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[Ethics Case Studies] Emotional Intelligence


Syllabus mapping

Paper 4 | Ethics, Integrity and Aptitude | Emotional intelligence- concepts, and their utilities and application in administration and governance


Note4Students

This initiative is a part of Target Mains programme for Mains 2017.

You can post your answers in the comment section. But mentor review of answers will not be available. Just like various other CD community initiatives, this will also be a peer-to-peer review exercise.

Model answers are available below in PDF format and can be used for personal evaluation.


Question 1:

You are heading a disaster relief volunteer team in a district which has witnessed flood on a large level. The floods have caused huge losses. It has been five days since your team is working day and night. Your team, at this point of time is highly exhausted.

Why do such operations loose energy and enthusiasm after some period?

Which qualities of the person heading the operation are tested?

How will you motivate the team to work in such a situation? Discuss the various options.

 

Question 2:

You are posted as a police officer. You get a call reporting a road accident where two persons are severely injured. When you reach the accident place, the persons are lying unconscious. You instantly arrange an ambulance for them. However, when lodging the FIR when you ask people present at the site of the accident to be a witness, nobody comes forward.

Do you think the state has failed to provide protection to such witnesses?

What actions do you suggest to protect the interests of good Samaritans in case of road accidents?

 

Question 3:

You are posted in a district as DM. The agriculture sector has been hit severely this year in your district due to bad rains. There has been an increase in farmers’ deaths due to suicide. Due to this crisis faced by farmers, there is a protest on the main highway passing through the district.

During the protest, two innocent farmers got killed by a bullet fired by police. They were the sole bread earning members in their families. This made the situation more intense. People have blocked the highway and are sitting
with the dead bodies.

How will you pacify the crowd? What are the various options before you? Discuss them with their merits and demerits suggesting which course of action will you take and why?

Questions, suggestions and comments


  1. vineela k

    Where are the answers?

    1. Confused Billi
      1. vineela k

        thank you

  2. RAHUL JAIN

    Q3:
    KINDLY REVIEW 🙂
    WORDS:320
    Agriculture distress has been a contentious issue in recent times and the most affected of all is the farmer-which is the centre of the entire agriculture sector. Unfortunately, such protests have been a common occurrence in recent times(Maharashtra,MP etc.). It is in this context that we need to analyse the given case.
    The topmost priority is to pacify the crowd and then take further steps. In this context, the various options are available are:
    1. No action by the administration and wait for the protest to die out itself:
    MERITS:
    No untoward incidents like innocent deaths or administrative excesses.
    DEMERITS:
    a. Would be seen as escaping from the responsibility by the administration.
    b. Would further increase the trust deficit between the administration and the people and also question the legitimacy of the administration.
    c. Thirdly, may also lead the situation going out of control thereby causing inconvenience to the general public, man and material losses etc.(e.g. Panchkula incident)

    2. Hard steps like lathicharge and tear gas firing:
    MERITS:
    Would be a quick fix to the protests.
    DEMERITS:
    a. Innocent killings/ injuries may take place thereby strengthening the accusations of administration excesses(e.g. often said in Kashmir context)
    b. May not resolve the root causes of the problem and fuel unsatisfaction among the people.
    c. Possibility of a re-occurrence of the protest is not ruled out.

    3. Dignified cremation to the farmers, compensating their families-financially, job offer etc.- and talks with the protest leaders:
    MERITS:
    a. Would pacify the crowd(families of the killed too) and restore public order.
    b. Would send a message to the people that the administration is responsive to their grievances and is citizen-centric.

    In my opinion, the third option is the most suitable for the short term measures. However, in long term, structural measures in terms of reviving the agriculture sector should be undertaken.The govt has taken steps in this respect- including extension of formal credit, subsidy rationalisation(DBT,JAM etc.), overhauling the supply chain(e-NAM,APMC etc.), crop insurance(PMFBY etc.)

  3. RAHUL JAIN

    Q1:
    KINDLY REVIEW 🙂
    WORDS:260
    Disaster management is one of the important components of the public service and is often a litmus test for the administration and for the administrator to provide fast, effective and efficient disaster relief .In this case however, the team is exhausted after working continuously for 5 days.
    a. Enthusiasm is lost because:
    1. Scale of disaster and its aftermath often overwhelms the relief teams which leads to the feeling of de-motivation, helplessness etc.
    2. Secondly, relationships between various agencies(e.g. lack of coordination,resource sharing etc.) are also strained.
    3. People’s expectations of administration relief measures are at times incoherent with the reality which also plays a role.
    4. Media attention also ebbs out after a few days which further aggravates the situation.
    5. Finally, the limitations of human body too come into picture.

