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7/29/2019 A Study on Emotional Intelligence and Self Management Among the Bpo Employees With Special Reference to Va

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A STUDY ON EMOTIONAL INTELLIGENCE AND SELF MANAGEMENT

AMONG THE BPO EMPLOYEES WITH SPECIAL REFERENCE TO

VAGUS TECHNOLOGIES

SUBMITTED BY

Naveena V

(Reg. No. 81910601034)

Department of Management Studies

Saranathan College of Engineering

Tiruchirapalli-620012

A PROJECT WORK

Submitted to the

FACULTY OF MANAGEMENT STUDIES

In partial fulfilment of the requirement for the award of the degree

Of

MASTER OF BUSINESS ADMINISTRATION

JUNE 2012


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DECLARATION

I hereby declare that the work entitled A STUDY ON EMOTIONAL INTELLIGENCE

AND SELF MANAGEMENT AMONG THE BPO EMPLOYEES WITH SPECIAL

REFERENCE TO VAGUS TECHNOLOGIES is submitted in partial fulfilment of the

requirement for the award of MBA degree, Anna University, Chennai, is a record of my own

work carried out by me during the academic year 2010-2012 under the supervision and

guidance of Associate Prof Dr, N.ANITHA, Department of Management Studies,

Saranathan College of Engineering. The extent and source of information are derived from

the existing literature and have been indicated through dissertation at the appropriate places.

The matter embodied in this work is original and has not been submitted for the award of any

other degree or diploma, either in this or any other university.

(Signature of the candidate)

Naveena V

Reg. No. 81910601034

I certify that the declaration made above by the candidate is true.

Signature of the Guide

With Name and Designation


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BONAFIDE CERTIFICATE

Certified that this project report titled A STUDY ON EMOTIONAL INTELLIGENCE

AND SELF MANAGEMENT AMONG THE BPO EMPLOYEES WITH SPECIAL

REFERENCE TO VAGUS TECHNOLOGIES. Is the bonafide work of Mr. /Ms.

Naveena V who carried out the research under my supervision. Certified further, that to the

best of my knowledge the work reported herein does not form part of any other project report

or dissertation on the basis of which a degree or award was conferred on an earlier occasion

on this or any other candidate.

Date:

Place: Signature of the Guide.

Forwarded by,

Signature of Head of the Department.


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ACKNOWLEGEMENT

First and foremost I express my sincere gratitude to our management

SARANATHAN COLLEGE OF ENGINEERING for having provided excellent and

appreciable infrastructure.

I extend my gratitude to Mr. Jayabaskeran N, HR Manager, Vagus technologies

Pvt Ltd, for providing me the opportunity to pursue a project work in their esteemed

organization under his guidance.

I wish to express my immense gratitude and thanks to my beloved Principal,

Dr.V.Gopalakrishnan, Saranathan College of Engineering, Trichy.

My humble thanks toDr.Y.Venkatramani, Acadamic Director, Saranathan

College of Engineering, Trichy.

I express my sincere thanks to our Director Dr.S.V Devenathan, Director,

Department of management studies, Saranathan College of Engineering Trichy for his

kind suggestion and guidance throughout the course of study.

I wish to express my profound and heart full thanks to Ms. Dr. N. Anitha, Associate

Prof., Department of Management Studies, for her unstinted support, encouragement,

unbelievable sense of commitment in guiding me not only as a faculty, but more as an

internal guide with lot of affection to bring out my project work with a grand success.

And finally I wish to acknowledge with gratefulness the help I received directed and

indirectly from all staff members of the Department of management studies.

My special thanks to my mother, dad, and friends who always keep me motivated and

happy and support me completely in all my endeavours.

(Naveena V)


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CONTENT

Chapter No Title Page No

I Introduction 1

Company Profile 7

II Review of Literature 14

III Research Methodology 18

IV Data Analysis and Interpretation 23

V Findings and Suggestions 83

Conclusion 88

Appendix xi

Bibliography xviii


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LIST OF TABLE

Table No Description Page No

1. Reliability Table (Cronbachs Alpha) 22

2. Classification of respondent on the basis of gender 23

3. Classification of respondent on the basis of age 24

4. Classification of respondent on the basis of experience 25

5. Classification of respondent on the basisaware of

emotional intelligence and self management

26

6. Classification of respondent on the basis balancing your

emotions in the work place

27

7. Classification of respondent on the basis Recognize your

own feeling inside workplace

28

8. Classification of respondent on the basis Recognize

colleagues feeling in workplace

29

9. Classification of respondent on the basis I know the factors

motives me to perform your work in the organization with

fulfillment

30

10. Classification of respondent on the basis Do you have

ability to regulate your emotions and behavior in the work

place?

31

11. Classification of respondent on the basis the ability to

influence the decision that affects your performance inside

the workplace

32

12. Classification of respondent on the basis EI and SM is the

tool used to maintain the relationships between peers

33

13. Classification of respondent on the basis how often are you

avoid taking your personal problems to work

34

14. Classification of respondent on the basis Negative feelingshelp you to address the things need to change in your life

35

15. Classification of respondent on the basis Will you listen to

your colleague's problem?

36

16. Classification of respondent on the basis the employees

who aware of their negative feelings are better leader of

their work

37

17. Classification of respondent on the basis Mention your

opinion about impact of emotional intelligence in the

following a) leadership

38


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18. Classification of respondent on the basis b) Performance

management

39

19. Classification of respondent on the basis c) Overcoming

occupational stress

40

20. Classification of respondent on the basis d) Able to

complete the work on time

41

21. Classification of respondent on the basis e) Maintain

relationship with others

42

22. Classification of respondent on the basis f) Job satisfaction 43


opinion about results of EI and SM a) Productivity gains

44

24. Classification of respondent on the basis b) Innovation 45

25 Classification of respondent on the basis c)

Accomplishments of individuals goal

46

26 Classification of respondent on the basis d)

accomplishments of teams

47

27 Classification of respondent on the basis Mention your

level of satisfaction about components of emotional

intelligence e)self awareness

48

28 Classification of respondent on the basis b)self regulations 49

29 Classification of respondent on the basis c) Interpersonal

skills

50

30 Classification of respondent on the basis d) adaptability 51

31 Classification of respondent on the basis e) Stress tolerance 52

32 Classification of respondent on the basis f) Motivation 53

33 Classification of respondent on the basis Rate your

satisfaction level about the benefits of EI to restrain

negative feelings a) Anger

54

34 Classification of respondent on the basis b) Lack of self

confidence

55

35 Classification of respondent on the basis c) Stress 56

36 Classification of respondent on the basis d) anxiety 57

37 Classification of respondent on the basis e) not able to

complete the task

58

38 Classification of respondent on the basis Rate your

satisfaction level about the benefits of EI to focus on

positive feelings a) self confidence

59

39 Classification of respondent on the basis b) Good

understanding between team

60


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40 Classification of respondent on the basis c) Responsiveness

on work

61

41 Classification of respondent on the basis d) Good climate 62

42 Classification of respondent on the basis e) Performance

and productivity improvement

63

43 Classification of respondent on the basis Mention your

overall satisfaction about emotional intelligence and self

management

64

44 Classification of respondent on the basis Do you need any

training exercise related to emotional intelligence and self

management

65

45 KMO and Bartletts Test 66

46 Communalities 67

47. Total variance explained 68

48. Rotated component matrix 69

49 Rotated Transformation Matrix 70

50. Modal summary (Regression) 71

51. Anova (Regression) 72

52. Coefficient (Regression) 73

53. Chi-Square (Test Statistics) 52


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LIST OF CHARTS

Chart No Description Page No

1. Classification of respondent on the basis of gender 23

2. Classification of respondent on the basis of age 24

3. Classification of respondent on the basis of experience 25

4. Classification of respondent on the basisaware of

emotional intelligence and self management

26

5. Classification of respondent on the basis balancing your

emotions in the work place

27

6. Classification of respondent on the basis Recognize your

own feeling inside workplace

28

7. Classification of respondent on the basis Recognize

colleagues feeling in workplace

29

8. Classification of respondent on the basis I know the factors

motives me to perform your work in the organization with

fulfillment

30

9. Classification of respondent on the basis Do you have

ability to regulate your emotions and behavior in the work

place?

