Developing Emotional Intelligence Skills for Bentley Motors

This report delves into the critical importance of emotional intelligence (EI) in the workplace, focusing on its relationship with effective management, communication, and business advantage, particularly within the context of Bentley Motors Limited. It explores the core components of EI, including self-awareness, motivation, social skills, self-regulation, and empathy, and how these contribute to stronger relationships, reduced stress, and improved conflict resolution. The report critically evaluates various models of emotional intelligence, such as the ability model, and discusses their applicability to Bentley Motors. Furthermore, it highlights the significance of EI and mindfulness in the workplace, emphasizing how their development can provide a competitive edge. The report concludes by summarizing how EI fosters organizational success through increased employee engagement, retention, and reduced costs, while also improving communication and ultimately driving business advantage by creating a more productive and harmonious work environment. The report is a valuable resource for students seeking to understand and apply EI principles in a professional setting.

Developing Emotional
Intelligence Skills for the
Workplace

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1. Importance of developing emotional intelligence in the workplace and the relationship
between emotional intelligence, effective management communication and business advantage
......................................................................................................................................................1
2. Critical evaluation of models of emotional intelligence which could be applied to Bentley
Motors Limited............................................................................................................................5
3. Importance of emotional intelligence and mindfulness in workplace and development of
emotional intelligence helps the organisation to gain competitive advantage.............................9
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15

INTRODUCTION
Emotional intelligence is the capacity or ability of an individual to identify as well as
manage emotions of self along with others in effective manner. It is an important skill whose
main categories are self awareness, motivation, social skills, self regulation and empathy. Such
intelligence builds stronger relationships, relieving stress, empathizing with others, defusing
conflicts, communicating effectively, overcoming challenges and many more. Emotional
intelligence skills are huge contributors in the overall success of an individual life as such skills
influences abilities to self motivate along with management (Ackley, 2016). Such skills are
intangible in nature but have significant impact on various operations or activities such as
performance, social intelligence, physical health and relationships that are performed at
workplace. The project report is based on Bentley Motors Limited which is a marketer as well as
manufacturer of luxury cars and having its headquarters located at Crewe, England, United
Kingdom. The report includes importance of developing emotional intelligence at workplace
along with relationship among emotional intelligence, business advantage and effective
management communication. It also discusses models of emotional intelligence as well as
importance of emotional intelligence and mindfulness in workplace. Lastly, the ways in which
emotional intelligence help an organisation to gain competitive advantage.
MAIN BODY
1. Importance of developing emotional intelligence in the workplace and the relationship
between emotional intelligence, effective management communication and business
advantage
Emotional intelligence: It can be defined as the capacity of an individual to express and
control the emotions so that the situations that are faced by them could be handled properly. In
other words it can be defined as the practices that are conducted to recognise, understand,
management and influence emotions for self and others. In order to manage it different activities
are performed by people which are meeting tight deadlines, dealing with change, failure and
setbacks, giving and receiving feedbacks, lack of enough resources etc. It also includes managing
challenging relationships. For all the business entities it is very important to develop emotional
intelligence at workplace so that employees can work productively (Agrawal, Gans and
Goldfarb, 2017). In Bentley Motors Limited managers try to make sure that they are contributing
1

in the development of emotional intelligence so that emotions of staff members could be
managed by them selves. There are various characteristics of it which are as follows:
 With the help of emotional intelligence ability of understanding self emotions could be
generated and the people with this quality do not allow their feelings to rule them. They
are aware about all their strengths and weaknesses which guides them to work
productively in the area of their interest (Characteristics of emotional intelligence, 2011).
 People with high self intelligence have ability to control impulses and emotions. This
characteristic allows them to ignore the situation of becoming angry or jealous and they
also ignore to take careless and impulsive decisions which may affect them in future as
they believe in thinking before reacting.
 Individuals who are focused with emotional intelligence considered to be more motivated
as compare to others because they try to defer immediate results for long term success. It
results in increased productivity and ability to take challenges of them.
 Empathy is a quality which guides people to understand needs, viewpoints and wants of
other that are living or working around them. It guides them to build capability to deal
with various issues of themselves such as judging tool quickly and motivate them to live
their life in honest and open way.
