Ethics Case Study – 16_ Emotional Intelligence _ INSIGHTS

8/10/2019 Ethics Case Study 16_ Emotional Intelligence _ INSIGHTS

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2/27/2014 Ethics Case Study 16: Emotional Intelligence | INSIGHTS

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21 responses to Ethics Case Study 16:Emotional Intelligence

Ethics Case Study-11: Emotional

Intelligence

Ethics Case Study: 17

Ethics Case Study - 12: Emotional

Intelligence

neerajOctober 12, 201 3 at 2 :57 pm

Jy oti being a r esponsible public officer should act wit h gra ce and patience. She should not get ar oused by th e behav iour of the

members and tell them to calm down. After calming th em down, she should ask them to give all their demands in written. She

should also explain to them wh y their demands have not been met. She should assure them th at she will do every thing th at is i

her lega l power to get th e work done. Also, she should ask for their support in im plementing t he work. She should try to involv e

them in the work so that th ey for them selves can see the obstacles in implementat ion of the plan. Also, this will help them worktogether and will m ake them understand the pract icality of problems. Also, it migh t help them t o come up with ingenious ideas

and look into problems from a different a ngle an d point out t he m issing links she migh t ha v e overlooked.

As fa r a s comm ent s of th e President is conc ern ed, sh e shou ld u nder stand t ha t h e has a responsib ilit y towar ds th e people w ho

hav e elected them and his re-election depends on the efficiency of the adm inistration. She should explain him t he reasons and

assure him of prompt act ion. She should also ask him to provide some v olunteers who can keep an ey e on the progress of the wor

and help her in implementing the job.

Reply

SonalOctober 12, 2 013 at 2:58 pm

Explain how Jy othi could hav e handled the situation in the meeting a nd what should be her reaction to the Presidents insultingremarks against her?

Right to peaceful protest comes under freedom of speech, though differently motiv ated here, is still very mu ch legal. Public

serv ants are subjected to this kind of situation v ery often. She should have kept calm understanding that any of her remarks

wou ld fu rt her be abused by th em to in stig at e th e cr owd m ore a nd m ore. She shou ld h av e displa y ed em pat hy an d tr ied t o show

that she shared the concern equally and asked the agitating members to come and ta lk to her. Though, this might not hav e

stoped the premeditated set of people, but her sy mpat hetic behav iour would hav e diluted the agita tion and check its spread in

the rest of crowd. She should hav e removed heself from direct atta ck by tellin g tha t she will look wiht th e concerned depart men

and check the status with t he team(th is way she in avoiding becoming th e direct and only v illan). Amidst agitation she should

hav e announced a speedy impla ntaion an d passed a soft apology on behalf of her team . If the agitaion still kept increa sing she

should call the police as a preven tiv e measure in ca se it turns v iolent. Going forward she has to try to be more aware of the

surrounding an d come prepared.

She should avoid making im pulsive rem arks on the President as there wa s a great degree of possiblity th at th ings could become

more unpleasant as the political identity of the president would motivate him to further abuse her and get the agitated publics

sympathy towards himself. Finally she should make a formal complain about the president highlighting his non professional

and imm oral behaviour am ist a delicate situation.

-Ev ery statem ent of a public officer ha s to be responsible as there is every chan ce of misinteprat ion by people,politician, media

e.t.c to serve th eir v aring interest.

Reply

SonalOctober 12, 201 3 at 2 :59 pm

Friends pls rev iew.

Thanks,

Sonal

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Reply

Prudhvi RajOctober 12, 2 013 at 3:05 pm

It is obvious that th ere will be both support and conspiracy again st a person who is strict a nd with h igh int egrity . In the above

case when the members were unrelenting with her, she should hav e strongly maintained her stand by say ing that nothing wil

be done by passin g t he la ws/r ul es for t he ac ts w hic h i nv olv e publi c m oney /funds.. an d al so she m igh t h av e requested t he

mem bers to be patient a nd assure them tha t th e process will be completed soon. Controlling a nger in public meeting s is required

for a public serva nt as well as a politician. Now coming to the Presidents insulting r emar ks she can politely say with h im th atbein g a n el der person a nd in a r espect abl e position he shoul dnt ha v e m ade th e remar ks to a n IAS offi cer on duty , a nd t ha t i t i s

important for both of us to maintain our dignity.

Reply

Abh inavOctober 12, 201 3 at 3 :43 pm

Public serva nts ar e prone to face th ese situa tions often. Howev er, w e should not loose our cool. We should be serene, but express

ourselves clearly a nd unambiguously.

