to study the relative importance and cruciality of emotional intelligence for the success of

16 Pages·2017·0.39 MB·English

ISSN: 2249-7196
IJMRR/April 2017/ Volume 7/Issue 4/Article No-7/450-465
Abhilasha S. Upadhyaya / International Journal of Management Research & Review

TO STUDY THE RELATIVE IMPORTANCE AND CRUCIALITY OF EMOTIONAL
INTELLIGENCE FOR THE SUCCESS OF ORGANIZATION, AN EMPIRICAL
STUDY OF ABC COMPANY PRIVATE LIMITED
Abhilasha S. Upadhyaya*1
1Asst. Prof, FMS, AUUP, Noida, India.
ABSTRACT
Emotional Intelligence is a phenomenon that has come into existence after the in-depth study
and researches carried out by Daniel Goleman, although the research work done in early
1930s by Edward Thorndike also indicated that Social Intelligence is the ability to get along
with others well and it helps the individuals to successfully manage their own emotions and
the emotions of others. In the long-run for the achievement of Organizational Goals it is very
crucial that stakeholders respect the feelings of each other and also respect the mutual
emotional outbursts, Famous writer Rhonda Bryne says in one of the Best Selling book she
had authored ―Secret‖, published across world in 46 different languages ―The Predominant
Thought or the Mental Attitude is the Magnet, and the law is ―like attracts like‖,
consequently, the mental attitude will invariably attract such conditions as correspond to its
nature‖. To become successful for any Individual or Organization it‘s inevitable to analyze
the importance of Emotions. The research summarizes the relationship of Emotional
Intelligence and the effects of Enhanced Emotional Intelligence to the success of
Organizations, it also comprises the study of how can the productivity of Employees can be
increased if they are given induction on how to deal with their Emotions and the Emotions of
others by inculcating Empathy. Research also encompasses the gender differences study and
the relationship of Emotional Intelligence with it. The tools used to verify and validate study
are T Test (to study the before and after effects of Emotional Enhancer Workshop conducted
in ABC Company Private Limited) and Chi-Square Test (to findout the significance of
Gender differences within ABC Company Private Limited with their Emotional Intelligence
Competency Mapping and Scorings). The Research conducted suggests that the Conduct of
Emotional Enhancer Workshops increases not only the productivity of the Organization but it
also strengthen the relationships of Employees and hence it bridges the gap of Organizational
Goals and Individuals Goals Achievement. The study conducted also brings out the fact that
the Gender Differences are not very significant with respect to Emotional Competencies and
hence it can‘t be verified if any specific gender is more emotional competent in comparison
to other gender.
INTRODUCTION
In the golden words of Plato ―All learning has an Emotional Base‖. Emotions are valuable
tools that instantly tell us what we are thinking, and thinking is then converted to our actions.
Emotional intelligence is the ability to perceive, control and evaluate emotions and it refers to
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the array of personal management and social skills that allows anyone to succeed in life-
personal fronts or in professional fronts. Emotional Intelligence is measured in terms of
Emotional Quotient and it has been researched and studied that for the balanced success and
contentment of any person it‘s very important that the person has a balance of Intelligence
quotient and Emotional Quotient. Emotional Quotient encompasses intuition, character,
integrity and motivation and it also includes good communication and relationship skills.
Since 1990, Peter Salovey and John D. Mayor have been the leading researchers on
emotional intelligence in one of their most influential article ―Emotional Intelligence‖, they
defined emotional intelligence as, ―the subset of social intelligence that involves the ability to
monitor one‘s own and other‘s feelings and emotions, to discriminate among them and to use
this information to guide one‘s thinking and actions.‖ (1990)
Over the years there have been a lot of researches about the leadership phenomenon and the
elements attached to become a successful leader and It has been verified and validated as a
fact that Leaders are not only the controller of their emotions but they are also the Saviors for
others to control their Emotions. The salient discovery of the facts related to these researches
exhibits the fact that certain things leaders do – specifically manifesting empathy i.e. tuning
in with the moods of others affect their own brain and that of their followers too. Indeed,
researches have also found that the leader-follower dynamic is not a case of two (or more)
independent brains reacting consciously or unconsciously to each other. Rather, the
individual minds become in a sense, fused into a single system. Great leaders are those who
can catalysts inter-connect of brains and hence a potent way of becoming a better leader is to
find authentic contexts in which to learn the kinds of social behaviours that reinforce the
Brain‘s social circle. Leadership hence is not only about mastering the art of winning
situations rather its also an art to develop a genuine interest in and talent for fostering positive
feelings in the people whose cooperation and support is sought after.
