Emotional Intelligence and the Implication for Service...

Emotional Intelligence And the Implication for Service Operations Leadership Abstract In recent years companies begin to realize the pivotal position of emotional intelligence and attach more importance on leader’s emotional intelligence development. Actually the emotional intelligence enables leaders to better perform in the workplace. This essay will come to an understanding of emotional intelligence on the basis of the author’s opinion. The first part of the essay includes the historic root of emotional intelligence, its definition and the five dimensions. The second part of the essay will demonstrate the implication of emotional intelligence in service operation leadership. Key words: emotional intelligence, service operation†¦show more content†¦They were talking about the cognitive and emotional research and discussing a politician who was smart but acted dumb, which led to the conclusion that â€Å"smart decision making requires more than the intellect as measured by traditional IQ†(Dijk and Freedman, 2007). Later they focused emotional intelligence on the abilities to perceive and use emotions as part of thinking. The one who actually made the term emotional intelligence out of academic circle and be well accepted by the public as a daily used term was Harvard University professor Daniel Goleman and his book Emotional Intelligence which was the bestseller around countries. His opinion set off a rush to emotional intelligence globally. Goleman discovered that one’s emotional intelligence has an imperative impact on his performance in the workplace emotional intelligence either as an employee or as a leader and as the position gets higher, emotional intelligence’s influence gets greater. In addition, emotional intelligence’s impact is even more obvious on certain types of work such as marketing, sales and customer service. What is Emotional Intelligence? Mayer and Salovey first defined the term Emotional Intelligence by merelyShow MoreRelatedOrganizational Culture and Its Effects on Team Development and Effectiveness1566 Words   |  6 Pagesfocuses on the demonstration of how activities are executed within the context of the business entity. This is through demonstration of how employees, act, think, and feel towards the provision of services and products to the target audience. Organizational culture has vital influence on the operations and development of the teams within an organization. This is because organizational culture focuses on shaping the way employees act, interact, and operate towards the achievement of the set targetsRead MoreOrganization Behavior Analysis2131 Words   |  9 Pagescommunication, nature of authority, motivational techniques, areas of EQ incorporated, the components of a virtual organization embraced and how the organization embraces new paradigms such as teleworking and virtual offices within The In ternal Revenue Service. Managers in organizations engage in a variety of activities every day, among them supervising and directing employees. Organizational behavior concentrates on the people side of a business, nonprofit, or governmental entity. Organizational behaviorRead MoreC200 course5463 Words   |  22 Pagescompetencies and represents 3 competency units. Introduction Overview This course covers principles of effective management and leadership that maximize organizational performance. The following topics are included: the roles and functions of a manager, analysis of personal leadership styles, approaches to self-awareness and self-assessment, and application of foundational leadership and management skills. Watch the following videos for an introduction to this course: [Welcome Video] (2:50 min.) Note:Read MoreEmotional Intelligence, Job Satisfaction, and Job Tenure Among Hotel Managers7445 Words   |  30 Pageshttp://www.tandfonline.com/loi/whrh20 Emotional Intelligence, Job Satisfaction, and Job Tenure among Hotel Managers Kara Wolfe Hyun Jeong Kim a a b Bradley University, Family and Consumer Sciences, Peoria, Illinois, USA b School of Hospitality Business Management, College of Business, Washington State University, Pullman, Washington, USA Published online: 27 Feb 2013. To cite this article: Kara Wolfe Hyun Jeong Kim (2013): Emotional Intelligence, Job Satisfaction, and Job Tenure amongRead MoreCase Study : A Perfect Strategic Management Model2048 Words   |  9 PagesQuestion #2- DBA Core Question (Program Outcomes 1, 2, 3 and 4) Compare and contrast two strategic management models from the literature. Analyze and evaluate their implications for effectively managing an organization in its first attempts to penetrate into the global market. Briefly describe the organization you chose for this analysis and then identify which country it might initiate its first global penetration and why. What are the strengths and weaknesses of each model to manage the globalizationRead MoreManaging Complex Change Within The Organization3878 Words   |  16 Pagesresist change. In order to overcome this tendency, a period of thawing or unfreezing must be initiated through motivation. 