Emotional Intelligence

Emotional Intelligence

• It is the ability to understand and regulate our emotions and that of others to handle interpersonal relationships effectively
• Intelligence alone means the ability to acquire and apply knowledge
• EI is inclusive of intelligence + right attitude + control over emotions
• EI is important because machines are still devoid of ‘emotions’

Need for Emotional Intelligence in Civil Services

• Mainly because it requires to deal with a variety of people – rich, poor, educated, rural, urban, minority, oppressed, corrupt etc.
• Work environment of civil services has become much more complex, even hostile at times
• There’s multiplicity of work (new schemes) and shortage of personnel
• Civil service itself is beset with problems of corruption, inefficiency, external pressures, extensive paper work etc
• People have become more aware and demanding towards good governance
• Public policies are scrutinized in much detail due to media and the internet
• Therefore, it is easy to lose control over one’s emotions in such a high pressure situation on daily basis

Application of Emotional Intelligence

• To improve the performance of an individual worker
  • Increased capacity to handle stress and constant changes
  • Increased levels of commitment, motivation and focus
  • Maintaining calm at all times + clarity of thought process
  • Better ability to communicate one’s emotions / opinions
  • Ability to appreciate diversity and values of others
• Improvement in overall organizational performance
  • Increased trust levels + understanding between employees = better coordination
  • Faster conflict resolution and effective leadership (knowing what motivates others)
  • Example – Google is so successful because it has created a work culture where employees feel at complete ease. No fixed hours + resting stations + food etc