Emotional Intelligence

Communications for Effective Management in Industry

October 12, 2021

 2

Abstract

The main objective of this report is to demonstrate the student’s ability to understand and

translate verbal input into a fact-based written report. To demonstrate this, a lecture done by Dr.

Daniel Goleman on Emotional Intelligence will be used as the verbal input reference. After

listening to lecture, facts will be translated in the form of a written report as they apply to

communications used as managerial tools.

How does emotional intelligence apply to communications used as managerial tools? In his

lecture Dr. Goleman pointed out that soft skills (emotional intelligence) carry hard consequences

in organizations even in tech industries where the culture may not value soft skills as much as

hard skills. He argued through neuroscience that because of the way the brain is structured,

emotional intelligence is the driver of all other skills or make these other skills better. Our ability

to manage and control these emotions affects the way we think and make decisions.

Emotional Intelligence

Dr. Goldman is renowned writer and psychologist who graduated from Harvard

University with a PhD. in Psychology. He wrote several books based on emotional intelligence
 3

and other topics. The most notable book is “Emotional Intelligence”, which was on the “The

New York Times” best seller list for a year and a half and was also named as one of 25 “Most

Influential Business Management Book” by several top-ranking news publisher[ CITATION Dan21

\l 1033 ]. Google, a multinational tech company, was impressed by Dr. Goldman work and

invited him to give a lecture on the emotional intelligence and how it determines success for an

organization or person. He used neuroscience to establish the link that shows soft skills

(emotional intelligence) are the catalyst for all other abilities.

How Top Tech Companies Define Competencies?

It is often related that Intelligence Quota (IQ) is the best metric to measure how effective

an employee will be in organization and ultimately the company success. This was the thought of
 4

Google Executives or big tech companies when hiring employees. They used quantitative metrics

such as grades and standardized tests for evidence of intellect and predict the success of their

companies. In other words, the higher IQ of employees the better the chances of company

success. However, these perspectives were changed by Dr. Goleman work on emotional

intelligence.

Decisions Making, Emotional Intelligence, and the Amygdala

Emotional Intelligence refers to the capacity to recognize and manage our own feelings

and to recognize and respond effectively to those of others [ CITATION Cry \l 1033 ]. So how do

we respond effectively to the feeling of others? Dr. Goleman described the brain as an elegant

machine for survival and it is shaped by survival decisions, we learned[ CITATION Tal07 \l 1033 ].

There is one structure called the Amygdala in the mid brain which receives a small part of what

of we see in-front of us (unfolding) and asks one critical question “is it a threat or not”. When the

Amygdala thinks what it sees as a threat it triggers the Hypothalamic-Pituitary-Adrenal Axis

which releases a rush stress hormone and puts in the typical “fight, flight, freeze mode”. This

reaction is based on what we learned sub consciously from previous experiences in times of

stress, anger, and fear.

Amygdala Hijack

The Amygdala prefers to be in a safe state according to Dr. Goldman but when it sees a

threat it triggers what is called the Hypothalamic–Pituitary–Adrenal Axis1 (HPA Axis). He

clarified that threats today are more of complex symbolic threats that have to do with one’s

1
The main function generally attributed to the HPA axis involves the body's reaction to stress. When
something stressful happens to us, our initial response is mediated by the sympathetic nervous system. This
response occurs almost immediately, and results in the secretion of epinephrine and norepinephrine, both of which
work to enact changes that you would generally expect if you felt stressed and/or frightened, like increased heart
rate and perspiration[ CITATION Nue14 \l 1033 ]
 5

morals, attitude, standards, and beliefs e.g., not being treated fairly. When the Amygdala see

these threats or distressing emotions, it triggers the HPA which release stress hormones that

cause our attention to be narrowed or taken over with that distressing emotion. In other words, it

prioritizes what we are thinking, and we only that see the things pertinent to the emotions it

triggered e.g., fear. A perfect example of this is when you are running late for a job interview but

can’t find your car keys. Panic steps in and creates a mental block. You are searching for the

keys, but all you are thinking about is that you will miss the interview. You decide to take a seat

and calm yourself, then you remember you already went outside and started the car. That’s an

Amygdala hijack.

