...1 Emotional Intelligence and Business Success The Impact of Leaders’ Emotional Intelligence on Employee Satisfaction and Commitment by Kerry S. Webb, PhD Assistant Professor of Management Texas Woman’s University School of Management P.O. Box 425738, CFO 413 Denton, TX 76204-5738 940-898-2104 kswebb@twu.edu Electronic copy available at: http://ssrn.com/abstract=1948065 2 ABSTRACT Business leaders impact their subordinate performance and attitudes through their leader behaviors and attitudes. This study discusses the potential impact of leader behaviors via emotional intelligence attributes on employee satisfaction and commitment to their leader and to the organization. The findings suggest strategies for enhancing leader behaviors to maximize positive individual- and organization-level outcomes. Methodology This study presents a brief review of emotional intelligence and summarizes the current research on organizational leadership regarding how leader behaviors impact employee and organizational outcomes, especially employee satisfaction and commitment, two variables of interest in this study. Study data was collected via survey methodology, utilizing workers with full-time work positions across multiple industries. Implications This article contributes to the field of management by determining the impact and effect of leader behavior on employee satisfaction and commitment. Vast research to date has shown the overwhelming importance of high satisfaction and commitment...
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...family-owned campground. The employees consist of college-age students, several mature adults and the owners’ children. The way in which this organization behaves and functions is a direct result of the behavior and personality of the male owner, Marty. Were Marty to stop being directly involved in the day-to-day, customer service aspect of the campground, the business would flourish, the work atmosphere would be less stressful, the employees would be less guarded and the customers would be treated better. As part of the interview process, the potential employee is made to understand that they are expected to be people oriented, have a keen attention to detail and work well with others. Prior to being hired, “prospective employees are…told (explicitly) about the organization’s (i.e., Marty’s) philosophy” (Baack, 2012), specifically that each person who works there, with the noted exceptions of himself, his wife and his children, are of no value and are expendable. This immediately sets the tone and working relationship between himself and the employees. The work atmosphere is generally tense and uncomfortable, the employees cautious and restrained and the customers frequently made to feel unwelcome, due to the owner’s, attitude and treatment of others. The children of the owners deal with their father and the atmosphere he creates well enough because they are generally not the target of his abusiveness and know that they cannot be terminated. The observable actions...
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...EMOTIONAL INTELLIGENCE- DEFINITION Emotional intelligence (EI) describes the ability, capacity to identify, assess, and control the emotions of one's self, of others, and of groups. In other words, it is the ability to perceive, control and evaluate emotions of self or others Emotional intelligence is about how we manage our actions with both others and ourselves as a result of the emotions we feel. Peter Salovey and John D. Mayer -“the subset of social intelligence that involves the ability to monitor one's own and others' feelings and emotions, to discriminate among them and to use this information to guide one's thinking and actions” (1990) Four factors of EI 1. the perception of emotion 2. the ability reason using emotions 3. the ability to understand emotion 4. the ability to manage emotions IMPORTANCE OF EI : Emotions play a significant role in the way people work with one another and therefore affects profits. An individual with high EQ reacts after both feeling an emotion and thinking about an event. Others with less developed skills would often react only after feeling the emotion without much thinking. Extremely smart people can have low emotional skills while others who are not so gifted in standard IQ can exhibit relatively high emotional skills. Emotions affect how one behaves with oneself as well as with other people, especially during conflicts. This is why management of our emotions has become especially important.IQ is a given...
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...Personal Development involves holistic advancement of various attributes of an individual. There are several components involved in this that ensure the holistic developments. This helps in the achievement of social, emotional and mental maturity (DeCenzo & Silhanek, 2002, p. 144). In order to enhance the holistic development of a person, there are certain activities that can be undertaken towards the promotion of efficient development. These activities should be done continuously to ensure progressive growth of the individual. On the other hand, a lot of expertise should also be involved in order to develop the desirable characteristics that will result into object and autonomous life decisions. Several organizations have adopted training programs in an attempt to enhance individuals’ performance. These programs are believed to enhance mental development. However, they also involve various components that enhance the holistic development of the people undergoing training (DeCenzo & Silhanek, 2002, p. 149). At the places of work, training programs have been widely used because they are designed to enhance professional development professional advancement in various fields. If certain skills are lacking, the program will be tailored to cover the gap that is experienced. As a result of this, effectiveness and efficiency can be achieved in the organization. The training programs will help in the achievement of various short term goals. Initially, the achievement of certain professional...
