Social Intelligence And Emotional Intelligence In The Hospitality Industry

Understanding how to make good use of social skills and managing emotions are the first conditions to all employee who need to interact with customers in their jobs; for instance, hospitality industry, but also to everyone interacts with others in daily life. However, people start interacting and communicating with each other by using their electronic devices and create a phenomenon of social corrosion due to the development of technology. Nevertheless, the essay will discuss what benefits of having a highly skilled of social intelligence and emotional intelligence in individual and the organization of the hospitality industry. There are several personal skills of each intelligence that would help to develop relationships and success in jobs.

It is a subset of social intelligence, so there are few common between both of the intelligence. Its term refers to the ability to control and understand self-emotions and sense and respond to others emotions (Wolfe & Kim,2016). Amygdala equally means old brain, is a temporal lobe of the brain function where regulating one’s own emotions and is a very significant part to feel emotional. Gouveia (2013) mentions that a study case of a patient who has experienced a damaged amygdala was unable to feel the emotions and make decisions regularly. Nevertheless, making a decision is not only by emotion but also logic which refers to rational. If neither one of them has lost the balance, it would influence to make a bad decision. Understanding and facilitating emotional into rational is a process of emotional intelligence. According to Kosslyn, Rosenberg, & Lambert (2014) and mentions that the three psychologist professors John Mayer, David Caruso and Peter Salovey who have firstly broken down the emotional intelligence into 4 aspects of skills. The first is perceiving emotion which is an ability to recognize other emotions by facial expressions, such as joyful. Secondly, understanding emotions means that the ability to understand each message conveyed by emotions. The third is facilitating thought by emotions, which means to think of how to respond. Lastly but not least, managing emotion means own emotion to promote other people’s emotion (Kilduff, Chiaburu, & Menges, 2010). Utilizing these four dimensions in developing emotional intelligence with help to inform decisions, predict life outcome and help to understand more about others thus to build up satisfying relationships (Gouveia,