Chapter-I

(INTRODUCTION)

Introduction
Emotional Intelligence
Emotional intelligence (EQ) is, in simple terms, the intelligent use of emotions: making
your emotions work for you by using them to guide your thinking and behavior.
Applications of emotional intelligence in the workplace are endless. Conflict management,
tension between co-workers, satisfying a difficult customer, managers who bully, power
struggles, negotiations, competition, resistance to change and many other situations are
just

few

examples

of

how

EQ

shows

up

in

the

workplace.

Individuals with highly developed EQ have learned how to manage difficult situations in a
way that maintains personal health and respects others. The key word here is learned. It
is believed that EQ skills can be developed long into adulthood.
There are two basic aspects to understanding EQ.

Intrapersonal EQ how one develops and uses his/her own emotional intelligence.
This includes self awareness and managing ones emotions in the workplace.

Interpersonal EQ how one enhances his/her relationships with others; developing

more effective communications skills and interpersonal awareness.

Self Awareness is a fundamental building block of Emotional Intelligence.

Example - To be able to manage anger, one must be able to understand what

triggers it and how it impacts behavior. Only then can one learn to manage it
appropriately and maintain self-control.

Not recognizing your anger at a client or colleague, you might raise your tone
and/or make flip comments. What is the result? Probably seriously derailing the
relationship with the client or colleague possibly jeopardizing your job. This is
just a simple example. Certainly managing our emotions can also be complex.
High self-awareness enables us to monitor ourselves, to observe ourselves in
action. Self awareness helps us stay centered and it alerts us if we are moving in
an inappropriate direction

Benefits of Emotional quotient

High Emotional quotient can lead to:
-Increased productivity : Productivity of an employee increases if he or she has high
EQ.If an employee is using his emotions in a right way then he is able to achieve his
goals effectively and efficiently.
-Enhanced leadership skills: a person with high EQ has good leadership skills. He or
she is able to lead the group from the front.
-Improved responsiveness: EQ helps an individual to give and make responses
clearly.He or she is able to response to any situation positively.
-Greater creativity: A person with high EQ is creative in nature. If a person has high
emotional quotient, he wants to innovate new things.
-Create enthusiastic work environments: A person with high EQ makes an environment
enthusiastic in which he works by understanding emotions of others.
-Reduce stress levels; If a person uses his emotions properly and he is able to control
emotions well according to the situation, it helps him to reduce stress level.
-Resolve emotional issues: EQ helps an individual to control his emotions and resolve
emotional issues.
-Improve the well being of employees: EQ helps an employee to improve his well being.
If an employee works in an enthusiastic environment, it ultimately improves his skills
which increases his well being.
-Improve relationships: In an organization maintaining relationships with your
colleagues and subordinates is very important and EQ helps in this .An employee if uses
his emotions according to the situation then he is able to maintain good relationships.

EI includes 4 types of abilities:

1) Perceiving emotions --- the ability to detect and decipher in the faces, pictures, voices,
and cultural artifacts - including the ability to identify ones own emotions. Being
aware of both our mood and our thoughts. Self-awareness is the foundation for
managing emotions and to shake off a bad mood.
2) Using emotions the ability to harness emotions to facilitate various cognitive
activities, such as thinking and problem solving . The emotionally intelligent person
can capitalize fully upon his or her changing moods in order to best fit the task at
hand.
3) Understanding emotions the ability to comprehend emotion language and to
comprehend emotion language and to appreciate complicated relationships among
emotions. For ex., understanding emotions encompasses the ability to be sensitive to
slight variations between emotions, and the ability to recognize and describe how
emotions evolve over time.
4) Managing emotions the ability to regulate emotions in both ourselves and in others.
Therefore, the emotionally intelligent person can harness emotions, even negative and
manage them to achieve intended goal.

Categories of EQ
1.Self-Awareness:
This includes the ability to read one's own emotions and recognize their impact;
the ability to assess one's own strengths and weaknesses; and a sound selfconfidence in one's real capabilities.
2.Self-Management:
The ability to control one's emotions appropriately and to use emotional reactions
positively and effectively. Self-management includes self-motivation and a sense
of efficacy in life and work.
3.Social Awareness:
This is the ability to extend self-knowledge towards other people: empathy, or
understanding others emotional states and points of view; group dynamics, or
clarity about how organizations and communities work; and an orientation to
service, or making the situation better for others, not only the self.
4.Relationship Skills:
The fourth area is that of influencing individuals and groups through one's welldeveloped self and social awareness. Relationship skills allow the emotionally
intelligent person to manage conflict, help others develop in his knowledge and
skills, provide appropriate leadership, and facilitate teamwork and collaboration.

How to develop EQ?

The ability to quickly reduce stress: If we are able to reduce our stress ,it means
that we have developed Emotional Quotient. A person with high emotional
intelligence is able to reduce stress quickly.

The ability to recognize and manage your emotions: If we are able to recognize
and manage our emotions it means we are emotionally intelligent.

 The ability to connect with others using nonverbal communication: If we are able
to understand emotions of others ;that is if we are empathetic it means that we can
communicate with them properly.

The ability to use humor and play to deal with challenges: It is a good technique of
handling unfavorable situations by using emotions properly. People sometimes
uses humor to handle difficult and challenging situations.

