Emotional Intelligence Questionnaire: General and General 360°
Country of origin:
Victor Dulewicz and Malcolm Higgs
Group or Individual
A flexible assessment and development tool for understanding key drivers of performance for general staff.
Designed specifically for general staff, the Emotional Intelligence Questionnaire - General and 360 (EIG-G) aims to harness information about an individual's emotional intelligence to the mutual benefit of both that individual and their organisation. Like the Emotional Intelligence Questionnaire - Managerial from which it has been adapted, the EIQ-G offers both self-report and 360 questionnaires, with the latter enabling an all-round assessment of an individual's performance from peers, colleagues and managers. After inputting scores into the EIQ Scoring and Reporting Software, a comprehensive report is produced that details scores on individual scales, provides an overall EI score and, in the case of the 360 questionnaire, shows clearly where differences in performance are perceived.
The EIQ-G measures seven emotional competencies:
Self awareness - awareness of your own feelings and of how others respond to you
Emotional resilience - ability to keep going in difficult situations
Motivation - ability to pursue longer-term goals
Interpersonal sensitivity - understanding others' feelings and having empathy
Influence - ability to influence others through interaction
Intuitiveness - ability to make decisions with limited or ambiguous information
Conscientiousness - integrity and correlation between words and actions
The EIQ-G is ideal for assessing junior managers/supervisors/team leaders; graduates; call/contact centre; sales/customer services; office administrators; IT; technicians/engineers; financial accounting; apprentices; and production.
The Starter Set contains all you need for initial use including the User Guide, 5 Self Question and Answer Booklets, 25 360 Question and Answer Booklets, 5 Familiarisation Guides, and the Scoring and Reporting Software.
Emotional Intelligence in Call Centres: A Study
The EIQ-G was used on 286 call centre employees to investigate links between Emotional Intelligence elements and call centre performance. The sample was chose to ensure variations in age, tenure and appraisal performance rating. The results showed that the most important EI elements for Call Centre workers were conscientiousness, resilience, motivation and sensitivity. A negative relationship between intuitiveness and performance was found, but this can be explained by the extensive use of scripts and standard operating procedures, which employees with high levels of intuitiveness can find restrictive.