ORGANISATIONAL BEHAVIOUR

Palmer , B , Walls , M , Burgess , Z Stough , C . 2000 "Emotional intelligence and effective leadership , Leadership Organization Development Journal , vol . 22 , no . 1 , pp . 5-10

This examines the link between emotional intelligence and leadership effectiveness in the managerial environment . According to the authors , emotional intelligence has long been viewed as a key factor in effective leadership . However , there is a dearth in empirical research that supports and substantiates these observations . The authors hypothesized that effective leaders were those who possess transformational leadership styles rather than transactional styles , and that that those

with the transformational style would score higher in emotional intelligence ratings than the other group

The authors tried to show the aforementioned relationship by administering the Modified Trait Meta Mood Scale to a group of people holding various levels of managerial positions . The results did not show a significant correlation between the emotional intelligence of transformational and transactional leadership ratings , however , a significant correlation was found between emotional intelligence and some selected components of transformational leadership , affirming the authors ' initial conjecture that emotional intelligence is a key factor in effective leadership . The authors recommend that future research delve into a wider range of emotional intelligence abilities

The study 's key strength is that it provides "preliminary evidence " on the relationship between emotional intelligence and effective leadership , an area that has not been deeply explored in organizational research . However , that relationship may be better analyzed using other measures of emotional intelligence (those not used in this study particularly in the area of leadership performance . Just like this article , the next one digs into the emotional intelligence-leadership link but it explores it from a theoretical standpoint and it uses other measures for determining the level of emotional intelligence

Higgs , M Aitken ,

. 2003 "An exploration of the relationship between emotional intelligence and leadership potential , Journal of Managerial Psychology , vol . 18 , no . 8 , pp . 814-823

According to the authors , while most past studies tried to prove the correlation between emotional intelligence and leadership , there is a deficiency in findings that show "consistent correlation " between these two constructs . The authors therefore focused on proving the extent of this relationship , specifically , that between emotional intelligence and leadership potential , through a study involving "relationships between development center potential ratings " and "self-assessments ratings " of senior managers

It is the authors ' conjecture that leadership potential can be measured with a "high level of validity " and that there is a clear link between emotional intelligence and leadership ability . This study aims to establish that a person 's emotional intelligence is a reliable means of predicting one 's leadership potential , as well as determining the extent that emotional intelligence can predict one 's leadership potential . The authors were able to successfully prove these hypotheses

The study 's key strength is that it was able to provide new evidence to further support the emotional intelligence-leadership relationship . It also used new leadership measures that were not looked into in past studies , and this paved the way for a better understanding of those methods . However , the sample size was fairly limited so the accuracy of the results are suspect to speculation . The authors themselves recognize this limitation and recommend a larger and more diverse sample size in future studies . The next article (which was actually cited in this current study ) details how emotional intelligence can be reliably measured

Dulewicz , V Higgs , M . 1999 "Can emotional intelligence be measured and developed , Leadership Organization Development Journal , vol . 20 no . 5 , pp . 242-253

In this article , the authors maintain that the significance of emotional intelligence in personal development is strong . The authors tried to construct a measure of this construct 's validity using a pilot test with the following elements (sub-scales ) making up the questionnaire self-awareness , influence , decisive , interpersonal sensitivity motivation , integrity and resilience . They were trying to prove that emotional intelligence can be "validly measured " using these measures

Using the aforementioned measurement of emotional intelligence , the authors were able to affirm its value for personal development Furthermore , they were able to establish that an individual 's experience is fundamental to cognitive abilities (or the concept of multiple intelligences , as are the environmental factors that cause these abilities to grow . In the context of an organization , such abilities may be neglected or even 'punished ' potentially resulting in low morale underperformance , and even the loss of employees

The article 's main strength is that it was able to establish emotional intelligence as a predictor of advancement , as well as be the one of the first to substantiate the likely a relationship between emotional intelligence and leadership skills . The authors suggest that more research should be done with regards to the "interaction of individuals and organizational cultures . With emotional intelligence in mind , an individual 's experience inside an organization 's culture is quite complex , and further understanding is needed . The next article on the other hand , zeroes in on a more specific application of emotional intelligence measures , namely , in assessing the impact of emotional intelligence on customer satisfaction

Kembach , S Schutte , N . S . 2005 "The impact of service provider emotional intelligence on customer satisfaction , Journal of Services Marketing , vol . 19 , no . 7 , pp . 438-444

This study 's main premise is that the higher the level of emotional intelligence demonstrated by service providers , the higher would be the overall customer satisfaction . The authors also hypothesized that the emotional intelligence of the service provider is more important when dealing with difficult transactions than with easier ones . They also predicted that service providers with high emotional intelligence would have most impact on customers who also have high emotional intelligence

The overall findings support the premise that a higher emotional intelligence translates to higher customer satisfaction . However , it was found out that a higher emotional intelligence does not significantly impact difficult transactions . In simple transactions , the level of satisfaction increases with every increase in the level of emotional intelligence displayed . But in difficult transactions , there was no significant difference in satisfaction when the service provider showed either medium or high levels of emotional intelligence . The authors also did not find any significant interaction between the provider 's emotional intelligence and that of the client

The study 's key strength is that it provides comprehensive analysis of the impact of emotional intelligence on customer satisfaction using a large sample and a fairly adequate range of measures . However limitations in the study 's experimental design (participants were asked to view video clips of service providers displaying various levels of emotional intelligence , rather than engage in actual transactions ) may have limited the "external generizability " of the results . The authors suggest that further study can be made regarding the impact of systematic emotional intelligence on customers in real settings , as well as in the specific impact of various aspects of emotional intelligence on different population groups

List of References

Dulewicz , V Higgs , M . 1999 "Can emotional intelligence be measured and developed , Leadership Organization Development Journal , vol . 20 no . 5 , pp . 242-253

Higgs , M Aitken ,

. 2003 "An exploration of the relationship between emotional intelligence and leadership potential , Journal of Managerial Psychology , vol . 18 , no . 8 , pp . 814-823

Kembach , S Schutte , N . S . 2005 "The impact of service provider emotional intelligence on customer satisfaction , Journal of Services Marketing , vol . 19 , no . 7 , pp . 438-444

Palmer , B , Walls , M , Burgess , Z Stough , C . 2000 "Emotional intelligence and effective leadership , Leadership Organization Development Journal , vol . 22 , no . 1 , pp . 5-10 ...