Emotional Intelligence In the Workplace

Emotional Intelligence in The Workplace

Connor Wuori
Robert Miranda
5/17/17
Dr. Olawoyin
 Emotional Intelligence In the Workplace

Intro: An employee needsEmployees need to possess many certain qualities in order to be an

effective members of the workforce in America. There are many different types of positions and
levels of importance in the workforce. Every job has entry level workers, middle management,
and upper management. While the work may be different between these groups, there are many
similarities needed to ensure the business runs smoothly. To achieve a certain level of
professionalism an employee must be skilled in many areas at their job. Being skilled with Commented [RO1]: I dont understand the statement

technology and machinery is a skill that is very important. Being timely and diligent is also
crucial for a successful employee. All these skills are important, but there is a skill that is often
overlooked that is even more beneficial. Recent research has shown that a person with emotional
intelligence will outperform those who do not have emotional intelligence. Emotional
Intelligence (EI) is a skill that will help employees rise above the rest. Commented [RO2]: What is rise above the rest? What
does it mean in this context?

What Is Emotional Intelligence: Emotional intelligence is the ability to understand ones own Commented [RO3]: Tautology

emotions and others emotions. A person with a high level of emotional intelligence is in touch
with themselves in a healthy and positive way. Simply put, people with EI can control their own Commented [RO4]: How are you in touch with
yourself? Ambiguous
emotions and perceive others. EI is a combination of the entirety of a person. Personality,
Commented [RO5]: What is this?
Intelligence Quotient (IQ), and EI are all factors that determine how effective a person can Commented [RO6]: Perceive others what? Incomplete
sentence
become in the workplace. Figure 1 (courtesy Larkan, 2011) illustrates EQ, IQ, and personality
Commented [RO7]: EQ was never defined
are all connected with each other. For many years, IQ was the one asset that was sought after. IQ
Commented [RO8]: What does this mean? One asset
can only get a person so far unfortunately. IQ is a great asset because a person will have a great sought after?

ability to observe and learn. IQ is not a great asset to have if a person has a job with lots of
interaction. Singh and Sharma (2012) found that people with high levels of EQ were more Commented [RO9]: Why wont IQ help with interactive
job functions?
prepared to deal with the daily stress brought on by work. Those with low EQ have a harder time
dealing with stress and reading people's emotions. The individual will have a difficult time
perceiving and speaking to customers and co-workers. Cherniss and Goleman (2003) explain EI
is a great asset because a person will have crucial people skills along with being in touch with Formatted: Font color: Accent 6

themselves. Having only EI will be detrimental to an employee just like having only IQ. Having Commented [RO10]: Detrimental? Why so? Is it not a
good quality to have?
only EI will be negative because the employee may not be skilled or intelligent in areas pertinent
Commented [RO11]: ??? How is it possible to have
to their work. An effective employee will have a balance of all factors relating to EI. high level EI and it becomes a negative asset? Do
people have these traits in isolation?
 Emotional Intelligence In the Workplace

*Figure 1 illustrates how IQ, EQ, and personality intersect to make a whole person.

Why Emotional Intelligence is Important: Because of how diverse and challenging a

workplace can be, employees need to be in control of their emotions. An employee with EI will
be a valued asset in the workplace for many reasons. Fernandez (2007) states employees with Commented [RO12]: This contradicts your previous
statements.
high EQ will perceive what the customer wants and do everything in their power to make it
Commented [RO13]: Are you using EI and EQ
happen. This is because the employee understands the customer on a need basis. An employee interchangeable? It is confusing.

with Emotional intelligence will be able to motivate themselves to strive above and beyond Commented [RO14]: Why are you writing in full and
abbreviating alternatively?
because of their internal drive. Another critical skill that is possessed by people with EI is proper
Formatted: Highlight
stress management. Singh and Sharma (2012) found acute and perceived stress levels were high Formatted: Highlight
in people with EQ. Demonstrating people with EQ are able to handle stress. A sure sign that Commented [RO15]: What does a sure sign mean in
technical writing?
someone has emotional intelligence is the ability to remain calm under pressure and not let stress
get the better of them. Overall emotional intelligence is an essential part of the workplace. Formatted: Highlight