The ability to resolve conflicts positively and with confidence: If a person is able
to resolve conflicts positively and with confidence, it means he is emotionally
intelligent and he is using his emotions properly.
Emotional quotient v/s Intelligence quotient
Intelligence Quotient refers to the analytical, mathematical and logical reasoning
capabilities of a person.
Emotional Quotient measures personal skills and power to use to emotions.
Emotional Quotient can be improved upon and learned, however , Intelligence
quotient is something you are born with, that is it is inborn.
Emotional Quotient is more relevant to success and happiness in life, Intelligence
quotient determines whether you have the innate abilities for it.
Intelligence Quotient decides your individual capacities and intelligence,
Emotional Quotient decides whether you are a team player or how well you will
respond to a crisis.

Characteristics of a high EQ person

A person with High EQ:

Expresses his feelings clearly and directly with three word sentences beginning
with "I feel..."

Does not disguise thoughts as feelings by the use of "I feel like...." and "I feel
that...." sentences.

Is not afraid to express her feelings.

Is not dominated by negative emotions such as: Fear, Worry, Guilt, Shame,
Embarrassment, Obligation, Disappointment, Hopelessness, Powerlessness,
Dependency, Victimization, Discouragement

Is able to read non-verbal communication.

Lets his feelings lead him to healthy choices and happiness.

Balances feelings with reason, logic, and reality.

Acts out of desire, not because of duty, guilt, force or obligation.

Is independent, self-reliant and morally autonomous.

Is intrinsically motivated.

Is not motivated by power, wealth, status, fame, or approval.

Is emotionally resilient.

Tends to feel optimistic, but is also realistic, and can feel pessimistic at times.

Does not internalize failure.

Is interested in other people's feelings.

Is comfortable talking about feelings.

Is not immobilized by fear or worry.

Is able to identify multiple concurrent feelings.

Characteristics of a low EQ person

A person with Low EQ:

Doesn't take responsibilities for his feelings; but blames you or others for them.

Can't put together three word sentences starting with "I feel..."

Can't tell you why she feels the way she does, or can't do it without blaming someone
else.

Attacks, blames, commands, criticizes, interrupts, invalidates, lectures, advises and

judges you and others.

Tries to analyze you, for example when you express your feelings.

Withholds information about or lies about his feelings. (Emotional dishonesty)

Exaggerates or minimizes her feelings.

Lets things build up, then they blow up, or react strongly to something relatively
minor.

Lacks integrity and a sense of conscience.

Acts out his feelings, rather than talking them out.

Is insensitive to your feelings.

Has no empathy, no compassion.

Is rigid, inflexible; needs rules and structure to feel secure.

Is not emotionally available; offers little chance of emotional intimacy.

Does not consider their own future feelings before acting.

Is insecure and defensive and finds it hard to admit mistakes, express remorse, or
apologize sincerely.

Avoids responsibility by saying things like: "What was I supposed to do? I had no
choice!

Holds many distorted and self-destructive beliefs which cause persistent negative
emotions

May be overly pessimistic; may invalidate others' joy.

Or may be overly optimistic, to the point of being unrealistic and invalidating of

others' legitimate fears.

Frequently feels inadequate, disappointed, resentful, bitter or victimized.

Locks himself into courses of action against common sense, or jumps ship at the first
sight of trouble.

Avoids connections with people and seeks substitute relationships with everything
from pets and plants to imaginary beings.

Can tell you the details of an event, and what they think about it, but can't tell you
how she feels about it.

Uses his intellect to judge and criticize others without realizing he is feeling superior,
judgmental, critical, and without awareness of how his actions impact others' feelings.

21 Strategies for promoting EI

1. Learn to trust your intuition
Do you know how sometimes you have a feeling about something or someone? Well, do
not rush to dismiss it, because it may help you to avoid a few costly mistakes.For a long
time intuition and rational thinking were considered two mutually exclusive concepts.
Only now have scientists started to realize that our intuitive emotions serve as an efficient
mechanism that improves our ability to make better, sounder decisions. So learn to trust
your intuition and start relying on it more often!
2. Quickly un-wind your mind
When we are under stress, we quickly lose the ability to accurately read a situation, hear
what someone else is saying, think rationally and communicate clearly. The first skill that
can greatly improve our emotional intelligence is to quickly and efficiently manage
stress when we are feeling overwhelmed.
3. Realize that you are not your emotions
A trap many people fall into is feeling that they ought to feel a certain way. Usually we
are brought up to believe that it is wrong to express and even feel certain emotions, as if it
somehow makes us a bad person. But in reality it is not the feeling that matters, but how
you choose to act on it.

10

4. Talk about your feelings

Letting our feelings show has always been associated with weakness. While we were
learning to smile politely and keep our thoughts and feelings to ourselves, we should have
been practicing to express those feelings. This is what people with high EQ do. They are
not afraid to expose their feelings, vulnerabilities and thoughts. And guess what? No one
perceives them as weak.
5. Practice learned optimism
Notice how you explain events to yourself, both good and bad. Do you take credit for your
achievements or do you dismiss them as pure luck? Do you take responsibility for your
missteps or does it seem more natural for you to shift the blame on something or someone
else?
6. Start with your ego
Ego plays a huge role in how we perceive and react to different situations. You can not
feel unappreciated, offended or hurt unless you let yourself feel that way. And the fact that
you are feeling that way almost always means that your ego has been rubbed the wrong
way. But you are not your ego. You are a spiritual human being and your natural state is
happiness, not anger, resentment, envy.
7. Acknowledge your emotions
Another way to improve emotional intelligence lies in developing understanding that
denying, ignoring or numbing our feelings will not make them go away. Acknowledging
our emotions, both good and bad, allows us to get in touch with our own motivations and
needs, and to communicate effectively with others.
8. Think about how you think
You may not always choose the situation or people you work with, but you CAN always
choose the way you frame it in your mind.