31

10. Classification of respondent on the basis the ability toinfluence the decision that affects your performance inside

the workplace

32

11. Classification of respondent on the basis EI and SM is the

tool used to maintain the relationships between peers

33

12. Classification of respondent on the basis how often are you

avoid taking your personal problems to work

34

13. Classification of respondent on the basis Negative feelings

help you to address the things need to change in your life

35

14. Classification of respondent on the basis Will you listen to

your colleague's problem?

36

15. Classification of respondent on the basis the employees

who aware of their negative feelings are better leader of

their work

37


opinion about impact of emotional intelligence in the

following a) leadership

38

17. Classification of respondent on the basis b) Performance

management

39


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18. Classification of respondent on the basis c) Overcoming

occupational stress

40

19. Classification of respondent on the basis d) Able to

complete the work on time

41

20. Classification of respondent on the basis e) Maintain

relationship with others

42

21. Classification of respondent on the basis f) Job satisfaction 43


opinion about results of EI and SM a) Productivity gains

44

23. Classification of respondent on the basis b) Innovation 45

24. Classification of respondent on the basis c)

Accomplishments of individuals goal

46

25. Classification of respondent on the basis d)

accomplishments of teams

47


level of satisfaction about components of emotional

intelligence e)self awareness

48

27. Classification of respondent on the basis b)self regulations 49

28. Classification of respondent on the basis c) Interpersonal

skills

50

29. Classification of respondent on the basis d) adaptability 51

30. Classification of respondent on the basis e) Stress tolerance 52

31. Classification of respondent on the basis f) Motivation 53

32. Classification of respondent on the basis Rate your

satisfaction level about the benefits of EI to restrain

negative feelings a) Anger

54

33. Classification of respondent on the basis b) Lack of self

confidence

55

34. Classification of respondent on the basis c) Stress 56

35. Classification of respondent on the basis d) anxiety 57

36. Classification of respondent on the basis e) not able to

complete the task

58

37. Classification of respondent on the basis Rate your

satisfaction level about the benefits of EI to focus on

positive feelings a) self confidence

59

38. Classification of respondent on the basis b) Good

understanding between team

60

39. Classification of respondent on the basis c) Responsiveness

on work

61


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40. Classification of respondent on the basis d) Good climate 62

41. Classification of respondent on the basis e) Performance

and productivity improvement

63


overall satisfaction about emotional intelligence and selfmanagement

64

43. Classification of respondent on the basis Do you need any

training exercise related to emotional intelligence and self

management

65


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CHAPTER - I

Introduction &

Company profile


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Executive summary

The study was conducted with the objective of finding out the emotional intelligence

of employee in Vagus technologies Pvt Ltd, Trichy.

The primary data was collected through a structured questionnaire and the mode of

communication was personal interview. The respondents were directly interviewed and the

data were collected.

The survey was designed with 120 samples from all the employees of Vagus

technologies Pvt Ltd, Trichy.

The collected data was consolidated and interpreted using the statistical tools like

reliability analysis, factor analysis, regression analysis, frequency analysis, and chi-square

test, tables and graphs were used for the presentation purpose.

The analysis was followed by findings and suggestion which will help the

management to implement some measures in order to increase the level of satisfaction of the

employees working for the organisation.


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CHAPTER - I

Introduction

In present scenario, cut throat competition, stretched goals, cultural differences among the

diverse workforce and imbalanced work life have lead to increasing level of stress in

employees, also increase the job dissatisfaction. This satisfaction adversely affects the

performance of employees and becomes an undesirable and paramount the organization

problem. Hence the scientific researchers shown that the emotional intelligent person is more

adaptive to the environment and more productive for the organization. Therefore, tools stress

due to the job dissatisfaction can prove to be important for making the employees more

efficient and effective. Research also reveals that emotional quotient contributes 80% in thesuccess of the person as compared to the 20% contribution of the intelligence quotient (IQ)

only.

Therefore, EQ is undoubtedly a very important dimension of a persons personality.

Researchers also suggest the emotional intelligence oriented interventions can be successful

tools for making employees more job satisfied and stress less.

By developing our emotional intelligence we can become more productive and successful at

what we do, and help others to be more productive and successful too. The process and

outcomes of emotional intelligence development also contains many elements known to

reduce stress for individuals and organizations, by decreasing conflicts, improving

relationship and understandings and increasing stability, continuity and harmony which leads

to the job satisfaction.

Emotional Intelligence

To understand the concept of emotional intelligence, it would be useful to have an idea of

what emotions are. The word emotion comes from the latin word motere which means to

move this donates that all emotions induce desire to act the oxford English dictionary defines

emotions as, any agitation or distribution of mind, feelings, passion.

Emotional Intelligence is the capacity for recognizing our own feelings and those of others,

motivating ourselves, and managing emotions well, in ourselves and in our relationships.

We can identify that emotional intelligence has two major components:


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1. Personal competence

2. Social competence

Personal competence includes awareness of self, i.e understanding one own emotions,

feelings etc and management of the self, i.e the ability to deal with changing situations. Social

competence means social awareness and management of relationships. Social awareness is

the ability to understand the feelings of others while management of relationships is the

ability to work effectively with others.

Emotional intelligence is a master aptitude, a capacity that profoundly affects all other

abilities, either facilitating or interfering with them. Daniel Goleman

The seven elements of emotional intelligence

Self-awareness

The awareness of one's own feelings and the ability to recognise and manage these feelings in

a way which one feels that one can control. This factor includes a degree of self-belief in

one's ability to manage one's emotions and to control their impact in a work environment.

Emotional resilience

The ability to perform consistently in a range of situations under pressure and to adapt

behaviour appropriately. The ability to balance the needs of the situation and task with the

needs and concerns of the individuals involved. The ability to retain focus on a course of

action or need for results in the face of personal challenge or criticism.

Motivation

The drive and energy to achieve clear results and make an impact and, also, to balance short-

and long-term goals with an ability to pursue demanding goals in the face of rejection or

questioning.

Interpersonal sensitivity

The ability to be aware of, and take account of, the needs and perceptions of others in

arriving at decisions and proposing solutions to problems and challenges. The ability to build

from this awareness and achieve the commitment of others to decisions and action ideas. The


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willingness to keep open one's thoughts on possible solutions to problems and actively listen

to, and reflect on, the reactions and inputs from others.

InfluenceThe ability to persuade others to change a viewpoint based on the understanding of their

position and the recognition of the need to listen to this perspective and provide a rationale

for change.

