Importance of Emotional Intelligence - Literature review Example

Emotional Intelligence Name: Institution: Letter of transmittal Insert Name: Insert Place of Residence: Insert Address: Insert Email: Insert Date: Name of Instructor: Insert course: Insert Institution: Insert Institutional Address: Dear (Name of the Instructor), Enclosed is a paper focusing on “Emotional Intelligence as it applies to the planned interview process”. This report is a summary containing my findings on the importance of Emotional Intelligence and communicational theory as it applies to the planned interview processes. It will help employers to use these modern forms of measuring intelligence to new recruits as well as the existing employees thus improving on the existing methods such as the IQ tests. The Emotional intelligence method and communication theory was used in conducting an interview for Collusion, Commotion, Collaborative and Partners, headed by Lloyd Cole as the CEO, in hiring twenty-five call centre employees, where I was one of the interviewing panel. By employing these modern methods, we were able to hire qualified employees, thus increasing the productivity of the firm. I completed the report on time and met all the objectives sets. As promised in the proposal, the report includes information on the importance of Emotional intelligence and communication theory in the case of planned interview processes. This report also includes on assessments of the possible shifts from the traditional methods used in conducting interviews to the contemporary ones. Through this report, I have found that the modern forms of measuring intelligence to the employees have saved up to 15% of the operational costs of some institutions such as US military among others. This is based on the fact that employees hired under these contemporary programs are able to develop empathy, enhance communication, patient among other important virtues required in the work places. The report suggests more research conducted, in order to establish the relationship existing between emotional intelligence and personal constructs as well as the need of the employers to adhere top the EI and communication theory guidelines in hiring and training their work force. If you have any comment or questions concerning the interpretation of this report, please feel free and contact me at the phone number or address above. Thank you for all those who assisted in carrying out this project and hoping to carry similar projects soon. Sincerely, Name: Enclosure: The Final Report Abstract Hiring and maintaining the best employees is the dream of any given employer. However, as the society change new methods such as Emotional intelligence methods are currently employed in many firms across the globe. The paper will look on ways Collusion, Commotion, Collaborative and Partners can employ these modern techniques to hire twenty-five call centre employees. EI model is fundamental as it measures ones strengths in dealing with work related stress, enhances one relationship thus strong team works in organisations. Various theories regarding EI such as Goleman model among others have bee developed. The model looks on areas such as social awareness, self-relationship and awareness and relationship management. The paper also touches on the aspects of communication theory and its importance’s in work places. Several areas such as mechanistic aspect, systemic viewpoint and Social constructionist are looked at. In work places, it have been established that communication and EI affects the genders in different ways as with women having an upper hand as far as this is concerned. The three processes of conducting the interviews are related to the success of CCCP firm in obtaining the desired candidates for CC network. In conclusion, it can be seen that any firm cannot neglect the importance of EI and communication approaches such as improved profitability. Some of recommendations include increased research on EI and communication in order to improve teamwork in companies and improve overall performance Introduction For many decades, emphasis has been placed on particular aspect of intelligences. Some of the notable aspects have included math skills, logical reasoning, verbal skills, and understanding analogues among others. Goleman (106) indicates that while IQ predicts to significant levels the degree of academic performances, personal and professional success, some of those who had performed excellently in the IQ scores still went ahead and performed poorly in places such as work places, thus not meeting the desired outputs of the firms in the end. It is indictable that these people wasted their potentials through thinking, communicating and behaving in ways hindering their probabilities to success. One of the major aspects, which have missed to enhance the success of this group of people, is emotional intelligence, an idea developed by Daniel Goleman (Barsade, 30). In the work places, success is highly hinged on the logical capabilities; job related skills and intelligence rather than all the other activities carried out with emotions. This paper explains EI (Emotional intelligence) as it applies to the planned interview process Aim The main aim purpose of this paper is to clearly indicate on the importance of Emotional Intelligence as it applies in the interview process of CCCP (Collusion, Commotion, Collaborative and Partners). The interviews aims at expanding the company’s call centre (CC) network Scope The paper candidly evaluates on ways the employers can employ EI interview processes so as to acquire the desired labour force. By exposing them through the emotional intelligence, it is easy to establish the level of competencies in writing , reading and maths, determining their effectiveness in the firm, the ability to contribute to firms decisions and enhancing their leadership potential. Other qualities, which can be discovered among the individual candidates, include the ability to participate in-group work, skills necessary in negotiating conflicts among others. Limitations One of the limitations of the EI is its little levels of predictive value. It adds very little to predictions or explanations of some of the outcomes especially in work related matters. Further, over the years it has been hard to distinguish the non-cognitive aspects such as problem and memory solving skills. The non-cognitive skills are used in describing skills and managing other people. These is limiting factors that may make it hard when selecting candidates to fill the positions of CCCPs Call Centre The theory of Communication and Emotion intelligence Emotion Intelligence Goleman (121) indicates that EI (emotional Intelligence) refers to the ability, skills, self-perceived abilities of identities, control of emotions and assess of oneself and of group. In the work places emotional intelligence have been of great significant as it helps in handling of stress as well as managing ones feelings