Besides the "Shop," how else does Barcelona try tomaximize employee fit?
(b) What other suggestions do you have for the company to improve new hires' fit with thejob and organization?
CASE STUDY Emotional Intelligence at FedEx Global shipping company FedEx has a "people learnable skillset that would enhance managers' first" philosophy and believes that for the com- ability to lead in the FedEx way. pany to deliver world class customer service its FedEx decided to increase its focus on emo- managers must also have an attitude of service in tional intelligence in its leadership development managing their associates. FedEx has received training to give all new managers a strong peo- numerous awards for being one of the world's ple-first foundation on which to build their mana- most respected and admired companies for over gerial careers. To build teams in which employees ten years," and is one of the world's most suc- give their full effort, FedEx believes that task-based cessful businesses. Although the company is management is insufficient and leaders need to focused on speed and logistics, from the start it manage their own emotions and behaviors to recognized that its employees were the key to the effectively serve as role models, mentors, and company's success, and that leadership would be motivators at an emotional level. 4 A five-day essential to effective management.?" Fit with a course and six-month follow up coaching process service-oriented culture is taken so seriously that was developed to identify new managers' one of FedEx's core managerial values is to be a strengths and give them specific emotional intelli- servant leader. 80 gence competencies to improve on. FedEx recognizes that leadership has grown The emotional intelligence training and coach- more complex, and wants to develop leadership ing program focused on showing managers how capabilities in its managers to manage its chang- to manage themselves first and take charge of ing workforce. The company wants leaders who their own emotions and behaviors so that they can make fast and accurate decisions, are able to be effective influencers and role models. The influence others and motivate them to give their majority of leaders showed large improvements in full effort, and who can help build a culture where relationships, influence, and decision making as a employees drive for exceptional performance in a result of their improved empathy, emotional liter- sustainable way that creates value for all of its acy, and ability to navigate emotions. FedEx stakeholders. Jimmy Daniel, senior leadership has been extremely pleased with the success of facilitator at the FedEx Global Leadership Institute, the emotional intelligence development program, said, "Some leaders have an innate ability to pro- training over 100 facilitators to run the program vide what's needed to create a satisfying and and coach new leaders worldwide. 86 rewarding work environment for employees, but many others need to develop this skill set. "82 To Questions: measure leadership performance, FedEx adminis- 1. Do you think that emotional intelligence would ters an annual survey where all employees can be important for a manager at FedEx to have? provide feedback about their managers. The sur- Explain your answer. vey's themes include fairness, respect, listening, 2. How does FedEx develop its new leaders' and trust. A recognition that all of these character- emotional intelligence? istics are related to relationships and emotions 3. What else do you think that FedEx can do to created an interest in emotional intelligence as a enhance its managers' emotional intelligence