2. Transition – Once change is initiated, the company moves into a transition period, which may last for some time. Adequate leadership and reassurance is necessary for the process to be successful. 3. Refreeze – After change has been accepted and successfully implemented, the company becomes stable again, and staff refreezes as they operate under the new guidelines. While thisRead MoreThe Mission of the United States Air Force is Fly, Fight, and Win2083 Words   |  8 PagesForce has a vision of Global Vigilance, Reach and Power. That vision orbits around three core competencies: developing Airmen, technology to war fighting and integrating operations. These core competencies make our six distinctive capabilities possible. Air and Space Superiority - with it, joint forces can dominate enemy operations in all dimensions: land, sea, air and space. Global Attack – due to technological advances, the Air Force can attack anywhere, anytime and do so quickly and with greaterRead MoreConflict Management and Emotional Intelligence63003 Words   |  253 PagesSouthern Cross University ePublications@SCU Theses 2010 Conflict management and emotional intelligence Yu Fai Leung Southern Cross University, keith.leung.yu.fai@gmail.com Suggested Citation Leung, YF 2010, Conflict management and emotional intelligence , DBA thesis, Southern Cross University, Lismore, NSW. Copyright YF Leung 2010 ePublications@SCU is an electronic repository administered by Southern Cross University Library. Its goal is to capture and preserve the intellectual Read MoreArguments for and Against Business Ethics,11007 Words   |  45 PagesTotal Marks 100 100 100 100 100 100 100 100 SECOND YEAR 3rdSemester Paper No. 301-II 302-II 303-II 304-II 305-II 306-II 307-II 308-II Title of the Paper(s) Business Taxation Business Etiquette Workshop Disaster ManagementWorkshop Corporate Leadership Business Environment Cost and Management Accounting Advanced Information Technology Training Report External Marks (Theory) 70 50 50 70 70 70 50 Internal Assessment Marks 30 50 50 30 30 30 Practical Marks 50 Total Marks 100 100 100 100 100 100 100Read MoreOrganizational Culture And Values On Strategic Leadership Essay3848 Words   |  16 PagesOrganization’s Ethical and Value-Based Approach to Leadership Impact of the Organization’s Culture and Values on Strategic Leadership Organizational leadership and culture has been a major issue in today’s highly structured organizations. This has necessitated that organizations understand in depth the inter-relation between culture and organization on strategic leadership. Is it that the leadership determines culture or the culture determines leadership behaviors? While many argue that the leaders have

Stephen Cranes A Mystery of Heroism Essay - 1325 Words

Stephen Cranes A Mystery of Heroism Stephen Crane, an avant-garde writer of his time, forced his readers to look beyond his written words for a more underlined, meaningful moral in most of his stories. Crane follows a strict pattern in most of his work. His subject matter usually deals with the physical, emotional, and intellectual responses of ordinary people confronted by extraordinary, extreme experiences. Fairly common themes are presented in his writing, including fallen humanity and harsh realities; yet all seem to overlap in the category of heroism. Crane, fascinated by the status of a hero, seemed to moralize each story he wrote with a sense of hope. Readers get the impression that you do not have to be super-human to†¦show more content†¦When at home his mother had aroused him for the early labor of his life on the farm, it had often been his fashion to be irritable, childish, diabolical, and his mother died since he had come to war. On Collins’ return to his regiment, he happens across a dying man in need of a drink. In a hopeless act of kindness, Fred lets the wounded soldier drink from his bucket as he passes. Yet this scene is but a small paragraph in the story, it completes the moral and emphasizes Crane’s goal of the narrative. Although Fred Collins is but a simple man not free from flaws, he uncovers the mystery of heroism. He is not a hero because he put a title upon himself, or because he denied death the satisfaction. He is a hero in the sense that he did a good thing without trying for that hero title. Yet he might not know it, he was a hero for that one moment in the eyes of the wounded soldier. Crane also