A Study On Emotional Intelligence and Self Management Among The Bpo Employees With Special Reference To Vagus Technologi 1

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
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
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: Forwarded by, Signature of the Guide.
Signature of Head of the Department.
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)
CONTENT Chapter No I Introduction Company Profile II III IV V Review of Literature Research Methodology Data Analysis and Interpretation Findings and Suggestions Conclusion Appendix Bibliography Title Page No 1 7 14 18 23 83 88 xi xviii
LIST OF TABLE Table No 1. 2. 3. 4. 5. 6. Description Reliability Table (Cronbachs Alpha) Classification of respondent on the basis of gender Classification of respondent on the basis of age Classification of respondent on the basis of experience Classification of respondent on the basis aware of emotional intelligence and self management Classification of respondent on the basis balancing your emotions in the work place Classification of respondent on the basis Recognize your own feeling inside workplace Classification of respondent on the basis Recognize colleagues feeling in workplace Classification of respondent on the basis I know the factors motives me to perform your work in the organization with fulfillment Classification of respondent on the basis Do you have ability to regulate your emotions and behavior in the work place? Classification of respondent on the basis the ability to influence the decision that affects your performance inside the workplace Classification of respondent on the basis EI and SM is the tool used to maintain the relationships between peers Classification of respondent on the basis how often are you avoid taking your personal problems to work Classification of respondent on the basis Negative feelings help you to address the things need to change in your life Classification of respondent on the basis Will you listen to your colleague's problem? Classification of respondent on the basis the employees who aware of their negative feelings are better leader of their work Classification of respondent on the basis Mention your opinion about impact of emotional intelligence in the following a) leadership Page No 22 23 24 25 26 27
7. 8.
28 29
9.
30
10.
31
11.
32
12. 13.
33 34
14.
35
15.
36
16.
37
17.
38
18. 19. 20. 21. 22. 23. 24. 25 26 27
Classification of respondent on the basis b) Performance management Classification of respondent on the basis c) Overcoming occupational stress Classification of respondent on the basis d) Able to complete the work on time Classification of respondent on the basis e) Maintain relationship with others Classification of respondent on the basis f) Job satisfaction Classification of respondent on the basis Mention your opinion about results of EI and SM a) Productivity gains Classification of respondent on the basis b) Innovation Classification of respondent on the basis c) Accomplishments of individuals goal Classification of respondent on the basis d) accomplishments of teams Classification of respondent on the basis Mention your level of satisfaction about components of emotional intelligence e)self awareness Classification of respondent on the basis b)self regulations Classification of respondent on the basis c) Interpersonal skills Classification of respondent on the basis d) adaptability Classification of respondent on the basis e) Stress tolerance Classification of respondent on the basis f) Motivation Classification of respondent on the basis Rate your satisfaction level about the benefits of EI to restrain negative feelings a) Anger Classification of respondent on the basis b) Lack of self confidence Classification of respondent on the basis c) Stress Classification of respondent on the basis d) anxiety Classification of respondent on the basis e) not able to complete the task Classification of respondent on the basis Rate your satisfaction level about the benefits of EI to focus on positive feelings a) self confidence Classification of respondent on the basis b) Good understanding between team
39 40 41 42 43 44 45 46 47 48
28 29 30 31 32 33
49 50 51 52 53 54
34
55
35 36 37 38
56 57 58 59
39
60
40 41 42 43
Classification of respondent on the basis c) Responsiveness on work Classification of respondent on the basis d) Good climate Classification of respondent on the basis e) Performance and productivity improvement Classification of respondent on the basis Mention your overall satisfaction about emotional intelligence and self management Classification of respondent on the basis Do you need any training exercise related to emotional intelligence and self management KMO and Bartletts Test Communalities Total variance explained Rotated component matrix Rotated Transformation Matrix Modal summary (Regression) Anova (Regression) Coefficient (Regression) Chi-Square (Test Statistics)
61 62 63 64
44
65
45 46 47. 48. 49 50. 51. 52. 53.
66 67 68 69 70 71 72 73 52
LIST OF CHARTS Chart No 1. 2. 3. 4. 5. Description Classification of respondent on the basis of gender Classification of respondent on the basis of age Classification of respondent on the basis of experience Classification of respondent on the basis aware of emotional intelligence and self management Classification of respondent on the basis balancing your emotions in the work place Classification of respondent on the basis Recognize your own feeling inside workplace Classification of respondent on the basis Recognize colleagues feeling in workplace Classification of respondent on the basis I know the factors motives me to perform your work in the organization with fulfillment Classification of respondent on the basis Do you have ability to regulate your emotions and behavior in the work place? Classification of respondent on the basis the ability to influence the decision that affects your performance inside the workplace Classification of respondent on the basis EI and SM is the tool used to maintain the relationships between peers Classification of respondent on the basis how often are you avoid taking your personal problems to work Classification of respondent on the basis Negative feelings help you to address the things need to change in your life Classification of respondent on the basis Will you listen to your colleague's problem? Classification of respondent on the basis the employees who aware of their negative feelings are better leader of their work Classification of respondent on the basis Mention your opinion about impact of emotional intelligence in the following a) leadership Classification of respondent on the basis b) Performance management Page No 23 24 25 26 27
6. 7.
28 29
8.
30
9.
31
10.
32
11. 12.
33 34
13.
35
14.
36
15.
37
16.
38
17.
39
18. 19. 20. 21. 22. 23. 24. 25. 26.
Classification of respondent on the basis c) Overcoming occupational stress Classification of respondent on the basis d) Able to complete the work on time Classification of respondent on the basis e) Maintain relationship with others Classification of respondent on the basis f) Job satisfaction Classification of respondent on the basis Mention your opinion about results of EI and SM a) Productivity gains Classification of respondent on the basis b) Innovation Classification of respondent on the basis c) Accomplishments of individuals goal Classification of respondent on the basis d) accomplishments of teams Classification of respondent on the basis Mention your level of satisfaction about components of emotional intelligence e)self awareness Classification of respondent on the basis b)self regulations Classification of respondent on the basis c) Interpersonal skills Classification of respondent on the basis d) adaptability Classification of respondent on the basis e) Stress tolerance Classification of respondent on the basis f) Motivation Classification of respondent on the basis Rate your satisfaction level about the benefits of EI to restrain negative feelings a) Anger Classification of respondent on the basis b) Lack of self confidence Classification of respondent on the basis c) Stress Classification of respondent on the basis d) anxiety Classification of respondent on the basis e) not able to complete the task Classification of respondent on the basis Rate your satisfaction level about the benefits of EI to focus on positive feelings a) self confidence Classification of respondent on the basis b) Good understanding between team Classification of respondent on the basis c) Responsiveness on work
40 41 42 43 44 45 46 47 48
27. 28. 29. 30. 31. 32.
49 50 51 52 53 54
33.
55
34. 35. 36. 37.
56 57 58 59
38. 39.
60 61
40. 41. 42.
Classification of respondent on the basis d) Good climate Classification of respondent on the basis e) Performance and productivity improvement Classification of respondent on the basis Mention your overall satisfaction about emotional intelligence and self management Classification of respondent on the basis Do you need any training exercise related to emotional intelligence and self management
62 63 64
43.
65
CHAPTER - I
Introduction & Company profile
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.
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 the success 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:
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 shortand 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
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.
Influence
The 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
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.
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 which is 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,
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.
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 Systems Programmers Data Specialists / Database Administrators
Operations Support / Help Desk Technicians Technical Writers Systems Administrators / Network Administrators
Functional Consultants / Business Analysts Mainframe Consultants 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
From the Scratch Consulting on BPO
: we redesign processes to work more efficiently, and design and institutionalize metrics for process improvements : 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 Custom Interfaces Custom Software Training Data Conversion Localization System Implementation Integrated Testing Version Upgrade Services
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
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
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.
CHAPTER II
Review of literature
CHAPTER II Review of Literature Goleman(1998) research demonstrates that emotional intelligence has proven to be twice
as 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 the

