BMSW6106 - Emotional Intelligence Skills for Workplace Report

This report analyzes the critical role of emotional intelligence for managers, particularly in fostering empathy, managing employees compassionately, and improving overall business performance. It defines emotional intelligence and its key frameworks, including self-awareness, self-management, social awareness, and relationship management. The report also evaluates the significance of emotional intelligence for different groups of workers, such as remote teams, healthcare professionals, and call center staff. Furthermore, it explores methods for enhancing emotional intelligence through training and mindfulness practices. The report concludes with a personal reflection on developing emotional intelligence skills, emphasizing its importance in effective leadership and workplace dynamics. Desklib provides access to this and other solved assignments for students.

Why Managers need
Emotional Intelligence

Executive summary- Emotional intelligence has been determined as the ability in regards to
identify and regulate an individual’s emotion and understanding the emotions of other. The
present report has analysed the importance of emotional intelligence. Framework related to
emotional intelligence has been described. Critical evaluation of the emotional intelligence
importance in order to develop empathy skills and managing employees have been described.
Also, importance of Emotional intelligence for other group at the workplace has been analysed.
Ways through which emotional intelligence be improved in staff has been covered in the report.
Lastly, reflection has been done.

TABLE OF CONTENTS
Why Managers need Emotional Intelligence...................................................................................1
INTRODUCTION...........................................................................................................................4
MAIN BODY..................................................................................................................................4
1. Definition of emotional intelligence related framework and related concept.........................4
2. Critical evaluation of the importance of emotional intelligence in order to develop the
empathy skills and managing the employees in a compassionate manner & link between
emotional.....................................................................................................................................6
intelligence wellbeing and business performance.......................................................................6
3. Critical evaluation of the importance of emotional intelligence for different groups of
workers........................................................................................................................................7
Including the remote workers and those working with patients and those working in a call-
center............................................................................................................................................7
4. Different ways in which staff can improve the emotional intelligence within including
training over the topic and related area such as mindfulness......................................................8
5. Reflection...............................................................................................................................10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Emotional intelligence is the ability of an individual to understand & manage emotions of
own as well the people around them. Those who have a high degree of EI can easily determine
what they are feeling, meaning of their emotions and its effects on other people (Schütz and
Koydemir, 2018). Therefore, for a leader to get succeed in a business setting of any kind or type,
emotional intelligence is very essential. The present report is based on a health care setting of
UK that is, BMI healthcare which is known as the largest private healthcare chain providing
patients with list of treatments. It is having around 54 hospitals across UK providing high level
facilities to their patients. The discussion in this report would be based on why managers need
emotional intelligence (MacCann and et.al., 2020). It is obvious that managers are required to
make difficult decisions and need to resolve conflict effectively and for this, leaders need to
inhibits in themselves the ability of EI in order to effectively collaborate & communicate with
their fellow members even in the stressful circumstances.
Accordingly, this report will begin by defining the meaning of emotional intelligence,
relevant frameworks and concepts associated with it. Then, the critical evaluation of the
importance of emotional intelligence for the development of empathy skills and management of
employees in a compassionate manner will be done by establishing a link between business
performance and emotional intelligence wellbeing. Further, the importance of emotional
intelligence for different groups of workers and ways in which staff can improvise their
emotional intelligence will be discussing in this report. At last, in a reflective form, a description
would be given that how I am developing my emotional intelligence skills.
MAIN BODY
1. Definition of emotional intelligence related framework and related concept
Emotional intelligence has been defined as the ability of perceiving emotions, generating
and accessing emotions in order to assist thought, understand emotions and knowledge
pertaining to the same, to promote intellectual and emotional growth through reflectively
regulating emotions. In other words, EI is defined as an ability to identify own as well as other’s
emotions for the self-motivation of one selves and knowing how to monitor own emotions along
with the emotions of those people who are around us.