People who are skilled with EI make wonderful employees because of their abilities to manage
themselves and other people.
What Makes up Emotional Intelligence: Price (2016) explains emotional Intelligence can be Formatted: Highlight

broken down into five main categories. Figure 2 (Courtesy Price, 2016) illustrates the five Commented [RO16]: Where is Fig 2?

categories of EQ. The First category is self-awareness. Self-awareness is being in touch with
 Emotional Intelligence In the Workplace

one's personality, emotions, and desires. Essentially self-awareness is a person who knows who Commented [RO17]: Self-awareness is a person who
knows? Confusing.
they are. This trait is important because it makes the person able to know their limits and comfort
zones. This trait can also bring emotional stability. A person who is aware of their limits will
know how to control themselves when adversity appears. The second category is motivation. Commented [RO18]: Adversity doesnt not appear,
people are faced with adversity.
Motivation is the internal drive inside each person that creates action and positive behavior. A
motivated person is diligent with their work and chooses to make positive choices. There are
many things in this world that can motivate people. People who have emotional intelligence are Formatted: Highlight

motivated by the greater good brought on by positive actions. A motivated employee is

motivated to help a customer because it is the right thing to do and brings a positive outcome for
both parties. Motivation is a key to a successful and changing life. Many people are resistant to
change because it brings adversity. A person who is motivated is able to control their emotions
and power through the adversity.

The third category is empathy. Empathy is being able to understand or feel emotions with
another. Empathy is key for emotional intelligence because it goes hand in hand with perceiving Formatted: Highlight

others emotions around the workplace. A person who is empathetic will be a valued employee
because they will understand the customer's needs and make sure they are met. Empathy is
crucial simply because it will ensure the employee will go above and beyond because of the
relation on an emotional level. The fourth category is social skills. Social skills are a grouping of
abilities that deal with how people communicate and interact with people around them. Having
good social skills is good for emotional intelligence because without them there is a chance of
isolation. People that appear to have poor social skills can bring a level of uncomfortableness to
people around them. Being sloppy with word choices or misreading social cues tends to make
people gravitate away from people. Having good social skills ensures great communication and
having a group of people that can help aid one another. Having a central group of peers in the
workplace is a great support system that can help reduce stress related adversity. Good social
skills also ensure positive and smooth communication between employees and customers. When
the customers needs are met business always thrives.

The fifth and final category of emotional intelligence is self-regulation. Self-regulation is when
someone makes a conscious mental effort to change thoughts and behaviors for the better. Self-
 Emotional Intelligence In the Workplace

regulation is important because it goes hand in hand with change in the workplace. When things
change and become difficult one cannot turn their back. If a person is resistant to change then
nothing will get done. Adaptation is a part of life and cannot be ignored. A person who has
emotional intelligence will be able to face the adversity and control their emotions through self- Formatted: Highlight

regulation. Self-regulation will bring positive changes to individuals and the place they work at.
Ingram (2012) states that individuals that are in touch with these components make more
confident and secure decisions. This is because these individuals are able to control their
emotional responses to a situation effectively. Yamani, et al. (2014) show that those with
effective self-regulation skills are able to adapt to work adversity and change. All five of these
categories form a delicate balance that creates a lasting effect. Their interpersonal and
intrapersonal skills will aid coworkers and impress customers. Every employer should be willing
to teach emotional intelligence. Like anything else in the world, emotional intelligence can be Formatted: Highlight

learned. Developing each skill will require some time and dedication. But the long-term results
will be well worth it. Figure 3 (Courtesy Price, 2016) shows that businesses with employees with Commented [RO19]: Where is this Figure? Not
labeled.
EI make 34% more profits and are highly valued employees.
 Emotional Intelligence In the Workplace

*Figure 2 illustrates the five components that make up emotional intelligence. (Courtesy Price,
2016)
*Figure 3 shows why EQ is valued over IQ by employers. (Courtesy Price, 2016) Commented [RO20]: If these captions are for the
Figures above, each should be placed directly
underneath the representative figure.