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...including Emotional Intelligence, Authentic Leadership, Servant Leadership and Participative Followers. Emotional Intelligence is defined as a ‘type of social intelligence that involves the ability to monitor one’s own and other’s emotions, to discriminate among them and to use the information to guide one’s thinking and actions’ (Salovey and Mayer, 1990: 189). According to Goleman (2001), ‘emotional intelligence comprises of 4 key components which are, Self Awareness, Social Awareness, Self Management and Relationship Management.’ When looking at the case study we can see evidence of the use of emotional intelligence throughout. Within self awareness we can see that the MD, Henry Callahan, has had a personal insight into the business and knows what happens in each area. He is seen by his staff as a ‘visionary leader’, always looking for ways to improve in the future. In the case we can see that the positive style he adopts is exceedingly effective in an industry that is usually dogged by disputes, both internally and externally. Indeed he states, ‘I’ve done practically every job in the company....from the bottom up – I know what long hours are and I have empathy for everyone in the organisation’ We can also see proof of his social awareness in this quotation by his reference to having ‘empathy’ for his employees. As well as that he also includes the need for fun within the organisation. Callahan’s ‘Fun in Flight’ vision is used as an awards system for great customer relations...
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...experience, a physiological response, and a behavioralor expressive response." (Hockenbury & Hockenbury, 2007) In addition to understanding exactly what emotions are, researchers have also tried to identify and classify the different types of emotions. In 1972, psychologist Paul Eckman suggested that there are six basic emotions that are universal throughout human cultures: fear, disgust, anger, surprise, happiness, and sadness. In 1999, he expanded this list to include a number of other basic emotions including embarrassment, excitement, contempt, shame, pride, satisfaction, and amusement. During the 1980s, Robert Plutchik introduced another emotion classification system known as the "wheel of emotions." This model demonstrated how different emotions can be combined or mixed together, much the way an artist mixes primary colors to create other colors. Plutchik suggested that there are 8 primary emotional dimensions: happiness vs. sadness, anger vs. fear, trust vs. disgust, and surprise vs. anticipation. These emotions can then be combined in a variety of ways. For example, happiness and anticipation might combine to create excitement. In order to better understand what emotions are, let's focus on their three key elements. The Subjective Experience While experts believe that there are a number of basic universal emotions that are experienced by people all over the world regardless of background or culture, researchers also believe that the experience of emotion can...
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...The Importance of Visionary Leadership and Implications for Performance and Satisfaction Introduction Newark Electronics, based in Chicago, IL, is the largest distributor of electronic components in North America. It is one of many subsidiaries of Premier Farnell Group (PFG), based in London, England. I work in the Purchasing Department as a electronic parts Buyer / Planner for Newark. Newark is the most policed subsidiary, and is constantly scrutinized on its organizational performance, and lately its management effectiveness. Having a new President every 2 years has become the norm. Employee morale at Newark has become so low that the PFG group decided to find out the reasoning behind it. An employee survey was administered by a professional services company. Poor visionary leadership and integrity / respect were two areas that the company scored lowest There have been several costly events held to highlight the importance of visionary leadership. Not only has this created a business expense, but employee productivity has been sacrificed by attending numerous events, and watching PFG videos created in-house that emphasize the seriousness of resolving the two issues. Becoming a High Performing Organization is the company’s ultimate goal. The following are the results of the company’s OCI profile. Newark has an aggressive / defensive culture, with the Primary style being Perfectionistic. The secondary style is Competitive, and the weakest style is Humanistic-Encouraging...