    b. Various qualities that are tested are:
    1. Leadership- To lead the relief measures continuously, coordinating with different agencies and against all odds.
    2. Emotional intelligence- The qualities of stress management,empathy,compassion(with the victims), motivation etc. are tested the most at this point.
    3. Being responsible for the relief measures.

    c. How to motivate them:
    1. Quoting the messages of great leaders and administrators(Gandhiji, Sardar Patel etc.)
    2. Secondly, reminding them of their duty to public service, commitment to public interest,ethical values,etc.
    3. Thirdly, quoting relevant examples from other regions(states,countries etc.) can also help.
    4. Fourthly, encouraging them by monetary and non-monetary rewards in lieu of doing the duty.
    5. “Walking the talk, leading from the front”- by personally doing the relief work so as to set an example for the juniors(as often seen in the armed forces.)

  4. Kunal Aggarwal

    Question – You are posted in a district as DM. The agriculture sector has been hit severely this year in your district due to bad rains. There has been an increase in farmers’ deaths due to suicide. Due to this crisis faced by farmers, there is a protest on the main highway passing through the district.

    During the protest, two innocent farmers got killed by a bullet fired by police. They were the sole bread earning members in their families. This made the situation more intense. People have blocked the highway and are sitting with the dead bodies.

    How will you pacify the crowd? What are the various options before you? Discuss them with their merits and demerits suggesting which course of action will you take and why?

    Answer – The farmers’ grievances due to agricultural distress is acute. They have valid concerns for their issues. Violence in such situations lead to harm to public property, loss of lives of people and also might harm the police authorities. It also impacts the people who are travelling on highway and thus can become a major law and order issue. Pacifying the crowd in this situation is very important and urgent.

    Following options could be explored:
    1. Dignified burial to the dead farmers and compensation to families – Adequate compensation can be provided as has been done in earlier cases. Dead bodies should be cremated or burred as per the proper rituals of their society.
    Merits
    – Immediate concern of compensation might reduce anger among people
    – Dignified burial would show human side of the administration helping in initiating further talks

    Demerits
    – Police officers who fired have not been brought to book
    – This might also lead to moral hazard leading to farmers’ suicide

    2. Suspend the police officer to pacify the crowd – Police officers who fired on the crowd should be brought to book and be held accountable for their act
    Merits
    – Authorities held accountable for their action which would induce confidence in public

    Demerits
    – Demoralise the police force to take an action next time there is similar protest
    – Without enquiry or appropriate hearing, it would be immoral and inappropriate action

    3. Talk to the leaders of protesting crowd about setting up a committee for enquiry, resolution of their grievances and ask them to let the blockade be removed.
    Merits
    – Will initiate a dialogue with the protesters which can result in pacifying them

    Demerits
    – No concrete action would lead to further problems later
    – It may also hamper administration’s image later

    The officer should not ensure a dignified burial and compensation to the families as they were the sole bread earners. This would pacify the crowd and has more chances to open a dialogue for further negotiation. The office must take important long term steps to reduce farmer distress so that similar situation does not arise. Investment in agriculture, boosting connectivity through existing schemes like PM Krishi Sichayee Yojana, PM Fasal Bima Yojana, Rural Roads development programme should be encouraged.

  5. rashi aggarwal

    Two farmers were fired during the protests in my district due to failed agriculture and farmer suicides. This has intensified the protests.

    The crowd needs to be pacified. The options available are-
    1. Do not take any action and wait for the protests to weaken by its own.
    Merit:
    There will be no loss of life by state, and no undue coverage of lathi charge and tear gas.
    The protests will automatically die out and won’t bring bad name to state
    Demerits:
    It will lead to evading of responsibility and people will feel agitated and away from governance.
    It is state’s responsibility to listen to people’s grievances.

    2. Resort to lathi charge and tear gas to disperse the protesters
    Merit:
    The crowd will disperse and their unity will be broken up
    Demerits:
    Their grievamces will remain
    They might come back with greqter agitation
    It will lead to taking recourse to worse action in order to cover bad one

    3. Compensate the families of those who have been affected by suicides and specially to those who have been killed by state’s bullet. Providing vocational training to any senior member of their family to diversify their activity and education for children
    Merit:
    This will ease the tensions of the protesters and thus, the protest can be brought to halt.
    It will provide alternate opportunities for growth
    Demerit:
    It will set wrong precedent in the country wherein the people can feel only protest can ease their grievances.

