EMOTIONAL INTELLIGENCE

Understanding Emotional Intelligence

Emotional Intelligence (EI) refers to the ability to recognize, understand, manage, and influence one’s own emotions and the emotions of others. It involves skills such as emotional awareness, self-regulation, empathy, social skills, and motivation.

Components of Emotional Intelligence

1. Self-Awareness
   • Definition: Recognizing and understanding one’s own emotions.
   • Importance: Helps individuals understand their strengths, weaknesses, and emotional triggers, leading to better self-management.
2. Self-Regulation
   • Definition: Managing one’s emotions in healthy ways.
   • Importance: Enables individuals to remain calm and composed under pressure, make thoughtful decisions, and avoid impulsive actions.
3. Motivation
   • Definition: Using emotions to stay motivated towards achieving goals.
   • Importance: Drives individuals to remain committed, optimistic, and resilient in the face of challenges.
4. Empathy
   • Definition: Understanding and sharing the feelings of others.
   • Importance: Builds strong relationships, fosters compassion, and enhances the ability to address the needs and concerns of others.
5. Social Skills
   • Definition: Managing relationships to move people in desired directions.
   • Importance: Facilitates effective communication, conflict resolution, teamwork, and leadership.

 

Importance of Emotional Intelligence for Civil Servants in India

1. Enhanced Decision-Making

Explanation: Civil servants frequently make decisions that impact the lives of many people. High emotional intelligence helps them remain calm and think clearly in stressful situations, ensuring more rational and well-considered decisions.

Example: During a natural disaster, an emotionally intelligent civil servant can effectively manage stress, prioritize tasks, and make quick, effective decisions to coordinate relief efforts.

1. Improved Conflict Resolution

Explanation: Civil servants often deal with conflicts, whether between different groups within society or within their own teams. Emotional intelligence helps them understand different perspectives, mediate disputes, and find mutually acceptable solutions.

Example: In a community dispute over resource allocation, an empathetic civil servant can listen to all sides, acknowledge their concerns, and work towards a fair compromise.

1. Better Public Relations

Explanation: Building and maintaining trust with the public is crucial for civil servants. Emotional intelligence fosters empathy and effective communication, which are essential for understanding public concerns and maintaining positive relationships.

Example: A district collector who regularly engages with the community, listens to their grievances, and communicates transparently can build strong trust and cooperation with the public.

1. Effective Team Management

Explanation: Civil servants often lead teams and manage projects. Emotional intelligence helps them inspire and motivate their teams, manage conflicts, and foster a collaborative work environment.

Example: A project manager in a government department who understands team members’ strengths and challenges can allocate tasks effectively, provide support where needed, and maintain high team morale.

1. Resilience and Adaptability

Explanation: The role of a civil servant involves facing unexpected challenges and changes. Emotional intelligence helps them remain resilient, adapt to new situations, and maintain their effectiveness.

Example: During policy changes or political transitions, an emotionally intelligent civil servant can navigate the uncertainty with resilience and help their team adapt smoothly.

1. Ethical and Compassionate Governance

Explanation: Emotional intelligence promotes empathy and compassion, which are essential for ethical governance and making decisions that consider the well-being of all citizens.

Example: In welfare programs, a civil servant with high emotional intelligence can ensure that policies are designed and implemented in ways that genuinely address the needs of vulnerable populations.

1. Crisis Management

Explanation: During crises such as natural disasters, pandemics, or social unrest, emotional intelligence helps civil servants manage their own stress and provide calm and effective leadership to others.

Example: During the COVID-19 pandemic, emotionally intelligent leaders in public health and administration were better able to communicate effectively, manage resources, and support the community through the crisis.

Conclusion

Emotional intelligence is a critical attribute for civil servants in India. It enhances their ability to make sound decisions, manage conflicts, build public trust, lead teams effectively, and maintain resilience in the face of challenges. By cultivating emotional intelligence, civil servants can improve their overall effectiveness and contribute to more compassionate, ethical, and responsive governance.

