CMA Intermediate · Business Laws and Ethics · Business Ethics and Emotional Intelligence
A team leader at a Mumbai firm is publicly criticised by a client. Instead of reacting angrily, she pauses, recognises her frustration, and calmly asks for specific feedback to resolve the issue. Which component of emotional intelligence does this mainly demonstrate?
It demonstrates self-regulation, the emotional intelligence component of controlling disruptive emotions and impulses. She pauses instead of reacting angrily and responds constructively by asking for specific feedback, which supports ethical and professional conduct at work.
- ASelf-regulationCorrect
- BTechnical competence
- CCost control
- DDelegation
Explanation
Self-regulation is the ability to manage disruptive emotions and impulses and think before acting. She recognises her feelings (self-awareness) but the key behaviour shown is controlling the reaction and responding constructively.
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