Emotional Intelligence at the Workplace - Essay

Developing Emotional Intelligence Skills for the
Workplace
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Contents
INTRODUCTION...........................................................................................................................4
1. Discuss about the importance of developing emotional intelligence at workplace and
relationship between communication, Emotional intelligence, Business advantage and
effective management communication........................................................................................5
2. Critically evaluate the models of emotional intelligence and apply on Santander Bank and
also understand that how it appropriate in the meeting the development needs of individual....8
3 Importance of emotional intelligence & how emotional intelligence can help Santander Bank
to gain competitive advantages..................................................................................................12
CONCLUSION..............................................................................................................................16
REFERENCES..............................................................................................................................18
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INTRODUCTION
Emotional intelligence refers the capacity of controlling, expressing of own emotions and
Handling interpersonal relationship empathetically. Emotional intelligence and its all 5
components like self-awareness, motivation, self-regulation, empathy and social skills play a
vital role within an organization. All these components of emotional intelligence help the
company to accomplish their pre-determined goals and take competitive advantages by
understanding emotions of others. This present essay is based on Santander Bank that is wholly
owned subsidiary of Spanish Santander Group. Headquarters of this bank is in 75 State Street
Boston, Massachusetts, U.S. It operates approximate 650 retail banking offices & over 2,000
ATMs. In the context of services and products it offers retail banking services, banking services,
mortgages, cash management etc. Santander Bank provides employment approximately 9,900
people. It was founded by Sovereign bank, Wyomissing, Pennsylvania in the year of 1902
(Vargas-Hernández and Medina, 2016).
This essay is going to show importance of developing emotional intelligence at
workplace as it has an effective and strong interrelationship with effective management
communication & business advantages. It will evaluate models of emotional intelligence and
their application in Santander Bank because it helps them to satisfy developing needs of the
individual to the great extent. Further this essay will also discuss that Mindfulness and emotional
intelligence are strongly interrelated with each other as mindfulness helps individuals to increase
emotional intelligence skills.
Overview
Santander is based on the retail banking company and located in Boston. Santander bank
was formed in 1902 and it is the subsidiary of Spanish Santander group. It operates many other
type of retail banks and ATM services, which offers the different financial services such as
capital market, cash Flow, Insurance, Corporate banking and retail banking etc. There are
approximately 9,800 employee work in the organization and performing different operations.
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1. Discuss about the importance of developing emotional intelligence at workplace and
relationship between communication, Emotional intelligence, Business advantage and
effective management communication.
Emotional intelligence is an ability to recognize the real emotions of people and other at
workplace. The concept been introduced by Psychologists perter in 1990 and he was developed
an idea in 1995. Emotional intelligence is a capacity to evaluate, identify and manage the
emotions while it can be developed and trained (Rezvani, Khosravi and Ashkanasy, 2018). It has
been considered emotional intelligence capacity to manage and understand the emotions while
emotional skill may come naturally to the people, these are important things that anyone can
improve their own emotions and also control during business operations. There are five different
types of components applicable in the emotional intelligence.
Self-awareness is an ability to recognise and understand own emotions and its significant
impact on other people. It is the initial step which require to do self-evaluation for identify the
emotional aspects and behavioural of psychological. On the other hand, it is required for improve
the self-awareness so that it must keep hand the situation that have triggered disrupting emotions.
For Example- Staff members use the information to understand situation and give their own
reactions towards work. Leader must be receiving the feedback from the other employee and also
help in the task completion of Santander bank.
Self-regulation is another process that has ability to manage negative and disruptive
emotions where employee will adopt changes in the Santander Bank. There are many peoples
skilled in the self-regulation for managing conflict and easily adopt new things. For Example-
Leaders are taking the responsibilities, if staff made mistakes rather than shouting or blaming. If
people feel guilty so that it duties for respect the dignity of staff and provide right direction. It
also provides the awareness to implement self-regulation in their work culture.
