anshu report - Copy

8/7/2019 anshu report - Copy

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ACKNOWLEDGEMENT

One who is learning to walk seeks assurance in the several hands that are there to hold himagainst faltering and several voices that cheer him on. I have drawn this analogy to script mygratitude towards several people who have facilitated my management thesis.

The completion of this management thesis is the result of cooperation, coordination andcombined efforts of several resources, knowledge, energy and time.

I am grateful to Miss Nidhi Singh (Faculty Guide) for giving me this great opportunity to do myproject.

I also extend my thankfulness to my beloved parents and friends for their Continuousencouragement at every moment.

Anamika


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OBJECTIVE:

The main objective of the study is to know the impact of emotional intelligence in moulding the

behavior and attitude of the employee in the organization.

To know the importance of Emotional Intelligence. To analyze the impact of Emotional Intelligence on performance. To find out the effective ways to develop EQ.

NEED OF THE STUDY:

In this era where cut throat competition is all around us, the same is in the corporate world too.

Competition is all there not only between various organizations but also with in the organization.

For this only hard work is not sufficient for survival in the organization but leadership skills and

other competencies are also required, thats why emotional intelligence is needed.

Some argue that EQ is more important in the work place than I.Q. in the workplace; there are

constant interactions which are occurring among the people who work there. While some of

these interactions are positive others are negative. These affect the company as a whole, so to

study this effect on the organization I want to study the impact of emotional intelligence in

Airtel.

Moreover, it is to find the innovative and effective ways to improve emotional intelligence for

management as well as for employees.


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ABSTRACT

The management thesis topic is to do A STUDY OF EMOTIONAL INTELLIGENCE AND

ITS IMPACT ON MOULDING THE ATTITUDE AND BEHAVIOUR OF THE EMPLOYEES

AT AIRTEL, DEHRADUN

We know that in todays economy, specially in knowledge based and service industry IT, BPO,

FMCG, SECURITIES, INSURANCE AND BANKING the biggest task in front of the top

management and HR department is to motivate, retain and satisfy employees. All the attempts

made in this direction are big failure and no one know what a route to employees heart is. Here

this study initiates us to do study on emotional intelligence and its impact on employee

performance. EQ is the abbreviation for emotional intelligence and is the other side of IQ, our

intelligence quotient, the measure of how smart we are. IQ is the measure of our gifts in the areas

of verbal strengths, math socores, and the ability to process information. IQ used to be the

measure of how smart we were.

EQ measure smartness too- a different kind of smart the smart that knows people, can sense

emotion, trusts intuition, seeks consensus. People with a strong EQ often have a larger vision,

possess charisma, and seem to operate in a world where there is no one right answer. In this

world, people are more important

than things and cooperation is a way of life, not a management technique.

Those with high levels of EQ are what we used to cal street smart. High levels of EQ are the

make up of those who ask felling oriented questions, can laugh at them, and seem able to move

easily in a crow. When our emotional side is used in combination with our intellectual side, we

give presentations with information and impact. We dont just sell, we establish a relationship of

trust. We combine thought with emotion, responding tote person, not just the request. We greet

people rather than just answering the phone.

For the fulfillment of the study, information was collected through books, internet and

newspaper. I studied various theories, tools and techniques of emotional intelligence.


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A questionnaire was also prepared for employees analyses the impact of emotional intelligence

on their performance. The information was collected through internet, books, companys website

and interview of managerial level persons in the company.

After the collection of data, interpretation and data analysis was done very carefully and

hypothesis was tested. At last conclusion is drawn, and recommendations are made.


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CONTENTS

Title

Chapter 1

1.1 INTRODUCTION

Chapter 2

2.1 Research Methodology

2.2 RESEARCH DESIGN

2.3 IMPORTANCE OF THE STUDY

2.4 NEED AND OBJECTIVE OF THE STUDY

Chapter 3

3.1 FINDINGS

3.2 RECOMMENDATIONS

Chapter 4

4.1 DATA ANALYSIS AND INTERPRETATION

4.2 CONCLUSIONS

Bibliography

ANNEXTURE


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INTRODUCTION

It is the capacity for recognizing our own feelings and those of others, for motivating ourselves,

and for managing emotions well in ourselves and in our relationships- Daniel Goleman

.

IQ contributes about 20 percent to the factors that determine life success, which leaves 80

percent to other forces (Goleman, 1995).