    Therefore, last option should be taken and also, the lesson from this incident should be learned by everyone in the country. Bullet action should be avoided and also, preventive measures should be taken by diversifying activities in the district so that failed agriculture do not lead to protests at the first place

  6. rashi aggarwal

    Two farmers were fired during the protests in my district due to failed agriculture and farmer suicides. This has intensified the protests.

    The crowd needs to be pacified. The options available are-
    1. Do not take any action and wait for the protests to weaken by its own.
    Merit:
    There will be no loss of life by state, and no undue coverage of lathi charge and tear gas.
    The protests will automatically die out and won’t bring bad name to state
    Demerits:
    It will lead to evading of responsibility and people will feel agitated and away from governance.
    It is state’s responsibility to listen to people’s grievances.

    2. Resort to lathi charge and tear gas to disperse the protesters
    Merit:
    The crowd will disperse and their unity will be broken up
    Demerits:
    Their grievamces will remain
    They might come back with greqter agitation
    It will lead to taking recourse to worse action in order to cover bad one

    3. Compensate the families of those who have been affected by suicides and specially to those who have been killed by state’s bullet. Providing vocational training to any senior member of their family to diversify their activity and education for children
    Merit:
    This will ease the tensions of the protesters and thus, the protest can be brought to halt.
    It will provide alternate opportunities for growth
    Demerit:
    It will set wrong precedent in the country wherein the people can feel only protest can ease their grievances.

    Therefore, last option should be taken and also, the lesson from this incident should be learned by everyone in the country. Bullet action should be avoided and also, preventive measures should be taken by diversifying activities in the district so that failed agriculture do not lead to protests at the first place

  7. rashi aggarwal

    A road accident has taken place and nobody is ready to be the witness. This willlead to the perpetrator of crime being left free and the victim won’t get justice.

    This also points to a larger picture where citizens show apathy towards road accident victims when, our country has the culture of helping others in need.
    The reasons for this is-
    1. Witness harassment by calling them to police stations, and courts regularly which interferes with their work life and personal life
    2. Having a strong VIP culture, witness is subjected to undue threats by perpetrators of crime
    Thus, In order to help other, he himself becomes victim. State clearly has not done enough to provide mental and physical protection to witnesses. In this background, Good Samaritan Law was passed so that the witness is not harassed by authorities in future

    Actions which should be taken to protect the interest of good Samaritan are-
    1. Their identity should not be revealed in public so that they are not subjected to pressure from VIPs
    2. Their statement should be recorded at one go and should not be called multiple times
    3. They should be compensated for any loss of work because of the case from Motor Vehicle Accident Fund.
    4. They should be given award and recognition by the State after the judgement is delivered on the case, only with their consent.
    5. Provision for adequate security should be made, if needed.

    Therefore, with above steps, Good Samaritans can be encouraged to be witness and come forward to help the victims in golden hour

  8. rashi aggarwal

    As the head of disaster relief volunteer team, it is my responsibility to provide support to all the needy at war footing and also, manage my team in an efficient manner. Here, due to continuously working for 5 days, the team has exhausted.

    Such operations lose energy and enthusiasm after some time because-
    1. The sufferers donot get adequate media attention after few days which pushes people to provide for relief work
    2. Public memory being small, they move on
    3. Human body has its own limitations wherein it cant work continuously for number of days
    4. Focus is on short term saving people and providing them basic necessities, rather than long term planning
    5. Disasters becoming ubiquitous, it taken only enthusiastic people to work for relief

    The qualities of the head being tested are-
    1. Leadership skills- to manage team effectively so that the goals are met without undue loss to team’s health
    2. Empathy and Sympathy towards people who are victims of flood
    3. Enthusiasm to work till all people are provided relief
    4. Taking responsibility to provide relief work

    The team can be motivated in the following ways:
    1. Quoting facts and situations which can give them a sense of how much necessary it is for them to work efficiently.
    2. Telling them how their work can make a difference by citing some anecdotes
    3. Luring them with a prize for the best performers
    4. Walking the talk- self engaging into relief work will encourage juniors to follow the lead

    With all these steps, efficient relief work can be ensured

    1. Kunal Aggarwal

      – In the first part why lose energy and enthusiasm, point 2 is unclear.
      – point 4 – how does it impact the enthusiasm or energy?
      – point 5 – is also not really the answer I guess.
      – qualities part was good! *I hope this is the dimension thing you were talking about in my answer that I missed. Please let me know if there is something else.*
      – Last part
      – Luring is probably not a good word to be used. You could use incentivise, appreciation for work.
      – Rest are good points.
      – conclusion could be added

      1. rashi aggarwal

        Agreed.. thanks

  9. Kunal Aggarwal

    Q2 – You are posted as a police officer. You get a call reporting a road accident where two persons are severely injured. When you reach the accident place, the persons are lying unconscious. You instantly arrange an ambulance for them. However, when lodging the FIR when you ask people present at the site of the accident to be a witness, nobody comes forward.

