Emotional intelligence (EI) strengthens institutional empathy. Examine its role in handling citizen grievances. Suggest ways to train civil servants in EI.
Kartavya Desk Staff
Topic: Emotional intelligence-concepts, and their utilities and application in administration and governance
Topic: Emotional intelligence-concepts, and their utilities and application in administration and governance
Q7. Emotional intelligence (EI) strengthens institutional empathy. Examine its role in handling citizen grievances. Suggest ways to train civil servants in EI. (10 M)
Difficulty Level: Medium
Reference: InsightsIAS
Why the question: There is growing recognition that emotional intelligence is essential in making grievance redressal mechanisms more empathetic and citizen-centric. Administrative reforms like Mission Karmayogi have also brought EI into the spotlight. Key demand of the question: The answer must examine how emotional intelligence aids in addressing citizen grievances through empathy, and suggest institutional methods to train civil servants in developing this capacity. Structure of the Answer: Introduction: Briefly define emotional intelligence and link it to institutional empathy and citizen trust. Body: Role of EI in grievance redressal: mention its importance in empathy, conflict de-escalation, ethical decision-making, and trust-building. Ways to train civil servants: suggest formal training integration, simulations, reflective practices, psychometric tools, and wellness programs. Conclusion: Highlight how EI can humanise governance and build a responsive administrative culture.
Why the question: There is growing recognition that emotional intelligence is essential in making grievance redressal mechanisms more empathetic and citizen-centric. Administrative reforms like Mission Karmayogi have also brought EI into the spotlight.
Key demand of the question: The answer must examine how emotional intelligence aids in addressing citizen grievances through empathy, and suggest institutional methods to train civil servants in developing this capacity.
Structure of the Answer:
Introduction: Briefly define emotional intelligence and link it to institutional empathy and citizen trust.
• Role of EI in grievance redressal: mention its importance in empathy, conflict de-escalation, ethical decision-making, and trust-building.
• Ways to train civil servants: suggest formal training integration, simulations, reflective practices, psychometric tools, and wellness programs.
Conclusion: Highlight how EI can humanise governance and build a responsive administrative culture.