Intuitiveness

The ability to arrive at clear decisions and drive their implementation when presented with

incomplete or ambiguous information using both rational and 'emotional' or intuitive

perceptions of key issues and implications.

Conscientiousness

The ability to display clear commitment to a course of action in the face of challenge and to

match 'words and deeds' in encouraging others to support the chosen direction.

The personal commitment to pursuing an ethical solution to a difficult business issue or

problem.

Analyzing the impact of emotional intelligence in the work place

Emotions are all-pervasive in an organisation. These emotions can be either positive or

negative. Both these types of emotions will have an effect on behaviour of employees and

this in turn will affect the total organisational culture.

Negative emotions in work place

Many organizational problems such as absenteeism, high employee turnover, decreased

productivity, etc, can have their roots in the negative emotions to which authorities have not

paid attention. Some of the indicators for the existence of negative emotions at the workplace

are the following.

Poor working condition


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Lack of job security

Lack of team effort

Poor career prospects

Employees who are not suited for the job

Very high or low levels of stress

Positive emotions in workplace

Positive emotions in the workplace are those which help in achievements of organizational

goals. They can lead to high morale, improved performance and better job satisfaction.

People who have positive emotions can think better and do their work more effectively.

Use of EI in HR applications

The importance of emotional competencies and their relation to performance lead

organization to develop and maintain emotional intelligence in their present employees

(Emmerling and Goleman, 2003 ). Therefore human resource departments use more

emotional competencies based applications. There are basically two ways to increase

emotional intelligence in an organization:

1. Hire people who are emotionally intelligent.

2. Develop emotional intelligence among current employees (Jacobs, 2003).

For both of the applications organizations need to determine competency models for every

position and job that describe the key competencies that are required for a certain job(McLagan, 1980). These competency models can be either set for organisation itself or

determined for every occupation groups such as sales, marketing, HR.


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Company profile

Vision

Be a valuable partner to our customer by providing the right solution.

Mission

To develop perfectly engineered solutions that would put our customer's business on the

cutting edge by delivering quality solutions on time, every time.

Overview

Vagus Technologies is an offshore center of e-Business International, an IT company whichis incorporated in 2006. Its headquarters is in NJ, USA. We have state-of-the-art

infrastructure staffed with highly qualified and experienced professionals. We are a Minority

Business Enterprise (MBE)certified by the State of New Jersey.

Vagus providing IT services to finance and banking, insurance, manufacturing, retail,

education, technology, telecom, government, healthcare, and energy and utilities industries.

Vagus offers IT Consulting, Application Development, Application Migration, Application

Integration, Application Maintenance and Support, ERP Implementation, ERP Maintenance

and Support, Product Implementation, and Staff Augmentation Service We also have a

Finance Package that was recently implemented in HSBC and now it is being implemented in

other major banks as well.

Vagus understands thoroughly customers cost and performance drivers and will work with

the customer to demonstrate cost reduction and productivity gains. Weexcel in providing an

optimum mix of onsite-onshore-offshore resources to minimize cost. We deliver quality

software through project and service management processes and methodologies designed for

execution of projects and services across multiple locations.

Vagus Technologies is a global provider of enterprise business solutions to finance and

banking, insurance, manufacturing, retail, education, technology, telecom, government,

healthcare, and energy and utilities industries. Through our global reach and solutions, it

solves the essential, industry-specific challenges that our customers face. Our world-class

enterprise solutions optimize business performance and deliver rapid return on investment,


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with a low total cost of ownership, and stronger bottom-line business results. By focusing

on industry specific markets, we deliver deep domain expertise to the industries we serve.

Vagus provides end-to-end business solutions that leverage technology. It provides solutions

for a dynamic environment where business and technology strategies converge. Its approach

focuses on new ways of business combining IT innovation and adoption while also

leveraging an organization's current IT assets. It work with large global corporations and

new generation technology companies-to build new products and services and to implement

prudent business and technology strategies in today's dynamic digital age.

It believes in quality deliverance. This approach instils more confidence in their clients who

eventually become their friends. They are always there to help whenever it is required.

Leadership

Vagus leadership team has the capability and confidence to achieve sustained growth by

focusing on three key success factors:

Customer focus

Employee orientation

Quality

Services

Staffing Service

Vagus provides onsite consulting and professional services to various government and

corporate customers. Vagus resource base includes experienced technology professionals,project managers, and subject matter experts. Our technical consultants maintain their

cutting-edge technology skills by participating in refresher training on a regular basis. Our

subject matter experts maintain their domain edge by continuous interaction with industry

forums and sector-specific seminars and workshops. Vagus provides teams to augment

customers IT teams, or professionals with specific skill sets for short term or long term

assignments.


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Vagus has successfully provided staffing services for various IT staffing

levels with following roles.

Project Leaders Project Facilitators Programmers

Web Designers /

Programmers

Software Specialists Systems Analysts

IT Architects /

Application Architects

Operations Support /

Help Desk Technicians

Functional Consultants

/ Business Analysts

Systems Programmers Technical Writers Mainframe Consultants

Data Specialists /

Database

Administrators

Systems

Administrators /

Network

Administrators

E-commerce Analysts /

E-commerce Software

Specialists

Trainers Testing Professionals Quality Assurance

Analysts

Business Consulting

Vagus provides strategic business consulting services which enhance business performance

of its clients by streamlining processes, cutting organizational risk and leveraging the global

sourcing / outsourcing organizational sculpt. We have worked with clients in a wide range of

industries to help them leverage the strengths of IT to optimize their business performance

and produce value driven results. We specialize in helping organizations grow their

businesses and their bottom line. Our services deliver a solution designed to meet our clients

business and technology needs.

We are expertise in :

Consulting

on HR

: we help our clients ally applications to business strategy, prioritize critical

work requests and plan internal resources


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From the

Scratch

: we redesign processes to work more efficiently, and design and

institutionalize metrics for process improvements

Consulting

on BPO

: we help our clients evaluate outsourcing suitability of applications and

infrastructure, design governance structure to manage relationship issues in

global outsourcing and manage organizational change involved in an

outsourcing initiative

Solution offerings :

Process enhancement & performance: We implement strategies to identify process

improvement opportunities and work extensively with our clients to execute changes in

their business process.

Managing operational risk : We assist in design and development of processes and

architecture to support better operational risk management

Transform management and re-organization : The design and management of the

organization and HR transition programs are reworked to slot in outsourcing

requirements.

Leading offshore resources: We analyze and design an effective program management

office, identify skills, capabilities, programs are reworked to slot in outsourcing

requirements.

Project Services

Vagus provides project services for clients to reach their extreme standards in the information

technology sector. Project services are delivered by trained, financial service professionals.

Our Project services include the following services:

Project Management Training System Implementation

Custom Interfaces Data Conversion Integrated Testing

Custom Software Localization Version Upgrade

Services


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Off shoring Services

Vagus drive IT behaviour and performance expectations, outsourcing strategies for our

clients. We, at Vagus recognize the fact that new and opposing market dynamics influence

the future of enterprise sourcing strategies.

To pose ourselves to meet our clients Off shoring needs, we have developed a circulated

delivery framework to help the clients to assess the advantages of Off shoring and effectively

manage the project. Our approach has been designed to help our client to enhance their

organizations functions.

BPO/Call-Centers

Outsourcing business processes enables corporations to focus on core competencies, leaving

the heavy lifting to Vagus. Vagus' BPO offerings enable organizations to reduce costs,

convert fixed costs to variable costs, gain access to new technology at a minimum cost,

achieve scalability, and attain process efficiencies.

