Developing Emotional Intelligence Skills for the Workplace

This report discusses the importance of emotional intelligence in the workplace and its relevance to Bentley Motors. It evaluates key models of emotional intelligence and their application in the organization. It provides recommendations for better collaboration and connectedness among staff during and post COVID-19 pandemic.

Developing Emotional
Intelligence for workplace

Contents
INTRODUCTION...........................................................................................................................1
Overview of organisation ............................................................................................................1
Introduction of key models in relevance with emotional intelligence ........................................2
Application of key models of emotional intelligence .................................................................3
Critically evaluate models of emotional intelligence you have applied to your chosen
organisation and explain the extent to which they are appropriate in meeting the development
needs of the individuals...............................................................................................................5
Provide recommendations with a plan for the system and processes that may enable better
collaboration and connectedness between people and implement company values to high EQ
behaviours among existing staff during and post COVID 19 pandemic. .................................6
CONCLUSION ...............................................................................................................................9
REFERENCES..............................................................................................................................10
Appendix .......................................................................................................................................11
Covered in poster.......................................................................................................................11

INTRODUCTION
Emotional intelligence can be described as capability of individuals for understanding,
using and managing their emotions in a positive manner in order to relieve stress, making
effective communication and overcoming from challenges for mitigating conflict. Emotional
intelligence in organisation setting has been overlooked on how employees make interactions
with their colleagues. It also affects organisations in enhancing overall performance.
Understanding of emotional intelligence is considered as essential for managers for managing
conflict in organisation (Alba-Juez and Pérez-Gonzalez, 2019). Emotional intelligence helps
organisational managers in assessing attitudes and behaviour of their employees which led them
to engage in an establishment. For better understanding of emotional intelligence at workplace,
Bentley is taken into consideration. Bentley was founded in 1919 and has its headquarters at
Crewe, England.
This project highlights the understanding of emotional intelligence and its relevance in
organisation setting. This project report also demonstrates the understanding and application
related to emotional intelligence. It also critically appraise the benefits of emotional intelligence
and its mindfulness at workplace.
Overview of organisation
Bentley Motors is an UK based manufacturer and marketer organisation which essentially
deals in SUV and luxury cars. Its parent company is Volkswagen Group. Company was
established by W.O. Bentley who was an engineer by profession. Its major models are Speed Six,
Turbo R, Amage and many more. They have their own assembly lines for manufacturing their
luxury cars at Crewe factory. Their manufactured luxury cars are appreciated for their refinement
as well as craftsmanship. Bentley Motors is considered as a leading company which essentially
drives for technology, skills, fuels and many more. They have achieved higher prominence due to
their sustainability standards. They also keep a track on employee's growth and their emotional
intelligence standards in order to provide them a flexible environment at workplace. In order to
adopt sustainability in their business operations, they use solar panels for conservation of energy.
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Introduction of key models in relevance with emotional intelligence
Ability model is concerned with new intelligence and confined for creating standard
criteria for measuring the emotional intelligence. Distinct forces of ability model in relevance
with Bentlry Motors are mentioned below:
Emotional perception- This factor is concerned with body language, facial expressions,
voices and many more which can be recognised as a emotion. It also encompasses ability of
individuals to recognise and identify emotions. It represents a basic aspect for understanding
emotional intelligence in an effective manner (Boyatzis and Cavanagh, 2018).
Using emotions- It is concerned with those abilities of an individual which help them to
provide insights about cognitive activities like problem-solving as well as thinking. An emotional
intelligent person is capable for gaining knowledge of his emotions and how to use them for
performing a task.
Understanding emotions- It is concerned with comprehending emotions in order to
understand the complex relationships. For instance, it can be understood as an ability to deal with
slightest variation in emotional behaviour of individuals.
Managing emotions- It is the ability of individuals which help them to regulate
individual's emotions others. It is imperative for employees to manage their emotions in order to
accomplish targeted goals (Bozionelos and Bozionelos, 2018).
This model has been criticised for lacking predictive validity at the workplace. However,
it can be used by managers of Bentley Motors in making their employees emotional intelligent
through analysing and managing their emotions in an effective manner.
Mixed model of emotional intelligence is founded by Daniel Goleman which essentially
concentrates on competencies as well as skills needed for driving leadership performance in an
organisational setting. It is used for providing training in order to evaluate management potential
skills. Varied factors of Mixed model of emotional intelligence in context to Bentley Motors are
as follows:
Self-awareness- This element is concerned with recognising own's strengths,
weaknesses, principles, goals and many more. It also talks about individual capabilities for
recognising one's influence on others in relation to emotions.