First of all, she should ask all th e mem bers including President to ma intain calm and cooperate to enable th e meeting to proceed

furth er so tha t ma tters can be sort out th rough proper dialogue. Th en she should assure th e concerned mem ber tha t the bore

well issue w ill be looked t hr oug h a nd in ac corda nce wi th law it wi ll be done a t t he ear liest . La ter she sh ould tel l t he Presiden t t o

ma intain pr oper decorum in meeting s. Of course its their r ight t o question and protest, but it s no ones right to create rucku s

and use derogatory lang uage a gainst a CEO which w ouldnt solv e the problem. She should say to President that h e being a

representativ e of people should set a good precedent by being decent in approach but n ot behav e like a obstru ctionist and any

further such a ctions would be complained at th e highest authority .

Reply

prernaOctober 12, 2013 at 7 :04 pm

short and good.

Reply

Rahul AgarwalOctober 12, 201 3 at 3 :49 pm

Jy oti, should hav e realized, that t hese are pressurizing tactics adopted by t he ZP mem bers. She should hav e said tha t she is

recently appointed in this departm ent and still understanding th e nuances of it. The outbur st by Jy oti was alay s going to be

aga inst her, as this was the cov ert motiv e to corner her during th e meeting. Thu s, she could hav e walked out or refused to

answer any question by citing lack of Information.

Regaring th e derogatory behav ior of ZP president, Jy oti should strongly r egister her complaint a gainst him to her superiors and

the Personnel departm ent of home m inistry . This ty pe of behav ior is entirely unca lled for, an d she can a lso register a plice

compaint a gainst th e ZP president un der the lega l provisions. She should also report the m atter to the political leaders at distric

and state level, citing problems in discharging administrative duties in wake of such behavior by the ZP members

Reply

sekharkothuruOctober 12, 201 3 at 4:11 pm

Jy othi, being in such a responsible position and with h is past experiences she should hav e acted in much better wa y rat her

facing th e wrat h of the people. Though total situa tion was deliberate and posing a chall enge to the y oung IAS officer, she should

be m ore pa ti ent in list enin g t o th e probl em s of the people a nd a ddressin g t hem gr ac iously . If an y person of t ha t

statur e/responsibility of Jy othis, should bear in min d that if popular deman ds are not m et or fail to acknowledge them by t he

concerned officer/department the people will feel alienated and deprived which further incites them ending up in a blame game

But, in th e giv en situation, she should not become restiv e furth er stoking the anger of the people and this givin g an opportu ne

moment for someone like the president-politician to a pass comm ents or to flay t he adm inistration, as if the president is by th e

side of the people.
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.

Instead of tha t, th e young IAS, should call the head of the concerned departm ent or MPDO to know wha t th e actua l problem is

and steps to address the problem an d if the sam e is delivered to the g ath ering, t hen people also come to know about th e officers

composure a nd also being sat isfied with the answer besides instills confidence of the people.

Reply

sekharkothuruOctober 12, 201 3 at 4:12 pm

Insight & frenz review mine and lemme know

Reply

prernaOctober 12, 201 3 at 7 :02 pm

Role an Ch ief executiv e officer is a challeng ing job. Have t o deal m any situations and face lot of criticism from people and handle

excessiv e stress at t he same t ime be effective in dispersing responsibilities. This dema nds a high em otional in telligence from th e

person in th at r ole.

Jy othi should have m aintained calm and should not ha ve lost her temper by getting emotional. She should have tr ied to

convince th em th at all t he mat ters would be addressed by a particu lar date. If the situa tion went out of her control she should

hav e walked out w ithout getting angry . This solves the issue some people in the meeting are t ry ing to annoy h er.

Jy othi should not get em otional w ith t he sort of comments she got from President, she should forgiv e him and ignore his

comments and in no case should she shout back which would make matters even worse by creating a non conducive

env ironment in her new work place and go about to explain people persuade people to give her some tim e to tackle th e issues.

Reply

dr VineetOctober 13 , 2013 at 1:21 am

y ou m ean to say she sh ould t oler at e der ogat ory la ng ua ge?

Reply

gauravOctober 12, 201 3 at 7 :48 pm

I didnt un destood

Reply

vipu lOctober 12, 201 3 at 8:24 pm

Explain how Jy othi could hav e handled the situation in the meeting a nd what should be her reaction to the Presidents insulting

remarks against her?

Jy othi has alway s discharged her duty with Integrit y bu t she lacks the leadership abilities. She should recognize that h er short

temperedness is negativ ely a ffecting her performance. Dema nd of mem bers in meeting seems impractica l as she has just joined

the office and she needs some time t o go thr ough all the files & pending tasks. Being a CEO of Zila Pancha y at, it is her

responsibility t o listen to their dema nds. Emotionally intelligent person should ignore the bad behav ior at tim e to carry on the

negotiation. Instead of losing her ca lm, she should hav e put all efforts to ma ke them r ealize that she shares their concern an d

wi ll ta ke a ct ions on t heir files at th e ea rl iest .