Motivation is based on self-motivate with concern about for achieving self-gratification
and internal which opposed to give reward. In Santander bank, employee motivate themselves
and committed towards their goals and objectives. It is an essential part of emotional intelligence
to remain maintain the optimistic because it helps to motivate the other employees in positive
manner. It is required to increase the staff motivation for improving the performance of
Santander Bank.
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Empathy helps to recognise understanding of people and how employee can feel or
responds towards the social situation etc. It allows an individual to identify the dynamic idea that
influence the relationship at workplace and personal. For Example- if manager give angry
reaction when it has found that employees has been arriving to the workplace after deadline. In
this way, it is an essential for employees to follow the time management so that manager feel
satisfy with the staff members (Miao, Humphrey and Qian, 2018). Employee will respect to their
manager and improve the performance of jobs in Santander bank.
In Santander bank, Manager has an ability to understand the feeling of employees but
involve the response of people according to the information. It includes that just being an able to
recognise the emotional status of workers. Managers are likely influences that how it can
response to the individual and might be treated with extra concern or care.
Social Skills is an ability to control the emotions of other through own understanding and
also connect with the other people by using skills such as communication, listening etc. In
Santander bank, manager can use the social skill to influence the emotions of other staff
members effectively and efficiently. If managers are able to understand and manage the situation
of enterprises, then they are started to understand the emotions and feelings of employees. In the
professional setting in Santander bank, managers and leaders are being able to create strong
relationship with the worker and provide the benefits. They can use their social skill such as
leadership, active listening, communication etc. Being able to communicate with the workers
which involves the emotional intelligence for understanding their emotion and feelings. It helps
for manager to coordinate between worker which support the entire functionality of enterprises.
Importance of developing emotional intelligence at workplace
Emotional intelligence plays important role in the academic success because it helps for
people to improve their own understanding towards situations and conditions. It brings the
liability, trust and commitment between the employee in the organization. The success of people
job performance occurs due to emotional intelligence because it depends on the level of EI.
Managers and leaders are important person in the Santander bank that support the overall
activities. It also improving the individual efficiency and performance. Nowadays, it has
increased the importance of emotional intelligence at workplace which emphasis the Santander
bank.
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According to EI, it is always influenced by the personal skills such as self-control,
knowledge, perseverance etc. In Santander bank, the employees with higher emotional
intelligence able to understand the work condition and adjust to adopt the new things. It doesn’t
matter what degrees have you done. It depends upon the skill and ability to handle the business
process and continues to evolve new techniques, innovations at workplace. It directly related to
the leadership position at workplace because it helps for understanding the enterprise need and
requirement through skills (Invernizzi, Locatelli and Brookes, 2018). In Santander bank, an
effective leader has an ability to perform different functions in the business and create an
effective work culture or environment where every employee feels self-motivate. In this way, it
directly impacts on the business performance to achieve goals and objectives. It is necessary to
recruit the new candidates with the emotional intelligence, it has required for manager and other
leaders to manage emotions of employee in Santander bank.
Many leaders having high emotional intelligence that are able to use the social skills for
building trust with other employees. They tend to take view of staff members and individuals
with appropriate personalities, abilities and their background. Leaders of Santander bank
understand and coordinate emotionally with staff members. They are sincerely sharing their own
opinion and experience. In this way, they build strong relation between the employees which is
important for decision making in the Santander bank.
Emotional intelligence can lead on the path to fulfil requirement and need by giving
framework when it can apply the proper intelligence to the individual response and also identify
their logically responses. At workplace, EI support the individuals with higher rate of
intelligence and can support better equipped to the work within group of people. It useful for
managing the stress and enabling them to achieve business objectives.
Relationship between communication, Emotional intelligence, Business advantage and effective
management communication
Emotional intelligence is related to the business development because it helps for
individuals to interact with staff, promote efforts of team members, resolve problem with every
people. It also builds an effective relationship between employees and leaders. In this way,
employees are able to understand their own strength and weakness. Managers take the feedback
and can use in the positive manner to improve the growth of individual. Emotional intelligence is
boosting the benefits of business where each staff members respect to other people, colleagues. It
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helps to improve the culture and environment. Suddenly, it has converted into the enjoyment not
only employee enjoy. This is the best way to promote the team work and support at workplace
while it will create the most powerful sense of team and support the enterprises activities. It is
great advantage of business to improve the culture, environment and getting more profitability in
global marketplace.
