There exists a wide range of literature on the theory of emotional intelligence within an organization, with the most popular model being the Bar-On, written by Bar-On in 1988. According to the Bar-On model, emotional intelligence consists of interrelated emotional and social competencies, skills and facilitators that determine how well we understand and express ourselves, others, relate with them, and cope with daily demands, challenges and pressures. Other models of emotional intelligence include the ability-based model, the trait model and mixed models of emotional intelligence. There has been a description of several intelligences in the past including analytical, bodily-kinesthetic, creative, emotional, interpersonal, intrapersonal and mathematical, among others.
These intelligences are described in the theories of multiple intelligences. In the 1900’s scientists disputed the notion that intelligences were strictly related to cognitive functions such as memory, learning and problem solving. Thorndike descried a type of intelligence related to managing and understanding others. David Wechsler, in 1940, developed the concept of no-cognitive intelligence, arguing that there could be no full definition of intelligence until we were able to fully define those aspects related to traditionally measured cognitive skills. Howard Gardner, in his publication argued that people have more than one type of intelligence, which are cognitive in nature, but cannot be defined by current models such as standard Intelligent Quotient tests. Wayne Payne coined the term emotional intelligence in his doctoral thesis.
Consideration of emotional intelligence during the hiring process affects the performance of an organization. An example of emotional intelligence in its practical aspect in an organization is evident in the example where a receptionist is in charge of several clients and is the first contact person. The receptionist is kind and listens to questions and requests by clients and replies adequately, asking if the clients are content. The receptionist is polite and keeps a meticulous record of clients, their contacts, demands and dates of appointment. There is no confusion and customer satisfaction is achieved by the organization. The organization therefore retains its clientele, attracts more and makes good returns.
Furnham, A. (2012). Emotional Intelligence. University College, London.