This study is based on emotional intelligence and its impact on performance. This will draw the

attention on the importance of emotional intelligence and its impact on the performance, and we

know that this is the increasingly important concern for all business. Performance is the level of

an individuals work achievement after having exerted effort or we can say that it is ultimately an

individual phenomenon with environmental variables influencing performance primarily through

their effect on the individual determinants of performance- ability and motivation. All these

things depend on what we feel. Here emotional play important role. Emotions have an impact on

everything that people do. On the one hand, emotions can lead to an increased morale amongst

employees, but on the other hand, emotions can also prove to be destructive.

EI refers to the capacity of recognizing our own feelings and those of others, for motivating

ourselves, and for managing emotions in us and in our relationships. EI describes abilities

distinct from, but complementary to, academic intelligence or the purely cognitive capacities

measured by IQ.

Emotional intelligence quotient or EQ is a term being heard more and more often in human

resources departments and even in executive board rooms. What exactly is EQ how is it different

from personality, and how has it proven to impact the bottom line in the workplace?

Emotional intelligence quotient is defined as a set of competencies demonstrating the ability one

has to recognize his or her behaviors, moods and impulses and to manage them best according to

the situation.

Typically emotional intelligence is considered to involve emotional empathy: attention to, and

discrimination of ones emotions accurate recognition of one won and others moods mood

management of control over emotions response with appropriate emotions and behaviors in


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various life situations and balancing of honest expression of emotions against courtesy

consideration, and respect (i.e., possession of good social skills and communication skills).

Five components of EI are:

y Self awarenessy Self regulationy Motivationy Empathyy Social skills

These all components together form the emotional intelligence.

There is little research that has been done on success and performance in an organizational

context, but that which has been done rigorously demonstrates the impact of emotional

intelligence on success and performance in the organizational context. Kelley and Caplans

(1993) study at Bell Laboratories provides support for the ability of emotional intelligence to

differentiate between high and average performers in the workplace. Martinez (1997) refers to

emotional intelligence as an array of cognitive skills, capabilities and competencies that

influences a persons ability to cope with environmental demands and pressures.

Goleman (1998) suggested that there are five critical pillars or competencies of emotional

intelligence, these being self-awareness, self-regulation, self-motivation, social awareness andsocial skills.

Goleman (1995) developed the 137 item emotional quotient test, which effectively measures

these five dimensions of emotional intelligence. Bar-Ones (2000) non cognitive model defines

emotional intelligence as an array of non cognitive capabilities, competencies and skills that

influence ones ability to succeed in coping with environmental demands and pressures.


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Emotional intelligence can harness emotions effectively, so that the play a part in business

success as well as individual success. Emotions help humans adapt to the physical and social

world. By combining social and emotional issues it has become possible to develop ways of

achieving a competitive advantage in the business environment.

Emotional Intelligence links strongly with concepts of love and spirituality: bringingcompassion and humanity to work, and also to 'Multiple Intelligence' theory which illustratesand measures the range of capabilities people possess, and the fact that everybody has a value.

The EQ concept argues that IQ, or conventional intelligence, is too narrow; that there are widerareas of Emotional Intelligence that dictate and enable how successful we are. Success requiresmore than IQ (Intelligence Quotient), which has tended to be the traditional measure ofintelligence, ignoring essential behavioral and character elements. We've all met people who areacademically brilliant and yet are socially and inter-personally inept. And we know that despitepossessing a high IQ rating, success does not automatically follow.

Different approaches and theoretical models have been developed for Emotional Intelligence.This summary article focuses chiefly on the Goleman interpretation. The work of Mayer,Salovey and David Caruso (Yale) is also very significant in the field of Emotional Intelligence,and will in due course be summarised here too.

Emotional Intelligence: The Two Aspects

This is the essential premise of EQ: to be successful requires the effective awareness, control andmanagement of one's own emotions, and those of other people. EQ embraces two aspects ofintelligence:

y Understanding yourself, your goals, intentions, responses,behavior and all.

y Understanding others, and their feelings.


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Emotional Intelligence: The Five Domains

Goleman identified the five 'domains' of EQ as:

1. Knowing your emotions.2.

Managing your own emotions.3. Motivating you.

4. Recognizing and understanding other people'semotions.

5. Managing relationships, i.e., managing theemotions of others.

Emotional Intelligence embraces and draws from numerous other branches of behavioral,

emotional and communications theories, such as NLP (Neuro-Linguistic Programming),Transactional Analysis, and empathy. By developing our Emotional Intelligence in these areasand the five EQ domains we can become more productive and successful at what we do, and helpothers to be more productive and successful too. The process and outcomes of EmotionalIntelligence development also contain many elements known to reduce stress for individuals andorganizations, by decreasing conflict, improving relationships and understanding, and increasingstability, continuity and harmony.


