Mgt502 Assignment No. 2 solution
Saturday, May 28, 2011 Posted In MGT Edit ThisMGT502
Assignment -2
Spring 2011
Question No 1: What is the reason that Mr. Saad decided to hire employees with higher Emotional Intelligence (EI)? And how EI particularly helps in better customer service?
Ans.
An article in People Management, Catch em young, discusses how it is easier and more cost effective for companies to find employees who already have highly developed emotional intelligence. Finding new hires that don t need training saves companies thousands of dollars.
This article also discusses how our education system is more focused on teaching materials instead of on teaching better social skills to students. If organizations began to recruit people with high emotional intelligence, doing so could potentially improve working relationships in the workplace. Eventually, some of those recruits with high levels of emotional intelligence will become the leaders in the organization. They will be able to pass their emotional intelligence on to their subordinates. Everything from the environment and culture of the organization would begin to shift if more emotionally intelligent people were placed in high positions within the organization. They could influence the other employees to create new shared assumptions for the organization. Having people with high emotional intelligence in leadership positions can only benefit the organization as a whole. Because they would be able to change the work environment so everyone benefits. Recruiting for emotional intelligence should become an accepted practice in organizations because doing so would help in the development of new leadership within that
organization. This would produce happy employees and higher retention rates. Emotional intelligence awareness and action taken in organizations would benefit the company greatly over time. An article in Harvard Management Update notes that Studies indicate that your emotional intelligence or emotional quotient (EQ) accounts for 15% - 45% of Emotional intelligence
incorporates all of the communication ideas that students learn about in the program. Many of the skills needed to achieve high levels of emotional intelligence are highlighted in the classes in the Applied Communications program. The knowledge would help students understand how improving such concepts as conflict management, interpersonal communication, multi-cultural communication, and organizational communication could enhance their emotional intelligence.
Incorporating the different topics discussed in class would show students how their education at the University of Denver will increase their advancement opportunities.
Question 2:
In your opinion, how emotions and moods of these employees affect other job related factors?
ANS.
Mood and emotions form the affective element of job satisfaction. (Weiss and Cropanzano, 1996). Moods tend to be longer lasting but often weaker states of uncertain origin, while emotions are often more intense, short-lived and have a clear object or cause. There is some evidence in the literature that moods are related to overall job satisfaction. Positive and negative emotions were also found to be significantly related to overall job satisfaction Frequency of experiencing net positive emotion will be a better predictor of overall job satisfaction than will intensity of positive emotion when it is experienced.
Emotion work (or emotion management) refers to various efforts to manage emotional states and displays. Emotion management includes all of the conscious and unconscious efforts to increase, maintain, or decrease one or more components of an emotion. Although early studies of the consequences of emotional work emphasized its harmful effects on workers, studies of workers in a variety of occupations suggest that the consequences of emotional work are not uniformly negative.
It was found that suppression of unpleasant emotions decreases job satisfaction and the amplification of pleasant emotions increases job satisfaction. The understanding of how emotion regulation relates to job satisfaction concerns two models:
1. Emotional dissonance. Emotional dissonance is a state of discrepancy between public displays of emotions and internal experiences of emotions, that often follows the process of emotion
2. Social interaction model. Taking the social interaction perspective, workers emotion regulation might beget responses from others during interpersonal encounters that subsequently impact their own job satisfaction. For example: The accumulation of favorable responses to displays of pleasant emotions might positively affect job satisfaction. Performance of emotional labor that produces desired outcomes could increase job satisfaction.
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Solution for Q # 1
Following are the major advantages of Emotional Intelligence
1. Adaptability
Developing emotional intelligence allows an individual to understand the emotions or motives of
others and as a result they are more willing to adapt to a situation than a person who can only
understand what they personally are feeling.
2. Managing emotions in others
Understanding the emotions in others is a key leadership trait which allows the person with high
EI to influence others. Understanding needs and feelings lends itself to developing courses of
action that will fulfill those needs and at the same time accomplish what the leader wants
accomplished.
3. Emotional control
Persons with a high EI understand their own emotions and can analyze them rationally. So when
they experience frustration or fear or anger, they are less likely to react to them instinctively and
are more likely to act in a controlled and informed manner.
4. Less Impulsive
High EI means bad news for marketers who depend on impulse buys. People with high EI don't
react impulsively but rather look at their feelings and make rational decisions without the
interference of overwhelming emotional pull.
