How will you apply emotional intelligence in administrative practices?

Question

Ghissu Editorial · Accepted Answer

An administrator applies emotional intelligence by checking personal bias and staying calm under pressure, then using empathy, social awareness and negotiation with citizens, staff and stakeholders. Odisha's evacuation of nearly a million people before Cyclone Phailin in 2013 shows social awareness at work.

**Introduction**

Administration is decided as much in grievance hearings and relief camps as in files. I would apply emotional intelligence (EI), Goleman's ability to recognise and manage one's own and others' emotions, first to myself and then to citizens, staff and stakeholders.

**Applying EI to Managing Myself as an Officer**

SKETCH: matrix | Goleman's Four EI Domains
cols: Self | Others
rows: Recognise | Regulate
tl: Self-awareness
tr: Social awareness
bl: Self-management
br: Relationship management

1. **Checking my own bias**: I would ask whether irritation, sympathy or a superior's wish is steering a decision, and record reasons.
2. **Calm under pressure**: In a law-and-order flare-up, a pause before responding prevents the **emotional hijack** that turns a crowd hostile.
3. **Resilience in crises**: In a flood or epidemic, I would acknowledge my team's fear, share accurate information and rotate duties to sustain morale.
4. **Inner motivation**: Through transfers and thankless work, I would anchor myself in *nishkama karma*, duty done well with credit left behind.

**Applying EI with Citizens, Teams and Stakeholders**

1. **Empathetic grievance redress**: Listening fully and explaining even a refusal builds trust, as Prasanth Nair's Compassionate Kozhikode (2015) showed.
2. **Reading the public mood**: Odisha moved nearly a million people before Cyclone Phailin (2013) by working through trusted local voices.
3. **Leading the team**: Recognising good work and correcting mistakes privately motivate frontline staff more than fear.
4. **Negotiating conflicts**: In land or protest disputes, separating people from positions yields lawful solutions that save face for all.

**Conclusion**

Applied this way, emotional intelligence turns authority into trust: a calm officer decides soundly and an empathetic one makes decisions acceptable. Grounded in integrity, it delivers the citizen-centric administration that Mission Karmayogi envisages.

How will you apply emotional intelligence in administrative practices?

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