Communication is medium that can help for sharing information from one member to
other. It plays unique role in the emotional intelligence at workplace where manager
communicate with the staff members to identify their need and requirement. They also support to
take feedback regarding innovative idea that help for increasing the production and profitability.
Communication is a source of data transmission at workplace which required to manage
effectively (Invernizzi, Locatelli and Brookes, 2018). For Example- Human Resource Manager
has played significant role in the business for communicating with the staff members to give the
information about the current project. it also gives an advice where how they can control the
emotional intelligence during decision making.
In Santander bank, Emotional intelligence is combined with the effective communication
that enables to improve relationship with employees. The ability to control and understand their
own emotions and how to communicate with others. Manager of Santander bank create effective
communication with the employee to manage and control conflicts, it also understands the need
and requirement.
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2. Critically evaluate the models of emotional intelligence and apply on Santander Bank and also
understand that how it appropriate in the meeting the development needs of individual.
Emotional intelligence models are defined the conceptual framework that help for
analysing the actual result or outcome (Ortega, Lozano and Sierra, 2019). It can be divided into
different types: Goleman EI performance model, Bar-On EI competencies model and Mayer,
Salovey & Caruso’s EI Model etc. These are different models which help for analysing the
evidence of model in various level.
Salovey & Mayer Model of emotional intelligence-
This type model is also called Ability model that proposed emotional intelligence which
has ability to separate but associated with the general intelligence. The Model is described the
number of distinct emotional abilities and dimensions etc. it can be divided into different
competencies such as managing emotions, perception, understanding emotions and integration
which help for perceiving, managing and understanding the emotion of employee in Santander
bank. It can start with testing to validate different branches of emotional intelligence.
This model can be applied on the Santander bank to measure the emotional intelligence
of employee into different ways: emotional management, perception and understanding etc. it
helps for manager to identify the EI of staff members and also validate on the basis of
discriminant which indicate the ability or qualities of individual at workplace.
In Santander bank, it would test the emotional intelligence of 5,000 male and female
workers. It can be designed for the individual on the basis of age groups. Each and every
employee has unique perception and understanding towards the business operations. By using
model, it easily measured the emotions by rating and emotions type expressed in different ways.
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Figure 1 Salovey & Mayer Model of emotional intelligence
(Source: Emotional intelligence. 2012)
Bar-on Mixed model of emotional Intelligence
This type of model is a type of mixed model of emotional intelligence that combine with
the personality aspects. It is mainly comprised with the five scales and subscales. These are the
centre part of model on multiple proportions such as stress management, interpersonal,
adaptation and mood etc. This type of model is applied on the Santander bank which contributes
cognitive intelligence to each employee which mainly indicate the success of life. This model is
describing the sub scales and scales which always influence interpersonal and stress
management.
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Interpersonal Stress
Management
General
Mood
Intrapersonal Adaptability
 Roles and
responsibiliti
es.
 Interpersonal
relationship.
 Interpersonal
relationship.
 Impulse
Control
 Stress
tolerance
 Happi
ness
 Awaren
ess
 Self-
actualiza
tion
 Problem
solving
 Testing
Table :1
According to table, it can be determined that Bar-on mixed model combined with the personality
of employee in Santander bank where it useful for understanding the specific personality of each
employee and how they can perform their own roles, responsibilities of business development. It
directly influenced to growth of Santander bank by managing the task.
Goleman Emotional Intelligence Model-
The model is defined the emotional competencies which are not consider inborn talent but
include the learning capabilities. It helps for developing the skill to achieve the goals and
objectives. In Santander bank, Goleman model must be included in the business for identifying
the learning capabilities and strength of employee. Manager can monitor to the staff members
through Goleman model of emotional intelligence for determines the learning emotional
competencies. In this way, manager is used the Goleman model to construct the self-awareness
which ability to recognise the emotions in decision making (Gismera and et.al., 2019).
