Emotional intelligence (EI) refers to an assortment of non cognitive skills, capabilities, and competencies that influence a person’s ability to succeed in coping with environmental demands and pressures (Robbins).
EI is the ability to monitor your own and others emotions, to discriminate among them and to use the information to guide your thinking and actions (Mc Shane & Von Glinow).
EI differs from emotional labour because the latter is a job requirement (the demand to smile, express enthusiasm, etc.) while the former is regarded as a personality trait. A person with low EI may control his emotions because of a request from a manager (thus engaging in emotional labour), but might otherwise not do so.
Several studies suggest EI may play an important role in job performance. For instance, one study looked at the characteristics of Bell Labs engineers who were rated as stars by their peers. The scientists concluded that stars were better at relating to others. That is, it was EI, not academic IQ that characterized high performers.
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