Emotional Intelligence & Organizational Behaviour
Discussion questions:
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.