Emotional Intelligence essay free essay sample

Traditionally qualities and traits connected to leadership have included determination, toughness, and vision and have course intelligence. However, it was Daniel Goleman who initially highlighted the essential attribute of â€Å"emotional intelligence† which includes self-awareness, self-regulation, motivation, empathy, and social skill and that, when lacking, leaders are not truly the best they can be. Emotional intelligence is the key ingredient in the complicated mix of any exemplary leader. Leadership is not about personality; it’s about behavior and a noticeable set of skills. Exemplary leaders passionately believe that they can make a difference. They envision the future, creating an ideal and unique image of something greater. Through their magnetism and quiet persuasion, exemplary leaders enlist others in their dreams. They breathe life into their visions and get people to see exciting possibilities for the future. Exemplary leaders envision the future by visualizing exciting and ennobling possibilities creating a roadmap for getting there. In the Managed Heart: Commercialization of Human Feeling, Arlie Hochschild pointed out the difference between physical and emotional labor, and the importance of emotional intelligence which identified the need for monitoring emotional intelligence at work. This essay will highlight the need for managers to have knowledge of emotional intelligence in order to successfully manage in the workplace, and in order to achieve optimal employee and customer satisfaction. In order to successfully implement exceptional leadership qualities a manager must familiarize and understand the concept of emotional intelligence as well as develop a strong working relationship with his/her employees. This essay will focus on three aspects emotional intelligence implementation in the workplace. There are three aspects of implementing characteristics of emotional intelligence that this essay will focus on. Firstly, how a managers’ understanding of emotional intelligence affects the employees. Second, how emotional intelligence in the workplace affects the customer. Third, how significant the leadership of a manger with emotional intelligence can influence employees in the workplace benefitting workplace effectiveness and efficiency. When a manager establishes a professional relationship with their employees, they must not only be aware of the employees’ work ethic but also their emotions and how they interact with customers and other coworkers. The best way a manager can be influential and support their employee’s emotions and feelings is by possessing sufficient knowledge in emotional intelligence (EI). Emotional intelligence is ‘the ability to perceive emotions, to access and generate emotions so as to assist thought, to understand emotions and emotional knowledge, and to reflectively regulate emotions so as to romote emotional and intellectual growth’ (Mayer amp; Salovey, 1997:5). Employees who are experiencing personal issues at home can potentially bring them into the workplace. A manager who is well informed of emotional intelligence is able to differentiate and identify the difference between personal issues that occur at home and those that are caused in the workplace. Many org anizations now make it imperative to implement positive emotional labor into the work environment. Ashkanasy amp; Daus (2002, p. 9) claim ‘employees who bottle up negative emotions and express positive ones, can lead to emotional exhaustion and burnout’. Based on the affective events theory Ashkanasy amp; Daus (2002, p. 79); if emotional issues continue to be unresolved in the workplace it can potentially lead to impulsive acts such as quitting, anti social behavior and unproductive work. However, having sufficient knowledge in EI in collaboration with a positive attitude encouragement campaign can influence employees to be in control of their emotions without management being directly involved. For example, Best Buys awarded their employees with smiley face stickers so that customers were able to identify that they would provide exceptionally good service. Through this, a sense of pride and satisfaction is achieved through performing job roles the best they can on a professional and emotional level. Without an understanding of emotional intelligence a manager will not be able to successfully develop a complete relationship with their employees thus affecting workplace efficiency and effectiveness. The relationship between a manager and their employees is equally as important as the relationship between an employee and the customer. Naturally a mutually positive approach from both parties is expected in order to establish the best relationship possible however there are various determinants that can prevent this from occurring. King and Porter (2013, p. 81) stated that employees make stereotypical assumptions in a workplace environment to members of another department if they know they are not knowledgeable of certain content or terminologies. Harmless misconceptions can escalate to aggravation depending on the current mood of the said employee. This basic principle that occurs regularly in the workplace can be applied to a customer service workplace environment and potentially lead to dissatisfaction of customers and complaints. Similarly to King and Porter’s workplace scenario, lack of EI in the workplace can also have both positive and negative effects in a marketing approach. For example: Emotional intelligence in marketing exchanges (2011, p. 8-95) Talks about the importance of familiarizing customer orientation. ‘Customer orientation requires sales professionals to engage in behaviors that increase customer satisfaction and avoid behaviors leading to customer dissatisfaction’ (Dunlap, Dotson and Chambers 1988, p. 178). This means that employees need to be consistent in expressing a positive approach to every sale regardless of priority or importance. To obtain a reputable well renown business it i s imperative that customer loyalty is considered to be ultimately the highest of priorities. In order for this to be achieved employees need to feel confident they can communicate with their managers knowing that they are experienced in successfully dealing with emotional issues. A manager with an understanding of emotional intelligence is able utilize both negative and positive feelings and express them in way which influences his/her employees. Negative emotions such as anger, sadness or annoyance do not necessarily have to be disregarded in a workplace environment. Jennifer M George (2000, p. 031-1032) states that a manager who experiencing anger due to the discovery of sexual harassment in the workplace, can use his anger to promptly eradicate any harassment in the organization. Ultimately, effective leadership from a managerial perspective is definitive by successfully being able to coordinate and oversee the work activities of others so that their activities are completed efficiently and effectively (PEARSON, 6th edn). A positive environment is a productive environment and ‘emotionally intelligent’ managers are not only responsible but capable of ensuring that positivity levels are achieved. Research has linked positive moods to creativity suggesting, ‘when leaders are in positive moods they may be more creative’ (Isen et al. , 1987). This positively influenced level of creativity allows for managers to ‘come up with a compelling vision that contrasts with existing conditions’ (Jennifer M George, 2000, p1040) thus effectively filling the fundamental aims of successful management. In conclusion, while the understanding and implementation of emotional intelligence in the workplace can be obtained through practical experience and a manager to employee work relationship can be developed. Previous knowledge of EI will resolve conflicts and complications both efficiently and effectively. The need for managers to have knowledge of emotional intelligence in order to successfully manage in the workplace is crucial. Successful application of EI is needed in order to achieve optimal employee and customer satisfaction. Reference List: Ashkanasy, NM amp; Daus, CS 2002, Emotion in the workplace: The new challenge for managers. The Academy of Management Executive, 16(1), pp. 76–86. George, JM, 2000, Emotions and Leadership: The Role of Emotional Intelligence. Human Relations, 53(8), pp. 027–1055. Hochschild, AR (ed. ) 2012, The Managed Heart: Commercialization of Human Feeling, University of California Press, London, England. Zeidner, M, Matthews, G amp; Roberts, RD 2004, Emotional Intelligence in the Workplace: A Critical Review. Applied Psychology, 53(3), pp. 371–399 The University of New South Wales, 2012, Managing Organisations and People: MGMT1001, 6th edn, Pearson Australia, Frenches Forest, Sydney, NSW. Hardesty, David M, Kidwell Blair, Murtha Brian, R amp; Sheng, Shibin, 2011, Emotional Intelligence in Marketing Exchanges, Vol. 75 Issue 1, p. 78-95