Vagus has helped many companies focus on their core competencies by better defining value

chains and processes. Vagus assists customers to identify the right areas to keep in-house, and

the processes best outsourced, resulting in a huge savings potential. With Vagus as a BPO

partner, customers can gain access to complementary skills that help them serve their

customers better.

Vagus provides world-class end-to-end solutions using an optimum mix of onsite, onshore,

and offshore services to deliver the best value to our clients. Vagus' data conversion and

delivery centers are equipped with state-of-the-art technology, networks and equipment.

Technical Help Desk: Vagus' Technical Help Desk solution is focused on helping

organizations to maximize availability and utilization of their IT infrastructure, such as

network, systems, and applications. The key value is the continuous improvement of

service levels to the organization's IT-infrastructure users, without incurring run-away

costs. Vagus offers Help Desk services onsite, onshore, and offshore.

Vagus support services are also available over phone, voice mail, email, fax, intranet,

web, etc. Vagus leverages its global resources and operations in multiple time zones, and


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brings in increased flexibility, cost-effectiveness, and a superior user experience through

its Technical Help Desk solution.

Digital Imaging and Data Conversion : Vagus utilizes its expertise in digital imaging

and data conversion to help organizations meet their document conversion and

information capture needs. Vagus has the capability to create digital content from any

source - paper, microfilm, aperture cards, electronic files - and convert data to any

industry / company standard or format - TIFF, ASCII, comma separated value, fixed

format, SGML, XML, or other tagged formats.

Forms / Transaction Processing : Vagus leverages its expertise in forms / transaction

processing to convert paper forms / transactions to electronic data using ICR, OCR, or

manual data entry. Vagus has undertaken projects where the turnaround time for returning

the converted data to the customer is just a few hours. Established workflow systems and

ready project set-up processes ensure quick ramp-up of such transaction processing

projects.

Back Office Process Management : Vagus has handled back office processing for

accounting and human resource services. Vagus provide complete accounting, billing, and

collections process, which includes receiving documents, scanning, data entry, printing,

mailing and follow-up. Vagus human resource services include entry of timesheets,

vacation forms, and various other forms used by our customers.

Specialized Services

Vagus is the leading alternative for Enterprise Content Management through Microsoft

Content Management Server, Vignette, Interwoven Teamsite and Plumtree Portal Server. The

model allows Vagus to use best-of-breed technologies and contributions from the team to get

higher quality software produced more quickly at much lower cost. Having expertise in

Information Architecture and Web Site Design we capably take care of the overall Internet,

Intranet and Extranet needs of the client.

Enterprise Content Management (ECM)

Document Management

Collaboration

Records Management


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Knowledge Management

Web Content Management

Imaging

Over the last eight (8) years Vagus has had the opportunity to work with a diverse range of

industries and clients. Vagus approaches all its clients' projects with a very high degree of

ownership; we delve into the client's business, and then recommend and develop a solution

that is best suited for the business. We believe in long-term relationships. Listed below is the

partial list of our clients.


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CHAPTERII

Review of literature


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CHAPTERII

Review of Literature

Goleman(1998) research demonstrates that emotional intelligence has proven to be twiceas important as any other competency in any job role. The tougher and more challenging role

the more emotional intelligence becomes the important factor in success. He found that 90%

of exceptional leaders results are attributed to their emotional intelligence and observed that

being successful is much more than just intelligence. IQ only accounts for about 4% to 20%

of results. It shows the critical factor for sustained achievement is not only a function of

ability or talent but 80% of achievement is dependent on emotional intelligence.

McClelland (1999)found that when senior managers had a critical mass of emotional

intelligence capabilities, their divisions outperformed yearly earning goals by 20%. Division

leaders without critical mass under performed by almost the same amount. He found that the

more positive the overall moods of people in the top management team, the more

cooperatively they worked together- and the better the companys business results.

Egon zehnder(2000) founds that emotional intelligence leads to success in top

executives. Those how were primarily strong in emotional intelligence were more likely to

succeed than those who were strongest in either relevant in previous experience or IQ.

George,J.M(2000) reported that in working with emotional intelligence, 80-90% of thecompetencies that differentiate top performers are in the domain of emotional intelligence.

While IQ and other factors are important, its clear that emotional intelligence is essential to

optimal performance. Leaders excellence begins and ends with their inner resource:

executives who fails to develop their self- awareness risk falling into an emotionally

deadening routine that threatens their true selves.


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McClelland (2000) reviewed 30 companies and found that higher EI scores differentiated

the top performers from average ones. Some of the companies reviewed by them are: In a

landmark study of one of the UKs largest restaurant groups, there was clear evidence that

emotionally intelligent leaders were more effective. Manager high in emotional intelligencehad restaurants that outperformed others with increased guest satisfaction, lower turnover,

and 34% grater profit growth. The link between EQ and leadership was also clear at Pepsi co.

In pilot project, executives selected for EQ competencies far outperformed their colleagues,

delivering, 10% increase in productivity, 87% decrease in executive turnover. In

organizations where leadership is most visible, the affect of the leaders plays a major role. It

could be seen clearly in the way some teams walk on tip toes when the boss is having a

bad day. Perhaps thats why their study showed the most effective leaders in the US Navy

use EQ behavioursthey are warmer, more outgoing, emotionally expressive, dramatic, and

sociable. A study conducted by him of 358 leader within Johnson and Johnson identified a

strong link between superior performing leaders and emotional competence. The conclusion

ispowerful: emotional competence differentiates successful leaders.

HayGroup (2000) found that there is a great deal of research that links emotional

intelligence with individual performance and organizational productivity. Partners high in

emotional intelligence in a consulting firm delivered 139% more profit from their accounts

than other partners. Sales people trained in emotional intelligence competencies achieved a

sustained 87% improvement in sales and the training delivered in excess of 2000% return on

investment in the first year. Exceptional leaders attributed 90% of their success to their

emotional intelligence.

Eq Consortium(2000)A study of 80 Ph.Ds in science who underwent a battery of

personality tests, IQ tests, and interviews in the 1950s when they were graduates students at

Berkeley. Forty years later, when they were in their early seventies, they were tracked down

and estimates were made of their success based on resumes, evaluations by experts in their

own fields, and sources like American Men and Women of science. It turned out that social

and emotional abilities were four times important than IQ in establishing professional success

and prestige.


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Benjamin Schneider (2001) found that whatever kind of organization you run, a

primary measure of success would be the way your customers perceive you. Your

organizations ability to attract and retain customers requires far more that customer

satisfaction. To create loyal customers, organizations must endeavour for customer delight.

Emotional intelligence is at the core of relationships, and a sales maxim is that relationships

are everything

David (2007) this investigates among 158 freshmen examined the association between

emotional intelligence and stress, considering personality as a moderating variable. Results

suggest that emotional intelligence is potentially helpful n reducing stress for some

individuals, but unnecessary or irrelevant for others. We highlight results among the highly

stressed intense but confused participants in particular because they have average emotional

intelligence, but do not appear to use it, presumably because they lack confidence in their

emotional ability.


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CHAPTER - III

Research Methodology


30/108

CHAPTERIII

Research Methodology

The study is about the emotional intelligence that prevails in the

VAGUS TECHNOLOGIES Pvt Ltd, Trichy. The literature review strongly

supports the research which states the entire satisfaction of the employees

through the compensation provided, job nature, environment, superior

subordinate relationship, etc.

