Emotional intelligence is the ability to understand one’s emotion as well as others. The component of self
awareness and self regulation is as important as relationship management. When a person doesn’t take the time to
understand oneself, his sense of individuality weakens.He easily become vulnerable to all sorts of negativity in life.
Thus understanding oneself is must as it opens the door to understanding others and establishes good and positive
relationships with others. This creates a sense of empathy towards others. In the process of understanding how
one feels, reacts and behaves in a particular situation, one can relate with other’s reaction. This is because while
understanding oneself, one becomes self-reflexive. One reflects on what triggers a particular response in him. This
realization is educative in process. This helps one become wise enough to generalize the pathways of emotions and
feelings. This also makes one humble.
Therefore EI is required to understand one’s reaction especially in civil services in order to understand the needs of
others. However, developing empathy in public service is about literally bringing public administrators outside their
office; confronting them with real life situations; and helping them directly grasp users’ challenges and
expectations. Empathy bridges the gap between the service providers and the users. It also helps to lessen
differences between the ‘needs’ and ‘wants’ of users.It brings a sense of public participation and sustainable use of
It also helps civil servants design and execute policies that can be more effective and acceptable. This is because
one can make more humane policies if one is empathetic. Ones suggestions won’t be divorced from reality. Hence,
EI is important for humans in general and civil servants in particular.