shows heroism works in very mysterious ways. In another of Crane’s shorts, The Bride Comes To Yellow Sky, the character of Jack Potter is put to the task of proving his heroism as sheriff of his town. As the story opens, the reader is introduced to Jack as a subtle, quiet man. He is on his way to Yellow Sky, Texas riding in a parlor-car with his new wife. Crane purposely does not clue the reader in as to the trueShow MoreRelatedIrony and Sarcasm in A Mystery of Heroism and War is Kind Essay examples947 Words   |  4 PagesIrony and Sarcasm in A Mystery of Heroism and War is Kind In literature, similar themes are portrayed in many different ways, mostly according to the time period they were written in. A new generation of writers came of age after the civil war, known as the realists. They dominated American fiction from the late nineteenth century to the middle of the twentieth. They took their ideas from the slums of the rapidly growing cities at that time, from the factories replacing farmland, and fromRead MoreBlood on a Battlefield in A Mystery of Heroism by Stephen Crane570 Words   |  2 Pagesand death. In Stephen Crane’s â€Å"A Mystery of Heroism† and Ambrose Bierce’s â€Å"An Occurrence At Owl Creek Bridge,† we witness the harsh reality of the war and the common human reaction to the havoc. Fred Collins simply wants water, but the well is on the other side of the battlefield. Peyton Farquhar, a loyal civilian to the South, just wanted to help in the war but instead was hanged for his good-intentioned attempt to destroy the bridge to help the Confederates. Ambrose Bierce and Stephen Crane wroteRead MoreAnalysis Of Stephen Crane s A Mystery Of Heroism Essay875 Words   |  4 Pagesin Stephen Crane. When a conflict between two powers reaches its peak, the war becomes inevitable. This usually leads to the change in roles among men and women. Men turn into soldiers and women turn into field nurses. . Living under critical conditions, one could die easily just by walking out the street or starving to death due to uncontrollable hysteria. In such situations, one could truly reveal his personality by either saving themselves or other individuals. .For that reason, Stephen Crane’sRead MoreEssay on A Brief Biography on Stephen Crane1345 Words   |  6 PagesStephen Crane was one of America’s most influential nineteenth century writers of realism. He was credited for being a novelist, short-story-writer, poet, and journalist. He was born on November 1, 1871, in Newark, New Jersey, as Stephen Townley Crane. Stephen was the youngest sibling of fourteen children (â€Å"Stephen Crane Biography†). His writing inspiration came from his family. His mother dedicated he r life to social concerns, while his father was a Methodist minister. Two of Crane’s brothersRead MoreANALIZ TEXT INTERPRETATION AND ANALYSIS28843 Words   |  116 Pageswhat the characters do or say as the plot unfolds (as, for example, in Ernest Hemingway’s â€Å"Hills Like White Elephants†). Conflict, then, is the basic opposition, or tension, that sets the plot in motion; it engages the reader, builds the suspense or mystery of the work, and arouses expectation for the vents that are to follow. The plot of the traditional short story is often conceived of as moving through five distinct sections or stages, which can be diagrammed roughly as follows: 3. Crisis

Compare and Contrast (Wap/Wml) and Java 2 Platform Micro Edition (J2Me) Free Essays

(WAP/WML) and Java 2 platform Micro Edition (J2ME) architectures CSS 422 Compare and Contrast (WAP/WML) and Java 2 platform Micro Edition (J2ME) As technology is changing there are new ways to develop programs for the many types of mobile networked devices. Wireless application protocol (WAP) and Wireless markup language (WML), which work together to design and architect an application to be sent to wireless mobile devices for users to download and enjoy. The Java 2 platform micro edition (J2ME) is a more extensive platform that is used in designing wireless applications. We will write a custom essay sample on Compare and Contrast (Wap/Wml) and Java 2 Platform Micro Edition (J2Me) or any similar topic only for you Order Now Wireless Application Protocol The Wireless Application Protocol is a technical standard for accessing information over a wireless mobile network. This type of browser is used for mobile devices like cell phones. You can access such things as sports, public media information, political information, news, music, etc. (Mahmoud, 2002) WAP is based exceedingly on the web programming model, which allows the user/developer to design and architect a program inside a browser to enter information. The web pages are written in the Hyper Text Markup Language (HTTP). (Mackenzie Sharkey, 2001) Comparing A developer