Emotional intelligence training: Like any skill in life, emotional intelligence can be learned Formatted: Highlight

and mastered. Students throughout their schooling days are taught the essential basics. Such
skills as reading, writing, and math skills are the foundation for a student's education. These
skills are crucial for a student to become an effective member of the workforce. The American
workforce calls for individuals who are intelligent and proficient in technology. The American
education system does an excellent job of preparing students for the rigors of challenges brought
on by technology in the workplace. While many workers are quite competent in these areas,
many workers are not prepared for the emotional toll brought on by work. Stress for these
workers can often be overwhelming. The employees have a difficult time coping with stress
because they were not instructed proper stress management. This is because all of the
educational focus early on was put into the intelligence category. There is something that can be
improved in the American education system that will benefit the entire workforce. Ciarrochi and
Mayer (2013) suggest that teaching EQ at a young age is the way to go. Schools are suggesting
to create a curriculum that teaches emotional skills. Studies have shown that those with social
and emotional training will be more prepared for success in life. Emotional and social training
will expand students qualities in life for many reasons.

Studies show that students who are instructed about emotional education tend to have better
relationships and emotional stability. These attributes will go a long way in the students lives.
With quality social skills and emotional stability students will build and maintain quality
relationships and people interaction skills. A student that that has developed people skills will be
essential member of the workforce. Good social skills and emotional stability will benefit the
business and the employees themselves. These skills are shown to increase the wellbeing and
happiness of individuals. When people are positive and happy every attribute in life increases.
Students who are happy are shown to produce high academic performances. This makes sense
because students who are happy and surrounded by supportive peers are able to pay attention and
absorb information more efficiently.
 Emotional Intelligence In the Workplace

Research shows that emotional intelligence training at a young age will help students be prepared
for work and to have a quality life. Unfortunately, there is a problem. Not many educational
programs have incorporated or even considered implementing emotional intelligence into the
general curriculum. This is because of the challenges associated with altering an established
system can be a difficult and time demanding task. Cefai and Cavioni, (2014) state that schools
are not interested in making teachers psychologists. Education systems unfortunately are less
concerned with the mental health abilities and well-being. Extra pressure would be put on the
teachers to keep a closer eye on students. The education establishments do not see the
complications as worth it. For emotional intelligence training courses, there are a whole other set
of challenges associated with setting up courses. For starters, the courses should provide training
for everyone in the school. Students would not be the only ones in the educational system that
would receive the benefits of the courses. Teachers, principals, and superintendents are people
who would benefit from the emotional intelligence training. Their careers in the educational field
bring on a whole new set of stressors and complications that can affect performances and quality
of life. The recommendation is for the instructor to go through the same courses as the students.
This will create a sense of understanding between students and instructors. Communication and
interaction will between the two groups will be smoother and more beneficial. With everyone
working together and understanding one another productivity will increase. When productivity
increase so does academic performances. All of these factors combine to improve happiness and
quality of life for everyone involved. There seems to be endless benefits for emotional
intelligence training.

Establishing the courses for everyone is a whole other story. Unfortunately, the majority of
school systems find the lack of research the reason for not implementing the courses into the
school's curriculum. Not only that, there are many different subdivisions in the courses that need
to be added.

One foundation named the Collaborative for Academic, Social Andand Emotional Learning
(CASEL) have a few suggestions. Ciarrochi and Mayer (2013) state that CASEL courses should Commented [RO21]: One foundation or more?

start with developmental and cultural instructions. This is important so students understand the
 Emotional Intelligence In the Workplace

different emotions and backgrounds of people from other cultures. Axelrod (2010) states that
cross-cultural education is important for emotional understanding. It was not too long ago when
schools were segregated from minorities. This portion would allow other groups to see minority
groups on an emotional level. The second suggestion is for the courses to provide a caring and
engaging atmosphere. If the learning environment is oppressive or uncomfortable nothing will
get done. Emotional training needs a caring a nurturing environment. Sometimes this can be
difficult to get everyone on board with the program. Getting everyone to participate honestly is a
task that does not come easily. But if the instructors can convince the participants to be warm
and welcoming everyone will benefit.