OBJECTIVES, NEED, SCOPE AND RESEARCH METHODOLY

3.1 Objective of the study

To find out the emotional intelligence level of the employees at Vagus technologies

pvt ltd.

To suggests measures to improve the emotional intelligence level of employees at

work place.

3.2 Need of the study

Vagus technologies are doing a lot of retrenchment these days and employees are suffering

from a slot of stress these days. Research says that emotional intelligence helps to reduce

stress by 66%. So by this study I will be able to find that whether there is any relation

between emotional intelligence and self management and if there exists a relation than how

company can use it to enhance the performance of employees.

3.3 Scope of the study

This proposed study is being limited to vagus technologies pvt ltd. This proposed will help to

find the impact of emotional intelligence on BPO employees.

3.4 Research methodology


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Method is a way of doing something and methodology is a set of methods used in a particular

area of activity. The research methodology employed in the research is as given by Philip

Kotler.

Developing the problems and research objective

Developing the information sources

Collecting and analyzing the information

Presenting the information

3.5 Research problem

Emotional intelligence and self management among BPO employees at vagus technologies.

3.6 Research design

Research design is a series of advanced decisions that taken together comprise the master

plan or model for the conduct of an investigation. So research design provides a framework

of plan for study, which guides the collection, measurement, analysis and interpretation of the

data. The research carried out here is descriptive in nature. Descriptive research provides data

about the population or universe being studied. It can describe 5 Ws and 1 H i.e what, when,

why, who, where and how.

3.7 Sample design and size

The population of study is corporate office vagus technologies pvt ltd. And the sample size of

120 employees working in vagus technologies pvt ltd. This study is based on convenience

sampling for which areas are of limited to vagus technologies pvt ltd.

3.8 Method of data collection

The fourth step of research methodology is data collection. It can be done through primary or

secondary techniques. In this study both techniques are use to collect data.

To collect primary data a survey will be conducted on emotional intelligence

of employee through a questionnaire, which will be filled by the employees.

Various questions will be asked to gain maximum information from the

respondents.


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For secondary data I have referred journals, magazines and internet.

3.9 Scaling techniques

Scaling techniques is used in this survey, for understanding the co-relation between

emotional intelligence and self management among bpo employees and the answers of the

respondents are elucidated by asking them to indicate their level of agreement on a given five

point likert scale with values ranging from 1(strongly agree) to 5(strongly disagree).

3.10 Hypotheses formation

In order to fulfil my first objective, following hypotheses is formed

H0: There is no correlation between emotional intelligence and self management among bpo

employees.

H1: T here is a correlation between emotional intelligence and self management among bpo

employees.

3.5 STATISTICAL TOOLS USED

3.5.1 Reliability Test

The Reliability refers to the consistency of a measure. A measure is said to

have a high reliability if it produces consistent results under consistent conditions.

Here Reliability is used to check whether the variables in the questionnaire are related

to one another to produce an effective result. The value of Cronbachs alpha above 0.5

can be used as a reasonable test of scale reliability.

3.5.2 Frequency Analysis

Generally a frequency is used for looking at detailed information on

nominal (category) data and describing the results. Categorical data is for variables

such as gender i.e. males are coded as "1" and females are coded as "2." Frequencies

options include a table showing counts and percentages, statistics including percentile

values, central tendency, dispersion and distribution, and charts including bar charts

and histograms.


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The Frequencies procedure was used to analyze the variables. The variables

that consist of scales can be analyzed using frequency procedure to generate the

summary statistics and charts.

3.5.3 Factor Analysis

Factor analysisis astatisticalmethod used to describevariabilityamong

observed, correlatedvariablesin terms of a potentially lower number of unobserved

variables calledfactors.

3.5.4 Regression Analysis

Regression analysis includes many techniques for modeling and analyzing

several variables, when the focus is on the relationship between a dependent

variableand one or moreindependent variables. More specifically, regression analysis

helps one understand how the typical value of the dependent variable changes when

any one of the independent variables is varied, while the other independent variables

are held fixed. Most commonly, regression analysis estimates theconditional

expectationof the dependent variable given the independent variables that is,

theaverage valueof the dependent variable when the independent variables are fixed.

Less commonly, the focus is on aquantile, or otherlocation parameterof theconditional distribution of the dependent variable given the independent variables. In

all cases, the estimation target is afunctionof the independent variables called the

regression function.

3.5.5 Chi square Analysis

If a sample of size n is taken from a population having anormal distribution,

then there is a well-known result which allows a test to be made of whether the

variance of the population has a pre-determined value. For example, a manufacturing

process might have been in stable condition for a long period, allowing a value for the

variance to be determined essentially without error. Suppose that a variant of the

process is being tested, giving rise to a small sample of product items whose variation

is to be tested. The test statistic Tin this instance could be set to be the sum of squares

about the sample mean, divided by the nominal value for the variance. Then Thas a

chi-squared distribution with n 1degrees of freedom.
http://en.wikipedia.org/wiki/Statisticshttp://en.wikipedia.org/wiki/Statisticshttp://en.wikipedia.org/wiki/Statisticshttp://en.wikipedia.org/wiki/Variancehttp://en.wikipedia.org/wiki/Variancehttp://en.wikipedia.org/wiki/Variancehttp://en.wikipedia.org/wiki/Variable_(mathematics)http://en.wikipedia.org/wiki/Variable_(mathematics)http://en.wikipedia.org/wiki/Variable_(mathematics)http://en.wikipedia.org/wiki/Dependent_variablehttp://en.wikipedia.org/wiki/Dependent_variablehttp://en.wikipedia.org/wiki/Dependent_variablehttp://en.wikipedia.org/wiki/Independent_variablehttp://en.wikipedia.org/wiki/Independent_variablehttp://en.wikipedia.org/wiki/Independent_variablehttp://en.wikipedia.org/wiki/Conditional_expectationhttp://en.wikipedia.org/wiki/Conditional_expectationhttp://en.wikipedia.org/wiki/Conditional_expectationhttp://en.wikipedia.org/wiki/Conditional_expectationhttp://en.wikipedia.org/wiki/Average_valuehttp://en.wikipedia.org/wiki/Average_valuehttp://en.wikipedia.org/wiki/Average_valuehttp://en.wikipedia.org/wiki/Quantilehttp://en.wikipedia.org/wiki/Quantilehttp://en.wikipedia.org/wiki/Quantilehttp://en.wikipedia.org/wiki/Location_parameterhttp://en.wikipedia.org/wiki/Location_parameterhttp://en.wikipedia.org/wiki/Location_parameterhttp://en.wikipedia.org/wiki/Function_(mathematics)http://en.wikipedia.org/wiki/Function_(mathematics)http://en.wikipedia.org/wiki/Function_(mathematics)http://en.wikipedia.org/wiki/Normal_distributionhttp://en.wikipedia.org/wiki/Normal_distributionhttp://en.wikipedia.org/wiki/Normal_distributionhttp://en.wikipedia.org/wiki/Degrees_of_freedom_(statistics)http://en.wikipedia.org/wiki/Degrees_of_freedom_(statistics)http://en.wikipedia.org/wiki/Degrees_of_freedom_(statistics)http://en.wikipedia.org/wiki/Degrees_of_freedom_(statistics)http://en.wikipedia.org/wiki/Normal_distributionhttp://en.wikipedia.org/wiki/Function_(mathematics)http://en.wikipedia.org/wiki/Location_parameterhttp://en.wikipedia.org/wiki/Quantilehttp://en.wikipedia.org/wiki/Average_valuehttp://en.wikipedia.org/wiki/Conditional_expectationhttp://en.wikipedia.org/wiki/Conditional_expectationhttp://en.wikipedia.org/wiki/Independent_variablehttp://en.wikipedia.org/wiki/Dependent_variablehttp://en.wikipedia.org/wiki/Dependent_variablehttp://en.wikipedia.org/wiki/Variable_(mathematics)http://en.wikipedia.org/wiki/Variancehttp://en.wikipedia.org/wiki/Statistics


