scholarly journals The relationship between emotional intelligence and job performance in a call centre environment

2004 ◽  
Vol 30 (3) ◽  
Author(s):  
H. Nel ◽  
W. S. De Villiers
Keyword(s):  
Emotional Intelligence ◽  
Job Performance ◽  
Call Centre ◽  
Self Awareness ◽  
Insurance Company ◽  
Team Leaders ◽  
Life Insurance Company ◽  
Emotional Competencies ◽  
Emotional Competency ◽  
Self Confidence

The objective of this study was to determine whether there is a relationship between emotional intelligence and job performance in a call centre environment. The sample comprised 135 call centre agents who worked in client services, sales and administrative environments in a life insurance company. The “Emotional Competency Inventory" that was completed by team leaders, was used as a measuring instrument and an overall job performance rating for each participant was provided by the participating organisation. Results show a statistically significant and positive correlation between emotional intelligence and job performance in the call centre environment. The strongest correlation with performance in the total call centre environment occurred in the cluster of selfmanagement and the emotional competency of self-confidence. It was further established that the combination of the emotional competencies emotional self-awareness, trustworthiness, self-confidence and influence explains the greatest degree of variance in job performance in the call centre environment as a whole. Opsomming Die doelstelling van hierdie studie was om te bepaal of daar ’n verband tussen emosionele intelligensie en werkprestasie in ’n oproepsentrum-omgewing bestaan. Die steekproef is saamgestel uit 135 oproepsentrum-agente van ’n lewensversekeringsmaatskappy wat in kliëntediens, verkoops- en administratiewe omgewings werksaam is. Die "Emotional Competency Inventory" wat voltooi is deur spanleiers, is as meetinstrument gebruik en ’n algehele werkprestasietelling vir elke deelnemer is deur die deelnemende organisasie verskaf. Resultate toon ’n statisties beduidende en positiewe korrelasie tussen emosionele intelligensie en werkprestasie in oproepsentrums. Die saamgestelde skaal van selfbestuur en die emosionele bevoegdheid selfvertroue toon die sterkste korrelasie met prestasie in die hele oproepsentrumomgewing. Verder is bevind dat die kombinasie van die emosionele bevoegdhede emosionele selfbewussyn, vertrouenswaardigheid, selfvertroue en invloed die meeste variansie in werksprestasie binne die hele oproepsentrumomgewing verklaar.

Conceptual model for measuring Saudi banking managers’ job performance based on their emotional intelligence (EI)

2017 ◽  
Vol 25 (1) ◽  
pp. 123-145 ◽  
Author(s):  
Adel Alferaih
Keyword(s):  
Emotional Intelligence ◽  
Job Performance ◽  
Banking Sector ◽  
Self Control ◽  
Self Awareness ◽  
Self Monitoring ◽  
Content Type ◽  
Self Confidence ◽  
Prior Literature ◽  
The Impact

Purpose The purpose of this paper is to develop and present a research model on various emotional intelligence (EI) constructs which have been found to influence job performance in the prior literature. Design/methodology/approach In addition to leadership and EI, the constructs are clustered under different categories: self-awareness includes self-confidence, emotional self-awareness and accurate self-assessment; self-management includes self-control, adaptability, conscientiousness, trustworthiness and optimism; social awareness includes empathy, organizational awareness and service orientation; and social skills groups’ communication, change catalyst, developing others and self-monitoring. Findings The paper proposes 17 hypotheses concerning significant relationships between these constructs and job performance. Originality/value The paper proposes a new approach toward studying the impact of various constructs of EI on job performance in Saudi banking sector.

Emotional intelligence and compassion fatigue among psychotherapists in selected districts of Northern Uganda

2020 ◽  
Vol 50 (3) ◽  
pp. 359-370
Author(s):  
Amir Kabunga ◽  
Maxson Kenneth Anyolitho ◽  
Apio Betty
Keyword(s):  
Emotional Intelligence ◽  
Compassion Fatigue ◽  
Northern Uganda ◽  
Self Awareness ◽  
Chi Square ◽  
Emotional Competency ◽  
Version 2.0 ◽  
Gap Data ◽  
Mental And Physical Health

