Analysis of Emotional Intelligence Skills at McDonalds: A Report

This report provides a comprehensive analysis of emotional intelligence within the context of McDonald's, a global fast-food giant. It begins with an introduction to emotional intelligence (EI) and its significance in the business world, emphasizing its role in managing emotions, building relationships, and achieving organizational objectives. The report then offers a detailed background of McDonald's, including its history, aims, core values, leadership styles, operational strategies, and competitive landscape within the fast-food industry. The core of the report focuses on examining key models of emotional intelligence, particularly Daniel Goleman's mixed model and the ability model developed by Mayer and Salovey, assessing their applicability within McDonald's. It delves into the importance of model application, the relationship between EI, effective management communication, and the overall business advantages. A critical evaluation of Goleman's model is presented, followed by recommendations and a plan for enhancing EI within the company. The report concludes with a summary of findings and insights, highlighting the crucial role of emotional intelligence in fostering a positive work environment, enhancing leadership effectiveness, and driving business success for McDonald's.

McDonalds and
Emotional Intelligence
Skills
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TABLE OF CONTENTS
1. INTRODUCTION.......................................................................................................................3
2. Background of organisation.....................................................................................................4
3. Insights of Key Models............................................................................................................6
4 Importance of model application..............................................................................................9
Relationship between EI, effective management communication and business advantages.....11
5. Critical evaluation of Goleman’s model / Mixed model.......................................................12
6. Recommendation and plan....................................................................................................14
7. CONCLUSION..........................................................................................................................16
REFERENCES..............................................................................................................................18
Books and journals........................................................................................................................18
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1. INTRODUCTION
Emotional intelligence can be termed as technique of understand and managing feeling,
our emotions in positive way in order to relieve stress and avoid conflict with others. Employees
through emotional intelligence can easily regulate and control their emotions and can easily build
relationship with others thus contribute in achievements of overall objectives. There are several
benefits of emotional intelligence within organisation such as it helps in developing and maintain
strong and dedicated team members that are ready to give their best for growth and success of
organisation (Ingram and et.al., 2019). It also helps in reducing employment turnover
ratio; contribute in retaining employee’s loyalty and effective coordination of several individuals
to work together as team for common goals.
Soft skills such as emotional intelligence or control of emotional such as anger,
frustration are more demand after situation of Covid-19 that has caused mental stress to every
individuals living in society. There are several skills that contribute in developing emotional
intelligence or effectively controlling emotions such as self management, self awareness, social
awareness and relationship management (Vredeveld, 2018). Individuals by working on all such
skills can easily developed emotional intelligence and get higher growth and success in
professional and personal life. So it can be stated that it need to be priority of business to build
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emotional intelligence of their workers so that they are influence and motivate to work together
as team for achievements of common goals.
The report is about McDonald that is American fast food Company established in 1940
by Richard and Maurice with an business as hamburger stand that finally turned into franchise.
Now, it has become one of the world largest restaurants in terms of revenue generated and
millions of customers served on daily basis. This report has contained information related to
background of company, use several model of emotional intelligence and critical apply them
with organisation in order to understand employees of company have managed their emotions.
2. Background of organisation
History
McDonald is the first international brand which deals in hamburgers all around the world.
Company opened its first restaurant in America in 1948 which serves best burgers in the country.
The company opened its first franchisee on 15th April, 1955 With the name of MacDonald
Corporation. This firm was found by two brothers Maurice (“Mac") and Richard McDonald in
San Bernardino, California. This was the first restaurant who brought the concept of self service
where no waiter serves the customer and in fact customer were happy enough to get their food on
time as burgers were easy to cook and get rapped.
Aim, objective and purpose
The main aim of McDonald is to serve good food in fun and friendly environment so that
customers can enjoy their meal with family and friend at specific place. More over company
objectives is to become socially responsible at the same time provide good return to all
stakeholders that have invested in company operation. Therefore, in another words, the aim of
McDonald is to offer standard or qualitative, quick services or more value products to customers
so that more and more individuals are motivated to be part of firm for satisfaction of their
respective requirements. The mission and vision state “ to be our customers favourite place and
way to eat and drink thus it purpose is to offer delicious, healthy and tasty food to customers in
order to earn higher profitability and market share (Mission statement of McDonald's, 2019).
Core value
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Company have followed all value and ethics while taking any appropriate decision for
growth and success of firm like we are highly committed to our people i.e, employees, customer.
