Emotional Intelligence

Table of Contents

1. EMOTIONAL INTELLIGENCE
2. What is Intelligence?
3. What Is Emotional Intelligence (EI)?
4. What Is An Emotion?
5. Importance Of Emotion:
6. Mechanism Of Emotion:
7. Mixed Model of Emotional Intelligence:
8. Skills required to being Emotionally Intelligent:
9. Utility Of EI:
10. Applications Of EI In Administration And Governance:
11. Ways to build EI:
12. EI can be inculcated in administrators at following stages:
13. Previous Year Questions:

EMOTIONAL INTELLIGENCE

To prepare for ETHICS for any competitive exam, aspirants have to know about Emotional Intelligence. It
gives an idea of all the important topics for the IAS Exam and the Economy syllabus (GS-IV.). Emotional
Intelligence terms are important from Ethical perspectives in the UPSC exam. IAS aspirants should thoroughly
understand their meaning and application, as questions can be asked from this static portion of the IAS Syllabus
in both the UPSC Prelims and the UPSC Mains exams. Even these topics are also highly linked with current
affairs. Almost every question asked from them is related to current events. So, apart from standard textbooks,
you should rely on newspapers and news analyses as well for these sections.

This chapter on Emotional Intelligence (EI) is important to understand our own self. In general, it helps to study
self-behaviour but in particular, it helps in the day to day administration. This chapter helps you in:

Management of Emotions
Taking Ethical actions
How to control our negative emotions and how to use a negative emotion constructively?
Helps in self-motivating to bring social awareness
Resolving conflicts

You can’t simply read about emotional intelligence in order to master it. You have to experience and practice the
skills in your everyday life.

What is Intelligence?

Intelligence is the ability to acquire and apply knowledge and skills.

Intelligence is the capacity to understand the world and resourcefulness to cope with its challenges.
Intelligence refers to individuals ability:
To understand complex ideas
 To adapt effectively to the environment
To learn from past experiences
To engage in various forms of reasoning
To overcome obstacle by careful thought

What Is Emotional Intelligence (EI)?

Emotional Intelligence is defined as the ability to understand our own emotions and other’s emotions and
use them constructively to guide one’s thinking and actions.
Emotional intelligence has been defined differently by various scholars. According to Peter Salovey and
John Mayer (1990s) it is defined as “the ability to monitor one’s own and other people’s emotions, to
discriminate between different emotions and label them appropriately, and to use emotional information to
guide thinking and behavior”.
This definition was adopted by Goleman and further categorized the emotional intelligence into:
Self-awareness,
Managing emotions,
Motivating oneself,
Empathy,
Handling relationships.

Emotional intelligence is one of several types of intelligence required for success in all kinds of situations.
Expressions of emotion depend on regulation of emotion for self or others. Persons who are capable of
having awareness of emotions for self or others and regulate accordingly are called emotionally
intelligent. Persons who fail to do so, deviate and thereby develop abreaction of emotion, resulting in
anger, frustration and conflict.

Examples:

When I get first rank in the examination, I feel Joy and happiness.
When someone annoys you, you get frustration and angry
When you lost your wallet and money, your mood will be sad
When you are watching a horror movie or walking midnight, may get fear
When you are in the interview hall, you may fell excitement and nervous

Scenario 1:

Your department is facing some challenges. There is too much politics, back biting and arguments. Recently
there was an outburst from one of. Your team members. Using EI, you can manage destructive emotions and can
manage this situation effectively.

Scenario 2:

I was in bad mood on Monday, attributed to family issues. However, I kept myself motivated and happy in the
office so that my work should not be hampered, neither work space.

Scenario 3:
Everyone was not happy in the office because of issues discussed in recent meeting. However our manager kept
everyone motivated and inspired, this increased everyone’s efficiency and elevated mood.

