Suzanne Expects Results

Suzanne is the CMO of an athletic clothing company that specializes in team uniforms for high schools, colleges, and sports leagues. Most of the sales are direct to the purchaser, but many sales are also made to retailers, both physical stores and online. Lately Suzanne has been troubled by the performance of Hank, the company sales manager. Not only have sales declined about 2 percent, but Hank has also been taking much longer to respond to emails and text messages. Suzanne has also observed that Hank appears to be preoccupied and discouraged.

Last week when Suzanne observed Hank looking sullen, she attempted to pick up his mood with a few phrases, such as "Why so glum chum?" and "Did you just lose $10,000 in a casino?" When her attempts to brighten Hank's mood did not work, Suzanne scheduled an in-person discussion with him. Suzzanne opened the meeting with these words:

"Hank, I wanted to talk with you directly. You are off your game. Your sales are slipping. When you are in the office, you sometimes look like a zombie. What's wrong?" Hank replied, "The sales slippage is because of market factors. School enrollment at all levels is down about 10 percent in our region. But I am also having a couple of personal problems."

Suzanne replied, "The market factors are a little bit plausible, but with great products like ours we should be able to get around declines in the school population. Be aware personal problems have no place in business. Get some outside help if you need to. When you are in the office or out in the field, you have to be at the top of your game. No excuses. We have a business to run."

With a distressed expression, Hank said, "I know we have a business to run, and I am doing what I can to perform at my best. I will be fine real soon. One problem I have is that I have been diagnosed with the early stages of prostate cancer. I have already begun treatment. Another problem I am facing is that my son Todd is practically flunking out of high school."

Looking a little exasperated, Suzanne replied, "Pull yourself together Hank. Millions of men have prostate cancer. It is good that you are being treated. Don't worry too much about Todd flunking out. Hire him a tutor, and then let himworry about getting through high school. In the meantime. I expect you to pick up sales and brighten up your mood."

With his head bowed slightly, Hank left the meeting with by saying, "I'll do what I can to improve things."

Questions

• a. How would you rate Suzanne's level of emotional intelligence?
• How might have Suzanne displayed more emotional intelligence in her meeting with Hank?
• Identify a couple of specific aspects of emotional intelligence in which Suzanne might improve.
• How much emotional intelligence is Hank displaying?

Please answer each question in a separate paragraph with explanation.