 Emotional intelligence helps to build social skills which can make a person team player
who focuses on success of a group rather than personal achievements. Individuals with
this quality try to manage disputes by their own with the help of their goods relations and
communication skills.
In Bentley Motors Limited managers focus on all the above described characteristics in
order to develop emotional intelligence for their employees which can help them to work
productively and achieve organisational as well as personal goals. For all the business entities it
is very important element as it contributes success and growth of business.
Importance of emotional intelligence in the workplace: In small as well as large
companies it is very important for managers to develop emotional intelligence because it can
help to enhance productivity of staff members by building various skills within them
(Importance of emotional intelligence, 2018). In Bentley Motors Limited top level executives
believe that if it is developed at workplace then it can result in highly motivates employees who
2

may contribute in the attainment of organisational goals. There are various significances of it for
the company which are as follows:
Helps to establish strong bond amount leaders and group members: For business
entities such as Bentley Motors Limited it is very important to develop emotional intelligence
because it helps to establish strong relation between teammates and leaders. With the help of it,
top level executives allow staff members to thrive and try to understand their needs and
requirements so that a good working environment could be provided to them to work. In order to
reach the long term business objectives it is very important for leaders to understand behaviour
of workers by asking them regarding issues that are faced by them while carrying out operations.
For managers it is very important to make sure that emotional intelligence get developed within
the organisation because it helps them to make good business decisions (Ashkanasy, Zerbe and
Hartel, 2016).
Results in organisational success: As emotional intelligence helps to develop
interpersonal skills so it is vital for top level executives of organisations such as Bentley Motors
Limited to develop it in order to attain success. When it is promoted by leaders in the company
then it helps to establish good relations among staff members so if one of them is facing any type
of challenge with their job role then other one come forward for help. It shows that if an
organisation is having developed emotional intelligence then it can result in organisational
success by increasing employee engagement.
Increased employee retention and low recruitment cost: High emotional intelligence
results in increased rate of employee retention which helps to reduce recruitment cost. In Bentley
Motors Limited managers are highly concerned with development of it as they are willing to
retain all the experienced and knowledgeable employees in order to decrease the rate which may
take place due to hiring of new staff members. It is important for all the business entities as one
of the main benefit of it is reduced unnecessary expenses (Clancy, 2014).
Relationship between emotional intelligence, effective management communication
and business advantage: All these elements are interrelated with each other because with the
help of them large and small business entities try to reach to the long term goals.
Interrelationship of them with brief description is described below:
Emotional intelligence: It can be defined as the ability of individuals that guides them to
understand, reason, recognise and manage their emotions appropriately. With the help of it
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interpersonal skills get developed which is beneficial for the attainment of common workforce
objectives. In large companies such as Bentley Motors Limited it is promoted by top level
executives in order to understand needs and requirements of staff members so that they get
motivates. With the help of it productivity of whole organisation could be increased which can
result in attainment of organisational objectives.
Effective management communication: While working on a common objective it is
very important for staff members to communicate with each other effectively. With the help of it
goals and long term vision of business entities could be discussed with employees so that their
engagement level in work could be increased. In Bentley Motors Limited managers pay attention
for the establishment of interpersonal skills which can help them to understand point of view of
employees and find a way to motivate them to work hard (Cottrell, 2015).
Business advantage: All the factors that are resulting positively for business entities are
considered as the part of business advantage. In order to attain it managers of Bentley Motors
Limited try to establish good relationship with its stakeholders such as employees, customers,
investors etc. In order to acquire different benefits for the company managers are required to
focus on different factors such as motivated staff, no barriers for communication, highly engaged
employees and good relation among top and lower level workforce. All these elements are
beneficial for the attainment of business advantage.
All the above described elements are related with each other as emotional intelligence
results in effective management communication which results in business advantage such as
increased productivity, highly engaged staff members and enhanced profits.
