Emotional Intelligence and its Impact on Employee Performance: A Case Study of Australian Hardware

Running head: EMOTIONAL INTELLIGENCE
EMOTIONAL INTELLIGENCE
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EMOTIONAL INTELLIGENCE
Australian Hardware is a growing and large hardware retailer business. It has almost 140
stores in Australia. The focus of the organization is to build a huge market share by enhancing
the customer satisfaction. They also intend to control the indirect and direct costs by efficient
internal function and also want to establish a reputation of environmentally and socially
responsible organization in the market.
However, the problem is related to the Wollongong store that is located in New South
Wales. The issue is one with one of the key employee of the store. Pat is the star employee of the
organization who is allocated in the sales team. Pat has been a consistent performer for the team
and has achieved the sales target regularly. Customer rating for Pat has also been quite well but
recently Pat has been a setback for the team. Pat’s effectiveness has increased and for which the
team cannot rely on Pat when it comes to serve the customers. It has been analysed that Pat is
preoccupied with something that is hampering the performance of Pat. This has affected other
employees to give full focus on handling the customers effectively, which in turn hampering the
overall work climate of the organization. This also affected the new employee by giving them an
impression that the senior employees of the organization cannot be trusted and this result in their
ineffectiveness. The present situation will decrease the performance of the sales team. This is the
reason why the coaching sessions are occurring to help Pat overcome the situation.
According to the interview where Pat was asked to describe his own performance,
feelings, performance obstacle and job satisfaction he gave the following feedback:
 According to Pat, the work environment needs to be more employees friendly (Tsai
2013). Pat explained that the bonding between the employees is less although the
coordination between the employees is at par.

EMOTIONAL INTELLIGENCE
 Pat said that the stress level in the organization is excessive in the peak seasons and it
becomes very tough for her to handle the stress sometimes (Lopez-Patino et al. 2014). Pat
also said that the company, need to give them proper break so that they can get refreshed
and again work effectively.
 Pat also explained that the employee retention rate of the company is low, which is
affecting Pat’s production by a huge margin.
 The equipment that are used in the store to lift or for any other function are not so
effective and it often leads to accident or any other issue. Pat had discussed this issue
with the management for a number of times but they have not received proper respond
from the management.
 The deadlines that are given to them are not realistic and most of the employees often
failed to meet the deadline within the time. Pat said that the job satisfaction is less and the
work environment needs to be making for employee friendly.
 Pat has achieved the sales target consistently but he said in the interview that the work
pressure affects his productivity and sometimes it leads to fatigue and other health issues.
GROW model:
GROW model is the method of objective or goal setting and solving the problems in
executing those goals. The GROW model was developed in the United Kingdom and was used
for coaching in the 1980s and 1990s. GROW is the acronym for Goal, Reality, Options and Will.
The Goal explains the objectives that the individual wants to achieve from the coaching, the
Reality explains the current position of the employee where he is standing, the Option describes
what can be done to rectify and solve the issue and the Will describes what the individual is
willing to do to bring the change.

EMOTIONAL INTELLIGENCE
Emotional intelligence is an important factor that influences the performance of the
employee. A high emotional intelligence helps in managing the organization effectively. High
rate of emotional intelligence helps in managing the employee, communicating effectively with
others, motivating others, handling the employees and it helps in supporting other employees if
they are facing any problems with the job satisfaction. The weakness and strengths of Pat’s
emotional intelligence are:
Strengths:
 Pat’s strength is that he can manage his own emotions better than the others can. Though
there is a lot of work pressure Pat never failed to achieve the target that is assigned to
him. He has been a consistent performer and this proves that Pat can manage his
emotions quite well.
 During any conflict in the working environment Pat is the one who approached in the
scene first and managed to solve the issue. This managing capacity of Pat has helped in
gaining the star performer’s position in the organization.
 Pat’s another unique quality is that he always try to understand the feelings of others
without judging them. This has helped the other employees to be motivated and has
increased their productivity.
Weaknesses:
 Recently Pat has been engaged into many verbal fights or arguments with the co-workers
of the organization this has resulted into lack of trust and unhealthy working
environment. This has occurred due to the lack of communication an untimely decision
made by Pat.