leadership
– Emotions are important to acceptance of
messages from organizational leaders.
4‐13
• Negotiation
– Emotions, skillfully displayed, can
affect negotiations
• Customer Services
– Emotions affect service quality delivered to
customers which affects customer relationships
– Emotional Contagion: “catching” emotions
• Job Attitudes
– Can carry over to home, but dissipate overnight
4‐14
• Deviant Workplace Behaviors

– Negative emotions lead to employee deviance
(actions that violate norms and
threaten the organization)
• Safety and Injury at Work
– Don’t do dangerous work when in a bad mood
• Manager’s Influence
– Leaders who are in a good mood, use humor,
and praise employees increase positive moods
4‐15
Managerial Implications
• Emotions and moods are a natural part of an
individual’s makeup.
• Ignoring co‐workers’ and employees’ emotions and
assessing others’ behavior as if they were
completely rational is wrong.
• “You can’t divorce emotions from the workplace
because you can’t divorce emotions from people.”
• Managers who understand the roles of emotions and
moods will significantly improve their ability
to explain co‐workers’ and employees’ behaviors.
4‐16
Scoring your Answers
1. You are on an airplane that suddenly hits extremely bad turbulence and begins
rocking from side to side. What do you do?
[A] ‐ Continue to read your book or magazine, or watch the movie, trying to pay

little attention to the turbulence.
[B] ‐ Become vigilant for an emergency, carefully monitoring the stewardesses

and reading the emergency instructions card.
[C] ‐ A little of both A and B.
[D] ‐ Not sure ‐ never noticed.

Write down the number of points you get for the answer you wrote down, then add
them all up.
• The turbulent airplane:
[A] 10 Points ‐ Continue to read your book or magazine, or watch the movie,
trying to pay little attention to the turbulence.
[B] 10 Points ‐ Become vigilant for an emergency, carefully monitoring the
stewardesses and reading the emergency instructions card.
[C] 10 Points ‐ A little of both A and B.
[D] 0 Points ‐ Not sure ‐ never noticed.

1. You are in a meeting when a colleague takes credit for work that you have done.
What do you do?
[A] ‐ Immediately and publicly confront the colleague over the ownership of

your work.
[B] ‐ After the meeting, take the colleague aside and tell her that you would
appreciate in the future that she credits you when speaking about your work.
[C] ‐ Nothing, it's not a good idea to embarrass colleagues in public.
[D] ‐ After the colleague speaks, publicly thank her for referencing your work and
give the group more specific detail about what you were trying to accomplish.
2. The credit stealing colleague:
[A] 0 Points ‐ Immediately and publicly confront the colleague over the ownership

of your work.
[B] 5 Points ‐ After the meeting, take the colleague aside and tell her that you would
appreciate in the future that she credits you when speaking about your work.
[C] 0 Points ‐ Nothing, it's not a good idea to embarrass colleagues in public.
[D] 10 Points ‐ After the colleague speaks, publicly thank her for referencing your
work and give the group more specific detail about what you were trying to
accomplish.
3. You are a customer service representative and have just gotten an extremely angry client
on the phone. What do you do?
[A] ‐ Hang‐up. It doesn't pay to take abuse from anyone.
[B] ‐ Listen to the client and rephrase what you gather he is feeling.
[C] ‐ Explain to the client that he is being unfair, that you are only trying to do your

job, and you would appreciate it if he wouldn't get in the way of this.
[D] ‐ Tell the client you understand how frustrating this must be for him, and offer a

specific thing you can do to help him get his problem resolved.
3. The angry client:
[A] 0 Points ‐ Hang‐up. It doesn't pay to take abuse from anyone.
[B] 5 Points ‐ Listen to the client and rephrase what you gather he is feeling.
[C] 0 Points ‐ Explain to the client that he is being unfair, that you are only trying to do