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COMPANY PROFILE

Airtel was started by Mr. Sunil Bharti Mittal,a graduate from Ludhiana (PUNJAB).earlier he was

owner of local telecom company Beetel. Afterwards he planned to expand his company at

national level and the consequence is Airtel, what we see today. Bharti Airtel is Indias largest

telecommunications company by subscriber base, which stood at 85.7 million in December 2008,

and total revenues, which were Rs.270 billion in 2007/08.

Airtel is one of Asias leading providers of telecommunication services with presence in all the

22 licensed jurisdictions (also known as Telecom Circles) in India, and in Srilanka. It served an

aggregate of 96,649,487 customers as of March 31, 2009; of whom 93,923,248 subscribe to

GSM services and 2,726,239 use Telemedia Services either for voice and/or broadband access

delivered through DSL. It is the largest wireless service provider in the country, based on the

number of subscribers as of March 31, 2009. It also offered an integrated suite of telecom

solutions to our enterprise customers, in addition to providing long distance connectivity both

nationally and internationally. It had recently forayed into media by launching our DTH and

IPTV Services. All these services are rendered under a unified brand Airtel .The Company alsodeploys, owns and manages passive infrastructure pertaining to telecom operations under its

subsidiary Bharti Infratel Limited. Bharti Infratel owns 42% of Indus Towers Limited. Bharti

Infratel and Indus Towers are the two top providers of passive infrastructure services in India.


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Sunil Bharti Mittal, the founder chairman of Bharti Enterprises (who owns Airtel), is today,

the most famous face of the telecom sector in India. He symbolizes the adage that success comes

to those who dream big and then worked assiduously to deliver it. His strong entrepreneurial

instincts gave him a unique flair for sensing new business opportunities. In the early years,

Bharti established itself as a supplier of basic telecom equipment. His true calling came in the

mid 1990s when the government opened up the sector and allowed private players to provide

telecom services.

Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The Bharti Group, has

a diverse business portfolio and has created global brands in the telecommunication sector.

Bharti has recently forayed into retail business as Bharti Retail Pvt. Ltd. under a MoU with Wal-

Mart for the cash & carry business. It has successfully launched an international venture with EL

Rothschild Group to export fresh agri products exclusively to markets in Europe and USA and

has launched Bharti AXA Life Insurance Company Ltd under a joint venture with AXA, world

leader in financial protection and wealth management.

Vision

By 2010 Airtel will be the most admired brand in India:

Loved by more customers

Targeted by top talent

Benchmarked by more business

Key Milestones


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Date of Incorporation-------------------------------------------------------------- July 07, 1995 First private operator to offer fixed line telephony---------------------------- June 04, 1998 Became a public limited company in India ------------------------------------ February 18,

2002

First telecom company to have an all India mobile footprint(Presence in all 23 telecom circles in India)------------------------------------ March

30, 2005A midst all the talk of slowdown in the Indian economy, telecom is one sector that has had a

fairly good year in terms of subscriber additions and revenue growth in 2008.Mobile service

companies have managed to add subscribers at the rate of eight million a month in 2008. This

makes India the second fastest growth for mobile services in the world. However, even as this

gives some reason to cheer for the telecom incumbents, there are a few trends in key metrics of

the companies that suggest increasing pressure on margins.

This is not the situation only this year the subscriber base of Indian telecom industry is

increasing day by-day and year by year. If we just have a glance on the Indian telecom

industry it is divided into 23 circles spread allover the country with 9 Operators in the country.

A large population, low telephony penetration levels, and a rise in consumers' income andspending owing to strong economic growth have helped make India the fastest-growing telecom

market in the world. The first and largest operator is the state-owned incumbent B.S.N.L., which

is also the 7th largest telecom company in the world in terms of its number of subscribers. BSNL

was created by corporatization of the erstwhile DTS (Department of Telecommunication

Services), a government unit responsible for provision of telephony services. Subsequently, after

the telecommunication policies were revised to allow private operators, companies such as

Bharti Telecom, Tata Indicom,Vodafone, MTNL, Idea, Vodafone and BPL have entered the

space as major Operators in India. However, rural India still lacks strong infrastructure.

In 2007, an article by Business weekmagazine reported that India's mobile phone market is the

fastest growing in the world, with companies adding some 6 million new customers a month.


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The total number of telephones in the country crossed the 300 million mark on June 18 2008.

The overall tele-density has increased to 36.98% in March 2009. In the wireless segment, 15.87

million subscribers have been added in March 2009. The total wireless subscribers (GSM,

CDMA & WLL (F)) base is more than 391.76 million now. The wire line segment subscriber

base stood at 38.22 million with a decline of 0.13 million in October 2008.