It has also stated that we operates all business operation in ethical way so that no harm can be
caused to other individuals. McDonald in its core value have stated that it continuously improve
its operation in order to deliver services that are beyond customers expectancy. At last, it have
also add in its core value that it tries to give back to society in terms of delivering maximum
value at reasonable price.
Leadership style
Leaders are key individuals that have special capabilities to motivate and influence
employees to work hard for growth and success of organisation. McDonald have make use
autocratic style of leadership thus leaders instruction to employees the way particular task can be
completed. Thus, company by making use of autocratic style of leadership is able to maintain
standard quality of services as each individual is aware of task that they need to complete in
particular manner. Coaching is also another leadership style used by company in which leaders
support, assist and helps employees regarding the way particular task can be completed. The
proper guidance and support helps in making optimum utilisation of products thus delivering
best or maximum services to end customers (Baron and et.al., 2018). Therefore, both leadership
styles has helped company in effectively handling diverse employees that are work for
achievements of organisational goals.
Operation
McDonald has its operation across worldwide with huge market share and revenue
US$21.076 billion with wide varieties of products and services such as hamburgers, milkshakes,
desserts and wraps. It has more than 210000 employees that determinately work for growth and
development of organisation in domestic and international market. Therefore, company have
wide scale of operation with numerous products, employees and customers thus able to enjoy
high profit margin (How McDonald's Makes Money, 2019).
Industry size, competitiveness and growth
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McDonald is the largest fast food chain which deals in burgers across the boundaries in
the world. As fast food industry is growing day by day and making more connections with the
large number of people in the market. In 2020, the market size of this industry was calculated to
be USD 647.7 billion all over the world. McDonald has 21.3% share in the total size of fast food
industry. McDonald is the leader of fast food market just because of its focus customer service
and product quality maintained from long period of time. There are many Competitors of
McDonald’s which are running their business according to market situations. Companies such as
subway, Pizza Hut, Burger King etc. Are some famous brands which deals in the same product
line as McDonald.
3. Insights of Key Models
Goleman’s/ Mixed model: This model has been effectively developed by the Daniel Goleman.
Emotional intelligence is an ability to effectively perceive emotions in order to generate an
access emotions in order to assist thought and to understand emotions as well as emotional
knowledge. Mixed model of emotional intelligence is considered to be theorise that person who
has high EQ How considered to be successfully motivate themselves in order to attain higher
goals. The mix model tends to require an individual person with high emotional intelligence in
order to seek success and improve high degree of success (Mayer, Caruso and Salovey, 2016).
This model tends to significantly focus on defining emotional intelligence by using a vast
degree of competencies and skills which tends to influence leadership performance. The mixed
model is referred to as a corporate or professional setting in order to evaluate and train
management potential as well as skills. Self-awareness is useful in recognising one’s own
strength, emotions, Goals, values and motivation. This model mainly includes ability of the
individual to recognise impact of oneself on other. This mainly includes certain degree of
intuition in order to guide decision making and alter the emotion of others. This model has been
effectively developed by the Daniel Goleman states that, self-regulation is significant in
recognising negative and Disruptive emotions of oneself. This self-regulation component is
useful in integrating the capacity of individual in order to adapt to the changing situations. The
social scale is considered to be significant because it hurts and simply utilising self-awareness
and self-regulation components in such an effective manner to manage relationship with the
people who are around. This is considered to be one of the key prominent component because it
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helps the manager of the company to motivate employees and communicate information
positively.
This is considered to be significant because it helps in serving emotional and pragmatic
purposes. This is useful for the individual person to personally identify the key challenges of the
others and also consider feelings of other individual in order to make decision. This model has
been effectively developed by the Daniel Goleman and mainly uses five key components which
is significant and efficiently describing the emotional intelligence. The first main component is
self-awareness which mainly comprises of recognition of feelings and confidence (Robinson,
Hull, and Petrides, 2020). The second component comprise of self-regulation which includes
adaptability, self-control and trustworthiness. The third key compliment is motivation which
includes optimism, Drive, initiative and commitment. Another key compliment of the emotional
intelligence is empathy which mainly comprises of affectively understanding feeling of others,
political awareness and diversity. The last key component of this Modelling with emotion
intelligence is social skills which mainly includes conflict management, leadership and
communication skills. It is of utmost importance is useful in building network and is also
relevant in managing significant degree of relationship.
