Chapter 3

Emotional intelligence

Emotional intelligence is the ability to monitor your own and other people’s emotions. This helps you to discriminate between different emotions and label them appropriately, which in turn helps you to guide your thinking and behaviour and increase your personal effectiveness.

When to use it

  • To help you do your job as a manager or a leader of others.
  • To decide who to hire or promote.
  • To assess and improve the quality of leadership across an organisation.


The concept of emotional intelligence has been around for many decades. Its origins lie with research done by Edward Thorndike in the 1930s, who came up with the notion of ‘social intelligence’, or the ability to get along with others. In the 1970s ...

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