Developing Emotional Intelligence Skills for the Workplace

This report discusses the importance of developing emotional intelligence in the workplace and its relationship with effective management communication and business advantage. It evaluates different models of emotional intelligence and their applicability in meeting individual development needs. The case study focuses on Tesco, a multinational retailer.

DEVELOPING
EMOTIONAL
INTELLIGENCE
SKILLS FOR THE
WORKPLACE

INTRODUCTION
Emotional intelligence, emotional leadership, emotional quotient and emotional
intelligence quotient, is the capability of individuals to recognize their own emotions and those
of others, discern between different feelings and label them appropriately, use emotional
information to guide thinking and behavior, and manage or adjust emotions to adapt to
environments or achieve one's goals. Tesco is a British multinational groceries and general
merchandise retailer with headquarters in Welwyn Garden City, Hertfordshire, England, United
Kingdom. It is the third-largest retailer in the world measured by gross revenues and the ninth-
largest retailer in the worldmeasured by revenues. It has shops in seven countries across Asia and
Europe, and is the market leader of groceries in the UK (where it has a market share of around
28.4%), Ireland, Hungary and Thailand. This report covers issues such as the importance of
developing emotional intelligence in the workplace and the relationship between emotional
intelligence, effective management communication and business advantage, evaluate ‘models of
emotional intelligence’ you can apply to your chosen organization and explain the extent to
which you think they are appropriate in meeting the development needs of the individual and the
importance of emotional intelligence and mindfulness in the workplace and how developing
emotional intelligence can help an organization to gain competitive advantage. This report
highlights the fact that Tesco has started valuing their employees as now they believe that the
goals that they are achieving are because of them as they are able to manage the factor of
emotional intelligence well.
MAIN BODY
1. Explain the importance of developing emotional intelligence in the workplace and the
relationship between emotional intelligence, effective management communication and
business advantage.
Ans. - The development of emotional intelligence in the workplace is very much necessary
because the the employees have to work in a manner in which their abilities to deal in different
situations of the market will be evaluated. There are many times when an employee have to think
by their heart and not by their mind in the organization for making the profit and keeping the
loyal customers happy. The emotional intelligence is the ability ton understand the emotions of
the other and of our self. If any employee is able to do so then they will be able to make the right
decision which will be beneficial for the future of the organization. (Gill, and et.al., 2015) The

communication process among the employees also gets better if they have a emotional
connection in them. The contribution of emotional intelligence in the organization is that they
helps in understanding the behaviour and attitude of the employees and the other competing
firms in then market. This helps in making the best strategies for expanding the business and
making stability in the market. The organization have to deal in all the aspects with their
customers. These aspects can be emotional aspect, business aspect, profit making aspect etc. The
emotional intelligence also helps in doing the recruitment and selection of employees in the
organization. The HR mangers have the ability to catch the attitude and nature of the candidate
very quickly. This helps in choosing the best candidate for the organization. The development of
the emotions also helps in solving the conflicts and problems of the organization. For example if
the organization is facing disputes among the employees working in it, then and the employees
are not able to solve the problems and disputes among themselves then the HR department or
the senior manager of the organization use their emotional skills which help in solving the
disputes of the organization. The promotional strategies of the business and the leadership styles
used by the organization also needs the developed emotions and strong faith on the decisions
taken by the mangers of the organization. The inspiration factor is part of emotional development
in the promotional activities of the organization. The employees inspires the customers to use the
products and services of the organization emotionally by telling them the benefits and usage of
those products in the market. There are many camps and emotional advertisements made by the
organizations to attract the public by giving the emotional message related to love of parents and
family which the customer emotionally attracted towards the product and services and they
purchase it. The emotional developments also helps in improving the leadership styles and
communication of leaders with their team members. The leader must be capable to understand
the needs and wants of their team members which they show emotionally. The emotional
connection between the team leader and their members is very much important because there are
many work which can be conveyed to the employees only if the team leader is having a
emotional connection and attachment with their employees. The relation ship between the
emotional intelligence, effective management communication and the business advantage is
interlinked with each other. All these three activities of the business needs the developed
emotions of the employees and they should know how to deal with the practical situations in the
organization. The emotional intelligence makes the communication more strong and effective in