ZP president reacted on Jyothi rem arks. Though president has used the derogatory langu age aga inst Jyothi but h er angr y

reaction to it may furth er jeopardize the relationship with ZP president & team m embers. Anger ha s it valu e but it should be

used at the righ t tim e and right place. Her softer react ion will stop the situation from becoming worse to worst. Her imm ediate

effort should be to bring all the team mem bers & president on negotiation table. She can r eserve her protest against derogatory

rema rk and discuss it with president at l ater point of tim e.

Reply

Asrana
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October 12, 201 3 at 9:47 pm

9. Asrana

As t he m at ter of bein g a n IAS officer ,is a gr eat responsib ilt y to look in to the m at ter is conc ern ed for a new ly appoin ted a ut hor ity

to tackle with the situation ,as it is facing by jy oti in the meeting she should remain t rainquil in the m eeting by telling th e

mem ber of ZP matt er will be looked into soon rath er loosing her tem per and controlling over her em otion she should call for the

inv estigate officer to investigat e the ma tters as it is required to be implemented.

11. Making sure that the matter should be implemented or not if the matter should neednt to be implemented give evidence of

not working on the issue or is it requir ed to be implem ented giv e reasons for dely ing th e work tha t ha s to be completed earlier .

12 . As being a president he should not insult th e chief executiv e officer publicly h e should take car e of the degnity of an IAS

officer as well as himself .Jy oti must ha v e to controlling ov er her outra ge ma ke them ca lm to proceed furth er to discuss the on

going issue.

Reply

aspirantOctober 1 2, 2013 at 10:47 pm

As a CEO,su ch situ at ions a re oft en en coun ter ed by th e civ il ser v an ts bu t, a on e should ex erc ise pr oper con tr ol an d reg ul at ion

over t he expression and u se of emotions in dealing w ith h is self and others in v iew of promoting h arm ony a nd peace.

Jy othi,being a responsible officer and with help of the past experiences should hav e handled th e situation based on ev idential

support as to why there was a delay in moving ah ead with their files.She should have kept calm ra ther than reacting to such

outburst an d instead could ha v e urged President to take control of the crowd as he would better kn ow their ner v es.She could alsotake help of police functionar ies to calm down t he crowd rath er tha n react ing in such hea ted situaton. It is then,t hat she could

have explained in clear terms what were the roadblocks concerned with their demands.

On the question of reacting to the insult by the President,she should have warned him against any such further abuse and that

it is his duty to uphold the dignity of a civ il serva nt as both of them together ar e responsible for the working Zila Parishad. .Any

such act should be reported to higher aut horities for th e action to be taken.

Being a public serva nt,one should respect the right to protest and question and keep calm to work towards mutu al support,peace

and prosperity.

P.s. : plz rev iew.

Reply

dr VineetOctober 1 3, 2013 at 1:18 am

Abi lit y to con tr ol em otions i s nec essar y at tr ibu te r equir ed in an y profession w hi ch requi res dea lin g w ith m an y people. It

becom es muc h n ecessar y for a n h onest c iv il ser v an t.

In part icular ca se, jy othi should hav e understood the intention of members to harass her and should hav e replied them with

patient an d conv incing answers. She should hav e politely answered tha t she would go thr ough all th e files and will saction the

projects according to m erit.

She has to have a level of maturity in her behav ior and tone down the a nger.

She should a pologise for th e m isconduct.

Regarding insult, she should complain to appropriate authority.

As fa r a s pun ishm ent postin g is c oncer ned, she h as t o un derst an d th at post of CEO com es wi th im mense opport un ity to w ork for

development of rural ar eas. She should take it as a challenge and not punishment .

Reply

vinsOctober 14, 201 3 at 8:23 am

Along w ith honest a nd in teg ri ty good tem pera ment is a pr erequi site for a civ il ser v an t, sinc e an y em otions di splay ed will be

alway s taken advant age of.

Since the president and his members came premeditated to annoy the CEO, she must be careful that any wrong move from her

wou ld in flic t a ru cku s. Sin ce h er expl an at ion t ha t sh e will look in to fil es an d dir ect th e conc ern ed offici al s did not ca lm th e

agita tion,her next step must be to ma ke agitat ors understand th e situation from her side and explain the obstacles in

sanctioning the borewells. She must invite ideas from them to tackle the problem, this will dilute the agitation.

Regarding the insult she mu st mainta in composure and mu st negotiate wit h them , since any em otions displayed will be alway s
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taken adv ant age of by t hem a nd remar ks by t he president should be taken car e of later. President mu st not be left without

taking legal action, since it will set an example that derogatory a nd unparliamentary behavior will lead them to negotiation.