Growth of mobile technology

India has become one of the fastest-growing mobile markets in the world. ]The mobile services

were commercially launched in August 1995 in India. In the initial 56 years the average

monthly subscribers additions were around 0.05 to 0.1 million only and the total mobile

subscribers base in December 2002 stood at 10.5 millions. However, after the number of

proactive initiatives taken by regulator and licensor, the monthly mobile subscriber additions

increased to around 2 million per month in the year 2003-04 and 2004-05.

Although mobile telephones followed the New Telecom Policy 1994, growth was tardy in the

early years because of the high price of hand sets as well as the high tariff structure of mobile

telephones. The New Telecom Policy in 1999, the industry heralded several pro consumer

initiatives. Mobile Subscriber additions started picking up. The number of mobile phones added

throughout the country in 2003 was 16 million, followed by 22 million in 2004, 32 million in

2005 and 65 million in 2006. The only country with more mobile phones than India with 246

million mobile phones is China 408 million.

India has opted for the use of both the GSM (global system for mobile communications) and

CDMA (code-division multiple access) technologies in the mobile sector. In addition to landline

and mobile phones, some of the companies also provide the WLL service.


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The mobile tariffs in India have also become lowest in the world. A new mobile connection can

be activated with a monthly commitment of US$0.15 only. In 2005 alone 32 million handsets

were sold in India. The data reveals the real potential for growth of the Indian mobile market.

In March 2008 the total GSM and CDMA mobile subscriber base in the country was 375 million,

which represented a nearly 50% growth when compared with previous year.

In April 2008 the Indian Department of Telecom (DoT) has directed all mobile Phone service

users to disconnect the usage of unbranded Chinese mobile phones that do not have International

Mobile Equipment Identity (IMEI) numbers, because they pose a serious security risk to the

country. Mobile network operators therefore planned to suspend the usage of around 30 million

mobile phones (about 8 % of all mobiles in the country) by April 30.

Revenue and growth

The total revenue in the telecom service sector was Rs. 86,720 crore in 2005-06 as against Rs.

71, 674 crore in 2004-2005, registering a growth of 21%. The total investment in the telecom

services sector reached Rs. 200,660 crore in 2005-06, up from Rs. 178,831 crore in the previous

fiscal.

Telecommunication is the lifeline of the rapidly growing Information Technology industry.

Internet subscriber base has risen to 6.94 million in 2005- 2006. Out of this 1.35 million were

broadband connections. More than a billion people use the internet globally.

Under the Bharat Nirman Programme, the Government of India will ensure that 66,822 revenue

villages in the country, which have not yet been provided with a Village Public Telephone

(VPT), will be connected. However doubts have been raised about what it would mean for the

poor in the country.

It is difficult to ascertain fully the employment potential of the telecom sector but the enormity of

the opportunities can be gauged from the fact that there were 3.7 million Public Call Offices in

December 2005 up from 2.3 million in December 2004.


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The value added services (VAS) market within the mobile industry in India has the potential to

grow from $500 million in 2006 to a whopping $10 billion by 2009.

On the other hand, in the mobile telephony space, Airtel controls 21.4% subscriber base followed

by Reliance with 20.3%, BSNL with 18.6%, Vodafone with 14.7% subscriber base (as per June

2005 data).

Following list shows the GSM subscriber figure till Jan 2009

1 Bharti Airtel -------------------88382758--------------------- 33.04%

2 Vodafone Essar---------------- 63340024 ----------------------23.68%

3 BSNL---------------------------- 42673357 ---------------------15.95%

4 IDEA ---------------------------40016153 ----------------------14.96%

5 Aircel--------------------------- 16761397---------------------- 6.27%

6 Reliance Telecom --------------10353841--------------------- 3.87%

8 MTNL--------------------------- 4003807 ------------------------1.50%

9 BPL------------------------------ 2007303----------------------- 0.75%

The mobile service has seen phenomenal growth since 2000. In September 2004, the number of

mobile phone connections has crossed fixed-line connections. Currently there are an estimated

201.29 million mobile phone users in India compared to 39.73 million fixed line subscribers.

India primarily follows the GSM mobile system, in the 900 MHz band. Recent operators alsooperate in the 1800 MHz band. The dominant players are Airtel, Reliance Infocomm, Vodafone,

Idea cellular and BSNL/MTNL. There are many smaller players, with operations in only a few

states.


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Growth trends

The burgeoning subscriber base and more stringent spectrum allocation regime creates a higher

requirement of cell sites or tower sites for operators, to allow greater re-use of the radio

frequency allotted to operators.