Self-awareness is important concept in the business growth and development so that staff
members choose right option because they can understand the situation of Santander bank. It is
an appropriate model that can implement in the Santander bank to analyse the effects of
emotion in the own performance and business growth. Employee can try to improve the
emotional intelligence and self-awareness. On the other hand, it is also another concept of self-
management which provide the helps to the leaders when it easily accesses their self-
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understanding and behaviour on the enterprises objectives. In Santander bank, Managers used
the self-management process to control the emotions and impulses where adopting the changes
under circumstances.
Social awareness in the terms of emotional intelligence has influenced to support the
Santander bank for generating best results. In terms of leadership and team, empathy is important
concept that help for motivating staff members so that they are generating more profitability of
Santander bank. After empathy, Santander bank is needed to aware about the relationship
between employees and leaders. It helps for managing and controlling conflict between them.
Emotional Intelligence models are appropriating in the meeting the development needs of
individual
The Emotional intelligence models are an appropriate for development needs of
individuals that help for identifying their personality, ability, wants and needs etc. Each
individual has different personalities that shows their own emotions at workplace. Emotional
intelligence model will provide the navigation and direction the individual so that they can take
right decision for business growth and development (Gismera and et.al., 2019). it also improves
their own capabilities and ability. In this way, this model will help for improving the personality
in different manner such as Self-awareness, self-motivation, self-regulation and social skills etc.
Emotional awareness is recognising the emotions and their significant effects.
It should know about the strength and weakness so that they can improve skill through
self-assessment of individual and meet the goals of development. It improves the self-confidence
of individual where they can manage the task through own capabilities. By developing
individuals of emotional intelligence become more successful and productive because it can
build the capability to identify the right or wrong of life success. The process of emotional
intelligence must contain the different types of elements which help for reducing the stress level
of individuals (Gismera and et.al., 2019). It has limited chances of conflict between people and
they are promoting their own understanding to other colleagues. Therefore, it will increase the
strong relationships between employees in Santander bank.
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3 Importance of emotional intelligence & how emotional intelligence can help Santander Bank to
gain competitive advantages
Emotional intelligence skills can be defined by the capacity to manage as well as
understand emotions of themselves and others. Emotional intelligence have 5 main components
such as motivation, self-regulation, self-awareness, empathy and social skills etc. Some
importance of having all these skills are described as follows:
Self awareness: Self-awareness refers ability to recognize own strengths, emotions and
limitation. There are several benefits of having this skill. An individual who possess this skill can
not let anyone else to rule their feelings. BY knowing own strengths and weaknesses, an
individual work on these areas for making themselves more able & effective at workplace.
Motivation: Self-motivation also plays an important role. It is the ability to perform and
doing all those things which needed to be done without getting influenced from others. Self
motivated people have willingness to work more effectively towards achieving goals and not
being motivated by money. It reduces procrastination at workplace, increases self confidence,
increases focusing capacity to achieve goals etc.
Self regulation: Self regulation can be defined as an ability to manage impulses &
disruptive emotions. Those individuals who are more are self- regulated, they do not become
angry and jealous rather they can choose other appropriate solution to solve problems (Serrat,
2017). For example, if manager of Santander Bank notices and finds that some employees are
not doing well and are not serious then rather shouting, manager decide that which task should
be delegated and what other solution they can take to solve these type of problems. It is
beneficial at workplace because it allows leaders and managers to react rationally. It also helps
them to increase trust of employees.
Empathy: Empathy skill can also be defined as an ability to understand others' emotions
by imagining themselves in someone else's situations. It also has several benefits at workplace.
By having this ability, a manager and a leader can understand that how their employees are
behaving in a certain way. After finding out reasons they can take appropriate solutions which
can make employees more respectful towards manager of Santander Bank.
Social skills: Social skills refers the ability to manage and develop relationship with
society and employees in a certain way that beneficial the company. This skill can help the
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manager of Santander Bank to make their staff feel more comfortable at workplace. It can also
decrease labour turnover which is beneficial for employers and employees.
