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The Impact of Managers’ Emotional Intelligence on Dealing with Difficult Situations in the Hospitality Sector in Ireland

López, Guadalupe (2021) The Impact of Managers’ Emotional Intelligence on Dealing with Difficult Situations in the Hospitality Sector in Ireland. Masters thesis, Dublin, National College of Ireland.

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Abstract

Emotional Intelligence skills are pivotal for managers to be successful in their roles, more importantly if their jobs involve dealing with customers, employees, and difficult situations daily. In the Irish hospitality sector, most companies do not pay particular attention to this skillset when hiring a new manager. This results in high turnover rates across the industry and bad reputation for some businesses that overlook these competencies in managers.

This research project seeks to explore the benefits of Emotional Intelligence in the hospitality sector, how Emotional Intelligence affects the way managers address conflict and how relationships with subordinates could enhance if Emotional Intelligence levels were to rise, affecting managers’ performance positively and, organisational performance in overall.

This study applies a qualitative research design for the data collection, conducting semi-structured interviews with open-ended questions to get accurate and relevant information from the participants in the research. The sample group is formed of 10 managers working in the hospitality sector. A thematic analysis is executed to interpret the answers of the participants. The findings from the data analysis show that the managers have improved their Emotional Intelligence levels by learning on the job, but they still feel they do not have the necessary tools to manage some difficult situations with their employees. This produces a psychological impact as they are not ready to cope with some of the daily challenges they encounter.

This research concludes that Emotional Intelligence is crucial for managers to be successful in the hospitality sector, and some training or psychological help would be necessary in order to assist the managers on taking better decisions when dealing with difficult situations. Furthermore, the culture of organisations needs to promote Emotional Intelligence from the top to create a healthy environment.

Item Type: Thesis (Masters)
Subjects: B Philosophy. Psychology. Religion > Psychology > Emotional Intelligence
H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Hospitality Industry
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management
Divisions: School of Business > Master of Arts in Human Resource Management
Depositing User: Clara Chan
Date Deposited: 25 Jan 2022 15:58
Last Modified: 26 Jan 2022 09:58
URI: http://norma.ncirl.ie/id/eprint/5325

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