So how do we know when we have an Amygdala hijack? According to Dr. Daniel

Goleman there are three symptoms.

a) We have a strong emotional response to something

b) Our response is strong and intense

c) We do, say, or write something that we will regret

HPA and Our Performance

When the HPA is triggered by the Amygdala, the impulses created by the stress hormones

goes to the right-side Prefrontal Cortex. The Prefrontal Cortex can be described as the executive

center of the brain. It receives and process information from other parts of the brain and

contributes to a wide variety of executive functions, including

a) Focusing one’s attention

b) Predicting the consequences of one’s actions; anticipating events in the

environment

c) Impulse control; managing emotional reactions

 6

d) Planning for the future

e) Coordinating and adjusting complex behaviors (“I can’t do A until B happens”)

[ CITATION Goo21 \l 1033 ]

The Prefrontal Cortex is a part of the neocortex where IQ resides. So essentially the

Amygdala integrates the executive center (intelligence center) with the emotional center. Dr.

Goleman said the Amygdala can activate the right or left side of the prefrontal cortex, but the left

side has a repressive circuit for depressogenic thoughts. Persons who have this ability (high left

side prefrontal cortex activities) have better moods, more energy, more confidence. These are the

qualities that help us to thrive and be more productive.

Categories of Emotional Intelligence.

There are four categories of emotional intelligence which are detailed below.

1. Self-Awareness – this is knowing what we feel and why are we feeling that way.

Our ability to be aware/recognize our feeling allows us to draw on the “emotions

of wisdom” we have inside our brain. The emotion of wisdom is stored in what

is called the “Basil Ganglia” in the brain and it is like a hard drive that stores all

our past decisions e.g., what is right from what is wrong. There is no connection

from the basil ganglia to the verbal cortex so the only way to communicate these

decisions are through feeling (emotions). So, being self-aware allows us to

attune to those feeling and make decisions.

2. Managing emotions – this is basically controlling those distressing emotions that

can prevent us from achieving our goals. Dr. Goleman referenced case study at

Stanford University where a couple four (4) years old kids of professors were
7

tested with a candy. They were given two options, eat the candy right away or

wait for a couple minutes and have two instead of one. Fourteen years later the

results showed that the kids who waited have far better scores at their SAT

exams, they scored above the standard deviation. So, he concluded that the

extent to which your mind is preoccupied with these distressing emotions limits

your cognitive ability and your ability to suppress these distressing emotions

promote cognitive ability.

3. Social Awareness – this is the ability to recognize the emotions of other and

respond effectively. Dr. Goleman said our brains were designed to attune and

regulate itself according to the inner state of the other person. Our ability comes

from mirror neurons in an extended circuitry connected to the amygdala. They

read another person’s face, voice, etc. for emotion and help direct us how we

should speak to them[ CITATION Cry \l 1033 ].

4. Relationship Management – this is the ability to take one’s own emotions, the

emotions of others, and the context to manage social interactions successfully.

This can be known as “friendliness with a purpose” or getting desired responses

when working with others. We can sense other’s reactions to the situation and

fine-tune our response to move the interaction in a positive direction. It is critical

that this is a genuine attempt to help everyone reach the best possible outcome

and not to ever become an act of manipulation for self-interest [ CITATION Cry \l

1033 ].
 8

Conclusion

Emotional intelligence plays an important role for us to function effectively today, more

so as leaders. Understanding our emotions, the emotions of others and how to control them

positively helps to realize the full potential of our other abilities including cognitive. It is the

catalyst for all other abilities.

“If your emotional abilities aren’t in hand, if you don’t have self-awareness, if you are

not able to manage your distressing emotions, if you can’t have empathy and have effective

relationships, then no matter how smart you are you are not going to get too far” Quote by

Daniel Goleman.
 9

Bibliography

Daniel Goleman. (2021). About Daniel Goleman. Retrieved from Daniel Golman:

https://www.danielgoleman.info/biography/

Good Therapy . (2021). Prefrontal Cortex. Retrieved from GoodTherapy:

https://www.goodtherapy.org/blog/psychpedia/prefrontal-cortex

Google, T. a. (2007, November 12). "Social Intelligence/Daniel Goleman/Talks at Google.

Retrieved from Youtube: https://www.youtube.com/watch?v=-hoo_dIOP8k

Nueroscientifically Challenged. (2014, June 4). Know Your Brian: HPA Axis. Retrieved from

Nueroscientifically Challenged:

https://www.neuroscientificallychallenged.com/blog/2014/5/31/what-is-the-hpa-axis
 10

Ott, C. (n.d.). What is Emotional Intelligence? Ohio: Ohio State University.