competencies 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 selfawareness risk falling into an emotionally deadening routine that threatens their true selves.
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 intelligence had 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 is powerful: 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.
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.
CHAPTER - III
Research Methodology
CHAPTER III 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
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.
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.
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 analysis is a statistical method used to describe variability among observed, correlated variables in terms of a potentially lower number of unobserved variables called factors. 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 variable and one or more independent 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 the conditional expectation of the dependent variable given the independent variables that is, the average value of the dependent variable when the independent variables are fixed. Less commonly, the focus is on a quantile, or other location parameter of the conditional distribution of the dependent variable given the independent variables. In all cases, the estimation target is a function of 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 a normal 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 T in this instance could be set to be the sum of squares about the sample mean, divided by the nominal value for the variance. Then T has a chi-squared distribution with n 1 degrees of freedom.
CHAPTER - IV
Data analysis and Interpretation
CHAPTER IV 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 .898
N of Items 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,
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
63 57 120
Percentage
Male Female Total
52.5 47.5 100.0
Chart 1:
Percentage
48% 52%
Male Female
Inference From the above table it is inferred that 52% of the respondents are male and the rest 48% of the respondents are female
4.2.2 Classification of respondent on the basis of age TABLE 3: Table showing the age of the respondents
Age 18-25 26-35 36-45 above 45 Total No of respondents 24 40 41 15 120 Percentage 20.0 33.3 34.2 12.5 100.0
Chart 2:
Age
13%
20% 18-25 26-35 36-45
34% 33%
above 45
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.
4.2.3 Classification of respondent on the basis of experience TABLE4: Table showing the experience of the respondents
Experience
less than 1 year 1-3 yrs 4-6 yrs 7-9yrs >=10 Total Frequency 14 20 32 30 24 120 Percent 11.7 16.7 26.7 25.0 20.0 100.0
Chart 3:
Experience
12% less than 1 year 17% 1-3 yrs 4-6 yrs 25% 26% 7-9yrs >=10
20%
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.
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
Highly aware Aware Neutral Unaware Total Frequency 33 58 22 7 120 Percent 27.5 48.3 18.3 5.8 100.0
Chart 4:
60 50 40 30 20 10 0 highly aware aware Percent neutral unaware 27.5 18.3 5.8 48.3
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.
4.2.5 Classification of respondent on the basis balancing your emotions in the work place TABLE 6: Table showing respondents to the statement Balancing your emotions in the work place
Content
highly effective Effective Neutral Ineffective Total Frequency 38 46 27 9 120 Percent 31.7 38.3 22.5 7.5 100.0
Chart 5:
45 40 35 30 25 20 15 10 5 0 highly effective effective Percent neutral ineffective 7.5 22.5 31.7 38.3
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
4.2.6 Classification of respondent on the basis Recognize your own feeling inside workplace TABLE 7: Table showing respondents to the statement Recognize your own feeling inside workplace
Content
Regularly Always Frequently Occasionally Rarely Total Frequency 17 29 27 23 24 120 Percent 14.2 24.2 22.5 19.2 20.0 100.0
Chart6:
30 25 20 15 10 5 0 regularly always frequently Percent occasionally rarely 14.2 24.2 22.5 19.2 20
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.
4.2.7 Classification of respondent on the basis Recognize colleagues feeling in workplace TABLE 8: Table showing respondents to the statement Recognize colleagues feeling in workplace
Content
Chart7:
35 30 30 25 20 15 10 5 0 regularly always frequently Percent occasionally rarely 8.3 5.8 22.5 33.3
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 and the rest 6% of the respondents rarely recognize colleagues feeling in workplace.
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: Table showing respondents to the statement I know the factors motives me to perform your work in the organisation with fulfilment
Content
strongly agree Agree Neutral Disagree Total Frequency 22 79 18 1 120 Percent 18.3 65.8 15.0 .8 100.0
Chart8:
70 60 50 40 30 20 10 0.8 0 strongly agree agree Percent neutral disagree 18.3 15 65.8
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.
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: Table showing respondents to the statement Do you have ability to regulate your emotions and behaviour in the work place?
Content
Yes No Total
Frequency 108 12 120
Percent 90.0 10.0 100.0
Chart9:
100 90 80 70 60 50 40 30 20 10 0
90
10
yes Percent
no
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.
4.2.10 Classification of respondent on the basis the ability to influence the decision that affects your performance inside the workplace TABLE 11: Table showing respondents to the statement The ability to influence the decision that affects your performance inside the workplace
Content
Yes No Total
Frequency 58 62 120
Percent 48.3 51.7 100.0
Chart10:
52 51 50 49 48 47 46 yes Percent no 48.3 51.7
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.
4.2.11 Classification of respondent on the basis EI and SM is the tool used to maintain the relationships between peers TABLE 12: Table showing respondents to the statement EI and SM is the tool used to maintain the relationships between peers
Content
strongly agree Agree Neutral Disagree Total Frequency 23 77 18 2 120 Percent 19.2 64.2 15.0 1.7 100.0
Chart11:
70 60 50 40 30 20 10 0 strongly agree 19.2
64.2
15 1.7 agree Percent neutral disagree
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.
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
Content
Chart12:
50 45 40 35 30 25 20 15 10 5 0
43.3
20.8 11.7
19.2
regularly
always
frequently Percent
occasionally
rarely
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 problems to work.
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: Table showing respondents to the statement Negative feelings help you to address the things need to change in your life
Content
Chart13:
60 50 40 30 20 10 0 strongly agree 14.2
54.2
24.2
7.5
agree Percent
neutral
disagree
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.
4.2.14 Classification of respondent on the basis Will you listen to your colleague's problem? TABLE 15: Table showing respondents to the statement Will you listen to your colleague's problem?
Content
Yes No Total
Frequency 79 41 120
Percent 65.8 34.2 100.0
Chart14:
70 60 50 40 30 20 10 0
65.8
34.2
yes Percent
no
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.
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: Table showing respondents to the statement The employees who aware of their negative feelings are better leader of their work
Content
Chart15:
60 51.7 50 40 30 20 10 0 strongly agree agree Percent neutral disagree 15.8 5.8 26.7
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 the rest 6% respondents disagree to this statement.
4.2.16 Classification of respondent on the basis Mention your opinion about impact of emotional intelligence in the following a) leadership TABLE 17: Table showing respondents to the statement Mention your opinion about impact of emotional intelligence in the following a)leadership
Content
Chart16:
40 35 30 25 20 15 10 5 0 strongly agree agree Percent neutral disagree 1.7 27.5
35.8
35
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.
4.2.17 Classification of respondent on the basis b) Performance management TABLE 18: Table showing respondents to the statement b) Performance management
Content
strongly agree Agree Neutral Total Frequency 25 74 21 120 Percent 20.8 61.7 17.5 100.0
Chart17:
70 60 50 40 30 20.8 20 10 0 strongly agree
61.7
17.5
agree Percent
neutral
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.
4.2.18 Classification of respondent on the basis c) Overcoming occupational stress TABLE 19: Table showing respondents to the statement c) Overcoming occupational stress
Content
Chart18:
45 40 35 30 25 20 15 10 5 0 strongly agree agree Percent neutral disagree 13.3 6.7 37.5 42.5
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.
4.2.19 Classification of respondent on the basis d) Able to complete the work on time TABLE 20: Table showing respondents to the statement d) Able to complete the work on time
Content
Chart19:
45 40 35 30 25 20 15 10 5 0 strongly agree 22.5
42.5
27.5
7.5
agree Percent
neutral
disagree
Inference From the above table it is inferred that 43% of the respondents agree that, Mention your 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.
4.2.20 Classification of respondent on the basis e) Maintain relationship with others TABLE 21: Table showing respondents to the statement e) Maintain relationship with others