After the Industrial revolution, society drastically changed at Individual level, family level, societal
level. Individual human beings leading materialistic comforts and giving least importance to human
relations, Joint Family system broken down and society became more selfish.
Capitalistic society created an atmosphere of uncertainty and insecurity among employees where it can’t
afford inefficiency. In this process life became more materialistic in nature. There is no inner motivation to
do best of our abilities.
Leadership failed to inculcate good attitudes among his followers where themselves don’t have such
attitudes. In the long run, organisations become inefficient if they didn’t resolve these issues.
If no peace of mind at individual level it will directly effects on his performance at organisational level
leading to losses to the organisation.
Then, what they realised was there is a need to motivate public, employees and others and understand their
emotions and using with that information one can guide to improve efficiency of an organisation. This is
how emotional intelligence concept got popularised and this is just effective management of our emotions
and use them efficiently.

What Is An Emotion?

The term Emotion is often considered synonymous with the terms ‘feeling’ and ‘mood’. For example,
Joy, sorrow, hope, love, excitement, anger, hate, and many such feelings are experienced in the course of
the day by all of us.
Feeling denotes the pleasure or pain dimension of emotion, which usually involves bodily functions.
Feeling is the name we give to emotion and feelings could be mixed different emotions.
Mood is an affective state of long duration but of lesser intensity than emotion.
Both these terms are narrower than the concept of emotion.
Affect is a broader term, generally used to describe experience of feeling or emotion.

Emotions are irrational. Emotions are unproductive. Emotions are subjective. Emotions should never guide
administrative actions.

Emotions:

Emotions are complex pattern of arousal, subjective feeling, and cognitive interpretation.
Emotions, as we experience them, move us internally.
This process involves physiological as well as psychological reactions
Emotion is a subjective feeling and the experience of emotions varies from person to person.
Ten basic emotions are joy, surprise, anger, disgust, contempt, fear, shame, guilt, interest, and excitement
with combinations of them resulting in other emotional blends. It has been noted that at least six emotions
are experienced and recognised everywhere. These are: anger, disgust, fear, happiness, sadness, and
surprise.
Some of the positive – negative emotion combinations are joy-sadness, acceptance-disgust, fear-anger, and
surprise-anticipation.
Emotions vary in their intensity (high, low) and quality (happiness, sadness, fear).
Subjective factors and situational contexts influence the experience of emotions. These factors are gender,
personality, and psychopathology of certain kinds.
 Evidence indicates that:
Women experience all the emotions except anger more intensely than men.
Men are prone to experience high intensity and frequency of anger.
This gender difference has been attributed to the social roles attached to men (competitiveness) and
women (affiliation and caring).

As much as 80% of adult’s “success” comes from EQ – Daniel Goleman

EMOTIONAL INTELLIGENCE
Perceiving Emotions
Understanding Emotions
Managing Emotions
Using (Constructively) Emotions

Importance Of Emotion:

Emotion derives charity. It is emotion that has lead Bill Gates, Azim Premji and others to give all their
wealth for charity purpose.
Nationalism, respect the national symbols of India, respect constitutional ideals and institutions, the
National Flag and the National Anthem, cherish and follow the noble ideals which inspired our national
struggle for freedom.
It is emotion only that derives civil servants to dedicate himself to the nation. Dedication is commitment
with passion. It has emotion attached with it.
Empathy and Compassion, Tolerance, Forgiveness
Sensitivity – Respect for others religious believe, humble tradition of tribal folks.
Food donation, Blood donation, being good Samaritan
Gandhiji’s talisman is based on emotion to understand the vulnerability of others.
The idea of dharma is born in heart which is full of empathy and compassion.
In matters where doubt intervenes, the natural inclination of the heart of good person becomes the
authority or the decisive factor. – Kalidasa
Emotion is an important component of Attitude.
Concept of committed bureaucracy require emotion
Charles Darwin said emotion helps in survival.
Positive emotions leads to positive behavior – like after watching movies like Bagban one will start to
respect parent even more.

Mechanism Of Emotion:

Emotion provoking event

Physiological response arousal
Cognitive appraisal to identify the cause of arousal
Subjective Experience feeling
Behavioral response – how we show or react to our feeling
EI helps you to:

Solve problems by using both logic and feelings.