Importance of emotional intelligence:
Santander Bank operates approximate 650 retail banking & provide several financial
services & products that includes: mortgages, retail banking, cash management, Corporate
banking and many more (Patterson and McEachern, 2018). It has appropriately 9,900 employees
of different cultural and background that have different views and experiences. For
understanding views of all employees and make them able to work in a team with more
effectively it is so important for the manager of this bank to have emotional intelligence skills.
There is a string relationship of mindfulness and emotional intelligence. Mindfulness increases
emotional intelligence skills and have several physiological benefits as it decreases stress &
anxiety. By focusing on mindfulness programs, Santander Bank can increase their employee’s
engagement at workplace & make a healthy & happy working environment. Some importance of
emotional intelligence and mindfulness for Santander Bank are being described as follows:
Harness the potential of the team: It is already stated that Santander Bank employs
approximately 9,900 employees and for that it is essential to get work done from them in an
effective manner (Ju and et.al., 2015). Different employees have different views and opinion on
the same topic. Some employees do not prefer to work in a team, while some employees prefer
to working in an effective team. For satisfying needs of different types of employees it is
important for leaders and managers of this bank to have mindfulness & emotional intelligence
skill. A leader plays an important role in developing and building an effective team and get
effective outcomes. Leaders who posses these skills, can efficiently motivate and push their
employees limits. A team and employees also want from their leaders that they focus on their
needs and connect them at an emotional level and realize their individual as well as their
collective strengths.
Develop skills & unique brand of leadership: Emotional intelligence means to
understand own as well as others emotions and thoughts. By understanding skills and emotions
of others', leader of Santander Bank can make effective leadership. Emotions are called a
powerful and effective tool in leadership because leaders are wholly responsible for guiding,
motivating and getting works done from employees. By understanding emotions of different
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types of employees, leader of this bank can motivate their employees in different ways with the
main aim of achieving determined goals
Build long lasting relationship: Employees and clients play a vital role for Santander
Bank because they have more capability to increases & decrease sales and productivity of the
bank. For making the company more beneficial & taking competitive advantages, it is important
for leaders of Santander Bank to focus on developing strong relationship with employees and
clients (Makkar and Basu, 2019). By developing social skills of emotional intelligence, they can
make themselves able to make clients and employees happy. The ability to empathize with staff
and employees, often comes from emotional intelligence. When manager of Santander Bank tries
to satisfy all needs of their clients and being in touch with them and also try to please them with
having social skills then clients feel more motivated and respected. They are more likely to stay
with Santander Bank for the long run.
Better conflict management skills: When an organization offers its services to people of
different countries then it has to face several difficulties. For managing and operating in an
effective manner it is important for manager & leader of Santander Bank to have better conflict
management skills. These skills can be adopted and developed by emotional intelligence. A
leader and manager who have higher level of mindful and emotional intelligence, they try to
solve problems in a proactive and positive manner rather than reactive manner. By understanding
and listening views of both sides, they solve problems and it is the main importance of emotional
intelligence which can make Santander Bank more productive.
Impact on business outcomes: There are several changes occur in external market
situations. Due to those changes, Santander Bank has to face several challenges. A leader who is
not emotionally intelligent and mindful, this can result in ineffective decisions. Ineffective
decisions and aggressive reactions can impact on business negatively. For having a positive
impacts on business, it is essential for leaders of Santander Bank to make appropriate decisions
after evaluating all factors and taking feedbacks from others. Business outcomes shows the
effectiveness of the bank and have greater impacts on clients as well. So for making a good
brand image, it is important for leader of the bank to understand own as well as others views and
emotions (Herda, Cannon and Young, 2019).
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Better adaptability: When an individual more focuses on developing self-awareness
skills then they open up their mind to change. This self-awareness and self-regulation skills make
them more able to become flexible and adaptable to the surrounding changes. Accepting
feedbacks and facilitate self-changes are the hardest things to do. To accept feedbacks and take
in into positive manner, makes an individual more flexible and adaptable. It is stated that
Santander Bank has to face several problems due to external factors, so it is important for the
leaders and managers of this bank to develop their self-awareness skill. With the help of this skill
and by making themselves flexible, they can make appropriate changes in workplace according
to the external changes.