Content
Chart20:
60 50 40 30 20 10 0 strongly agree agree Percent neutral disagree 5.8 0.8 48.3 45
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.
4.2.21 Classification of respondent on the basis f) Job satisfaction TABLE 22: Table showing respondents to the statement f) Job satisfaction
Content
strongly agree Agree Neutral Disagree strongly disagree Total Frequency 28 45 32 13 2 120 Percent 23.3 37.5 26.7 10.8 1.7 100.0
Chart21:
40 35 30 25 20 15 10 5 0 strongly agree agree neutral Percent disagree strongly disagree 1.7 10.8 23.3 26.7 37.5
Inference From the above table it is inferred that 38% of the respondents agree that, Mention your 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 the respondents disagree the statement.
4.2.22 Classification of respondent on the basis Mention your opinion about results of EI and SM a) Productivity gains TABLE 23: Table showing respondents to the statement Mention your opinion about results of EI and SM a) Productivity gains
Content
Chart22:
60 50.8 50 40 30 20 10 10 0.8 0 strongly agree agree Percent neutral disagree 38.3
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.
4.2.23 Classification of respondent on the basis b) Innovation TABLE 24: Table showing respondents to the statement b)Innovation
Content
Chart23:
45 40 35 30 25 20 15 10 5 0 strongly agree agree Percent neutral disagree 7.5 13.3 42.5 36.7
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.
4.2.24 Classification of respondent on the basis c) Accomplishments of individuals goal TABLE 25: Table showing respondents to the statement c) Accomplishments of individuals goal
Content
strongly agree Agree Neutral Disagree strongly disagree Total Frequency 17 42 36 21 4 120 Percent 14.2 35.0 30.0 17.5 3.3 100.0
Chart24:
40 35 30 25 20 15 10 5 0 strongly agree agree neutral Percent disagree strongly disagree 3.3 14.2 17.5
35 30
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.
4.2.25 Classification of respondent on the basis d) accomplishments of teams TABLE 26: Table showing respondents to the statement d)accomplishments of teams
Content
Chart25:
70 60 50 40 30 20 10 0 strongly agree agree Percent neutral disagree 6.7 0.8 35 57.5
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.
4.2.26 Classification of respondent on the basis Mention your level of satisfaction about components of emotional intelligence e)self awareness TABLE 27: Table showing respondents to the statement Mention your level of satisfaction about components of emotional intelligence e)self awareness
Content
highly satisfied Satisfied Neutral Total Frequency 57 56 7 120 Percent 47.5 46.7 5.8 100.0
Chart26:
50 45 40 35 30 25 20 15 10 5 0 highly satisfied satisfied Percent neutral 5.8 47.5 46.7
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.
4.2.27 Classification of respondent on the basis b)self regulations TABLE 28: Table showing respondents to the statement b)self regulations
Content
highly satisfied Satisfied Neutral Dissatisfied Total Frequency 35 68 16 1 120 Percent 29.2 56.7 13.3 .8 100.0
Chart27:
60 50 40 30 20 10 29.2
56.7
13.3 0.8
0 highly satisfied satisfied Percent neutral dissatisfied
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.
4.2.28 Classification of respondent on the basis c) Interpersonal skills TABLE 29: Table showing respondents to the statement c) Interpersonal skills
Content
highly satisfied Satisfied Neutral Dissatisfied Total Frequency 15 44 58 3 120 Percent 12.5 36.7 48.3 2.5 100.0
Chart28:
60 50 40 30 20 10 0 highly satisfied satisfied Percent neutral dissatisfied 36.7 48.3
12.5 2.5
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.
4.2.29 Classification of respondent on the basis d) adaptability TABLE 30: Table showing respondents to the statement d)adaptability
Content
Chart29:
45 40 35 30 25 20 15 10 5 0 highly satisfied 31.7
40
25.8
2.5 satisfied Percent neutral dissatisfied
Inference From the above table it is inferred that 40% of the respondents satisfied that, Mention 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.
4.2.30 Classification of respondent on the basis e) Stress tolerance TABLE 31: Table showing respondents to the statement e) Stress tolerance
Content
Chart30:
50 45 40 35 30 25 20 15 10 5 0 highly satisfied 34.2
47.5
17.5
Inference From the above table it is inferred that 48% of the respondents satisfied that, Mention 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.
4.2.31 Classification of respondent on the basis f) Motivation TABLE 32: Table showing respondents to the statement f)Motivation
Content
highly satisfied Satisfied Neutral Dissatisfied highly dissatisfied Total Frequency 22 44 43 10 1 120 Percent 18.3 36.7 35.8 8.3 .8 100.0
Chart31:
40 35 30 25 20 15 10 5 0 highly satisfied satisfied neutral Percent dissatisfied highly dissatisfied 8.3 0.8 18.3 36.7
35.8
Inference From the above table it is inferred that 37% of the respondents satisfied that, Mention 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.
4.2.32 Classification of respondent on the basis Rate your satisfaction level about the benefits of EI to restrain negative feelings a) Anger TABLE 33: Table showing respondents to the statement Rate your satisfaction level about the benefits of EI to restrain negative feelings a)Anger
Content
Chart32:
50 45 40 35 30 25 20 15 10 5 0 highly satisfied satisfied Series1 neutral dissatisfied 1.7 25 27.5 45.8
Inference From the above table it is inferred that 46% of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to restrain negative feelings Anger, 28% of the respondents expressed the opinion in neutral manner, 25% of the respondents highly satisfied with the statement, and the rest 2% dissatisfied with the statement.
4.2.33 Classification of respondent on the basis b) Lack of self confidence TABLE 34: Table showing respondents to the statement b) Lack of self confidence
Content
Chart33:
50 45 40 35 30 25 20 15 10 5 0 highly satisfied 24.2
47.5
26.7
Inference From the above table it is inferred that 48% of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to restrain negative feelings lack of self confidence, 27% of the respondents expressed the opinion in neutral manner, 24% of the respondents highly satisfied with the statement, and the rest 2% dissatisfied with the statement.
4.2.34 Classification of respondent on the basis c) Stress TABLE 35: Table showing respondents to the statement c) Stress
Content
Chart34:
45 40 35 30 25 20 15 10 5 0 highly satisfied 25
41.7 32.5
0.8 satisfied Series1 neutral dissatisfied
Inference From the above table it is inferred that 42% of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to restrain negative feelings anger, 33% of the respondents expressed the opinion in neutral manner, 25% of the respondents highly satisfied with the statement, and the rest 0.8% dissatisfied with the statement.
4.2.35 Classification of respondent on the basis d) anxiety TABLE 36: Table showing respondents to the statement d)anxiety
Content
Chart35:
45 40 35 30 25 20 15 10 5 0 highly satisfied satisfied neutral Percent dissatisfied highly dissatisfied 8.3 10 0.8 42.5 38.3
Inference From the above table it is inferred that 43% of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to restrain negative feelings anxiety, 38% of the respondents expressed the opinion in neutral manner, 10% of the respondents dissatisfied with the statement,8% of the respondents highly satisfied and the rest 0.8% highly dissatisfied with the statement.
4.2.36 Classification of respondent on the basis e) not able to complete the task TABLE 37: Table showing respondents to the statement e) Not able to complete the task
Content
Chart36:
40 35 30 25 20 15 10 5 0 highly satisfied satisfied neutral Percent dissatisfied highly dissatisfied 7.5 0.8 22.5
35
34.2
Inference From the above table it is inferred that 35% of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to restrain negative feelings not able to complete the task, 34% of the respondents expressed the opinion in neutral manner, 23% of the respondents highly satisfied with the statement, 8% of the respondents dissatisfied and the rest 1% highly dissatisfied with the statement.
4.2.37 Classification of respondent on the basis Rate your satisfaction level about the benefits of EI to focus on positive feelings a) self confidence TABLE 38: Table showing respondents to the statement Rate your satisfaction level about the benefits of EI to focus on positive feelings a) self confidence
Content
Chart37:
60 50 40 30 20 10 0.8 0 highly satisfied satisfied Percent neutral dissatisfied 17.5 48.3
33.3
Inference From the above table it is inferred that 48% of the respondents highly satisfied that, Rate your satisfaction level about the benefits of EI to focus on positive feelings self confidence, 33% of the respondents satisfied with the statement, 18% of the respondents expressed the opinion in neutral manner, and the rest 1% dissatisfied with the statement.
4.2.38 Classification of respondent on the basis b) Good understanding between team TABLE 39: Table showing respondents to the statement b) Good understanding between team
Content
Chart38:
70 60 60 50 40 30 20 10 0 highly satisfied satisfied Percent neutral 3.3 36.7
Inference From the above table it is inferred that 60% of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to focus on positive feelings good understanding between team, 37% of the respondents highly satisfied with the statement, and the rest 3% of the respondents expressed the opinion in neutral manner.
