IAS EMOTIONAL INTELLIGENCE AND CIVIL SERVICES

Emotional Intelligence :
Emotional intelligence is the ability to perceive emotions, to assess and generate emotions so as to assist thought, to understand emotions and emotional knowledge, and to reflectively regulate emotions so as to promote emotional and intellectual growth (Mayer and Salovey, 19971, According to Coleman (1998), "emotional intelligence7' refers to the capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions, well in ourselves and in our relationships. In simple words, emotional intelligence refers to attributes such as understanding one's feeling, empathy for others, and the regulation of emotions to enhance one's life,
Background of Emotional Intelligence Aristotle wrote about emotional intelligence in 350 BC, centuries before the term became popular. Although the term Emotional Intelligence' was first coined by two colleagues from Yale University, Peter Salovey and John Mayer, DanieE Goleman is responsible for the current popularity of the subject with his groundbreaking bestseller in 1995, Emotional Intelligence - Why it t an matter more than !QJ (IQ here means Intelligence Quotient).

 Why Emotional Intelligence?
 EQ can lead one to healthy relationships and to have the ability to respond to the challenges of one's life and career in a positive manner.
Emotional Intelligence- Heart and Head Combined It is important to understand that Emotional Intelligence is not the opposite of intelligence, it is not the triumph of head over heart - it is the unique intersection of both. Think about the definition of emotion, intelligence, and especially, of the three parts of our mind - affect/emotion, cognition/thinking, volition/ motivation. Emotional Intelligence combines affect with cognition and emotion with intelligence. Emotional intelligence, then, is the ability to use your emotions to help you solve problems and live a more effective life. Emotional intelligence without intelligence, or intelligence without emotional intelligence, is only part of a solution. It is the head working with the heart,
Mayer & Salovey (Ability Model):
In the words of Mayer and Salovey, Emotional intelligence is the ability to perceive emotions, to access and generate emotions so as to assist thought, to understand emotions and emotional knowledge, and to reflectively regulate emotions so as to promote emotional and intellectual growth. We tan see that there are four different areas as perceived by Mayer and Salovey in above definition- • Perceiving Emotions- In order to properly understand the emotions, it is, first, necessary to accurately perceive them, in many cases, this might involve understanding non-verbal signals such as body language and facial expressions. • Reasoning with Emotions- Reasoning with emotions involves using emotions to promote thinking and cognitive activity. Emotions help prioritize what we pay attention and react to; we respond emotionally to things that gamer our attention, • Understanding Emotions- The emotions that we perceive can carry a wide variety of meanings. If someone is expressing angry emotions, the observer must interpret the cause of their anger and what it might mean. For example, if your boss is acting angry, it might mean that he is dissatisfied with your work; o; it could be because he got a speeding ticket on his way to work that morning or that he's been fighting with his wife.
EMOTIONAL INTELLIGENCE
»ManagingEmotions-The ability to manage emotions effectively is a key part of emotional intelligence. Regulating emotions, responding appropriately and responding to the emotions of others are all important aspect of emotional management.