 

Examples of emotional intelligence portrayed by Indian Civil servants

 

Examples of Emotional Intelligence Portrayed by Indian Civil Servants

1. Dr. Kiran Bedi
   • Position: Former IPS Officer and Lieutenant Governor of Puducherry.
   • Emotional Intelligence Example:
     • Empathy and Social Skills: During her tenure as Inspector General of Prisons at Tihar Jail, Dr. Bedi implemented several reforms aimed at improving the living conditions of inmates. She introduced initiatives like yoga, meditation, and vocational training, demonstrating a deep understanding of and empathy for the inmates’ needs and rehabilitation.
     • Impact: These reforms not only improved the morale and mental well-being of the prisoners but also contributed to a significant reduction in prison violence and recidivism rates.
2. E. Sreedharan
   • Position: Known as the “Metro Man” of India, former Managing Director of Delhi Metro Rail Corporation (DMRC).
   • Emotional Intelligence Example:
     • Self-Regulation and Motivation: Sreedharan’s ability to remain calm and focused under pressure was evident during the construction of the Delhi Metro. Despite facing numerous challenges, including tight deadlines and technical difficulties, he maintained his composure and motivated his team to achieve their goals.
     • Impact: His leadership and emotional intelligence were instrumental in completing the Delhi Metro project on time and within budget, setting a new standard for public transportation in India.
3. Dr. A.P.J. Abdul Kalam (Yes, He was a Civil Servant. He was working for DRDO)
   • Position: Former President of India.
   • Emotional Intelligence Example:
     • Empathy and Social Skills: Dr. Kalam was known for his humility and approachability. He regularly interacted with students and youth, inspiring them with his vision for India’s future and his personal anecdotes. His ability to connect with people from all walks of life showcased his high emotional intelligence.
     • Impact: His empathetic engagement with the public, especially the youth, fostered a sense of hope and motivation, encouraging many to pursue careers in science and public service.
4. Aruna Sundararajan
   • Position: Former Secretary, Ministry of Electronics and Information Technology.
   • Emotional Intelligence Example:
     • Empathy and Social Awareness: Aruna Sundararajan played a pivotal role in the Digital India initiative. Her ability to understand the diverse needs of India’s vast population, from rural areas to urban centres, was crucial in designing inclusive digital policies.
     • Impact: Her empathetic approach ensured that the benefits of digital infrastructure reached underserved and marginalized communities, promoting digital inclusion and bridging the digital divide.
5. R. S. Praveen Kumar
   • Position: Former IPS officer and Secretary of Telangana Social Welfare Residential Educational Institutions Society (TSWREIS).
   • Emotional Intelligence Example:
     • Empathy and Motivation: Praveen Kumar is known for his transformative work in improving the education system for marginalized communities in Telangana. He regularly visited schools, interacted with students, and motivated them to excel despite their socio-economic challenges.
     • Impact: His empathetic leadership and dedication led to significant improvements in academic performance and the overall development of students from disadvantaged backgrounds.
6. Durga Shakti Nagpal
   • Position: IAS officer known for her crackdown on illegal sand mining in Uttar Pradesh.
   • Emotional Intelligence Example:
     • Self-Regulation and Courage: Despite facing political pressure and personal threats, Nagpal remained steadfast in her commitment to enforcing the law and protecting the environment. Her ability to manage her emotions and stay focused on her duty exemplified high emotional intelligence.
     • Impact: Her actions brought significant attention to the issue of illegal sand mining and highlighted the importance of upholding environmental regulations, despite the risks involved.
7. T. N. Seshan
   • Position: Former Chief Election Commissioner of India.
   • Emotional Intelligence Example:
     • Integrity and Accountability: Seshan is credited with reforming the Indian electoral process by enforcing strict adherence to electoral laws and cracking down on malpractices. His ability to remain impartial and unwavering in the face of political opposition demonstrated high emotional intelligence.
     • Impact: His tenure restored faith in the electoral process, ensuring free and fair elections and strengthening Indian democracy.
8. Smita Sabharwal
   • Position: IAS officer known as the “People’s Officer” for her work in Telangana.
   • Emotional Intelligence Example:
     • Empathy and Transparency: Sabharwal’s initiatives in healthcare and public service delivery often involved direct interaction with the public. Her empathetic approach and transparency in governance built strong community relationships and trust.
     • Impact: Her work improved public health services and made governance more responsive to the needs of the people, particularly in rural areas.
9. K. Vijay Kumar
   • Position: Former IPS officer and advisor to the Governor of Jammu and Kashmir.
   • Emotional Intelligence Example:
     • Empathy and Conflict Resolution: Known for his role in the operation that led to the capture of the notorious bandit Veerappan, Kumar also played a key role in improving police-community relations in conflict zones like Jammu and Kashmir.
     • Impact: His empathetic approach towards the local population and his efforts to build trust and cooperation between the police and the community helped in reducing tensions and promoting peace.
10. Ajit Doval
    • Position: National Security Advisor to the Prime Minister of India.
    • Emotional Intelligence Example:
      • Self-Regulation and Strategic Thinking: Doval’s role requires maintaining calm under pressure and making strategic decisions in high-stakes situations. His ability to manage his emotions and think clearly has been critical in handling national security challenges.
      • Impact: His strategic use of emotional intelligence has contributed to India’s robust national security framework, helping to navigate complex international relations and domestic security issues.

