moods, emotions and drives as well as their effect on others.
This is linked to three competencies: self-confidence, realistic
self-assessment and emotional self-awareness.
■ Social awareness– the ability to understand the emotional
make-up of other people and skill in treating people
according to their emotional reactions. This is linked to six
competencies: empathy, expertise in building and retaining
talent, organizational awareness, cross-cultural sensitivity,
valuing diversity, and service to clients and customers.
■ Social skills – proficiency in managing relationships and
building networks to get the desired result from others and
reach personal goals, and the ability to find common ground
and build rapport. The five competencies associated with
this component are leadership, effectiveness in leading
change, conflict management, influence/communication,
and expertise in building and leading teams.
DEVELOPING EMOTIONAL INTELLIGENCE
There are two parts of the brain which determine intelligence –
IQ and emotional. The neocortex grasps concepts and logic and
therefore governs analytical and technical ability. The limbic
system governs feelings, impulses and drives. It is no good
trying to develop emotional intelligence by focusing on the
neocortex part of the brain. Apart from the fact that IQ is largely
genetic – it changes little from childhood – conventional training
programmes which in effect concentrate on the neocortex may
enhance technical skills but will make little or no impact on
emotional intelligence. To enhance emotional intelligence it is
necessary to include the limbic system. The aim is to break old
behavioural habits and establish new ones. Emotional intelli-
gence usually increases with maturity and it can be learnt, but it
takes time and individual effort.
When organizations try to help people develop their
emotional intelligence they will take the following steps:
■ Assess the requirements of jobs in terms of emotional skills.
■ Assess individuals to identify their level of emotional intelli-
gence – 360-degree feedback (getting feedback from
colleagues, clients or customers and subordinates as well as
one’s boss) can be a powerful source of data.
How to Develop Your Emotional Intelligence 73