“Whoever controls himself will have no difficulty in governing effectively. He who does not know how to govern himself will find it impossible to order the behavior of others. Confucius.
Within the components of the personality, the emotional element plays a determining role, it is the one that symbolizes vitality, the dynamic and vibrant. It is the motor of each of us and the one that pushes us to action, influences our perception and analysis of reality, on the interpretation that each of us gives to things. It decisively intervenes in our decisions daily and in our actions and behaviors.
The term emotional intelligence appears in the psychological literature in 1990, in a writing by North American psychologists Peter Salovey and John Mayer. However, it was with the publication of Daniel Goleman's book Emotional Intelligence (1995) that the concept quickly spread.
Emotional intelligence is considered as the ability to recognize our own feelings and those of others, to motivate ourselves and to handle emotions well, in ourselves and in our relationships…
It includes the skills to: perceive, judge and express emotion accurately; contact or generate feelings to facilitate understanding of oneself or of another person; understand emotions and the knowledge derived from them and regulate them to promote their own emotional and intellectual growth.
Daniel Goleman, the main scholar and disseminator of the concept of emotional intelligence, while recognizing the importance of the intellectual quotient and expertise for the achievement of development objectives in a company, has indicated that its success would obey no less than 80 percent to this very important factor. Goleman divided Emotional Intelligence into four great capacities:
- Awareness and knowledge about oneself, that is, with how much and with what depth we know our strengths and weaknesses: ability to tune in to our thoughts and feelings, self-confidence Ability to handle personal emotions, that is, the control of emotions, of the impulses in a responsible and flexible way in a way that benefits the results of the own activity: perseverance in the face of setbacks, positive motivation towards the achievement of better results Social awareness, which is equivalent to being in tune with the feelings, needs and topics that interest to others: ability to achieve empathy with others (eg colleagues, bosses, subordinates, clients, etc.) Social ability, that which allows us to interact with others: communicate, influence, collaborate and others,either individually or as a team, as well as to manage conflicts.
These capacities are manifested in behaviors and attitudes such as:
- Organizational commitment Initiatives that stimulate improvement and quality in the execution of different tasks Incentives for the development of communication and trust between employees, the different bosses and directors of the company Building relationships within and outside the company that offer a competitive advantage, the incentive of constant collaboration, support and exchange of sources and resources. Innovation, risk and confrontation of any situation as a team. The passion for learning and continuous improvement.
In the management work, the emotionally intelligent manager manifests himself as a person who is capable of maintaining control and calm in situations and people emotionally out of control, as well as controlling himself.
Take great care in the way and the way you communicate, actively listening, letting people speak and always keeping in mind the opinion of others.
They are able to set limits in inappropriate situations or behaviors, constructively and without damaging people's self-esteem.
They make decisions taking into account the rational content and the emotional component that accompany all decisions.
The education, training and improvement programs for tourism workers must address this issue in depth since the development and training of emotional intelligence in the personnel of this branch of services, would not only make it possible to raise the sense of belonging and commitment of the client internal, as well as the existence of a satisfactory work environment, but also, the provision of an excellent service, and therefore the full satisfaction of all the expectations of the external client.
For the professionals who are in charge of the task of training personnel in this sector, it must be a priority to decisively promote programs in companies that effectively help the development of emotional intelligence among company employees; Cuban tourist.
Without this, it will not be possible in any way to achieve organizational development in a firm and sustained way in a global context of increasing competition, this constitutes a challenge to be achieved.
Bibliography
- Encyclopedia of Ocean Psychology / Mata Molina, F et al. (2000). Emotionally Intelligent. Magazine Calidad Empresarial, Edition Corporación Calidad2010 (pages 3, 18, 19) Goleman, D. (1995), La Inteligencia Emocional, Buenos Aires: Vergara Editor. Buenos Aires: Vergara Editor. Johnson, DW (1981), Emotional Intelligence. Barcelona: Kairos; 1996Su intelligence emotional / Jeanne Segal / 2004 (L / T 1794 CDIP EHTV.http: //www.masterdformacion.com/curso-inteligencia-emocional.