 

Emotional intelligence is a critical attribute for civil servants in India, enabling them to handle complex and challenging situations with empathy, integrity, and effectiveness. The examples of these distinguished civil servants demonstrate how emotional intelligence can lead to transformative outcomes in public service, fostering trust, improving governance, and making a positive impact on society.

 

 

Developing Emotional Intelligence

 

1. Self-Awareness

• Practice Mindfulness: Regular mindfulness practices, such as meditation, can help individuals become more aware of their emotions and reactions.
• Reflective Journaling: Keeping a journal to reflect on daily emotional experiences can enhance self-awareness.

2. Self-Regulation

• Stress Management Techniques: Learning techniques such as deep breathing, progressive muscle relaxation, or yoga can help in managing stress and emotions.
• Pause and Reflect: Before reacting to an emotional trigger, take a moment to pause and consider the best response.

3. Motivation

• Set Personal Goals: Setting and pursuing personal goals can help harness motivation and drive.
• Positive Self-Talk: Encouraging oneself with positive affirmations can maintain motivation even during challenging times.

4. Empathy

• Active Listening: Practice active listening by fully concentrating, understanding, responding, and then remembering what is being said.
• Perspective-Taking: Try to see situations from others’ perspectives to better understand their feelings and viewpoints.

5. Social Skills

• Improve Communication: Enhance verbal and non-verbal communication skills through practice and feedback.
• Conflict Resolution: Learn and practice conflict resolution techniques to handle interpersonal disputes effectively.

 

How Emotional Intelligence Helps in Taking Ethical Decisions

1. Enhanced Self-Awareness

• Ethical Insight: Self-awareness helps individuals understand their own values, biases, and ethical beliefs. This understanding is crucial in making decisions that align with one’s ethical standards.
• Example: A self-aware public servant might recognize their own bias towards a particular policy and take steps to ensure their decision is based on objective criteria rather than personal preference.

2. Better Self-Regulation

• Impulse Control: Self-regulation prevents hasty decisions driven by emotions like anger, fear, or frustration. Instead, it promotes thoughtful and deliberate decision-making.
• Example: A manager who is upset about a subordinate’s mistake might take time to cool down before addressing the issue, ensuring their response is fair and constructive.

3. Motivation for Integrity

• Commitment to Values: Motivated individuals are more likely to adhere to their ethical principles even in the face of challenges.
• Example: An entrepreneur motivated by ethical business practices will resist the temptation to cut corners or engage in fraudulent activities to achieve short-term gains.

4. Empathy and Ethical Sensitivity

• Understanding Impact: Empathy allows individuals to consider how their decisions will affect others, leading to more compassionate and ethically sound choices.
• Example: A policy-maker considering budget cuts might use empathy to understand the potential impact on vulnerable populations and seek alternatives that minimize harm.

5. Social Skills and Ethical Leadership

• Building Trust: Good social skills help in building trust and rapport with others, creating an environment where ethical behaviour is valued and promoted.
• Example: A team leader who communicates transparently and builds strong relationships is more likely to foster a culture of integrity and accountability within the team.

Emotional intelligence is crucial for personal and professional success. It can be developed through conscious effort and practice in areas such as self-awareness, self-regulation, motivation, empathy, and social skills. For civil servants and individuals in leadership positions, high emotional intelligence enhances their ability to make ethical decisions by promoting self-awareness, self-control, motivation for integrity, empathy, and effective social interactions. These qualities are essential for creating and maintaining ethical standards in any organization or society.

