Professional Documents
Culture Documents
We want to extend our heartfelt gratitude to Prof. (Dr.) Tulika Sharma of the Institute of
Management Technology, Hyderabad, for providing the opportunity to develop our business
and professional writing abilities through this report, guiding and assisting us with the
concepts, and giving us insights to make this project impactful and enriching.
We also want to express our gratitude to the Institute of Management Technology,
Hyderabad, for providing us with the necessary study materials, a well-rounded academic
curriculum, and learning tools, all of which were extremely helpful in preparing this business
report.
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Executive Summary
Emotional intelligence (EI) refers to the ability to understand and manage one’s emotions and
those of others. It plays a role in organisational communication as it helps establish trust,
resolve conflicts, and make wiser decisions. Individuals with EI tend to lead fulfilling
personal lives and achieve success in their careers. Businesses should invest in training and
development programs to support employees in improving their EI skills. Leaders can set an
example of EI behaviour by being self-aware, empathetic, and considerate towards others.
Employees can work on enhancing their EI by developing self-awareness, listening skills, and
effective verbal and nonverbal communication abilities. By nurturing intelligence (EI), we
can build connections with colleagues, clients and partners while creating a positive work
environment where we can understand and regulate our emotions and those of others. This
enables us to handle conflicts effectively, finding solutions by empathising with other
perspectives—moreover, emotional intelligence aids in decision-making by considering the
aspects involved.
We are more capable of making choices when we have an understanding and mastery over
our own emotions and the emotions of others. The following report will discuss
understanding the EI, its role in communication and how it can benefit us in Business.
Furthermore, we will discuss tools we can use to assess Emotional Intelligence and how we
can develop them in the workplace.
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INTRODUCTION
The term Emotional Intelligence was first used by Peter Salovey and John Mayer in
the year 1990 in their article named “Emotional Intelligence” which was published in the
journal “Imagination, Cognition, and Personality”. But then the term became popular later in
the year 1995 through a book named “Emotional Intelligence” by Daniel Goleman.
Emotional intelligence plays a vital role in improving one’s professional and personal
interpersonal relations. Studies have proven that emotional intelligence improves one’s
wellbeing, interpersonal relationships, and quality of both personal and professional life.
Emotional intelligence is a skillset that can be acquired and can be measured. To have a
successful relationship with self and with others, it is important to be emotionally intelligent.
Emotional intelligence refers to the ability of an individual to understand and manage
the emotions of self and others. There are various components of emotional intelligence such
as self-awareness, empathy, etc, which will be discussed in later in the next section.
Emotional intelligence has a constantly growing impact on leadership, interpersonal
relationships, customer relations management, personality development, etc. Emotional
intelligence is also important to maintain harmonious relationships at workplace with
stakeholders, customers and with the colleagues. A set of tools were developed by Six
Seconds to measure emotional intelligence both at individual and organizational level.
Moving forward, we will discuss deeply about the various components of emotional
intelligence in workplace and thus the importance of emotional intelligence in business
communication.
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too much when something good happened. An emotionally intelligent individual
prefers to respond rather than to react immediately.
5. Social skills: An emotionally intelligent individual would have a better negotiation
skill, interpersonal skills, conflict resolution, maintain better customer relations. To
have better social skills is very vital in a workplace as all these skills needs to be
practiced daily in the workplace.
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Role of Emotional Intelligence in Communication
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Real-life examples of how emotional intelligence can enhance business
interactions.
Some real-life examples of how emotional intelligence can enhance business interactions:
A salesperson is likelier to close a deal if they can establish rapport with potential
consumers and comprehend their demands. For instance, a salesperson might begin by
gathering information from the customer through open-ended questions about their
company and objectives. They can then use this knowledge to specifically target their
sales presentation and demonstrate to the client how their good or service can aid in
accomplishing their objectives.
A manager is likelier to have a successful and engaged team if they can successfully
interact with their team members and handle disagreements. A manager, for instance,
can use active listening techniques to ensure they comprehend their team members'
worries. They might also use their mediation abilities to assist in settling disputes
among team members.
When dealing with challenging consumers, a customer care agent who can maintain
composure and empathy is more likely to resolve the customer's issue satisfactorily.
For instance, a customer support agent can begin by expressing regret and respect for
the client's feelings. They can then collaborate with the client to develop a plan of
action that addresses their needs.
A job interviewer who can make the candidate feel at ease and ease is more likely to
receive accurate and honest responses to their queries. For instance, an interviewer
with a high EI can make sure that the candidate does not feel intimidated and the
interviewer does not lose out on a good candidate with potential.
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Emotional Intelligence in Business Settings – A Strategic Imperative
1. Enhanced Teamwork:
Employees with high emotional intelligence excel as team players. They communicate
effectively, actively listen to others, and are less likely to dominate conversations.
Emotionally intelligent individuals value their colleagues' perspectives and foster trust,
creating a considerate, thoughtful, and respectful team dynamic.
