ABSTRACT
In today's digital and globalized environment, soft skills like emotional intelligence (EI) are more important than ever. EI is usually conceptualized as a trait, a set of abilities, and a mixed model. However, existing measures rely on self-reported questionnaires, which are prone to desirability bias and lack accuracy. This research employs a new approach that focuses on how EI manifests through verbal and nonverbal behaviors by conducting semi-structured qualitative interviews with professionals from Germany and the Netherlands. Thematic analysis, following the Gioia method, was employed to identify and structure key themes emerging from the data. Findings reveal three overarching dimensions, namely verbal behaviors (i.e., active listening and understanding, acknowledging and communicating emotions, exchanging support and care, managing conflicts, and setting boundaries or providing feedback), nonverbal behaviors (i.e., facial expressions, eye contact, body language, posture, and paralinguistic cues), and context in which EI manifests (i.e., professional and personal settings). This research expands existing EI literature by providing a behavior-based conceptualization of EI that translates emotional abilities and traits into specific (social) behaviors. Furthermore, the findings emphasize that EI expression is multimodal and situation-dependent, influenced by contextual factors. Practically, these insights offer valuable guidance for organizations aiming to foster emotionally intelligent communication and leadership, highlighting the importance of contextual awareness for success.
Keywords
Emotional Intelligence (EI), Emotional Intelligent Communication, Nonverbal EI Behaviors, Observable Emotional Behaviors, Qualitative Research, Verbal EI Behaviors