The Indian telecom industry continued on its high growth path with teledensity crossing the

22%mark. The customer base surpassed 260 million, making India the second larges mobile

market in the world ahead of the USA. The Industry has been adding more than 8 million

customers a month, which is more than the monthly average of Chinas telecom industry. In the

fixed line segment, significant convergence is taking place, as is evident from the growth of

broadband and IPTV services.

India has become one of the fastest-growing mobile markets in the world. The mobile services

were commercially launched in August 1995 in India. In the initial 56 years the average

monthly subscribers additions were around 0.05 to 0.1 million only and the total mobile

subscribers base in December 2002 stood at 10.5 millions. However, after the number of

proactive initiatives taken by regulator and licensor, the monthly mobile subscriber additions

increased to around 2 million per month in the year 2003-04 and 2004-05.

Although mobile telephones followed the New Telecom Policy 1994, growth was tardy in the

early years because of the high price of hand sets as well as the high tariff structure of mobile

telephones. The New Telecom Policy in 1999, the industry heralded several pro consumer

initiatives. Mobile subscriber additions started picking up. The number of mobile phones added

throughout the country in 2003 was 16 million, followed by 22 million in 2004, 32 million in

2005 and 65 million in 2006. The only country with more mobile phones than India with 246

million mobile phones is China 408 million. India has opted for the use of both the GSM(global system for mobile communications) and CDMA (code-division multiple access)

technologies in the mobile sector.


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In addition to landline and mobile phones, some of the companies also provide the WLL service.

The mobile tariffs in India have also become lowest in the world. A new mobile connection can

be activated with a monthly commitment of US$0.15 only. In 2005 alone 32 million handsets

were sold in India. The data reveals the real potential for growth of the Indian mobile market. In

March 2008 the total GSM and CDMA mobile subscriber base in the country was 375 million,

which represented a nearly 50% growth when compared with previous year.

In April 2008 the Indian Department of Telecom (DoT) has directed all mobile Phone service

users to disconnect the usage of unbranded Chinese mobile phones that do not have International

Mobile Equipment Identity (IMEI) numbers, because they pose a serious security risk to the

country. Mobile network operators therefore planned to suspend the usage of around 30 million

mobile phones (about 8 % of all mobiles in the country) by April 30.


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RESEARCH METHODOLOGY

The manipulation of things, concepts or symbols for the purpose of generalizing to extent,

correct or verify knowledge , whether that knowledge aids in construction of theory or practice

of an art is research.

All progress is born of inquiry doubts is better than overconfidence for it leads to enquiry and

enquiry leads innovations.

Research is common parlance refers to the search for knowledge. It refers to the systematic

methods of consisting of enacting the problem, formulating the hypothesis, collection the factor

data, analyzing the facts and reaching certain conclusion either in form of solution towards the

concerned problem or in certain generalization for some theoretical formulation.

The purpose of research is to discover answer to question through the application of scientific

procedures. The main aim of research is to find out truth which is hidden and which has not beendiscovered as yet. Thus research is systematized effort to gain new knowledge and careful

investigation especially through search for new facts in any branch of knowledge.

Thus research is an original contribution to the existing stock of knowledge making for its

advancement. It is the pursuit of truth with the help of study, observation, comparison and

experience.


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RESEARCH DESIGN:-

A research design is the arrangement of conditions for collection and analysis of data in a

manner that aims to combine relevance to the research purpose with economy in procedure.

The present research is regarding the study of emotional intelligence and its impact in moulding

the behavior and attitude of employee in Airtel. For obtaining the information a survey would be

conducted through questionnaire method and through interview primary data is collected. To

collect primary data employees would be considered as population.

DETERMINATION OF SAMPLES:

A sample design is definite plan determined before any data are actually collected for obtaining a

sample from a given population.

To make research and various training techniques implemented in precision camshafts ltd, a

survey will be conducted, employees are considered as population.

COLLECTION OF DATA:

In dealing with real problem, it is often found that data at hard are adequate; it is therefore

necessary to collect data that are appropriate, are two types of data.


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PRIMARY DATA:

For the present research, the required data would be collected in the form of primary data. From

total population sampling would be done on random basis. To collect the primary data

Questionnaire is prepared for the detailed information.

SECONDARY DATA:

Secondary data was collected from various websites. This data consists of existent information,

collected by researchers for different purposes, from external resources such as documentation

and records, magazines, internet, etc. This data provide a general idea on how to conduct the

research and the best method to be used.


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IMPORTANCE OF STUDY

Emotional Intelligence is the organizations lifeblood; yet it is largely ignored earlier. Even when

not ignored, it certainly is not a focal point for strategic thinking.

Seldom is a clear, coherent, and overall approach taken to the challenge of Emotional

Intelligence of people. Most organizations dont give it much thought until something starts to go

wrong. Pain gets peoples attention. And thats what is happening in companies.