11

9. Choose your words carefully

The words we use carry emotional baggage with them and evoke certain associations in
your mind. One way of changing your thoughts and getting negative emotions under
control is to choose positively-charged words like solution, help, please,
appreciate, understand, together, great, Thank you. Words like this enhance
peoples desire to listen and cooperate, versus fight, insist and get negativity back.
10. Step into their shoes
Being able to see a situation or a point of view from another persons perspective is a skill
that most of us develop at the age of 5. Too bad that when we are overcome by negative
emotions we start acting like we are 4, by acknowledging only our thoughts, emotions and
arguments. I know that it is hard, but next time you are in the middle of a heated argument,
try to put yourself into the other persons shoes really understand where they are coming
from. You might discover that they have a valid point!
11. Think Law of Attraction
If you believe that What goes around comes around think of what may come back to
you every time you send negative emotions and thoughts into the Universe. The Universe
does not care if this moron has really upset you or this stupid idiot has cut in front of
you almost causing a car incident. Other peoples deeds are their karma. Take care of
yours!
12. Breathe anger out
Anger is a powerful emotion, but it has equally powerful side-effects. After it dies down
we are left feeling exhausted, drained and often foolish. A great way to keep anger at bay
is to put some distance between you and the object of your irritation. Take a few deep
breaths, imagining your breath shooting the anger and tension away and cool air calming
your mind and slowing your heart rate down. Do not tackle the problem that pushed you
off your balance until you will feel completely calm and composed.

12

13. Listen
Mahatma Gandhi used to say, Speak only if it improves upon the silence. I would add,
speak only if it objectively improves the conversation. Otherwise, listen!
14. Give yourself some love
If you do something well celebrate. If you fail learn the lesson and improve. There is
no sense in dragging yourself down for every little mistake. Judging and criticizing
yourself will not make you a better person. Self-awareness, understanding and compassion
will.
15. Give positive feedback to others
Train your mind to see actions that are worth complimenting on, rather than focusing on
cherry-picking little things that can be criticized or improved. When you learn to
compliment with ease and refrain from judging, your EQ will sky-rocket and your
relationships will flourish. Guaranteed!
16. Choose your arguments carefully
Arguments take time and energy, especially if you want to resolve them in a positive way.
Before getting yourself into one, consider what is worth arguing about and what is best left
alone.
17. Forgive
People with high EQ have less emotional baggage, while people with low EQ tend to
have more unresolved personal issues which often act as triggers for conflicts and
emotional strain. The best way of dealing with these issues is to forgive those who have
wronged you in the past. Not so much for their sake, but for your own.

13

18. Know your hot buttons

Pay attention to the times when you let other people push your buttons. What are they?
What are the specific conditions where you are likely to let your guard down? Try to avoid
putting yourself in these situations where you arent able to choose a graceful response.
19. Look out for the sarcasm alert
Sarcasm is usually an indication that someone is being defensive. When you hear sarcasm
or are the one using it, ask yourself why? What is the underlying emotion behind it? Why
are you or the other person being defensive?
20. Pay attention to peoples non-verbal communication cues
Often the key to successful relationships at work and harmony in your family lies in your
ability to understand non-verbal cues that are communicated through gestures, body
language of the eyes and slightest micro-expressions.
21. Practice empathy
You have the power not only to improve your emotional intelligence, but to become a
good influence on others, improving their creativity and intellectual performance. Robert
Rosenthal, a Harvard expert on empathy, has demonstrated that when people
administering IQ tests treated their subjects warmly, the test scores were higher.

14

Chapter-II
(LITERATURE REVIEW)

15

Cary Cherniss (1999) The Objective of the study was How emotional intelligence
contributes to the bottom line in any work organization. It was prepared from a variety of
source. It has listed various findings related to emotional intelligence in 19 points. In the
research paper various organizations has listed such as

US Air Force, Experienced

Partners in Multinational consulting, top level executives of global companies, LOreal,

National insurance company, Beverage firms, Financial advisors at American Express. In
the findings, it was focused on how emotional intelligence have contributed positively in
the organizations used in the paper such as Us Air Force found that by using emotional
intelligence to select recruiters, they increased their ability to predict successful recruiters
by nearly three-fold and in National Insurance company found that the sales agent weak in
emotional intelligence sold less policies as compared to the sales agent with very strong
emotional intelligence.
Benjamin R. Palmer, et.al (2007) This was an article on emotional intelligence which has
provided different approaches to the conceptualization and measurement of EI. The
objective of the work was to examine the dimensional communality amongst measures of
EI and on that basis an attempt made to provide a common definition and taxonomy for
the construct.
Various models were used in this which was categorized in three: Ability models,Trait
models,Competency models. A five factor (Emotional self awareness and expression,
emotional awareness of others, emotional reasoning, emotional self management, and
emotional management of others) taxonomic model for EI was theoretically derived from
a systematic comparison of the variables assessed by different models and measures of EI.
Although this model was not found to provide a statistically acceptable fit with the present
data according data according to the standard model fit criteria, it was found to be the best
fitting model in comparison to a number of the others assessed. In this, the taxonomy did
not provide a statistically significant data for various reasons such as reliability of
subscales measuring the use of emotions in thought, considerable amount of specific and

