Introduction

In the case study presented, CiCi and Daisy from the customer service
department encounter difficulties with efficient communication and knowledge
transfer. The case emphasises the application of emotional intelligence theories,
specifically the Daniel Goleman's model, to comprehend and correct the issue.
It highlights the crucial role that emotions play in communication breakdowns.

Role of Emotions in the Case Study

 Emotional Impact on Daisy: Throughout the case study, Daisy goes
through a range of emotions. She initially experiences a mix of pressure
and enthusiasm as a result of being chosen for the new process training.
She does, however, also feel anxious and hesitant due to her previous
unpleasant interactions with CiCi. Daisy feels overburdened and
perplexed as CiCi describes the new procedure. She finds it difficult to
understand the material, which causes her to feel frustrated. Her sense of
CiCi's impatience also makes her feel inadequate and self-conscious.
These unfavourable feelings eventually reach a breaking point where
Daisy is overcome with tremendous anxiety and panic, leaving the room
without warning and later collapsing in her car.

 Emotional Impact on CiCi': CiCi's emotions can be seen in her actions.

She initially has feelings of pride and accountability for being selected to
instruct Daisy in the new procedure. Nevertheless, CiCi is irritated and
frustrated as Daisy's comprehension problems persist. She speaks louder
and more slowly as a result of these emotions, which further obstructs
efficient communication. CiCi's perplexity and astonishment at Daisy's
abrupt departure show that she is unaware of the emotional struggle
Daisy is going through.

Theory and Application

The case study demonstrates how several psychological theories about
emotions and interpersonal dynamics can be applied:

1. Emotional Intelligence (EI): The capacity to identify, comprehend,

and control one's own emotions as well as those of others is referred to
as emotional intelligence. CiCi's lack of emotional intelligence in this
situation was a factor in the communication failure. CiCi may have
 changed her strategy to be more encouraging and empathic if she had
been more aware of Daisy's emotional state.
2. Attribution Theory: This theory describes how people perceive and
assign causes to behaviour, both their own and other people's. The
attribution theory can be used to interpret CiCi's displeasure and
Daisy's self-doubt in this situation. Daisy ascribed CiCi's actions to
judgement, whereas CiCi blamed Daisy's inquiries on incompetence.
For efficient communication and conflict resolution, one must
comprehend these attributions.

3. Communication Climate: According to the communication climate

hypothesis, it's critical to foster a welcoming and honest atmosphere
for productive communication. Daisy's nervousness and CiCi's
impatience made communication difficult and hampered the flow of
information. Daisy's worries could have been allayed, and the
educational process could have been improved, if CiCi had created a
supportive and understanding environment.

The Emotional Intelligence Theory of Daniel Goleman

In order to improve interpersonal interactions and general wellbeing,

Daniel Goleman's idea of emotional intelligence highlights the need of
understanding and managing emotions. Self-awareness, self-regulation,
motivation, empathy, and social skills are its five constituent parts. The
dynamics between CiCi and Daisy are better understood when this theory
is applied to the case study.

 Awareness of Oneself Daisy is overcome by unfavorable emotions

because she lacks self-awareness regarding her emotional state.
She is unable to identify and control her mounting worry and self-
doubt. CiCi, on the other hand, is just concerned with
communicating the knowledge and doesn't seem to be aware of
Daisy's emotional issues.
 Self-Regulation: CiCi and Daisy both have trouble with it. Daisy
panics and makes a fast getaway because she can't control her
emotions. CiCi's inability to control her annoyance and impatience
has a severe effect on the way she approaches teaching.
 Empathy: Empathy entails comprehending and taking into account
the emotions of others. CiCi fails to show sympathy for Daisy's
 perplexity and emotional state since she keeps her attention on
herself. Daisy's worries about CiCi's perception of her IQ are a
reflection of what Daisy feels to be CiCi's lack of empathy.
 Social Skills: Collaboration and effective communication are key
components of social skills. CiCi and Daisy's inability to
communicate effectively serves as an example of their poor social
skills. Daisy's demands aren't met by CiCi's strategy of repeating
things loudly, and the problem is made worse by Daisy's inability
to express her worries.
 Motivation: Daisy is clearly driven to succeed in her career since
she puts pressure on herself to grasp the new procedure. Her
negative feelings, though, make her less motivated. CiCi's
motivation seems to be centered on sharing knowledge yet she
lacks the drive to comprehend Daisy's viewpoint.