The objective of this paper is to study the conceptual framework of Emotional Intelligence
and the basic ideology of how Emotional Intelligence enhances the leadership and how high
Emotional Intelligence can increase the productivity of employees. The study had been
conducted within a leading Company providing Corporate Stay Solution in India. The study
encompasses if there is any significance of Emotional Intelligent Enhancer Workshops in
today‘s cut-throat competitive business scenario. Finally the scope of study also includes
critically evaluating if there is any association of Gender Differences with Emotional
Intelligence and hence to find out if Gender is a differentiator for Emotional Intelligence for
ABC Company Private Limited.
LITERATURE REVIEW
Definition of Emotional Intelligence-Emotional intelligence is the capacity for recognizing
our own feelings and those of others, for motivating ourselves and for managing emotions
effectively in ourselves and others. An emotional competence is a learned capacity based on
emotional intelligence that contributes to effective performance at work.
There are substantial disagreements regarding the definition of Emotional Intelligence, with
respect to terminology and the operations. Currently there are three Basic Models of
Emotional Intelligence-
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 Ability Model
 Mixed Model
 Trait Model
These different Models have led to the development of various instruments for the
assessments, although some of these instruments (measures) overlap, most of the researchers
agree that they accounts for different dimensions.
Ability Model
Salovey and Mayer‘s conception of Emotional Intelligence strives to define Emotional
Intelligence within the confinement of the standard criteria for a new set of intelligence.
Following their Continuous research on the Topic the initial definition of Emotional
Intelligence was revised to ―The ability to perceive emotion, integrate emotion to facilitate
thought, understand thoughts and to regulate emotions to promote personal growth.‖
This model views emotions as useful sources of information that help one to make sense of
and navigate the social environment. The model is based on the fact that individuals vary in
their ability to process information of an emotional nature and in their ability to relate
emotional processing to a wider cognition. The model claims that Emotional Intelligence
includes four types of abilities-
Perceiving Emotions – the ability to detect and interpret emotions in faces, pictures,
voices, and cultural artifacts—including the ability to identify one's own emotions.
Perceiving emotions represents a basic aspect of emotional intelligence, as it makes all
other processing of emotional information possible. Until one can perceive right set of
emotions the processing and fabrication of emotions cannot be rightly done.
Using Emotions – the ability to tackle emotions to facilitate various activities, such as
thinking and problem solving. The emotionally intelligent person can moderate his moods
to furnish the task in hand.
Understanding Emotions – the ability to comprehend emotion language and to appreciate
complicated relationships among emotions. For example, understanding emotions
encompasses the ability to be sensitive to slight variations between emotions, and the
ability to recognize and describe how emotions evolve over time.
Managing Emotions – the ability to regulate emotions in both ourselves and in others.
Therefore, the emotionally intelligent person can harness emotions, even negative ones,
and manage them to achieve intended goals.
The ability Emotional Intelligence Model has been criticized in the research for lacking face
and predictive validity in the workplace.
Measurement in Ability Emotional Intelligence Model- Mayer-Salovey-Caruso Emotional
Intelligence Test (MSCEIT) is based on a series of emotion-based problem-solving items.
Although it had been observed as an ability test, the MSCEIT is unlike standard IQ tests in
that its items do not have objectively correct responses.

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Mixed Model
This Model had been given by Daniel Goleman and it focuses on Emotional Intelligence as a
wide array of competencies and skills that drive leadership performance. Goleman's model
outlines five main EI constructs-
Self-awareness – the ability to know one's emotions, strengths, weaknesses, drives,
values and goals and recognize their impact on others while using gut feeling of own.
