Toward a More Contextual, Psychological, and Dynamic Model of Emotional Intelligence

The way I make you feel: Social exclusion enhances the ability to manage others' emotions

“…The present investigation not only contributes to our understanding of when and how people can adaptively respond to social exclusion (e.g., DeWall, 2010;Gardner et al, 2000Gardner et al, , 2005Lakin, Chartrand, & Arkin, 2008;Mead, Baumeister, Stillman, Rawn, & Vohs, 2011;Wang, Zhu, & Shiv, 2012;Williams & Sommer, 1997), it also answers the recent call for researchers to examine the contextual and motivational factors that influence people's skill at emotional intelligence (see Ybarra et al, 2012Ybarra et al, , 2013. Whereas most prior emotional intelligence research has considered emotional intelligence as a stable, individual-difference construct, in the present research, we demonstrate that people's skill at socially relevant forms of emotional intelligence can vary as a function of their social motivation.…”

“…In Study 2, we were interested in exploring the management of others' emotions in the context of a workplace coaching session. A great deal of the research that has explored the social benefits of emotional intelligence has explored these benefits in workplace and leadership contexts (e.g., Niven et al, 2012; for reviews, see Côté, 2014;Ybarra et al, 2012Ybarra et al, , 2013. Indeed, the ability to effectively manage others' emotions is considered to be an important component of effective leadership (for reviews, see Ashkanasy & Humphrey, 2014;Humphrey, 2002;Pescosolido, 2002), and skill at managing others' emotions tends to be associated with superior performance in leadership roles and organizational settings (for reviews, see Côté, 2014;Mayer et al, 2004).…”

“…Although emotional intelligence has typically been studied as a stable individual difference, it is likely that performance in each of these four branches also varies as a function of their social motivation. Indeed, there has been a recent call by emotional intelligence researchers to understand the factors that determine both "when" and "why" people apply their emotional intelligence skills (see Ybarra, Rees, Kross, & Sanchez-Burks, 2012;Ybarra et al, 2013). In the current work, we sought to answer this call and examine whether social exclusion may actually heighten the more socially relevant facets of emotional intelligence.…”

“…Although all four branches of emotional intelligence are interrelated and have been shown to be beneficial in different circumstances (see Côté, 2014;Mayer et al, 2004;Ybarra et al, 2012Ybarra et al, , 2013, the two that appear most directly relevant for facilitating social reconnection are the first branch (accurately perceiving emotion in others) and the fourth branch (managing emotions in the self and others), as these two branches are interpersonal in nature, directly involving the emotions of others. The first branch, the ability to accurately understand how others are feeling, is clearly socially adaptive, as accurate perception can help people navigate their social world in a way that enhances social outcomes (Elfenbein, Marsh, & Ambady, 2002;McArthur & Baron, 1983).…”

When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation

“…In particular, these findings expand our knowledge of anger perception and compensation tendencies following customer complaints about a perceived service failure. More generally, and building on burgeoning research on anger intensity (Adam and Brett 2018;Cheshin, Amit, and Van Kleef 2018), our findings highlight the need to continue exploring the consequential influence of emotion at varying intensity on people's perceptions and behaviors in organizational settings (Barsade and Gibson 2007;Elfenbein 2007;Geddes and Callister 2007;Gelfand, Erez, and Aycan 2007;Gibson et al 2009;Miron-Spektor and Rafaeli 2009;Ybarra et al 2013). The cumulative effects of negative customer emotions and behaviors over time (e.g., through repeated service failures; Gregoire et al 2009;Patterson, Brady, and McColl-Kennedy 2016;Surachartkumtonkun, McColl-Kennedy, and Patterson 2015) emphasize the importance of a fuller understanding of the social psychological factors that shape the interpersonal dynamics of negative emotions experienced in service-failure situations.…”