Emotional Intelligence and the Implication for Service...

Emotional Intelligence And the Implication for Service Operations Leadership Abstract In recent years companies begin to realize the pivotal position of emotional intelligence and attach more importance on leader’s emotional intelligence development. Actually the emotional intelligence enables leaders to better perform in the workplace. This essay will come to an understanding of emotional intelligence on the basis of the author’s opinion. The first part of the essay includes the historic root of emotional intelligence, its definition and the five dimensions. The second part of the essay will demonstrate the implication of emotional intelligence in service operation leadership. Key words: emotional intelligence, service operation†¦show more content†¦They were talking about the cognitive and emotional research and discussing a politician who was smart but acted dumb, which led to the conclusion that â€Å"smart decision making requires more than the intellect as measured by traditional IQ†(Dijk and Freedman, 2007). Later they focused emotional intelligence on the abilities to perceive and use emotions as part of thinking. The one who actually made the term emotional intelligence out of academic circle and be well accepted by the public as a daily used term was Harvard University professor Daniel Goleman and his book Emotional Intelligence which was the bestseller around countries. His opinion set off a rush to emotional intelligence globally. Goleman discovered that one’s emotional intelligence has an imperative impact on his performance in the workplace emotional intelligence either as an employee or as a leader and as the position gets higher, emotional intelligence’s influence gets greater. In addition, emotional intelligence’s impact is even more obvious on certain types of work such as marketing, sales and customer service. What is Emotional Intelligence? Mayer and Salovey first defined the term Emotional Intelligence by merelyShow MoreRelatedOrganizational Culture and Its Effects on Team Development and Effectiveness1566 Words   |  6 Pagesfocuses on the demonstration of how activities are executed within the context of the business entity. This is through demonstration of how employees, act, think, and feel towards the provision of services and products to the target audience. Organizational culture has vital influence on the operations and development of the teams within an organization. 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