Be flexible in changing situations.
Help other people express their needs.
Respond calmly and thoughtfully to difficult people.
Keep an optimistic and positive
Express empathy, compassion, and caring for others.
Continuously learn how to improve ourselves and the organization.
Enhance our interactions and communications with other culture people.

Types Of Emotions:

Positive Emotions
Joy, happiness, love, gratitude etc.
Negative Emotions
Hatred, Angry, Sad, anxiety, fear etc.

Managing Negative Emotions:

It is difficult even to imagine a life without emotions. Emotions are a part of our daily life and existence.
They form the very fabric of our life and interpersonal relations. There are various intensities of an
emotion that can be experienced by us. You can experience extreme elation or slight happiness, severe
grief.
However, most of us usually maintain a balance of emotions. When faced with such a conflicting situation
between emotions, we will face abnormal emotional reactions such as anxiety, depression etc.

Anxiety is a condition that an individual develops in case of failure to adopt

an appropriate ego defense, protect mind/self from anxiety.

Example:
Anxiety
If the individual fails to adhere to a Defense of rationalisation for his
immoral act (like cheating or stealing), he may develop intense
apprehension about the outcomes of such an act.
Anxious individuals find it difficult to concentrate or to make
decisions even for little important matters.

It affects an individual’s ability to think rationally, feel realistically,

and work effectively. The condition overwhelms the mood state of the
individual. Because of its enduring nature, the individual who suffers
from depression develops a variety of symptoms like difficulty in
falling asleep, increased level of psychomotor agitation or retardation,
 decreased ability to think or concentrate, and loss of interest in
personal or social activities, etc.
Depression In daily life, we are often faced with conflicting situations. Under
demanding and stressful conditions, a lot of negative emotions like
fear, anxiety, disgust, etc. develop in an individual to a considerable
extent.
Such negative emotions, if allowed to prevail for a long time, are
likely to affect adversely the person’s psychological and physical
health.
This is the reason why most of the stress management programmes
emphasise emotion management as an integral part of stress
management. The major focus of emotion management techniques is
the reduction of negative emotions and enhancing positive emotions
like, hope, happiness, creativity, courage, optimism, cheerfulness, etc.
Effective emotion management is the key to effective social
functioning in modern times.

Anger is a negative emotion. It carries the mind away or the person loses
control on behavioural functions during the state of anger. The major source
of anger is the frustration of motives. However, anger is not a reflex, rather
it is a result of our thinking. Neither is it automatic nor uncontrollable and
caused by others but it is a self-induced choice that the individual makes.
Anger is a result of our thinking and hence is controllable by your own
thoughts only. Certain key points in anger management are as follows:

Recognise the power of your thoughts

Realise you alone can control it
Do not engage in ‘self-talk that burns
Do not magnify negative feelings.
Do not ascribe intentions and ulterior motives to others
Anger Management Resist having irrational beliefs about people and events
Try to find constructive ways of expressing your anger
Have control on the degree and duration of anger that you choose to
express
Look inward not outward for anger control
Give yourself time to change. It takes time and effort to change a
habit.

Ways to manage negative emotions:

