Emotional intelligence (EI) is an essential tool for public servants due to its profound impact on their ability to manage relationships, communicate effectively, and navigate the complexities of public service.

Public servants with high EI can articulate their messages clearly and persuasively, ensuring that their communication resonates with and influences their audience. Conflicts are inevitable in public service, whether within government agencies or in the community. EI enables public servants to mediate disputes by understanding the emotional undercurrents, addressing concerns empathetically, and finding common ground. However, its misuse can lead to manipulation, undermining public trust and ethical standards. A public servant with high EI may exploit their understanding of emotions to sway public opinion or coerce individuals into actions contrary to their interests.

For instance, a politician might use charismatic appeal and emotional narratives to divert attention from critical issues, securing votes while neglecting genuine public needs. As Daniel Goleman notes, “When it comes to shaping our decisions and our lives, emotions are as important as reason”—highlighting the power of emotions in decision-making. Such misuse can erode democratic values, as decisions driven by emotional manipulation rather than rational discourse compromise transparency and accountability. “The single biggest problem in communication is the illusion that it has taken place,” said George Bernard Shaw, underscoring the risk of deceptive emotional appeals. Moreover, it may breed disillusionment among citizens, who feel deceived by those entrusted with their welfare. Therefore, while EI enhances public service efficacy, it must be wielded with integrity and ethical mindfulness, ensuring it serves collective well-being rather than personal or partisan agendas. Upholding ethical standards in the application of EI is crucial for sustaining trust, fostering genuine engagement, and promoting the common good in public administration.