1. You're the VP of HR at Apple (Nice gig! Congratulations!)?and one of their one hundred million presidents comes to your door and tells you about a research symposium at a conference that he just went to that discussed emotional intelligence (EI). One of the key phrases he heard was that "Whenever possible, managers should hire people with emotional intelligence." He now wants you to incorporate EI into the existing selection system for all open management positions. Based on the treatment of EI, what are the pros and cons of this idea, and how would you respond to him?
2. Emotional Intelligence is one's ability to detect and to manager emotional cues and information. How might emotional intelligence play a role in responding to abusive customers? What facets of emotional intelligence might employees posses who are able to handle abusive customers?
3. What steps should companies take to ensure that their employees are not the victims of customer abuse? Should companies allow a certain degree of abuse if that abuse results in satisfied customers and perhaps greater profit? What are the ethical implications of this?
4. One strategy a company may use is to reward new, innovative ideas or excellent effort that led to achieving the company's goals by having surprise celebrations or get-togethers where everyone gathers around and they have the "awardee?stand on a chair and they clap for him/her and then they're given a token of appreciation like a gift certificate or a trophy or small bonus or something. You've all probably seen this in one form or another. This is done very publicly so that everyone knows what the recipient did that deserved recognition. Using exhibit blow in the text how might this motivate both the recipient and the coworkers of the recipient (hint: it will involve both positive and negative affect!).
When you're done with that, come up with another strategy used by orgs/managers to influence on-the-job emotions or moods.
Structure of Mood exhibit
High Negative Affect Upset, Stressed, Nervous, Tense
High Positive Affect Alert, Excited, Elated, Happy
Low Negative Affect Content , Serene, Relaxed, Calm
Low Positive Affect Fatigued, Bored, Depressed, Sad
1. You're the VP of HR at Apple (Nice gig! Congratulations!)?and one of their one hundred million presidents comes to your door and tells you about a research symposium at a conference that he just went to that discussed emotional intelligence (EI).
One of the key phrases he heard was that "Whenever possible, managers should hire people with emotional intelligence.?He now wants you to incorporate EI into the existing selection system for all open management positions. Based on the treatment of EI, what are the pros and cons of this idea, and how would you respond to him?
Many organizations are shopping for managers with high levels of eI. Emotional Intelligence is the ability to perceive and understand personal feelings and those of others. This is beneficial in business. Emotional intelligence means recognizing emotions and acting on them in a reflective and rational manner. It involves self-awareness, empathy, and self-restraint. In the workplace, this ability can greatly enhance interpersonal communication and people skills. Emotional intelligence was first broadly discussed by Daniel Goleman. (http://dictionary.bnet.com/definition/Emotional+Intelligence.html?tag=col1;trackDictionary)
Pros are that the managers hired will have the skills associated with EI. By definition, the manager's would possess:
"an ability, capacity, or skill to perceive, assess, and manage the emotions of one's self, of others, and of groups." Emotional intelligence can be increased by practicing being more aware, by being more conscious of your choices, and by deliberately blending the thinking plus feeling to generate better decisions. Being "Emotionally intelligent" doesn't mean "Being nice," it means consciously and carefully processing and using emotional information and emotional energy.?(http://jobfunctions.bnet.com/abstract.aspx?docid=345521&tag=content;col1).
As well, EI can be viewed as a positive influence for improving staff ability to manage the organization's business as well as provide some insight of progress assessment during times of major uncertainty caused by significant change. In this way an organization can facilitate change in a positive climate and influence the culture to be more adaptive and agile. The end result can be an organization that does demonstrate sensitivity even during significant change transformations. (http://www.emeraldinsight.com/Insight/viewContentItem.do?contentType=Article&hdAction=lnkhtml&contentId=1554297&dType=SUB&history=false)
One aspect that might be considered a con would be the ability to fake these qualities, as seen in the abstract below. Therefore, it would be necessary to incorporate several measures in the selection and hiring process. Also, trained interviewers are ...
This solution responds to the discussion questions on various topics of organizational behavior and emotional intelligence, such as strategies to address employees who are victims of customer abuse, managers should hire people with emotional intelligence and others.