A STUDY ON EMOTIONAL INTELLIGENCE AMONG HR PROFESSIONALS A Dissertation Submitted to the UNIVERSITY OF MADRAS In partial fulfillment of the requirement for the degree of M.A IN SOCIAL WORK 2008-2010 BY R.MOHAMED MAMOON KASHIM Reg No. K820110 DEPARTMENT OF SOCIAL WORK
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A STUDY ON EMOTIONAL INTELLIGENCE AMONG HR
PROFESSIONALS
ADissertation
Submitted to the
UNIVERSITY OF MADRAS
In partial fulfillment of the requirement for the degree of
M.A
IN
SOCIAL WORK
2008-2010
BY
R.MOHAMED MAMOON KASHIM
Reg No. K820110
DEPARTMENT OF SOCIAL WORK
MAR GREGORIOS COLLEGE
CHENNAI – 600 037.
CERTIFICATE
This is to certify that the dissertation entitled “A Study On Emotional Intelligence
Among HR Professionals” is an independent work carried out by
R.Mohamed.Mamoon Kashim, a full time Student of Master of Social Work, Mar
Gregorios College, Mogappair West, Chennai -37 during the period of her study in the
Academic year 2008 – 2010 in the field of Human Resources and Management.
This dissertation is entirely an independent work on the part of the candidate under my
guidance and supervision.
Fr. John Peter Ms.R.Udhaya Selvi
Head, Department of Social Work Research Guide
iDECLARATION
I, R.Mohamed Mamoon Kashim, final year of M.A. Social Work Student of Mar
Gregorios College, Mogappair West, Chennai- 600 037, would like to declare that the
project titled “A study on Emotional Intelligence Among HR Professionals” is my
original work towards the partial fulfillment of Masters of Arts in Social Work degree.
Place: Chennai R.Mohamed Mamoon Kahim
Date: 05-03-2010
IiACKNOWLEDGEMENT
I thank the almighty for his abundant blessings and good health for me to complete this
project.
I would like to extend my sincere thanks to Rev.Fr. Johnson Parackel, secretary, for his
continuous support and encouragement for completion of this project.
I am thankful to the Principal of our college Dr.Amirtham for fostering an excellent
academic climate which enabled me to succeed in the project completion.
I would like to thank Rev Fr. John Peter M.A., M.phil, Head of the Department, for his
constant guidance and encouragement. I would like to extend my heart felt gratitude to
my guide Ms.R.Udhaya Selvi, MA(Social Work)., (M.Phil), for his guidance, motivation
and support through every stage of my research
I am thankful to all the faculties of the Department of Social work for their
encouragement.
I thank all the respondents for their kind cooperation extended during the data collection.
Last bus not least my sincere thanks the librarians of, Connemera Library, and Madras
School of Social work for their assistance in helping me to collect the secondary data.
Place: Chennai R.Mohamed Mamoon Kashim
Date: 05-03-2010
iiiABSTRACT
The researcher did the study titled “A Study of Emotional Intelligence among
HR Professional “in Chennai. To determine the Emotional Intelligence level of HR Pro-
fessionals.
The researcher chose Descriptive design for his study. The Researcher took 50 as
his sample among the universe of 175 in the industry. The samples were selected through
simple Random sampling method.
The Researcher find that says that majority of people has medium level of
emotional intelligences this indicates that majority of the HR Respondents were the
productive period of their life and have to improve their Emotional Intelligence.
With the help of the questionnaire the researcher draw the findings and based on
findings the researcher gave suggestions like HR Professional has participated various
Emotional Intelligences Programme, online test and The organization could take effort to
train the HR respondent and impart knowledge regarding the importance and
effectiveness of Emotional Intelligence.
iv
TABLE OF CONTENT
S. No. PARTICULARS PAGE No.
1 Certificate i
2 Declaration ii
3 Acknowledgement iii
4 Abstract iv
5 Table of Content v
6 List of Table vi
7 List of Diagram vii
8 Chapter I Introduction 1
9 Chapter II Review of Literature 8
10 Chapter III Data Analysis and Interpretation 35
11 Chapter IV Findings 60
12 Chapter V Suggestions and Conclusion. 66
13 Bibliography
14 Annexure (Questionnaire)
v
LIST OF TABLES
TABLE NO. TITLE PAGE NO.
