1 With reference to this particular example, what criticisms might be made of this approach, and…

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?