As per the American psychologist Goleman who have given a framework for the emotional
intelligence, consists of five key elements which includes self - awareness, Self – management,
social awareness and relationship management (Boohene, Gyimah and Osei, 2019). It has been
suggested through this framework that, the more an individual as a leader would be able to
manage upon these five areas, the higher their emotional intelligence would be.
Self-awareness- It has been determined as the ability in order to recognize the emotions of self
and it often helps in knowing about self-strengths and weakness that can leads to help in
controlling the emotions. This is just not limited to knowing about self-strength and weakness it
is wider concept that often involves the regulation of emotions. Thus, with the help of this an
individual can become aware about their own mood and actions at the time of reacting towards
the situation. Thus, when person learns to control its emotions in effective manner then, the self-
awareness has been developed in the person.
Self-management- This domain of emotional intelligence allows individual in order to manage
the reaction and numerous feelings. As an individual has the numerous feelings that are consist
of positive and negative attributes. Thus, at the time of emotional fluctuation, feelings of an
individual reflects in negative manner which is not good for that particular person (Thompson
and et.al., 2020). Therefore, it is highly mandatory that person must focus over the self-
management capability in which the emotions of an individual can be managed and positive
reaction can be given at the time of drastic situation. Thus, this domain of emotional intelligence
helps in managing and regulating self-emotions in proper manner.
Social awareness- This has been considered as the ability of understanding the emotions of
others and knowing about their situation. This attribute of EI enables an individual to have a
deep understanding and awareness in regards to the emotions of other. Emotional intelligence is
just not limited to regulating self-emotions. It is a wider concept that involves, understanding the
emotions and opinions of others as well (Sandroto and Fransiska, 2021). Therefore, this attribute
of emotional intelligence focuses over the developing an effective understanding in the people
that leads to help in recognizing the emotions of other as well. Thus, this domain of EI leads to
develop the ability in context of understanding the emotions of other people.
Relationship management- Relationship management in the emotional intelligence has been
determined as using ability of self-emotions in order to establish effective relation with other
people. Relationship management can be done only when an individual has enough ability in

terms of understanding and recognizing the emotion of other people. It helps in creating the
effective relation with other people (Black and et.al., 2018). Thus, this attribute of EI focuses
over managing the effective relation with the people within controlling self-emotions along with
understanding the emotions of other.
Thus, the major framework and attributes of EI states that, it is highly important to
become aware about self-emotions as it helps in managing the feelings and reactions. Also, the
another related concept of EI are- Empathy skills and motivation. The Empathy skills are
considered as the skills that is being used at the workplace in order to manage the emotions.
Whereas, motivation has been defined as the technique that is being used for other people in
terms of boosting their confidence level. Thus, this has also been considered as the part of EI
which helps in regulating and managing the emotions at the workplace.
2. Critical evaluation of the importance of emotional intelligence in order to develop the empathy
skills and managing the employees in a compassionate manner & link between emotional
intelligence wellbeing and business performance
Emotional intelligence has been determined as highly mandatory for developing the
empathy skill and for managing the employees in a compassionate manner. At the workplace
employees faced numerous hurdles which leads to create emotional fluctuation in them.
Therefore, it is highly important for managers that they must use emotional intelligence attribute
in such manner that leads to create empathy skills in them so, they can manage employees in
compassionate manner at the workplace (Ali, Bukhari and Muhammad, 2021). Empathy skill is
being determined as understanding the opinions of other in order to understand their situation
and recognizing the emotions. EI helps managing self-emotions and creating the interaction with
other people. Therefore, EI has been proven effective enough in terms of developing empathy
skills and managing the employees in compassionate manner.
With the help of EI, at the workplace managers can easily understand about what other
employees feel and what is their situation. Therefore, on the basis of that managers takes action
that assures that, employees are getting valued and their needs are getting full-filled. In this
manner, the satisfaction level of the employees has been full-filled that results in managing
employees in a compassionate manner (Abdel-Fattah, 2020). Thus, EI helps in managing the
employees needs and satisfaction level that automatically results in managing employees in
effective and compassionate manner.

