Emotional Intelligence and Leadership: A Case Study in the Service Industry

Emotional Intelligence

Humans with strong emotional intelligence are assertive (Hammada and Al-Shahrani, 2020) and can channel their feelings between both positive (politeness, empathy and compassion) and negative (hostility, anger and conflicts) climates. These individuals are ideally trained and equipped mentally to be flexible in changing their approaches for the situation at hand, without being perceived as being too negative or unfriendly. Such characteristics are not only confined to an office environment (Drigas, Papoutsi and Skianis, 2023), but are applicable to any situation that requires an interpersonal connection. If an individual feels emotionally laboured or can feel that relationships are not proceeding healthily then this reflects as their emotional health is ideal. Similarly, Luedi (2022) highlighted to the fact that emotions are intense and can occasionally be problematic in the work environment. Emotional intelligence is a valuable tool for assessing the effectiveness of an employee (Buja, Qerimi and Behluli, 2022). This contributes to the organization's credibility and performance outcomes. In order to function optimally and achieve the desired objectives, individuals who are motivated, can inspire others to perform at their optimum. Lee et al., (2022) agreed that emotional intelligence is required for effective performance.