Juliane Völker

How do we assess emotional intelligence (EI) in work environments? In this chapter, we discuss self-report (“trait EI” and “mixed EI”) and performance-based assessments (“ability EI”) used in organizational research and business contexts. Self-report measures are favored extensively by scholars and practitioners in the field of organizational psychology, demonstrating EI's beneficial effects on outcomes such as job satisfaction and work performance. At the same time, the development of performance-based assessments of EI that are sufficiently feasible and concise to fit work contexts has slowly gained traction. We propose that “contextualization” should be the leading principle of measuring EI at work: EI assessments need to be adapted (or adaptable) to particular work contexts both in content (what is assessed) and delivery (how it is assessed). Using evidence centered design as a guiding framework, we discuss the conceptualization and contextualization of EI assessments that will measure EI in the future at work.

Previous studies suggested that people have stable conflict management styles which relate to their personality traits. However, recent research indicates that conflict management requires flexibility to switch between strategies and that this flexibility may relate to cognitive abilities. The interplay between stable preferences and a flexible performance in conflict management is a novel research avenue. We analyzed data from four studies (N = 1104) using a situational judgment test on emotional intelligence that presents conflict situations in the workplace. We tested whether preferences (selecting one’s typical behavior) mainly relate to personality traits and performance (selecting the ideal behavior) to cognitive abilities. We found that preferences akin to conflict management styles emerged between individuals; however, these preferences did not reflect tangible differences in personality traits. Considering performance, cognitive abilities were consistently conducive to solving conflicts, while the contribution of personality traits varied across situations, with the possibility that some traits may even hinder conflict resolution in some situations. We provide preliminary evidence on the contributions of both traits and abilities to conflict management, arguing that conflict management research needs to adopt a holistic view that combines both a person’s traits and abilities to explain their conflict behavior.

The perceptual and cognitive underpinnings of emotional responses to music listening are subject to ongoing debate. Here, we investigated three different frameworks—namely, spreading activation theory, emotional processing mechanisms (i.e., the components of the BRECVEMA model), and flow theory (i.e., fluency and absorption)—in an online music listening experiment. A total of N = 99 participants were recruited to take part in a breathing meditation while listening to music of four target categories (familiar/joyful, familiar/sad, unfamiliar/joyful, unfamiliar/sad). Each participant rated their experiences by means of questionnaires. We assumed that listeners’ familiarity with the music would be associated with greater emotionality and flow, and that emotion categories evoked differential patterns of responses. Additionally, we explored the associations of variables representing the three frameworks in a network analysis. We found that familiar music evoked stronger activation and emotional mechanisms, but not stronger flow. There were no differences between sad and joyful music, implying that different models may be needed to capture the elicited and perceived expressive aspects of musical materials. The findings suggest that the three models tap into partially overlapping facets of emotional experience in music listening, in which evaluations of liking, aesthetics, musical expectancies, and autotelic experiences play central roles.

Introduction: According to recent meta-analyses, emotional intelligence can significantly predict academic performance. In this research, we wanted to investigate a particular group of students for which emotional intelligence should be crucial. Namely, we examined whether emotional intelligence, conceptualized as an ability, uniquely contributes to academic performance in hospitality management education beyond fluid intelligence and personality.Methods: Using a battery of tests and questionnaires in an online survey, we analyzed if fluid ability, the Big-Five personality dimensions, and ability-based emotional intelligence predict six module grades in a sample of N = 330 first-semester students at a Swiss-based hospitality school.Results: We found that the ability to manage other people’s emotions is more predictive of module grades than fluid ability if the courses involve substantial parts of interactive work. Complementarily, the more a module focuses on theoretical knowledge or abstract subject material, the more fluid ability predicted performance. Other abilities and factors – emotion understanding, emotion regulation, the students’ age, conscientiousness, and openness – predicted performance only in specific modules, hinting that the didactic methods and grading procedures are complex and involve various skills and dispositions of the students.Discussion: Given that the hospitality education and industry are buzzing with interactions with peers and guests alike, we provide evidence that interpersonal and emotional competencies are vital to hospitality curricula.