 

Applying Emotional Intelligence in Administrative Practices

Applying emotional intelligence (EI) in administrative practices can significantly enhance the effectiveness, efficiency, and ethical standards of an organization. Here’s how EI can be integrated into various aspects of administrative practices:

1. Enhancing Self-Awareness and Self-Regulation

Application:

• Reflective Practices: Encourage administrators to regularly reflect on their decisions and actions to understand their emotional triggers and biases.
• Training Programs: Implement training sessions focused on stress management, mindfulness, and emotional regulation techniques.

Example: An administrator might use mindfulness techniques to remain calm during a heated meeting, ensuring that their responses are measured and thoughtful rather than reactive.

2. Improving Decision-Making

Application:

• Emotional Check-Ins: Before making important decisions, administrators should assess their emotional state to ensure clarity and objectivity.
• Ethical Frameworks: Incorporate ethical decision-making frameworks that consider the emotional and social impacts of decisions.

Example: Before deciding on budget cuts, an administrator could pause to consider the emotional impact on employees and seek alternatives that minimize negative effects.

3. Fostering Effective Communication

Application:

• Active Listening: Train administrators in active listening techniques to better understand and respond to the concerns and needs of their team and stakeholders.
• Clear and Compassionate Communication: Encourage the use of clear, empathetic communication, particularly when delivering difficult news or feedback.

Example: When addressing employee concerns about organizational changes, an administrator listens attentively, acknowledges the emotions involved, and communicates the rationale and benefits of the changes compassionately.

4. Building Strong Relationships and Teams

Application:

• Team-Building Activities: Organize activities that foster trust, collaboration, and emotional bonds among team members.
• Recognition and Appreciation: Regularly acknowledge and appreciate employees’ efforts and achievements to build morale and loyalty.

Example: An administrator might implement a peer-recognition program where employees can publicly acknowledge their colleagues’ contributions, fostering a supportive and positive work environment.

5. Managing Conflict and Resolving Disputes

Application:

• Conflict Resolution Training: Provide training in conflict resolution strategies that emphasize empathy, active listening, and collaborative problem-solving.
• Mediation: Use mediation techniques to address conflicts, ensuring that all parties feel heard and understood.

Example: During a workplace dispute, an administrator facilitates a mediation session where each party can express their perspective, leading to a mutually satisfactory resolution.

6. Promoting Empathy and Inclusiveness

Application:

• Diversity and Inclusion Initiatives: Develop policies and programs that promote diversity, equity, and inclusion within the organization.
• Empathy-Building Exercises: Conduct workshops and activities that encourage empathy, such as role-playing scenarios or storytelling sessions.

Example: An administrator might organize diversity training that includes role-playing exercises to help employees understand and appreciate different cultural perspectives and experiences.

7. Supporting Employee Well-Being

Application:

• Wellness Programs: Implement wellness programs that address physical, mental, and emotional health, such as stress management workshops, counseling services, and fitness activities.
• Work-Life Balance Policies: Create policies that support work-life balance, such as flexible working hours, telecommuting options, and adequate leave provisions.

Example: An administrator introduces a flexible work policy that allows employees to adjust their schedules to better manage personal and family responsibilities, reducing stress and increasing job satisfaction.

8. Leading by Example

Application:

• Ethical Leadership: Demonstrate ethical behaviour and integrity in all actions and decisions, setting a positive example for others to follow.
• Open Door Policy: Maintain an open door policy where employees feel comfortable discussing their concerns and seeking guidance.

Example: An administrator consistently makes decisions based on ethical principles and is transparent about their decision-making process, thereby earning the respect and trust of their team.

9. Enhancing Public Interaction and Service Delivery

Application:

• Customer Service Training: Provide training for front-line staff in emotional intelligence skills to improve interactions with the public.
• Feedback Mechanisms: Establish channels for receiving and addressing public feedback empathetically and constructively.

Example: An administrator might implement a public feedback system where citizens can voice their concerns, and responses are provided with empathy and a commitment to resolving issues.

10. Encouraging Innovation and Adaptability

Application:

• Supportive Environment: Create an environment where employees feel safe to express their ideas and take calculated risks.
• Continuous Learning: Promote a culture of continuous learning and adaptability to change.