Like a pop up fly ball which drops to the ground between a couple of confused fielders,

emotional intelligence can fall into cracks. Everyone has an interest in Emotional Intelligence,

but there is few, who is responsible for mapping the overall game planned applying it and this

will help the company top persons and HE personals to analyze the real present status dealing

with employees and new innovative areas to make them more effective and efficient. This way

the result of this study can be generalized. As this study is an interesting study and already some

work has been done in the said area but there is always a scope to improve. So this study will

provide a scope for future research also.

OBJECTIVE:


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The main objective of the study is to know the impact of emotional intelligence in moulding the

behavior and attitude of the employee in the organization.

To know the importance of Emotional Intelligence. To analyze the impact of Emotional Intelligence on performance. To find out the effective ways to develop EQ.

NEED OF THE STUDY:

In this era where cut throat competition is all around us, the same is in the corporate world too.

Competition is all there not only between various organizations but also with in the organization.

For this only hard work is not sufficient for survival in the organization but leadership skills and

other competencies are also required, thats why emotional intelligence is needed.

Some argue that EQ is more important in the work place than I.Q. in the workplace; there are

constant interactions which are occurring among the people who work there. While some of

these interactions are positive others are negative. These affect the company as a whole, so to

study this effect on the organization I want to study the impact of emotional intelligence in

Airtel.

Moreover, it is to find the innovative and effective ways to improve emotional intelligence for

management as well as for employees.


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LIMITATIONS

y Study was limited to AIRTEL telecom.y

Effect of Global slowdown on performance.y The main limitation of the study is the availability of time.y The impact of market conditions.y In this thesis no distinctions are drawn between managers and workers in terms of the

role-plays with each other. That means the word employee includes managers as well

as all the other persons working in the company.

FUTURE SCOPE:

Emotional Intelligence and its impact on employee performance is the hot issue for the

companies. So new ideas generated on these topics will be helpful for further research

also.


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FINDINGS:

35 of the respondents agree that intelligence has its impact on the performance at theworkplace, while 5 said that sometimes true and 10 to always true and there was none to

never true and rarely true response.

30 of the total employees mostly have good relation and rest 20 always have goodrelations with the subordinates and the boss.

20 are always and 20 are mostly able to differentiate and compare their feelings and only10 are sometimes able.

40 employees have the most capability to deal with the customers and coworkers and 10always able to deal both the customers as well as the employees.

40 employees are always ready to make improvements in themselves, 5 are mostly andsometimes amend the change.

45 of the employees are mostly satisfied with their present job and 5 of them are alwayssatisfied with whatever they do.

30 of employees get rarely tensed 15 sometimes and 5 never get tensed unnecessarily. 35 of the employees mostly do sense the feelings of others while 15 sometimes able to

sense the feelings

40 of the employees feel that they are making a useful contribution at the work 10sometimes feel that they are making a useful contribution.

25 of the employees rarely do get affected at their work from family problems 15 neverget affected and 10 sometimes get affected at work.

40 are satisfied and 10 are sometimes satisfied with the working environment. 20 are always satisfied and 30 are mostly satisfied with their job performance. 40 are mostly able to make friend and acquaintance 5 sometimes and 5 always able to

make friends and acquaintance.

35 are mostly able to make positive emotions 15 are sometime able to make positiveemotion last when they experience it.


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RECOMMENDATIONS:

Do not ask how smart you are, Ask how you are smart .Howard Gardner

y Achievable targets should be given to employees to improve the performance quality.y Company should be more prompt, flexible and open in welcoming employees ideas.y Personally thank employees for doing a good job. Thank them personally, in writing or

verbally or both. Praise sincerely and timely.

y Always wiling to take time to meet and listen to employees.y Provide specific feedback about performance of the person, the department, and the

organization.y Strive to create a work environment that is open, trust worthy, encourage new ideas and

initiatives.

y Provide detailed information on how the company makes and loses money, upcomingproducts, and strategies for competing in the marketplace and how the person fits in the

overall plan.

y Involve employees in decisions, especially when those decisions affect them.y Provide employees a sense of ownership in their work and the work environment.y Recognize, reward and promote people based on their performance. Deal with low and

marginal performers so that they either improve or leave.

y Give employees a chance to grow and learn new skills. Show them how management canhelp them meet their goals within the context of meeting the organizations goals. Create a

partnership wit each employee.

y Celebrate successes of the company, the department, and of the individuals in it. Taketime ofr team and morale building meetings and activities.

y Additional responsibilityy Give recognition to employees.y A visit or e-mail from the senior person saying thank youy Letter of recognition in employees personnel file.y Highlighting employee in company newsletter or via company intranet.y Picture on bulletin board.y Flowers.y One the spot appreciate or praise.