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...EMOTIONAL QUOTIENT “A TOOL FOR INDIVIDUAL AND ORGANISATIONAL EFFECTIVENESS ” M.Badmapriya , School Of Management Hindustan University, Chennai, Tamil Nadu, India ABSTRACT Emotional Quotient is a concept, which comprises Emotional Competency, Emotional Maturity, and Emotional Sensitivity. Emotional Competency constitutes the capacity to responding tactfully for various situations, Emotional Maturity constitutes evaluating emotions of oneself and others, and Emotional Sensitivity constitutes managing immediate environments, Maintaining rapport, harmony, and comfort with others. Emotional Quotient is considered as the subset of social Intelligence that involves the ability to monitor one's own and others' feelings and emotions, to discriminate among them and to use this information to guide one's thinking and actions. This research work makes an attempt to establish the magnitude of emotional quotient among the management executives of the Manufacturing Industry. The research is restricted to management executives who will be key decision makers in terms of both long and short-term goals. INTRODUCTION Happiness, fear, anger, affection, shame, disgust, surprise, lust, sadness are emotions, which directly affect our day-to-day life. For long, it has been believed that success at the workplace depends on our level of Intelligence quotient (IQ) as reflected in our academic achievements, exams passed, marks obtained, etc. All these are instances of intelligence...
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...No. 1, September, pp. 99–130, 2001 doi:10.1006/obhd.2001.2974, available online at http://www.idealibrary.com on Mood and Emotions in Small Groups and Work Teams Janice R. Kelly Purdue University and Sigal G. Barsade Yale University Affective influences abound in groups. In this article we propose an organizing model for understanding these affective influences and their effects on group life. We begin with individuallevel affective characteristics that members bring to their groups: moods, emotions, sentiments, and emotional intelligence. These affective characteristics then combine to form a group’s affective composition. We discuss explicit and implicit processes through which this affective combination occurs by examining the research on emotional contagion, entrainment, modeling, and the manipulation of affect. We also explore how elements of the affective context, such as organizationwide emotion norms and the group’s particular emotional history, may serve to constrain or amplify group members’ emotions. The outcome, group emotion, results from the combination of the group’s affective composition and the affective context in which the group is behaving. Last, we focus on the important interaction between nonaffective factors and affective factors in group life and suggest a possible 2001 Academic Press agenda for future research. During the past century, a tremendous amount of research attention has been devoted to understanding the structure and performance...
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...IS5111:Integration of IS & Business Business Intelligence and Analytics Abhishek Kumar Singh Anbarasan Thangapalam R Deepak Chattani Naadiya Danapal Ram Vibhakar S [A0120022] [A0119959] [A0119975] [A0119961] [A0120054] A Case study on Business Intelligent and Analytics Systems in NTUC FairPrice Table of Contents Executive Summary ............................................................................................................................. 3 Acknowledgments ............................................................................................................................... 4 1. Introduction ...................................................................................................................................... 5 2. Business Intelligence in Retail Industry: ................................................................................. 6 3. Combining BI in CRM ...................................................................................................................... 7 3.1 Analytical CRM ..........................
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...Motivating through Human Capital | October 21 2013 | [This paper gives an understanding of the relationship between human capital and the importance of job satisfaction and motivation when selecting employees.] | Written by: Hugo Todorovic-Gatsby | Motivating employees to complete a task is the easy part, but the real challenges that companies face in today’s demanding global markets are motivating those employees to work to the best of their abilities, and guiding their efforts to the vision and values of the organization. For a company to achieve its objectives in productivity, they must hire the employees that best “fit” into their organization’s beliefs and vision. Retaining human capital through job satisfaction and motivation are one of the most critical goals for any organization trying to expand its business model. This paper gives an understanding of the relationship between human capital, and the importance of job satisfaction and motivation when selecting employees. Human capital, job satisfaction and motivation are interrelated terms that are used every day of our lives however, not everyone knows exactly what it takes to effectively motivate employees. The ideology behind retaining human capital is simple: companies spend time and money developing employees that they feel display competencies that will greatly benefit the company in the future. Alongside the developmental stages, companies offer incentives, benefits, rewards and perks...
