The paper 'Emotional Intelligence - Desmond Nicholson " is an outstanding example of a management assignment. Emotional intelligence (EI) is the ability to recognize, analyze and manage or control one’ s own emotions or those of others. A high EI enables one to identify what they are feeling, make appropriate decisions on how to proceed with handling these emotions, and then to deal with them in a productive manner thereafter. One is also able to replicate this process with the emotions of others. Emotional intelligence is important when it comes to management in general- of the self or of others- in whichever circumstance be it in business or in relationships (Bar-On and Parker, 2000). There are 2 types of EI: trait EI and ability EI (Goleman, 1996).
Some researchers argue that EI is an inborn quality (trait EI) while others suggest that it can be learned and strengthened over time. According to Salovey, Brackett, Mayer (2004), ability EI can be defined as the use of emotions as an information source to aid in making sense of and navigation of the social environment.
It is the use of one’ s emotions as a guiding compass. Question 1 In the case study, Desmond Nicholson demonstrates a thorough lack of emotional intelligence as his behavior demonstrates a lack of the EI competencies – personal and social competencies – (Kunnanatt, 2008, pp. 614--629). Des decides to go into the travel industry and launch a business even though the only experience he had had in the field had been his own travels. Though he lacked a business background, he ignored this fact and relied solely on his baseless optimism as the guiding compass through which he made his series of decisions. Although Des had the adequate capital to begin his business, he failed to consider all the other factors needed to run a good business like a good knowledge base of business administration, and how to be an effective leader or manager.
He proved to have a very low level of emotional literacy in this way (Kunnanatt, 2008, pp. 620--622). He had very little insight into his own feelings and the actions they resulted in. He insisted that the call center operators follow a rigid script when answering phone calls- a script which entailed stories he had written himself based on his own experiences in his travels.
He did all this without taking into account that not everyone shares his sentiments about his experiences and that just because they weren’ t necessarily looking for his exact same travelling experience. Because Des had low emotional literacy/self-awareness levels, he was unable to self-regulate his emotions (Kunnanatt, 2008, pp. 620--622). When the call center began to experience problems because of the rigidity by which they were forced to operate, the call center operators did the appropriate thing at the time; they wrote to Desmond to air their grievances and asked for more flexibility in the handling of customers in their phone conversations.
Desmond’ s lack of emotional literacy informed his self-regulation capacity, and he was, therefore, unable to separate his emotions from his thought process. This caused him to ignore all the glaring evidence that their claims were justified which subsequently led to him coming to the irrational conclusion that his employees were being insubordinate.
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