Reply

panzyOctober 14, 2 013 at 9:05 pm

Patience is one of the foremost requirem ents for a civ il serva nt, w ho has to face pressure situa tions in ev ery day dealings. Such

and easy display of anger a nd impatience shows inexperience, imma tur e handling a nd lack of control (over oneself as well as th

situation ).

Jy oti should have m aintained her calm and composure as such ra sh behaviour would only corner her a nd make th e situation

wor se for h er. First , t he m em ber s shoul d be a sked to cal m down an d assured th at th e issue shoul d be discu ssed an d eli cit th eir

cooperation. She should express solidarity with the m embers concern about the issue and share t he difficulties being faced abou

the project. The goals of public serv ice and welfare ar e common to the civil serv ant a s well as the politician. Howev er, proper

processing and careful scrutiny /exam ination are also a very important a spect of public serv ice. Howev er, she should assure

them that she would look into the ma tter urgently and deal with it on a priority basis.

Wha tev er h er rea cti on, t he Presiden t h as for gott en t he d ign ity an d responsibil ity of his posit ion. She shoul d ha v e ca lm ly told

him tha t she would do the best in her position, but not with out their cooperation. As the m atter was alr eady u nder process, she

wou ld soon r eport abou t it . A lso, she shoul d ha v e told th at she r espects th e m em ber s rig ht to ex press a nd pr otest but expects of a

proper langu age and conduct from the President in an official deliberation. Later, she could hav e warned him a gainst any such

mishappenings in future.

Reply

NBOctober 1 5, 2013 at 12 :01 am

This kind of situa tion do arises in politico-admin env ironment of our governa nce struct ure. Wh ere politicians are supposed to be

sensitiv e to the needs of people and administra tion with ful l zeal has to implement th e program mes and policies implementing

those public sensitiv ities. Borewell is a serious issue an d inv olves larg er question of basic need of water. So at out set Jy othi mu st

understand this is very important issue. And since members are motivated they will create ruckus. Better would be to try to

pacify th em by keeping cool and composed behav ior. Assurin g them t hat she will come back to them in tim e bound ma nner and

wi ll addr ess th e issue im mediatel y . Ev en i f th ey cont inu e she can a t best sh ow h er cool an d ca lm tem per w ith out get tin g m oved

by th em .

Furth er, in a scenario where Zila President ha s used derogatory words against her ha s to be seen in light of the situat ion. Firstly

she should make clear to Zila President later on that derogatory remark against her are against the ethics and civility of Personma nning Zila President. However, she should apologize for her short temper behav iour and should clearly tell him t hat h er role

here is to serv e common people through peoples representativ e and she will w ithin a short time keep up th e aspirations of peopl

and in coordination wit h m embers of Zila Panchay at m embers will address all the problems.

Reply

MohitOctober 18, 201 3 at 1 :00 am

Jy othi should not hav e got angry while reacting to the unr elenting ruckus created by ZP members. A y oung IAS officer wh o ha

a reputa tion of impeccable integrity should know th at such in cidents could be created to unsettle her in a new job. Since the

mem bers were creating a ru ckus without listening to her assurances, she could hav e signalled the President to hav e a word with

her in priv ate and assured him that action would be taken on the demands and that m eeting should continue without furth er

disruption.

As r ega rds t he fur th er c our se of act ion in rel at ion t o th e President s der ogat ory rem ar ks, sh e should fi le a comp laint wi th th e

higher authority or a woman grievance redressal cell of the ZP (if there is any) regarding his behavior and make sure he is

brou gh t t o just ice w ith th e re la ted p un ishm ent .

Reply

PavanDecember 16, 201 3 at 4 :40 pm

Managing ones emotions and so as others is an im p trait to be observed by any public official. In this case, Jy othi with her

emotional outburst h as demonstra ted her la ck of EQ to handle troublesome and irking situa tions.

Since Jyothi was well aware of the pressure tactics being played by the political members, she should ve handled that situation
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wi th ca lm an d seren e. In su ch situ at ions it wou ld be better to answ er t he Presiden t di rec tly abou t t he ongoin g pr ocess an d cause

for logjam in the projects.By takin g President into her confidence she could hav e requested him to calm h is party mem bers.

The President ha s demonstrat ed his true colours by abu sing a public official a nd so as a woma m. She could form ally lodge a

complaint ag ainst his v erbal abu se with the Chief Secretar y of the state. She ca n also inform N ational Comm ission of Women

about the pressure tactics,v erbal abu se and other forms of harassment m etted out to her to influence her functioning. If both th

action doesnt lead to satisfactory developments, she could atlea st request the Chief Secretary to transfer her to new dept. A

media exposure w ould also bring th e President in public doma in ther eby r eceiving t he wra th of public for abusing a w oman.

Reply
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Ethics Case Study – 16_ Emotional Intelligence _ INSIGHTS

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