Self-regulation – involves controlling or redirecting one's disruptive emotions and
impulses and adapting to changing circumstances.
Social skill – managing relationships to move people in the desired direction
Empathy - considering other people's feelings especially decisions
Motivation - being driven to achieve for the sake of achievement.
Goleman includes a set of emotional competencies within each construct of EI. Emotional
competencies are not innate talents, but rather learned capabilities that must be worked on
and can be developed to achieve outstanding performance. Goleman posits that individuals
are born with a general emotional intelligence that determines their potential for learning
emotional competencies.
Measurement in Mixed Model- Two measurement tools are based on the Goleman model:
The Emotional Competency Inventory (ECI), which was created in 1999, and the Emotional
and Social Competency Inventory (ESCI), a newer edition of the ECI was developed in 2007.
The Emotional and Social Competency - University Edition (ESCI-U) is also available.
These tools developed by Goleman and Boyatzis provide a behavioral measure of the
Emotional and Social competencies.
The Emotional Intelligence Appraisal, which was created in 2001 and which can be taken as
a self-report or 360-degree assessment.
Trait Model
Soviet Born british psychologist Konstantin Vasily Petrides(―K.V. Petrides‖) proposed a
conceptual distinction between the ability based model and a trait based model of Emotional
Intelligence and since then he had been developing model and publication based on this
model in numerous scientific publications. Trait Emotional Intelligence is a constellation of
emotional self-perceptions located at the lower levels of personality. Trait emotional
Intelligence refers to an individual‘s self perceptions of their emotional abilities. Such
definition of Emotional Intelligence encompasses behavioral dispositions and self perceived
abilities and is measured by self report as opposed to the ability based model which refers to
actual abilities, which have proven high resistant to scientific measurement. Traits Emotional
Intelligence is to be investigated and studied within the framework of personality.
Measurements in Trait Model- There are many self-report measures of Emotional
Intelligence including the EQ-i, the Swinburne University Emotional Intelligence Test
(SUEIT), and the Schutte EI model. None of these assess intelligence, abilities, or skills (as
their authors often claim), but rather, they are limited measures of trait emotional intelligence.
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One of the more comprehensive and widely researched measures of this construct is the Trait
Emotional Intelligence Questionnaire (TEIQue), which was specifically designed to measure
the construct comprehensively and is available in many languages.
Evolution of Emotional Intelligence - A Brief History
1930s– Edward Thorndike describes the concept of "social intelligence" as the ability to get
along with other people.
1940s– David Wechsler suggests that affective components of intelligence may be essential
to success in life.
1950s– Humanistic psychologists such as Abraham Maslow describe how people can build
emotional strength.
1975- Howard Gardner publishes The Shattered Mind, which introduces the concept of
multiple intelligences.
1985- Wayne Payne introduces the term emotional intelligence in his doctoral dissertation
entitled "A study of emotion: developing emotional intelligence; self-integration; relating to
fear, pain and desire (theory, structure of reality, problem-solving, contraction/expansion,
tuning in/coming out/letting go)."
1987– In an article published in Mensa Magazine, Keith Beasley uses the term "emotional
quotient." It has been suggested that this is the first published use of the term, although
Reuven Bar-On claims to have used the term in an unpublished version of his graduate thesis.
1990– Psychologists Peter Salovey and John Mayer publish their landmark article,
"Emotional Intelligence," in the journal Imagination, Cognition, and Personality.
1995- The concept of emotional intelligence is popularized after publication of psychologist
and New York Times science writer Daniel Goleman‘s book Emotional Intelligence: Why It
Can Matter More Than IQ.
Goleman’s Refinement Model of Emotional Intelligence (2001)
PERSONAL COMPETENCE SOCIAL COMPETENCE
RECOGNITION SELF AWARENESS SOCIAL AWARENESS
Emotional Self Awareness Empathy
Accurate Self Assessment Organizational Awareness
Self Confidence Service
REGULATION SELF MANAGEMENT RELATIONSHIP MANAGEMENT
Emotional Self Control Inspirational Leadership
Transparency Influence
Adaptability Developing Others
Achievement Change Catalyst
Initiative Conflict Management
Optimism Building Bonds
Teamwork and Collaboration
Some Examples from the Corporate World- Cases of Companies whose productivity had
been inflated magnificently due to the higher Emotional Intelligence Competency of their
Employees.