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CHAPTER - IV

Data analysis andInterpretation


35/108

CHAPTERIV

Data Analysis and Interpretation

4.1 SCALE RELIABILITY

After identifying the dimension underlying a factor, a researcher may prepare a

scale of those dimensions to measure a factor. Such a scale has to be tested for validity and

reliability. Proper validity and reliability testing can be done using CFA. However, researcher

commonly uses the Cronbachs alpha coefficient for establishing scale reliability. The

Cronbachs alpha coefficient is an indicator of internal consistency of the scale. A high value

of the Cronbachs alpha coefficient suggests that that the item that make up the scale hang

together and measure the same underlying construct. A value of Cronbachs alpha above

0.07 can be used as a reasonable test of scale reliability.

Reliability statistics of EMOTIONAL INTELLIGENCE

Table : 1 Reliability Statistics

Cronbach's Alpha N of Items

.898 40

Inference:

The alpha values were calculated to assess the internal consistency reliabilities

of the Emotional Intelligence scales. For emotional intelligence scales, the value of.898

indicated adequate reliability (Nunnally, 1978).

Cronbachs (alpha) is a statistics used in this study. It is commonly used as a

measure of the internal consistency or reliability of a psychometric test score for a sample of

examinees. Cronbachs alpha will generally increase as the intercorrelations among test items

increase, and is thus known as an internal consistency estimate of reliability of test scores,


36/108

because intercorrelations among test items are maximized when all items measure the same

construct , Cronbachs alpha is widely believed to indirectly indicate the degree to which a

set of items measures a single unidimensional latent construct.

Demographic and rational profile of consumers analyzed using frequency analysis (i.e.)

percentage analysis in this study.

4.2 FREQUENCY ANALYSIS

4.2.1 Classification of respondent on the basis of gender

TABLE 2:

Table showing the gender of the respondents

Gender No. of

respondents

Percentage

Male 63 52.5

Female 57 47.5

Total 120 100.0

Chart 1:

Inference

From the above table it is inferred that 52% of the respondents are male and the rest

48% of the respondents are female

52%

48%

Percentage

Male

Female


37/108

4.2.2 Classification of respondent on the basis of age

TABLE 3:

Table showing the age of the respondents

Age No of respondents Percentage

18-25 24 20.0

26-35 40 33.3

36-45 41 34.2

above 45 15 12.5

Total 120 100.0

Chart 2:

Inference

From the above table it is inferred that 20% of the respondents are 18-25years, 33% of

the respondents are 26-35 years, 34 % of the respondents are 36-45 years and rest 12% of the

respondents are above 45 years.

20%

33%

34%

13%

Age

18-25

26-35

36-45

above 45


38/108

4.2.3 Classification of respondent on the basis of experience

TABLE4:

Table showing the experience of the respondents

Experience Frequency Percent

less than 1 year 14 11.7

1-3 yrs 20 16.7

4-6 yrs 32 26.7

7-9yrs 30 25.0

>=10 24 20.0

Total 120 100.0

Chart 3:

Inference

From the above data it is inferred that 12% of the respondents are less than 1 year

experience, 17% of the respondents are 1-3 years experience, 26 % of the respondents are 4-6

years experience, 25% of respondents are 7-9 years, and the rest 20 % of the respondents are

above 10 years experience.

12%

17%

26%

25%

20%

Experience

less than 1 year

1-3 yrs

4-6 yrs

7-9yrs

>=10


39/108

4.2.4 Classification of respondent on the basis aware of emotional intelligence and self

management

TABLE 5:

Table showing respondents to the statement

Aware of emotional intelligence and self management

Content Frequency Percent

Highly aware 33 27.5

Aware 58 48.3

Neutral 22 18.3

Unaware 7 5.8

Total 120 100.0

Chart 4:

Inference

From the above table it is inferred that 48% of the respondents aware of emotional

intelligence and self management, 28% of the respondents highly aware of emotional

intelligence and self management, 18% of the respondents expressed the opinion in neutral

manner and the rest 6% of the respondents unaware about emotional intelligence and self

management.

27.5

48.3

18.3

5.8

0

10

20

30

40

50

60

highly aware aware neutral unaware

Percent


40/108

4.2.5 Classification of respondent on the basis balancing your emotions in the work

place

TABLE 6:


Balancing your emotions in the work place


highly effective 38 31.7

Effective 46 38.3

Neutral 27 22.5

Ineffective 9 7.5

Total 120 100.0

Chart 5:

Inference

From the above table it is inferred that 38% of the respondents effective that,

Balancing your emotions in the work place, 32% of the respondents highly effective, 23% of

the respondents expressed the opinion in neutral manner and the rest 8% of the respondents

ineffective to this statement

31.7

38.3

22.5

7.5

0

5

10

15

20

25

30

3540

45

highly effective effective neutral ineffective

Percent


41/108

4.2.6 Classification of respondent on the basis Recognize your own feeling inside

workplace

TABLE 7:


Recognize your own feeling inside workplace


Regularly 17 14.2

Always 29 24.2

Frequently 27 22.5

Occasionally 23 19.2

Rarely 24 20.0

Total 120 100.0

Chart6:

Inference

From the above table it is inferred that 24% of the respondents always , Recognize your own

feeling inside workplace, 23% of the respondents frequently recognize your own feelings

inside workplace, 20% of the respondents rarely recognize your own feeling inside

workplace, 19% of the respondents occasionally recognize your own feeling inside workplace

and the rest 14% of the respondents regularly recognize your own feelings inside workplace.

14.2

24.2 22.5

19.2 20

0

5

10

15

20

25

30

regularly always frequently occasionally rarely

Percent


42/108

4.2.7 Classification of respondent on the basis Recognize colleagues feeling in workplace

TABLE 8:


Recognize colleagues feeling in workplace


Regularly 10 8.3

Always 27 22.5

Frequently 36 30.0


Rarely 7 5.8

Total 120 100.0

Chart7:

Inference

From the above table it is inferred that 33% of the respondents occasionally, Recognize

colleagues feeling in workplace, 30% of the respondents frequently recognize colleagues

feeling in workplace, 23% of the respondents always recognize colleagues feeling in

workplace, 8% of the respondents regularly recognize colleagues feeling in workplace andthe rest 6% of the respondents rarely recognize colleagues feeling in workplace.

8.3

22.5

30

33.3

5.8

0

5

10

15

20

25

30

35


Percent


43/108

4.2.8 Classification of respondent on the basis I know the factors motives me to perform

your work in the organisation with fulfilment

TABLE 9:


I know the factors motives me to perform your work in the organisation with fulfilment


strongly agree 22 18.3

Agree 79 65.8

Neutral 18 15.0

Disagree 1 .8

Total 120 100.0

Chart8:

Inference

From the above table it is inferred that 66% of the respondents agree that, I know the

factors motives me to perform your work in the organisation with fulfilment, 18% strongly

agree the statement, 15% of the respondents expressed the opinion in neutral manner, and the

rest 1% respondents disagree to this statement.