Globally, close to 50% of the professionals working with traumatised individuals have issues related to compassion fatigue. In Uganda, although compassion fatigue is prevalent among psychotherapists, there is limited evidence of relationship between emotional intelligence and compassion fatigue. This study set out to fill this gap. Data were collected from a random sample of 207 psychotherapists working in Northern Uganda, who completed Emotional Competency Inventory version-2.0 and Professional Quality of Life version-5 questionnaires. Chi-square and Fischer’s exact tests were used to analyse the data. Findings revealed that all the four elements of emotional intelligence (social awareness, self-awareness, self-management, and social skills) were inversely related to levels of compassion fatigue and were statistically significant at p < .0001. The study recommended that organisations offering psychotherapy services could focus on building emotional intelligence of their psychotherapists. Increasing emotional intelligence of psychotherapists is necessary to enable them deal more effectively, with their feelings and thus directly decrease the level of compassion fatigue thereby protecting their mental and physical health.

scholarly journals Emotional Intelligence, Socio -Emotional Competence andHuman Capital

2021 ◽  
Vol 07 (04) ◽  
Author(s):  
Dr. Jyotirmayee Choudhury ◽  
Keyword(s):  
Human Capital ◽  
Emotional Intelligence ◽  
Organizational Level ◽  
Emotional Competencies ◽  
Emotional Competency ◽  
The People ◽  
Intelligent Behavior ◽  
Personal Competencies ◽  
Emotionally Intelligent ◽  
Significant Bearing

The concept of emotional intelligence and emotional competency is contemporary issue in the management literature. Therefore, it has become imperative to study, understand and leverage it for the sake of enhancing the capacity of human capital at the level of individual as well as organizations. As the pace of change is fast and uncertain in the world of work, it is making more and more demands on a person’s cognitive, emotional and physical resources. These set of capabilities are becoming progressively significant. It is because majority of the concerns in organization involve people in different roles. Hence, emotional intelligence must become a determining factor for their effective management. Emotional and personal competencies are inevitable to identify measure, predict and manage performance at workplace resulting in its effectiveness. Thereby, it boosts the worth of the human capital. That is the reason why, the competencies possessed by the people have a significant bearing on the extent to which they can actualize their emotional intelligence. The current paper sets out to examine the concept and correlation between the emotional intelligence, socio emotional competencies, emotionally intelligent behavior and human capital. The study recommends that emotional intelligence is significantly related with the socio-emotional competencies which ultimately strengthen emotionally intelligent behavior to leverage human capital at individual and organizational level.

scholarly journals The Role of Emotional Intelligence in Organizational Performance

2020 ◽  
Vol 29 (1) ◽  
pp. 1-9
Author(s):  
Heléna Krén ◽  
Beatrix Séllei
Keyword(s):  
Emotional Intelligence ◽  
Organizational Performance ◽  
Predictor Variable ◽  
Self Awareness ◽  
Emotional Competencies ◽  
System Leaders ◽  
And Performance ◽  
National Tax ◽  
The Relationship

Emotional intelligence may affect organizational performance, and the aim of our research was to examine whether this statement can be proven in the case of financially successful organizations or not. Information about leaders has been derived from online surveys with Genos EI and also from interviews, and we gathered data about organizational success from the national TAX system. Leaders usually determine group and organizational effectiveness, so we analyzed data from 22 leaders working in successful Hungarian companies. According to our results, some emotional competencies correlate with performance. In this case self-awareness, awareness of others and self-management seemed to affect organizational performance. In our regression analysis, self-awareness seemed to be a predictor variable of performance. The relationship between emotional intelligence and performance should be examined further by expanding on the analysis of other performance indicators and leadership styles.

scholarly journals Effectiveness of a Leadership Development Program that Incorporates Social and Emotional Intelligence for Aspiring School Leaders

2015 ◽  
Vol 1 (1) ◽  
pp. 65 ◽  
Author(s):  
María Trinidad Sánchez-Núñez ◽  
Janet Patti ◽  
Allison Holzer
Keyword(s):  
Emotional Intelligence ◽  
Job Performance ◽  
School Leaders ◽  
Statistical Significance ◽  
Development Program ◽  
Emotional Competencies ◽  
Post Graduate ◽  
Social And Emotional ◽  
Social And Emotional Competencies ◽  
Social And Emotional Intelligence