When organisation focuses on development of emotional intelligence at workplace then it
helps to develop various skills of employees which are self awareness, regulation, motivation,
empathy and social values. With the help of all of them interpersonal abilities are developed and
good relations with staff members are established. It results in reduced barriers for interaction of
top and lower level workers of organisation. When all the members of a company such as
Bentley Motors Limited are free to interact with each other then it will help them to execute
business activities appropriately so that long term business goals such as profit and sales
maximisation can be achieved (Cunningham and Villaseñor, 2014).
The above discussed factors reflects relation of emotional intelligence, effective
management communication and business advantage as all of them could be considered as the
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steps that are required to be followed by leaders to reach the predetermined business goals. In
order to accomplish all the tasks successfully managers in Bentley Motors Limited take all the
above described elements in to consideration while formulating strategic decisions. It helps them
to motivate employees so that they can work more productively and contribute in organisational
success.
2. Critical evaluation of models of emotional intelligence which could be applied to Bentley
Motors Limited.
Emotional intelligence model: In order to understand the concept of emotional
intelligence different researchers such as Peter Salovey, John Mayer etc. have analysed three
different models of it (Dolev and Leshem, 2017). With the help of all of them individuals will be
able to develop their understanding regarding it and managers can use them for betterment of
organisation. All the three models in context of Bentley Motors Limited are discussed below in
detail:
Ability model: This model of emotional intelligence is based upon development of
abilities to manage, control and use the emotions in different situations that are faced by
individuals at workplace or personally (Ability model of emotional intelligence, 2019). In order
to determine level of emotional intelligence of staff members managers in Bentley Motors
Limited analyse four elements of it. Description of all of them is as follows:
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Illustration 1: Ability model of Emotional Intelligence,
2019
(Source: Ability model of Emotional Intelligence, 2019)
 Perceive emotions: In order to determine ability of staff members, managers of Bentley
Motors Limited are required to perceive them which is the first step of whole process. At
this stage they try to understand verbal as well as non verbal signals of them. For this
purpose various things are assessed by them which includes body language, voice, facial
expression, language etc.
 Reasoning with emotions: It the second stage of assessment of ability of staff members
which is followed by managers of Bentley Motors Limited. They analyse that employees
at workplace use their emotions to promote cognitive activity and thinking. With the help
of it high or low level of emotional intelligence could be measured by them because an
individuals with high EI will think productively to find solution for a problem (Durlak,
2015).
 Understand emotions: At this stage managers in Bentley Motors Limited try to
understand emotions of staff members. As it is a complex task so they have to pay more
attention towards it. With the help of it they can analyse problems that are affecting
6

engagement rate of employees and afterwards appropriate solutions to deal with such
problems could be formed.
 Manage emotions: Managing emotion is considered as one of the main part of emotional
intelligence because it includes regulation of emotion, responding to other in appropriate
manner etc. In order to convey the information successfully it is very important for
managers of Bentley Motors Limited to manage emotions of all staff members.
Critical evaluation: All the above described elements of ability model of emotional
intelligence helps managers to determine ability of each and every individual so that important
information can be communicated appropriately. On the other hand, there is a negative side of
this model which that it is a time taking process and managers are required to focus on emotions
of employees rather than other essential aspects of business (Ellis, 2017).
Mixed model: This model was developed by Daniel Goleman who was mainly focused
with defining the concept of emotional intelligence. With the help of it different factors that may
affect leadership performance can be analysed. In order to identify them five elements are
assessed by leaders of Bentley Motors Limited. The analysis is as follows:
 Self awareness: At this stage managers in Bentley Motors Limited analyse their own
emotions, weaknesses, strengths, factors that motivates them, values and goals in order to
be aware of the purpose for which they are working within the organisation. With the
help of this analysis they try to overcome all the weaknesses so that possibility of its
negative impact upon leadership could be reduced.
 Self regulation: This element of mixed model states that leaders in all the companies
such as Bentley Motors Limited are required to control their emotions such as jealousy,
anger while working within the organisation. If they are not able to regulate it then it can
negatively affect their leadership and affect relation with other colleagues.