Ability model: This model has been significantly developed by the Peter Salovey and John
Mayer. The Mayer- Salovey- Caruso emotional intelligence test is considered to be as one of the
most significant widely used performance based ability model test which is significant in
encompassing variety of abilities and skills associated with the emotional processing. This is one
of the key prominent tool which is useful in significantly using the emotions on a purposeful
basis and deliberately and is also relevant in distinguishing the emotional cues. Perceiving
emotions and effectively understanding the non-verbal signs such as facial expression and body
language of the other person. Affective reasoning with the emotions in order to promote
Thinking as well as cognitive activity. It also focuses on understanding emotions and interpreting
them and effective manner. It helps in recognising people display of emotions. It is also
significant in managing and regulating emotions and also focuses on responding to the emotions
in a consistent and appropriate manner. This model in turn is considered to have significant
because it is useful in encompassing variety of abilities and skills which are associated with
emotional processing. The model mainly focuses on proposing hierarchy of performance which
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is usually based upon the quality of responses on the variety of emotion-based problems (Shao,
Doucet and Caruso, 2015).
Demotion of functioning mainly depends upon dynamic interplay which tends to take
place within central nervous system and autonomic nervous system. This model is considered to
be Significant because it mainly confined by the standard criteria for the new intelligence. It is
also useful in regulating emotions in order to promote personal growth of the individual person.
The ability model tends recognise that emotional intelligence mainly comprises of four distinct
type of abilities which includes significant because it mainly confined by the standard criteria for
the new intelligence. It is also useful in regulating emotions in order to promote personal growth
of the individual person. The ability model tends recognise that emotional intelligence mainly
comprises of four distinct type of abilities. The first is emotional perception where emotions are
usually expressed through pictures, facial expression, body language, voices and so on. This
model has been significantly developed by the Peter Salovey and John Mayer states that, this is
one of the key prominent way in order to recognise the emotion of other individual. Emotion
perception is referred to as one of the basic aspect associated with emotional intelligence because
it is considered to be of utmost importance (Perera and DiGiacomo, 2015). Another second
activity which has been proposed by ability model is linked with the ability of the person to
affectively use their emotions in order to attain desired set of outcomes. Understanding emotions
is another component which has been built upon understanding of affective complexity within
emotions. It helps in understanding emotions and see useful appreciating emotional relationship
and improve their understanding.
Trait model: This model is defined as constellation of emotional self-perceptions which has been
located at the lower degree of personality. This is considered to be an individual perception
understanding of their emotions and a greater degree of level (McClellan, Levitt, and
DiClementi, 2017). This trait model is also significant in using personality framework in order to
investigate trait emotional intelligence. This might focus on effectively evaluating the key traits
which in turn are considered to be highly prominent in effectively evaluating how the individual
person tends to evaluate how the individual perceive their own set of emotions. Trait model of
emotional intelligence is considered to be highly resistant associated with the scientific and
academic measurements. It is considered to be significant in making it particularly difficult in
order to prove or disprove. This is referred to as one of the key relevant measures associated with
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the personality traits and characteristics. Trait model which has been developed by Konstantinos
V. Petrides which mainly focuses on effectively driving the array of leadership skills and
characteristics which in turn eventually improves the business performance and efficiency. This
theory is considered to be highly prominent in developing the belief importance. It is considered
to be highly significant in allowing observational contact which results in inner mental life. This
is considered to be highly prominent in effective investigation related with the psychological
phenomenon. It is considered to be relevant in changing the key areas of live and live a healthy
and prosperous life. One of the key significant insight associated with trait theory is that people
tend to differ in their personalities and association to regular patterns. The personality styles tend
to do not change much over a period of time. The personality preference is linked with the result
of genetic influences and temperaments. Trait model which has been developed by Konstantinos
V. Petrides, trait theory is Considered to be one of the key vital area which is useful and causing
a person in order to depict a specific response to specific situations in significant manner. The
trait theory is one of the key emotional intelligence model which mainly focuses upon the
personality differences of varied different individual person. Trait theory is also useful in gaining
insight associated with your own personality set and a useful in gaining insight associated with
the specific nature of the problem and helps in understanding part of the reasons which are
difficult to correct. However personality styles are considered to be resistant to change it is
considered to be of crucial importance to emphasise on the key personality strengths and remove
personality weakness. Trait model which has been developed by Konstantinos V. Petrides, Trait
theory is also useful in describing the preference of the people and describe willingness and
unwillingness of the people in order to please others. It is also considered to be significant to
describe how seriously people take commitment and responsibility with an emotional
intelligence. It is considered to be useful in describing how prone the individual is to depression
and nervousness. Every different individual within the society tends to react differently in
different situation. This model is considered to be prominent to analyse the key traits of the
individual person and how they will react in specific situation.