At workplace it is highly important that, effective relationship must be established among
the people who are working. In case, there is no effective relationship has been maintained then,
it results in creating conflicts among the people. Thus, with the help of EI this problem at the
workplace can be solved (Neupane, 2021). Empathy skill which is being developed from EI
helps in understanding the feelings and emotions of others which leads to help in taking proper
action and reaction towards the employees. Without understanding the emotions of others it is
difficult to create effective relation with each other at workplace. Therefore, EI is highly
important in managing the conflict at the workplace.
There is link has been established among the emotional intelligence wellbeing and business
performance. At the workplace the effectiveness of EI determines the effectiveness of business
performance as the employees are regulated by their emotions. When the emotions if the
employees are being recognized in effective manner then, it automatically results in creating
motivation for them which further results in improving their productivity at the workplace. Thus,
this can be said that emotional intelligence wellbeing at the workplace supports the effective
business growth (Wang and et.al., 2018). Thus, there is link established among the emotional
wellbeing and business performance. Therefore, it is highly important to develop emotional
intelligence at the workplace as this results in increasing the effectiveness of business
performance as well.
3. Critical evaluation of the importance of emotional intelligence for different groups of workers
Including the remote workers and those working with patients and those working in a call-center
Emotional intelligence is highly important for all the groups whether the group involve
remote workers, workers working with patients or those who are working at call center.
Emotional intelligence is mandatory for all groups. As every individual gets triggered due to the
emotional fluctuation that directly impacts the working pattern of the workers. Therefore, it is
highly important that each individual must have the effective ability in regards to efficient ability
of emotional intelligence. So, the individual can effectively deal with the drastic situations.
Emotional intelligence is highly mandatory for different groups as it provide platform to
the group in terms of working together in productive manner within creating the shared sense of
the empathy (Raeissi and et.al., 2022). It also ensures that team members are understanding each-
others opinions and their problems as well. So, the team members can effectively create effective
interaction with each other.

Emotional intelligence is highly important for the remote workers as it helps on
recognizing, understanding and influencing the emotions of others within working at the virtual
platform as it is hard to understand the emotions of people when the work is being carried out at
the digital platform. In this case, emotional intelligence helps in creating an environment through
which the emotions of the people can be understand and effective interaction can be made. Thus,
in this manner emotional intelligence plays crucial role in creating emotional interaction among
the workers within working at digital platform.
Those healthcare workers who are working with patient for them emotional intelligence
plays crucial role. As it is highly important to understand the emotions of patient as it plays
important role in the treatment of patients. Therefore, emotional understanding needs to be
implemented so, patient can effectively share everything with the healthcare workers. In case,
there is no emotional intelligence ability has been developed in the healthcare workers then, it
directly impacts the treatment procedure of the patient. Therefore, it can be said that emotional
intelligence contributes in the treatment of patient (Mattingly and Kraiger, 2019). Thus, those
workers who are working with patient must focus over developing and improving emotional
intelligence in them.
Workers who are working in call center assures customer service and therefore they have
to deal with the numerous customers in a day. In this case, it is important that those workers who
are working in call center must have the specific ability in regards to emotional intelligence in
them. In order to deal with the customers and providing them effective customer services, it is
highly important that emotions of the customers must be understand so on the basis of that
appropriate guidance can be given to the customers (Miao, Humphrey and Qian, 2018). Thus, it
can be said that emotional intelligence is highly mandatory for all the groups in order to
understand and recognize the emotions of others.
4. Different ways in which staff can improve the emotional intelligence within including training
over the topic and related area such as mindfulness
It is highly important that staff must improve their ability in regards to emotional
intelligence as it results in handling of emotions and promotes the self-awareness and
management in employees as well. Different training session has been organized for the
employees so, they can effectively get the training and their working ability can be enhanced.
However, emotional intelligence helps in the personal and professional development of

employees. Within focusing over the major determinants of EI, employees can effectively focus
over their personal development (Kotsou and et.al., 2019). On the other hand, when the EI is
being improved in the employees then, it results in attending the training session with effective
mindfulness that results in gaining the appropriate knowledge from the training in effective
manner. Thus, here are the ways through which staff can improve their emotional intelligence
within including training and related area-
Building self-awareness- This is one of the key area where focus needs to be stablished. Self-
awareness is one of the vital key determinant of EI. Therefore, in order to improve EI in staff it is
highly important that employees must build self-awareness. This will enable them to know about
self-strength and weakness which helps in taking appropriate actions in relation of improving the
weakness as well (Kastberg, Buchko and Buchko, 2020). Thus, within building self-awareness
staff become aware about self which is highly beneficial in improving EI.
Becoming an effective listener- An effective listener focuses on everything and understands
everything that reduces the threat of negative emotional reaction. Thus, within becoming an
effective listener in the training session employees can effectively gain the knowledge and also
they can develop the ability of being emotionally strong which results in improving their
emotional intelligence capability. Thus, in this manner emotional intelligence in the staff can be
developed which helps them in gaining training in effective manner as well.
Developing mindfulness- Mindfulness has been determined as the key tool in terms of
understanding ourselves, own thoughts and feelings (Gong, Chen and Wang, 2019). It helps in
developing the self-awareness that has been determined as the first and major component of
emotional intelligence. The other emotional intelligence skills are developed on the basis of this
skill. Therefore, focusing over the mindfulness is highly important as through this emotional
intelligence can be improved in the staff.
Observing self-emotional reaction- Observing self-emotional reaction can provide the idea
about the ability of handling the emotion in the employees. Therefore, employees must observe
themselves in order to know about their emotional reaction so, they can effectively become
aware about their weak points and on the basis of that, the action can be taken (Issah, 2018).
Thus, in this manner emotional intelligence of the staff can be improved.
Seeing challenges and criticism as learning opportunity- There are numerous challenges and
criticism needs to be faced by the employees. Therefore, it is important that employees must take

