Peter Salovey and John D. Mayer were the original researchers who conceived the idea of ‘Emotional Intelligence’ around 1990 describing it as “a form of social intelligence that involves the ability to monitor one’s own and others’ feelings and emotions, to discriminate among them, and to use this information to guide one’s thinking and action”.

Daniel Goleman who was a science writer for the New York Times quickly seized on the work of Salovey and Mayer becoming perhaps the best known published author in the field of applying Emotional Intelligence in business and personal development.

Emotions influence our decisions, behaviour and performance both in productive and unproductive ways. Think of a time when you experienced an emotion – say for example, joy. Perhaps you had a great weekend, or accomplished a difficult task at work. How did this emotion impact your mood, your energy levels, and the conversations you had with friends or co-workers? Now think of a different example – say, for example, anger. Perhaps a co-worker said something that ‘rubbed you up the wrong way’ or you thought that a friend betrayed a confidence. How did this emotion impact your mood and your behaviours? Perhaps you sent an angry e-mail, or said something in the heat of the moment that you regretted later.

Emotional Intelligence (EI) is a set of skills that help us identify and respond to emotions within ourselves and others. These skills are as important as your intellect (IQ) in determining success in work and in life. Everyone, no matter what job function, has interactions with other people. Your ability to understand your emotions, to be aware of them and how they impact the way you behave and relate to others, will improve your ‘people’ skills and help you ultimately be more successful.

How you apply Emotional Intelligence to daily decisions and choices in the workplace is what makes the difference.

In the workplace, emotional intelligence underlies our self-awareness, empathy, leadership and resilience. In our world of ‘do more with less’, where continuous change is the norm and effective collaboration is essential, these skills are fundamental to our success. People who have been through our programs feel better at work, facilitate more productive work environments, and better lead and engage others.

At we use emotional intelligence awareness and training to improve customer engagement. The results are powerful and once you get started it will become part of your daily practice.
Collated by – Dave Upson, Managing Director,