4 Importance of model application
The model application of Goleman’s model can be understood as widely strong on
supervision of new fundamental aspects where it brings forward importance of emotional
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intelligence among employees within workplace. Model has defined in detail that with stronger
usage of emotional intelligence Mc Donald aim to bring before new aspects of functional scope,
higher keen factored on growth and also to develop larger active growth within varied paradigms
on longer time frame. The emotional intelligence highly brings cooperative goal enhancement
within functional goal formulation, also to determine new paradigms on wider scale dominant for
larger revenue standards. Developing EI in the workplace widely gives push to strengthened
retention potentialities, higher stable growth within varied growth aspects and also boosts
confidence among varied scenarios for longer term goodwill formulation.
 Mc Donald’[s being one of the best brand within global food industry has been widely
focusing on strengthening its workforce, with wide talent enrichment and meetings within
all departments by team leaders to promote equal diversity a and growth within varied
scenarios. The emotional intelligence also practically enriches mindset within business
horizons and also technically boosts morale for gaining stronger work growth within new
domains of technical growth. Goleman’s model has been factored on focus within 5
parameters which are segregated into self awareness, self regulation, internal motivation,
empathy and social skills for gaining stronger work growth positivity within business
arenas and also to keep efficacy stronger on varied competency scenarios (Supriyanto,
Ekowat and Masyhuri, 2019).
 It can be understood that self awareness boosts new functional domains for expertise
growth aspects within wider paradigms, which enhances their work performance
scenarios and also works on self regulation determinants for keeping them sated within
working goals on varied aspects of larger vision oriented growth goals. Internal
motivation generates keep their workforce morale active and also productively focused
towards innovation, new scale active growth and also for connecting new scale
motivation on varied aspects. The social skills enhances working motivation and
emotional intelligence on varied levels as they are motivated to seek wider fundamental
work opportunities, specialised technical efficiencies and also leaders employees
relationships are widely enriched for keeping larger goal innovation active.
 Empathy is also widely recognised as one of the keen goal diversification aspects, for
which emotional intelligence adoption plays stronger working role to keep employees
energetically stronger and also worked on within their vision. Ability and traits play high
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role for goal innovation, higher functional goal formulation and also to actively boosts
morale within higher active scenarios for keeping innovation high and also to promote
diversity of thought within working scenarios. It can be understood that by building
factors of emotional intelligence employees have specific role for strengthening keen
scenarios of efficacy and also for keeping longer term which boosts employees
strengthened working productivity on business efficacy grounds. Model in relation with
emotional intelligence has given strong boost to efficacy parameters, keen growth arenas
and also to yield focus on varied goals efficacy onto larger arenas of work strength
creativity.
When employees are emotionally strong there is keen growth among working scenarios and
wider absorption of varied ideas within longer time frame which also boosts morale of larger
quest horizons. Mc Donald’s by focusing strongly on emotional intelligence aspects among
employees have been widely focusing to upgrade new skills innovative working synergy and
also to widely boost their retaining synergy (Goswami, 2019).
Relationship between EI, effective management communication and business advantages
Relationship between EI, effective management communication and business advantages
can be understood to be widely one of the new growth aspect which has given also restorative
boost to emotional intelligence within business horizons for gaining stronger work productive
among company standards. It can be analysed that by keeping efficacy strong employees are able
to boost on varied new scale dynamic growth, generate new working domains specialised
efficiencies and also to yield focus on varied parameters. It can be understood that effective
management where leaders, employees are able to communicate with each other by enhanced
flow of ideas and also varied aspects of new quest horizons they are able to productively bring
on leveraged goodwill of company business culture which retains employees for longer time
frame.
