University Report: Emotional Intelligence Case Study Analysis

This report provides a comprehensive analysis of a case study focused on emotional intelligence in a workplace setting. It addresses key aspects such as effective responses to employee behavior, the principles of emotional intelligence, and the importance of clear communication. The report examines the misinterpretation of cultural expressions and suggests strategies for increasing cultural awareness within an organization. It also explores methods for understanding employee feelings and adapting to their needs, while discussing the relationship between emotionally effective people and the attainment of business objectives. Furthermore, the report delves into the emotional impact on decision-making, outlines a possible decision-making process, identifies relevant legal policies, and highlights the importance of OHS/WHS legislation in the workplace.

Running head: DEVELOP AND USE EMOTIONAL INTELLIGENCE
Develop and use emotional intelligence
Name of Student
Name of University
Author Note

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DEVELOP AND USE EMOTIONAL INTELLIGENCE
Table of Contents
Question 1..................................................................................................................................2
Describing best response to the behaviour.............................................................................2
Describing the principles of emotional intelligence failed to be demonstrated.....................2
Describing communication and action...................................................................................2
Describing the connection between morale and behaviour and its effectiveness...................3
Question 2..................................................................................................................................3
Examples of misinterpretation of expressions........................................................................3
Describing ways by which cultural expressions can be misinterpreted.................................3
Describing ways to increase awareness of cultural expression..............................................4
Question 3..................................................................................................................................4
Describing ways to understand feelings of the employees.....................................................4
Describing the effectiveness of knowledge to understand the employees.............................4
Describing ways to adapt to the response...............................................................................5
Question 4..................................................................................................................................5
Discussing relationship between emotionally effective people and attainment of business
objectives................................................................................................................................5
Describing emotional impact on decision-making.................................................................6
Describing possible process of decision making....................................................................6
Identifying legal policies that need to be adhered..................................................................6
Describing relevance of OHS/WHS legislation.....................................................................7

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Bibliography...............................................................................................................................8

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DEVELOP AND USE EMOTIONAL INTELLIGENCE
Question 1
Describing best response to the behaviour
The best response to the behaviour of the store manager is to remain calm and ensure
that positivity is maintained within the organisation. It is necessary to ensure that the people
considering leaving the organisation be motivated to remain at work so that the objective can
be achieved. Positive leadership behaviour can be influenced by providing a commentary and
plan on the development of budget. Emotional awareness can be addressed by providing the
managers with an opportunity to develop ideas that can help in the growth of the business in a
proper manner.
Describing the principles of emotional intelligence failed to be demonstrated
The store manager failed to show emotional restrained and made a stressful outburst
on the managers. The store manager needed to identify the situation before lashing out at the
managers and providing them with a task that is beyond its capability. The store manager
failed to demonstrate self-control and this is the main reason for the current turmoil at the
company. At the same time, adaptability in the situation of work was not done that created a
negative environment at the work place and compelled the managers to rebel against the poor
leadership quality.
Describing communication and action
The store manager needed to control her emotions while addressing the managers.
Initially at the meeting it was necessary that the situation at hand be analysed so that a proper
mitigation solution can be created. At the same time, her method of communication in terms
of use of language and the attitude needed to be subtle and humble. She needed to act as an
inspiring leader rather than an aggressive leader looking to provide a huge amount of task to

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the co-workers. Hence, it can be said that the action and communication made by the
manager was unacceptable.
Describing the connection between morale and behaviour and its effectiveness
The store morale was low mainly because of the competition from smaller stores.
Woollongong failed to mitigate the threats received from the small companies and thereby
the revenue of the company was at a low. On top of this, the behaviour of the store manager
provided more negative atmosphere as the leaders of various departments decided to leave
the organisation due to added pressure. Hence, it can be said that the morale and behaviour
showed negative signs for the development of the store. Therefore, the store performance can
decrease as the store may lose out on capable employees that can help the store to grow.
Question 2
Examples of misinterpretation of expressions
One of the examples of misinterpretation of expression is the fact that the sales team
develop programmes that usually involve drinking and partying late night. The fact that the
foreign culture of the team member does not allow such habits is misinterpreted by the sales
team. Another example that can be provided is the fact that her willingness to participate in
the activities exists but she is restricted by her cultural norms. The fact that every avenue of
team building gets closed off making her feels unwelcome to the team.
Describing ways by which cultural expressions can be misinterpreted
Cultural expressions can be misinterpreted if the concerned person does not actively
promote the reasons for not interacting with others. In this case the new employee did not
make communications about the cultural beliefs that she has and this can be considered as the
main reason for her behaviour being misinterpreted. At the same time it is also necessary to

