Emotional Intelligence is defined as the ability to understand, interpret, control, express one's own feelings, and connect with others' feelings (Salovey & Mayer, 1990). In a workplace environment, it helps individuals manage their emotions while dealing with conflicts, thus contributing towards effective management of operational stress. Relational conflict refers to the disagreements between individuals, which can cause interpersonal issues that affect productivity and performance at work. Understanding Emotional Intelligence and how it plays a role in managing relational conflict under operational stress requires an understanding of its dimensions such as self-awareness, self-management, social awareness, and relationship management (Goleman, 2006). Self-awareness involves knowing oneself and understanding how to regulate one's emotions, whereas self-management focuses on controlling one's reactions to difficult situations and maintaining composure. Social awareness pertains to empathizing with others and understanding their perspectives, while relationship management entails building healthy relationships and resolving conflicts effectively.
Effective communication skills are critical when handling relational conflict. Communication involves listening actively, clarifying information, providing feedback, and expressing emotions appropriately. Individuals with high Emotional Intelligence tend to be better listeners who can identify underlying issues causing the conflict. They also possess good nonverbal communication skills, enabling them to read body language and facial expressions, leading to more productive conversations.
They are able to control their emotions during confrontations, preventing outbursts or aggressiveness, which could escalate the situation. When addressing conflict resolution, Emotionally Intelligent individuals take responsibility for their part in the dispute, listen attentively to all sides without interrupting, and seek solutions collaboratively. This approach helps reduce tension and maintain positive working relations between colleagues.
What role does emotional intelligence play in managing relational conflict under operational stress?
Emotional intelligence refers to one's ability to understand and effectively manage their own emotions as well as those of others. When faced with operational stress, such as high workloads or tight deadlines, people may experience heightened levels of frustration, anxiety, and stress which can lead to difficulties in interpersonal communication and conflict management.