The next portion of the class is to teach students how to exercise social skills inside and outside
of school. Having students with good social skills inside and outside of school will ensure the
students are happy and are able to communicate effectively. Addressing the social and emotional
components of learning is the next step. Instructing students this skill will increase academic
performance. With students aware of emotional intelligence, they will be prepared for the
adversity brought on by school and work in the future. Tying it all together is participation from
family and school members. With a community actively coming together to learn about
emotional intelligence there will be awareness and understanding between everyone involved.
Axelrod (2010) emphasizes cross cultural diversity. With a wider diversity of cultures coming
together a sense of unity will be formed. which in turn will create trust with the community. The
final piece of the course is updates and evaluations with those involved. This way the institution
can see if the courses are in fact helping people. If there are complications or limitations with the
courses the institution can alter the course for improvement. Courses such as these may not be
the best fit for everyone. The best thing for this is to alter the courses to make sure everyone has
the best fit. A simple fix can be more one on one training. A student that is uncomfortable
expressing themselves can still benefit from the course in a private setting.

Like any other skill, Emotional intelligence can take years to master. Which is why it is
recommended that courses for emotional intelligence are started early for the complete benefit.
By the time the students are a part of the workforce they will be much more prepared compared
to those who do not have emotional intelligence training. The concept of Emotional Intelligence
 Emotional Intelligence In the Workplace

and EI training is a new concept for many institutions. As a result, there are not many established
emotional training courses set up for adults in the workplace. Cherniss, et al. (1998) showed
many institutions just assume emotional intelligence is already developed because of age. A
study showed that the dean of a business school was quoted as saying just this. It was stated that
there was no need for the school to do anything because such skills are learned at an early age.
There is an unrealistic standard for the students to have completely developed emotional
intelligence by the time they arrive in school or the workforce. There are skeptics against
emotional intelligence because of the limited amount of research because of how new the
concept is. New concepts eventually gain traction and move forward once they become
established. Emotional intelligence is starting to become bigger in scope as more companies are
willing to incorporate emotional intelligence.

The concepts for adults already in the workplace are broken down into five phases with many
steps included in each phase. Thory (2016) states these steps will help employees find meaning
in their work through their emotions. The first step is for employees to be prepared for change in
the workplace. Adults tend to have an established way of doing things already. This step is for
managers to learn how to motivate their employees internally while being able to address the
needs of the company. This begins with managers learning the strengths and weaknesses of
employees and providing positive feedback and corrections for both. Once these needs are met
the managers need to separate employees based on learning styles and instruct each group
accordingly. Not everyone learns the same way, therefore different groups need different
instruction. Managers can expect group participation to increase once employees begin to
become more comfortable with each other and their surroundings. This is when the managers can
implement the actual training for emotional intelligence. The best method is to set up seminars
with clear and reasonable objectives for the employees. The positive relationship between
employees and management is crucial for the instruction to work. The seminars should have
models that have clearly stated goals and expectations. The goals are to be broken down into
steps that are manageable and understandable. All of these steps are to be combined with the
understanding brought on between management and the employees.
 Emotional Intelligence In the Workplace

The final two steps are to implement the training that was learned from the seminars.
Encouragement from management to the employees to use the skills that were learned is crucial
to prevent relapse. If there were any misunderstandings or confusion from the seminars there
may be a relapse of behavior. The new concepts may be a lot to take in, so naturally some people
may go back to old habits. In the workplace, it is essential that management positively reinforces
employees to avoid relapses. Following the completion of training the managers are expected to
keep tabs on employees and evaluate performances. This final step is very important to see if the
seminars and change are actually beneficial. Those who choose to actively participate in
emotional intelligence training need to help provide data for research. Because of how new
emotional intelligence training is there is a desperate need for research. The best way to this for
employers to use these methods on their employees and record performance results. This way
emotional intelligence training gets the awareness it needs and the businesses get the benefits of
the training in the process. Figure 4 (courtesy Osborn, 2015) shows how EQ can be learned and
the portion of the brain that is being used. Whether it's starting young in schools or later in life
there are options for emotional intelligence to be taught.
*Figure 4 shows EQ is a skill that can be learned as well as unlearned. (Courtesy Osborn, 2015)