<p>Focus on social and emotional intelligence competencies to improve effective leadership has become commonplace in the corporate arena and is now considered by many a prerequisite to successful job performance and outcomes (Antonakis, Ashkanasy, &amp; Dasborough, 2009; Grant, Curtayne, &amp; Burton, 2009; Spence &amp; Grant, 2007; Kampa-Kokesch &amp; Anderson, 2001; McGovern, Lindemann, Vergara, Murphy, Barker, &amp; Warrenfeltz, 2001). Only recently has a similar trend become recognized and more accepted in the field of education (Patti, Senge, Madrazo, &amp; Stern, 2015; Patti, Holzer, Brackett, &amp; Stern, 2014). Few studies exist that study the role that educational leaders’ social and emotional competencies in play in their job performance and effectiveness; none exist that explore such development with aspiring school leaders. This quasi-experimental pilot study evaluated the effectiveness of a post-graduate development program for aspiring school leaders that incorporates social and emotional intelligence based on the Goleman-Boyatzis model (Goleman, Boyatsis, &amp; McKee, 2001) and inspired by the original concept of emotional intelligence (Salovey &amp; Mayer, 1990). The interrelated social and emotional competencies explored in this study form four core clusters that include: 1) self-awareness, 2) self-management, 3) relationship management, and 4) social awareness (Brackett, Rivers, &amp; Salovey, 2011; Goleman, 1996; Salovey &amp; Mayer, 1990; Zins &amp; Elias, 2007). This study’s sample consisted of 32 aspiring leaders who participated in a post-graduate educational leadership program at a university in New York. The study evaluated whether or not there were any effects of focused social and emotional intelligence content and skills on aspiring leaders’ emotional intelligence (EI) and other related characteristics such as assertiveness, empathy, mental health, personality, and openness to experience. Post-tests on the various characteristics after one semester found no statistical significance in the tested variables. However, after two years, when the social and emotional intelligence competencies were post-tested (ESCI-U), there were significant findings in the student candidates’ self-reported competencies directly related to leadership. Paired t-test comparisons of the means of Observer raters’ scores did not find statistically significant differences in the competencies assessed. This article discusses these findings as well as the strengths and challenges of implementing social and emotional intelligence development within an aspiring school leaders program; finally, it provides recommendations for further program development and studies.</p>

scholarly journals The Effect of Emotional Intelligence of Operational Team Leaders on the Performance of Team Members

2020 ◽  
Vol 11 (5) ◽  
pp. 266
Author(s):  
Moayyad Al-Fawaeer ◽  
Ayman Wael Alkhatib
Keyword(s):  
Emotional Intelligence ◽  
Social Skills ◽  
Task Performance ◽  
Self Regulation ◽  
Contextual Performance ◽  
Simple Random Sample ◽  
Analysis Tool ◽  
Self Awareness ◽  
Team Leaders ◽  
Team Members

This study is aimed at identifying the effect of emotional intelligence with its dimensions (self-awareness, self-regulation, empathy, motivation, and social skills) on the performance of working teams with its dimensions (task performance, contextual performance, and counterproductive performance) among employees on the operational lines of industrial companies operating in the Jordanian city of Sahab. The analysis is limited to employees in those companies, and the questionnaire is used as a data collection tool, taking a simple random sample to represent the study population. In addition to the analysis of 216 questionnaires, the SPSS program is used as a data analysis tool in the study. The study emphasizes the importance of emotional intelligence dimensions for operational team leaders, especially motivation and social skills dimensions because they have a higher effect on the task performance and contextual performance levels, while all dimensions of emotional intelligence have a negative effect on counterproductive performance for operational team members.

scholarly journals Pengaruh Kesadaran Emosional, Rasa Percaya Diri, Kontrol Emosional Terhadap Kinerja Guru Sekolah Menengah Atas (SMA)

2019 ◽  
Vol 1 (1) ◽  
pp. 45
Author(s):  
Muhammad Donal Mon
Keyword(s):  
Emotional Intelligence ◽  
High School Teachers ◽  
Teacher Performance ◽  
Research Data ◽  
Self Control ◽  
Self Awareness ◽  
School Teachers ◽  
Self Confidence ◽  
Independent Variable ◽  
Performance Research

The performance of high school teachers (SMA) is very important in education, several factors that influence emotional intelligence from the teacher itself. On this occasion the independent variable was emotional self-awareness, self-confidence, emotional self control, while the dependent variable was teacher performance. Research data retrieve using a questionnaire, to measure how much influence emotional intelligence has on teacher performance. Data is processed using the SPPS program. The results of the analysis show that two variables of emotional intelligence have a positive and significant effect on teacher performance while self-confidence has a positive and not significant effect on teacher performance. Furthermore, the adjusted R square is obtained at 65.0%, influenced by these three factors, 35% is the contribution of other variables not included in this study.