16

error variance. On the basis of their findings EI was defined as the skill with which one
perceives, expresses, reasons with and manages their own and others emotions. They
have also stressed upon the cross cultural differences in emotions such as Americans have
been found to express their disgust and sadness more freely to intimate friends and family
than Japanese, also the research has shown that the intensity of emotional expressions
differ across cultures.
Palmer,et.al. (2007) EI is an important attribute at work as emotions are inherent part of
workplace activities at all levels, from dealing with a disgruntled customer to enhancing
an organizational culture. He categorized various variables like emotional abilities and
competencies, to so-called non-cognitive capabilities and skills under the banner of EI.
Furthermore different assessment criterias, models and approaches have been developed.
The three main approaches for measuring EI: Performance Based Measures of EI, SelfReport Trait Measures of EI and Behavioral Measures of EI. Performance based measures
of EI may measure the extent to which ones emotional ability or knowledge underlies or
predicts social functioning. In contrast, a self-report trait measure of EI may measure the
extent to which ones emotional self-efficacy underlies or predicts social functioning. He
then provided the practical practice of EI and its approaches in the Recruitment and
Selection process and how EI can lead to development in the organization. These help in
measuring workplace specific emotionally intelligent behaviors and interpret the results in
the context of workplace performance. Overall this article provides a stimulus for research
and a guide for practitioners on how to choose an approach to the assessment and
application of EI in the workplace.
Benjamin R Palmer,et.al (2009) In this they made the study by describing rational for
designing an emotional intelligence (EI) inventory for workplace applications. The Genos
Emotional Intelligence Inventory: A measure designed specifically for workplace
applications. Their work in the area of emotional intelligence has been focused on two
main objectives.
Firstly, to conceptualize a common definition and taxonomic model of EI and secondly, to
construct an inventory specifically for use in workplace applications in particular

17

employee learning and development (L&D). New York: Springer. The impetus for their
first objective came from the plethora of different models and measures of EI available
and the confusion this has brought the area regarding the nature and boundaries of the
construct (Pfeiffer, 2001). The impetus for their second objective came from a series of
focus groups they conducted during 2003 and 2004 with HR professionals and business
leaders involved in employee development. In these focus groups they asked participants
to define an Ideal EI inventory for the purpose of employee development. The analysis
reveals that the ability measures designed to assess individual differences in emotional
abilities. Self-and-Rate report mixed measures designed to assess an array of emotional
and social individual difference constructs such as emotionally based competencies,
personality traits and motivational attributes (e.g., Bar-On, 1997). Self-report trait
measures designed to assess emotion-laden traits and dispositions (e.g., Petrides &
Furnham, 2001). Self-and-Rate report competency measures (e.g., Sala, 2002) designed to
measure individual differences in learned cap.
Dr.Ghanshyam,A.G (2010) The aptitudes you need to succeed start with intellectual
horsepower- but people need emotional competence, too, to get the full potential of their
talents and reason is emotional incompetence. Communication is important link in society
that connects everyone. Communication depends on social interaction and soft skills as
much as it depends on language use. Communication is not a barren field but highly
charged with emotions and feelings. The incorporation of EI in ELT takes into
consideration the very basic essentials for language learning and enhances social skills,
enthusiasm, expression and bonding. Effective communication skills aided by EI helps the
person to bond better and stronger in his/her relationships, both personal as well as
professional. EI is an important field of study that is not only helpful for the language
students but also for the language teacher him/herself. Emotional intelligence or quotient
(EI/EQ) is an important feature of communication. Communication is the bridge that
connects us to our fellow beings, to society; as such it is the basis of social interaction. If
language is the key to communication then EI is the key to language and social interaction.
EI being positioned at such a significant point in ELT, it is necessary that the teacher trains
the students to distinguish, recognize and label feelings; learn to be responsible,

18

empathetic, positive, respectful and grateful; and understand the way in which he/she is to
express through language their feelings for and in a particular context.
Kaura Puja (2011) The Objectives of the study was to study the relationship between
emotional intelligence and high service quality in banking sector and to construct
regression equation in order to predict the EI of employees. In this research paper the
method constitute of Expo facto design was used because there was no manipulation of
independent variable rather the variable was manipulated by nature and universe of the
study was employees of the bank. The acceptance /rejection of the hypothesis were tested
through the use of Regression analysis and correlation. The analysis revealed that there
was a strong relationship between EI and the quality of service though it is found to be
weak in case of public sector banks as compared to the private banks also there are factors
which were affecting EI levels of both public and private bank sectors and are related to
dimensions of the service quality such as courtesy, responsiveness, reliability, assurance
and customer satisfaction, these variables

are intrapersonal, interpersonal , stress

management , adaptability and general temperament. Therefore in this research paper it

was recommended that public sector bank should change their HRD policies and
institutionalize the concept of quality emotional intelligence PRISM to improve their
quality of service which will further increase their profits and customer satisfaction.
Dr.Malik Ehsaan Muhammad,et.al. (2011) Emotional quotient is considered as a
significant factor for the effectiveness of the organization and their employees.
Organizations spill huge amounts every year on employees satisfaction, motivation and
training procedures but few organizations focus on leaders emotional quotient and
involve their management in emotional intelligence activities. This study provides some
course of action to managers to understand how to enhance organizational effectiveness by
improving leaders adaptability, Social skills, Social awareness, Self management and Self
awareness as leaders emotional quotient. The research findings signify the importance to
consist of the management of both flaxen procedures and reasonable outcomes. These
findings help the managers to realize how flaxen judgments have valuable workforce in
the course of improving leaders emotional quotient and organizational effectiveness.

