Previous customer numbers were decreasing, and customer complaints were
increasing. He reviewed the report with his staff. When he asked for input, his request
was greeted with silence. He sensed an uneasy feeling in the room.
1. Do you believe that Max is practicing Emotional Intelligence (EI)? Discuss
why or why not and give specific examples.
2. Has Max been effective as a leader? Discuss why or why not and give specific
examples.
3. What can Max do to change the culture that now exists at his organization?
Employees are leaving and customers are complaining. Discuss strategies as it
relates to communicating and building trust among employees and customers.
