Diana's Disappointment: The Promotion Stumbling Block

Case Overview
Diana is a General Manager who wants to Become a District Manager. But she
was failed to get promoted at the last district manager interviews. She was so
shocked and upset about not getting promoted.
Diana thought she is qualified for the position due to her performance at
work. She manages her restaurant completely by the operational manual book,
meticulously adhered to policies and procedures and rigorously controlled
expenses. In result, her restaurant sales are growing -in spite of new
Competitions in the market and she received are relatively few customer
complaints. The only things that is little out of the line was the higher turnover
Among her staff.
Diana not too concerned about this. However, the reason for this situation is
Because she had a high standard for both herself and her employees. She did
not think she should bend the rules for anyone, for whatever reason. It was her
responsibility to the make the restaurant was managed strictly in accordance
with the operation manual, and she could not allow deviations. Even Diana was
called as "ice maiden" by her employees because of her way of management.
Case Analysis
This is according to question no 1
We will start to examine Diana's case within the framework of emotional
intelligence domains form a hierarchy -which is from Lowest to the highest, of
self-awareness, self-management, social awareness and relationship
management.
Emotional intelligence (EI), as we know is a set of competencies that allow us to
perceive, understand, and Regulate emotions in ourselves and in others. EI can
be organized into four dimensions representing the recognition of emotions in
ourselves and in others, as well as the regulation of emotions in ourselves and in
others.
The first dimension from EI, the Lowest dimension, is self-awareness. It Refers to
having a deep understanding of one's own emotions as well as strength, values,
and motives. In Diana's case, we can see that she have a high selfawareness. She knows what she wants; being a district manager. A desirable
position for any general manager, like her, and was her goal since she Began
working in the industry.
She knows, or thought, that she was even more than qualified for the position
due to her performance and track record. Growing sales, well managed
restaurant, few customer complaints -she was technically competent! It is no
doubt that Diana knows her strength (ability to manage the restaurant), values
(hard working, loyalty), and motive (being a district manager) very well.

The second dimension is self-management. It represents how well we control or

redirect our internal states, impulses and resources. It also Involves an inner
conversation that guides our behavior.Diana have capability to manage herself in
order to reach her goal. She already prepare herself to be a district manager
since a long time. She Also Able to not let her feeling take over the control of her
performance. She only focuses on how to run the restaurant and Become a
district manager. She even named "ice maiden" by her staffs.
She is a loyal employee for her company. She was display integrity between
herself and the restaurant, and Able to maintaining the drive to perform
well. She Gave her best performance and do it strictly. Also she sets a high
standard for herself to push her work harder and better.
However, at the end, when she was told that she would not be promoted to be
district manager, she can not control her emotions and left the meeting room
before the meeting is finished. Her self-management was collapse, left her in a
crushing disappointment.
The third dimension is social awareness; it is mainly about empathy -having
understanding and sensitivity to the feelings, thoughts and actions of
companies. This includes understanding another person's situation, experiencing
the other emotions, and knowing Reviews their needs even unstated. At this
dimension, Diana was not good enough.
Diana rarely paid attention to what her employees said. She never think about
her feeling toward Reviews their employees work overload, Reviews their tight
ship, until the unfriendly work environment. She always think that everything's
just fine since her restaurant always met it's target of finance. The interactions
between Diana and her employees happened mechanically Because she Seemed
aloof from them.
Diana was too focused on her goals and the restaurant that she put aside the
importance of paying attentions to her staffs. It seems like she only use the
employees as her "helpers" to reach her own ambition. She never even try to
talk and listen -she keep a distance from her staff, to what her employee feels
and needs. For her, it is no need to do that Because it is not connected -directly,
to the work.
The fourth dimension, and the highest in the hierarchy of EI dimensions, is
relationship management. It is Refers to managing other people's emotions,
linked to a wide variety of practices;inspiring others, Influencing people's beliefs
and feelings, developing other's capabilities, Cultivating relationships, etc. And
because of Diana was bad in social awareness, she bad Also in this dimension.
From here question no 2 starts
The high number of Among her turn-over of staff is a clear indicator that shows
Diana was not Able to manage the relationship between she and her staff. She
fired three employees because of they Decide to try a new tactic customer
service -which is she called innovation they dreamed up, rather than complying

with the established process. She was not about to let anything to change her
successful management strategy. Here, we can see that she was not Able to
allow her Reviews their staffs develop new capabilities.
Until here, we can infer that Diana's Emotional Intelligence is not good
enough. We can say that Diana have a middle to low EI, Because her
interpersonal relations was not good and she could not give a good performance
in jobs requiring emotional labor. It is no wonder that Diana have a good
capability to manage herself. But when it comes to manages the relationship
between she and her staff, we could not say that she did it well. She is not Able
to manage her staff's emotional aspect. It is Because she never try or care to
really "touch" them.
In result, there is a gap between Diana and her staff. Creating a situation where
finally no longer feels her staff can not stand with her and Decide to leave the
restaurant. That's why the turnover Among her staff is high. Other good manager
would think what was wrong, is it really because of the employee's mistake or it
is pure from his or her own mistake, Reviews their leadership style for
instance. Otherwise, she looks at this situation as "personality differences" or
"miscommunications" over her directives.
Then, if Diana want to be promoted in the future, she had to develop her abilities
in managing the relationship. She must learn how to be more empathic to the
other's feeling, in this case her employees' feelings. She had to pay more
attention to her staff's feelings, Reviews their wants, need, emotion. Perhaps,
Also she would have to change her leadership style, roomates IS ALSO influenced
by her lack of ability to manage other's emotions.
The company should help Diana's developmental effort. It is to waste if at the
end a potential, a hard worker and loyal employee like Diana only hold the
responsibility as a general manager. And so, they should send Diana to the
Emotional Training Program.
But the homework does not finish here. After Diana Followed the training
program, she must be Able to perform her new abilities in managing other's
emotions. Therefore, Diana others should be given effective way to improve her
personal coaching EI trough, plenty of practices, and frequent feedback.