7.3.3—Emotional intelligence

Emotional intelligence is the ability to recognise, understand and manage one’s own emotions while responding effectively to others. It can support communication, empathy and conflict handling.

It is useful when work requires trust and cooperation, but it does not replace technical competence, clear objectives or fair systems.

A manager who notices rising frustration can pause, ask what is blocking progress and adapt the conversation rather than react defensively.

Emotional intelligence is not people-pleasing or mind-reading; claims should be grounded in observable behaviour and outcomes.