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...Introduction United Stationers Inc, known as USCO by its employees, is a leading North American wholesale distributor of business products, with 2010 net sales of 4.8 billion. The company stocks approximately 100,000 items from over 1,000 manufacturers. This includes a broad and deep selection of technology products, office products, office furniture, janitorial and break room supplies, and industrial products. United Stationers consist of over 64 distribution centers nation wide that operate within two shifts. Setting, managing performance and adhering to (KPI’s) Key Performance Indicators are all apart of the performance management agenda. Metrics and goal objectives include proposed staffing and driving affective productivity and top quality. These are formulas that make the wheels turn within the distribution environment. The foundation for performance management system is performance measurement. In order for performance measurement to be done successfully, managers must have good answers to both questions “Why?” and the “What?” Problem Statement Productivity has suffered as a result of involuntary terminations, ineffective strategic planning, and economic downturn. Many executives find that strategic planning is key yet very challenging because if not done properly it may act as a barrier to good decision making. The decision not to fill vacancies and instead move the employees around from other shifts had the thought behind it of getting the same or more work...
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...Consumer Passion Bernadette Giene Cain BUS642: Business Research Methods & Tools Instructor Ashish Godbole November 3, 2014 “A marketing philosophy should include a concern for the customers; needs and wants, an appreciation of the benefits and satisfactions which are looked for and a genuine effort to establish a dialogue and build a long-term relationship. The establishment of mutually satisfying exchange relationships, seen as the true essence of marketing requires that customers get value from the actions of marketing, allowing companies to gain value in return” (Heath, M.P., & Heath, M. 2008.). The objective of every company is to either sell a product or service. To do so requires an understanding of the consumer, their wants, needs and desires. Once you have that understanding, you must make your company stand out from the others, and get that consumer to purchase from you. Sales can be a roller coaster, in that it can fluctuate various times throughout the year, or even month. There are uncontrollable factors that can affect the amount of sales, such as economy, rival products, and even product placement. As a manager, it is our job to understand why the fluctuations occur, and what we can do to stabilize our sales without a drastic loss. The reason for choosing this research topic is to have a better understanding of what affects sales, and possibilities of how sales can drop drastically without a noticeable cause. In September 2013, my location...
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...Building a Vision-Guided, Values-Driven Organization By Richard Barrett PART I: WHY VALUES ARE IMPORTANT Organizational values are more important today than at any other time in history because the personal and societal context within which business operates is changing. Who you are as an organization, and what you stand for, are becoming just as important as what you sell. The values that an organization lives by are important to a variety of stakeholders: • Society: Organizational values need to meet society’s expectations with regard to environmental stewardship and social responsibility. Failure to support society’s values can have a very significant impact on financial performance.1 Shareholders: Organizational values need to meet the needs of the new breed of shareholders that are only investing in companies that: (a) meet socially responsible investment criteria; and (b) compete to be the best companies to work for, or other quality awards. Potential employees: To attract the best people, the organizational values need to meet the needs of potential new employees who are choosing to work in organizational cultures that align with their personal values. Existing employees: To retain the best people, the organizational values also need to meet the needs of existing employees and support them in finding personal fulfillment at work. • • • Employee Fulfillment Whilst attention to all stakeholders needs are important, the most critical are: (a) How existing employees...
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...THE UNIVERSITY OF MANCHESTERMANCHESTER bUSINESS sCHOOL | “Double-Edged Sword”, Emotional Labour | :The examination of the extent to which emotional labour is harmful for workers | | | BMAN31430: Human Resource ManagementCourse Coordinator: Dr. Isabel Tavora799264112TH NOV 2013 | This paper aims to explore fundamental concept of emotional labour, based on the empirical case studies in order to attempt to answer the question, “Is emotional labour really harmful for workers?”, and also investigate the contradictory claim that it is not harmful, including the practical recommendations for problematic emotional labour. | CONTENTS 1. Introduction………..………………………………….…..…… 2 2. Emotional Labour……….…………….…………….………… 3 Surface Acting………….………………………………………………….….……. 3 Deep Acting……………………………………………………………………….... 4 3. Is Emotional Labour Really Harmful for Workers?................ 5 4. Does Emotional Labour Positively Affect Employees?............. 7 5. Recommendations for Problematic Emotional Labour.............8 Creating ‘Downtime’………………………….…………………………….......... 8 Calming Strategies………………………………………………………………... 9 Cognitive Restructuring…………………………………………………………... 9 6. Conclusion…………………………………….……………….. 10 7. References….………………………………….……………….. 11 1. Introduction “Every time you see a guest, smile and offer an appropriate hospitality comment. Speak to every guest in a friendly, enthusiastic and courteous...
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