*Figure 4 shows EQ is a skill that can be learned as well as unlearned. (Courtesy Osborn, 2015)

The push for emotional intelligence: Before emotional intelligence was a researched concept, Formatted: Highlight

there was a notion that intelligence was the best trait for success. Recent studies have shown that
people that have developed emotional intelligence are more likely to succeed in the future. The
 Emotional Intelligence In the Workplace

expectation that a school's valedictorian is automatically going to be more successful than others
is completely wrong. Stein and Book (2010) argue students who choose to spend their time Commented [RO22]: How does this tie to the topic?

practicing instruments or working on cars with friends are developing social and emotional skills
Success in school does not automatically equal success in life. Students who have passing grades
and have interest in other activities have a higher chance for success later in life. This makes
sense for many reasons. The American education system has a very thin margin for gauging
students futures. Many students lives revolve around grades and grades along because that is
what they have been taught for so long. So many students spend most of their adolescent lives
obsessively preparing for school. Other interests and socializing take a backseat to grades and Commented [RO23]: I dont understand the
comparison of student success in school and
scores. This has a negative long-term effect on students well-being. No socializing or interests professional EI. The texts are confusing and somewhat
disjointed.
will mean communicating and emotional stability will be hindered. Skills that are absolutely
necessary for success in the workplace. Now look on the other end of the spectrum. There are
students who care about school but have a healthy selection of interest outside of school. It can
be anything, from music to sports. These activities encourage students to be active and to express
themselves. Social skills will be developed and in the process the students will learn how to
manage emotions. They will learn about their own emotions and how to perceive others through
natural interaction. This is at the base level with no specific emotional intelligence training. This
is why there needs to be emotional intelligence training at an early age. With the proper
instruction students will be much more prepared for the workforce than those today without
instruction. The belief that IQ alone determines success needs to be altered. IQ is just one portion
of a whole person and should not glorified as much as it is. Recent research has shown that Commented [RO24]: See above

emotional intelligence is the way to go.

A study that followed the Mayer Salovey Caruso emotional intelligence test (MSCEIT) from
Kerr, et al. (2006) produced highly relevant and important data in favor of emotional
intelligence. The test was administered to 38 supervisors that held jobs in manufacturing
corporations. The test took form in an attitude survey with questions that would determine
leadership effectiveness. The survey in this particular test brought in 1,258 completed responses
for the survey. The study produced some incredible findings. Overall the test showed that
emotional intelligence is a large indicator of leadership effectiveness. The data produced from
the survey had an r value of 0.50 (r=0.50) with a p value of 0.001 (p<0.001). This data confirms
 Emotional Intelligence In the Workplace

that emotional intelligence development is a large factor of leadership effectiveness and should
be administered to employees through training. The study brings up that emotional intelligence is Commented [RO25]: ???

accepted as a key factor for developing competent employees and managers. The only problem is
the lack of broad research that is holding it back. If emotional intelligence wants to be widely Commented [RO26]: ???

accepted, larger and more detailed studies need to be created. The studies should have a more Commented [RO27]: If it wants to be?
Commented [RO28]: conducted
varied sample population and a larger research team to limit bias. Limited research is holding
back emotional intelligence acceptance.

Another example is the six seconds EQ model. Freedman (2014) provided a study that surveyed
75,000 different people across the globe. People of different races and genders were included in
the study. The study was aiming to see what factors affect decision making, performances, and Commented [RO29]: aimed

effectiveness. The findings are illustrated by Figure 5 (Courtesy Freedman, 2014). .The data
produced showed that emotional intelligence predicted 50% to 60% of these categories. When
put to a graph the data has a clear strong positive correlation in favor of emotional intelligence.
 Emotional Intelligence In the Workplace

*Figure 5 shows the correlation between EQ scores and performance outcomes. (Courtesy
Freedman, 2014)