the organization. The business advantage also needs the best communication and emotional
intelligence for making the strategies of the business. The relationship between the these three
are that they all needs the emotional strategies to achieve their goal or target in the organization.
(Rufai, and et.al., 2015) The effective management communication can be made in the
organization only if the employees are having emotional connection among themselves in the
form of trust and honesty for each other which will make the work more effective and quickly
achievable. The relationship between the workers and their supervisor must be effective so that
the employees can clearly discuss all the issue and problems they are facing inn the organization.
The emotional intelligence is also very much important in the making the business strategies and
the business advantage more productive and profitable for the business of the organization. This
can be done by making the promotional strategies which will directly touch the heart of the
customers or which will directly strike in the mind of the customer so that they will easily
recognize the product and the organization which has produced that product or service. The
relationship between the emotional intelligence and the business advantage is that the many
business strategies and the business processes needs the use of emotional intelligence in the
making the B 2 B business and in dealing with other operational activities of the business.
(Herpertz, and et.al., 2016) In this the business needs emotional and practical mind to deal with
the activities of the business. In this the operation manager take the responsibility to check and
see what how much production is done in the business and how much is demanded by the
customers of the company. The business advantage is used to make the market research by doing
the telemarketing and surveys among the customers of the organization. This is used to check
what are the perception and requirements of the customers which matches their emotions and
sentiments and what are the offerings made by the organization in the market. If the product
offerings by the organization does not meet with the customers demand or it does not meets with
changing market scenario then the organization will use many emotional ways and strategies
which will make the customers emotional and will be helpful in meeting the sentiments of the
customers. This makes the customers to understand the utility of the product and they will
purchase that product without any hesitation. The relationship between the effective
communication management and business advantage must b positive if the organization wants to
achieve the success in the market. The effective communication management is helpful in
making the business advantage more strong and effective in the organization. (Parnell, R.B. and

Onge, J.L.S., 2015.) A proper communication will make good relation between the employees
working in various department of the organization. This will be helpful in increasing the
productivity and sales of the goods and services of the company. If the employees working in the
operation department will give all the correct news and if they will maintain effective
communication with the other department of the organization, then the work related to the
formation of marketing strategies and planning, human resource departments work, finance
departments work will be effected in the both positive and negative manner. All the activities
played in the organization are interrelated with each other and if there is any kind of
misunderstanding or miscommunications takes place in the organization, then the whole business
will get effected. The marketing strategies are made according the funds and capitals available
with organization and the funds are received according to the cost of production made in the
organization and the revenue generated by the organization by the sales of goods and services. In
the same way HR department of the organization also gets effected by miscommunications made
in the organization.(Pool, L.D., 2017) The business advantage is very necessary to make the
successful business. Many times due to miscommunications, the HR department is not able to
make the correct salary slip or many times unintentional mistakes are made in providing the
compensation and benefits to the families of those employees who incurred with the accidents
and who lost their lives in the organization during their work time. This can make a huge
problem in the management department of the organization. The proper communication is also
required in the finance department of the organization(Darvishmotevali, and et.al., 2018). Infract
the finance department is department which need the exact information about the financial
activities made in the organization. The miscommunication done i9n the financial sector of the
organization can lead to a big failure in all the activities and works done in the organization. The
finance department is responsible for money spend ed in the production of each and every unit of
the product in the organization. The finance department have to keep a proper record of all
spendings done organization. A single mistake done in the finance department can disturb the
whole budget of the organization.

2. Critically evaluate ‘models of emotional intelligence’ you can apply to your chosen
organization and
explain the extent to which you think they are appropriate in meeting the development needs of
the
individual.
Ans. - The Tesco used all three types of emotional intelligence models and their contribution in
developing the needs of the individual are as follows:
 Ability Model
The ability model was used in the Tesco for increasing the communication and need to
understand what the employees wants to share with their coulées in the organization. The major
points on which the organization has focused are the perceiving the emotions of the employees
by giving them proper training and development sessions in which the employees will be taught
to understand the body language, facial expressions and attitude of the other employees or the
candidates who are coming for the interview. This will be helpful in making an idea about the
expected output and their effectiveness in the Tesco. The another was the reasoning with
emotions and in this the organization used many emotional strategies in updating the promotion
and marketing plans and strategies which will benefit the organization (Lipnevich, and et.al.,
2016). The cognitive activities made in the Tesco were also influenced by the emotional reasons.
The use of emotional reasoning made a huge success in the organization. The employees were
trained to understand to emotions of the employees working in their office and the customer's
with whom they are dealing. This was done especially in the sales team who have to deal directly
with the customer of the organization. They need this training so that they can easily understand
what are the needs of the customers and they present the product accordingly in front of them.
This is very much helpful on increasing the sales of the products and services of the
organization. The employees are very well trained to manage their emotions and act according
ton the situations they are facing in front of them. The responses given by them and their
reactions according to the problems and different situations occurred in the organization must be
managed properly. These points mentioned in the ability model are fully appropriate in meeting
up with the needs and demands of the employees working in Tesco. The employees needs are
related to their overall development in the organization which will be made only if the
employees are provided with proper training and development sessions which will improve the

