سطوح هوش هیجانی و ارتباطات در حرفه های فناوری اطلاعات Emotional intelligence and communication levels in information technology professionals

1. Introduction Today, businesses increasingly requires that information technology (IT) professionals have both technical skills, emotional intelligence (EI) and communication aptitude (CA). Interpersonal skills are increasingly appearing as official job requirements; however, IT professionals often lack the appropriate interpersonal skills. Moreover, IT professionals are generally an introverted personality type thereby accentuating their lack of interpersonal skills. As Promís (2008) contended, the “soft skills, traditionally most valued in upper management, are now essential at all levels of the professional workforce” (p.28). While these soft-skills have traditionally been valued in other parts of the organization, namely senior management, as IT becomes more pervasive it is increasingly required to demonstrate and utilize soft-skills. Given the large investments in IT and the critical impact of IT on the organization, the discipline needs to make adjustments to become more business oriented and customer focused. This work serves as an important first step in determining the EI and CA of IT professionals via the Schutte Self-Report Emotional Intelligence Test (SSEIT) and the Communication Adaptability Scale (CAS). As organizations are requiring IT professionals to effectively use their soft skills within their roles, the value that a varied skilled employee (mix of technical expertise and soft skills) are important for organizational success. Gallagher, Kaiser, Simon, Beath, and Goles (2010) found that relationship skills are paramount to allowing the IT staff to communicate and work well with others, which in turn leads to effective development and delivery of technical and operational solutions. The connection between an individual’s EI level and their CA can lead to the identification of deficiencies in relationship building and management. If deficiencies are improved upon an IT professional can develop a heightened positive balance of technical expertise and soft skills. As it stands the correlation between EI and CA has not been studied to provide insight into the IT culture within the U.S. population. This gap needs to be studied not only to understand the technology culture but, to provide a self-reflective tool to enhance organizational skills that can be elevated to enrich human capital. As Akhtar, Boustani, Tsivrikos, and Chamorro-Premuzic (2015), established that “personality factors are valid predictors of work engagement”, seeking an advanced EI or CA within an employee may allow for the development of the soft skills needed for retention (p.46). Finding the missing link between what is expected within the workplace and what the individual is providing can allow for training of effective communication with positive EI. Such training may focus on the development of the skills needed to build stronger relationships, communicate more efficiently, and use soft skills (e.g., empathic communication and interaction with others in an emotionally regulated state) to advance in the professional environment.