19

Their study is an endeavor to analyze the impact of leaders emotional quotient on

organizational effectiveness.
K. Purushothaman,et.al. (2012) Stress is said to be the biggest killer disease in todays
mechanical and competitive world. This is clearly seen in the blank faces of sub staffs,
the lack of enthusiasm by front line workers, and in the remarkably insensitive ways
managers and employees treat each other. This is clearly seen in the blank faces of sub
staffs, the lack of enthusiasm by front line workers, and in the remarkably insensitive
ways managers and employees treat each other. It is therefore, an essential task for
management to deal effectively and prevent this disaster. The EI competencies play a role
to create the abilities in an individual to better handle the stress in the workplace. The EI
competencies generate the skill in individual to choose various courses of action to deal
with stress without collapsing, to develop a positive attitude to solve a problem, and feel
that one is in control of the situation. With EI competencies the individual employees are
able to the properly handle the negative feelings in a way so as to express it positively,
allowing people to interact and work together without friction in order to meet their
targets. The employees having EI competencies manage their negative emotions in the
workplace better and report fewer psychological problems with high levels of job
satisfaction and organizational commitment. The study also provides future scope of
effectiveness of EI training programs and could provide solutions to manage their stress
level of the employees under different categories. There is a need to develop EI
competencies in individuals as a preventive measure for improving workplace
performance and practices.

20

Chapter-III
(OBJECTIVES &
RESEARCH
METHEDOLOGY)

21

Research Methodology
Research is defined as human activity based on intellectual application in the
investigation of matter. The primary purpose for applied research is discovering,
interpreting, and the development of methods and systems for the advancement of human
knowledge on a wide variety of scientific matters of our world and the universe.
The term research is also used to describe an entire collection of information about a
particular subject.
Methodology is the method followed while conducting the study on a particular project.
Through this methodology a systematic study is conducted on the basis of which the basis
of a report is produced.
It is a written game plan for conducting Research. Research methodology has many
dimensions. It includes not only the research methods but also considers the logic behind
the methods used in the context of the study and explains why only a particular method or
technique has been used. It also helps to understand the assumptions underlying various
techniques and by which they can decide that certain techniques will be applicable to
certain problems and other will not. Therefore in order to solve a research problem, it is
necessary to design a research methodology for the problem as the some may differ from
problem to problem. The methodology adopted for studying the objectives was surveying
the adoptation of financial transaction modes by NCR customers.

Nature

22

The methodology adopted to achieve the project objective involved descriptive research
method. The information required for fulfilling the objective of study was collected from
various primary and secondary sources.

Objectives of the study

To find and compare the level of emotional intelligence among public sector and
private sector banks.
To know about the factors affecting emotional intelligence among the employees
of public sector and private sector banks.
To study the relationship between Emotional Intelligence and service quality in
banking sector.
To know how emotional intelligence is used among employees of the public sector
and private sector banks.

Type of research
This study is DESCRIPTIVE in nature. It helps in breaking vague problem into smaller
and precise problem and emphasizes on discovering of new ideas and insights. It includes
fact finding inquiries of different kinds. The major purpose of descriptive research is
description of the state of the affairs, as it exists at present.

Research design
Research design constitutes the blue print for the collection, measurement and analysis of
data. The present study seeks to compare the level of emotional intelligence among bank
employees. The research design is descriptive in nature. The research has been conducted
on employees of banks in NCR and for the selection of the sample, convenient sampling
method was adopted.

23

Research instrument
The instrument used for gathering data was questionnaire. To supplement the primary data
and to facilitate the process of drawing inference, secondary data was collected from
published sources like magazines, journals and research papers etc.
Data collection
Keeping in view the nature of requirements of the study and to collect all the relevant
information regarding the extent of awareness of employees using emotional intelligence
in their daily routine, structured questionnaire was adopted for the collection of primary
data. Secondary data has been collected through the various internet sites by surfing on
Internet and journals.

Sources of data: Following are the methods of sources of data:

Secondary data:
Journals, magazines and research papers.
Through internet.
Primary data:
Questionnaire was used to collect primary data from respondents. The questionnaire was
structured type and contained questions relating to

emotional intelligence among

employees of banks in NCR, factors affecting emotional intelligence, impact of

intelligence quotient on emotional quotient. The questions included in the questionnaire
were dichotomous and offering multiple choices.
Sample design and size
In this research project Descriptive research design is used. Convenience sampling method
will be used to get the information about emotional intelligence. For conducting this
research, a structured questionnaire is prepared and sample of 100 customers is taken from
NCR banks.