    Do you think the state has failed to provide protection to such witnesses?

    What actions do you suggest to protect the interests of good Samaritans in case of road accidents?
    ———————-
    Answer –
    Road accidents are one of the major reasons for deaths. National Road Safety Council has pointed out high such deaths due to alcoholism, high speed, poor road conditions etc. Most often people also die in accidents because they are not provided timely medical help.

    a) People are unwilling to even call an ambulance in such cases. No one would come out as a witness for the accident. This arises from multiple reasons one of which is lack of protection to witnesses.
    – Witnesses fear for multiple police interactions and spending their time again and again
    – Police authorities are sometimes perceived to be in collusion with culprits. Witnesses are threatened by the culprits and police fails to protect them.
    – Court cases, disturbance in home and offices by investigating authorities hamper the image of the person and productive time as well.
    – Hospitals also refuse to admit the patient and often there is fear of being alleged as the culprit in such road accidents.

    b) People on the roads can take fast action and this could save thousands of lives lost due to delayed medical care. Effective steps must be taken to protect good samaritans.
    – Police authorities – They must ensure that the statement is written in one time and the witness is not required to visit to the police station. All interactions at office or home should be done in civilian dress as far as possible.
    – Use of technology for court cases and police investigation should be encouraged so that the witness does not have to travel or waste his time in long process.
    – Secrecy of witness in case required especially in high profile cases would be important step to ensure effective response.
    – Courts should make sure that the witness is called only once.
    – Witness should be effectively compensated for travel, wage lost etc. in cases he/she is poor.

    Good samaritans need to be protected from culprits, administration and economic problems. Government needs to legislate comprehensive laws or the same. Administration needs to infused with such values that they respect witnesses and ensure minimum inconvenience.

  10. Kunal Aggarwal

    You are heading a disaster relief volunteer team in a district which has witnessed flood on a large level. The floods have caused huge losses. It has been five days since your team is working day and night. Your team, at this point of time is highly exhausted.

    Why do such operations loose energy and enthusiasm after some period?

    Which qualities of the person heading the operation are tested?

    How will you motivate the team to work in such a situation? Discuss the various options.

    Answer –
    Motivation, passion for public service, show them the goal,

    Floods causes huge losses to life and property. It disrupts the lives of people, breaks the food supply, electricity, medical supply. It also affected businesses, agriculture and thus impacts their long term livelihood opportunities.

    a) Operations after any disaster require dedicated team, availability for 24×7 to help people. It is difficult task to reach out to people in unconnected and remote areas. Teams face psychological, mental and physical stress during these operations. Many team members can not see their families for days. They are deprived of enough sleep and physical rest as well. This makes people loose energy and enthusiasm after some period. In addition, sometimes lack of support from higher authorities, lack of appreciation for work and even public apathy towards officers kill the enthusiasm to serve.

    b) Person heading the operations has final objective of providing relief to people and infusing people with the zeal to live again and rebuild themselves. One also needs to ensure continuity in administration and relief work. One needs to be a good leader. Leadership qualities reflect in one’s actions. Head must been ground, talk to officers regularly, keep motivating them for helping people. Head also need to reach out to people and motivate them for effective delivery of relief. Often people can help each other more easily.

    c) Motivation here requires reminding them for their goal of public service.
    1) Show them the impact they would be making on the lives of people – Prepare documentaries, show pictures of disaster and provide them a plan how the whole area could be rebuild with their help.
    2) Leading from front – The leader needs to ensure that he is working with the officers. He is a role model in such situations. His passion and enthusiasm keeps the team going.
    3) Invite victims to speak for their problems – This would connect the officers with the victims who would now be able to better appreciate the problems of people. This would reach the heart of the officers and motivate them to help.
    4) Involve them in planning – Often the ground level officers are just expected to execute the plans made by higher authorities. Involving them would bring liveliness in work culture, boosts their energy to work on ground and makes them feel their worth.
    5) Recognition of their work and right appreciation after and during the operations – This ensures that they see the administration valuing their work and dedication which motivates them to work.

    Disaster relief and reconstruction are time taking, physically stressful tasks. It requires a large team to work in collaboration with people of the region. It requires well thought out plans and a motivated team to work with a commitment to public service.

    ——-

    1. rashi aggarwal

      Last points are nice.. i think u can work on more dimensions

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