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Self-regulation – This is majorly concerned with recognising individual negative as well
as disruptive emotions which led them to influence others. This also considers ability of
individual which pushes them to adapt changes (Cherniss and Roche, 2020).
Social skills- This force is concerned individual's capabilities to manage their varied
relationships and build social relations to gain knowledge as well as a sense of belongingness.
For example, a manager use his social skills for building positive relationships with employees in
order to motivate them for higher performances.
Empathy- It is concerned with considering feelings and emotions of others when making
a critical decision. It often serves people with pragmatic as well as emotional purposes.
Motivation – In organisational setting, it is imperative for managers to evaluate
motivating forces or emotional factors which can motivate them to improve their performances
and productivity (Feyerabend, Herd and Choi, 2018).
Goleman has developed this model in order to make employers to make their employees
learned in order to achieve outstanding performances. If this model is used by managers of
Bentley Motors, they can make their employees to become self-aware about their strengths as
well as weaknesses. It will also helps them to motivate their employees by analysing their
motivating force.
Application of key models of emotional intelligence
It is imperative for managers of Bentley Motors to understand the significance of
emotional intelligence at workplace and their assembly lines. It is helpful for organisations to
manage conflict and solving any tense situation among employees. It is imperative for managers
of Bentley Motors to tactfully tackle varied disagreements among employees at workplace. It
also make employees to develop themselves on a personal basis. In relevance with mixed model
importance of emotional intelligence that needs to be taken care of managers of Bentley are as
follows:
It is important for managers to make them self-aware about their varied strengths and
weaknesses in order to prepare them for accomplishing organisational goals and objectives. Post
covid pandemic period considered as very hectic for employees of Bentley. In order to make
them excited about their existing skills and competencies, it is needful for managers of Bentley
Motors to evaluate their emotions in an effective manner (Jain, 2018).
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Emotional intelligence is considered as important as it aid managers of Bentley Motors in
improving interpersonal relationships with their employees in order to motivate them through
self-regulation practices. Managers can use self-awareness in viewing
It is considered as important as it make managers of Bentley Motors to gain insights
about non-verbal cues, making adjustments in employee's behaviour and making critical
decisions. It is significant for managers of Bentley Motors to make their realise their employees
to adjust regulate their employees behaviour for achieving organisational goals.
Motivation- It is imperative for managers of Bentley Motors to gain insights about
motivation force of employees in order to encourage them (Lone and Lone, 2018).
Empathy- It is an ability to understand the emotions of other persons. It help managers of
Bentley Motors in handling workplace conflicts in an effective manner. For instance, if a co-
worker is not happy with attitude of his colleague, one can handle the situation with empathy.
Social skills- These are concerned with tools which are used to communicate as well as
interact with people present in an organisation. Social skills can be used by managers of Bentley
Motors in developing essential tools for leaders in an effective manner.
Emotional intelligence is considered as important for understanding non-verbal cues and
make employees self -aware of their strengths as well as weaknesses. They are also considered as
significant for improving efficiencies. It also encourage other employees to develop their strong
interpersonal relationship (Pool and Qualter, eds., 2018).
It has been assessed that emotional intelligence is closely related with maintaining
effective business communications which leads an organisation to gain competitive advantage.
Understanding of emotional intelligence through ability model is important for managers of
Bentley Motors for assessing its relationship with developing business communication channels.
This inter-relatedness of this forces is considered as important for Bentley Motors.
Through perceived emotions, emotional intelligence can be related to business communication
which leads them to gain competitive advantage. It is essential for managers of Bentley to have
an understanding of employees emotions and use them to communicate effectively with them. It
is crucial for managers for Bentley Motors to understand their employees for managing their
emotions in front of clients which helps them to gain competitive advantage. It is imperative for
them to understand the value of emotional intelligence which help them to develop proper
communication network. Understanding of emotional intelligence helps them to gain competitive
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advantage as through this they can get make better relations with their employees and motivate
them in an effective manner. Ability model provides them to understand the emotions of their
employees which help them to gain insights about motivating factors in order to inspire them for
achieving organisational goals (Rasiah, Turner and Ho, 2019).