Contextualizing Goleman's Theory

According to Goleman's model, the lack of emotional intelligence abilities in
the case study is a factor in the breakdown of communication between CiCi and
Daisy. The inadequate teaching method is caused by CiCi's failure to identify
and control her impatience and Daisy's emotional anguish. CiCi could have
modified her teaching technique to fit Daisy's learning preferences and
emotional condition if she had worked on her self-awareness, empathy, and
social skills.

Critical Evaluation
There were several problems that caused the communication to break down:
 Daisy's learning needs were not met by CiCi's communication style,
which led to confusion and frustration. CiCi overlooked Daisy's
requirement for contextual linkages, assuming that simplifying ideas to
their most basic forms would be sufficient.

 A lack of empathy was evident in CiCi's impatience and her

undercurrents of annoyance. This gave Daisy the impression that CiCi
didn't think she was capable, which caused her to experience emotions of
inadequacy and self-doubt.
  CiCi believed Daisy's inquiries showed a lack of knowledge of even the
most basic aspects of the procedure. This presumption made it more
difficult for CiCi to identify the actual issue and modify her strategy.

What may have been different?

Adaptive communication: CiCi ought to have understood Daisy's learning
preferences and modified her approach accordingly. Daisy might have
learned the principles more quickly if someone had given her relatable
examples and visual aids.
 Patience and Empathy: CiCi needed to be patient and empathetic
with Daisy as she was learning. Daisy might have felt less anxious if
someone had acknowledged and addressed her worries.

 Two-Way Feedback: By encouraging Daisy to share her thoughts on

her educational experience, CiCi may have modified her teaching
style accordingly.

Self-monitoring, self-analysis, and self-change concepts

 Self-Monitoring: This term describes a person's capacity to monitor and
control their actions and reactions in social contexts. In the case study,
Daisy's increased self-awareness led her to believe CiCi was judging her,
which precipitated her emotional collapse.

 Self-analysis: Self-analysis entails contemplating one's feelings,

thoughts, and actions. Daisy's self-analysis led her to question her skills
and worry about the repercussions of any perceived failure.

 Self-Change: Self-change refers to the process of altering one's attitude

or conduct. Daisy's self-change involves her having a strong emotional
response to her poor self-perceptions, which led to her quitting her job.

I would have handled the scenario by

 Understanding Daisy's Learning method: Determining Daisy's preferred
learning method (visual, aural, or kinesthetic) would have helped me
adapt the training strategy.
  Creating a Friendly Environment: Daisy would feel more comfortable
asking questions and sharing concerns if there was a welcoming
environment in place.
 Building on Prior Knowledge: Daisy would be better able to understand
and recall the material if it were linked to her prior experiences and
knowledge.
 Giving Regular Feedback: Regular feedback sessions would guarantee
Daisy is making progress and resolving any issues as they arise.
 Promoting Self-Reflection: Daisy's motivation and self-esteem would
increase if she were encouraged to consider her learning process and
recognize her accomplishments.

Conclusion
The case study underlines the significant influence that emotions have on office
communication and the crucial role that emotional intelligence (EI) plays in
resolving such situations. This examination clarifies the nuances of emotions
and their repercussions in professional relationships through the perspective of
Daniel Goleman's EI model.
The instance graphically illustrates how feelings can obstruct productive
dialogue and education. CiCi and Daisy were unable to connect and work
together because of strong obstacles such as frustration, worry, impatience, and
self-doubt. These feelings not only affected how they perceived things, but they
also prevented information from being shared and an environment that was
good for learning from being created.An obvious solution to these problems is
revealed by Goleman's EI theory. Self-awareness is encouraged so that people
like CiCi may understand their feelings and how they affect others. Self-
regulation enables people to control their irritability and impatience, opening
the door for sympathetic responses. In this situation, CiCi's self-awareness
would have led her to modify her instructional strategy to meet Daisy's learning
needs, exhibiting empathy and tolerance.
Building strong relationships through social skills and empathy, two crucial
elements of EI, is crucial for effective communication and learning. If CiCi had
accepted these elements, the emotional climate might have changed, fostering
communication and collaboration. Similar to how Daisy's emotional intelligence
would have enabled her to seek help without worrying about being judged and
to effectively convey her struggles.This case study emphasizes the value of
fostering an environment of caring communication where feelings are
acknowledged and addressed. In essence, emotional intelligence acts as the link
between technical expertise and successful communication, fostering goodwill
and increasing total workplace productivity.
Finally, the CiCi and Daisy instance serves as an illustration of the critical
function that emotions and emotional intelligence play in professional
communication. It emphasizes that while technical expertise is important,
emotional intelligence is the key to fostering understanding, teamwork, and
personal development. Individuals and organizations can create more
sympathetic, effective, and peaceful work environments by utilizing the
principles of emotional intelligence.