Do managers need emotional intelligence to manage successfully in the workplace? Why or Why not? (1000 words) In the last two decades research has been conducted regarding the significant connection between emotional intelligence, also known as Emotional –intelligence quotient (EQ), and its effective implementation with managerial skills in the workplace. 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.
The Essay on Emotional Intelligence 6
Emotional intelligence is defined as an individual’s ability to perceive, control and appraise emotions. Emotional intelligence can be learned, strengthened or be an inborn characteristic. Emotional intelligence is thus the subject of social intelligence that entails the ability to monitor one’s own and other’s thoughts and emotions, to differentiate among them and to apply information in guiding ...
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 & 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 organizations now make it imperative to implement positive emotional labor into the work environment. Ashkanasy & 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 & 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 Essay on Employee Privacy In The Workplace
Employee Privacy Rights in the Workplace Brandy Workman COM 110 For many years, there has been an ongoing fight between employers and employees pertaining to employee rights. The main thing that they have fought about is computer and email monitoring. Many employees don't seen to understand exactly employers do this. Employers monitor email accounts and company computers mainly for two reasons. ...
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 is 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).
The Research paper on Relationship between Emotional Intelligence Abilities and Team Processes
Clarke’s article seeks to use the emotional intelligence ability model to establish emotional intelligence’s significance as part of individual difference among team members and if it can affect team effectiveness. It is a report on a research conducted using the ability model of emotional intelligence to identify the relationship between EI and the transitional, action-based and inter-personal ...
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 & 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 & 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 & Sheng, Shibin, 2011, Emotional Intelligence in Marketing Exchanges, Vol. 75 Issue 1, p. 78-95
The Essay on Emotional Intelligence 9
Emotional intelligence is used to depict the capacity or skill or a case of a self perceived capacity to recognize, evaluate and control an individuals sentiments, those of others and groups. Diverse forms have been suggested for the definition and disparity exists as to how the term needs to be used. The originality of emotional intelligence is traced from the work of Darwin regarding the ...
