Analyzing Emotional Intelligence in Customer Service at BD Corp

This case study focuses on emotional intelligence within a customer service team at BD Corp, exploring the challenges faced by the team leader. The team consists of Johan, Rio, and Michael, each with unique experiences and responses to the increased workload and pressure. The assignment analyzes the impact of the increased workload on the team members' mental health and the implications of their behaviors. The solution suggests the team leader should conduct a meeting to evaluate the emotional intelligence of team members and implement changes to improve the team's performance. The case study also highlights the need for effective leadership and team management to maintain service quality. The case study also presents the importance of leadership in maintaining a healthy work environment, providing support and motivation to team members. The solution provided references research papers which supports the analysis and recommendations.

Running head: DEVELOP AND USE EMOTIONAL INTELLIGENCE
DEVELOP AND USE EMOTIONAL INTELLIGENCE
Name of the Student
Name of the University
Author Note

1DEVELOP AND USE EMOTIONAL INTELLIGENCE
Part A
Q1. The increased workload is a factor that impacts on the mental health of the team
members. On this context it has been seen that Johan the most experienced one making
mistakes in the process of customer handling. On the other hand Rio is taking the pressure
positively however, he needs 30 minutes smoking breaking which will affect his physical
health. Other than them Michael found to be following Rio and neglecting her own self that
would be emotionally affect her mental condition in future.
Q2. In order to deal with this condition the team leader should be able to conduct a meeting
that would effectively evaluate the emotional intelligence of team members (Mayer, Caruso
and Salovey 2016). On the basis of the evaluation the team leader should implement required
changes in the system and provide motivation to the team members in order to maintain the
service quality (Magnano, Craparo and Paolillo 2016).

2DEVELOP AND USE EMOTIONAL INTELLIGENCE
References
Magnano, P., Craparo, G. and Paolillo, A., 2016. Resilience and Emotional Intelligence:
which role in achievement motivation. International Journal of Psychological Research,
9(1), pp.9-20.
Mayer, J.D., Caruso, D.R. and Salovey, P., 2016. The ability model of emotional intelligence:
Principles and updates. Emotion Review, 8(4), pp.290-300.