4.2.39 Classification of respondent on the basis c) Responsiveness on work TABLE 40: Table showing respondents to the statement c) Responsiveness on work
Content
Chart39:
50 45 40 35 30 25 20 15 10 5 0 highly satisfied satisfied Percent neutral dissatisfied 1.7 22.5 29.2 46.7
Inference From the above table it is inferred that 47% of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to focus on positive feelings responsiveness on work, 29% of the respondents expressed the opinion in neutral manner,23% of the respondents highly satisfied with the statement, and the rest 2% dissatisfied with the statement.
4.2.40 Classification of respondent on the basis d) Good climate TABLE 41: Table showing respondents to the statement d) Good climate
Content
Chart40:
70 60 50 40 30 20 10 0 highly satisfied satisfied Percent neutral dissatisfied 3.3 25 13.3 58.3
Inference From the above table it is inferred that 59% of the respondents expressed the opinion in neutral manner that, Rate your satisfaction level about the benefits of EI to focus on positive feelings good climate, 25% of the respondents satisfied with the statement,13% of the respondents dissatisfied with the statement, and the rest 3% highly satisfied with the statement.
4.2.41 Classification of respondent on the basis e) Performance and productivity improvement TABLE 42: Table showing respondents to the statement e) Performance and productivity improvement
Content
Chart41:
45 40 35 30 25 20 15 10 5 0 highly satisfied satisfied neutral Percent dissatisfied highly dissatisfied 2.5 0.8 17.5
39.2
40
Inference From the above table it is inferred that 40% of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to focus on positive feelings performance and productivity improvement, 39% of the respondents highly satisfied with the statement, 29% of the respondents expressed the opinion in neutral manner,23% of the respondents highly satisfied with the statement, and the rest 2% dissatisfied with the statement.
4.2.42 Classification of respondent on the basis Mention your overall satisfaction about emotional intelligence and self management TABLE 43: Table showing respondents to the statement Mention your overall satisfaction about emotional intelligence and self management
Content
Chart42:
60 51.7 50 40 30 20 10 0 highly satisfied satisfied Percent neutral 14.2 34.2
Inference From the above table it is inferred that 52% of the respondents satisfied that, Mention your overall satisfaction about emotional intelligence and self management, 34% of the respondents highly satisfied with the statement, and the rest 14% of the respondents expressed the opinion in neutral manner.
4.2.43 Classification of respondent on the basis Do you need any training exercise related to emotional intelligence and self management TABLE 44: Table showing respondents to the statement Do you need any training exercise related to emotional intelligence and self management
Content
Yes No Total Frequency 23 97 120 Percent 19.2 80.8 100.0
Chart43:
90 80 70 60 50 40 30 20 10 0 yes Percent 19.2
80.8
no
Inference From the above table it is inferred that 19% of the respondents said yes that, Will you listen to your colleague's problem, 81% of the respondents said no to the statement.
4.3 FACTOR ANALYSIS Factor analysis was used to identify the factors which determine emotional intelligence of BPO employee. According to Cunningham and Maloney (1999), Factor Analysis is concerned with finding a small number of common factors that linearly reconstruct a large number of variables. Dimension: Emotional intelligence KMO and Bartlett's Test The individual statements on Emotional intelligence and self management among the BPO employees with special reference to Vagus technology was examined using factor analysis based on 40 individual statements and the reliability of the samples collected was tested for internal consistency of the grouping of the items.
Table 45: KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df
.776
538.285 91
.000 Sig.
KMO measure of sampling adequacy is an index to examine the appropriateness of factor analysis. High values between 0.5 and 1.0 indicate factor analysis is appropriate. Values below 0.5 imply that factor analysis may not be appropriate. From the above table it is seen that Kaiser Meyer Olkin measure of sampling adequacy index is 0.776 and hence the factor analysis is appropriate for the given data set.
Bartletts Test of Sphericity is used to examine the hypothesis that the variables are uncorrelated. It is based on chi- Square transformation of the determinant of correlation matrix. A large value of the test statistic will favor the rejection of the null hypothesis. In turn this would indicate that factor analysis is appropriate.
Bartletts test of Sphericity Chi-square statistics is 538.285, that shows the 40 statements are correlated and hence as inferred in KMO, factor analysis is appropriate for the given data set.
Table 46: Communalities Initial I know the factors motives me to perform your work in the orgn with fullfillment EI and SM is the tool used to maintain the relatioships between peers negative feelings help you to address the things need to change in your life the employees who aware of theair negative feelings are better leader of their work Mention your opinion about impact of emotional inelligence in the following a)leadership b)performance management c)overcoming occupational stress d)able to complete the work on time e)maintain relationship with others f)job satisfaction Mention your opinion about results of EI and SM a)Productivity gains b)Innovation c)accomplishments of individuals goal d)accomplishments of teams .356 Extraction .382
.458
.522
.403
.379
.487
.574
.380
.393
.411 .465 .522 .435 .503 .362
.430 .501 .664 .581 .522 .484
.466 .381 .333
.662 .497 .358
Extraction Method: Principal Axis Factoring INFERENCE The above communalities measure the percent of variance in a given variable explained by all the factors. Initial communalities are estimates of the variance in each variable accounted for by all components or factors. For Principal Axis Factoring, these values are the proportion (for correlation analyses) or the amount (for covariance analyses) of variance accounted for in each variables by the rest of the variables. The extracted communalities is the percent of variance in a given variable explained by the factors which are extracted and that will usually be fewer than all the possible factors,
resulting in coefficients less than 1.0.small values indicate variables that do not fit well with the factor solution and should possibly be dropped from the analysis.
Table 47: Total Variance Explained Factor Total Initial Eigen values % of Varianc e 30.081 16.010 9.229 8.176 6.322 5.189 4.624 4.268 3.634 3.003 2.773 2.357 2.315 2.019 Cumulative % 30.081 46.091 55.320 63.496 69.818 75.006 79.631 83.899 87.533 90.536 93.309 95.666 97.981 100.000 Extraction Sums of Squared Loadings Total % of Cumulati Variance ve % 3.711 1.771 .787 .680 26.507 12.652 5.625 4.857 26.507 39.158 44.783 49.641 Rotation Sums of Squared Loadings Total % of Cumula Variance tive % 1.997 1.836 1.801 1.316 14.261 13.115 12.862 9.403 14.261 27.376 40.237 49.641
1 2 3 4 5 6 7 8 9 10 11 12 13 14
4.21 1 2.24 1 1.29 2 1.14 5 .885 .726 .647 .598 .509 .420 .388 .330 .324 .283
Extraction Method: Principal Axis Factoring. INFERENCE This table gives eigen values, variance explained, cumulative variance explained for your factor solution. The first panel gives values based on initial eigen values. For the initial solution, there are as many components or factors as there are variables. The Total column gives the amount of variance in the observed variables accounted for by each component or factor. The % of Variance column gives the percent of variance accounted for by each specific factor or component, relative to the total variance in all the variables. The Cumulative % column gives the percent of variance accounted for by all factors or components up to and including the current one. For instance the cumulative % for the second factor is the sum of the % of variance for the first and second factors. In a good factor analysis, there are a few factors that explain a lot of the variance and the rest of the factors explain relatively small amounts of variance. The Extraction Sum of Squared Loadings group gives information regarding the extracted factors or components. For Principal Axis Factoring method, these values will generally be smaller than the initial values, due to error in measurements.
The Rotation Sum of Squared Loadings group gives you the rotation of factors is transferred through rotation into a simpler one that is easier to interpret. It does not affect the percentage of total variance explained. However, the variance explained by the individual factors is redistributed by rotation. The most commonly used method is Varimax rotation procedure. This procedure maximizes the variance of the loadings on each factor, thus minimizing the complexity of the factors.
