MGT502 Assignment 02 spring 2011 idea solution

[Xpert]

“OB Applications of Emotions and Moods”

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)