your job, and you would appreciate it if he wouldn't get in the way of this.
[D] 10 Points ‐ Tell the client you understand how frustrating this must be for him,
and offer a specific thing you can do to help him get his problem resolved.
4. You are a college student who had hoped to get an A in a course that was important for
your future career aspirations. You have just found out you got a C‐ on the midterm.
What do you do?
[A] ‐ Sketch out a specific plan for ways to improve your grade and resolve to

follow through.
[B] ‐ Decide you do not have what it takes to make it in that career.
[C] ‐ Tell yourself it really doesn't matter how much you do in the course,

concentrate instead on other classes where your grades are higher.
[D] ‐ Go see the professor and try to talk her into giving you a better grade

4. The 'C' Midterm:
[A] 10 Points ‐ Sketch out a specific plan for ways to improve your grade and resolve
to follow through.
[B] 0 Points ‐ Decide you do not have what it takes to make it in that career.
[C] 5 Points ‐ Tell yourself it really doesn't matter how much you do in the course,

concentrate instead on other classes where your grades are higher.
[D] 0 Points ‐ Go see the professor and try to talk her into giving you a better grade

5. You are a manager in an organization that is trying to encourage respect for racial and
ethnic diversity. You overhear someone telling a racist joke. What do you do?
[A] ‐ Ignore it ‐ the best way to deal with these things is not to react.
[B] ‐ Call the person into your office and explain that their behavior is
inappropriate and is grounds for disciplinary action if repeated.
[C] ‐ Speak up on the spot, saying that such jokes are inappropriate and will not be

tolerated in your organization.
[D] ‐ Suggest to the person telling the joke he go through a diversity training

program.
5. The racist joke:
[A] 0 Points ‐ Ignore it ‐ the best way to deal with these things is not to react.
[B] 5 Points ‐ Call the person into your office and explain that their behavior is
inappropriate and is grounds for disciplinary action if repeated.
[C] 10 Points ‐ Speak up on the spot, saying that such jokes are inappropriate and

will not be tolerated in your organization.
[D] 5 Points ‐ Suggest to the person telling the joke he go through a diversity
training program.
Now add up your scores and use the scale below
to compare your score.
50 ‐‐ Maximum Score
25 ‐‐ Average Score
0 ‐‐ Minimum Score

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Emotional Intelligence

Boyatzis et al., 2000; Goleman, 1998

• At Egon Zehner International, an employment search firm,

• Deviant Workplace Behaviors

[A] ‐ Continue to read your book or magazine, or watch the movie, trying to pay

[B] ‐ Become vigilant for an emergency, carefully monitoring the stewardesses

[D] ‐ Not sure ‐ never noticed.

[D] 0 Points ‐ Not sure ‐ never noticed.

[A] ‐ Immediately and publicly confront the colleague over the ownership of

[A] 0 Points ‐ Immediately and publicly confront the colleague over the ownership

[C] ‐ Explain to the client that he is being unfair, that you are only trying to do your

[D] ‐ Tell the client you understand how frustrating this must be for him, and offer a

[C] 0 Points ‐ Explain to the client that he is being unfair, that you are only trying to do

[A] ‐ Sketch out a specific plan for ways to improve your grade and resolve to

[C] ‐ Tell yourself it really doesn't matter how much you do in the course,

[D] ‐ Go see the professor and try to talk her into giving you a better grade

[C] 5 Points ‐ Tell yourself it really doesn't matter how much you do in the course,

[D] 0 Points ‐ Go see the professor and try to talk her into giving you a better grade

[A] ‐ Ignore it ‐ the best way to deal with these things is not to react.

[C] ‐ Speak up on the spot, saying that such jokes are inappropriate and will not be

[D] ‐ Suggest to the person telling the joke he go through a diversity training

[A] 0 Points ‐ Ignore it ‐ the best way to deal with these things is not to react.

[C] 10 Points ‐ Speak up on the spot, saying that such jokes are inappropriate and

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