18.3

65.8

15

0.8

0

10

20

30

40

50

60

70

strongly agree agree neutral disagree

Percent


44/108

4.2.9 Classification of respondent on the basis Do you have ability to regulate your

emotions and behaviour in the work place?

TABLE 10:


Do you have ability to regulate your emotions and behaviour in the work place?


Yes 108 90.0

No 12 10.0

Total 120 100.0

Chart9:

Inference

From the above table it is inferred that 90% of the respondents said yes that, do you have

ability to regulate your emotions and behaviour in the work place, 10% of the respondents

said no to the statement.

90

10

0

10

20

30

40

50

60

70

8090

100

yes no

Percent


45/108

4.2.10 Classification of respondent on the basis the ability to influence the decision that

affects your performance inside the workplace

TABLE 11:


The ability to influence the decision that affects your performance inside the

workplace


Yes 58 48.3

No 62 51.7

Total 120 100.0

Chart10:

Inference

From the above table it is inferred that 48% of the respondents said yes that, the ability to

influence the decision that affects your performance inside the workplace, 52% of the

respondents said no to the statement.

48.3

51.7

46

47

48

49

50

51

52

yes no

Percent


46/108

4.2.11 Classification of respondent on the basis EI and SM is the tool used to maintain

the relationships between peers

TABLE 12:


EI and SM is the tool used to maintain the relationships between peers



Agree 77 64.2

Neutral 18 15.0

Disagree 2 1.7

Total 120 100.0

Chart11:

Inference

From the above table it is inferred that 64% of the respondents agree that,EI and SM

is the tool used to maintain the relationships between peers, 19% strongly agree the

statement, 15% of the respondents expressed the opinion in neutral manner, and the rest 2%

respondents disagree to this statement.

19.2

64.2

15

1.7

0

10

20

30

40

50

60

70


Percent


47/108

4.2.12 Classification of respondent on the basis how often are you avoid taking your

personal problems to work

TABLE 13:

Table showing respondents to the statement How often are you avoid taking your

personal problems to work


Regularly 14 11.7

Always 52 43.3

Frequently 25 20.8


Rarely 6 5.0

Total 120 100.0

Chart12:

Inference

From the above table it is inferred that 43% of the respondents always that, how often

are you avoid taking your personal problems to work, 21% of the respondents frequently,

how often are you avoid taking your personal problems to work, 19% of the respondents

occasionally, how often are you avoid taking your personal problems to work, 12% of the

respondents regularly, how often are you avoid taking your personal problems to work and

the rest 5% of the respondents rarely,how often are you avoid taking your personal problemsto work.

11.7

43.3

20.819.2

5

0

5

10

15

20

25

30

35

40

45

50


Percent


48/108

4.2.13 Classification of respondent on the basis Negative feelings help you to address the

things need to change in your life

TABLE 14:


Negative feelings help you to address the things need to change in your life



Agree 65 54.2

Neutral 29 24.2

Disagree 9 7.5

Total 120 100.0

Chart13:

Inference

From the above table it is inferred that 54% of the respondents agree that, Negative

feelings help you to address the things need to change in your, 14% strongly agree the

statement, 24% of the respondents expressed the opinion in neutral manner, and the rest 8%respondents disagree to this statement.

14.2

54.2

24.2

7.5

0

10

20

30

40

50

60


Percent


49/108

4.2.14 Classification of respondent on the basis Will you listen to your colleague's

problem?

TABLE 15:


Will you listen to your colleague's problem?


Yes 79 65.8

No 41 34.2

Total 120 100.0

Chart14:

Inference

From the above table it is inferred that 66% of the respondents said yes that,Will you listen

to your colleague's problem, 34% of the respondents said no to the statement.

65.8

34.2

0

10

20

30

40

50

60

70

yes no

Percent


50/108

4.2.15 Classification of respondent on the basis the employees who aware of their

negative feelings are better leader of their work

TABLE 16:


The employees who aware of their negative feelings are better leader of their work



Agree 62 51.7

Neutral 32 26.7

Disagree 7 5.8

Total 120 100.0

Chart15:

Inference

From the above table it is inferred that 52% of the respondents agree that, the

employees who aware of their negative feelings are better leader of their work, 16% strongly

agree the statement, 27% of the respondents expressed the opinion in neutral manner, and therest 6% respondents disagree to this statement.

15.8

51.7

26.7

5.8

0

10

20

30

40

50

60


Percent


51/108

4.2.16 Classification of respondent on the basis Mention your opinion about impact of

emotional intelligence in the following a) leadership

TABLE 17:


Mention your opinion about impact of emotional intelligence in the following

a)leadership



Agree 42 35.0

Neutral 33 27.5

Disagree 2 1.7

Total 120 100.0

Chart16:

Inference

From the above table it is inferred that 36% of the respondents strongly agree that, Mention

your opinion about impact of emotional intelligence in the following leadership, 35% agree

the statement, 28% of the respondents expressed the opinion in neutral manner, and the rest

2% respondents disagree to this statement.

35.8 35

27.5

1.7

0

5

10

15

20

25

30

35

40


Percent


52/108

4.2.17 Classification of respondent on the basis b) Performance management

TABLE 18:


b) Performance management



Agree 74 61.7

Neutral 21 17.5

Total 120 100.0

Chart17:

Inference

From the above table it is inferred that 62% of the respondents agree that, Mention your

opinion about impact of emotional intelligence in the following performance management,

21% strongly agree the statement, and the rest 18% of the respondents expressed the opinion

in neutral manner.

20.8

61.7

17.5

0

10

20

30

40

50

60

70

strongly agree agree neutral

Percent


53/108

4.2.18 Classification of respondent on the basis c) Overcoming occupational stress

TABLE 19:


c) Overcoming occupational stress



Agree 45 37.5

Neutral 51 42.5

Disagree 8 6.7

Total 120 100.0

Chart18:

Inference

From the above table it is inferred that 43% of the respondents neutral that, Mention your

opinion about impact of emotional intelligence in the following Overcoming occupational

stress, 38% agree the statement, 13% of the respondents strongly agree the statement, and the

rest 7% respondents disagree to this statement.

13.3

37.5

42.5

6.7

0

5

10

15

20

25

30

35

40

45


Percent


54/108

4.2.19 Classification of respondent on the basis d) Able to complete the work on time

TABLE 20:


d) Able to complete the work on time



Agree 51 42.5

Neutral 33 27.5

Disagree 9 7.5

Total 120 100.0

Chart19:

Inference


opinion about impact of emotional intelligence in the following able to complete the work on

time, 23% strongly agree the statement, 28% of the respondents expressed the opinion in

neutral manner and the rest 8% of the respondents disagree the statement.

22.5

42.5

27.5

7.5

0

5

10

15

20

25

30

35

40

45


Percent


55/108

4.2.20 Classification of respondent on the basis e) Maintain relationship with others

TABLE 21:


e) Maintain relationship with others



Agree 54 45.0

Neutral 7 5.8

Disagree 1 .8

Total 120 100.0

Chart20:

Inference

From the above table it is inferred that 48% of the respondents strongly agree that, Mention

your opinion about impact of emotional intelligence in the following maintain relationship

with others, 45% agree the statement, and 6% of the respondents expressed the opinion in

neutral manner and the rest 0. 8% of the respondents disagree the statement.