thus promoting the desired levels of cohesion resulting to maximum output among the workers and the organisation in general. In most of the work places, high-level employees are more inflated by views of EI and reduced congruence with perceptions of others as compared to lower level employees. There are four main competencies, which are determined by measuring the level of EI. This includes the level of self-awareness, self-management, social awareness and social skills all of which are crucial when hiring new employees. McClelland (124) stipulates that EI increase when one commit to building practical competencies in day-to-day activities. Developing the required empathy skills is crucial as far as interactions in job places are concerned. One of fundamental skill for Emotional Intelligence is skill of empathy. This begins with the aspect of self-awareness that entails understanding of personal emotions necessary in understanding emotions of others. It is a critical area lading to effective communication as well as leading the others. Lack of empathy results to interpersonal difficulties thus low performances problems in customer relationship as well as executive derailments, all of which are important in contemporary work places. Segal (44) indicates that people who need its most poorly understand competency skills. For instance, most of hard working managers lack the propensity in developing empathy is due to assumptions that this is a touchy feeling thus leading to poor results. To most employees lack of empathy results to increased difficulties in handling changes especially in management, reduced abilities to work with the team members as well as poor interpersonal relationships with internal and external customers. Without adequate understanding of point of views of the others, employees generally lack sufficient flexibilities for emerging changes thus being unable to deal well with very people supposed to give the results. Goleman indicates that empathy represents foundation skills of social competencies that are vital in work places (Goleman, 169). These includes understanding the perspectives and feelings of the others, the ability to recognize, anticipate as well as meet the needs of the customers, the abilities of sensing the developmental needs of the others and bolstering their abilities . Other social competencies include the ability of cultivating opportunities by diversifying people and political awareness that entails reading social and political currents in organisations. Goleman model In Goleman Model, there are four distinctive EI constructs. This includes self-awareness. This is their ability of a person to read emotions and recognise the impact of this in making decisions. Self-management includes controlling impulse, emotions and adapting to changing circumstances in work places. The third construct which is social awareness, it entails the ability of sensing, understanding and reacting to emotions of others in comprehending the social networks. Relational management entails the abilities of inspiring, influencing and developing the others while at the same time managing emerging conflicts at work places. The table below briefly summarises Golemans EI Competencies Self Personal Competences Other Social competences Recognition Self awareness Self confidence Accurate self assessment Emotional self assessment Social awareness Empathy Organisational Awareness Service orientation Regulation Self management Self Control Conscientiousness Trustworthiness Initiative Adaptability Achievement Drive Relationship management Influence Developing Others Conflict management Communication Building blocks Leadership Collaboration and teamwork (Goleman, 69) Segal (44) indicates that all employees should stimulate interest among their fellow colleagues, inspire different outlooks on their work, generate awareness on the organisational goals, and develop the others to increased levels of abilities and motivating others. It is on this fact that employees are considered to be composed of four main dimensions namely inspirational motivation, idealized influence, intellectual stimulation as well as individual considerations .In the work places, EI competencies are vital for the success of most jobs. Further, most of employees enters work force lacking the required competencies, which are necessary for success in job place. This has forced the employers to established ways of providing the EI trainings. Cost effectiveness of the EI in work places is one of the most important areas of research that have enhanced workers performances in work places. By selecting employees having the desired level of EI, an organisation is able to save some resources such as money. This is an important aspect in the current times as firms are looking forward to cut on operational cost and expand on other important areas such as acquisitions, improve on customer care among other areas. For instance, in a report to the congress, US Government Accounting Office outlined the amount, which had been saved when US Air force employed EQ-1 (Bar-On Emotional Quotients Inventory) when selecting recruits. Out of this program they were able to save up to $ 3.1 million as wok force became more active hence more productivity (Goleman, 121).It is estimated that lack of following the stipulated EI guidelines in work places, developed countries such as US and UK might be loosing more than $ 10.7 and 8.9 billion annually. It ahs been established that the results of recruiting and training the employees in social and emotional competencies on programs following the EI guidelines resulted to increased impacts in work places and reduced loss of money in long run (Pesuric & Byham, 2002). For those employees having a higher value of EI, they are able to handle more frustrations, get along with the others as well as control their emotions that may arise in work places. This enables EI to be a good measure of performance of individual employee hence the ability to determine the expected output of all the work force. The Communication theory The evolution of communication theory has been gradual over the years. This has led to discovery of different models such as linear, interactive, and transactional among other notable theories. Several viewpoints have been used to examine the communication frameworks. This includes, which views communication as perfect transactions of messages from senders to receivers. Social constructionist that views communication as product of interactant who shares and creates meanings (Wechsler, 151). Other viewpoints include the systemic viewpoint. It consider communication as new message created through- put or what happens as messages are being interpreted as it travels to the targeted audiences. Generally, effective and efficient forms of communication are important in enhancing the success of the firm. This is due to the fact that, it enhances team works as well as helping to understand the needs of