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DATA

ANALYYSIS

AND

INTERPRETATION


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Q.no.1.What is the impact of intelligence on performance?

Response No. of respondents

Never True 0

Sometimes true 5

Rarely true 0

Mostly true 35

Always true 10

Total 50

Interpretation:

35 of the respondents agree that intelligence has its impact on the performance at the workplace,

while 5 said that sometimes true and 10 to always true and there was none to never true and

rarely true response.

0

5 0

35

impact

never true

sometimes true

rarely true

mostly true

always true


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Q.2. Table showing good relation with subordinates and boss:

Response No. of respondents Never True 0

Sometimes true 0

Rarely true 0

Mostly true 30

Always true 20

Total 50

Interpretation: 30 of the total employees mostly have good relation and rest 20 always have

good relations with the subordinates and the boss.

0

0

0

30

20

relation

never true

sometimes true

rarely true

mostly true

always true


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29

Q.3. Table showing the ability to differentiate and compare the feelings:


Never True 0

Sometimes true 10

Rarely true 0Mostly true 20

Always true 20

Total 50

Interpretation: 20 are always and 20 are mostly able to differentiate and compare their feelings

and only 10 are sometimes able.

0

10

0

20

20

ability

never true

sometimes true

rarely true

mostly true

always true


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30

Q.4. Table showing capability of dealing both the coworkers and the customers:


Never True 0

Sometimes true 0


Always true 10

Total 50

Interpretation: 40 employees have the most capability to deal with the customers and coworkers

and 10 always able to deal both the customers as well as the employees.

0

0

0

40

10

capability

never true

sometime true

rarely true

mostly true

always true


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31

Q.5. Table showing readiness to amend ourselves if someone corrects:


Never True 0

Sometimes true 5


Always true 40

Total 50

Interpretation:

40 employees are always ready to make improvements in themselves, 5 are mostly and

sometimes amend the change.

0

5

5

40

readiness

never

sometimes

mostly

always


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32

Q.6. Table showing satisfaction from the present job:


Never True 0

Sometimes true 0


Always true 5

Total 50

Interpretation:

45 of the employees are mostly satisfied with their present job and 5 of them are always satisfied

with whatever they do.

00

0

45

5

satisfaction

never

sometimes

rarely

mostly

always


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33

Q.7. Table showing that employees get unnecessarily tensed in certain work conditions:


Never True 5

Sometimes true 15


Always true 0

Total 50

Interpretation:

30 of employees get rarely tensed 15 sometimes and 5 never get tensed unnecessarily.

5

15

30

0 0

behavior

never

sometimes

rarely

mostly

always


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34

Q.8.Table showing the ability of the employee to sense the feelings of others:


Never True 0

Sometimes true 15


Always true 0

Total 50

Interpretation:

35 of the employees mostly do sense the feelings of others while 15 sometimes able to sense the

feelings.

0

15

035

0

sensibility

never

sometimes

rarely

mostly

always


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35

Q.9. Table showing the useful contribution to the work;


Never True 0

Sometimes true 10


Always true 40

Total 50

Interpretation:

40 of the employees feel that they are making a useful contribution at the work 10 sometimes

feel that they are making a useful contribution.

0

10

0

0

40

contribution

never

sometimes

rarely

mostly

always


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36

Q.10. Table showing that work is affected by family problems:


Never True 15

Sometimes true 10


Always true 0

Total 50

Interpretation:

25 of the employees rarely do get affected at their work from family problems 15 never get

affected and 10 sometimes get affected at work.

15

10

25

0 0

work affects

never

sometime

rarely

mostly

always


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37

Q.11. Table showing satisfaction with the work environment:


Never True 0

Sometimes true 10

Rarely true 0

Mostly true 40

Always true 0

Total 50

Interpretation:

40 are satisfied and 10 are sometimes satisfied with the working environment.

0

10

0

40

0

work satisfaction

never

sometime

rarely

mostly

always


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38

Q.12. Table showing satisfaction from the work performance:


Never True 0

Sometimes true 0

Rarely true 0

Mostly true 30

Always true 20

Total 50

Interpretation:

20 are always satisfied and 30 are mostly satisfied with their job performance.

00

0

30

20

job satisfaction

never

sometimes

rarely

mostly

always


39/46

39

Q.13. Table showing ability of making easily friends and acquaintance:


Never True 0

Sometimes true 5

Rarely true 0

Mostly true 40

Always true 5

Total 50

Interpretation:

40 are mostly able to make friend and acquaintance 5 sometimes and 5 always able to make

friends and acquaintance.