48.345

5.8

0.8

0

10

20

30

40

50

60


Percent


56/108

4.2.21 Classification of respondent on the basis f) Job satisfaction

TABLE 22:


f) Job satisfaction



Agree 45 37.5

Neutral 32 26.7

Disagree 13 10.8

strongly disagree 2 1.7

Total 120 100.0

Chart21:

Inference


opinion about impact of emotional intelligence in the following job satisfaction, 27% of the

respondents expressed the opinion in neutral manner, 23% of the respondents strongly agree

the statement, 11% of the respondents disagree the statement and the rest 2% of therespondents disagree the statement.

23.3

37.5

26.7

10.8

1.7

0

5

10

15

20

25

30

35

40

strongly agree agree neutral disagree strongly

disagree

Percent


57/108

4.2.22 Classification of respondent on the basis Mention your opinion about results of

EI and SM a) Productivity gains

TABLE 23:


Mention your opinion about results of EI and SM

a) Productivity gains



Agree 46 38.3

Neutral 12 10.0

Disagree 1 .8

Total 120 100.0

Chart22:

Inference

From the above table it is inferred that 51% of the respondents strongly agree that,

Mention your opinion about results of EI and SM Productivity gains, 38% of the respondents

agree the statement, 10% of the respondents expressed the opinion in neutral manner and the

rest 0.8% of the respondents disagree the statement.

50.8

38.3

10

0.8

0

10

20

30

40

50

60


Percent


58/108

4.2.23 Classification of respondent on the basis b) Innovation

TABLE 24:


b)Innovation



Agree 51 42.5

Neutral 44 36.7

Disagree 16 13.3

Total 120 100.0

Chart23:

Inference

From the above table it is inferred that 43% of the respondents agree that, Mention

your opinion about results of EI and SM innovation, 37% of the respondents expressed the

opinion in neutral manner, 13% of the respondents disagree the statement and the rest 8% of

the respondents disagree the statement.

7.5

42.5

36.7

13.3

0

5

10

15

20

25

30

35

40

45


Percent


59/108

4.2.24 Classification of respondent on the basis c) Accomplishments of

individuals goal

TABLE 25:


c) Accomplishments of individuals goal



Agree 42 35.0

Neutral 36 30.0

Disagree 21 17.5

strongly disagree 4 3.3

Total 120 100.0

Chart24:

Inference

From the above table it is inferred that 35% of the respondents agree that, Mention

your opinion about results of EI and SM Accomplishments of individuals goal, 30% of the

respondents expressed the opinion in neutral manner, 18% of the respondents disagree the

statement, 14% of the respondents strongly agree the statement and the rest 3% of the

respondents strongly disagree the statement.

14.2

35

30

17.5

3.3

0

5

10

15

20

25

30

35

40

strongly agree agree neutral disagree strongly

disagree

Percent


60/108

4.2.25 Classification of respondent on the basis d) accomplishments of teams

TABLE 26:


d)accomplishments of teams



Agree 42 35.0

Neutral 8 6.7

Disagree 1 .8

Total 120 100.0

Chart25:

Inference

From the above table it is inferred that 58% of the respondents strongly agree that,

Mention your opinion about results of EI and SM accomplishment of teams, 35% of the

respondents strongly agree the statement, 7% of the respondents expressed the opinion in

neutral manner and the rest 0.8% of the respondents disagree the statement.

57.5

35

6.7

0.8

0

10

20

30

40

50

60

70


Percent


61/108

4.2.26 Classification of respondent on the basis Mention your level of satisfaction about

components of emotional intelligence e)self awareness

TABLE 27:


Mention your level of satisfaction about components of emotional intelligence

e)self awareness


highly satisfied 57 47.5

Satisfied 56 46.7

Neutral 7 5.8

Total 120 100.0

Chart26:

Inference

From the above table it is inferred that 48% of the respondents highly satisfied that,

Mention your level of satisfaction about components of emotional intelligence self

awareness, 47% of the respondents satisfied with the statement, and the rest 6% of the

respondents expressed the opinion in neutral manner.

47.5 46.7

5.8

0

5

10

15

20

25

30

35

40

45

50

highly satisfied satisfied neutral

Percent


62/108

4.2.27 Classification of respondent on the basis b)self regulations

TABLE 28:


b)self regulations



Satisfied 68 56.7

Neutral 16 13.3

Dissatisfied 1 .8

Total 120 100.0

Chart27:

Inference

From the above table it is inferred that 57% of the respondents satisfied that, Mention

your level of satisfaction about components of emotional intelligence self regulations, 29% of

the respondents highly satisfied with the statement, 13% of the respondents expressed the

opinion in neutral manner and the rest 0.8% dissatisfied with the statement.

29.2

56.7

13.3

0.8

0

10

20

30

40

50

60

highly satisfied satisfied neutral dissatisfied

Percent


63/108

4.2.28 Classification of respondent on the basis c) Interpersonal skills

TABLE 29:


c) Interpersonal skills



Satisfied 44 36.7

Neutral 58 48.3

Dissatisfied 3 2.5

Total 120 100.0

Chart28:

Inference

From the above table it is inferred that 48% of the respondents neutral that, Mention

your level of satisfaction about components of emotional intelligence interpersonal skills,

37% of the respondents satisfied with the statement, 13% of the respondents highly satisfied

with the statement and the rest 3% dissatisfied with the statement.

12.5

36.7

48.3

2.5

0

10

20

30

40

50

60


Percent


64/108

4.2.29 Classification of respondent on the basis d) adaptability

TABLE 30:


d)adaptability



Satisfied 48 40.0

Neutral 31 25.8

Dissatisfied 3 2.5

Total 120 100.0

Chart29:

Inference


your level of satisfaction about components of emotional intelligence adaptability, 32% of the

respondents highly satisfied with the statement, 26% of the respondents expressed the

opinion in neutral manner and the rest 3% dissatisfied with the statement.

31.7

40

25.8

2.5

0

5

10

15

20

25

30

35

40

45


Percent


65/108

4.2.30 Classification of respondent on the basis e) Stress tolerance

TABLE 31:


e) Stress tolerance



Satisfied 57 47.5

Neutral 21 17.5

Dissatisfied 1 .8

Total 120 100.0

Chart30:

Inference


your level of satisfaction about components of emotional intelligence stress tolerance, 34% of

the respondents highly satisfied with the statement, 18% of the respondents expressed the

opinion in neutral manner and the rest 0.8% dissatisfied with the statement.

34.2

47.5

17.5

0.8

0

5

10

15

20

25

30

35

40

45

50


Percent


66/108

4.2.31 Classification of respondent on the basis f) Motivation

TABLE 32:

Table showing respondents to the statement f)Motivation



Satisfied 44 36.7

Neutral 43 35.8

Dissatisfied 10 8.3

highly dissatisfied 1 .8

Total 120 100.0

Chart31:

Inference


your level of satisfaction about components of emotional intelligence motivation, 36% of the

respondents expressed the opinion in neutral manner, 18% of the respondents highly satisfied

with the statement, 8% of the respondents dissatisfied with the statement and the rest 0.8%

highly dissatisfied with the statement.

18.3

36.7 3

Documents

A Study on Emotional Intelligence and Self Management Among the Bpo Employees With Special Reference to Vagus Technologi~1