What is emotional intelligence?

What is emotional intelligence in the workplace?

Emotional intelligence (or emotional quotient or EQ) is the ability to understand, use, and manage your emotions positively to relieve stress, communicate effectively, empathise with others, overcome challenges and defuse conflict.

Those with high EQ are also sensitive to others' feelings. In the workplace, EQ makes for happy workers, productive teams, and unified companies. Some researchers suggest that emotional intelligence can be learned and strengthened, while others claim it is a characteristic you are born with.

Emotional intelligence theories can be divided into three distinct models: the Ability model, the Mixed model, and the Trait model.

The Ability model was developed by Peter Salovey of Yale University and John Mayer of the University of New Hampshire.

• Perceiving emotions: understanding nonverbal signs such as other people's body language or facial expressions (Salovey & Birnbaum).
• Reasoning with emotions: using emotions to promote thinking and cognitive activity (Salovey & Birnbaum).
• Understanding emotions: interpreting the emotions of others around you, recognising that people can display emotions of anger when they may not be angry at you, but rather the situation.
• Managing emotions: regulating emotions and responding appropriately and consistently.

David Goleman developed the Mixed Model. Goleman's model uses "The Five Components" to efficiently describe emotional intelligence.

• Self-awareness (confidence, recognition of feelings) - the ability to understand one’s own emotions, strengths, weaknesses, value drivers, and goals whilst recognising their potential impact on others. 
• Self-regulation (self-control, trustworthiness, adaptability) - the ability to control and adjust one’s emotions to create a more positive effect. 
• Motivation (drive, commitment, initiative, optimism) - the drive and urge to do something well and to be motivated enough to achieve goals.
• Empathy (understanding others' feelings, diversity, political awareness) - the ability to identify and understand the feelings of others.
• Social skills (leadership, conflict management, communication skills) - the ability to manage relationships with others and move people in a specific direction.

The Trait Model was developed by Konstantin Vasily Petrides. He defined the trait model as "a constellation of emotional self-perceptions located at the lower levels of personality."

• A person's understanding and perception of their emotions.
• The use of a personality framework to investigate trait emotional intelligence.

The benefits of emotional intelligence in the workplace

Why does emotional intelligence in the workplace matter? Many studies have shown the countless benefits of having EQ in the workplace. Not only is it good for individuals, but it is also good for their organisations.

Some of the various benefits include:

• High EQ correlates with higher earnings
  Individuals with high emotional intelligence (EQ) often earn more and experience increased job satisfaction while facing lower burnout rates. Even small gains in EQ can lead to notable salary increases.
• Boosted productivity and efficiency
  High EQ can enhance team productivity and efficiency. Just a few emotionally intelligent members can significantly improve team dynamics and performance.
• Enhanced cohesion and trust
  Emotionally intelligent people are effective communicators, fostering open dialogue and trust among colleagues. This trust leads to stronger relationships and collaborative success.
• Effective emotion management
  Emotionally intelligent individuals better understand their own emotions, allowing them to manage stress and workload effectively while exercising impulse control for constructive behaviour.
• Healthier work environments
  A workplace filled with emotionally intelligent employees tends to reduce stress and boost morale, contributing to a stronger company culture.
• Improved self-awareness
  Emotionally intelligent individuals recognise their strengths and weaknesses, actively seek feedback, and use it for personal development.

The difference between EQ and IQ

IQ, or Intelligence Quotient, is a standard score that shows how far above or below their peer group an individual stands in mental ability. The peer group score is an IQ of 100. The IQ number is attained by giving the same assessment to vast numbers of people from all socio-economic strata and then taking the average.  

On the other hand, EQ is how you can control your emotions positively to relieve stress, communicate effectively, empathise with others, overcome challenges and defuse conflict.

It was widely considered and believed that for people to succeed, they needed to have a high IQ. However, in terms of work, both adequate IQ and EQ are necessary for performance and effective communication. Outside of the workplace, it could be argued that EQ takes precedence over IQ in our relationships and social life.

Many researchers are beginning to realise that both are necessary, but their importance may vary depending on circumstances.

Examples of emotional intelligence in the workplace

What does an emotionally intelligent workforce look like? How do they behave, and what could you expect from a more emotionally intelligent team? Here are some examples:

• Improved listening skills
  • Do not interrupt people in meetings.
  • Provide considerate, constructive feedback.
  • Provide compassionate support when needed.
• Open and honest communications
  • Welcoming honest feedback from all personnel.
  • Providing the means to submit feedback without fear.
  • Nurturing an atmosphere in which people can speak up without fear of rebuke or criticism.
• Able to cope with change
  • Not resistant to change.
  • Readily able to adapt and be flexible.
  • Finding positive aspects in challenging situations.
• Freedom to be creative
  • Workplaces that facilitate and foster creativity tend to have higher EQ.
  • They also experience the benefits of creative, ‘outside the box’ thinking.
• Introduce stress relief into their day
  • Helps to build relationships with one another.
  • More compassion.

Process for improving emotional intelligence in the workplace

While some aspects of EQ may be innate, many can be developed through intention and practice. Organisations can improve EQ among employees by encouraging both individual and team development.

Ways to Develop EQ

• Training and Workshops
  Structured sessions help individuals learn tools and techniques for managing emotions and understanding others.
• Group Activities
  Exercises like scenario role-plays or card-based games can raise awareness and foster empathy.
• Reflection
  Journaling or reviewing past emotional reactions allows people to understand their own triggers and patterns better.
• Observation Skills
  Becoming more aware of others’ emotional cues (tone, body language) enhances social understanding.
• Practising the Pause
  Slowing down reactions enables people to respond with intent rather than emotion. 
• Consider ‘why’ people behave as they do
  Consider the reasons behind someone's behaviour to deepen your understanding of emotional intelligence in real situations.
  
• Learn from criticisms
  Criticism can be a positive learning experience for emotional intelligence (EQ). Instead of reacting negatively, consider what you can learn from a different perspective. It is also important to recognise and dismiss invalid criticism, which requires developing tolerance for using feedback as a learning opportunity.
• Practice EQ
  The hardest part of developing EQ is applying it. Use tips from courses and mentoring to enhance your emotional intelligence for personal balance. Be patient; it takes time to integrate it into your life.
  

Emotional intelligence assessments

We know that you can measure IQ, but what about measuring EQ? Is this possible? The answer is yes, it can be measured. 

Thomas' assessments can help your business understand employees' emotions and how they approach the emotions of others in the workplace.

Visit the webpage or speak to one of our team to learn more.