0Emotional Intelligence (EI)
Emotional Intelligence (EI) refers to the ability of an individual to recognize, understand, manage, and utilize emotions—both one’s own and those of others—in a constructive manner. It was popularized by Daniel Goleman, who argued that EI is often a stronger predictor of success than IQ. In public administration, EI is crucial for ethical decision-making, leadership, conflict resolution, and effective governance.
Meaning and Concept
Emotional intelligence involves a set of skills that enable individuals to deal effectively with emotional challenges. In governance, civil servants face situations that demand empathy, calmness, and emotional balance—qualities strengthened by EI. The Second Administrative Reforms Commission (ARC) recognizes EI as essential for improving administrative responsiveness and people-centric governance.
EI goes beyond emotions; it integrates rational thinking with emotional awareness. A civil servant with EI is better able to understand the needs of the public, work efficiently in teams, avoid impulsive decisions, and maintain integrity under pressure.
Key Components of Emotional Intelligence (Goleman’s Model)
1. Self-Awareness
•Recognizing one’s own emotions, strengths, weaknesses, and triggers.
•Helps officers avoid bias, emotional outbursts, and unethical behaviour.
•Example: During crisis management, a self-aware officer can acknowledge stress and avoid rash decisions.
2. Self-Regulation
•Ability to control or redirect disruptive emotions and impulses.
•Encourages adaptability, patience, and calm decision-making.
•Example: A district magistrate facing public anger must maintain composure and act lawfully.
3. Motivation
•Inner drive to achieve goals with persistence and optimism.
•Helps public servants remain committed to public welfare, even in adverse conditions.
•Example: Working on long-term social sector projects despite bureaucratic hurdles.
4. Empathy
•Understanding others’ feelings and perspectives.
•Foundation of citizen-centric administration and inclusive governance.
•Example: During disaster relief, empathy helps officers provide support sensitively, especially to vulnerable groups.
5. Social Skills
•Effective communication, collaboration, negotiation, and conflict resolution.
•Essential for harmonious working relationships and team leadership.
•Example: Managing inter-departmental coordination for service delivery.
Why Emotional Intelligence Matters for Civil Servants
1. Enhances Ethical Decision-Making
EI reduces the influence of negative emotions—anger, bias, fear—on decisions.
Empathy encourages fairness, compassion, and justice while dealing with citizens.
2. Improves Leadership
Successful administrators lead diverse teams. EI helps inspire, motivate, and build trust. Leaders with high EI handle crises calmly and maintain morale.
3. Strengthens Public Service Delivery
A civil servant interacts with people of varied backgrounds. EI ensures patience, effective communication, and citizen-friendly behaviour, reducing grievances and improving satisfaction.
4. Conflict Resolution
Public administration involves conflicts—between citizens, within teams, or between political and administrative authorities.
EI allows for negotiation, mediation, and balanced judgment.
5. Stress Management in Bureaucratic Environment
Officers often face extreme pressure—political interference, public expectations, and emergencies.
EI helps maintain mental well-being and reduces burnout.
Emotional Intelligence in Governance and Policy-Making
•ARC (Second Report) recommended training officials in emotional intelligence to improve public service.
•Policing and sensitivity training include EI to improve community trust.
•Disaster management, where emotional sensitivity is crucial for handling victims.
•Public health and social welfare programs require empathy to reach vulnerable groups.
Developing Emotional Intelligence
1.Mindfulness and self-reflection
– Helps officers understand their emotional patterns.
2.Feedback from peers and superiors
– Improves interpersonal skills and self-awareness.
3.Empathy-building exercises
– Exposure to diverse communities enhances sensitivity.
4.Communication training
– Encourages active listening and conflict resolution.
5.Stress-reduction practices
– Yoga, meditation, journaling improve self-regulation.
Challenges in Applying EI
•Cultural and personal differences may affect perception of emotions.
•High-pressure environments sometimes override emotional sensitivity.
•Lack of formal EI training in bureaucracy.
•Excessive empathy may lead to emotional exhaustion if not balanced by objectivity.
Conclusion
Emotional intelligence is essential for ethical and effective public administration. It complements logical reasoning and enhances leadership, empathy, decision-making, and citizen-centric service delivery. For future civil servants, cultivating EI is not merely desirable—it is indispensable for responsive, transparent, and humane governance.
