When you are experiencing emotions due to a situation you are put in at work howdo you handle it?

In your personal experience dealing with the emotions of colleagues and managementaround you, how can your mood affect your work performance?

Identify 3 emotional strengths and 3 weaknesses which you or your colleagues displayat work?

List 4 ways you can use your knowledge of emotional intelligence to help improveyour emotional strengths and improve your work and productivity for yourself andyour team?

Describe how people who are emotionally effective are better equipped to meetbusiness objectives and positive workplace relationships?

Explain how you can reflect on your behavior and your ability to manage your ownemotions in the workplace.

How can self- reflection be used as a tool in developing your emotional intelligence?

Amy is a Customer Service Manager for an electronic company. She is very efficient in her work and all her colleagues as well as the regular customersthink that she is very professional, polite and approachable.

Recently Amy decided that at the next management meeting, she will put forward an idea which will improve the Service provided to customer and will make customer satisfaction rates higher. In the days leading up to meeting she even conducted a small survey where she asked customers and relevant staff for feedback on her idea. For the management meeting she prepared a Power Point Presentation which included an explanation of the new service options for customers as well as the feedback results from the survey she conducted. During the meeting, however, her idea was quickly dismissed by the operational manager due to lack of time to familiarise the staff with the new process. The operational manager did not want to listen to Amy's explanations of the new process which will save time and will improve customer satisfaction with the company. The operations manager did not even look at Amy's presentation.

After the meeting, Amy sent the operational manager an email requesting him to look at the presentation, but the manager ignored her email and did not respond. Amy took this situation very personally and started to feel unappreciated, unsupported and even de-motivated. She did not want to talk to anyone about it and began having trouble finding her job enjoyable. She stopped caring for her colleagues and customers. Everyone around Amy, including the regular customers, noticed the change in her behaviour and the whole atmosphere in the office changed dramatically.