Q. Define emotional intelligence and outline its major theoretical models. How can the principles of emotional intelligence be applied to improve administrative efficiency and public service delivery?

APPROACH
Introduction
• Start with a crisp definition of Emotional Intelligence (EI) (preferably by a renowned thinker like Daniel Goleman).
• Highlight its ethical relevance — particularly for administrators dealing with human-centric governance.
• Optional: Add a quote or underline the growing importance of EI in public service.
Body
1. Theoretical Models of Emotional Intelligence,

2. Significance of EI in Improving Administrative Efficiency
(Give 5 Points with one-liner explanation + real-life example)
-Ethical Decision-Making → TN Seshan, CEC
-Leadership Development → Pema Khandu, CM
-Conflict Management → Shivdeep Lande, IPS
-Crisis Management → Dr. P. Senthil Kumar, Collector
-Team Coordination & Motivation → Ritu Maheshwari, IAS
3. Significance of EI in Improving Public Service Delivery
(Give 5 Points with one-liner explanation + real-life example)
-Empathy-Based Governance → Smita Sabharwal, IAS
-Sensitive Grievance Handling → Durga Shakti Nagpal, IAS
-Inclusive Service Implementation → T.N. Manoharan, Banking Reforms
-Public Trust Building → Navdeep Rinwa, IAS
-Crisis Communication → Dr. Rajesh Tope, Health Minister
Conclusion
-Mention government initiatives like Mission Karmayogi aiming at capacity building and EI development in civil servants.
-Highlight how EI aligns with ethical governance, citizen-centricity, and constitutional values like Justice, Equality, and Dignity
,-Conclude with a futuristic line — “EI is no longer an optional skill but a necessary leadership quality for future governance.”

Introduction
Emotional Intelligence (EI), as defined by Daniel Goleman, is the ability to recognize, understand, and manage emotions—both one’s own and others. It forms the foundation of ethical leadership and humane administration, allowing public officials to handle stress, communicate effectively, and serve citizens with empathy.

Body:
Theoretical Models of Emotional Intelligence
1. Ability Model – Mayer & Salovey
EI is seen as a set of mental abilities:
-Perceiving Emotions
-Using Emotions for Thinking
-Understanding Emotions
-Managing Emotions
Example: During the 2018 Kerala floods, IAS officer Prasanth Nair used calm emotional judgment and social media to coordinate relief efforts and connect with citizens, reducing panic and improving service response.
2. Mixed Model – Daniel Goleman
This model includes five core elements:
-Self-awareness
-Self-regulation
-Motivation
-Empathy
-Social Skills
Example: Kiran Bedi, as Lt. Governor of Puducherry, practiced empathetic leadership by regularly engaging with citizens through grievance redressal sessions, fostering a culture of openness and trust.
3. Trait Model – Petrides & Furnham
This model views EI as a personality-based trait system focusing on emotional self-perceptions such as confidence, resilience, and stress tolerance.
Example: Dr. Rajendra Bharud, IAS officer, connected emotionally with tribal communities in Maharashtra and built trust during the COVID-19 vaccination drive, leading to its success in remote regions. 

Significance of Emotional Intelligence in Improving Administrative Efficiency
1. Ethical and Humane Decision-Making:
Helps bureaucrats consider both logic and compassion in policy enforcement.
→ Example: TN Seshan, as CEC, upheld electoral integrity with fairness and moral sensitivity.
2. Effective Leadership and Team Building:
Fosters trust and inspires teams through positive emotional engagement.
→ Example: Pema Khandu, CM of Arunachal Pradesh, motivates young officers to innovate and engage meaningfully with communities.
3. Conflict Management in Bureaucracy:
Resolves internal disputes calmly, reducing workplace stress. → Example: Shivdeep Lande, IPS, managed communal tensions in Bihar with tact and emotional control.
4. Crisis Response and Emotional Stability:
Maintains composure and ensures coordinated action during emergencies.
→ Example: Dr. P. Senthil Kumar, Collector of Nilgiris, calmly led forest fire response with multi- agency coordination.
5. Enhanced Accountability and Motivation:
Emotionally intelligent leaders take ownership and inspire others.
→ Example: Ritu Maheshwari, IAS, cultivated a results-driven yet empathetic culture at Noida Authority.
Significance of Emotional Intelligence in Improving Public Service Delivery
1. Empathy-Centric Governance:
Policies reflect the emotional and social realities of citizens.
→ Example: Smita Sabharwal, IAS, personally monitors public feedback to tailor services in Telangana.
2. Grievance Redressal with Sensitivity:
Emotionally intelligent officers deal with complaints patiently and fairly.
→ Example: Durga Shakti Nagpal, IAS, known for handling land and law-related grievances with transparency.
3. Inclusive and Equitable Policy Implementation:
Considers emotional barriers faced by marginalized groups.
→ Example: T.N. Manoharan enabled emotionally aware financial inclusion through rural banking reforms.
4. Public Trust and Emotional Connection:
EI builds faith in government through respectful, clear communication.
→ Example: Navdeep Rinwa, IAS, implemented digital portals that made grievance redressal transparent and responsive.
5. Crisis Communication and Public Assurance:
Prevents misinformation and fear through calm and clear updates.
→ Example: Dr. Rajesh Tope, Maharashtra’s Health Minister, provided reassuring daily COVID-19 briefings that kept citizens informed and calm.

Conclusion:
To institutionalize Emotional Intelligence, the Government of India has launched Mission Karmayogi, aiming to build civil servants who are not only efficient but emotionally aware and ethically grounded. In an era where public trust and inclusivity are paramount, EI emerges as a key driver of ethical governance, empathetic service, and responsive administration—transforming the face of public service in line with the constitutional vision of justice, equality, and human dignity.