Conclusion: For ages the most desired trait to have in the workplace was IQ. There was a
common acceptance that intelligence was more favorable because high IQ people could learn
and adapt to overcome obstacles. However recent research has shown that IQ alone is not a
guarantee for a person's success later in life. There are 3 categories that break down the central
core of a person. IQ, EQ, and personality all make up the entirety of a person. Recent research
has shown that emotional intelligence is a more important skill to have in the workplace than IQ.
This is because people with emotional intelligence are empathetic and are able to perceive
emotions of other people around them. People with high emotional intelligence also have
superior stress management and are able to make better decisions under pressure. There are
limitations to emotional intelligence research however. Because the concept is new there is a
limited amount of research to back up the claims. But the limited research that is available
typically shows data that is in favor of emotional intelligence. There is starting to be a push for Commented [RO30]: ???

emotional intelligence to be taught in schools along with other core classes. There are some
complications in adding these classes because of the limited research and changing school
curriculums. The second option is to have seminars for employees that are already in the
workforce. The demand for emotional intelligence is growing as more and more people are
seeing the importance. The research has shown that people with high emotional intelligence
outperform those who do not have emotional intelligence. It is time to start becoming aware of
just how important this skill is for daily life and for working. The benefits are near limitless and
it cannot be ignored any longer. Emotional intelligence is a crucial skill than can and should be
taught so people are prepared for their futures. If successful people will have a better quality of
life because of it.

References:

Cafai, C., & Cavioni, V. (2014). Social and Emotional Education in Primary SChoolSchool. New
York, NY: Springer.
 Emotional Intelligence In the Workplace

Cherniss , C., & et al. (1998 )1998). Bringing Emotional Intelligence to the Workplace: A
Technical
Report Issued by the Consortium for Research on Emotional Intelligence in
Organizations. Retrieved May 20, 2017 ,2017, from
http://www.eiconsortium.org/reports/technical_report.html

Cherniss , C., & Goleman, D. (2001 ). The Emotionally Intelligent Workplace: How to select
For, Measure, and improve Emotional Intelligence in Individuals, Groups, and
Organizations. . San Francisco, California :California: Jossey-Bass.

Ciarrochi , J., & Mayer, J. D. (2007 )2007). Applying Emotional Intelligence: A practitioners
Guide.
New York, NY: Psychology Press.

Clauss-Ehlers, C. S. (2010 )2010). Encyclopedia of Cross-Cultural School Psychology .

Psychology. New York,
NY: Springer.

Fernandez , C. S. (2007, February). Emotional Intelligence Inin Thethe Workplace. Retrieved

May
17, 2017 ,2017, from Commented [RO31]: Find the appropriate reference

http://journals.lww.com/jphmp/Fulltext/2007/01000/Emotional_Intelligence_in_the_Wor
kplace.13.aspx

Freedman , J. (2014, October 16). Does IQ Beat EQ? Wrong Question. Retrieved May 20, 2017
,2017,
from http://www.6seconds.org/2014/10/16/emotional-intelligence-overrated/

Ingram, R. (2013, March). Emotions, Social Work Practice and Supervision: An Uneasy
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Alliance? Retrieved June 08, 2017, from

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3991318/ Commented [RO32]: Find the appropriate reference

Larkan, S. (2011, October 10). Emotional Intelligence (EQ) Leadership Frame #1. Retrieved
June 5, 2017 , from http://www.legalleadersblog.com/2011/10/10/emotional-intelligence-
eq-leadership-frame-1/ Commented [RO33]: Avoid using blog posts

Osborn , C. (2015 , September 29). Developing Your Leaders' Emotional Intelligence . Retrieved Commented [RO34]: Find the appropriate reference,
otherwise a slideshare reference is not acceptable.
June 6, 2017 ,2017, from
https://www.slideshare.net/BizLib/developing-your-leaders-emotional-intelligence-webin
ar-092915

Price, S. (October 28, 2016.) Why Emotional Intelligence Is Key for Customer Engagement.
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Singh, Y., & Sharma, R. (2012, July). Relationship between general intelligence, emotional
intelligence, stress levels and stress reactivity. Retrieved June 08, 2017, from Commented [RO35]: Find the appropriate reference

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4117081/

Stein, S. J., & Book, H. (2006 )2006). The EQ Edge: Emotional Intelligence and Your Success.
San Commented [RO36]: Find the appropriate reference

Francisco, California :California: Jossey-Bass.

Emotional Intelligence In the Workplace