2. Improved Working Conditions
Emotionally intelligent employees contribute to reduced workplace stress and enhanced
morale. A harmonious and respectful work environment strengthens company culture and
fosters job satisfaction and camaraderie among employees.
3. Flexibility:
Adaptation and growth are crucial for any organization. Emotionally intelligent employees
readily embrace change and serve as change agents within the company. Their openness to
new ideas and approaches positively influences their peers, creating a culture of flexibility
and innovation.
4. Increased Self-awareness:
Emotionally intelligent individuals possess a deep understanding of their strengths and
weaknesses. They welcome feedback and use it to fuel personal growth. Their ability to
accept constructive criticism differs from defensive reactions commonly seen in others,
leading to enhanced self-awareness and self-improvement.
5. Increased Self-control:
In challenging situations, emotionally intelligent individuals maintain composure and avoid
emotional outbursts. They recognize that reacting irrationally exacerbates problems and
instead exercise restraint, expressing emotions in a controlled manner when necessary.
Many organizations fail to recognize the importance of hiring for emotional intelligence,
leading to undervalued teams. To stand out, businesses should prioritize hiring emotionally
intelligent individuals or incorporate emotional intelligence training into their staff
development programs.
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EI Training and Development
1. Formal Training:
One effective strategy involves providing employees with formal instruction through
customized workshops and webinars led by seasoned Emotional Intelligence experts. These
expert-led sessions delve into the intricacies of EI, helping individuals grasp its nuances and
practical applications. These workshops can be tailored to meet the specific needs and
challenges of the organization, ensuring that employees receive targeted guidance to enhance
their emotional intelligence.
2. Online Training:
Online training is another valuable avenue for EI development. Platforms like SmartCoach
offer a convenient and flexible approach, delivering on-demand videos that allow employees
to access EI training at their convenience. This accessibility ensures that individuals can
engage with EI development at a pace that suits their schedules, promoting continuous
learning and growth.
3. Coaching Sessions:
One-on-one coaching sessions with certified EI experts provide personalized support for
employees seeking to elevate their emotional intelligence. These sessions are highly tailored
to the individual's unique development goals, addressing specific areas where improvement is
needed. Employees can receive guidance, feedback, and strategies for enhancing their EI
competencies through regular interactions with certified coaches.
In today's rapidly evolving business landscape, emotional intelligence is critical. Companies
that prioritize EI development through a combination of formal instruction, online training,
and coaching sessions are better positioned to excel in a competitive market. As individuals
within the organization continue to strengthen their emotional intelligence, the entire
company benefits from a workforce that is highly skilled, emotionally attuned, and adaptable,
ultimately driving sustained success and growth. Emotional intelligence is a strategic
imperative for businesses seeking sustainable success. Fostering EI in the workplace through
hiring practices and ongoing development initiatives enhances teamwork, improves working
conditions, promotes flexibility, boosts self-awareness, and increases self-control. Investing
in emotional intelligence is not just an option; it's a proven path to achieving measurable and
tangible results, ultimately propelling an organization ahead of the competition in today's
complex business landscape.
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Developing EI in the workplace
Emotional intelligence (EI) plays a role in communication and has garnered interest across
various fields, including the workplace. Individuals who possess EI tend to experience
advantages in their career growth and contribute positively to their organizations. When a
team consists of members it fosters better relationships within the group and cultivates a
positive work environment.
On the hand, employees lacking intelligence may struggle with managing their emotions.
Consequently, they often act impulsively without considering the consequences for
themselves or those around them.
1. Working towards the goals of the organization when faced with challenges.
2. Encouraging staff to be more motivated and understand their emotions as well as those
of their colleagues.
3. Promoting communication that fosters shared goals throughout the company.
4. Creating a mindset among the workforce regarding their tasks and responsibilities.
5. Building relationships. Fostering deeper connections between employees.
6. Adapting to change effectively and handling stress flexibly which is enhanced by
emotional intelligence (EI).
7. Achieving efficiencies as empathetic staff make decisions that prioritize the well-being
of everyone involved.
8. Facilitating career progression as employees with EI are likely to excel in leadership
roles.
Moreover, emotional intelligence (EI) is contagious. When companies hire employees who
possess EI or invest in developing EI skills among their existing workforce, the returns can be
more significant. This is because other employees learn to understand and manage their
emotions, ultimately becoming more effective team players.
It's essential to recognize that the benefits of EI can vary based on the roles within an
organization.
For instance, EI can play a role in human resources (HR). HR professionals constantly
communicate with colleagues across departments, building relationships and tackling staff
members' challenges.
They must master the art of communication and empathy, always striving to identify problems
even when they are not explicitly stated.
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Furthermore, HR professionals are deeply involved in recruitment efforts. Have an eye for
identifying potential candidates who would be an ideal fit for particular roles. Emotional
intelligence proves instrumental during job interviews as HR individuals need to establish
rapport with candidates while truly understanding their capabilities.