Dynamics of Emotional Intelligence and Job Performance

2018 ◽  
Vol 7 (1) ◽  
pp. 57
Author(s):  
M. S. Narayana ◽  
B. V. Narasimham
Keyword(s):  
Emotional Intelligence ◽  
Job Performance ◽  
Manufacturing Sector ◽  
Secondary Data ◽  
Operational Definition ◽  
Primary Data ◽  
Emotional Competency ◽  
Emotional Maturity ◽  
Inner Self ◽  
Definition Of

In recent times many studies have revealed that emotional intelligence influence the job performance of  employees  in  a  big  way. “Emotional  intelligence  is  the  ability  of  an  individual to appropriately and  successfully  respond  to  a  vast  variety of emotional stimuli being elicited from the inner self and immediate environment. Emotional intelligence constitutes three psychological dimensions; emotional sensitivity, emotional maturity and emotional competency, which motivate an individual to recognise truthfully, interpret honestly and handle tactfully the dynamics of human behaviour.” (Singh, 2001) Using this definition of emotional intelligence by Dr.Dalip Singh as the operational definition and the EQ test developed by Dr.Dalip Singh & N.K.Chadha, this study attempts to measure the emotional intelligence of Indian corporate employees and explore the dynamics between their emotional intelligence and job performance. This study was conducted by collecting primary data from corporate employees through questionnaires for measurement of EQ.  To ascertain Job performance of employees, secondary data was collected by obtaining performance ratings from the HR departments. The study covered 216 samples from five organisations from the manufacturing sector located in Mysore and Mandya district in the State of Karnataka.

scholarly journals Intelligensie op drie vlakke as ’n kernvereiste vir die bedienaar

2011 ◽  
Vol 45 (2/3) ◽  
Author(s):  
C.J.H. Venter
Keyword(s):  
Emotional Intelligence ◽  
Social Intelligence ◽  
Self Control ◽  
Self Awareness ◽  
Pastoral Epistles ◽  
Self Confidence ◽  
God's Word ◽  
Form Part ◽  
The Brain

Intelligence on three levels as core requirement for the pastorIn this article the requirement that a pastor should act and behave in an intellectually, emotionally and socially intelligent way is focused on. At the outset of the article intellectual intelligence is discussed metatheoretically. The functioning of the brain, especially of the neocortex, the sub-cortex and the amygdala is outlined as far as intellectual intelligence is concerned. Basistheoretically relevant requirements for being intellectually intelligent are then investigated, in particular relevant requirements for the sound equipment of the pastor as stated in the pastoral epistles. In this respect the following aspects are scrutinised: the requirement that the pastor should have the competence to instruct the congregation from God’s Word, and the requirement that the pastor should have the ability to equip his congregation in an intellectually sound way. In the ensuing part of the article metatheoretical viewpoints on emotional intelligence are outlined. Aspects like the following are indicated and mentioned as these should form part of the pastor’s equipment: the value of a sound self-awareness, a clear perspective on own competencies, a founded self-confidence, self-control, the ability to minister with certain aims in mind, to handle own emotional wounds, and in the last instance, the requirement of insight and how to cope with own emotions. The requirement that the pastor should exercise self-control and the conviction of being called by and cared for by his Sender, God, are included as basistheoretical material. As far as social intelligence is concerned, the following elements are taken into consideration on metatheoretical level: the ability to have an understanding for the situation of someone else and the competence to tune into the feelings of another person. Aspects of the requirement to create relationships, and issues of empathy are investigated and described basis-theoretically. In conclusion practice-theoretical guidelines are formulated for a possible implementation of intellectual, emotional and social intelligence in the ministry of a servant of God.

Emotional Intelligence and Non-Management Employee Reaction

2018 ◽  
Author(s):  
Dr. Giselle A. Castillo, PhD, MBA, BSBM
Keyword(s):  
Emotional Intelligence ◽  
Job Performance ◽  
Lived Experiences ◽  
Self Awareness ◽  
Management Research ◽  
Managerial Skills ◽  
Employee Reaction

Emotional Intelligence (EI) has been regarded as a leading attribute of management. Research has shown that managers have been afforded the opportunity to experience and demonstrate how EI assists them in developing their managerial skills. Moreover such research has shown that EI helps managers to develop their self-awareness and their job performance. In contrast, few, if any, studies have acknowledged how non-management employees perceive EI and its significance in the workforce. Numerous employees may not be aware of what EI is, and whether EI in the workplace offers any tangible advantages or disadvantages for them as it does for managers. Consequently, little is known about the lived experiences of non-management employees and EI.

Sign in / Sign up

Export Citation Format

Share Document