personality of the employees. The employees must learn how to behave and react in different
situations so that the chances of mistakes and errors gets reduced in the organization. (Mencl, J.,
Wefald, A.J. and van Ittersum, K.W., 2016.) The employees must get a change in their
personalities and their confidence level should be built. This also improves the speaking and
writing skills of the employees which helps them in making a good presentation of themselves in
the front of the customers. The employees attitude towards the work also changes because of
their emotional attachment towards the organization. (Meng, L. and Qi, J., 2018)
 Mix Model
The mix model contains the 5 components which effects the emotional intelligence of the Tesco.
The 5 components of mix model are the self awareness in which the recognition of feeling and
the confidence of the employees are increased. This is helpful in making the deals cracked very
fast by the confidence level and speaking skills of the employees of the organization. The self
awareness also helps in improving the way of interaction among the employees and the
customers of the Tesco.(Dhani, P. and Sharma, T., 2016) Most of the customers gets attracted
towards the product and serviced by the way they are presented in front of them. The
presentation of the goods and services includes the effective communication made between the
sellers and buyer, the comfort zone made during the interaction of the buyers and sellers, the
buyers ability to understand the things which the seller are explaining to them and the language
barrier which is a major issue faced by all buyers and sellers of the of the organization. The self
regulation is also one of the most important part of the mix model because the adaptability to
accept the changes made in the organization is very6 important for the employees working in the
Tesco. The reason behind this is that the organization deals in those products and services whose
demand changes very frequently with the change in market situations and taste and preferences
of the customers. The employees working in Tesco have to face the organisational changes very
frequently and the employees working in it have to adjust according to the changes. These
changes can be related to the marketing strategies, process of production in the organization,
import and export of goods and services etc. The trust is the major issue faced by the Tesco in
their business. (Thory, K., 2016) Although the customer's were having a great trust in the
products and services offered by Tesco but there was a time when the company faced trust issues
among the employees working in the organization. The employees were having the trust issues
because of the frauds and scandals made by the Tesco in the salaries of the employees and

products offered by the organization. The Tesco worked very hard to build the trust of employees
and to maintain their faith and loyalty in the organization. This trust was again gained by the
Tesco by providing many compensations and benefits to the workers working their organization.
The another part of the mix model is motivation which has to9 be generated among the
employees working in the organization. The Tesco motivated their employees to work in such an
efficient way that they achieve their commitments which they had made during the time of
joining the organization. (Mérida-López, S. and Extremera, N., 2017)The Tesco wants their
employees to remain focused on mission and vision of the organization so that they can make a
clear image about what duties and tasks they have to perform in the organization. The employees
working in the organization must take the initiatives by themselves to do or complete any task.
This will be done only if the employees are getting all the work if their interest in which they
automatically gets motivated to complete that on time. The empathy is also a major part of the
mixed model because the organization this is a only way to under the political stability and issues
which will effect the business of the Tesco. The diversity among the competitive organizations
and the what the other person is feeling about the Tesco and their offerings are also very
essential. The last part of the mixed model is the social skills of the employees which will effect
in their leadership quality, process of communications and the conflicts made inn the business of
the Tesco. (Madalinska-Michalak, J., 2015) In this the social behaviour of the employees of the
organization are checked and their effect on the progress of the business is evaluated by the
Tesco. The leadership quality of the Tesco must be up to he mark and the managers must gave
the capacity to solve the petty issues and conflicts made among the employees of the
organization.
 Trait Model
In this the model is defined as the constellation of emotional self-perceptions located at the lower
levels of personality. In this the employees must be able to understand the perceptions and
emotions of the customers. This will be helpful in understanding what are the purchasing
capacities of the consumer and what they desire to purchase from the Tesco. By this the
organization will try to produce those products which can be easily affordable by their customer's
and they must gave them a feel of royalty and premiums. The Tesco used a method in which they
were taking a survey from their customers which helped them in understanding the things which
are high in demand by their loyal customers. (Neil, and et.al., 2016) The organization made a