Critically evaluate models of emotional intelligence you have applied to your chosen
organisation and explain the extent to which they are appropriate in meeting the
development needs of the individuals
In Bentley Motors, professionals applied two models of emotional intelligence which is
ability based model as well as mixed model to determine the emotional quotient among their
workforce and organisation. Ability based model is related with IQ, ability of person to
understand emotions by face, pictures, language, mood, as well managing negative emotions of
their own and other person. It helps them to understand, use and manage emotions to achieve the
goals and personal growth. During the time of COVID, it has positive impact on organisation, as
it helps management to understand the needs of people as money need, safety needs and then use
it by giving initiative, providing safety and other benefits such as allowing them for work from
home. By this they can manage their emotions and encourage them to work extra and retain in
company for long run. The negative aspect of ability model in context to Bentley Motors is that it
is difficult for management to understand facial expression of employees and predict in advance
about their feeling and emotions while they are working from home. Due to this management
take wrong decisions to provide facilities to employees as per their needs and requirement. In
aspects of construct validity, the ability model and its tests provides advantage to professionals
to compare their self report criterion related to EI. As they compare actual or maximal
performance to standardized performance criterion without depending other to evaluate their
performance and give statement (Rezvani and Khosravi, 2019).
Mixed model of emotional intelligence focused on wide variety of skills and knowledge
which leads performance of leaders. It is related with motivation, social skill, self regulation, self
awareness and empathy among in the leaders. This model is applied in Bentley Motors in order
to find out the skills and abilities of leaders and managers related with EI constructs. As it helps
them to conduct self evaluation about their soft skills to motivate others, interact with others, self
awareness like their strengths, weakness, nature, behaviour, trigger point and many more. The
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positive aspect of mixed model in context to Bentley Motors are it allows the management to
determine their EI which is inherited in them by birth as well as how can they use it during
working in an organisation. It helps them in determining their capacity and potential for
developing emotional skills. The negative aspect of this model in relevance to Bentley Motors as
it is difficult to determine and change the mentality of people as well as their behaviour. As it is
concerned with psychology of people and leader which can not be change and evaluate the short
period of time.
These model enable the people and workforce in Bentley Motors to improve their social
and emotional skills in order to enhance their capabilities to adjust with the needs as well as
pressures of life and work. During the time of COVID, where every person are in stress as well
as sacred of pandemic conditions, individual with high EI have ability to calm their anxiety and
reduce their stress in order to maintain their physical and mental healths. It helps them to meet
their requirements like related to their social needs, physiological needs, basic needs to survive in
this pandemic. Also they can motivate other to reveal stress and give focus on self improvement.
If the EI is low it effect on their performance, quality, health, relations in an organisation as it
creates problems for them to make relationship with other staff members, understand their
mindset which leads to increase misunderstanding, conflicts, disputes and decrease in
performance(Schlegel and Mortillaro, 2019).
Provide recommendations with a plan for the system and processes that may enable better
collaboration and connectedness between people and implement company values to high
EQ behaviours among existing staff during and post COVID 19 pandemic.
During and after COVID 19 pandemic, it is very important for Bentley Motors to increase
EQ among their staff members and workforce to enable better connectedness, collaborations
among them to increase values of company. It has been evaluated that in Bentley Motors, their
processes and system are not effective as well as EQ of employees is low which leads to
increases the business risks. Management can improve the EQ behaviour of staff by using
SMART objective development plan. Which is stands for specific, measurable, achievable,
relevant and time bound that helps them to set goals and time to achieve the desired goals
SMART Objective development plan in context to Bentley Motors are as follows-
Specific Measurable Achievable Relevant Time bound
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System- It is
related with
Organisational
structure, culture
of Bentley
Motors which
guide and dictate
the action and
behaviours of
employees
It is measured by
setting goals in
organisation
related to
communication,
adaptability,
empathy, reward
system and
collaboration
system in
Bentley Motors)
(Schlegel and
Mortillaro, 2019).
It can be achieved
by management
of company to
improve and
change their
organisational
culture and
structure such as
they can use
functional
structure to flow
information easily
as well as people
culture to give
freedom to people
to interact more
with people and
communicate
with leaders and
other people
freely in order to
connect with
them more to
better team work.
After COVID
they must provide
various facility to
people who suffer
from this
pandemic like
It is relevant for
company to
increase their
internal
environment in
order to motivate
people to work
hard and give
their best to adopt
changes in their
working due to
this
pandemic(Srivast
ava and Dey,
2019).
4 months
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increase their
break time to take
rest, make
environment
friendly so each
employees
support them and
do not behave
different with
them.