Domains of El as Given by Daniel Goieman Goleman gave five domains that delineate the parameters of emotional intelligence: * Being self-aware- The ability to recognize a feeling as it is happening is fundamental to EL If we are unable to notice our emotions, we can be overwhelmed and also flounder at the mercy of these strong feelings, * Managing emotions-This rests upon self-awareness;once aware, we need to handle our emotions. The goal is to 'balance' the emotions, i.e,, neither emotional suppression nor emotional excess. It is a continuous exercise and those who can handle emotions can fate life's upsets better and far more quickly than those who do not. * Having self-motivation-Underlyingtheaccomplishment of any sort of goaf is the ability to marshal our emotions in pursuit of that end. For creative tasks, focus and mastery (learning to delay gratification and stifleinappropriatedesires} are important skills, and emotional control is essential. * Recognizing the emotions of others- People' skills are based on a capacity for empathy and the ability to stay tuned to the emotions of others. Empathy kindles altruism and Ires at the basis of professions that deal with caring for others, such as teaching, management, and the healing arts. * Handling relationship-Interpersonal effectiveness Is dependent on our ability to manage theemotionsof others.Brilliant projects and Innovative Insights are often never realized because of a lack of social competence and leadership skills
Attributes of an Emotionally Intelligent Administrator An emotionally intelligent administrator will possess the ability to- • Handle conflicts constructively • De-personalize from the angers of others • Deal with uncertainty and change • Identify and abide by core values and beliefs that shape the choices you make • Understand and empathize with positions different from others • To enroll people into his/ her vision • Manage difficult/ unreasonable persons in all situations Relevanceof EmotionalIntelligenceintheCurrent Environment of Civil Services Civil services today work in an environment that is beset with numerous problems, challenges, and even contradictions such as- • Fast changing social structure and values. • Increasing regional, economic and digital divide, rising population and unemployment, • Inadequacy of basic necessities like housing and drinking water and infrastructure and so on. • Increased awareness of the masses as well as existence of significant number of voiceless and marginalized poor. • Widespread application of information technology which has helped the government on one hand,but has also put pressure on the government to "appear to be performing and in control of things*. • The ?3rd and 74th Constitutional Amendments have led to decentralization of decision making and created a new class of politicians over the civil services.
 * There is an all pervasive demand for improved governance. A paradigm ‘shift has occurred in the idea of governance, of what governments should do and also how they should govern. On one hand, governments are expected to move out of many areas, and on the other hand they are expected to perform multiple roles. * There is,however,a consensus that government shouid perform better,be more responsive andtransparent, andenhance scope for participation of people and civil society. * Issues get politicized easily and quickly, * There is anall pervasive and increased cynicism and contempt of politics and administration. * Inner dissent and conflicts over policies, programmes and implementation thereof are more open and sharper. * There is an increased tendency on part of the people to resort to agitation and aggression. The common man is no longer satisfied easily. Even a small instance can provoke people to indulge in harmful and destructive activities. Increase in the number of frustrated and disgruntled people has only added fuel to the fire. * The administration itself is beset with many problems- political pressures,rampant corruption, obsolete and outdated methods, procedures and laws, Jack of avenues for growth, over- centralizaiton, self aggrandizement and so on. Thus the work environment of the civil services is much more complex,demandingand evenhostileat times.Andgiven its present state, it is in no position to handle and tackle the problems in the old ways. Even the well intending civil servants cannot do much because all their energies are exhausted in sheer survival. Herein lies the roJe of Emotional Intelligence, The emotionally intelligent civil services can achieve a lot if they are professionally competent and positive in their approach.

How can Emotional Intelligence Help Civil Services?Emotional Intelligence (El) car help in three ways at the workplace- * To achieve amicable work environment * Improvement in the behavior and performance of individual workers * Improvement in organizational performance Numerous organizations in public and private sectors have used El and reported positive results. To name a few- US Air Force, US Navy, johnson and Johnson, Motorola and so on. In India, HPCL has used El to create an environment that fosters emotionally intelligent leadership. As an initial measure it has trained frontline leaders and provided them with opportunities to put El into practice. Specifically, the awareness and the application of El helps in the following manner- * Greater interpersonal skills (crucial for good citizen centric administration) * Increased capacity to bandle- Changes in work Pressures and stress M Conflicts * Ability to see the Jong term effects of one's actions/ attitudes * Increased levels of commitment, trustworthiness and conscientiousness * Being able to see things in a holistic manner * Beingabie to bounceback from setbacksand maintain optimism * Finding healthy ways to handle negative/ extreme feelings.