1. Age of the Respondents 35
2. Gender of the Respondents 36
3. Designation of the Respondents 37
4. Years of Experiences 38
5. Education Qualification 39
6. Martial status of the Respondents 40
7. Income of the Respondents 41
8. Awareness of the Emotional Intelligences 42
9. Component Shaping Emotional Intelligences 45
10. Role of Emotional Intelligence in Crises Situation
49
11. Emotional Intelligences in Decision Making Process
52
12. Emotional Intelligence as a Self Motivation Factor
53
vi
LIST OF DIAGRAM
DIAGRAM NO. TITLE PAGE NO.
1. Emotional Intelligence helps in Unhealthy Emotion
43
2. Emotional Intelligence helps in increasing Empathy level
44
3. Emotional Intelligences in Job Performances 46
4. Role of Emotional Intelligence in Work Environment
47
5. Intelligence Quotients and Emotional Intelligence 48
6. Cadre Needing Emotional Intelligence 50
7. Benefits of Training Program 51
8. Emotional Intelligence aiding in Communication 53
9. Emotional Intelligence aiding in Team Work 55
10. Emotional Intelligence aiding in Leadership 57
11. Emotional Intelligence aiding in Problem Solving 58
12. Emotional Intelligence Test 59
Vii
DEDICATION
TO MY
Loving PARENTS
AND
BELOVED FRIENDS
CHAPTER - I
INTRODUCTION & METHODOLOGY
CHAPTER - II
REVIEW OF LITERATURE
CHAPTER - III
ANALYSIS & INTERPRETATION
CHAPTER - IV
MAIN FINDING’S
CHAPTER - V
SUGGESTIONS & CONCLUSION
BIBLIOGRAPHY
QUESTIONAIRE
A STUDY ON EMOTIONAL INTELLIGENCE AMONG HR
PROFESSIONAL
Emotional Intelligence is increasingly relevant to organizational development and
developing people, because the EQ principles provide a new way to understand and
assess people's behaviors, management styles, attitudes, interpersonal skills, and
potential. Emotional Intelligence is an important consideration in human resources
planning, job profiling, recruitment interviewing and selection, management
development, customer relations and customer service, and more. Emotional Intelligence
links strongly with concepts of love and spirituality: bringing compassion and humanity
to work, and also to 'Multiple Intelligence' theory which illustrates and 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 arc wider areas of emotional intelligence that dictate and enable how successful we
arc. Success requires more than IQ (Intelligence Quotient), which has tended to be the
traditional measure of intelligence, ignoring essential behavioral and character elements.
People who arc academically brilliant and yet arc socially and inter-personally inept. And
we know that despite possessing a high IQ rating, success docs not automatically follow.
STATEMENT OF PROBLEM
In today’s business scenario it is very essential how one manages oneself and
people around. To a great extent both managing oneself and people around largely
depends upon how when one manages emotions. Thus, in emotional intelligence the
individual should motivate their emotion especially stress to balance and stable in facing
with various type of situation. There are two minds one the rational mind and other is
emotional mind. The general belief is that individual act logically if they use their
rational mind and on the other hand they act done using emotional mind is the rather
impulsive and irrational. Through the emotion mind seems to be impulsive it is powerful.
Indian industries has varies sector with different dimensions such as, speed,
quality and service. Indian industries to depend on ‘Software – based’ solution for
intergradations their business activities with global markets knowledge management and
the emotional competencies of the workers are the major challenges today.
In one’s professional life there is a need for a constant interaction of state mind.
Today employees do not merely survive on how well he does the job but also how well
he manages the people around. The consequence of not manage emotional careful and
pressure of life can make individual should face with hard stress and pressure as long as
world become small, human life have change that improve toward life full with
sophisticated and human now not move more or just sitting at home every time because
of momentum of affiliation succession. So, it will force individual to move and go
anywhere just limited place. At the same time, world feel become challenge. So that,
stress can arises to individual life. Individual should manage their life regulated nicely.
