::: vuaskari.com ::: MGT502 _FALL 2011 IDEA SOLUTION BY BINISH

Mgt502 idea solution 

by Binish Awais

greyferry@gmail.com

don't copy plz just take idea J

 

 

Question 1:

A PART :What is the reason that Mr. Saad decided to hire employees with higher Emotional Intelligence

(EI)? 

Solution:

Mr. Saad decided to hire employees with higher Emotional Intelligence

(EI) Because these individuals are less likely to engage in aggression in the face of conflict,organizations should seek to hire and retain employees with high emotional these employees have emotional maturity and intelligence and ll try to resolve problems with team building exercise this can be major cause of people to calm up and be defensive not offensive

 

B PART: And how EI particularly helps in better customer service? (Marks 10)

Solution :

People become internally self-managed and capable of making their greatest contributions when they develop their EI skills. And as they work in that zone of peak performance, so does the organization. The examples below detail how the development of EI skills can benefit various business professionals such as sales people, customer service representatives and technical professionals (i.e., analysts, engineers, information technologists, scientists, etc.).

Customer Service Representatives:

Customer Service Representatives (CSRs) deal with angry, frustrated customers continuously throughout their day. Through no fault of their own, they can find themselves being verbally abused. The customer's anger, frustration and rage can cause representatives to become nervous, mad, disgusted, and angry themselves. If the representative does not have a high level of EI skills, the discussion may escalate and require the intervention of the CS Supervisor. Or worse, inadequate skills may cause the company to lose that customer. An upset customer will typically tell 10-15 friends about the poor treatment he or she received.

With enhanced EI skills, CSRs can easily manage their emotional reactiveness to angry customers, maintaining a polite, calm, and sincere attitude and conversation with customers. Loyal customers tell their friends. Higher customer loyalty leads to higher profitability.

 

 

 

Question 2: In your opinion, how emotions and moods of these employees affect other job related factors?(Marks 10)

Solution :

Mood and emotions form the affective element of job satisfaction. 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.

It was found that suppression of unpleasant emotions BY these employees  will decrease  decreases job satisfaction and the amplification of pleasant emotions will  increases job satisfaction. 

1-During the job these employees if face  Emotional dissonance. In this state of discrepancy between public displays of emotions and internal experiences of emotions, that often follows the process of emotion regulation these employees will be at hight emotional exhaustion hence  low organizational commitment, and low job satisfaction.

2-if these employees are facing Social interaction conditions than 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.  Hence performance of emotional labor that produces desired outcomes could increase job satisfaction.

 

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