Response to the following:
1. Describe a time when you effectively managed someone's emotions. What happened? What was the result?
2. The latest employee satisfaction survey in your organization indicates that employees are unhappy with some aspects of the organization. However, management tends to pay attention to the single item question asking employees to indicate their overall satisfaction with the job. The results of this item indicate that 86 percent of staff members are very or somewhat satisfied, so management concludes that the other results refer to issues that are probably not important to employees. Explain why management's interpretation of these results may be inaccurate.