Emotion recognition (ER) can be conceived of as an integration of affective cues in working memory. We examined whether reduced working memory capacity and brain lesions in neural networks involved in emotion processing interactively impair ER of both one’s own and another person’s emotions. To assess the recognition of one’s own and other’s emotions, pictures from the International Affective Picture System (IAPS) and facial expressions from the Karolinska Directed Emotional Faces (KDEF) database representing fear, anger, disgust, and sadness were presented to 40 lesioned patients and 40 healthy students. To manipulate working memory, a math task was imposed between exposure to the stimuli and collection of responses. Participants indicated the intensity of each of the four emotions for each picture. ER was computed as the difference between trials where the elicited emotion matched the requested emotion and trials where the elicited and requested emotions did not match. Whereas lesions impaired ER in both self and others, working memory load exclusively decreased recognition of other persons’ emotions.

Zusammenfassung: Hintergrund: Rettungskräfte müssen im Notfalleinsatz häufig mit emotional belastenden Situationen und ihren eigenen Reaktionen auf menschliches Leid umgehen. Wir untersuchten Rettungskräfte hinsichtlich ihrer Empathie und emotionalen Reaktivität sowie Strategien zur Emotionsregulation und Bewältigung schwieriger Situationen und stellten Zusammenhänge zum chronischen Stresserleben her. Zum Vergleich diente eine studentische Vergleichsstichprobe, welche keine medizinischen Berufserfahrungen vorwies. Methode: Stress, Empathie, Emotionsregulation und Bewältigungsstrategien wurden mittels einer Fragebogenbatterie erfasst. Emotionale Reaktivität wurde experimentell mit normiertem Bildmaterial zur Erzeugung von Ekel, Trauer, Angst und Freude untersucht, welches auf einer mehrstufigen Skala von angenehm bis unangenehm beurteilt wurde. Ergebnisse: Rettungskräfte (n = 161) erlebten weniger Stress, waren weniger empathisch und machten seltener oder ähnlichen Gebrauch von Strategien zur Emotionsregulation und Bewältigung wie Studierende (n = 56). Sie empfanden zudem ekel- und trauerauslösende Bilder weniger unangenehm. Mehr Reaktivität auf Ekelbilder, mehr Empathie, Emotionsunterdrückung und vermeidende Bewältigungsstrategien waren mit mehr Stress assoziiert. Konklusion: Eine verminderte, jedoch nicht niedrige Empathie könnte im Einsatz hilfreich zur emotionalen Abschirmung sein, während nach dem Einsatz eine aktive Auseinandersetzung mit eigenen Emotionen und erlebten kritischen Situationen adaptiv zum Schutz vor Stress erscheint.

Spreading activation in the cognitive network explains why music is experienced as familiar or likable. It might also be a premise for the emotion-inducing mechanisms of the BRECVEMA framework (Brain stem reflexes, Rhythmic entrainment, Evaluative conditioning, Contagion, Visual imagery, Episodic memory, Musical expectancy, Aesthetic judgment). Both perspectives constitute important aspects of music experience and are influenced by individual differences. In two studies (n = 125 and n = 153), potential indicators for spreading activation and BRECVEMA mechanisms for single instances of music listening were assessed with a new questionnaire. The results indicated that Typicality of music, Liking, and attentional Engagement underlie spreading activation. The mechanisms Evaluative conditioning and Contagion in unison (Conditioning/Contagion), as well as Visual imagery and Episodic memory could be reliably assessed. Findings revealed that (a) Engagement, Conditioning/Contagion, and Visual imagery increased with musical expertise; (b) spreading activation and mechanisms were stronger when listening to self- rather than pre-selected music; (c) sad music evoked stronger Engagement, Conditioning/Contagion, and Episodic memory when it was self-selected; (d) spreading activation and mechanisms were associated with music empathizing and systemizing and the emotion regulation strategy reappraisal; and finally, (e) regulating sadness with sad music was associated with habitual suppression and stronger Conditioning/Contagion.

This study investigated correlative, factorial, and structural relationships between scores for ability emotional intelligence in the workplace (measured with the Geneva Emotional Competence Test), as well as fluid and crystallized abilities (measured with the Intelligence Structure Battery), carried out by a 188-participant student sample. Confirming existing research, recognition, understanding, and management of emotions were related primarily to crystallized ability tests measuring general knowledge, verbal fluency, and knowledge of word meaning. Meanwhile, emotion regulation was the least correlated with any other cognitive or emotional ability. In line with research on the trainability of emotional intelligence, these results may support the notion that emotional abilities are subject to acquired knowledge, where situational (i.e., workplace-specific) emotional intelligence may depend on accumulating relevant experiences.