Table 48: Rotated Factor Matrix(a) Factor 1 I know the factors motives me to perform your work in the organisation with fulfilment EI and SM is the tool used to maintain the relationships between peers negative feelings help you to address the things need to change in your life the employees who aware of their negative feelings are better leader of their work Mention your opinion about impact of emotional inelligence in the following a)leadership b)performance management c)overcoming occupational stress d)able to complete the work on time e)maintain relationship with others f)job satisfaction Mention your opinion about results of EI and SM a)Productivity gains b)Innovation c)accomplishments of individuals goal d)accomplishments of teams 2 .592 3 4
.691
.461
.301
.344
.666
.453
.362
.558 .609 .782 .702 .614 .621 .374
.762 .688 .579
Extraction Method: Principal Axis Factoring. Rotation Method: Varimax with Kaiser Normalization. a Rotation converged in 14 iterations.
INFERENCE This table reports the factor loading for each variable on the component or factor after rotation. Each number represents the partial correlation between the item and the rotated factor. These correlations can help us to formulate an interpretation of the factor or components. This is done by looking for a common thread among the variable that have the large loading for the particular factor. Hence we conclude with the following extracted factor namely, Factor 1(grouped as impact of emotional intelligence) Leadership Overcoming stress Able to complete work on time Job Satisfaction
Factor 2:(grouped as employees opinion) I know the factors motives me to perform my work in the organisation with fulfilment. EI and SM is the tool used to maintain the relationships between peers Negative feelings help you to address the things need to change in your life The employees who aware of their negative feelings are better leader of their work
Factor3:(grouped as result of emotional intelligence for team) Performance management Maintain relationship with others Accomplishments of teams Factor4 (grouped as result of emotional intelligence for individual) Innovation Accomplishments of individuals goal
Table 49: Rotated Transformation Matrix Factor 1 2 3 4 1 .584 -.498 .360 -.531 2 .571 .314 -.739 -.168 3 .485 .588 .544 .351 4 .313 -.555 -.165 .753
Extraction Method: Principal Axis Factoring. Rotation Method: Varimax with Kaiser Normalization.
The factor transformation matrix describes the specific rotation applied to your factor solution. This matrix is used to compute the rotated factor matrix from the original (unrotated) factor matrix. If the off-diagonal elements are close to zero, the rotation was relatively small. If the off-diagonal elements are large (greater than 0.5), a larger rotation was applied. 4.4 MULTIPLE REGRESSION Multiple Regression analysis is the simplest form of regression analysis involves finding the best straight line relationship to explain how the variation in an outcome (or dependent) variable, Y, depends on the variation in a predictor (or independent or explanatory) variable, X. once the relationship has been estimated we will be able to use the equation Y=b0+b1X in order to predict the value of the outcome variable for different values of the explanatory variable.
Table 50: Model Summary Model 1 2 3 4 5 R .536(a) .602(b) .642(c) .665(d) .680(e) R Square .287 .362 .412 .442 .562 Adjusted R Square .281 .351 .396 .422 .539 Std. Error of the Estimate .567 .538 .519 .508 .501
INFERENCE This table displays R, R squared, adjusted R squared, and the standard error. R, the multiple correlation coefficient, is the correlation between the observed and predicted values of the dependent variable. The values of R for models produced by the regression procedure range from 0 to 1.Larger values of R indicate stronger relationships. Here, R value is .680 which indicates it have a strong relationship of 68.0 percent between the variables of service marketing mix dimensions and customer satisfaction.
R squared is the proportion of variation in the dependent variable explained by the regression model. The values of R squared range from 0 to 1. Small values indicate that the model does not fit the data well. The sample R squared tends to optimistically estimate how well the model fits the population. Here, the R Squared Value is .562 which indicates this model fits the population. it explains 46.2 percent of variation in the customer satisfaction. Adjusted R squared attempts to correct R squared to more closely reflect the goodness of fit of the model in the population. Use R Squared to help you determine which model is best. Choose a model with a high value of R squared that does not contain too many variables. Models with too many variables are often over fit and hard to interpret. Here, Adjusted R Square Value is .539 which shows goodness of fit of the model in the population.
Table 51: ANOVA(f) Model Regression Residual Total Sum of Squares 24.596 28.604 53.200 df 5 114 119 Mean Square 4.919 .251 F 19.605 Sig. .000(e)
INFERENCE This table summarizes the results of an analysis of variance. The sum of squares, degrees of freedom, and mean square are displayed for two sources of variation, regression and residual. The output for Regression displays information about the variation accounted for by the model. The output for Residual displays information about the variation that is not accounted for by your model. And the output for Total is the sum of the information for Regression and Residual. A model with a large regression sum of squares in comparison to the residual sum of squares indicates that the model accounts for most of variation in the dependent variable. Here, a large regression sum of squares 24.596 to the residual sum of squares 28.604 indicates that the model accounts for most of variation in the dependent variable
Very high residual sum of squares indicate that the model fails to explain a lot of the variation in the dependent variable, and you may want to look for additional factors that help account for a higher proportion of the variation in the dependent variable. The mean square is the sum of squares divided by the degrees of freedom. Here, the mean square value is 4.919 The F statistic is the regression mean square (MSR) divided by the residual mean square (MSE). The regression degrees of freedom is the numerator df and the residual degrees of freedom is the denominator df for the F statistic. The total number of degrees of freedom is the number of cases minus 1.Here, the F statistics is 19.605 If the significance value of the F statistic is small (smaller than say 0.05) then the independent variables do a good job explaining the variation in the dependent variable. If the significance value of F is larger than say 0.05 then the independent variables do not explain the variation in the dependent variable. Here, the significance value of the F statistic is .000, which is smaller than say 0.05 then the independent variables do a good job explaining the variation in the dependent variable.
Table 52: Coefficient
SI.NO
Model
Unstandardized Coefficients B Std. Error .060 .317 .198 .059
Standardized Coefficients Beta
Sig.
(Constant) 1 aware of emotional intelligence and self mgmt good understanding between team
.306 .396 5.349
.760 .000
.240
.094
.193
2.540
.012
job satisfaction
.149
.048
.223
3.114
.002
self regulations
.191
.077
.190
2.493
.014
a Dependent Variable: mention your overall satisfaction about emotional intelligence and self management
INFERENCE The unstandardized coefficients are the coefficients of the estimated regression model. Often the independent variables are measures in different units. The standardized coefficients or betas are an attempt to make the regression coefficients more comparable. If you transformed the data to z scores prior to your regression analysis, you would get the beta coefficients as your unstandardized coefficients. The t statistics can help you determine the relative importance of each variable in the model. As a guide regarding useful predictors, look for t values well below -2 or above +2. The significance level and the coefficient value of unstandardized column will estimate the regression of overall customer satisfaction (Beta Value) The general regression model (linear) is of this type:
Y = a + b1 X1 + b2 X2+. b6 X6
Y = .060 + .317X1 + .240X2+ .149X3+ .191X4 Where Y is the dependent variable and X1,X2, X4 are the independent variables expected to explain or predict Y, b1, b2, .. b6 are the coefficients of the respective independent variables, which will be determined from the input data. Overall Customer Satisfaction of Integrated Enterprises (I) Ltd (Y) = 0.060 (Constant) + 0.317 (aware of emotional intelligence and self management) + 0.240 (good understanding between team) + 0.149 (job satisfaction) +0.191 (self regulations) From the above coefficient table, it has been concluded that the variables of emotional intelligence namely, aware of emotional intelligence and self management, good understanding between team, job satisfaction, self regulations are the dominant variables that increase the overall customer satisfaction of emotional intelligence among BPO employees at present as well as future.
