Discuss about the Emotional Intelligence for Case Scenario.
This coaching session is conducted to assess and remove the performance issue that has occurred in the working of an employee I am leading. The focus of this coaching session will be mainly on exfoliating the abilities, and performance of an individual, through providing support and assistance. The coaching session will help in the development and enhancement of skills required for performing well, maximize the potential, and become a proactive individual who is more focused and developed (MacCann, 2010).
As the case study states, Pat is the star employee of the company; he excels in dealing customers and providing them excellent services. As the leader, I asked Pat to share his work experience with us. I requested Pat to help in making this coaching session more interesting as well as knowledgeable by describing his personal experience of his performance, tasks he completed, personal situations, obstacles he faced during the execution of his tasks, his experiences with the customers, and how he managed to overcome all the barriers and performed his best. I also asked him about his work-profile and the meaning of satisfaction level for him regarding his job.
The base of this coaching session is the developing emotional intelligence model found amongst us through empathy, and through our listening skills. The skills of emotional intelligence can be learned and developed, and improved through the process of learning and practicing new skills. Therefore, the focus of this coaching session is on empathetic listening and the benefits that can be used for the betterment and development of the organization, and for the development of relations with the team-members.
A good team spirit and collaboration in all the team members is very important for the better growth of the organization. Emotional intelligence is an important part of the development of all the employees as an individual and as a team. Emotional intelligence plays an important when planning for the completion of organizational goals with the help of human resources, adversity management, change adaptation, management development, customer services, and many other things. Therefore it is not wrong to say that effective awareness and management’s emotions and of others are the main components and personality part that leads to the accomplishment of goals successfully (Sue-Chan, Chen, & Lam, 2011). The case study shows that performance-wise Pat is very work-oriented and completes his tasks with full efficiency, dedication, and excellence. If comes to rating, then Pat will get full stars for his work-performance, he is always able to reach his sales targets, and customers rating is also very good. All the qualities and skills required of a successful leader are there in Pat, which makes him a potential leader of future. However, there are some points where Pat is lacking and that are the emotional intelligence. It has been observed in the last few months that Pat is unable to work in collaboration with other employees, which is affecting his performance and creating a hindrance in the growth of the organization. Many people feel uncomfortable working with him because he does not work as a part of the team. This shows that Pat lacks self-awareness and empathy.
The previous report card of Pat’s work performance says that the skills and working capabilities required for achieving the organizational targets are there in him. Though, it is necessary that all the team members work as a team for the growth of the organization. To become an effective leader with all the required skills, Pat needs to develop the emotional intelligence skills. The overall work climate is getting negatively influenced by the selfish attitude of Pat. The team cannot rely on Pat’s expertise for serving customers because he lacks the self-awareness and empathetic attitude. Pat’s lacking is affecting the team’s ability to manage the customers effectively. It is important that Pat understand himself, his main purpose, doings, response, behavior, and understanding others, their emotions, and their feelings as well. More working experience in collaboration with other members of the team is required for Pat. He needs to develop the quality of emotional intelligence, and he must be aware that how his behavior is affecting the serving of the customers. To better understand the others feelings and respecting their emotions the quality of empathy is very important. Therefore, it is clear that Pat needs to work on the development of empathetic listening skills that is also known as active listening or reflective listening that will help Pat to improve mutual understanding and gain trust among other employees. If Pat works on his weaknesses, he will be able to perform well and improve his relations with other employees.
There are some extra skills that will be helpful for Pat if he develops them. They will help Pat in reaching professional, personal, and team goals. One of it is working in a team and with a team. He should experience managing more people to further explore his leadership skills. He also needs to work and perform well in his role in reaching the sales targets and for better customer satisfaction. Hence on reviewing the strengths, performance, and weaknesses of Pat, it is necessary that the quality of emotional intelligence should be developed by Pat in himself. To develop these skills, it is essential for Pat to work in a team and learn to lead a team in the small projects which will give him the learning experiences. Then he can use his expertise to attain the success in reaching targets and be a part of the team.
Bringing the will in Pat to work on his weaknesses and perform effectively, I offered Pat to work in a team. I also asked him to attend few training sessions on the topic of team work as it will help him to learn to work in a team and attain success. I organized a team of seven employees who has already worked with Pat in previous projects to make it comfortable for Pat to learn and develop his skills of listening and empathy. Pat will be leading the team, and he will be giving his expertise to his team mates whenever they need it. It will be Pat’s duty to train his team and try to build a positive work climate. This will help Pat also to become an effective leader by leading his team and making them attain the goals of the organization. While Pat is leading a team, I will give him training regarding his lacking, so that he can utilize them in leading his team. Meanwhile, I will take the feedback on Pat from his team members to check the performance level of Pat and improvement that he gained during the process.
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Coaching phase |
Activities/questions |
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Introduction |
? To develop and enhance the skills required for the growth of the organization ? To describe his work experiences and success. ? To describe the issues and challenges that Pat faced and steps he took to overcome them |
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Goal |
? What are his personal goals? ? Where he find himself standing in the coming two years> ? Is he skilled enough to attain his objective? ? Does his team take him and his leadership seriously? |
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Reality |
? Where you find yourself in the present times? ? Working in collaboration is important or not? ? How are you going to justify your performance as a team member? ? Does he think that he is a good leader? ? Does his working style and interpersonal skills hindering the working style of the other employees? ? How does he want to help his team in increasing their skills by using his expertise? |
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Options/ |
? What skills he feels are lacking in him, and he should learn them? ? What lacking should he work on? ? How he define the performance gap? ? What can act as a barrier in his path to success? |
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Will |
? What should be done according to you for improving your performance? ? When is the correct time for it? ? Is training necessary for you to work in a team? ? What factors motivate you to learn and improve? ? Do you review your progress? |
References
MacCann, C. (2010). Further examination of emotional intelligence as a standard intelligence: A latent variable analysis of fluid intelligence, crystallized intelligence, and emotional intelligence.Personality And Individual Differences, 49(5), 490-496.
Sue-Chan, C., Chen, Z., & Lam, W. (2011). LMX, Coaching Attributions, and Employee Performance.Group & Organization Management, 36(4), 466-498.
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