.Meaning of emotions A person¶s emotion is a state characterized by physiological arousal changes in facial expression. gestures. posture and subjective feelings.

. gurgling stomach. a hormone produced by the adrenal glands. anger or joy Pounding heart. Emotional expressions or visible signs of what a person is feeling are another emotional element. digest and try. sweat and nervoustics are bodily reactions initiated by fear. Most of these above changes in activity are caused by adrenaline. anger.Š Š Š Š People are moved to take action by emotions such as fear.

Sadness 4. Anticipation . Joy 5. Surprise 3.Primary Emotions 1. Anger 7. Disgust 6. Fear 2.

remorse. Sadness. awe. Primary emotions(positive emotions) Love/affection. contempt. optimism and disappointment. Anger. love. surprise. Secondary emotions(negative emotions) Fear. Disgust and Shame. .Secondary Emotions Secondary emotions or other emotions such as aggression. happiness/joy.

faking or suppressing emotions to modify the emotional expression. modifying and using the emotions that the organization believes is best to be effective.Š Š In organizations Emotional Labour may involve enhancing. For example. listen attentively and show respect to even the most problematic customers. the employee is managing. employees working in customer service may be encouraged to smile. In these cases. .

where one regulate his emotional expressions and through DEEP ACTING. where one modifies feelings in order to express a desired emotion.Š Š Š Š Some researchers have found that emotions are stressful and may result in burnout The assumption is that managing emotions requires effort. . time and energy Organization that attempt to reduce the emotions of the employees There are two ways for individuals to manage their emotions though what is called SURFACE ACTING.

. training and guidance to their employees to reduce emotions. The amount of emotional labour increases in the organization and stress also increases due to the physiological demands involved in managing emotions Management provides support for coaching. In organizations have more negative events there is likely to be more emotional labour.Š Š Š Š In both surface and deep acting there is conscious effort being employed.

Emotional Intelligence The handling of relationships interactions with others. and .

2. empathy and sensitivity to the feelings of others. The capacity for recognizing our own feelings and those of others for motivating ourselves and for managing emotion well in ourselves and in our relationship-Daners Goleman . self-control. A combination of skills and abilities such as self-awareness.Definitions 1.

Gardner has argued that there are many ways to be intelligent. A major weakness with emotional intelligence as a concept is the lack of scientifically sound.Š Š Š Š Emotional intelligence is a goal directed mental activity that is marked by efficient problem solving. musical. critical thinking and abstract reasoning. verbal. mathematical. spatial. . objective measures of the still elusive emotional intelligence construct. interpersonal and intrapersonal. The interpersonal and intrapersonal types of intelligence blend in with emotional intelligence as a type of intelligence.

Theories of Emotional Intelligence Goleman¶s approach to emotional intelligence in the workplace The Salovery and Mayer theory .

political awareness. From this book emotional intelligence counts for more than IQ or technical expertise for excellence in any job and especially for outstanding leadership. leveraging diversity. self confidence and achievement drive that contribute outstanding performance. trustworthiness.Š Š Š Š Goleman published his book working with emotional intelligence. He identifies key relationship skills such as empathy. He identifies self-master job capabilities such as initiative. . team capabilities and leadership that result in effective organizations.

At the group level.Š Š Š Š Team capabilities and leadership deal with how to develop emotional intelligence capabilities and organization that are emotional intelligent. performance. . evaluation and promotion. it means an interpersonal dynamics that makes groups smarter. At the organizational level. At the individual level elements of emotional intelligence can be identified assessed and upgraded. a priority in the concrete terms of hiring. it means revising the value hierarchy to make emotional intelligence. training and development.

Goleman¶s dimensions of emotional intelligence in the workplace Self-awareness Self-management Self-motivation Empathy Social skills .

¶Emotional Intelligence· They purpose that emotional intelligence emphasizes for cognitive components.Š Š Salovery and Mayer first coined term. A capacity to perceive emotion  To integrate it in thought  To understand it  To manage it effectively .

Š Š Š They believe it is more important that emotional intelligence fits within the domain of conceptual definitions of intelligence. . They propose that the ability to process effective information is an intellectual aptitude The theoretical and research work of Salovery and Mayer uses a variety of self report measures of emotional intelligence.

presently the Salovery and Mayer scales such as the MEIS are cumbersome for respondents and take significant time to complete.Š Š Š They develop their own scales and borrow from the work of other psychologists Unfortunately. Salovery and Mayer temper any claims about the link between emotional intelligence and career success. .

org/measures/msceit. namely Multifactor Emotional Intelligence Scale (MEIS). 2002) http://www. MSCEIT was developed from an intelligencetesting tradition formed by the emerging scientific understanding of emotions and their function and from the first published ability measure specifically intended to assess emotional intelligence.eiskills.htm l. http://www. & Caruso.html .eiconsortium.com/MSCEIT. Salovey.Š Š Š Mayer-Salovey-Caruso Emotional Intelligence Test (MSCEIT) is an ability-based test designed to measure the four branches of the EI model of Mayer and Salovey. In addition to these 15 scores. there are three Supplemental scores (Mayer. two Area scores. four Branch scores. and eight Task scores. MSCEIT consists of 141 items and takes 30-45 minutes to complete. MSCEIT provides 15 main scores: Total EI score.