Mr. Saad is the HR manager in one of the top cellular service providers. Higher management of
the company has decided to hire new “Customer relationship officers”, as number of customers
is increasing. In addition to that, most of the customers come from rural areas, which are
difficult to handle due to lack of education and language barriers. Looking at the fact and the
higher degree of complex social interaction, Mr. Saad decided to hire employees with higher
Emotional Intelligence (EI).
You are required to answer the following questions based upon the above mentioned scenario.
Question 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? (Marks 10)
Question 2:
In your opinion, how emotions and moods of these employees affect other job related factors?
(Marks 10)
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? (Marks 10)
Solution for Question # 1:-
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 your success on the job. Your IQ, by comparison, is said to account for less than 6%, (Harvard Management Update p. 9).
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?
(Marks 10)
Solution for Question # 2:-
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 regulation. Emotional dissonance is associated with high emotional exhaustion, low organizational commitment, and low job satisfaction.
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.[13] performance of emotional labor that produces desired outcomes could increase job satisfaction.
mileys81: