Emotional Intelligence

Definition

Emotional intelligence is a set of five capabilities that enable leaders to manage themselves and their relationships effectively. Unlike IQ and technical skills—which are entry-level requirements—emotional intelligence is twice as important as these factors in predicting leadership success. It comprises self-awareness (knowing one's emotions, drives, and impact on others), self-regulation (managing disruptive impulses), intrinsic motivation (relishing achievement), empathy (understanding others' emotional makeup), and social skill (building rapport and moving people toward shared goals).

In the Book

Goleman's research analyzed competency models from 188 large global corporations to identify which personal capabilities drove outstanding performance. He found emotional intelligence played an increasingly important role at senior levels, where technical skill differences are negligible. His data showed that when senior managers had a critical mass of EI capabilities, their divisions outperformed yearly earnings goals by 20%.

The book illustrates each component through real examples. Self-awareness appears when a manager recognizes that tight deadlines bring out the worst in him, so he plans work in advance. Self-regulation shows when a team leader resists screaming after a botched presentation, instead considering reasons for failure and exploring solutions with the team. Empathy emerges when a cross-cultural consultant reads a Japanese client's body language and senses interest (not rejection) in the silence following a pitch. Social skill manifests when an executive builds a de facto team across organizational boundaries to create a corporate web site, with no budget or formal authority.

Goleman emphasizes that emotional intelligence can be learned—not through seminars or manuals, but through motivation, extended practice, and feedback directed at the limbic system (which governs emotional learning). One Wall Street executive improved his empathy by hiring a coach to shadow him, getting his family's feedback, watching other executives, and practicing listening in one-on-one interactions over several months.

Why It Matters

Emotional intelligence reveals why charisma, IQ, and technical brilliance are insufficient. It shows what actually translates good people into leaders who retain talent, build trust, and produce results under complex conditions. For any domain where people must be motivated through turbulent change, where relationships are currency, or where understanding unspoken dynamics matters—emotional intelligence becomes a learnable, measurable foundation rather than a vague "soft skill."