4.5 CHI SQUARE TEST The Chi-Square measures test the hypothesis that the row and column variables in a cross tabulation are interdependent. A low significance value typically below 0.05 indicates that there may be some relationship between two variables; they do not indicate the strength or direction of relationship. 4.5.1 Testing the relationship between the experience of the respondent and how often are you avoid taking personal problem to work. Hypotheses: The experience of the respondent has a positive effect on how often are you avoid taking personal problem to work. H0: There is no significant relationship between experience of the respondent and how often are you avoid taking personal problem to work. H1: There is a significant relationship between experience of the respondent and how often are you avoid taking personal problem to work.
Table 53: Chi-Square Tests
Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 30.756(a) 32.488 4.751 120
df 16 16 1
Asymp. Sig. (2-sided) .014 .009 .029
INFERENCE From the above table it is inferred that the calculated P value (0.014) which is less than (0.05), hence, null hypothesis (H0) is rejected and the alternative hypothesis (H1) is accepted. The age of the respondent has a significant relationship with the services provided by integrated enterprises meets customer needs.
4.5.2 Testing the relationship between the experience of the respondent and negative feelings help you to address you need to change in your life.
Hypotheses: The experience of the respondent has a positive effect on negative feelings help you to address you need to change in your life. H0: There is no significant relationship between experience of the respondent and negative feelings help you to address you need to change in your life. H1: There is a significant relationship between experience of the respondent and negative feelings help you to address you need to change in your life.
df 12 12 1
Asymp. Sig. (2-sided) .009 .003 .000
4.5.3 Testing the relationship between the age of the respondent and level of satisfaction about self awareness which is the component of emotional intelligence.
Hypotheses: The age of the respondent has a positive effect on level of satisfaction about self awareness which is the component of emotional intelligence. H0: There is no significant relationship between age of the respondent and level of satisfaction about self awareness which is the component of emotional intelligence. H1: There is a significant relationship between age of the respondent and level of satisfaction about self awareness which is the component of emotional intelligence.
df 6 6 1
Asymp. Sig. (2-sided) .001 .000 .000
INFERENCE
From the above table it is inferred that the calculated P value (0.001) which is less than (0.05), hence, null hypothesis (H0) is rejected and the alternative hypothesis (H1) is accepted. The age of the respondent has a significant relationship with the services provided by integrated enterprises meets customer needs.
4.5.4Testing the relationship between the gender of the respondent and recognize colleagues feelings in work place.
Hypotheses: The gender of the respondent has a positive effect on recognize colleagues feelings in work place. H0: There is no significant relationship between gender of the respondent and recognize colleagues feelings in work place. H1: There is a significant relationship between gender of the respondent and recognize colleagues feelings in work place.
df 4 4 1
Asymp. Sig. (2-sided) .260 .237 .067
INFERENCE
From the above table it is inferred that the calculated P value (0.260) which is less than (0.05), hence, null hypothesis (H0) is rejected and the alternative hypothesis (H1) is accepted. The age of the respondent has a significant relationship with the services provided by integrated enterprises meets customer needs.
4.5.5Testing the relationship between the gender of the respondent and EI and SM is the tool used to maintain the relationship between peers
Hypotheses: The gender of the respondent has a positive effect on EI and SM is the tool used to maintain the relationship between peers H0: There is no significant relationship between the gender of the respondent and EI and SM is the tool used to maintain the relationship between peers H1: There is a significant relationship between gender of the respondent and EI and SM is the tool used to maintain the relationship between peers
df 3 3 1
Asymp. Sig. (2-sided) .037 .025 .007
CHAPTER V
Findings and Suggestions
CHAPTER V FINDINGS
1. Majority (48%) of the respondents aware of emotional intelligence and self management 2. Majority (38%) of the respondents effective that, Balancing their emotions in the work place 3. Majority (24%) of the respondents always, Recognize their own feeling inside workplace 4. Majority (33% )of the respondents occasionally, Recognize colleagues feeling in workplace 5. Majority (66% )of the respondents agree that, I know the factors motives me to perform my work in the organisation with fulfilment 6. Majority (90% )of the respondents said yes that, do you have ability to regulate your emotions and behaviour in the work place 7. Majority (48%) of the respondents said yes that, the ability to influence the decision that affects your performance inside the workplace 8. Majority (64%) of the respondents agree that, EI and SM is the tool used to maintain the relationships between peers 9. Majority (43% )of the respondents always that, how often are you avoid taking your personal problems to work 10. Majority (54% )of the respondents agree that, Negative feelings help you to address the things need to change in your 11. Majority (66%) of the respondents said yes that, Will you listen to your colleague's problem 12. Majority (52% )of the respondents agree that, the employees who aware of their negative feelings are better leader of their work 13. Majority (36% )of the respondents strongly agree that, Mention your opinion about impact of emotional intelligence in the following leadership
14. Majority (62% )of the respondents agree that, Mention your opinion about impact of emotional intelligence in the following performance management 15. Majority (43% )of the respondents neutral that, Mention your opinion about impact of emotional intelligence in the following Overcoming occupational stress 16. Majority (43% )of the respondents agree that, Mention your opinion about impact of emotional intelligence in the following able to complete the work on time 17. Majority (48% )of the respondents strongly agree that, Mention your opinion about impact of emotional intelligence in the following maintain relationship with others 18. Majority (38% )of the respondents agree that, Mention your opinion about impact of emotional intelligence in the following job satisfaction 19. Majority (51% )of the respondents strongly agree that, Mention your opinion about results of EI and SM Productivity gains 20. Majority (43% )of the respondents agree that, Mention your opinion about results of EI and SM innovation 21. Majority (35% )of the respondents agree that, Mention your opinion about results of EI and SM Accomplishments of individuals goal 22. Majority (58% )of the respondents strongly agree that, Mention your opinion about results of EI and SM accomplishment of teams 23. Majority (48% )of the respondents highly satisfied that, Mention your level of satisfaction about components of emotional intelligence self awareness 24. Majority (57% )of the respondents satisfied that, Mention your level of satisfaction about components of emotional intelligence self regulations 25. Majority (48%) of the respondents neutral that, Mention your level of satisfaction about components of emotional intelligence interpersonal skills 26. Majority (40% )of the respondents satisfied that, Mention your level of satisfaction about components of emotional intelligence adaptability 27. Majority (48%) of the respondents satisfied that, Mention your level of satisfaction about components of emotional intelligence stress tolerance 28. Majority (37% )of the respondents satisfied that, Mention your level of satisfaction about components of emotional intelligence motivation, 29. Majority (46%) of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to restrain negative feelings Anger 30. Majority (48% )of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to restrain negative feelings lack of self confidence
31. Majority (42% )of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to restrain negative feelings anger 32. Majority (43%) of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to restrain negative feelings anxiety 33. Majority (35%) of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to restrain negative feelings not able to complete the task 34. Majority (48%) of the respondents highly satisfied that, Rate your satisfaction level about the benefits of EI to focus on positive feelings self confidence 35. Majority (60%) of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to focus on positive feelings good understanding between team 36. Majority (47%) of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to focus on positive feelings responsiveness on work 37. Majority (59%) of the respondents expressed the opinion in neutral manner that, Rate your satisfaction level about the benefits of EI to focus on positive feelings good climate 38. Majority (40%) of the respondents satisfied that, Rate your satisfaction level about the benefits of EI to focus on positive feelings performance and productivity improvement 39. Majority (52%) of the respondents satisfied that, Mention your overall satisfaction about emotional intelligence and self management 40. Majority (19%) of the respondents said yes that, Will you listen to your colleague's problem
