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.
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