 • Having greater motivation- achievement drive, initiative, persistence, motivating others as well • Better ability to communicate • Enhanced groupdynamics in termsof cooperation,collaboration and building bonds • Enhanced leadership traits, including the knowledge about when and how to lead, when to follow • Ability to use win-win mode] for negotiations • Ability to appreciate diversity and value for others • Ability to perform multiple tasks due to better time and information management • Greater focus • Aware of but minimally concerned with and affected by office politics • Not prone to aggression • Ability to be a change catalyst
Emotional Quotient Emotional quotient {EQ), also called emotional intelligence quotient, i& a measurement of a person's ability to monitor his or her emotions, to cope with pressures and demands, and to control his or her thoughts andactions.The ability to assess and affect situations and relationships with other people also plays a rale in emotional intelligence. This measurement is intended to be a tool that is similar to intelligence quotient (EQ), which is a measurement of a person's intellect
Importance of EQ EQ is an indicator of the accomplishment in the formation, maintenance and enrichment of both personal and professional relationships which manifests through the following aspects of an individual. Physical Health; The ability to take care of our bodies and especially to manage our stress, which has an incredible impact on our overall wellness, is heavily tied to our emotional intelligence. Only by being aware of our emotional state and our reactions to stress in our lives can we hope to manage stress and maintain good health. Menial Well-Being: Emotional intelIigence affects our attitude and outlook on life. It can also help to alleviate anxiety and avoid depressionand mood swings. A high level of emotional intelligence directly correlates to a positive attitude and happier outlook on life. It results in the the ability to stay calm in stressful situations and helps deal with the negative emotions. In order to change the way one feels about a situation, one must first change the way one thinks about it. Relationships; EQ reflects the ability to read others cues, to accurately perceive and understand others emotional, physical and verbal expressions. By Letter understanding and managing our emotions, we are better able to communicate our feelings in a more constructive way. We are also better able to understand and relate to those with whom we are in relationships. Understanding the needs, feelings, and responses of those we care about leads to stronger and more fueling relationships. Conflict Resolution: When we can discern people's emotions and empathize with their perspective, it's much easier to resolve conflicts or possiblyavoid them before they start. We are also better at negotiation due to the very nature of our ability to understand the needs and desires of others. It's easier to give people what they want if we can perceive what it is. Success: Higher emotional intelligence helps us to be stronger internal motivators, which can reduce procrastination, increase self-confidence, and improve our ability to focus on a goal. It also
allows us to create better networks of support, overcome setbacks, and persevere with a more resilient outlook. Our ability to delay gratification and see the Jong-ierm directly affects our ability to succeed. Leadership: The ability to understand what motivates others, relate in a positive manner,and to build stronger bonds with others in the workplace inevitably makes those with higher emotional intelligence better leaders. An effective leader can recognize what the needs of his people arer so that those needs can be met in a way that encourages higherperformanceand workplace satisfaction. An emotionally savvy and intelligent leader is also able to build stronger teams by strategically utilizing the emotional diversity of their team members to benefit the team as a whole,
El and EQ in the Work Place The workplace is about people and relationships, and an employee with a high EQ as opposed to only a high IQ should be seen as a valuable asset. Coleman made strong claims about the contribution of emotional intelligence to individual success, and specifically to success in the workplace, He identified intellectual intelligence as contributing 20 per cent towards life success and intimated that the remaining 80 per cent may be attributable to emotional Inteliigence. Examples of using Emotional Quotient (EQ) at work place include the following* • Recruitment- EQ measurement is Invaluable in selecting and recruiting desirable and high-performance workers. • Predicting Performance- Some organisations are blending IQ testing with scientific measurement of EQ to predict job performance and direct workers to jobs where they are most likely to succeed. • Negotiation- Whether you're dealing with a trading partner, competitor, customer or colleague, being able to empathize and be creative m finding win-win solutions will consistently pay off. * Performance Management- 36CKiegree feedback is a common tool for assessing EQ, Knowing how your self-perception compares with others' views about your performance provides focus for career development andpositivebehaviouralchanges. • Peer Relationships- Good networking skills are a .staple of job effectiveness for the average worker. Networking has too often been associated with "using" other people, but a heightened EQ ensures a mutually beneficial approach to others, A balanced EQ among employees build conducive work relationship with colleagues and managers. Employees tend to perceive challenges optimistically, as an opportunity for betterment rather than a threat of impediment. For example, an employee with higher EQ understands that her/his manager s decision is not only her/his own opinion rather a reflection of the shared view of the entire organization. Managers understand the non verbal cues of the subordinate. Their feelings are combination of reason, logic and reality, in this environment employee intrinsically motivated to their work, they assume accountability of their mistakes, instead of "finger-pointing" or "passing the buck" or others.