From the above findings and also according to the factor analysis among the 14 variables loaded which are considered for the survey, 4 main components have been extracted such as, 1. Able to complete the work on time 2. EI and SM is the tool used to maintain the relationships between peers 3. Maintain relationship with others 4. Innovation These 4factors are considered as the most important factors through which the employees satisfaction is considered as dependent. According to these above 4 factors it provides about 75% and above of the employees is being satisfied with the facilities provided to them. The findings from the Regression analysis says that R value is .680 which indicates it have a strong relationship of 68.0 percent of employee satisfaction. The significance value of the F statistic is 19.605, which is larger than say 0.05 then the independent variables do not explaining the variation in the dependent variable. The Overall Employee Satisfaction of the coefficient is 0.898 According to the chi-square analysis the significance value is 0.000 which is highly significant and so the null hypothesis is accepted.
Suggestions 1. According to the feedback given by the employees it is clear even though 66% of the employees are satisfied about emotional intelligence and self management in the company, the remaining 14 % of the employees are feeling bit difficult with the emotional intelligence and self management in the company. They also suggest increasing the training programmes according to maintain the emotional intelligence in the work place. 2. But can make the employees to maintain emotional intelligence in the company, by motivating them positively towards the goals of the organization. Make them believe that they are one among the Vagus technology. The motivation makes them work effectively for the organization by showing all their talents. 3. Operator meeting can be arranged monthly to make understand their responsibilities in the organization. If proper responsibilities and the recognition are being provided they will be engaged in their work properly and will make increasing returns accordingly. 4. There should be participative management in the organization as most of the employees feels that their views and ideas should be valued and considered. 5. Company must focus more on team building interventions to promote superior subordinate relationship. 6. Employees are the first asset of the organization if they are satisfied well with the organization, the organization can retain in their market and also they can improve their markets.
Conclusions: The study was conducted with the objective of finding out the emotional intelligence of employees in Vagus technology 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 technology 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 reliability table shows the internal consistency level with the value of 0.898 The factor analysis shows some 4 factors which influence the emotional intelligence of employees in Vagus technology Pvt Ltd, such as 1. Able to complete the work on time 2. EI and SM is the tool used to maintain the relationships between peers 3. Maintain relationship with others 4. Innovation The regression analysis is made to find the relationship between the dependent and the independent variables, through which the extracted factors have been considered with the overall satisfaction of the employees. The Chi-Square test is used to check the significance level of the extracted factors in which it has a significant relationship by which the null hypothesis is rejected and the alternate hypothesis is accepted. By the above findings suggestions have been given such as to increase the training programes and make the employees satisfied with their job well according to the analysis.
APPENDIX
A STUDY ON EMOTIONAL INTELLIGENCE AND SELF MANAGEMENT AMONG THE BPO EMPLOYEES WITH SPECIAL REFERENCE TO VAGUS TECHNOLOGIES Name: Gender: a) Male b) Female b) 26 to 35 c) 36 to 45 d) Above 45
Age: a) 18 to 25
Experience: a) < one year b) 1 to 3 years c) 4 to 6 years d) 7 to 9 years e)>= 10 years 1. Are you aware of emotional intelligence and self management? a) Highly aware b) Aware c) Neutral d) Unaware e) Highly unaware 2. How effective you are in balancing your emotions in the work place? a) Highly effective b) Effective c) Neutral d) In effective e) Highly ineffective 3. How often are you able to recognize your own feeling and emotions inside workplace? a) Regularly b) Always c) Frequently d) Occasionally e) Rarely 4. How often are you able to recognize your colleagues feeling and emotions inside
workplace? a) Regularly
b) Always c) Frequently d) Occasionally e) Rarely 5. I know the factors, motivates me to perform your work in th organization with fulfillment. Do you agree with the statement? a) Strongly agree b) Agree c) Neutral d) Disagree e) Strongly disagree 6. Do you have the ability to regulate your emotions and behavior in the work place? a) Yes b) No 7. Do you have the ability to influence the decision that affects your performance inside the workplace? a) Yes b) No 8. Emotional intelligence and self management is the tool used to maintain the relationships between peers. Do you agree with the statement? a) Strongly agree b) Agree c) Neither agree nor disagree d) Disagree e) Strongly disagree 9. How often are you avoid taking your personal problems to work? Regularly a) Always b) Frequently
c) Occasionally d) Rarely 10. Negative feelings help you to address the thing need to change in your life. a) Strongly agree b) Agree c) Neither agree nor disagree d) Disagree e) Strongly disagree 12. Will you listen to your colleagues problem? a) Yes b) No 13. The employees who are aware of their negative feelings are better leader of their work. Please state your level or agreement a) Strongly agree b) Agree c) Neither agree nor disagree d) Disagree e) Strongly disagree 14. Mention your opinion about impact of Emotional Intelligence in the following Strongly agree Agree Neither agree disagree nor Disagree Strongly disagree
Leadership Performance management Overcoming occupation stress
Able
to
complete the work on time Maintain relationship with others job satisfaction 15. Mention your opinion about results of emotional intelligence and self management framework Strongly agree Agree Neither agree disagree nor Disagree Strongly disagree
productivity gains Innovation accomplishments of goal accomplishments of teams individuals
16. Mention your level of satisfaction about components of emotional intelligence Highly satisfied Selfawareness Selfregulation Satisfied Neutral Dissatisfied Highly dissatisfied
Interpersonal skills Adaptability Stress Tolerance Motivation 17. Rate your satisfaction level about the benefits of emotional intelligence to restrain negative feelings. Highly satisfied Anger Lack of self confidence Stress anxiety Not able to complete the task 18. Rate your satisfaction level about the benefits of emotional intelligence to focus on positive feelings Highly satisfied self-confidence Good understanding between team Responsiveness on work Good climate Performance and productivity Satisfied Neutral Dissatisfied Highly dissatisfied Satisfied Neutral Dissatisfied Highly dissatisfied
improvement 19. Mention your overall satisfaction about emotional intelligence and self management a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied 20. Do you need any training exercise related to emotional intelligence and self management a) Yes b) No If yes what type of programs you need please suggest 1. 2. 3. 4. 5.
Bibliography
1. Bar-On, R. (1997). The Emotional Intelligence Inventory (EQ-I): Technical Manual. Toronto, Canada: Multi-Health Systems, Inc. 2. Carpenter, S. (2000). Stoicism reconsidered. Monitor on Psychology, September 2000, 58-61. 3. Cassidy, J., Parke, R., Butkobsky, L., & Braungart, J. (1992). Family-peer connections: The roles of emotional expressiveness within the family and children's understanding of emotions. Child Development, 63, 603-618. 4. Church, A.H., & Waclawski, J. (2001). A five-phase framework for designing a successful multisource feedback system. Consulting Psychology Journal, 53, 82-95. 5. Ciarrochi, J., Forgas, J.P., & Mayer, J.D. (Eds.) (2001). Emotional intelligence in everyday life: A scientific inquiry. Philadelphia: Taylor & Francis. 6. Ciarocchi, J., Chan, A., & Caputi, P. (2000). [Measuring emotional intelligence]. Unpublished data. 7. Daw, J. (2001). Road rage, air rage, and now 'desk rage.' Monitor on Psychology, July/August 2001, 52-54. 8. Gardner, H. (1993). Multiple intelligences: The theory in practice. New York: Basic Books. 9. Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95-110. 10. Lane, R.D., Quinlan, D., Schwartz, G., Walker, P., & Zeitlin, S. (1990). The levels of emotional awareness scale (LEAS): A cognitive-developmental measure of emotion. Journal of Personality Assessment, 55, 124-134. 11. Ochsner, K.N., & Lieberman, M.D. (2001). The emergence of social cognitive neuroscience. American Psychologist, 56, 717-734. 12. Randall, P. (2001). Bullying in adulthood. New York: Taylor & Francis. 13. Zapf, D., & Einarsen, S. (eds.) (2001). European Journal of Work and Organizational Psychology. Bullying in the workplace: Recent trends in research and practice. Vol. 10, December 2001.