24

Sampling size
It indicates the numbers of people to be surveyed. Though large samples give more
reliable results than small samples but due to constraint of time and money, the sample
size was restricted to 100 respondents. The respondents belong to different age groups and
designations in banks.
Sampling unit
It defines the target population that will be sampled i.e. it answers who is to be surveyed.
In this study, the sampling unit is the employees of NCR banks
TOOLS AND TECHNIQUES OF ANALYSIS:
The data so collected is analyzed through the application of statistical techniques, such as
bar graphs and pie charts. Data is formulated on MS Excel by using percentage method.

25

Chapter-IV
(FINDINGS AND
ANALYSIS OF DATA)

26

Quantitative Analysis
1. Awareness of Employees about EI.
Basis
Yes
No

Public banks
50
0

27

Private banks
50
0

All the employees surveyed are aware about emotional intelligence in both public sector
as well as private sector banks.

2. No. of customers Handle daily.

Basis
0-20
20-40
40-60
60 & above

Public banks
8
15
17
10

28

Private banks
10
15
15
10

In public sector banks the quantity of customers handle by employees are in between 40
and 60 and in private sector banks the quantity of customers handle by employees are in
between 20 and 60.

3. Customer you mostly deal with.

Basis
Serviceman
Businessman
Students
Household
Others

Public banks
22
17
2
4
5

29

Private banks
27
12
3
3
5

In public sector banks, employees mostly deal with serviceman and businessman and in
private sector banks also employees mostly deal with serviceman and businessman.

4. Emotional reactions while dealing with customers

Basis
Frustration
Anger
Excitement
Annoying
Relaxed

Public Sector
9
0
0
0
41

30

Private Sector
20
0
0
0
30

In public sector banks the emotional reaction of employees while dealing with lots of
customers are relaxed up to 82% and other 18% says that they got frustrated.
And in private sector banks the emotional reaction of employees while dealing with lots of
customers are relaxed up to 60% and other 40% says that they got frustrated.

5. Implementation of EI.
Basis
Strongly agree
Agree
Indifferent
Disagree
Strongly Disagree

Public banks
35
13
2
0
0

31

Private banks
25
10
15
0
0

In public sector banks 96% employees are able to implement the emotional intelligence in
their daily dealing while 4% are not.
In private sector banks 70% employees are able to implement the emotional intelligence in
their daily dealing while only 30% employees are not.

6. Thinking of employees that EI increase inner morale.

Basis
Strongly agree
Agree
Indifferent
Disagree
Strongly Disagree

Public banks
39
8
0
3
0

32

Private banks
50
0
0
0
0

In public sector banks 94% employees thinks that emotional intelligence is able to
increase their inner morale.
On the other side in private sector banks 100% employees thinks that emotional
intelligence is able to increase their inner morale.

7. Comfortability of employees while dealing with customers.

Basis
Strongly agree
Agree
Indifferent
Disagree
Strongly Disagree

Public banks
33
14
3
0
0

33

Private banks
45
0
5
0
0

In public sector banks 94% employees says that they are comfortable in dealing with
customers while other 6% says they are flexible sometimes.
And in private sector banks 90% employees are comfortable in dealing with customers
while other 10% are flexible sometimes.

8. Outcome of Emotional reaction is positive while working in a group

with colleagues.
Basis
Strongly agree
Agree
Indifferent
Disagree
Strongly Disagree

Public banks
41
7
2
0
0

34

Private banks
45
0
5
0
0

In public sector banks, 96% of employees say that the outcome of emotional reaction is
positive while working in a group . On the other hand, in private sector banks 90% of
employees say that the outcome of emotional reaction is positive while working in a
group.

8. Variations in emotions across cultures.

Basis
Strongly agree
Agree
Indifferent
Disagree
Strongly Disagree

Public Sector
30
10
7
3
0

35

Private Sector
30
0
0
20
0

In public sector banks, 80% of employees think that emotions vary across culture and in
private sector banks 60% of employees think that emotions vary across culture.

10. When clashes in group, how will employees handle the situation.
Basis
Assist the group
Stay idle
No comments

Public Sector
24
7
19

36

Private Sector
22
6
22

In case of any clashes of ideas in group almost 48% employees assist the group, while
14% stays idle and other 38% employees are not ready to give comment about this in
public sector banks. On the other hand, in private sector banks 44% employees assist the
group, while 12% stays idle and other 44% employees are not ready to give comment
about this.

11. Emotions and moods matter in explaining individual behavior.

Basis
Strongly agree
Agree
Indifferent
Disagree
Strongly Disagree

Public banks
37
8
2
3
0

37

Private banks
45
0
0
5
0

It can be said that emotions and moods matter in explaining the individual behavior with a
result of 90% in both public and private sector banks.

12. Impact of IQ on EI.

Basis
Strongly agree
Agree
Indifferent
Disagree
Strongly Disagree

Public banks
37
8
5
0
0

38

Private banks
45
0
5
0
0

In public sector banks almost 90% people says that there is an impact of intelligence
quotient (IQ) on emotional intelligence (EI). Other 10% people cant say anything about it
and in private sector banks almost 90% people think that there is an impact of IQ on EI.
Other 10% says that there is no impact.

13. Impact of EI on service quality.

Basis
Positive
Negative
Neutral

Public Sector
25
21
4

39

Private Sector
22
19
9

The impact of emotional intelligence on the service quality of employees is positive in

case of both public and private sector banks.

