Diana Gillen s Disappointment!!

Case Overview:
Diana is a General Manager who wants to become a District Manager. She failed to get promoted at the last district manager interview. She was so shocked and upset about not getting promoted that she decided not to sit for the interview this time around. However she convinced her self at a later stage.

Case Overview:
Diana manages her restaurant completely by the operational manual book. In spite of new competitions in the market, she ran the restaurant successfully, received relatively few costumer complaints, etc. The only thing that was a little out of the line was the higher turnover among her staff which didn t seem 2 perturb her too much as this was a consequence of Diana setting very high standards for herself and her staff.

Case Analysis:
We will examine Diana s case within the framework of Emotional Intelligence as a tool. EI is a hierarchy from the lowest to the highest, of self-awareness, self-management, social awareness and relationship management.

Case Analysis:
Self Awareness: Growing sales, well managed restaurant, few costumer complaints -she was technically competent! It is no doubt that Diana knew her strengths.

Case Analysis:
Self Management: Diana had the ability to manage herself in order to reach her goal. She had already prepared herself to be a district manager. She was also able to not let her emotions take over the control of her performance. However, when she was told that she would not be promoted to be district manager, she couldn t control her emotions suggesting that she didn t have a strong hold on her emotions.

Case Analysis:
Social Awareness: Diana ran a pretty tight ship!! She rarely paid attention to what her employees had to say. She never thought about her employees feelings toward their excess workload, etc. The interactions between Diana and her employees happened mechanically because she seemed aloof to them.

Case Analysis:
Relationship Management: Because Diana was bad in social awareness, she automatically became bad in this dimension too.