5. Strong relationships
Maybe one of the greatest advantages of elevated emotional intelligence is the ability to enter
into and sustain strong and fulfilling relationships. Being able to understand and appreciate the
emotions of others and not being driven by a "me first" need can result in more satisfying and
less conflictive interactions with the people around you.
6. More optimistic
Face it. We live in a culture that sees the glass half empty more than we see it half full. High EI
develops high self esteem which in turn gives the person the confidence to see the brighter side
even in difficult situations.
Article Source: http://EzineArticles.com/4725969
Justification
Because of the aforementioned benefits Mr. Saad has decided to take this step. As the
aforementioned traits are directly related to the increased satisfaction of customers and other
people Emotional Intelligence helps to increase customers’ relation and satisfaction with the
services.
Solution for Q # 2
Emotions
Intense feelings that are directed at someone or something while Myth of Rationality – emotions
were the antithesis of rationality and should not be seen in the workplace
The impact of emotions
Whether positive or negative, is well researched on. Studies suggest that negative feelings have
adverse effects on job performances. Anger often leads to aggressions towards colleagues while
sadness leads to dissatisfaction with the job. Envy or conflict with peers also leads to frequent
fights and in turn results absenteeism. It is not always that only bad emotions lead to bad results.
Office romance, despite being a positive feeling, can have negative effect on others. However,
emotions can have positive effects as well. Positive emotions increase creativity, encourage
helping behavior and cooperation and reduce aggression both against the organization and
against people. Research suggests that positive people have better cognitive abilities and tend to
do better in the workplace and with accuracy.
Emotions influence the task on which an employee is working, the efforts he puts and how he
influences other employees around him. In other words, what employees feel and how they
express their emotions affects their performance.
:::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
Solution for Q # 1
Following are the major advantages of Emotional Intelligence
1. Adaptability
Developing emotional intelligence allows an individual to understand the emotions or motives of
others and as a result they are more willing to adapt to a situation than a person who can only
understand what they personally are feeling.
2. Managing emotions in others
Understanding the emotions in others is a key leadership trait which allows the person with high
EI to influence others. Understanding needs and feelings lends itself to developing courses of
action that will fulfill those needs and at the same time accomplish what the leader wants
accomplished.
3. Emotional control
Persons with a high EI understand their own emotions and can analyze them rationally. So when
they experience frustration or fear or anger, they are less likely to react to them instinctively and
are more likely to act in a controlled and informed manner.
4. Less Impulsive
High EI means bad news for marketers who depend on impulse buys. People with high EI don't
react impulsively but rather look at their feelings and make rational decisions without the
interference of overwhelming emotional pull.
5. Strong relationships
Maybe one of the greatest advantages of elevated emotional intelligence is the ability to enter
into and sustain strong and fulfilling relationships. Being able to understand and appreciate the
emotions of others and not being driven by a "me first" need can result in more satisfying and
less conflictive interactions with the people around you.
6. More optimistic
Face it. We live in a culture that sees the glass half empty more than we see it half full. High EI
develops high self esteem which in turn gives the person the confidence to see the brighter side
even in difficult situations.
Article Source: http://EzineArticles.com/4725969
Justification
Because of the aforementioned benefits Mr. Saad has decided to take this step. As the
aforementioned traits are directly related to the increased satisfaction of customers and other
people Emotional Intelligence helps to increase customers’ relation and satisfaction with the
services.
Solution for Q # 2
Emotions
Intense feelings that are directed at someone or something while Myth of Rationality – emotions
were the antithesis of rationality and should not be seen in the workplace
The impact of emotions
Whether positive or negative, is well researched on. Studies suggest that negative feelings have
adverse effects on job performances. Anger often leads to aggressions towards colleagues while
sadness leads to dissatisfaction with the job. Envy or conflict with peers also leads to frequent
fights and in turn results absenteeism. It is not always that only bad emotions lead to bad results.
Office romance, despite being a positive feeling, can have negative effect on others. However,
emotions can have positive effects as well. Positive emotions increase creativity, encourage
helping behavior and cooperation and reduce aggression both against the organization and
against people. Research suggests that positive people have better cognitive abilities and tend to
do better in the workplace and with accuracy.
Emotions influence the task on which an employee is working, the efforts he puts and how he
influences other employees around him. In other words, what employees feel and how they
express their emotions affects their performance.
