ABSTRACT
The concept of emotional intelligence (EI) speaks to many business issues that managers/executives and practitioners/consultants face every day. Some issues are common across organizations, industries, and cultures; for example, How do I get my direct reports motivated around an initiative? How can I competitively reduce turnover? How can I be a more effective leader? What makes our top performers excel and how are they different from poor or average performers? How can we improve customer service and loyalty? How can we prepare our managers for future leadership roles? Although these issues are quite broad, their universal relevance to many business contexts may explain why emotional intelligence makes such intuitive sense to those in the business world. Emotional intelligence, applied to the workplace, is not a cure-all but rather a convenient way to conceptualize the dynamic impact of emotion on behavior and how understanding and managing emotion in the workplace can help address the previously mentioned issues and problems.