 Motivation: This factor of mixed model demonstrates that a person who is highly
motivated can attain own personal goals and motivate other staff members to work
productively for achievement of organisational objectives. Managers in Bentley Motors
Limited try to be highly motivated so that they can take advantage of it and inspire other
employees to work productively (Ellis, Kisling and Hackworth, 2014).
 Empathy: Managers in Bentley Motors Limited try to understand others with the help of
this element of mixed models so that needs and requirements of employees could be
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analysed. With the help of it all the necessities are determined and leaders try to fulfil
them to retain skilled staff members.
 Social scale: It is last element of mixed model of emotional intelligence which is mainly
focused with building team capabilities, communication, business relationships etc.
Managers at this stage try to become social with the staff members so that possibilities of
conflicts could be reduced and good bonds could be established within the organisation.
Critical evaluation: All the above described elements are beneficial for leaders as it
guides them to analyse all the positive or negative factors which may affect their leadership in
future. There is a negative aspect of this model which is that in order to identify the factors
managers are required to go through various critical processes which can affect accuracy of
analysis (Farnia and Nafukho, 2016).
Trait model: It is the recent emotional intelligence model which was introduced in year
2009 by Petrides. It demonstrates that people are having different personalities and emotional
traits that are based upon their emotions. In order to analyse traits of staff members managers of
Bentley Motors Limited used this model to analyse traits of employees of the organisation. The
analysis is as follows:
 Ones understanding and perception of their emotions: This element of trait model
states that managers of business entities such as Bentley Motors Limited should develop
traits within employees. With the help of it they can understand their own perceptions
and emotions in order to determine that which quality can help them to attain growth in
career. It guides managers to build good relations with workers so that they can interact
with top level executives and share their issues. It will help to form strategies for the
resolution of all the issues that are affecting productivity of workforce.
 The use of personality framework to investigate trait emotional intelligence: For the
purpose of analysing traits of staff members personality framework could be used by
leaders in Bentley Motors Limited. They utilised it and assessed aspects behind different
personalities of employees. It helped them to understand requirements of workforce so
that appropriate ways could be figured out for the to fulfil them (Glaser, 2016).
Critical evaluation: Both the above described elements are assessed by managers of
Bentley Motors Limited. This model is beneficial for them as it helps to develop understanding
of traits of employees and find the way in which all the required qualities could be built within
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them. Negative aspect of this model is that it is very difficult to implement as the process of
implementation is very critical which is not easy to understand and require a highly experienced
person.
3. Importance of emotional intelligence and mindfulness in workplace and development of
emotional intelligence helps the organisation to gain competitive advantage.
Emotional intelligence: The potentiality or capacity within an individual to understand
others as well as effectively managing emotions is termed as emotional intelligence. Managers
have high emotional intelligence skills that helps them to manage emotions of workforce. It is
more important at workplace as it helps in connection of feeling with others, turning intentions
towards effective actions as well as making informed decisions. The leaders who have higher
emotional intelligence are able to make employees happier, staying longer, reducing attrition
costs, motivates employees to increase productivity that benefit individuals as well as
organisation collectively (Hillson and Murray-Webster, 2017).
Importance of emotional intelligence at Bentley Motors Limited are as follows:
Increases human interactions: Emotional intelligence is all about understanding as well
as managing emotions of others with self. In an organisation, there at various employees who
have distinct skills performs work. With the help of such intelligence, the human resources
increases their interactions with other humans at workplace. By communication, understanding,
sharing ideas with other people, interactions increases among individuals. The managers of
Bentley Motors Limited have high emotional intelligence skills that helps them to set goals,
encouraging workforce to enhance their interactions by open communication as well as forming
operations as per the stated plans. In order to steadily setting goals as well as follow up all
actions to match the set plans, emotional intelligences plays important role at workplace (Horton-
Deutsch and Sherwood, 2017).
Responding towards conflicts: Conflicts results in feeling resentful, powerless,
frightened, hurt and so on. Emotional intelligence helps in controlling feelings related to anger
and disagreements along with allows employees to react constructively in tensed or uncertain
situations. Emotionally intelligent authorities of Bentley Motors Limited have skills to stay calm
in stressful situations and reacting towards conflicts by carefully analysing and understanding
situations (Hughes, 2016). The managers of such company do not believe in making impulsive
decisions as they leads them towards bigger problems. Such authorities resolve the conflicts by
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making conscious choices in order to ensuring that actions along with words are aligned with
effective decisions. In spite of reacting towards conflicts, such intelligence plays significant role
in responding towards conflicts at workplace (Lancaster and Di Milia, 2015).
