Abstract
M.B.A.
Applications of Emotional Intelligence in the workplace are almost infinite.
Emotional Intelligence is instrumental in resolving a sticky problem with a coworker,
closing a deal with a difficult customer, criticising your boss, staying on
top of a task until it is completed, and in many other challenges affecting your
success. Emotional Intelligence is used both interpersonally (helping yourself)
and interpersonally (helping others) (Weisinger, 1998:xvi).
One of the most difficult and rewarding practices of emotional intelligence is to
help others help themselves (Weisinger, 1998:181). A work organisation is an
integrated system that depends upon the interrelationship of the individuals who
are part of it. How each person performs affects the company as a whole.
That's why it is important to the success of the company not only that all
employees perform to the best of their abilities but that they also help others do
the same (Weisinger, 1998:183). A general attitude toward one's job; the difference between the amount of
rewards workers receive and the amount they believe they should receive. A
person's job is more than just the obvious activities — it requires interaction with
co-workers and bosses, following organisational rules and policies, meeting
performance standards, living with working conditions that are often less than
ideal. Therefore job satisfaction is not straight forward (Robbins 1996: 190).
Service variability refers to the unwanted or random levels of service quality
customers receive when they patronise a service. Variability is primarily caused
by the human element, although machines may malfunction causing a variation
in the service. Various service employees will perform the same service
differently and even the same service employees will provide varying levels of
service from one time to another. Unfortunately, because of the variability
characteristic of services, standardisation and quality control are more difficult
(Kurtz & Clow 1998: 14). To ensure quality at the source refers to the philosophy of making each worker
responsible for the quality of his work. This incorporates the notions of do it right.
Workers are expected to provide goods or services that meet specifications and
to find and correct mistakes that occur. Each worker becomes a quality inspector
for his own work (Stevenson 1996: 103).
This dissertation is therefore looking at the different viewpoints of experts on
emotional intelligence and to identify characteristics important to render quality
client service.