Findings
1. All the employees surveyed are aware about emotional intelligence in both sector
banks, public sector as well as private sector banks.

40

2. In public sector banks the quantity of customers handle by employees are in

between 40 to 60, and the customers are of all types (serviceman, businessman,
students, households, etc).
And in private sector banks quantity of customers handle by employees are in
between 20 to 60.
3. On an average basis almost 75% of customers are actually avail services by
employees in public sector banks.
And in private sector banks almost 70% of customers are actually avail services by
employees on an average basis.
4. In public sector banks 96% employees are able to implement the emotional
intelligence in their daily dealing while 4% are not.
In private sector banks 70% employees are able to implement the emotional
intelligence in their daily dealing while only 30% employees are not.
5. In public sector banks 94% employees thinks that emotional intelligence is able to
increase their inner morale.
On the other side in private sector banks 100% employees thinks that emotional
intelligence is able to increase their inner morale.
6. In public sector banks the emotional reaction of employees while dealing with lots
of customers are relaxed up to 82% and other 18% says that they got frustrated.
And in private sector banks the emotional reaction of employees while dealing
with lots of customers are relaxed up to 60% and other 40% says that they got
frustrated.
7. In public sector banks 94% employees says that they are comfortable in dealing
with customers while other 6% says they are flexible sometimes.
And in private sector banks 90% employees are comfortable in dealing with
customers while other 10% are flexible sometimes.
8. In public sector banks 96% of employees says that the outcome of emotional
reaction is positive while working in a group.
In private sector banks 90% of employees says that the outcome of emotional
reaction is positive while working in a group.

41

9. In public sector banks, 80% of employees think that emotions vary across culture
and in private sector banks 60% of employees think that emotions vary across
culture.
10. In case of any clashes of ideas in group almost 48% employees assist the group,
while 14% stays idle and other 38% employees are not ready to give comment
about this in public sector banks.On the other hand, in private sector banks 44%
employees assist the group,while 12% stays idle and other 44% employees are not
ready to give comment about this.
11. It can be said that emotions and moods matter in explaining the individual
behavior with a result of 90% in both public and private sector banks.
12. In public sector banks almost 90% people says that there is an impact of
intelligence quotient (IQ) on emotional intelligence (EI). Other 10% people cant
say anything about it and in private sector banks almost 90% people think that
there is an impact of IQ on EI. Other 10% says that there is no impact.
13. The impact of emotional intelligence on the service quality of employees is
positive in case of both public and private sector banks.

42

Chapter-V
(CONCLUSIONS,
IMPLICATIONS
& RECOMMENDATIONS)

43

Conclusions
The study looks into the different problems faced by employees due to high stress and
various emotions like frustration, anger, annoyed etc at work place and tries to find out a
way to increase their EI which in turn supports the employees to reduce and manage their
stress. The result shows that the EI competencies have positive and strong impact on
reducing stress and various emotional reactions. The study shows that employees are
having capacity to use emotions and Emotional Intelligence to assist reasoning. The study
also provides future scope of effectiveness of EI training programs and could provide
solutions to manage emotional level of the employees under different categories which
could improve not only the individuals performance but also the overall organizational
performance. EI is an important attribute at work as emotions are inherent part of
workplace activities at all levels from dealing with a customer to enhance an
organizational culture. There is the strong relationship between the EI and quality of
service though it is found to be weak in case of private sector banks as compared to the
public sector banks.

44

Suggestions and Recommendations

Some suggestions and recommendations regarding the project are:
1. Awareness of EI should be made in private sector banks as it is followed there in
diminishing graph. Awareness campaigns and training should be made in nearby areas, so
that people got positive attitude towards adoption of EI.
2. Large no. of people give frustrated emotional reaction while dealing with customers, so
there must be congenial atmosphere in the banks.
4. Attitude of employees varies because of cultural differences, so short period training
must be provided to them and it results in easiness with employees while dealing with
different culture people.
3. Some holiday packages, rewards, financial and non financial incentives must be given
to them as a resultant in motivating them for work.
5. El measurement can be expanded to a wider range of age groups to better understand its
developmental course.

45

Limitations
During the working of the project, I faced some problems which have led to the limitation
of the work.
1. The main problem faced at the time of the study was the shortage of time.
2. Some of the respondents were hesitant to give information.
3. It was not possible to cover every branch of bank.
4. Busy schedule of concerned manager due to closure of the financial year. They
were reluctant to give appointment.
5. Some of the respondents give uniform answer which others gave.