AT&T participated in a large, cross-industry study that found in all levels of management,
increased emotional intelligence accounted for 20% more productivity. 91% of top-
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performers were high in EQ-competencies. Emotional intelligence explained nearly 60% of
job performance across companies in that study (Bradberry, 2002).
Google has been teaching a Transformative Course on Emotional Intelligence ―Search Inside
Yourself‖ by Chade-Meng Tan, one of Google‘s earliest engineers and personal growth
pioneer. By enhancing mindfulness and Emotional Intelligence, googlers advanced in life and
career.
Coca-Cola trained its leaders in Emotional Intelligence and found that these individuals
exceeded their performance targets by 15%, while, in contrast, leaders who did not develop
Emotional Intelligence competencies missed their targets by the same margin, which made it
for a 30% gap.
The US Air Force reduced recruiter turnover from 35% annually to only 5% annually by
selecting candidates high in Emotional Intelligence. Total cost savings of $3 million per year
on a $10,000 investment (GAO Archive).
American Express chose to provide a group of its salespeople with training classes to
improve their Emotional Intelligence. Results indicated that those who took the training
significantly increased their sales performance relative to those who did not. The experiment
was so compelling that now all incoming American Express salespeople receive several days
of training in Emotional Intelligence.
L’ Oreal realized a $91,370 increase per head for salespeople selected for their high EQ
skills. The group also had 63% less turnover than sales staff not part of the EQ program
(Cherniss, 2003)
Significance of Gender Differences in Emotional Intelligence
Goleman (1995) and Baron (1997) claimed that male and female are different in their
Emotional Intelligence Profile. To be more specific some empirical studies have found that
females have higher level of Emotional Intelligence (Mayer & Geher 1996, Mayer et al 1999,
Mandell & Pherwani, 2003). On contrary some scholars disclosed that men have greater level
of emotional intelligence than women (Petrides & Furham, 2000) Goleman (1998) found that
there is no difference in between Men and Women in their Emotional Intelligence
Competencies.
OBJECTIVES OF THE STUDY
The Objectives of this research paper can be briefly summarized in following two points-
 To critically analyze the relationship between Emotional Intelligence and the
performance of Managers of ABC Company Private Limited.
 To check the significance of Gender Differences with Emotional Intelligence
Competency of Employees of ABC Company Private Limited.
RESEARCH METHODOLOGY
A brief about the Company: The Study was conducted for ABC Company Pvt. Limited, a
leading company providing end to end Corporate Stay Solution Pan India. The company was
established around 7 years back and in these 7 years 1200 corporate and SME clients as well
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as 66000 guests has experienced the services provided by ABC Company Private Limited.
The Company was honored by the Confederation of Indian Industry in 2011 for their ‗strong
commitment to excel‘. The Company has also received the best Emerging Company in Travel
and Tourism in ICICI Bank & CNBC-TV18‘s Emerging India Awards, 2009. The Company
is based out of Banglore and around 120 people are working in the Company across India.
RESEARCH DESIGN
Descriptive and Exploratory Research Design had been used.
SAMPLE DESIGN
Population Defined: The Population consists of total 120 people inclusive of all level of
management.
For Fulfillment of First Objective-12 Marketing Managers were chosen from the population
of 29 Managers across India. The Samples were chosen through Multistage Sampling. First
the total Area was divided into 29 work stations (regions) and later through Random
Sampling 12 Managers were chosen for the Research work.
For Fulfillment of Second Objective-All employees of ABC Company Private Limited were
surveyed. This 120 includes 88 Male and 32 Female Employees.
RESEARCH TOOL
A Questionnaire was constructed on the basis of Goleman‘s Refinement Model of Emotional
Intelligence (2001), as defined in the Model there were 5 questions designed per quadrant to
define the Recognition and Regulation of Personal Competency and Social Competency.
