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190 Section V. Leadershipemotional intelligence and how the ideal leader might handle the situations described.Chapter 18 involves a dilemma about planning and the difficulty of developing aneeded strategic plan when so much change is occurring in both the technological andorganizational environments. Chapter 19 outlines a situation in which implementationof a pharmacy system proved unpopular and the dilemma is how to improve it withinthe terms of the organization’s contract with the vendor. In Chapter 20 the decisionmaker is confronted with tension between what the leaders above him at the corporatelevel want and what he thinks is best at the local level. He tries to understand theshortcomings of the radiology imaging technology and its potential impact on theorganization’s bottom line, and at the same time he wants to keep those above him andwithin his local organization happy. Finally, Chapter 23 presents a wonderful opportunityto apply the emotional intelligence framework to a situation in which emotionswithin the organization wreak havoc.Reference1. Goleman D. Emotional Intelligence. New York: Bantam Books, 1997.