46

Chapter VI
(BIBLIOGRAPHY,
REFERENCES
&ANNEXURE)

47

Bibliography
http://www.scribd.com/doc/53764783/Impact-of-Emotional-Intelligence-on-EmployeesPerformance
http://www.differencebetween.net/science/difference-between-iq-and-eq/#ixzz1iglfXRtC
http://www.eiconsortium.org/reports/business_case_for_ei.html
http://www.skirec.com/images/download/apjrbm/APJRBM-VOL2-ISSUE-1-JAN2011/2.12%20puja%20kura%20enormity%20of%20emotional%20intelligence%20in
%20indian%20banking%20sector.pdf
http://www.eltweekly.com/elt-newsletter/2010/10/72-research-paper-emotionalintelligence-the-key-to-language-learning-and-social-interaction-by-dr-g-a-ghanshyam/
http://www.genosinternational.com/emotional-intelligence/research-papers
http://www.google.com/
http://www.yahoo.com/

48

References
Cherniss Cary, Consortium for Research on Emotional Intelligence in Organizations,
The Business Case for Emotional Intelligence, (1999).
Dr.Ghanshyam, A.G Emotional Intelligence: The Key To Language Learning And Social
Interaction, (2010).
Dr Malik Ehsaan Muhammad, Danish Quaiser Rizwan, and Munir Yasin, The Impact of
Leaders Emotional Quotient on organizational effectiveness: Evidence from Industrial
and banking sectors of Pakistan. International Journal of Business and Social Science,
Vol. 2 No. 18; October 2011.
Dr.Palmer, R.Benjamin, Models and Measures of Emotional Intelligence. Organisations
& people, MAY 2007, VOL 14. NO 2.
Kaura Puja, Enormity of emotional intelligence in Indian banking sector, Volume 2,
Issue 1 (JANUARY 2011).
Palmer,R.Benjamin,Gignac Gilles, Ekermans Gina, Stough Con, A comprehensive
framework for emotional intelligence. 2007 Nova Science Publishers, Inc.
Palmer, R.Benjamin, Stough Con, Harmer Richard, Gignac Gilles, Advances in the
measurement of emotional intelligence.

Purushothaman.K,Viswanathan.M,Naveenthakuma.V,

An analytical study on Stress and

Emotional Intelligence among employees of banking sector in Bangalore City. European

Journal of Social Sciences Volume 29, Number 3(2012).

49

Annexure
Emotional Intelligence
Questionnaire for Employees

Name: __________________
Designation: _____________
Age: ___________________
Experience in the organization: ____________
Name of the Bank: _____________________
1. Are you aware about Emotional Intelligence?
(a.) Yes
(b.) No

(
(

)
)

2. On an average basis, how many customers you handle daily?

(a.) 0-20
(b.) 20-40
(c.) 40-60
(d.) 60 & above

(
(
(
(

)
)
)
)

3. Which type of customer, you mostly deal with?

(a.) Serviceman
(b.) Businessman
(c.) Students
(d.) Household
(e.) Others

(
(
(

)
)
)
(

4. Are you empathetic?

(a) Yes
(b) No

( )
( )

50

5. Out of the customers you deal, how much percentage of that customers actually avail
your services?
_____________________

6. What emotional reaction do you face while dealing with customers?

(a.) Frustration
(b.) Anger
(c.) Excitement
(d.) Annoying
(e.) Relaxed

(
(
(
(
(

)
)
)
)

7. Are you able to implement Emotional Intelligence in your daily dealing?

(a.) Strongly agree
(b.)Agree
(c) Neither agree nor disagree
(d)Disagree
(e)Strongly disagree

( )
( )
( )
( )
( )

8. Emotional Intelligence increases your inner morale?

(a.) Strongly agree
(b.)Agree
(c) Neither agree nor disagree
(d)Disagree
(e)Strongly disagree

( )
( )
( )
( )
( )

9. Feel comfortable while dealing with customers?

(a.) Strongly agree
(b.)Agree
(c) Neither agree nor disagree
(d)Disagree
(e)Strongly disagree

( )
( )
( )
( )
( )

10.Factors affecting emotional intelligence.

(a) personal/family factors
(b) customer behaviour

(
(

)
)

51

(c) service quality

(d) performance of job

(
(

)
)

11.Outcome of emotional reaction is positive while working in a group with your

colleagues?
(a.) Strongly agree
( )
(b.)Agree
( )
(c) Neither agree nor disagree ( )
(d)Disagree
( )
(e)Strongly disagree
( )
12.Peoples emotions vary across cultures
(a.) Strongly agree
( )
(b.)Agree
( )
(c) Neither agree nor disagree ( )
(d)Disagree
( )
(e)Strongly disagree
( )
13. In case of any clashes of ideas in a group, how will you handle the situation with
Emotional Intelligence?
(a.) Assist the group (
(b.) Stay idle
(
(c.) No Comments
(

)
)
)

14. Emotions and moods matter in explaining individual behavior

(a.) Strongly agree
( )
(b.)Agree
( )
(c) Neither agree nor disagree ( )
(d)Disagree
( )
(e)Strongly disagree
( )
15. Is there any impact of IQ (Intelligence Quotient) on EI (Emotional Intelligence)?
(a.) Strongly agree
( )
(b.)Agree
( )
(c) Neither agree nor disagree ( )

52

(d)Disagree
(e)Strongly disagree

( )
( )

16. Impact of Emotional Intelligence on your service quality?

(a.) Positive ( )
(b.) Negative ( )
(c.) Neutral ( )
17.Do you think emotional intelligence helps you to enhance your service quality?
(a.) Yes
(b.) No

( )
( )

18. Relationship between emotional intelligence and service quality depends upon
dependability,knowledge and expectations.
(a) Strongly agree
( )
(b.)Agree
( )
(c) Neither agree nor disagree ( )
(d)Disagree
( )
(e)Strongly disagree
( )
19. How will you handle your Emotional Intelligence level when your colleagues
emotionally pressurize you?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
20. Do you have some suggestions regarding emotional intelligence?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

53