Every human in our life have their own special intelligence or special skill. To solve the
stress problem, individual should manage themselves by using emotional intelligence.
From this, individual tend to decrease their stress level and increase their unique
intellectual, Emotional Intelligence.
NEED AND IMPORTANCE OF STUDY
Emotional Intelligence strengthens our current understanding of both
emotions and intelligence. It enriches our sense of the functionality of human emotion
and the breadth of human intelligence. EI also directs attention to the role of emotion at
home, in schools, and at the workplace and how the effects of emotion may ripple
through groups and society. It helps to explore our own emotions and its impact on
performance – self-awareness.
Emotional intelligence (EI) that reflects how an individual’s potential for
mastering the skills of Self-Awareness, Self-Management, Social Awareness, and
Relationship Management translates into on-the-job success.
More organization is embarking on a journey to make them more
emotionally intelligence as they believe that an organization collection emotional
intelligence has impact on the bottom line or income revenue. One British Psychologist in
Singapore would say “emotional intelligence falls under the umbrella of skills and
behaviors, which are needed for good managers. Companies are bottom-line driven. Yes,
but it is people who reach those financial targets. These practices are similar with the
emotional competencies that typify top-performing individuals. “Emotional Intelligence
is a significant factor in terms of performance. It is about the well being of individuals.
OBJECTIVES OF THE STUDY
General Objective
To study the Emotional Intelligence level among HR Professionals.
Specific Objective
To assess the awareness level of emotional intelligence.
To examine the impact of emotional intelligences in work place.
To ascertain its importance in certain key performance area.
To find the required EI level for the respondent to lead life successful personal &
professional life.
RESEARCH METHODLOGY
FIELD OF STUDY
The researcher did the study among the HR Professionals in Chennai.
PILOT STUDY
The researcher made a pilot study with some of HR professionals before starting
the research in order to know the feasibility of conducting research study on emotional
intelligence among HR professionals.
RESEARCH DESIGN
The researcher adopted Descriptive - Research Design for this study as he
described the emotional intelligence level of HR Professionals and the study brings out
the various characteristics Emotional intelligence.
SAMPLING METHOD
The sampling method adopted by the researcher was Convenient Sampling.
SOURCE OF DATA COLLECTION
Primary Data was collected from the respondent.
The researcher is used a questionnaire to collect the primary data related to the
study.
Secondary Data
The secondary sources of data collection were information obtained from
books, research dissertation, magazines, journals and websites.
TOOL FOR DATA COLLECTION
The researcher used questionnaire to collect data for the study. The
questionnaire was made by the researcher under the guidance of research guide.
PREPARATION OF TOOL
The questionnaire was prepared in English The researcher used Emotional
Intelligence Rating Scale to determine the level of HR Professionals in Chennai.
PRE-TEST
To test the relevance of the questionnaire after getting approved from
the project guide the Researcher conducted the pre tested on five respondents in the field
of study. After the pre –test HR Professionals gave some valuable tips to the researcher
and ask the researcher to modify the questionnaire in short form, which looks like a
lengthy format. The researcher came with the final draft of the questionnaire after making
necessary changes
ACTUAL COLLECTION OF DATA
The actual data was collected from 25th Feburay 2010 to 15th March 2010 from
the target population.
LIMITATIONS OF THE STUDY
The study is limited within Chennai. Elaborated study could not be conducted
due time constraints. Naturally the maximum respondents are in the age group of 20- 30
so other are less in number. The researcher restricted the sample size to 50 only. Thus a
results arrived at the end may not be the same for the entire universe. There are chances
of the respondents not furnishing true information, which may affect the validation of the
study.
DEFINITION OF TERMS
Conceptual Definition
Emotions
“A feeling and it distinctive thoughts, psychological and biological states and range of
Propensities to act”.
- Daniel Goleman, 1996.
