Emotional
Intelligence
What is emotional intelligence?
Emotional Intelligence is the
capacity to be aware of, control,
and express one’s emotions, and
to handle relationships with
empathy and good judgment.
Why emotional intelligence?
Mental Well-Being – Emotional intelligence affects our attitude and outlook on life. It can also help to alleviate
worry and avoid depression and mood swings. A high level of emotional intelligence directly correlates to a positive
attitude and happier outlook on life.
Relationships – By better understanding and managing our emotions, we are better able to communicate our
feelings in a more constructive way. We are also better able to understand and relate to those with whom we are in
relationships. Understanding the needs, feelings, and responses of those we care about leads to stronger and more
fulfilling relationships.
Conflict Resolution – When we can understand people’s emotions and empathize with their perspective, it’s much
easier to resolve conflicts or possibly avoid them before they start. We are also better at negotiation due to the very
nature of our ability to understand the needs and desires of others. It’s easier to give people what they want if we
can recognize what it is.
Success – Higher emotional intelligence helps us to be stronger internal motivators, which can reduce
procrastination, increase self-confidence, and improve our ability to focus on a goal. It also allows us to create
better networks of support, overcome setbacks, and persevere with a more flexible outlook. Our ability to delay
gratification and see the long-term directly affects our ability to succeed.
Leadership – The ability to understand what motivates others, relate in a positive manner, and to build stronger
bonds with others in the workplace inevitably makes those with higher emotional intelligence better leaders. An
effective leader can recognize what the needs of his people are, so that those needs can be met in a way that
encourages higher performance and workplace satisfaction. An emotionally savvy and intelligent leader is also able
to build stronger teams by strategically utilizing the emotional diversity of their team members to benefit the team
as a whole.
Emotional intelligence framework
Personal Skills (how we manage ourselves)
Self - awareness Knowing one’s strengths, limits, emotions and their
effects
Emotional awareness Recognizing one’s emotions and their effects
Accurate self-assessment Knowing one’s strengths and limits
Self-confidence A strong sense of one’s self-worth and capabilities
Self - Control Managing disruptive emotions and impulses
Trustworthiness Maintaining standards of honesty and integrity
Conscientiousness Taking the responsibility for personal performance
Adaptability Flexibility in handling change
Innovation Being comfortable with novel ideas, approaches, and new information
Initiative Readiness to act on opportunities
Achievement drive Striving to improve or meet a standard of excellence
Commitment Aligning with goals of the group or organization
Motivation Emotional tendencies that guide or facilitate reaching goals
Optimism Persistence in pursuing goals despite obstacles and setbacks
Social skills (how we manage relationships?)
Empathy Sensing others’ feelings and perspectives and taking an active interest
in their concerns
Understanding others Sensing others’ feelings and perspectives, and taking active interest in their
concerns
Developing others Sensing others’ development needs and support their abilities
Service orientation Anticipating, recognizing, and meeting guests’ needs
Leveraging diversity Refine opportunities through different kinds of people
Political awareness
Relationship Skills Reading a group’s
Nurturing emotional currents
key relationships, and power
resolving relationships
disagreements and working
toward shared goals
Influence Wielding effective tactics for convincing
Communication Listening openly and sending convincing messages
Conflict management Negotiating and resolving disagreements
Leadership Inspiring and guiding individuals and groups
Change catalyst Initiating or managing change
Building bonds Sponsor instrumental relationships
Collaboration & cooperation Working with others toward shared goals
Team capabilities Creating group synergy in pursuing collective goals
Those with high level of EI tend to experience a
Motivation
healthy balance
Freedom
of feelings like:
Awareness
Balance Focus Friendship
Appreciation Peace of Mind Autonomy
Desire Connection Fulfillment
Contentment
But those with a lower level of EI tend to feel more:
Loneliness Fear Emptiness
Guilt Frustration Bitterness
Depression Instability Laziness
Resentment Dependence Obligation
Victimization Disappointment Anger
Failure
Emotionally Intelligent in action
Mr. Ali called reception and he was very angry and shouting as he has been trying to reach us for the
past 30 minutes however there was no reply on the phone.
Mr. Marc is having his wedding party in the hotel and booked a photo session however the lights of the
lobby area are switched off due to the earth hour event, Guest became very angry and started to shout in
the lobby.
Mr. Suraj asked to remove the alcohol from the minibar prior of his arrival as he has kids, after check in
guest called and he was furious because his little boy consumed one of the small alcohol bottles.
Ms. Janice came to the front desk and she was very angry as she was given a wrong timing for the
airport shuttle and now she missed it and she needs to be at the airport in 10 minutes.
Mr. Magdy was angry as someone knocked on his door and opened it at 03:00 AM.
How can you use emotional Intelligence framework in handling the above
situations?