Enhance self-awareness:
Be aware of your own emotions and feelings.
Try to gain insight into the ‘how’ and ‘why’ of your feelings.
Appraise the situation objectively:
It has been proposed that emotion is preceded by evaluation of the event. If the event is experienced
as disturbing, your sympathetic nervous system is activated and you feel stressed. If you do not
experience the event as disturbing, then there is no stress. Hence, it is you who decides whether to
feel sad and anxious or happy and relaxed.
Self-monitoring:
This involves constant or periodic evaluation of your past accomplishments, emotional and physical
states, real and vicarious experiences. A positive appraisal would enhance your faith in yourself and
 lead to enhanced feeling of wellness and contentment.
Engage in self-modeling:
Be the ideal for yourself. Repeatedly observe the best parts of your past performance and use them
as an inspiration and motivation to perform better in the future.
Perceptual reorganisation and cognitive restructuring:
Try viewing the events differently and visualise the other side of the coin. Restructure your thoughts
to enhance positive and reassuring feelings and eliminate negative thoughts.
Be creative:
Find and develop an interest or a hobby. Engage in an activity that interests and amuses you.
Develop and nurture good relationships:
Choose your friends carefully. In the company of happy and cheerful friends you will feel happy in
general.
Have empathy:
Try understanding other’s feelings too. Make your relationships meaningful and valuable. Seek as
well as provide support mutually.
Participate in community service:
Help yourself by helping others. By doing community service (for example, helping an
intellectually challenged child learn an adaptive skill), you will gain important insights about your
own difficulties.

Enhancing Positive Emotions:

Our emotions have a purpose. They help us adapt to the ever-changing environment and are important for
our survival and well-being.
Though negative emotions protect us in such situations but excessive or inappropriate use of these
emotions can become life threatening to us, as it can harm our immune system and have serious
consequences for our health.
Positive emotions such as hope, joy, optimism, contentment, and gratitude energise us and enhance our
sense of emotional well-being. When we experience positive affect, we display a greater preference for a
large variety of actions and ideas. We can think of more possibilities and options to solve whatever
problems we face and thus, we become proactive.
Positive emotions give us a greater ability to cope with adverse circumstances and quickly return to a
normal state. They help us set up long-term plans and goals, and form new relationships.
Various ways of enhancing positive emotions are given below:
Personality traits of optimism, hopefulness, happiness and a positive self-regard
Finding positive meaning in dire Having quality connections with others, and supportive network of
close relationships
Being engaged in work and gaining mastery
A faith that binds social support, purpose and hope, leading a life of purpose
Positive interpretations of most daily events.

Bureaucracy on Emotions Modern neuroscience on Emotions

Makes us inefficient Make us effective
Sign of weakness Sign of strength
Interferes with good judgement Essential to good judgement
Distracts us Motivate us
Obstructs or slow down reasoning Enhance and speed up reasoning
Arbitrary and tyrannical Built trust and connections
Weaken neutrality Activate ethical values
Inhibit the flow of objective data Provide vital information and feedback
Complicate planning Sparks creative and innovation
Undermine management Enhances leadership
Mixed Model of Emotional Intelligence:

The mixed model was most famously described by Daniel Goleman, and is widely accepted and used
model for EI. It involves a range of competencies which are broken down into skill sets and which
together form the picture of a person’s level of EI.
Emotional Intelligence of emotional intelligence subsumes intrapersonal and interpersonal elements.

Components Of EI
The intrapersonal elements:
Self-awareness
Self-motivation
The interpersonal elements:
Social awareness
Social competence

Self-Awareness – Ability to keep negative emotions and impulses

under control
The intrapersonal elements: Self-Motivation – The drive to achieve despite setbacks, developing
skills to attain targets and taking initiative to act on opportunities.
Social-Awareness – The awareness and the tendency to appreciate
other’s feelings
The interpersonal elements: Social-Competence – Social skills that help to adjust with others, such
as team building, conflict management, skills of communicating.

SELF-AWARENESS:

It is the ability to know one’s emotions, strengths, weaknesses, drives, values, and goals and recognize
their impact on others while using gut feelings to guide decisions.
Example: One should self-aware of their own emotion
Seeing blood causes fear
When someone talking with high pitch and louder, getting angry

Advantages of Self Awareness in daily life and Administration:

An angry Bureaucrat, being self-awareness about his anger management he can manage angry public in
his official duty
A district collector can handle Journalists smoothly when raises several questions during media brief and
criticises his administration.
When someone cry, we get sympathetic towards them. By knowing our weakness few fake beneficiaries
try to get benefits from the govt simply using weapon of CRY
Personal life we may not giving promises when we are happy. So, at the end we won’t feel regret if its
unworthy promise to not get fulfilled.

