Assessing the Impact of Emotional Intelligence on Employee Performance: Toward an Integrated Emotional Intelligence Framework

Emotional intelligence has garnered significant attention in the field of business management. It encompasses a range of interpersonal and intrapersonal skills that profoundly impact multiple aspects of human behaviour, relationships, and general well-being. Emotional intelligence has been demonstrated to be a pivotal element in shaping workplace dynamics, maintaining the well-being of employees, and improving organisational performance. Therefore, this paper aims to investigate and analyse the impact of emotional intelligence on employee performance. A survey was conducted in the business process outsourcing sector in Mauritius. Results demonstrated that factors including years of experience, educational level, age group, motivation and job roles positively influence emotional intelligence and employee performance. In addition, an emotional intelligence framework was proposed to mediate conflicts between higher management and employees. Finally, relevant recommendations have been put forward on how to improve performance and also how to reduce conflicts.