Total 20 questions were given and Respondents were asked to rate them on Likert Scale, later
the Ratings were tabulated and responses were monitored.
FORMULATION OF HYPOTHESIS
The Objective was to study the relationship of Emotional Intelligence and the performance of
Managers in ABC Company Pvt. Ltd.
Null Hypothesis H0: The Emotional Intelligence Enhancer Workshop had not been useful
Alternate Hypothesis H1: The Emotional Intelligence Enhancer Workshop had been useful.
The Objective was to study the specific gender relationship with Emotional Intelligence
Competency with reference to ABC Company Pvt. Ltd.
Null Hypothesis H0: There is no significant relationship (differences) between Gender and
Emotional Intelligence Competency Scoring.
Alternate Hypothesis H1: There is a significant relationship (differences) between Gender
and Emotional Intelligence Competency Scoring.
LIMITATIONS OF THE STUDY
The findings of the Research work were limited to the functioning and the existence of ABC
Company Private Limited and hence the results and findings are conclusive for ABC
Company Private Limited and the results may vary for other Organizations. As the Sample
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for the study of correlation of Productivity and Emotional Enhancer workshops was limited
to the 12 Marketing Managers hence the results were also limited to the population so there
may be variations for the entire population.
RESULTS AND DISCUSSION
For Fulfillment of First Objective
12 Marketing Managers of ABC Company Pvt. Ltd. were observed during first quarter for
their Quarterly target accomplishment. The performances in terms of Revenues Generated
(against Target of 20 Lakhs Quarterly) are given as follows-
Table 1: The Revenue Generated in 1st Quarter by the Managers of ABC Company
Private Limited
Managers M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12
Revenue Generated 15 17 22 18 19 14 23 25 24 20 12 17
in Quarter-1 (In Rs.
Lakhs)
To study the critical importance of Emotional Intelligence a test was conducted on those 12
Marketing Managers. A Workshop was designed for these Managers wherein the emphasis
was to release emotions positively. Psychologists across India had been invited and they have
given tips on how to constructively express Anger, Frustration, Resentment, Sadness etc
negative emotions. Workshop provided the Managers with an extended control mechanism
over their own emotions.
After the conduct of Workshop the performances of these Managers were again recorded for
next quarter and the results were as follows:
Table 2: The Revenue Generated in 2ndQuarter by the Managers of ABC Company
Private Limited
Managers M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12
Revenue Generated 17 17 25 19 22 19 27 26 23 20 13 16
in Quarter-2 (In Rs.
Lakhs)
Tool to be used: T Test Before and After Experiment for same Sample Calculations
Table 3: Calculations for T Test for ABC Company Private Limited
MANAGERS BEFORE (I) AFTER (II) d= II-I d2
M1 15 17 2 4
M2 17 17 0 0
M3 22 25 3 9
M4 18 19 1 1
M5 19 22 3 9
M6 14 19 5 25
M7 23 27 4 16
M8 25 26 1 1
M9 24 23 -1 1
M10 20 20 0 0
M11 12 13 1 1
M12 17 16 -1 1

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∑d = 18, hence d = ∑d/n = 18/12 = 1.5
S = √ ∑d2 – n(d)2 / n-1 = √ 68 – 12 (1.5)2 / 12-1 = 1.93 (Approx)
Hence the value of │t│= d √n / S
= 1.5√ 12 / 1.93
= 2.69
Degree of Freedom = 12 -1 = 11
For 11 DOF and 5% significance level the Table Value of │t│= 2.201
As we have observed that the calculated value of │t│ is \more than the Table value of │t│,
hence the Null Hypothesis is rejected, therefore the Alternate Hypothesis which was that the
Emotional Intelligence Enhancer Workshop had been useful in increasing the productivity of
Employees of ABC Co Pvt. Ltd. was accepted.
For Fulfillment of Second Objective
All employees of ABC Company Pvt. Ltd were surveyed. This 120 includes 88 Male and 32
Female Employees.