SELF-MOTIVATION:
 Motivation plays vital role in shaping human behaviour. Behaviours are caused by an underlying motive.
Behaviour is goal-driven. Goal-seeking behaviour tends to persist until the goal is achieved. For achieving
their goals people plan and undertake different activities. Most of our everyday explanation of behaviour
is given in terms of motives.
Example: Why do you come to the school or college? There may be any number of reasons for this
behaviour, such as you want to learn or to make friends, you need a degree to get a good job, you want to
make your parents happy, and so on.

Motivation Cycle:

A need is lack or deficit of some necessity. The condition of need leads to drive. A drive is a state of tension or
arousal produced by a need. It energises random activity. When one of the random activities leads to a goal, it
reduces the drive, and the organism stops being active. The organism returns to a balanced state.

MOTIVATION CYCLE
Need
Drive
Arousal
Goal seeking behaviour
Achievement
Reduction of Arousal

Here are a few ways of motivating your own self as well as others:

Be planned and organised in whatever you do

Learn to prioritise your goals
Set short-term targets (In a few days, a week, a month, and so on)
Reward yourself for hitting the set targets
Compliment yourself on being an achiever each time you hit a target (Say “Cheers! I did it”, “I am really
good with that”, “I think I can do things smartly”)
If the targets seem difficult to attain, again break them up into smaller ones and approach them one by one
Always try to visualise or imagine the outcomes of all the hard work you have to put in to reach your set
goals.

Advantages of Self-Motivation:

We can finish the projects on time

Bureaucrats implements govt schemes, policies most efficiently
To fulfill some of the biological motives like Hunger, Thirst, Survival of species through sexual activity
Physiological motives like Power, success
Among kids’ curiosity develops intellectual ability
Exploration solves many questions in this universe like universe origin, how life evolved etc.

Theory of Self – Actualisation:

 Abraham Maslow attempted to portray a picture of human behaviour by arranging the various needs in a
hierarchy. His viewpoint about motivation is very popular because of its theoretical and applied value
which is popularly known as the “Theory of Self-actualisation”.
Maslow’s model can be conceptualised as a pyramid in which the bottom of this hierarchy represents basic
physiological or biological needs which are basic to survival such as hunger, thirst, etc. Only when these
needs are met, the need to be free from threatened danger arises. This refers to the safety needs of physical
and psychological nature. Next comes the need to seek out other people, to love and to be loved. After
these needs are fulfilled, the individual strives for esteem, i.e. the need to develop a sense of self-worth.
The next higher need in the hierarchy reflects an individual’s motive towards the fullest development of
potential, i.e. self-actualization. A self-actualised person is self-aware, socially responsive, creative,
spontaneous, open to novelty, and challenge. He also has a sense of humour and capacity for deep
interpersonal relationships.
Lower level needs (physiological) in the hierarchy dominate as long as they are unsatisfied. Once they are
adequately satisfied, the higher needs occupy the individual’s attention and effort. However, it must be
noted that very few people reach the highest level because most people are concerned more with the lower
level needs.

SOCIAL AWARENESS:

It is the ability to take the perspective of and empathize with others, including those from diverse backgrounds
and cultures and the ability to understand social and ethical norms for behavior and to recognize family, school,
and community resources and supports. This includes:

Service orientation – anticipating, recognizing and meeting other people’s need.

Developing others – Understanding the needs of people to progress and cultivating their abilities
Understanding opportunities through diverse people.