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understand the cultural differences that exist so that cultural misinterpretation can be
mitigated. Along with this cultural expressions need to be communicated with the team
members so that different programmes that abided by the cultural setting of every member
can be arranged.
Describing ways to increase awareness of cultural expression
The manner in which cultural awareness can be increased among people is by
identifying the cultures that exists within an organisation. A meeting can be made between
the people that belong to different cultures so that effective communication between the
beliefs and ideas of the cultures can be understood. This can help in mitigating any type of
cultural issues that exists at the workplace.
Question 3
Describing ways to understand feelings of the employees
The employee possesses a feeling of self-awareness. Based on the scenario at hand, it
can be said that the employee can be considered as a disciplined as well as perfect employee
for the organisation. However, one needs to understand the essential qualities required for
working as a team. It might be that the employee in the case study believes that he can
achieve greatness working as an individual more instead of a team member. This can be
considered as an essential reason for the lack of team effort within the organisation.
Describing the effectiveness of knowledge to understand the employees
Knowledge regarding the personality types as well as communication style employed
by the employee need to be addressed so that the attitude of the employee can be understood.
For example, personality type of the employee can help in gaining knowledge about the
expectations from the employee. Therefore, based on this analysis estimation can be made

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about the manner in which the employee can be made to interact with one the team so that
effective team management practise can be developed. Therefore, knowledge about the
employee is effective for organisational success.
Describing ways to adapt to the response
In order to satisfy self needs it is necessary that emotional needs to be controlled so
that the effectiveness of the team be justified. At the same time performance standards can be
met by identifying the manner in which effective response can be created within the
workplace.
In the case of satisfying the needs of the employee, it is necessary to ensure that the
employee is able to remain flexible and possess the ability to be adaptable. A team
environment needs to be created so that the employee can use its adaptability to enhance
qualities of the team.
Question 4
Discussing relationship between emotionally effective people and attainment of business
objectives
According to Cooper (2018), people with a positive emotional effect can be
considered as an asset for the company. This is because the person can be able to control the
emotion and adopt self awareness practise that can help them to attain organisational
objectives. In this case it is essential to ensure that measures for potential increase in revenue
can be made by analysing the emotional competence that is possessed by the employee.
Hence, business objectives need to be set by taking into consideration the emotional
wellbeing of the people.

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Describing emotional impact on decision-making
Emotional impact on decision making can be considered as a negative factor. This is
mainly because emotions of a person can lead to being bias and as a result of it decisions
regarding conducting a business can be compromised. This provides an analysis of the
stability of the emotions so that decision regarding the effectiveness of the managers with
respect to business objectives can be made. Emotional people may find it difficult to cope up
with sudden changes particularly if the emotion is not stable enough (Mayer, Caruso and
Salovey 2016). Therefore, it can be said that people suffering from emotional instability be
kept away from emotional decision making activities.
Describing possible process of decision making
In the case scenario provided, the decision making can be based on the setting of
particular targets for the development of the organisation. Every employee need to be given
similar targets so that the efficiency level can be determined. At the same time, the reducing
of the cost by increasing the revenue need to be done only after analysing the potential target
that the company have and the success it has achieved over the course of the year.
Identifying legal policies that need to be adhered
The legal policies that need to be adhered to while satisfying the internal and external
requirements for managing emotions include maintaining the ethical consideration related to
business. This can help in providing an idea about the manner in which emotionally weak
person can be considered in the ethical decision making. In this case, the legal rules that
define excessive stress to employees need to be considered so that the unequal distribution of
work intended by the company can be reduced. Furthermore, it is also necessary to ensure
that equal pay and opportunities are provided to every employee.

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Describing relevance of OHS/WHS legislation
The OHS/WHS legislations ensure that the health and safety of the employees are
maintained. In this case, every manager needs to take decisions that define the safety criteria
within an organisation. Hence, it can be said that the OHS/WHS legislation can be considered
as an important aspect for the success of an organisation as it helps in identifying the health
factors that may direct the emotional needs of the employees. Therefore, the relevance of the
OHS/WHS legislation can be justified in the organisation.

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Bibliography
Carson, K.D., Carson, P.P. and Birkenmeier, B.J., 2016. Measuring emotional intelligence:
Development and validation of an instrument. Journal of Behavioral and applied
Management, 2(1), p.810.
Cooper, R.K., 2018. Applying emotional intelligence in the workplace [Electronic
resource]. Academic OneFile
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.
Petrides, K.V., Mikolajczak, M., Mavroveli, S., Sanchez-Ruiz, M.J., Furnham, A. and Pérez-
González, J.C., 2016. Developments in trait emotional intelligence research. Emotion
Review, 8(4), pp.335-341.
Sánchez-Álvarez, N., Extremera, N. and Fernández-Berrocal, P., 2016. The relation between
emotional intelligence and subjective well-being: A meta-analytic investigation. The Journal
of Positive Psychology, 11(3), pp.276-285.