EMOTIONAL INTELLIGENCE FOR ENHANCING EMPLOYEE PERFORMANCE: THE ROLE OF MODERATION WITH COMMUNICATION SKILLS

Abstract

This study aims to examine the influence of Emotional Intelligence on Employee Performance with communication skills as a moderation variable at PDAM in West Java, with 8 city areas. The research is motivated by the increasing number of customer complaints regarding employees’ lack of emotional intelligence and communication skills, which negatively affect service quality. A quantitative research approach was employed. Data were collected through questionnaires distributed to employees and analyzed using multiple linear regression which was tested using SEM-PLS with 150 respondents. The result revealed that Emotional Intelligence has a positive and significant impact on Employee Performance. However, Communication Skills do not moderate the relationship between Emotional Intelligence and Employee Performance. These findings indicate that enhancing employees’ emotional intelligence and communication abilities is crucial for improving service effectiveness, particularly in public service organizations. Based on these findings, it is recommended that the management implement continuous training and development programs focused on soft skills. This will not only improve the performance of individual employees but also support the achievement of the company’s overall goals by fostering a responsive and professional work environment.