Emotional Intelligence

Social Capital

Social Awareness

Advantages of Social Awareness:

Developing empathy and compassion among individuals and also they are foundational values for civil
servants
Better social relationships
Understanding others based emotional needs
Fewer risky behaviours
Positive social atmosphere

SOCIAL COMPETENCE:

It is the ability to handle social relations effectively. Given the complexity of social interactions, social
competence is the product of a wide range of cognitive abilities, emotional processes, behavioral skills,
 social awareness, and personal and cultural values related to interpersonal relationships. It depends on age
to age or person to person and situation to situation it varies.
Example:
To do friendship with kids we may have to behave like kids and do childish things before them
To inculcate different cultures, we have to learn and practice their cultural practices

Advantages:

To study tribal cultures and making sure of govt initiatives reach out to them
To reach out to the civil society to make them part of administration
To strengthen human relationships
Coordination between different departments
Profession and personal life balance

Skills required to being Emotionally Intelligent:

Flexibility: Emotionally intelligent people adapt to changes. They use problem-solving to develop
options.
Optimism: Emotionally intelligent people have a positive and optimistic outlook on life. Their mental
attitude energizes them to work steadily towards goals despite setbacks.
Self-Awareness: Emotionally intelligent people are aware of how they feel, what motivates and
demotivates them, and how they affect others.
Social Skills: Emotionally intelligent people communicate and relate well with others. They listen intently
and adapt their communications to others’ unique needs, including diverse backgrounds. They show
compassion.
Emotional Control: Emotionally intelligent people handle stress evenly. They deal calmly with
emotionally stressful situations, such as change and interpersonal conflicts.

Utility Of EI:

Emotional Intelligence is a desirable moral quality rather than a skill. A well-developed EI is not only as
instrumental tool for accomplishing goals, but has a dark side as a weapon for manipulating others by
robbing them of their capacity.
New evidence shows that when people hone their emotional skills, they become better at manipulating
others. When you’re good at controlling your own emotions, you can disguise your true feelings. When
you know what others feeling are, you can motivate them to act against their own best interests.
Leaders who master emotions can rob us of our capacities for many reasons. If their values are out of step
with our own, the results can be devastating.
Instead of assuming that emotional intelligence is always useful, we need to think more carefully about
where and when it matters.
Example, there was no relationship between emotional intelligence and helping. Helping is driven by our
motivations and values, not by our abilities to understand and manage emotions. However, emotional
intelligence was consequential when examining a different behavior. Challenging the status quo by
speaking up with ideas and suggestions for improvement. Here is growing recognition that emotional
intelligence—like any skill—can be used for good or evil. So, if we’re going to teach emotional
intelligence in schools and develop it at work, we need to consider the values that go along with it and
where it’s actually useful.
Positive side of EI Negative side of EI
· Mahatma Gandhiji’s speeches inspired many
Indians to fight for independence through Non-
Violence
· Hitler speeches to play with Germans emotions
· Swamy Vivekananda speech at world parliament
of religions and Rabindranath Tagore’s writings · Left wing extremism and Terror organisations
manipulating innocent youth emotions and led them
· Martin Luther King JR’s speech inspired many to fight against state
Americans and across the world

· Nehru’s Tryst with destiny speech

Applications Of EI In Administration And Governance:

EI can be used in governance and administration for the appraisal of emotions arising from situations and better
decision making, effective emotional management during public management activities.

To improve Organisational relationships among peer employees

To recruit well qualified staff to the bureaucracy who can better at managing their emotions
To measure performancee. 360-degree feedback to assess the officials of the govt
To negotiate with corporates and NGOs to work for the govt
To inculcate social responsibility among civil society and private companies
Stress and anger management during public interaction
To prevent conflict of interest.
Be optimistic at work can build confidence and helps to meet the targets
Impersonal detachment in the day to day administration
Maintaining political neutrality irrespective of our personal ideology
Requesting written communication if any higher officials or ministers appealing to you purely based on
emotions.

Advantages Of Developing Our EI:

Improved relationships
Acting with integrity
Reduced stress levels
Improved career prospects
Improved communication with others Feeling confident and positive
Respect from others
Better empathy skills
Learning from mistakes
Increased creativity
Managing change more confidently Fewer power games at work

Emotions drive people and people drive outcomes. Investing in EI can help in enhancing social,
organisational, and national wellbeing and success.
Ways to build EI:

Encouraging Debates
Improving Emotional illiteracy
Role modelling
Improving Listening
Communication Skills
Generating empathy

EI can be inculcated in administrators at following stages:

Emotional intelligence has been accepted as a very important quality for a civil servant and administrator which
not only helps him in his official work but also helps in maintaining work- personal life balance.