 Relationship among leaders and employees are widely on focused on emotional
intelligence aspects at Mc Donalds where brand has been actively growing on usage of
Goleman’s model for keen growth synergy of varied self awareness idea and also to
upscale new quest horizons where this peeks up new scale active growth among
innovative working parameter (Aqqad, Obeidat and Masa'deh, 2019). In relation with
model it can be understood that when employees are given opportunities to showcase
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their ideas, working details of new functional goals diversification it boosts the morale
for keeping up new active goals and also to restore larger efficacy ideas within working
scenarios. There is also new scale active growth among employee’s strengths which also
boosts quest domains widely and also technically keeps them retained on company for
wider time frame. Emotional intelligence is also boosted with working efficiency of
wisdom oriented leadership styles and new scale communication aspects through which
there is technical growth among larger goals and also enriches new ideas efficacy on
varied paradigms.
 MC Donalds as one of the fastest growing brand aims for social enhanced working
hemispheres where employees are able to actively showcase their ideas, also work culture
is highly adaptive to varied new ideas and efficacy parameters to upscale active growth.
When there is high emotional intelligence among employees there morale is actively
enhanced within company functional scenarios, also there is active new scale growth of
wider diversity of ideas. The company also actively focuses on brainstorming of ideas ,
within group discussions and meetings where there has been wide focus given to upscale
communication aspects within members and also to practically move forward within
working specialised growth scenarios.
It can be understood with analysis that emotional intelligence work special role to
productively bring stronger responsive synergy, and also for connecting on major keen goals
which has been building strengthened vision (Gopinath, 2020).
5. Critical evaluation of Goleman’s model / Mixed model
It can be stated that Goleman model or mixed model of emotional intelligence is better
that other models of emotional intelligence as it includes five elements like self awareness, self
regulation, internal motivation, empathy and social skills. This model more focused or emphasis
on development of wide areas skills and competencies thus it is usually used in most of the
corporate organisation in order to trained and analysis management skills and potential. It is
models that helps individuals to easily analysis or assesses their level of emotional intelligence
and find different exercise ranging from facial expression, communication task and emotional
articulation tool that can be used by person to control its emotion. It is better or appropriate
model that others models that can be used by Mcdonald management to trained employees about
the way they can control on their emotions. Such as the first elements helps in understanding
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strength, weakness and values of individuals thus helps in understanding or taking decision about
the way they can have control over their emotions. Self – regulation it helps in identify self
capacity of individuals to handle its emotion (Goleman’ 5 Elements of EQ, 2019). The third
element helps McDonald manager to motivate employees to develop positive attributes so that
they have strong relationship or coordination with other individuals. Empathy is fourth elements
that is used by manager of McDonald while taking decision as it have considered feeling or
problem faced by employees while working in organisation. Social skills also need to be present
in manager like it need to be friendly with each others in order to build healthy and strong
relationship with diverse employees. On the other hand, ability model only helps in
understanding ability or capabilities of individual by use of several components such as perceive
emotion that helps in understanding non verbal expression of individuals and effectively
managing them (Edelman and van Knippenberg, 2018). Therefore, it has limited approach or
does not helps in development of several skills and capabilities in individual to manage or have
control over emotion. Trait model is not much useful or beneficial as compared to mixed
emotional intelligence as on the basis of personality like traits, charatertsicks of particular
individual’s manager understand feeling and emotions of other employees. So, these models are
based on one perspectives rather than Goleman model will contribute McDonald manager to
effectively trained employees or staff member about the way they can have control over emotion
and build positive attribute, relationship with other employees that are working in firm (Davis
and Nichols, 2016).
There are several pros and cons of using Goleman model by management and employees
of McDonald in order to have control over their emotions such as anger, happiness and sad
feeling to delivery best services to end individuals. Therefore, pros and cons of model are
discussed below such as:
Pros of using Goleman model
1. Employees of Mcdonald can easily coordinate with each others by understanding their
feeling, ideas and views thus there would be less chance of conflict between them.
2. Manager through this model is able to understand factors that have effective understand
factors that motivate employees to communicate with others or work in team rather than
individuals for achievement of common goals (Boadi and et.al., 2020).
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3. It biggest advantages is that it helps in developing numerous skills and capabilities with
specific individuals thus they by using their soft skills can easily manage and handle task
and contribute in growth of organisation.
Cons of using Goleman model
1. It can be stated that this model is generally based on emotional competencies thus it does
not incorporate factors related to talent or personality characteristics of individuals. As
capabilities can easily learned while performing specific task whereas traits or personality
are present in individual since born (Lee, 2019).
2. So it cons is that it assume that emotional intelligence skills are developed which means
that they are not present since birth. Pop psychology is one of the criticisms of Goleman
model as it is used incorrectly due to its popularity.
