Abstract
Purpose. The purpose of this study was to describe the knowledge, skills, behaviors, and strategies associated with emotional intelligence that superintendents use to address conflict in their organizations. This study also determined the impact the use of emotional intelligence has on the superintendents' perceptions of their ability to lead and manage their organizations. Methodology. An exploratory, descriptive study was conducted with eight superintendents that were identified and selected through a nomination process. A framework that focused on five conceptual areas of emotional intelligence was used to anticipate examples of knowledge, skills, behaviors, and strategies these superintendents used in practice. Qualitative data from face-to-face interviews were used to create frequency tables containing examples reported most often by these superintendents. Findings and conclusions. Superintendents in this study: (1) are self-confident; (2) use self-knowledge to remain calm and in control of their emotions; (3) hold back negative responses, stay upbeat and on an even keel; and, (4) remain optimistic and persist in finding solutions to conflicts. These superintendents: (1) seek to understand and respond to the emotions of others to prevent further escalation of conflict; (2) demonstrate compassion and regard by staying attuned to the nonverbal behaviors of others; (3) understand the impact of their personal power and use it judiciously; (4) develop trust as the basis for building and maintaining relationships; and, (5) use their emotions to inspire, influence, and persuade others. In conclusion, superintendents in this study: (1) build strong emotional connections and relationships with others; (2) foster interdependence and team effort; (3) use personal rather than position power to achieve their goals; and, (4) anticipate and more effectively manage conflict. Recommendations. Provide forums and training programs for educational leaders to develop an awareness of the positive impact that emotional intelligence can have on their effectiveness. Provide training in the utilization of knowledge, skills, behaviors, and strategies associated with emotional intelligence to anticipate and manage conflict. Develop an instrument to assess the knowledge, skills, behaviors, and strategies that school districts could use to screen future employees in order to assess their level of emotional intelligence.