Define the term 'emotional intelligence'.

Mark scheme

Marking points from the official mark scheme (May/June 2017). The mark or mark type is shown in brackets.

1. [2] The ability of managers to understand their own feelings or emotions and those of the people they work with.
2. [1.5] self-awareness – ability to recognise and understand personal emotions and their effect on others – having a realistic self confidence in personal abilities.
3. [1.5] self-management – ability to control own emotions, impulses – recover quickly from stress – being trustworthy and conscientious, show initiative and self-control.
4. [1.5] social awareness – having empathy, sensing what others are feeling – take views of others into account, establish relations with a wide range of different people.
5. [1.5] social skills - proficiency in building relationships and networks - ability to find common ground, build rapport - effective in leading change, building and leading teams – being persuasive and understanding