The cornerstone of successful service delivery, emotional intelligence (EI) is the ability to identify, understand and manage one’s own emotions – as well as the emotions of others. Comprising five components – self-awareness, self-regulation, internal motivation, empathy and social skill – EI is one of the most important skills employers will seek by 2022, according to a World Economic Forum report.
“Emotional intelligence is a core skill. It’s not a nice to have, it’s a have to have,” says Michele Nevarez, CEO of Goleman EI. “Up until this point, society has really placed the predominance of its focus on technical training, development of specific skills and IQ, but the truth of the matter is the differentiator, most certainly, is emotional intelligence.”