05

0

40

5

ability

never

sometimes

rarely

mostly

always


40/46

40

Q.14. Table showing ability of making positive emotion:


Never True 0

Sometimes true 15

Rarely true 0

Mostly true 35

Always true 0

Total 50

Interpretation:

35 are mostly able to make positive emotions 15 are sometime able to make positive emotion last

when they experience it.

0

15

035

0

positive emotion

never

sometimes

rarely

mostly

always


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41

CONCLUSION:

W e know that in Mahabharata Shree Krishna gave direction and cleared all his confusions of

Arjuna to do Yudha. This is known as GEETA is a wonderful example of emotional intelligenceshown by Lord Krishna to Arjuna during Mahabarata.

In order to fulfill the purpose of this thesis I studied the existing literature in the field of

emotional intelligence and job satisfaction and carried out questionnaire and personal interviews.

According to my literature research this conclusion is dawn that emotional intelligence affects

the employees performance. As this was the basis purpose of this research study.

Without dealing effectively or intelligently with the emotions of human resource, an organization

will not be able to ger as much from its employees as needed. EI is the driving force in people. It

makes people feel committed to others, and feel responsible for the actions of an organization.

This is the basic important thing related to EI.

As everyone want to make money and running after it, so this study shows that emotional

intelligence has its impact on performance and people can make money by controlling the own

emotions and by dealing effectively with the emotions of others because by performing good

there will be increase in the money, status position and salary.


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42

REFERENCES:

Bibliography:

1) Golemen,D.(1995).Emotional Intelligence. New York:Bantam.2) Goleman,D.(1995a).Emotional Intelligence: Why it can matter more than IQ.3) Golemen, D. (1995b).Whats your EQ? In the Utne Lens, Utne Reader (Online).4) Goleman, D. (1998).working with emotional intelligence. New York, NY: Bantam

Books.5) Murray, H.A.(1938).Explorations in personality. New York: Oxford University press.6) Gardner, H.(1983).Frames of Mind. New York: Basic Books

Websites:

www.Wikipedia.comwww.google.comwww.competencymapping.comwww.emotionalintelligence.com


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QUESTIONNAIRE ON EMOTIONAL INTELLIGENCE

Dear respondent,

This questionnaire is aimed at measuring your Emotional Intelligence. It is an important part of

any persons ability to function as part of a team and in working with clients. Please could you

spend a few minutes responding to the following questions, giving your honest responses? Your

response will be dealt with strict confidentially and it will be used only for academic purpose.

Thank you for spending your valuable time to fill this questionnaire.

1. Name:

..

2. Contact No:

..

3. Company:

4. Please mention your designation and grade:..

5. How many years of service have you had at AIRTEL:..

6. Age group:below 30.., 31-40.., 41-50.., 51-60.

7. Educational Qualification:Under graduate .., Graduate.., Post

graduate., Others ..


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Please assess the following statements by indicating your current behavior on each competency.

Please complete all the questions.

QUESTIONNARIE.

1. What do you think that emotional intelligence has its impact on performance?Never true ..,

Sometimes true .

Rarely true ..,

Mostly true .

Always true ..

2. I try to keep good relationship with my boss and subordinates? Never true .., Sometimes true

.

Rarely true .., Mostly true

.

Always true ..

3. I can differentiate and compare my feelingsNever true ..,

Sometimes true .


.

Always true ..

4. I am good in dealing with clients as well as coworker Never true.., Som

true .

Rarely true.., Mostly true.

Always true ..

5. I am ready to mend myself if somebody corrects me Never true .., Sometim

true .


45/46

45


.

Always true ..

6. Are you satisfied with your present job? Never true .., Sometime

true .

Rarely true .., Mostly

true .

Always true ..

7. I get unnecessarily tensed in certain work situationNever true ..,

Sometimes true .

Rarely true .., Mostly true.

Always true ..

8. I can sense the feelings of others Never true .., Sometim

true .


true .

Always true ..

9. I feel that I make a useful contribution to work. Never true .., Sometim

true .


.

Always true .

10.I think that my performance at work is affected by my family problems.Never true ..,

Sometimes true .


true .

Always true ..


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11.Are you satisfied with the company environment? Never true .., Sometim

true .


.

Always true ..

12.I am satisfied with the performance of my work. Never true .., Sometim

true .


true .

Always true ..

13.I can easily make acquaintances and friend. Never true .., Sometimes

true .


true .

Always true .

14.I know how to make a positive emotion last when I experience it.Never true ..,

Sometimes true .


.

Always true ..

anshu report - Copy

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