Example: An administrator encourages a culture of innovation by holding regular brainstorming sessions and supporting professional development opportunities for staff.

Integrating emotional intelligence into administrative practices enhances the overall functioning of an organization by improving decision-making, communication, conflict resolution, and team dynamics. By fostering a work environment characterized by empathy, integrity, and effective interpersonal relationships, administrators can lead more effectively, inspire their teams, and deliver better public services. This approach not only benefits the organization but also contributes to a more positive and ethical workplace culture.

 

 

 

 

Question: Define emotional intelligence and explain its relevance in the functioning of a public administrator. How can emotional intelligence improve the decision-making process in public administration?

Question: Discuss how emotional intelligence can help civil servants manage their stress and enhance their performance, especially in high-pressure environments.

Question: “Emotional intelligence is more important in today’s world than cognitive intelligence.” Debate this statement in the context of civil services.PE 1

 

Movie/Real Life: A great example of emotional intelligence in a Bollywood movie is “Taare Zameen Par” (2007), directed by and starring Aamir Khan. The film beautifully demonstrates the use of emotional intelligence through the character of Ram Shankar Nikumbh, played by Aamir Khan, who is an art teacher at a boarding school.

Emotional Intelligence Displayed in “Taare Zameen Par”:

1. Self-Awareness:

• Nikumbh is highly self-aware of his role as a teacher and his emotional state while dealing with children. He understands his responsibility not only as an educator but also as a mentor who can influence children’s emotional and psychological well-being.

2. Empathy:

• The most evident display of emotional intelligence is Nikumbh’s empathy towards Ishaan, an 8-year-old child who struggles with dyslexia. While others label Ishaan as lazy and troublesome, Nikumbh realizes that Ishaan is a bright and creative child who merely processes information differently. His ability to empathize with Ishaan’s emotional state and struggles sets him apart from the other teachers.

3. Self-Regulation:

• Instead of reacting with frustration to the neglect shown by Ishaan’s parents and teachers, Nikumbh maintains his composure. He patiently addresses Ishaan’s learning difficulties and guides him without showing anger or irritation, which could have worsened the situation for the already sensitive child.

4. Social Skills:

• Nikumbh effectively communicates with both the school administration and Ishaan’s parents, explaining dyslexia and Ishaan’s needs in a way that fosters understanding and compassion. His ability to build relationships and gain trust shows high social intelligence.
• He also engages with Ishaan’s classmates, encouraging them to support and include Ishaan, which promotes a healthy social environment in the school.

5. Motivation:

• Nikumbh is deeply motivated by the desire to help children like Ishaan. He goes beyond the call of duty to assist Ishaan, spending time teaching him in creative ways and nurturing his self-confidence. His inner drive is fueled by a genuine concern for his students’ well-being.

Impact of Emotional Intelligence:

Through his emotional intelligence, Nikumbh transforms Ishaan’s life. He helps Ishaan discover his artistic talents, build self-confidence, and overcome the challenges he faces in learning. Nikumbh’s compassionate approach, combined with his emotional sensitivity, makes him an exemplary teacher and mentor.

Conclusion:

“Taare Zameen Par” is a perfect example of how emotional intelligence—particularly empathy, patience, and effective communication—can be used to profoundly impact the lives of others. The movie illustrates how understanding and addressing emotional needs are crucial in helping individuals overcome personal challenges.

 

 

Background: Anita Sharma, an IAS officer, has been serving as the District Magistrate (DM) in a flood-prone district. During the monsoon season, the district experiences severe flooding, leading to loss of property, displacement of people, and disruption of essential services. The situation becomes particularly challenging when a major dam upstream releases water, causing sudden and intense flooding across several villages.

The disaster leads to panic, with thousands of people displaced, inadequate relief materials, and mounting pressure from political leaders, the media, and the public. Many affected people have lost their homes, and the situation in relief camps is worsening with a shortage of food, medicines, and sanitation facilities. Adding to the chaos, local political leaders are blaming the administration for the poor response, while citizens are growing more anxious and restless.

As the district’s highest-ranking official, Anita must make quick decisions, manage public expectations, and ensure the efficient delivery of aid, all while managing the emotions of those involved and maintaining composure in the face of criticism and chaos.

Question 1: What are the alternatives available to Anita in this situation?

