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1 With reference to this particular example, what criticisms might be made of this approach, and of the concept of ‘emotional intelligence’?
2 Why might Hotel Co., following the introduction of the new ICT system, be described as an ‘emotional cauldron’? What does this mean – for staff, for senior managers and for customers?
3 What key aspects of managing change at Hotel Co. did senior management overlook?
4 What impact has this had on staff, and on customers?
5 In addition to the additional training courses they are offering, what measures might be introduced to address some of the difficulties the organisation faces in this current situation?