Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

 
INTRODUCTION 
With hospitality being a diverse industry, in terms of the clientele and employees, managers with high 
emotional intelligence (EI) are more likely to effectively interact with socio-economic, multicultural, and 
educationally dissimilar populations. EI is often the difference in success or failure in managing encounters with 
both internal and external guests. The EI skills needed for leadership success include empathizing with 
subordinates; accurate assessment of their own and others’ emotions, as a tool for choosing strategies to maximize 
results and produce positive outcomes; communicating vision and enthusiasm; and creating constructive 
relationships with followers (Ashkanasy, C.E.J. Hartel, & Daus, 2002; Carmeli, 2003; R. K. Cooper, 1997). While 
most of these behaviors are not considered unusual in western cultures, they are not typically the norm in eastern 
cultural behaviors.