Alternatives:

1. Take a Strict Administrative Approach: Anita could focus solely on the logistics of relief distribution, ensuring that the essential supplies are delivered, and camps are established without engaging much with the emotional concerns of the displaced population. She could use her authority to enforce rules, avoid media interactions, and ensure that order is maintained.

Pros:

1. • Keeps the focus on managing the crisis logistically and efficiently.
   • May lead to faster decision-making without getting caught up in emotional interactions.

Cons:

1. • Ignores the emotional needs and psychological distress of the flood-affected people.
   • Could create a perception of insensitivity or detachment, leading to a loss of public trust.
   • Likely to increase public resentment and make managing the situation harder in the long run.
2. Rely Heavily on Political Leaders and Local Volunteers: Anita could delegate much of the relief effort to local political leaders and community volunteers, allowing them to take charge of distributing resources and managing camps. This would reduce the immediate burden on her and give local leaders more ownership of the relief effort.

Pros:

1. • Engages local leaders and reduces the pressure on her administrative team.
   • Gives political leaders a sense of responsibility, potentially easing their criticism of the administration.

Cons:

1. • Risks mismanagement or misallocation of resources if local leaders act based on their own interests.
   • Delegation of critical responsibilities could lead to reduced control over the quality and fairness of aid distribution.
   • Might result in a lack of coordination and transparency.
2. Use Emotional Intelligence to Build Trust and Lead Compassionately: Anita could demonstrate emotional intelligence by addressing the emotional needs of the flood-affected people, building trust with stakeholders, and maintaining calm under pressure. She can personally visit the relief camps, interact with victims to understand their concerns, acknowledge their distress, and provide reassurance. This approach would involve balancing empathy with efficient crisis management, engaging with political leaders, the media, and volunteers constructively.

Pros:

1. • Demonstrates empathy and emotional sensitivity, fostering trust and reducing panic among the displaced people.
   • Builds stronger relationships with political leaders and volunteers, promoting collaboration.
   • Inspires confidence in the administration by being visible and emotionally present.

Cons:

1. • Emotional engagement might slow down some logistical decisions.
   • Requires more time and energy from Anita, adding pressure during an already challenging time.

Question 2: What is the best alternative?

Best Alternative: Use Emotional Intelligence to Build Trust and Lead Compassionately (Alternative 3)

Solution:

The best approach for Anita is to demonstrate emotional intelligence by engaging compassionately with the flood-affected population while balancing her role as an efficient crisis manager. By acknowledging the emotional needs of the victims, she can inspire trust and cooperation from the community, volunteers, and political leaders.

Key Steps for Implementation:

1. Empathy and Active Listening:
   • Anita should visit the relief camps personally to listen to the concerns and grievances of the affected people. She can express genuine empathy and make it clear that she understands the challenges they are facing.
   • By showing concern for their emotional well-being, she can help reduce panic and provide reassurance during a time of distress.
2. Clear Communication and Transparency:
   • Anita should communicate clearly and transparently with the media and political leaders, explaining the challenges being faced by the administration. This helps reduce criticism and fosters a sense of collaboration.
   • She can organize press conferences and meetings with local leaders to update them on the situation and outline the steps being taken to manage the crisis.
3. Engaging Political Leaders and Volunteers Constructively:
   • Instead of simply delegating tasks, Anita should engage local political leaders and volunteers in a collaborative manner, ensuring they are involved in relief efforts while still maintaining control over critical decision-making.
   • She can assign clear roles to volunteers and leaders while providing oversight to ensure that resources are distributed fairly and efficiently.
4. Managing Emotions and Stress:
   • Anita should maintain her emotional regulation by staying calm under pressure. She must avoid reacting impulsively to criticism or frustration, instead responding with reasoned, composed decisions.
   • Emotional intelligence will help her manage her own stress and set an example for her team, keeping the administration focused and effective during the crisis.
5. Prioritizing Long-Term Solutions:
   • In addition to managing the immediate crisis, Anita can begin planning long-term recovery strategies, such as rebuilding homes and improving flood preparedness, which will inspire public confidence in her leadership.