customers who are the integral part of any business. Gender disparity in EI and communication According to Goleman (33) there is no any existing differences in EI and communication as far as different genders are concerned, admitting the fact that while women and men may have varied profiles of strengths and weakness in different areas to communication and EI levels is the same. However, in the recent studies it have been established that women have a higher value EI as compared to men in personal and professional settings. It has further been established that women are better communicators in work places as they are able to pay details to activities around them as compared to men. Perhaps the gender discrepancies as far as EI is concerned are cognitive rather than a mixed perspective. Because of these studies, most of the employers especially in developing countries have started to recognize the importance of women in work places leading to more recruitment and promotions in respective job places. Generally, it can be established that increased levels of tea work in places are enhanced by hiring employees with higher EI value. This can later be enhanced through training session on ways of improving ones EI levels. The main difference between mediocrity and success in work place relationship is attributed to mastery of soft abilities and skills among individual members all of which are well grounded in EI. To promote progressive, effective and positive working environments the teams ought to have combinations of developed and technical knowledge that includes social awareness, empathy, self awareness and to be motivated and ability to inspire fellow employees. To save on the firms resources, it is thus important to get on board employees possessing these integral characters all of which compose the EI. Interviewing process Successful interviewing process is combination of both science and art. The mastery of communication skills applied in manners that allow interviewees to adequately present themselves, their backgrounds as well as experience in best possible ways. Lloyd Cole, the CEO of CCCP indicates that understanding processes of communication and theorise supporting it lays on the ream of science. As a graduate from USQ, in appreciate the importance of thorough preparations as one of the key towards successful interviewing process for any given firm. The interview preparations, follows my appointment as one of three interviewers in a panel mandated to select twenty-five candidates aimed at expanding the call centre network for CCCP. My main duty is to writer a report aimed at preparing for an extensive selection for the above positions. Interviewing plan It is worth noting that job interview gives potential employer and employee chances to discover more on each other. Most of the interviews can be classified into screening interview, designed to cull applicants who fails to meet specified qualifications also enabling the interviewer to gather more information about the interviewees. The other type of interview process is known as behavioural interview. It aims at making educated selections decisions that is based on legitimate and fair criteria as opposed to gut feelings. In order to get the desired candidates the interview process will be divided into three main segments. This includes the preparation, interview and selection Preparation This step will involve job descriptions involved with the interview for CC network. This will enable the panel to determine on what they are exactly looking for in the candidates. The most appropriate way to achieve this is reviewing the responsibilities as listed in description of the job. The completed application forms by the candidates will present accurate previews of the coming attractions, ambitions or education the candidates will bring to the interview. The application forms will then be analysed to give out the information presented by the candidates, skills they display in their application as well as the way they think about questions asked to them. Other tasks to be performed by the panel will include categorization of job requirements, identification of skills all based on the job requirements (Barsade & Gibson, 2009). The interview The panel will welcome the candidates with a smile, handshake as well as warm friendly verbal greetings. One of the interviewers will open the interview to set the tone for interview. During the interview, candidates will be given chance to present information indicated on their applications. Notes on some of the key phrases used by the candidates will be noted to help in evaluating their skills. During the interview, the panel will be expected to listen to the candidates. This formulate probing questions, maintain an eye contact with the candidates to enable them express themselves. The entire interview will last for 30-60 minutes. After the interview, evaluation of candidate will be carried out to indentify those candidates with recommendable emotional intelligence and communication skills that are essential in call centres (Wechsler, 2009). Recommendations In future, more research should be conducted to establish the relationship, which exists between personality constructs and emotional intelligence. The employers should be encouraged on the need of carrying out recruitments processes, which adheres to the EI and communication guidelines to enhance long-term productivity. Further, the employers should carefully evaluate for interview processes in order to bring out the best of candidates. Conclusion It is evident that EI and effective communication is integral for success of any firm. During the hiring process, the strategies laid down on the company’s EI policies should carefully follow to achieve the firms’ objectives. Employers should strive in enhancing the EI of their employees through trainings among others vital methods. In conclusion, proper selection of candidates to work in CCCP call centres, will ensure that the firm becomes profitable and compete accordingly with other firm References Barsade, S. & Gibson, D. 2009. Group emotion: A view from the top and bottom. Research on managing groups and teams. Greenwich: JAI Press. Barsade, S. 2007. The ripple effect: Emotional contagion in groups New Haven: Yale University School of Management. Goleman, D. (2005). Emotional Intelligence: Why It Can Matter More Than IQ (10th Anniversary Ed.).New York: Bantman Books. McClelland, D. (2004).Identifying competencies with behavioural-event interviews. Psychological Science, 9(5), 331-339 Pesuric, A. & Byham W. (2002). The new look in behaviour modeling.Training &Development, 25-33 Segal, J. (2004). Raising Your Emotional Intelligence: A Practical Guide. London: Henry Holt &Company, 1997. Wechsler, D. 2002.The measurement and appraisal of adult intelligence. Baltimore: The Williams & Wilkins Company. Wechsler, D. 2008.Nonintellective factors in general intelligence. Psychological Bulletin, 37, 444-445. Read More