2. Emotional Intelligence

Question 1

Topics that need to be covered

Answer 1

Emotional Intelligence

• definition and example
• EQ test
• affective events theory
• basic emotions
• emotional labour
• emotional management
• burnouts and emotional exhaustion
• mindfulness
• optional experience of flow

Question 2

What is Emotional Intelligence?

Answer 2

Emotional Intelligence is an individuals ability to

• Understand emotions
• Perceive emotions
• Manage and use emotions

Question 3

What are Emotions and Moods?

Answer 3

• Emotions are intense feelings that are directed at something or someone
• Moods are feelings that tend to be less intense than emotions and that lack a contextual stimulus

Question 4

Affective events theory

Answer 4

Employees react emotionally to things that happen to them at work;
These emotional reactions can influence their job performance and satisfaction

Question 5

Examples of emotions

Answer 5

Happy 
Angry 
Sadness
Fear
Disgust

Question 6

Disgust

Answer 6

Influences our ethical decision making, we look at what we decide what’s ethical and not, cannot control it

I.e. disgusted by certain behaviour

Question 7

Sadness

Answer 7

Self focused emotion associated with loss and low value, sad event

Question 8

Regret

Answer 8

Produced by counter-factual thinking i.e. “should’ve done it…”

Question 9

Perceiving emotion

Answer 9

Females may tend be use a diverse range of words to describe emotion than males, women tend to be more emotionally knowledgeable, they may also have a stronger need for approval

Question 10

Emotional Labour

Answer 10

Emotional labour refers to expressing organisationally desired emotions during interactions, i.e if an organisation desired positive or negative emotion will show this

Question 11

Emotional Management

Two Types

Answer 11

Face acting - manipulating facial muscles without really experiencing the emotion

Deep acting - mentally visualising a situation that will activate the emotions and express it naturally

Question 12

Burnout/emotional exhaustion

Answer 12

A process by which individuals experience a gradual increase of distress that is characterised by reducing productivity
It can lead to emotional exhaustion.

Question 13

Mindfulness

Answer 13

State of being ATTENTIVE to and AWARE of what is taking place in the PRESENT time

Employees who are more mindful tend to be show more self regulation or autonomy, experience less anxiety, experience higher self-esteem