Instrumentation of Questionnaire: The Questionnaire was prepared on the basis of Goleman‘s
Refinement Model of Emotional Intelligence (2001), 20 questions were given to check the
Recognition and Regulation of Personal Competency and Social Competency. The
respondentants were asked to Rate them (Likert Scale- Strongly Disagree, Disagree, Neutral,
Agree, Strongly Agree) Later on the responses were collected and scores were allocate to
each one of them.
These Scores were than categorized in three sets- High (75-100), Medium (25-75), Low (0-
25)
Male and Female Employees (‗s) scores were than charted in these three categories. And to
check the significance of relationship Chi Square Test was being used. After the Calculation
of Scores for each employee (Male & Female both) the following table is being prepared:
Table 4: The Emotional Intelligence Competency Scoring for the Male & Female
Employees of ABC Company Private Limited
EMOTIONAL INTELLIGENCE MALE FEMALE TOTAL
COMPETENCY SCORE
HIGH (75-100) 42 14 56
MEDIUM (25-75) 28 8 36
LOW (0-25) 18 10 28
TOTAL 88 32 120
Tools to be Used- Chi Square Test
Table 5: The Chi-Square Test Calculations for ABC Company Private Limited
O E O-E (O-E)2 (O-E)2/E
Emotional Intelligence Male 42 41.06 0.94 0.8836 0.021
Competency Score- High Female 14 14.93 -0.93 0.8649 0.057
Emotional Intelligence Male 28 26.4 1.6 2.56 0.096
Competency Score- Medium Female 8 9.6 -1.6 2.56 0.266
Emotional Intelligence Male 18 20.53 -2.53 6.40 0.311
Competency Score- Low Female 10 7.46 2.54 6.45 0.864
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The value of Chi Square Statistics = ∑ (O-E)2/E = 1.615
Using Table, for 5 % Level of Significance and 4 Degree of Freedom the value of Chi Square
Statistics is 9.488.
The calculated value of Chi Square Statistics is less than the Table Value of Chi Square
Statistics hence the Null Hypothesis is accepted, i.e. There is no significant Relationship
between Gender and Emotional Intelligence Competency Score.
Analysis of the Emotional Intelligence Competency Scoring of Male and Female
Employees of ABC Company Private Limited
The responses generated through the Questionnaire have given the following results.
Table 6: The Mean and Dispersion for ABC Company Private Limited
S. No. Respondents Mean Standard Coefficient of
Deviation Variance
1 Male 62 25.69 41.43%
2 Female 59 27.01 45.77%
Significance of Coefficient of Variance – Coefficient of Variance is the Statistical tool that
is used to define the consistency of Data, the lower is the value of Coefficient the higher will
be the consistency.
The responses generated can also be tabulated as follows-
Table 7: The Percentage Analysis of Emotional Intelligence Competency Scoring of
Male and Female Employees of ABC Company Private Limited
S. No. Respondents Emotional Intelligence Competency Scoring (In Percentage)
HIGH MEDIUM LOW
1 Male 47.8% 31.8% 20.4 %
2 Female 43.75% 25% 31.25%
CONCLUSION
The findings of this Research Work indicate that the application of Emotional Intelligence in
the Workplace increases occupational performances, leadership and organizational
productivity. The examples mentioned in the Research work indicates that various
organization have found out that if proper emotional intelligence was maintained at all level
of management then the success of Organizations was even more concrete and definite. The
study conducted has also given us the information that the stronger the emotional quotient of
any person is successful he/she‘ll be in the professional and personal life. The study had
indicated the fact that the productivity of any organization is also the function of how well
balanced the employees are when it comes to manage their own emotions and the emotions of
others (with respect to ABC Company Private Limited) Later part of study also indicates how
effective and important are the timely and continuous conduct of Emotional Intelligence
Enhancer Workshops for the achievement of Organizational goals and objectives. However,
the Research work conducted for ABC Company Private Limited does not provide us a clear
conclusion of whether Gender differences are significant in terms of Emotional Intelligence
Competency Scoring, while the Statistical tools like calculation of Mean, Standard Deviation
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