Case Studies
Several businesses have seen significant benefits from investing in emotional intelligence
training and development. Optus, a telecommunications company, experienced a 16% rise in
leadership, a 6% increase in engagement, and a 6% increase in customer attention after
implementing a custom EI leadership development program. Oracle, a multinational software
firm, improved its sales team's negotiation success rates by focusing on emotional skills
development, resulting in deeper customer relationships and increased business closures.
Faced with executive burnout and high turnover, Boeing invested in EI leadership training,
resulting in improvements in openness, flexibility, empathy, and reduced stress among its
executives.
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Challenges and Limitations
Implementing emotional intelligence in the workplace can be highly beneficial, but it's not
without challenges. Some potential obstacles to consider are:
Resistance to change: Leaders and employees may resist Changes in workplace
procedures, primarily if they are used to a distinct culture or management style. A
culture change may be necessary to implement emotional intelligence, and some
people may resist this change.
Lack of Awareness: People in any organization may not know about Emotional
Intelligence or its importance. This can create hurdles in implementing in
implementation the emotional intelligence initiatives.
Time and Resource Constraints: It takes both resources and time to create training
and development programs that make people aware of emotional intelligence and help
them develop it. For businesses, allocating resources for such programs may be
complex.
Skill Development: Emotional intelligence development is a gradual process that
needs instruction, direction, and practice. Employees might find it difficult or
impossible to develop such skills.
Organizational Cultures: Pre-existing working cultures may not support emotional
intelligence. Promoting emotional intelligence in some workplaces may be
challenging due to a prevalent culture of conflict or emotional suppression.
Generational Differences: Different generations may have different approaches
toward emotional intelligence. Older employees may be less open to the idea of
discussing emotions in the workplace. In contrast, younger generations may be more
open-minded regarding emotional intelligence and addressing emotions.
Diversity and Inclusion: Cultural and individual differences can influence how
emotions are expressed and interpreted. Organizations must know these nuances and
ensure their emotional intelligence programs are inclusive.
There are several common misconceptions about emotional intelligence that can lead to
misunderstandings. Some of these misconceptions are:
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as being agreeable or too accommodating. It is part of setting boundaries, providing
constructive feedback, and making difficult decisions.
Emotional Intelligence Is Innate and Cannot Be Developed: Some people believe
you are either born with emotional intelligence or not. In reality, emotional
intelligence is a skill that can be developed and improved with practice and self-
awareness.
Emotional Intelligence Is Only Relevant for Leaders: Individuals at all company
levels, not just leaders, benefit from Emotional Intelligence. It promotes relationship
building, effective communication, teamwork, and problem resolution, making it
necessary for everyone in the workplace.
Emotional Intelligence Is the Same as Personality: Emotional intelligence and
personality traits are related but distinct concepts. Personality traits are relatively
stable over time, while emotional intelligence is a skill that can be developed and
improved.
High Emotional Intelligence Means Suppressing Emotions: Emotional
Intelligence is not about suppressing emotions but rather about understanding,
managing, and expressing them appropriately. It's not about bottling up emotions but
about handling them constructively.
Emotional Intelligence Is a Quick Fix for All Problems: While emotional
intelligence is vital, it does not miraculously fix all issues or erase all hurdles in life. It
lays the groundwork for more robust decision-making and problem-solving abilities,
although additional skills and methods may still be rEIuired.
Emotional Intelligence Is Only Relevant in Personal Life: Emotional intelligence
is as essential in work environments as in personal life. It can lead to better
leadership, teamwork, conflict resolution, and overall job effectiveness.
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Recommendations and Conclusion
Recommendations
Here are some suggestions to enhance the role of intelligence in business communication
based on the findings of this report;
1. Provide intelligence training to all employees regardless of their position or level. This
training should cover aspects such as;
Self-awareness: Understanding your emotions and how they impact your actions.
Self-regulation: Managing and controlling emotions positively and healthily.
Goal and Motivation: Setting goals and maintaining motivation in challenging situations.
Empathy: Understanding other's feelings and responding with constructive actions.
Social skills: Building and nurturing relationships with colleagues.
2. Foster an organizational culture that values intelligence. Create a work environment where
employees feel encouraged to express their emotions while recognizing and appreciating
those who do so.
Conclusions
In communication, there is a crucial skill known as emotional intelligence. Individuals who
possess levels of intelligence have a better understanding and control over their own
emotions as well as the emotions of others. This ability enables them to form connections
with one another, make decisions, and handle conflicts more adeptly.
Employers who invest in enhancing their employees' emotional intelligence will reap
benefits. Employees with levels of intelligence are more likely to be engaged and productive
and remain loyal to the company in the long run.
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References
1. https://www.indeed.com/career-advice/career-development/emotional-intelligence-
importance#:~:text=The%20benefits%20of%20emotional%20intelligence,and
%20become%20a%20respected%20leader
2. https://online.hbs.edu/blog/post/emotional-intelligence-in-leadership
3. https://www.forbes.com/sites/forbescoachescouncil/2020/11/25/the-importance-of-
emotional-intelligence-in-business/?sh=24a66c964525
4. https://www.valamis.com/hub/emotional-intelligence-in-the-workplace
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