Processes- It is
related with
working strategy,
policies, methods
in Bentley Motors
which drive the
performance and
productivity of
workforce as well
as their
connection with
other people and
leaders
It is measured by It can be achieved
by Bentley
Motors, as
management can
make effective
strategy for
employees during
COVID such as
they can allow
them to work
form home as
well as provide
facility like night
shift, day shift so
they work as per
their convenience.
They also provide
laptop, wifi
facility to people
to increase their
morale and
It is relevant for
Bentley Motors,
to increase EI
level among their
staff member to
increase their
confidence,
relationship and
connection with
each other to
adopt changes in
their working and
engage them to
increase overall
productivity of
company (Vesely-
Maillefer and
Saklofske, 2018).
3 months
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motivate them to
retain in the
company for long
run
CONCLUSION
As per above presented information, it is concluded that emotional intelligence is a ability
of an individual to manage feeling and emotion of their own as well as others. At any
organisation is it is very important to manage, understand and control the emotions of whole
workforce in order to engage them towards the achievement of organisation goals. The
management can use various types of emotional intelligence model such as ability model, mixed
model and trait model to determine their level of EI such as high and low. It helps them to
improve the confidence level, social skill and self awareness. By using SMART objective plan
they can improve EI among staff members.
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REFERENCES
Books and journals
Alba-Juez, L. and Pérez-Gonzalez, J.C., 2019. Emotion and language'at work': The relationship
between trait emotional intelligence and communicative competence as manifested at
the workplace.
Boyatzis, R. E. and Cavanagh, K. V., 2018. Leading change: developing emotional, social, and
cognitive competencies in managers during an MBA program. In Emotional intelligence
in education (pp. 403-426). Springer, Cham.
Bozionelos, G. and Bozionelos, N., 2018. Trait emotional intelligence and social capital: The
emotionally unintelligent may occasionally be better off. Personality and Individual
Differences. 134. pp.348-351.
Cherniss, C. and Roche, C.W., 2020. How outstanding leaders use emotional intelligence. Leader
to Leader, 2020(98), pp.45-50.
Feyerabend, R., Herd, A. M. and Choi, N., 2018. Job satisfaction and turnover intentions among
Indian call center agents: Exploring the role of emotional intelligence. The Psychologist-
Manager Journal. 21(2). p.106.
Jain, A., 2018. HOLISTIC VIEW OF EMOTIONAL INTELLIGENCE IN THE WORKPLACE:
VIEW ON UTILIZATION & BENEFITS. Journal of Services Research. 18(2).
Lone, M. A. and Lone, A. H., 2018. Does emotional intelligence predict leadership effectiveness?
An exploration in non-Western context. South Asian Journal of Human Resources
Management. 5(1). pp.28-39.
Pool, L. D. and Qualter, P. eds., 2018. An introduction to emotional intelligence. John Wiley &
Sons.
Rasiah, R., Turner, J. J. and Ho, Y. F., 2019. The Impact of Emotional Intelligence on Work
Performance: Perceptions and Reflections from Academics in Malaysian Higher
EducationObitat endiaest que. Contemporary Economics. 13(3). pp.269-283.
Rezvani, A. and Khosravi, P., 2019. Emotional intelligence: The key to mitigating stress and
fostering trust among software developers working on information system
projects. International Journal of Information Management. 48. pp.139-150.
Schlegel, K. and Mortillaro, M., 2019. The Geneva Emotional Competence Test (GECo): An
ability measure of workplace emotional intelligence. Journal of applied
psychology, 104(4), p.559.
Srivastava, S. and Dey, B., 2019. Workplace bullying and job burnout: A moderated mediation
model of emotional intelligence and hardiness. International Journal of Organizational
Analysis. 28(1). pp.183-204.
Vesely-Maillefer, A. K. and Saklofske, D. H., 2018. Emotional intelligence and the next
generation of teachers. Emotional intelligence in education, pp.377-402.
Wamsler, C. and Restoy, F., 2020. Emotional Intelligence and the Sustainable Development
Goals: Supporting Peaceful, Just, and Inclusive Societies. Peace, Justice and Strong
Institutions, pp.1-11.
Wang, C. J., 2019. Facilitating the emotional intelligence development of students: Use of
technological pedagogical content knowledge (TPACK). Journal of Hospitality, Leisure,
Sport & Tourism Education. 25. p.100198.
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Appendix
Covered in poster
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