Intelligence
“Intelligence is the ability to learn about, learn from, understand, and interact with one’s
environment. “
- Carol Bainbridge
Emotional Intelligence
“ The mental ability we are born with which given as out emotional sensitivity
and our potential for emotion learning management skills which can help us maximize
9. Are you aware of the concept of Emotional Intelligence? Yes / No
Please specify any of the option either 1. Strongly agrees, 2. Agree, 3. Not sure, 4. Disagree, 5. Strongly disagree 10. Emotional Intelligence helps in understanding one’s own emotion – Do you agree with the statement? 1 2 3 4 5
11. Do you agree “Emotional Intelligence helps us to regulate your unhealthy emotions for productive purpose”? 1 2
3 4
5
12. Emotional Intelligence helps us to understand others emotion thus increasing our empathy level – Do you agree with the statement? 1 2 3 4 5
13. Do you agree that Emotional Intelligence is being “being nice” with others? 1 2 3 4 5
14. Emotional Intelligence is understanding one’s emotion and giving free rein to feelings?
1
2 3 4 5
15. The essential components that shape Emotional Intelligence are
(a) Heredity (b) Environment (c) None (d) Both (e) Not sure
16. Which component plays an important role in EI?
(a) More of heredity and less of environment(b) More of environment and less of heredity(c) Both are equal
RELEVENCE AND IMPLEMENTATION: These questions will help to determine the relevance of Emotional Intelligence in job performance and implementation of same.
Please specify any of the option either 1. Strongly agrees, 2. Agree, 3. Not sure, 4. Disagree, 5. Strongly disagree
17. Emotional intelligence plays an important role in job performance? 1 2 3 4 5
18. Emotional Intelligence plays a vital role in today’s work environment? 1 2 3 4 5
19. “In modern society where life is mechanical and time is limited, emotional intelligence helps in better work performance “– Do you agree with the statement?
1 2 3 4 5
20. Do you agree that an individual with average intelligence quotient but high Emotional Quotient can perform job better? 1 2 3 4 5
21. Do you think Organization where employee’s Emotional Quotient is high will tend to grow / perform better than the others? 1 2 3 4 522. Do you think that Emotional Quotient helps an individual to cope up with crisis situation better?
1 2 3 4 5
23. Which cadre needs more of Emotional Intelligence?
(a) Top level management(b) Middle level management(c) Both level(d) All the level
24. If EI programme is implemented then, do you think it will create an impact on the Job performance?
(a) To a large extent(b) To a reasonable extent(c) Not at all(d) Too early to comment
25. If no, do you have plans of implementing?
(a)Yes (b) No (c) Not sure (d) No, reasons
ROLE OF EMOTIONAL INTELLIGENCE IN KEY PERFORMANCE AREA: These include a set of parameters identified as importance in work – related areas.
Please specify any of the option either 1. To a large extent, 2. To a reasonable extent, 3. To some extent, 4. Not at all and 5. Not sure
26. From time to time an individual needs to make decision in his personal and 1 2 3 4 5
professional life. Do you think that Emotional Intelligence plays a vital role in the decision making process?
27. Life is the process of relationship with people, object and events around us. An individual’s performance depends largely on relationship – Does Emotional Quotient level help in this process?
1 2 3 4 5
28. Does Emotional Intelligence help us to canalize our emotion for creative purpose? 1 2 3 4 5
29. Communication is an essential process of any activity – Do you think EI play a vital role in the communication process? 1 2 3 4 5
30. Do you think that Emotional Intelligence act as a motivational factor?1 2 3 4 5
31. Team work is an essential activity and a vital competency too – Does Emotional Quotient helps in team work? 1 2 3 4 5
32. Do you think Emotional Intelligence is one of the leadership skills? 1 2 3 4 5
33. Do you think Emotional Intelligence helps in problem solving process1 2 3 4 5
EMOTIONAL INTELLIGENCE TEST: It determines the level of your Emotional Intelligence.
34. You have been ignored for a promotion by the management for which you eligible. Moreover one of your juniors has been promoted. You are upset and feel frustrated. What do you do?
a) Talk it over with your boss and ask for reconsideration of the management’s decisionb) Start abusing the colleagues who superseded you.c) Move to court and obtain a stay order to get justiced) Identify the short comings and try to improve your performance.
35. A freshly recruited Candidates joins your organization as a trainee. After a few weeks, she complains to you that her superiors are not taking her seriously. What will you suggest to her?
a) Ask her to handle the situation herself and not bother you with trivial mattersb) Tell her that such behavior should be ignoredc) Ask her to be bold, face the challenges and overcome the problemd) Empathize with her and help her figure out the ways to get others to work with her.