Addressing emotions: People with emotional intelligent skills addresses their own
emotions along with others emotions. There are various individuals who don't have ability to
understand as well as tackle human emotions at any location either workplace or schools. All
humans are emotional people and with the extensive work, new services and over load schedules
people are not able to address their own emotions. Individuals with emotional intelligence skills
at workplace of Bentley Motors Limited keeps in touch with their own emotions as well as
articulate them with situations. They also helps other workforce to address their emotions
through a behaviour pattern that helps them to handle critical or uncertain situations in better
manner. Thus, emotional intelligence plays important role to address emotions at workplace and
it must to enhance such skills to handle situations (Illeris, 2016).
Mindfulness: It is defined to awareness of self as well as surrounding environment. It
enhances abilities of a person to effectively managing internal as well as external emotions. It
impact results in reducing anxiety, depression along with improving memory and lower blood
pressure (Mindfulness, 2019). Mindfulness practices at work results in reducing stress, improving
overall health, improving concentration level, effective communication and so on. It helps
individuals or workforce to become more imaginative, active as well as less resistant towards
changes in their surroundings. It benefits people to adjust along with calm down in order to take
right actions in uncontrollable circumstances. Such concept only focuses on present moment
without worrying about future or past activities that help in making better decisions by
improving concentration, creativity along with productivity.
Importance of mindfulness at workplace of Bentley Motors Limited:
Problem solving: It is refereed to the capacity to eliminate clutter among the untrained
mind. Applying mindfulness activities improves concentration level that leads towards untying
notes associated with problem solving. It helps workforce of Bentley Motors Limited to free
from distractions along with providing new angles for reflecting situations. The information is
processed in innovative as well as different manner by the managers of such organisation that
results in solving problems. Mindfulness plays important function in putting negative thoughts
into words by workforce that helps them to solve the problems rather than ignoring them. It also
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provides opportunities to communicate effectively among employee and employer at workplace
that promotes divergent thinking in order to solve problems.
Facilitates creativity: Mindfulness is considered as an important technique or tool to
enhance creativity, increasing resilience, reducing reactions and so on. All these, helps in
generating various innovative ideas in abundance (Lipnevich, Preckel and Roberts, 2016). Such
potentiality is important at factory premises of Bentley Motors Limited to facilitate creativity by
motivating workforce to look at their surroundings and learn new things in order to perform
operations in creative manner. It liberates the human brain from numerous distractions and
provide them motivation to further continue the operations in different approach with a fresh
perspective. Using such approach, employees comes with more thoughtful responses along with
promoting prioritises on important projects.
Reduces stress: Stress is the major cause of disengagement of employees, absenteeism
and hinders productivity of businesses. By proving formal mindfulness programs to employees
that helps in reducing stress level of workforce. The management of Bentley Motors Limited
engage workforce and enhances their awareness in context to the thoughts of others and provides
positive sides of stress is such manner that results in switching their attitude towards stress and
performs work with more focus. Mindfulness activities plays essential role in motivating
workforce to pay attention on present moments as well as controlling thoughts based on non
productive or harmful ideas that leads them towards stress.
Maintaining relationships: Mindfulness helps an individual to become more open, self
aware as well as compassionate. It makes employees happier by maintaining relationship sat
workplace. Building such relationships are important for employees along with organisational
leaders. Their is a closed relationship between mindfulness as well as improved workplace
relationships. Such link results in satisfying personal relationships, increasing empathy along
with sympathy at the time leaders interacts with workforce. The leaders of Bentley Motors
Limited uses mindfulness activities in order to develop as well as maintaining healthy workplace
relationships. They develop capacity among workers to acknowledge thought and environment
as to present informed responses against emotional reactions at workplace. It plays important
function at the time of stress along with changes at organisational workplace (McCorkle and
Witt, 2014).
