Emotional Intelligence for Resolving Workplace Conflicts

Case Study on a former PMC commissioner and his subordinate sub-divisional officer

Essay, 2018

8 Pages, Grade: 3



The concept of Emotional Intelligence (EI) dates back to 1964. But it gained recognition in 1991. Many researches were done on EI to see if it is really important. Hence I have also tried to conclude if EI is important at workplace and why is it important. A real-life case of supervisor and slave has been has been discussed here in context of EI. A brief description of EI, workplace conflict and importance of EI at workplace has been stated. Further PMC’s real-life case scenario has been discussed and the learning stated which could have resolved the situation without exaggerating it.

Emotional Intelligence

The idea that people can easily understand, control and manage emotions quickly picked pace and found its way in people management by understanding and managing emotions. Emotional Intelligence (EI) is important because emotions and feelings are present in every human being. We can either supress it or ignore it but we cannot deny it. Some people are good at handling their feelings and emotions. But they might be not good enough to handle others emotions and feelings. Emotion has power to take over our six senses and can make us irrational at times. This is why some of us can’t handle our emotions during disturbing or tough times and act or react in an irrational way.

Definition and Description of Emotional Intelligence [2]

Definition: Emotional intelligence refers to the capability of a person to manage and control his or her emotions and possess the ability to control the emotions of others as well. In other words, they can influence the emotions of other people also.

Description: Emotional intelligence is a very important skill in leadership. It is said to have five main elements such as - self-awareness, self-regulation, motivation, empathy, and social skills.

Let’s understand each one of them in detail. What is self-awareness? If you are self-aware of what you are going through, you would be in a better position to understand others, and affect people around you. It also means you are aware of your strengths as well as weaknesses. When you experience anger, hold that moment and think what made you so angry. Keeping a journal always helps.

What is self-regulation? Self-regulation is the next step wherein you think before speaking. It is an important aspect where you can regulate yourself. This will impact others in a positive way rather than in negatively. Hold yourself accountable in case you make a mistake, and try to remain calm in every situation.

What is motivation? When you are motivated to do a series of tasks you will be in a better position to influence others. Work towards your goals consistently. Show your employees how the work is done and lead by example. Even if you are faced with a challenge try and find something good about the situation.

What is empathy? When you are able to put yourself in other’s shoe and think about a situation, it is known as empathy. Every successful leads should know how to empathise with others, if you want to earn their respect.

What are social skills? The last aspect is social skills and it is one of the important aspects. Social skills are all about communicating your point of view to. They are able to build a rapport with others which makes the relationship more comfortable.

Emotional Intelligence Coordinates

EI is about being aware about what our emotions can do and cannot do. EI is the ability to recognize, perceive, understand, and accordingly influence or manage.

Figure deleted due to copyright reasons

Figure 1: Emotional Intelligence for Self and Others

As per figure 1, we need to manage our own emotions and influence others emotions after recognizing and understanding them. The first step in EI is to perceive your emotions. You are responsible for your emotions. So reason it out, understand your emotional state, respond to it and manage it. After you have attained emotional stability, you are in a situation of helping others by recognizing, perceiving, understanding and influencing others emotions.

It is here where EI comes in play as we are born with the ability to perceive our emotions but not all are good at perceiving others emotions.

Importance of Emotional Intelligence

A review published in the journal of Annual Psychology found that higher emotional intelligence is positively correlated with [1]:

1. Better social relations for children – Among children and teens, emotional intelligence positively correlates with good social interactions, relationships and negatively correlates with deviance from social norms, anti-social behaviour measured both in and out of school as reported by children themselves, their own family members as well as their teachers.
2. Better social relations for adults – High emotional intelligence among adults is correlated with better self-perception of social ability and more successful interpersonal relationships while less interpersonal aggression and problems.
3. Highly emotionally intelligent individuals are perceived more positively by others – Other individuals perceive those with high EI to be more pleasant, socially skilled and empathic to be around.
4. Better family and intimate relationships – High EI is correlated with better relationships with the family and intimate partners on many aspects.
5. Better academic achievement – Emotional intelligence is correlated with greater achievement in academics as reported by teachers but generally not higher grades once the factor of IQ is taken into account.
6. Better social relations during work performance and in negotiations – Higher emotional intelligence is correlated with better social dynamics at work as well as better negotiating ability.
7. Better psychological well-being - Emotional intelligence is positively correlated with higher life satisfaction, self-esteem and lower levels of insecurity or depression. It is also negatively correlated with poor health choices and behaviour.
8. Allows for self-compassion - Emotionally intelligent individuals are more likely to have a better understanding of themselves, and to make conscious decisions based on emotion and rationale combined. Overall, it leads a person to self-actualization.

Workplace Conflict

An organisation is more stable if members have the right to express their differences and solve their conflicts within it [5]. There should be freedom to express thoughts and emotions at workplace irrespective of existing hierarchy. Successful organizations value people and processes are designed to help them. It should not be vice versa as it might result in conflict, loss of empathy, lack of motivation and self-accountability.

Surprisingly anger and stress are two of the emotions we see most in workplace- or atleast, those are the terms we use for them most frequently [3]. This requires emotional agility which is a critical capability enabling us to successfully interact with the world and also with ourselves.

Being respectful, thoughtful, communicative, appreciative, motivating and showing emotional agility either ways in a workplace is very important and critical to avoid any workplace conflict scenario.

Giving constructive feedback instead of negative feedback is very important in building healthy relationship.


Excerpt out of 8 pages


Emotional Intelligence for Resolving Workplace Conflicts
Case Study on a former PMC commissioner and his subordinate sub-divisional officer
Catalog Number
ISBN (eBook)
EI, emotional intelligence, workplace, organization, workplace conflict, PMC, pune municipal corporation, self-realization, self-awareness, ethics, honesty, perception, awareness, hr, management, self-help, harward, supervisor, subordinate
Quote paper
Dr. Manisha Kumari Deep (Author), 2018, Emotional Intelligence for Resolving Workplace Conflicts, Munich, GRIN Verlag, https://www.grin.com/document/434878


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