separate list of the goods and services which were demanded by both high incomes and low
income customer's of the organization. This helped a lot in introducing the products according to
the customers who are loyal to their brand or the customer's who daily visit the outlets of the
Tesco. The organization focused only on maximizing their profits which will help them in
making the expansion of their business. The organization also have to respect the emotions of the
customers and produce only those products which will make their customers happy and will
satisfy their needs and wants in the organization. The organization also used the personality
framework which will be helpful in investigating the traits and emotional intelligence of the
customers of the Tesco. In this the organization was respecting the emotions of all the customers
who were lying in different age bracket (Al-Adwan and et.al., 2016). The products produced by
the organization was fulfilling all the requirements and needs of the customers so that they can
make a strong customer base and increase the loyalty of the customers towards the purchase of
products and services of the Tesco.
3. Importance of emotional intelligence and mindfulness in the workplace and how developing
emotional intelligence can help an organization to gain competitive advantage.
 Emotional intelligence is the ability of a person to process and perceive the information
which affects the person emotionally. If a person process it in an effective manner then he
or she is beneficial for the company. Emotional intelligence helps the person to lead a
path by the help of providing them a framework which guides them to live a happy life. It
helps the person to easily understand the logic behind the response. Sometimes it may be
consistent and sometimes not. Managers and interns in the company who has higher level
of emotional intelligence in the company will help them evolve it. They help the
company to deal with the external or internal changes in an effective manner and it helps
in reducing the stress of the employees. There are five categories of emotional
intelligence which the employees of the company needs to learn it so that they can
achieve the level of competitive advantage for the company.
 Self Regulation-
 Person who has the ability to manage those emotions who make them think on the
negative side. It affects them and create a circumstance while adapting a change. Those
people who have this ability they can adapt the changes in a well manner, manage the

conflicts and they are the ones who take more responsibility of the work. (Kozlowski and
et.al., 2018. )
 Motivation-
 People who have the ability to motivate themselves they can achieve the ability of
gratification in comparison with achieving the reward or praise. People who have this
ability will help the company to achieve their goals because they are more focused on
goals and committed to pursue them. (Nafukho and et.al., 2016.)
 Empathy-
 Some people has the ability to understand about the feelings of other people and
how they are putting up with it. People who understand it they also easily take over the
dynamics that affect and influence the relation between people in the company. (Khan,
Masrek and Nadzar, 2017. )
 Social Skills-
 It is the ability that some of the people possess in the company so that they can
build their rapport by managing the emotions of other people by understanding the
emotions of others. They have skills such as to engage in an communication of both the
forms that is verbal and non verbal and they listen to others by these skills they connect
with others. (Gregory and et.al., 2017)
 There are some barriers which exist in the company between the partners of the
company, customer service, sales and clients. When customers feel that there needs and
concerns are not fulfilled by the company it opens up an opportunity for them to build
the relationship with their clients and interfere with the revenue and regarding their
potential. To build the relationships better with other people they need to focus on the
areas which are related to emotional intelligence. It will not only strengthen the
relationship with other people but it will also help the company to increase their revenue
by gaining the competitive advantage. (Serrat, 2017)
 Better professional relationship-
 Improving these skills will help the employees of the company so that they can
communicate with other people in an more effective manner and enhance the relationship
in a professional manner. (Farnia and Nafukho, 2016.)
 Increased personal effectiveness-

