Mains Practice Questions

Introduction

Emotional Intelligence (EI) refers to the ability to recognize, understand, manage, and influence emotions — both one’s own and those of others. In public service, where decisions affect millions and the stakes involve trust, justice, and welfare, emotional intelligence becomes not just desirable but essential.

Body

Emotional Intelligence as the Cornerstone of Ethical and Empathetic Public Service:

• Enables Empathy and Compassion in Governance: A public servant with high EI can empathize with the struggles of citizens and respond with compassion, especially towards the vulnerable.
  • Example: During the Covid-19 lockdown, many IAS officers like Prakash Rajpurohit (Delhi) organized food distribution and ensured shelter for migrant workers, showcasing empathy and proactive governance.
• Helps in Ethical Decision-Making under Pressure: EI allows civil servants to balance emotional responses with rational ethics during high-stress situations.
  • This ensures that decisions are not only legally sound but morally justified.
  • Example: A district magistrate handling communal tension must remain calm, rise above personal biases, and make impartial decisions to maintain peace.
• Facilitates Effective Conflict Resolution: Public servants often mediate between conflicting interests — farmers vs. industries, protesters vs. police, etc.
  • EI helps in listening, de-escalating, and arriving at fair solutions.
• Builds Trust and Credibility among Citizens: Emotionally intelligent officers communicate with humility and respect, making citizens feel heard and valued. This builds institutional trust.
  • Example: IAS officer Armstrong Pame, known as the "Miracle Man," demonstrated exceptional emotional intelligence and empathy by mobilizing public support through Facebook to build a 100-km road in a remote part of Manipur.
• Prevents Burnout and Promotes Ethical Resilience: The demanding nature of public service can lead to emotional exhaustion. EI helps officers manage stress, maintain integrity, and prevent moral compromise.
  • Example: Ethical lapses in police or bureaucracy often stem from prolonged stress and cynicism.
    • Training officers in EI, like done at LBSNAA and SVPNPA, helps build emotional resilience.
• Strengthens Teamwork and Organisational Ethics: Emotionally intelligent leaders promote inclusivity, active listening, and motivation within public institutions — fostering an ethical and accountable culture.
  • Example: In disaster management teams, like during Kerala floods (2018), emotionally aware leadership ensured coordination, volunteer morale, and sensitivity towards affected populations.

Conclusion

Emotional Intelligence is not a soft skill but a core competency for public servants. It bridges the gap between rule-based governance and human-centric administration, ensuring that decisions are not only right in law but also right in spirit.