A Study On Emotional Intelligence and Self Management Among The Bpo Employees With Special Reference To Vagus Technologi 1

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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

(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

Date: Place: Forwarded by, Signature of the Guide.

Signature of Head of the Department.

18. 19. 20. 21. 22. 23. 24. 25 26 27

45 46 47. 48. 49 50. 51. 52. 53.

18. 19. 20. 21. 22. 23. 24. 25. 26.

27. 28. 29. 30. 31. 32.

34. 35. 36. 37.

40. 41. 42.

Introduction & Company profile

The seven elements of emotional intelligence Self-awareness

Analyzing the impact of emotional intelligence in the work place

Negative emotions in work place

Positive emotions in workplace

Company profile Vision

Services Staffing Service

Web Designers / Programmers

IT Architects / Application Architects Systems Programmers Data Specialists / Database Administrators

Quality Assurance Analysts

From the Scratch Consulting on BPO

Off shoring Services

Enterprise Content Management (ECM) Document Management Collaboration Records Management

Knowledge Management Web Content Management Imaging

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

George,J.M(2000) reported that in working with emotional intelligence, 80-90% of the

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

3.4 Research methodology

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

Data analysis and Interpretation

CHAPTER IV Data Analysis and Interpretation

Table : 1 Reliability Statistics

Cronbach's Alpha .898

Male Female Total

52.5 47.5 100.0

20% 18-25 26-35 36-45

Frequency 108 12 120

Percent 90.0 10.0 100.0

Percent 48.3 51.7 100.0

70 60 50 40 30 20 10 0 strongly agree 19.2

15 1.7 agree Percent neutral disagree

60 50 40 30 20 10 0 strongly agree 14.2

Percent 65.8 34.2 100.0

70 60 50 40 30 20.8 20 10 0 strongly agree

45 40 35 30 25 20 15 10 5 0 strongly agree 22.5

60 50 40 30 20 10 0 strongly agree agree Percent neutral disagree 5.8 0.8 48.3 45

0 highly satisfied satisfied Percent neutral dissatisfied

45 40 35 30 25 20 15 10 5 0 highly satisfied 31.7

2.5 satisfied Percent neutral dissatisfied

50 45 40 35 30 25 20 15 10 5 0 highly satisfied 34.2

0.8 satisfied Percent neutral dissatisfied

50 45 40 35 30 25 20 15 10 5 0 highly satisfied 24.2

1.7 satisfied Percent neutral dissatisfied

0.8 satisfied Series1 neutral dissatisfied

70 60 60 50 40 30 20 10 0 highly satisfied satisfied Percent neutral 3.3 36.7

70 60 50 40 30 20 10 0 highly satisfied satisfied Percent neutral dissatisfied 3.3 25 13.3 58.3

60 51.7 50 40 30 20 10 0 highly satisfied satisfied Percent neutral 14.2 34.2