Ethics Part 4: Emotional Intelligence for the Civil Servant, Exam-Ready Notes

EI is a five-part skill set, not a mood; questions ask for application.

Goleman five

• Self-awareness, self-regulation, motivation, empathy, social skills.

Applications in service

• Handling an agitated crowd: self-regulation first, empathy next, social skill to close.
• Team conflicts: empathy plus objectivity; negative feedback with self-awareness.
• Crisis decisions under provocation: regulate, then respond.

Revise in 30 seconds

• Goleman 5: self-awareness, self-regulation, motivation, empathy, social skills.
• EI is trainable, not fixed.
• Regulate before responding.