 Emotional intelligence will help the employees of the company to climb the stairs
of success so that they can achieve personal growth in life. (Dolev and Leshem, 2017.)
 Improved thinking skills-
 If this factor is learned perfectly then employees where they were facing issues on
some old work will gain new ideas to complete it. Above that it will help the employees
of Tesco to improve their skills of solving the problem and making decision. It also helps
them to think strategically and increase that capability so that they can motivate other to
not give up on their expectations. (de Geofroy and Evans, 2017. )
 Improved capability of leadership-
 Leaders at Tesco has learned the ability of emotional intelligence. It helps to
understand about the feelings of other people and understand how to motivate other,
influence them so that they can make changes in the work process of the company.
 These all factors are taken into consideration so that the company can achieve the level of
competitive advantage. (Conine Jr and Leskin, 2016. )
 Leaders at Tesco helps the company to improve their performance by taking the factor of
emotional intelligence in mind. It helps them to understand, influence, identify the factors
and the possibilities which can help them achieve success. It is said that the way people
work and the way they feel is related to each other. Companies which operates on a large
scale has employees who feel that they are valued, proud and they are being taken care of
as compared to people who work for companies who operates on a smaller scale. People
in smaller organization feels uncertain stressed and they are more fearful. Emotional
intelligence of the leaders of Tesco has helped the company to increase their performance
and achieve success in the market because their leaders has helped the company to gain
competitive advantage on a sustainable level such as loyalty of customers, culture of the
performance and high level of performance from the employees of the company. The
workplace of the company separate the employees of the company from their separate
lives. It allows them to gain high amount of emotional intelligence so that they can
develop their skills and utilize them for the development of the company and cope up
with the situations which create challenges for the company as it develops the capabilities
of the person on the basis regarding personal and social aspects. Emotional to improve
the performance and get logic behind the ideas from the employees the leaders of the

company mange their emotions by understanding them. Seniors in the company not only
manage the stress of their employees but they are the ones who addresses it in other
people. If the management of stress is done on a proper basis then the company will
observe that their results are getting better so that they can fulfil the commitment they
made to their customers and put efforts in satisfying them. Tesco is learning the value of
their employees who adapt the change and respond to it at the right time. Emotional
intelligence is a function which helps to improve the performance at both the levels that
is group and individual. Individual is the one who moves up the hierarchy of the company
with the effect of positive changes so that they can complete the task assigned to them in
an effective manner as it helps in increasing the level of outcome. Emotional intelligence
helps the company to attain goals and achieve bigger levels of success. It helps to
increase the morale so that the employees of the company can coordinate with each other
and don't engage in a conflict with each other. To achieve the goals one must achieve
motivation and for that a person needs to find out the work according to his priority and
needs so that he or she can be happy about it in order to achieve the level of required
motivation. Wealth of management emphasizes about the importance of emotional
intelligence. In the process of taking out measures for achieving the goals positive
methods and approach needs to be taken out with the increasing of the awareness and
making decisions for the betterment of the company. In order to achieve the competitive
advantage the employees of the company needs to make sure that they understand every
aspect of the task and they are motivated enough to achieve the expected results for the
company. Emotional intelligence helps the employees of the company to increase their
awareness and understand their own emotions. As communication is needed in every
organization as it is required to make relationship with other people and without
communication it is not possible. It is necessary to understand the emotions of the people
as well as the emotions of his own in order to engage in a communication which is done
with the help of enhancing the emotional intelligence. (Alsam, Rehman and Imran, 2016.)
CONCLUSION
From the above studies it has been concluded that Tesco has leaders in the market who has
achieved high level of emotional intelligence which helps the company to enhance their

operations by managing the stress of the employees and understanding their emotions. In order to
achieve the goals for the company they need to be motivated and for that they need to work
according to their preference and suitability which satisfies them. Company has hired employees
who can understand the emotion of other people and himself so that they can control the work
and outcome for the company. The most efficient employees of the company are those who are
working on their own and has the ability to remain self motivated by themselves. The company
has those people who adapt the change first in the market at the right time by evaluating all the
factors which can affect the productivity and profitability of the company. Leaders of Tesco must
train their employees so that they can cope up with the changes that are required by the market
because self regulation is very important if someone in the company starts thinking on the
negative side then instead of achieving the goals they will disrupt it and ruin it for the company.
The factor of emotional intelligence has no relation with the factor of IQ in a person but it helps
the company to achieve their goals by managing the level of stress that the employees goes
through. It is mentioned in this report that people who works in the companies which operates on
a larger scale are satisfied and people who work in a small organizations are not satisfied because
they feel uncertain and feared.

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