36. At the work place, due to some misunderstanding your colleagues stop talking to you. You are convinced that if was no fault of yours. How will you react?
a) Wait till they come and start taking againb) Take the initiative, go forward and start talking to themc) Let things take their own time to improved) Ask some one to mediate
37. You get into an argument with your colleagues in the course of which you end up personally attacking him/her. However, you never intended to tarnish the image of your colleagues. How will tackle this situation.
a) Sit calmly and consider what triggered off the argument and was it possible to control your anger at that point of time
b) Avoid future arguments and leave the placec) Apologize to your colleaguesd) Continue with the argument till you reach some definite conclusion.
38. Imagine you are an insurance salesperson approaching prospective clients to purchase insurance policies. A dozen people in a row slam the door on your face. What will you do?
a) Blame yourself and stop work for the dayb) Reassess your capabilities as an insurance salespersonc) Come out with fresh strategies to overcome similar situation in the futured) Contact the clients again some other day.
39. While you speak to the audience, youa) Find it difficult to convey your ideasb) Find that only a part of the audience follows your speechc) Are comfortable in conveying your ideas to the audienced) Don’t know if the audience is following you are not.
40. You are on an aircraft and suddenly the pilot announces that it has been hijacked by the terrorists. Everyone is in a state of shock. What will be your reaction? a) Blame yourself for choosing an inauspicious day for traveling b) Be in emotional control and attend the instruction of the pilot/air hostess c) Continue to read your magazine and pay little attention to the incident d) Cry out and vow not to travel by air again.41. Imagine that you are a police officer posted in a sensitive area. You get information of violent ethnic clashes between two religious communities in which people have been killed from both sides and property damaged. What action will you take?
a) Decide not to visit the spot personally as there may be a danger to your lifeb) Relax this is not the first time riots have occurredc) Try to handle the situation by taking all desired remedies measures.d) Reach the spot and assuage the feelings of the victims.
42. You’re grown up son starts arguing with you every now and then, he tells you that you cannot impose your outdated attitudes and irrelevant values on him. How will you tackle him?
a) Accept his statement in helplessness and take a low profile position in the familyb) Send him to a psychologist to learn adjust with his environmentc) Manage your feelings and explain your point of view as patiently as possibled) Talk to him and understand his feelings, believes and attitudes
43. In an argument if you loose, you:a) Feel totally beatenb) Wait for the next opportunity to beat your opponentc) Wining and loosing are a part of the gamed) Analyze the reasons for the loss
44. You are a team leader in an organization: while taking training program, a trainee comments that you have not prepared the properly and you are just passing the time. How will you react?
a) Report to the manager of the organization about the behavior of that traineeb) Ask the trainee to leave the hallc) Ask him/her to meet you after the program in your chamber to explain what he/she wantsd) Listen to the needs of the program and promise to prepare properly in the future
45. As the CEO of the company. While talking with the union one of the union leader levels serious allegation of corruption and favoritism against you, how will you react?
a) Continue with the discussion and listen to their demands with cool headb) Suspend the union leader from the jobc) Cancel further negotiations and ask the union leader to apologize first
d) Leave the room after assigning the responsibility to your subordinate to continue with the meetings
46. You have an argument with your spouse on some tribal family matter and are not on speaking terms for sometimes. The situation is causing mental disturbance to both of you. What will you do?
a) Stick to your stand; after all you were never at faultb) Ask your spouse to mend ways if he/she want peace at homec) Try t break the ice by amazing the reasons for conflict and ease the situationd) Wait for your spouse to make the first move to restore normalcy
47. You are hail from a rural area and take job in a city. You find your colleagues taunting you as you are not smart and are unable to speak good English. How do you react?
a) Ignore themb) Shout back and tell them to mind their own businessc) Leave the job half way and go back to your villaged) Accept their challenge and prove that you can match them
48. When some one directly criticizes your behaviora) Tend to close up and stop listeningb) Carefully listen to their opinionsc) Tend to get upset about itd) Think of ways to change your behavior.