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Focuses on well being of employees: In the changing scenario, management authorities
are more focused towards investing in well being of workforce due to increased awareness of
associated costs related with unhealthy workforce. When an individual is unable to deal with
stress or change then it result sin absenteeism, turnover, decreased productivity. All such
situations leads towards costly issues and are tied with mental health along with stress of an
employee. Ability to overcome from such situations as well as resilience are important for well
being of an individual. Supportive activities of mindfulness at work place are adopted at Bentley
Motors Limited that supports resilience through providing training and equipment facilities to
employees so that they have the ability to understand as well as manage their emotions as well as
stress level in such manner that influences them towards enhancing potentiality (Mishra, 2014).
Thus, mindfulness is significant at workplace as to increase the level of well being of employees
with the aim to improve emotional resilience, higher rating in job performance as well as
balancing work life in effective manner.
Developing emotional intelligence can help an organisation to gain competitive advantage:
Developing emotional intelligence with an individual or employee helps an organisation
to increase competitive advantage:
 Bentley Motors limited focus on developing emotional intelligence as it helps in
enhancing abilities to recognise, understand as well as manage reactions or emotions
among workforce and top level management. Maintaining effective relations results in
negotiating conflicts, working as team members, happy workforce that enhancing their
efficiency which results in more productivity. Thus, gaining competitive advantage
(Powell, Mabry and Mixer, 2015).
 By developing emotional intelligence, managers of such company changes consistent
behaviour or perception of employees towards stress or change that helps in developing
clear vision in the eyes of employees and motivating them to perform with full
potentiality as to attain the set vision with beneficiary results (Prufeta, 2017). When
workforce performs operations with full efficiency or potentiality they are able to
produce more results that can help organisation to gain competitive edge in international
marketplace.
 Employers of Bentley Motors Limited have full emphasis on development of emotional
intelligence as it helps in resolving critical problems in effective manner. Resolution of
12

problems with employees helps in loyalty towards organisational operations. It will result
in decreasing absenteeism and low turnover (Rahim and Cosby, 2016). Such results
decreases additional costs associated with recruitment system or selection system that
saves margin of profits of company. It also helps in retaining professionals with high
skills and knowledge so that work is performed without any uninterruptible activity and
improves financial position in the market that helps in gaining competitive edge (Serrat,
2017).
 At the time of developing such intelligence focus is made by the leaders of chosen
company towards the needs or objectives of individual employee. They take remedial
actions if such needs are not fulfilled. Such actions helps organisation to engage
workforce in decision making as to understand their objectives and accordingly framing
decisions that benefits both. When employers are benefited in attaining their individual
objectives they showcase their capacity towards attaining business goals as well as work
in such manner that provide maximum advantage to the company in gaining competitive
advantages (Sosik and Jung, 2018).
 Major emphasis is on development of emotional intelligence by the management of
respective organisation to understand, control, adapt and manage moods, responses,
emotions of employees by motivating them with appropriate action, remedy that
improves enthusiasm of employees and they takes commitment to follow all the
directions as per the prescribed plans or programs. With the help of such intelligence,
employees understand each other and coordinate all working activities that delivers
beneficiary results for the organisation (Wilding, 2017). If employees coordinates,
commits and deliver results with fuller efficiency without any stress is the major
objective of a company. Thus, by achieving such objective, organisations gain
competitive advantages in effective manner.
CONCLUSION
From the above project report it has been concluded that emotional intelligence can be
defined as the ability of analysing emotions and finding the ways in which all of them could be
controlled, regulated and managed. For managers of all the business entities it is very important
to focus on it because it is vital for the organisation. There are various benefits of it for the
companies which includes helps to establish strong bond amount leaders and group members,
13

results in organisational success and increased employee retention and low recruitment cost. In
order to attain all these benefits leaders are required to analyse different emotional intelligence
models that are ability, mixed and trait. With the help of all of them leaders can analyse skills,
qualities, behaviour and characteristics of workforce. Along with this they can also observe all
such types of elements which may leave negative impact upon their leadership capabilities.
14

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