Emotional intelligence

Concept, origins and models

Emotional intelligence (EI) is the ability to recognize, understand and manage your own emotions, and to recognize, understand and influence the emotions of others.

Introduced by

Peter Salovey and John Mayer (1990)

Popularized by

Daniel Goleman, Emotional Intelligence (1995)

Also called

Emotional quotient (EQ)

Daniel Goleman's model

Daniel Goleman's model describes five components of emotional intelligence: self-awareness, self-regulation, motivation, empathy and social skills.

Personal competences

Self-awareness, self-regulation, motivation

Social competences

Empathy, social skills

Applying EI in public service

In public administration, emotional intelligence helps officials lead teams, deal with citizens, manage crises and conflicts, make balanced decisions under pressure, and resist unethical pressure.

Key uses

Leadership, public dealing, conflict resolution, crisis management, decision-making, ethics

EI can be learned

Unlike IQ, emotional intelligence can be developed throughout life through practice, reflection, feedback and training.

Methods

Reflection, feedback, active listening, stress management, training, mentoring