Pros of Ability model
1. One of the benefits of using ability model is that manager through understanding
language or emotion of individuals find different ways the way it can be control so that
desired outcome can be gained (Ansari and Malik, 2017).
Cons of Ability model
1. There are several cons of using ability model as it is mainly based on understanding;
evaluating and managing emotions of specific individual thus it does helps in
development of new skills (Dartey-Baah and Mekpor, 2017).
Pros of traits model
1. It removes one of the primary errors of Goleman or mixed model that it does not include
aspects of personality or traits and characteristics of individuals. Thus it helps in
incorporating data or information related to capabilities and skills of person.
Cons of Traits model
2. The model is mainly based on traits or characteristics of individuals thus it does not
incorporate method that can be used to control and manage emotions of individuals.
Development needs of individuals in context of manager and colleagues
Manager in order to perform several task starting from planning, organising , managing
coordinating and controlling needs to develop skills and capabilities so that best outcome can be
gained. Numerous development needs of individuals i.e., manager and colleagues are decision
making, interpersonal skills, communicating and management skills. Such as:
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Communication skills: Individuals require communication skills in order to effective
exchanged its idea, point of view and decision making to others.
Decision making skills: It helps in taking appropriate decision within limited time frame for
benefit of both employees and management.
Interpersonal skills: It is another development needs or soft skills that are required by
individuals to build strong relationship other people (Top 20 skills you need to develop your
career, 2013).
Management skills: manager needs to have ability to arrange sufficient resources and make
their optimum utilisation for growth and success of firm.
So, overall all this are developed needs of individuals that need to be developed in order
to get success in future professional career.
6. Recommendation and plan
Criteria Differences Comments
Current Behaviours Post Covid Behaviours
(Recommendation)
Communication Due to impact of covid-
19, manager currently
using digital platform to
communicate with
several employees.
Digital technology has
contributed in effective
connection between
employees thus manager
is able to quickly
exchange its idea,
opinion and view to wide
range of people.
Communication through
electronic devices is able
It can be suggested that
manager can make use of
submissive behaviour in
which it can please and
influence employees to
work on their skills and
capabilities so that company
can attain its objectives.
McDonald Manager needs
to take feedback from
employees in order to
understand several problems
that they are facing while
performing task so that their
emotion can be easily
Covid-19 has
resulted in
maintaining
social
distancing so
manager find
difficultly in
understanding
different
humans or
employees.
Thus,
manager
through
digital
15

to take quick feedback
and understand their
relative problems
(Bucich, and MacCann,
2019).
controlled and managed. technology
and
submissive
behaviour can
influence
behaviour of
employees to
work
determinedly
for benefits of
organisation.
Motivation Currently manager is
making use of financial
incentives method to
motivate employees to
work hard for growth and
success. It have make use
of equality and diversity
policies also to motivate
employees to put their
best for growth and
success of enterprise.
It can be suggested that
McDonald manager in to
influence employees after
post Covid-19, needs to
focus on safety and security
of employees. As due to
uncertain situation and loss
of employment of numerous
individuals, employees have
become more concerned
about their future safety and
security (Azarnov,
Chubarov and Samsonovich,
2018). Therefore, it is
suggested that manager need
to design strategies to
ensure safety and security of
individuals so that they can
give their best for
development of
It can be
stated that
Mcdonal
manager
through
changing its
motivation
technique or
more
emphasis on
safety and
security
needs can
influence
behaviour of
employees to
retain within
organisation
for longer
time frame.
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organisation.
7. CONCLUSION
It can be concluded from above analysis that emotional intelligence is an ability or
competency of individuals to have effectively control over its emotions like anger, stress. Covid-
19 have resulted in demanding workforces that have several skills or capabilities to handle tough
time or stay positive. Employees that have emotional intelligences can easily manage their
emotions and devote their time, knowledge and skills for growth and development of
organisation. Therefore it can be summarised from above analysis that Mcdonald employees by
working on their soft skills can positively face several external challenges and threat of business.
It can also be concluded that there are different model of emotional intelligence that can be used
by individuals or manager to handle their emotions or develop soft skills like Goleman’s
model/mixed model, Ability model and Trait model. Out of all mixed model is beneficial in
development of key areas or skills that are required by individuals to have control over its
emotions. At last it can also stated that manager has to changes its styles and strategies due to
impact of Covid-19 in order to manage and retained maximum number of individuals within
organisation.
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