these challenges and criticism as opportunities so, they can learn from there and develop
themselves (Alotaibi, Amin and Winterton, 2020). Thus, in this manner emotional intelligence
can be developed and improve in the staff.
5. Reflection
I have focused over developing my ability of emotional intelligence as this will enable me to
react in appropriate manner in front of the other people. Also, effective development of EI will
help me to understand the emotions of other people at the workplace as well. As a result, I can
effectively build the relation with others. On the basis of the outcomes of the EI Quiz I will focus
over the areas that are needed to improve in me in context of emotional intelligence. Outcomes
of EI Quiz are stated below-
Self- awareness Self-management Social awareness Relationship
management
3 4 4 2
Table 1- Emotional intelligence outcomes
The above given points has been given from the total number of points which are 5. Thus,
on the basis of the points I can say that I need to focus over the two main domain of emotional
intelligence and those are- Self-awareness and relationship management. I need to focus over
analysing self-strength and weakness so, I can be become aware about self. This is most
important aspect that will guide me to improve my emotional intelligence. Therefore, I will
perform self-analysation in which I will analyse self-strength and weakness and on the basis of
that I will take the decisions that will help me in developing effective ability of emotional
intelligence.
The another area where I need to develop myself in context of emotional intelligence is
related to the relationship management. Relationship management refers to managing relation
with others (Boyatzis, 2018). This has been also considered as one of the important aspect in
emotional intelligence. I am weak at this as I do not effectively listen to other people and I am
not effective enough in managing my relation and interaction with other due to lack of listening
capacity in me. Thus, here I have evaluated that I need to focus over increasing my listening
ability so, I can effectively manage my emotional intelligence capability (Bar-On, Handley and
Fund, 2018). In order to improve the ability of emotional intelligence me I have prepared the

emotional intelligence plan that will guide me in terms of improving emotional intelligence in
me.
Area needs to develop Ways in which development
can be done
Measuring
Self- awareness I will focus on being mindful
over my strength and
weakness. This will help me to
know about my potential
weakness and strengths.
When I will become able to
use my strengths in context of
developing emotional
intelligence capability in me.
Relationship management I will understand the emotion
of other people so, I can
effectively manage effective
interaction and relation with
them. This will enable me to
develop self-ability in regards
to understanding other.
When people starts sharing
their issues with me at that
time, I will get to know that I
have develop relationship
management skill in me.
Listening capability I will try to understand the
opinion of other people rather
than reacting on it. This will
help me to listen them in
effective manner. Also, I will
effectively understand their
issues as well within
understanding their opinion.
When I will become able to
understand the opinion and
perspective of people rather
than judging them at that time
I get to know that I have
developed effective listening
ability in me.
Table 2- Emotional intelligence plan
Thus, the above table is clearly stating the plan that will be used by me in order to enhance my
emotional intelligence. So, I can effectively understand the emotion of others. Thus, I will use
the plan in effective manner. Also, I will measure the set goals so, it can be known whether have
achieved my goal or not.

CONCLUSION
The above report has concluded that, emotional intelligence is highly mandatory for the
managers and for staff as well. It helps in enhancing the ability in order to recognise the emotion
of self and others and on the basis of this effective understanding can be created with others.
Thus, the report has shown the major domain of the emotional intelligence. Each domain
effectively focuses over assuring the strength over the emotional ability of an individual. Thus,
within focusing over the major domain of emotional intelligence, a person can effectively
develop emotional intelligence. Thus, in this manner emotional intelligence can be enhanced in
the employees and managers. Emotional intelligence is important for all types of group whether
the group is of healthcare team or the group consists of the workers who are working in other
groups. Emotional intelligence plays crucial role in all aspects. The emotional intelligence can be
improved in the staff within assuring focus over the personal needs.

REFERENCES
Books and journals
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