Explains the meaning of emotional intelligence,its need for a public servant and the varios steps he should take to create a congenial working environment for the subordinates

1. Shahid Hussain Raja
Independent Consultant-Public Policy
www.sanoconsultants.co.uk

2.  Introduction
 What is Emotional Intelligence
 Need and Importance
 Issues
 Ways and Means
 Conclusion

3.  Emotions have been the stuff of all great literature all over the
world throughout the history
 Its formal induction as a leadership skill and management tool
was done in 1980s.
 Perfected by Dr Goleman ,now no course on management, pubic
or private, is without a chapter on emotional intelligence
 Essential skill for better service delivery as well as self
actualization,
 As important as the Intelligence ;do not be branded as highly
efficient but emotionally unstable

4. “The ability to monitor one‟s own and other‟s
feelings and emotions, to discriminate among
them and to use this information to guide one‟
thinking and actions “
Salovey an Mayer(1990)
“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”
Dr Goleman(1998)

5. Intra-personal Intelligence
“Being intelligent in identifying our own thoughts ad
feelings(self awareness)and being effective at dealing with those
thoughts and feelings(self management)
Inter-personal Intelligence
“Being intelligent in identifying the thoughts and feelings of
others and between others(others awareness)and being effective I
how we tailor our actions to work with others most appropriately
(relationship management)
Palethorpe(2006)

6.  Identifying Emotions-becoming aware of
emotions, your own as well as of others

 Understanding Emotions-finding out the
reasons for the emotions
 Managing Emotions-Keep calm and work
hard
 Using Emotions-match them to the task

7.  Responsible-recognizing and managing our
emotions and making responsible decisions
 Respectful-developing caring and concern for
others and establishing positive relationships
 Reliable-handling challenging situations
constructively and ethically

8.  For achieving your own objective of self
actualization, the main driving force of your
joining the public service
 Improving working environment to ensue that
everyone is at peace with himself and at
peace with others
 To motivate others for achieving
organizational goals as well as their own

9.  It is genetically inherited, can‟t be learnt
 It means being nice but ineffective
 It allows free licence for emotional outbursts
 Females are emotional, men are rational
 Using emotions for achieving organizational
objectives is emotional blackmailing

10.  Look for Symptoms
 Find the causes
 Improve working conditions
 Excel in job
 Manage the change scientifically
 Use Incentives and rewards
 Be transparent in service matters
 Improve communications
 Provide Individual counselling

11.  Poor service delivery/slipping of targets
 Complaints from public about bad public dealing
 Quarrelsome attitude of majority of employees
 Increased absenteeism
 Lack of team work
 Shirking of responsibility

12.  Sheer bureaucratic setup is devoid of emotions
 Poor working conditions- space, support, staff
 Repeated/sudden changes
 Job security/terms and conditions
 Unreasonable boss

13.  proper space utilization
 provision of equipment
 support staff through rearrangement
 negative emotions to be eliminated/reduced
 positive to be promoted

14.  Your professional competency is the most essential skill
 Legal/regulatory framework-master them
 Facts and figures-on your finger tips
 Strengths and weaknesses-of organization/employees
 Opportunities and threats-look for them
 Challenges and responses-prepare in consultation
 Vision and mission-never lose sight of the end goal

15.  Everyone avoids change as it creates stresses and strains.
 Recognize the change- what is bothering them ? institutional
restructuring ? political philosophy of the new regime ?
 Amend vision/mission statements ,revise legal/regulatory framework
according to new imperatives
 Change the work environment
 Patronise the champions, mollify the losers
 Build capacity-new rules and roles
 Improve communication-internal and external
 Review and adapt

16.  Proper recognition and reward for something done better
than others goes a long way in creating positive attitude
towards work
 use non-monetary incentives if you are unable to reward
someone with monetary rewards
 public appreciation of good work is one such good way to
do so
 Others are preferential treatment in awarding leave,
training opportunities, travel abroad etc
 Counselling in private and punishing someone
immediately for negligence is as essential as rewarding
someone for good work

17.  Application of merit principle in work
environment and service matters
 Explain your award and punishment policy
and guidelines
 Awarding someone for better performance
must be explained in meeting
 Incentivizes others and boosts the morale of
the one awarded

18.  Know what are your emotional take on the task or the
work environment
 Talk about it and let others talk but substitute negative
words with positive words i.e. „challenge‟ instead of
„problem‟
 Give vent to your feelings about a situation honestly and
let others do so for improving the situation
 Do express your resentment if unavoidable but do not
burst in public
 Emotions are contagious-smiling faces cheer up everyone.
Pay compliment a day to one person at least
 .

19.  Find out who is the source of trouble
 Give him sound advice in private
 Or by professional if needed
 Do not let him to vitiate the environment
 Give him break if he is seriously unstable
 Emotional instability is a disease like any other
sickness

20.  Emotions are double-edged weapon-if handled
properly, your subordinates can do wonders.
Mishandle them and you are doomed
 You wear many hats of Edward de Bono-use the
hat of emotional intelligence (red) for effective
leadership
 Or like the different clubs of the golf kit-do not
use the striker when putting !