Higher perseverance: There are several situations occur which makes a leaders' failure
several times. It can increase anxiety and depression. Higher perseverance and tenacity can help
out a leader of Santander Bank to tide through such emotions.
Emotional intelligence & competitive advantages:
Developing emotional intelligence can help Santander Bank to take competitive
advantages and become the market leader in the banking industry (GHARETEPEH and et.al.,
2015). A competitive organization is the one who has all those abilities which can satisfy needs
of their stakeholders, employees and clients. Competitiveness is all relates effectiveness of the
company which makes it differ and unique from others. Santander bank works in national
banking industry and there are several banks who provides financial services to people.
Competitors of Santander Bank are Wells Fargo, UniCredit, JP Morgan etc. All these banks are
also well known for its qualitative services. It is important for Santander Bank to make itself
unique from its competitors and emotional intelligence makes it possible. There are some reasons
which shows that Santander bank can take competitive advantages with the help of emotional
intelligence.
Empathy improves communication: Empathy is the main component of emotional
intelligence by which the leader and manager of Santander bank can understand others' emotions.
It can be said that effective communication is an important key of an organization success as it
removes barriers of miscommunication from workplace. When leader have this skill and put
themselves in others' situations then it can understand all aspects and problems of situations
effectively. It can help them out in communicating with their employees and clients. By
improving communication, they can make conflict free environment.
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Improves trust: All techniques and models of emotional intelligence which are being
used by Santander bank can help the company in improving trust in the workplace. Diplomacy is
skill which comes naturally to high emotional intelligence people. Motivation and other elements
of emotional intelligence make a leader more able to sort out their employee’s problems. When
the bank focus on solving their problems and satisfy their needs then employees and clients feel
more respected and it increases their trust.
Flexibility improves collaboration: It is already stated that individuals who have all
skills and components of emotional intelligence, they become more adaptive and flexible. This
ability to adapt and flexibility improves collaboration (Ngah, Abd Wahab and Salleh, 2015).
Adapt feedbacks and other things from others and do not become angry & jealous can make an
individual able to work in a team.
Improves leadership capabilities: Self-motivated and self-regulated people have more
ability to influence others and this ability improves leadership capabilities within workplace. It is
important for leaders to have influencing capabilities because they are the one who guide and
motivate employees towards achieving goals. Leadership also plays a vital role in taking
competitive advantages. Leadership can make the company and employees more productive and
increase their brand image.
So, it can be said that emotional intelligence can help Santander Bank to take competitive
advantages because it improves leadership capabilities, improves communication, increase
collaboration and increase trust. All these qualities and factors play a vital role to make an
organization unique and differ from others. A competitive company is the one who have all those
abilities which can satisfy their clients' and employees needs. With the help of emotional
intelligence, Santander Bank satisfy all demands and needs of their staff as well as of their
customers. Effective communication and collaboration make a healthy and happy working
environment. It also decreases conflicts which can decrease labour turnover. By retaining skilled
workforce within an organization for the long run, Santander Bank can increase their brand
image and can take competitive advantages.
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CONCLUSION
From the above study it has been concluded that emotional intelligence played an
increasing role and importance in workplace. It has shown some importance of emotional
intelligence in the context of the selected bank. With the help of emotional intelligence and its all
five elements, the selected bank has made itself able to manage effective communication with
the main purpose of taking business advantages. Further this essay has shown increasing
importance of models of emotional intelligence like salovey & mayer model, Bar on mixed
model and Goleman model. All these models help the selected company to understand human
behaviors in different manner. By understanding their emotions and feelings, they motivate their
employees and satisfy their needs for accomplishing goals. Lastly this essay has shown
importance of emotional intelligence for the selected bank for gaining competitive advantages. It
made individuals more flexible, adaptable of changes, able to solve conflict & develop strong
relationship with others.
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