Emotional intelligence (EQ) is the ability to use emotions effectively. Since the

publication of the initial research in 1990, innovative organizations have begun testing

how to integrate EQ into training and hiring to gain competitive advantage. It is

becoming increasingly clear that these skills are the foundation of high-performing

organizations.

A range of implementation strategies have been used, primarily in selection and training.

While the competencies are learnable, best-practices are just beginning to emerge. Some

of the EQ applications in business that have increased revenues are:

·          increased sales performance through recruiting and training more emotionally intelligent salespeople.

·          improved customer service through recruiting higher EQ customer service reps.

·         superior leadership performance by developing and recruiting for executive EQ.

 

Companies have demonstrated that using EQ in training and organizational climate

change can reduce costs associated with turnover, absenteeism, and low performance.

Research has provided clear evidence that emotionally intelligent leaders are more

successful. Daniel Goleman, author of the best-selling book Emotional Intelligence,

estimated that 90% of the difference between a “good leader” and an “excellent leader”

can be attributed to EQ. At PepsiCo, for example, executives selected for EQ

competencies far outperformed their colleagues.

Organizations that have a climate where employees feel a strong sense of relationship

(i.e. are emotionally engaged) have significantly higher profitability, and emotional intelligence is the competative advantage.