can design a low-level program that allows a user to access simple programs such as games. A developer can also use the web programming model to make programs that are highly functional by having a program within a program. This is called Dynamic HTML (DHTML). DHTML allows another web page to change without having to wait for the server. Contrasting There are downfalls to WAP and the reasons are; just as the DHTML allows another web page to load without having to wait for the server. On the other hand, the standard of HTML is, once a web page is loaded from the server, it will not change until another request comes from the server. This takes more time away from the user, since they must wait for request from the server. Wireless Markup Language Wireless markup language is based on XML, which is a set of rules for encoding documents into computer-readable language. Previously called Handheld Devices Markup Language (HDML), is a markup language which is intended for devices that implement the Wireless application protocol qualifications, such as, the mobile devices. Comparing The comparison between the WML and the WAP are important, because the two work together as; the Wireless Markup Language is intended for devices that function with the wireless application protocol. Like HTML, WML provides data input, navigational support, and hyperlinks. Contrasting There is a big difference between WML and J2ME, because the Java 2 platform provides much more memory than WML. This may be a concern for Wireless Markup Language, because there could be a point that J2ME will contain more memory, and WML will be something of the past. This has happened with other stages in technology, such as Java going from HTTP to HTML. Java 2 Platform Micro Edition (J2ME) The Java 2 platform micro edition (J2ME) is an embedded system that operates on smartphones, PDA’s, and user appliances. The J2ME devices implement a profile called Mobile Information Device Profile. MIDP allows a user to write downloadable applications and services for network connected devices such as the devices listed above. When MIDP is combined with Connected Limited Device Configuration (CLDC) they create the special run-time environment that is on the latest mobile devices. (Oracle, 2011) Comparing Combining MIDP and CLDC they provide the core functions needed for mobile applications. If these two devices did not work together the services they provide would not be available to our mobile gadgets. Contrasting Unlike WAP/WML, J2ME uses a K Virtual Machine, which is a specialized virtual machine to interpret support for devices with limited retention. The virtual support along with the CLDC/MIDP makes the implementation superior to the WAP’s/WML’s. Conclusion As technology grows and changes so do the ways developers use their programming language to design new wireless applications for wireless mobile devices. It is exciting to see how far technology has come in the way wireless devices are made to use the simple and extensive wireless applications. References: Mackenzie, D. , Sharkey, K. (2001, 20 August). InformIT: Building the user interface with web forms. Retrieved August 7, 2011 from http://www. informit. com/articles/article. aspx? p=131102 Mahmoud, Q. (2002, February). Oracle: J2ME, MIDP, and WAP complementary technologies. Retrieved August 6, 2011 from http://developers. sun. com/mobility/midp/articles/midpwap/ Oracle. (2011). Mobile information device profile: (MIDP). Retrieved August 6, 2011 from http://www. oracle. com/technetwork/java/index-jsp-138820. html How to cite Compare and Contrast (Wap/Wml) and Java 2 Platform Micro Edition (J2Me), Papers

Principles and Practices of Management free essay sample

What were the Hawthorne studies? What effect did they have on the Management practices? 2. What steps can an organisation take to increase the motivational force for high levels of performance? 3. Explain briefly various Management Functions. What is the basis for saying that planning is the most crucial management function? Discuss. 4. Explain the MBO Process. 5. Elucidate the relationship between planning and control. Source: atozhomework. com Assignment B Marks 15 Answer all questions. 1. To whom do you think is performance appraisal more significant to the organization or to the individual? Justify. 2. Comment on the statement â€Å"Delegation of authority is the key to organization†. Discuss the advantages of delegation in the light of this statement. 