Justification:

This approach uses the five components of emotional intelligence effectively:

• Self-awareness: Anita is aware of her emotional state and recognizes the need to stay calm and composed under pressure.
• Self-regulation: She is able to control her emotions and avoid acting impulsively when faced with stress, criticism, or challenges.
• Motivation: Her inner drive to serve the public effectively keeps her focused on her goal of managing the crisis efficiently.
• Empathy: Anita understands the emotional needs of the flood-affected population and engages with them compassionately, building trust.
• Social skills: She uses her interpersonal skills to collaborate with political leaders, volunteers, and the media, ensuring that everyone works together effectively.

By focusing on emotional intelligence, Anita can manage the crisis more effectively, ensuring that both the logistical and emotional needs of the people are addressed. This approach not only ensures the immediate welfare of the affected population but also strengthens long-term trust in the administration.

 

Practice Q: Question 1: Define emotional intelligence and explain its relevance in the functioning of a public administrator. How can emotional intelligence improve the decision-making process in public administration?

Question 2: Discuss how emotional intelligence can help civil servants manage their stress and enhance their performance, especially in high-pressure environments.

Question 3: “Emotional intelligence is more important in today’s world than cognitive intelligence.” Debate on this statement in the context of civil services.

 

Glossary

1. Emotional Intelligence: The ability to recognize, understand, manage, and use emotions effectively in oneself and others.
2. Self-Awareness: The ability to recognize and understand your own emotions and their impact on your thoughts and behaviour.
3. Self-Regulation: The ability to control or manage your emotions and impulses in a healthy and constructive way.
4. Motivation: The drive to achieve goals with energy and persistence, often fueled by internal satisfaction rather than external rewards.
5. Empathy: The ability to understand and share the feelings of others, and to respond to their emotional needs.
6. Social Skills: The ability to manage relationships, communicate effectively, and navigate social environments with ease.

 

 

Mayer and Salovey are two of the leading researchers on emotional intelligence (EI), and they developed one of the most influential models of EI in the early 1990s. Their model defines emotional intelligence as “the ability to perceive, understand, manage, and use emotions to facilitate thinking.” They view emotional intelligence as a set of abilities that allow individuals to reason about and with emotions, enhancing their problem-solving and decision-making abilities.

Key Components of Emotional Intelligence (Mayer and Salovey Model):

1. Perceiving Emotions:
   • This is the ability to recognize and identify emotions in oneself and others. It involves interpreting emotional cues, such as facial expressions, body language, and tone of voice.
   • Example: Being able to tell when someone is feeling sad based on their facial expression.
2. Using Emotions to Facilitate Thinking:
   • This refers to the ability to harness emotions to guide thinking and problem-solving. Emotions can help prioritize what we pay attention to and what we should respond to.
   • Example: Using positive emotions to stay motivated and focused on tasks or using emotional understanding to solve interpersonal problems.
3. Understanding Emotions:
   • This is the ability to comprehend complex emotions and how they might evolve. It involves understanding the causes and consequences of emotions, as well as how emotions interact.
   • Example: Knowing that anger can often turn into sadness or understanding how someone might react emotionally in different situations.
4. Managing Emotions:
   • This is the ability to regulate emotions in both oneself and others. It involves staying in control of one’s emotions and helping others manage theirs.
   • Example: Keeping calm under pressure or comforting a colleague who is feeling stressed.

Emotional Intelligence Abilities in Mayer and Salovey’s Model:

1. Accurate Perception of Emotions: Recognizing emotions in faces, voices, and cultural expressions.
2. Ability to Reason with Emotions: Using emotions to promote thinking and cognitive activity.
3. Ability to Understand Emotions: Comprehending the language of emotions and how they transition over time.
4. Ability to Manage Emotions: Regulating emotions in ourselves and in others to promote personal and interpersonal growth.

Application of Mayer and Salovey’s Model:

• In the Workplace: People who are high in emotional intelligence can better navigate social complexities, manage conflict, and inspire cooperation. They tend to have stronger leadership skills and maintain more effective relationships with colleagues.
• In Personal Life: Those with high emotional intelligence are more aware of their own emotions and can manage emotional stress better. They also have more fulfilling and empathetic relationships because they can understand and respond to the emotions of others more effectively.

Mayer and Salovey’s model emphasize that emotional intelligence is a cognitive ability that involves both emotional reasoning and emotional management. It is a crucial skill for both personal and professional success, helping individuals navigate complex emotional landscapes and make more informed, balanced decisions.