The introduction of ethics paper in the civil services examination is one of

Recruitment
the creative steps to monitor the emotional intelligence of candidates.
NITI Aayog has suggested introduction of mid-career training modules for all
services and preparation of handbooks for skill orientation to improve
Training
competency which in turn can have focus on acquisition of soft skills as well
which includes the emotional intelligence of the civil servants.
According to NITI Aayog consideration of replacing annual confidential
reports (ACRs) with multi stake holder feedback (MSF) is necessary reform for
Evaluation better accountability. The multi-stake holder feedback in turn will regulate the
biased emotions in civil servants and in turn it can make civil servants more
responsive and sensitive to the needs of others.

The Effect Of Artificial Intelligence On EI

Automation and AI are bringing new opportunities and greater efficiencies to both businesses and society. This
is increasing employee and organisational focus on unique human cognitive capabilities that machines simply
cannot master. Emotional intelligence is one such area that AI and machines find hard to emulate, making it an
essential skill set in today’s age.

Consequences:

AI will change the job profile of companies

New roles will be created and many traditional roles will be occupied by automation
Surpass Human intelligence and human emotions
Erases the lines between tasks performed by machines and humans
Junior and sub junior level employees suffer more with job loss
Ethical decision making may or may not be ensured.

Benefits of EI in the era of AI

 Increase in efficiency and productivity
Higher job satisfaction
Better emotional and mental wellbeing
Reduced fear of job loss
Openness to changing attitudes
Lower attrition
Improved public relations through AI
When you have a EI you will be more honest and authentic in delivering your service which results in
positive impact on the public offices

Ways to strengthen Human Intelligence over AI:

Only those employees or people who rate highly on EI skills will have a higher chance of retaining their
jobs, compared to the ones who just have their basic technical and digital skills in place
Reskilling the workforce frequently
Increasing the area of opportunities for employees
The hiring, learning, and feedback programs in organizations have not been adapted to the age of the
machine. Ready to change with changing attitudes of technology.

Over the years job satisfaction declining. To achieve synergy between man and machine, EI will be the only
arrow in the human hand to win against Artificial Intelligence.

Previous Year Questions:

Theme Question Year

Concepts, and their utilities “Emotional Intelligence is the ability to make your emotions work
for you instead of against you”. Do you agree with this view? 2019
Discuss.
Concepts, and their utilities What does this quotations mean to you in the present context:
“Anger and intolerance are the enemies of correct understanding”. 2018
Mahatma Gandhi.
Application in
How will you apply emotional intelligence in administrative
administration and 2017
practices?
governance
Anger is a harmful negative emotion. It is injurious to both
personal life and work life. (a) Discuss how it leads to negative
Concepts, and their utilities 2016
emotions and undesirable behaviours. (b) How can it be managed
and controlled?
“The weak can never forgive; forgiveness is the attribute of the
Concepts, and their utilities 2015
strong.”
We can easily forgive a child who is afraid of the dark; the real
Concepts, and their utilities 2015
tragedy of life is when men are afraid of the light.
What is ’emotional intelligence’ and how can it be developed in
Concepts, and their utilities 2013
people? How does it help an individual in taking ethical decisions?
 There is enough on this earth for every one’s need but for no one’s
Concepts, and their utilities 2013
greed. Mahatma Gandhi.
2017
What do you understand by the term ‘voice of conscience’? How
Concepts, and their utilities
do you prepare yourself to heed to the voice of conscience?
I count him braver who overcomes his desires than him who
Concepts, and their utilities 2013
overcomes his enemies —Aristotle
Concepts, and their utilities What is meant by ‘crisis of conscience’? Narrate one incident in
your life when you were faced with such a crisis and how you 2013
resolved the same.

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