3. What are the challenges faced by the professional managers in the contemporary Indian industrial set up? Q4. Case study: Please read the case study given below and answer questions given at the end. CASE STUDY When play becomes work Sheetal Banavali’s daily routine as a Team Leader at UK 3 in anything but ordinary. â€Å"Our focus is the employee and we believe in nurturing his or her talent. † With a Citibank ATM inside the office, a full-fledged gaming arcade, a higher education programme – Gurukul – that has a tie-up with institutions like Narsee Monjee Institute of Management Studies and the Institute of Chartered Financial Analysts of India allowing employees to pursue an MBA or a CA, the only thing missing is bed and breakfast. â€Å"By the way, we have three company guesthouses if the staff wants to stay overnight,† says Sharma with a laugh, even market leaders joins the game. If BPOs are upping the ante, the IT companies, small and big, aren’t far behind. Sudheesh Venkatesh, Vice-President, HR, of the India operations of Tesco, the world’s largest grocery home-shopping service in the world, puts the paradigm shift in perspective calling it the ‘death of the personnel manager’ â€Å"The IT industry has effectively ensured that the old personnel department is gone and done away with. Human resources today is completely about talent management and retention,† he says. And walking the talk, Tesco offers employees not only maternity and paternity leave, but also adoption leave. â€Å"We are an equal opportunity employer and if any employee of ours wants to adopt a child, we will support him or her in every possible ways,† he says. The Tesco campus at Whitefield in Bangalore also houses a learning centre where employees can register themselves for a retail certification course from no less than the Indian Institute of Management (IIM), Bangalore. â€Å"We have also done away with the probation period because we are in the business of training people,† says Venkatesh. Gurgaon-based Eon Technologies, which handles offshore projects across Europe, is a small company by Indian IT standards. â€Å"But we have practices which are cutting edge,† says Prema Pillai, head of HR at the company. â€Å"Tele-commuting, flexi-time and retreats focused on team building are our strong points. † Questions: 1. What principles of motivation are being used here? 2. What control tools would be most effective in this kind of work environment? 3. Can such efforts lead to a consistent behavior in organisations? Give reasons. Assignment C (Objective Questions) Tick Marks (v) the most appropriate answer. Marks – 10 1. Decreasing the role of subordinates in decision-making is known as (a) Decentralisation (b) Stabilization Functional model 26. Which control principles suggests that managers should be informed about a problem only when the data shows a significant deviation from established standards? (a) Management by waling around (b) Management by objectives (c) Management by goals (d) Management by exception 27. Line Managers are: (a) Supervisors (b) Staff authorities (c) Managers with authority to direct operations in their spheres of activity (d) Production Marketing Managers 28. When an employee asks a question or reports a problem to his or her supervisor, this is an example of which direction of communication? Grapevine (b) Lateral (c) Downward (d) Upward 29. You have decided to send a message to your supervisor requesting vacation time. You brainstorm some basic concepts and now must decide how to phrase this information for your supervisor. You are at which of the following steps in the communication process? (a) Sending (b) Receiving (c) Encoding (d) Decoding 30. Group decision-making has certain advantages over individual decision-making. Which of the following statements is not true with regard to group decision-making? (a) It allows pooling of knowledge and information. It’s a source of personnel development (c) It discourages risk taking (d) It’s time consuming and costly 31. The idea that workers look for meaning in their work and will actively seek out new responsibility is most consistent with which of these needs identified by Maslow? (a) Safety (b) Social (c) Self-actualization (d) Physiological 32. A manager’s posture during a communication with a colleague is an example of which aspect of the communications process? (a) Decoding (b) Non-verbal behavior (c) Informal channel (d) The grapevine 33. The organization chart is a way of showing How the tasks of an organization are divided and co-ordinated (b) The informal patterns of communication (c) The stakeholders who have an interest in the company (d) The physical layout of the buildings on a site 34. When a manager secures the agreement of a colleague to work on a project in return for the promise of providing the colleague with some extra remuneration, what type of power is he or she exercising? (a) Expert power (b) Coercive power (c) Referent power (d) Reward power 35. ______ spans of management create ____________ structures with many levels of management.