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

A STUDY ON EMOTIONAL INTELLIGENCE AND SELF MANAGEMENT
AMONG THE BPO EMPLOYEES WITH SPECIAL REFERENCE TO

VAGUS TECHNOLOGIES
SUBMITTED BY
Naveena V
(Reg. No. 81910601034)
Department of Management Studies

Saranathan College of Engineering
Tiruchirapalli-620012
A PROJECT WORK
Submitted to the
FACULTY OF MANAGEMENT STUDIES

In partial fulfilment of the requirement for the award of the degree
Of
MASTER OF BUSINESS ADMINISTRATION
JUNE 2012
DECLARATION
I hereby declare that the work entitled A STUDY ON EMOTIONAL INTELLIGENCE
AND SELF MANAGEMENT AMONG THE BPO EMPLOYEES WITH SPECIAL
REFERENCE TO VAGUS TECHNOLOGIES is submitted in partial fulfilment of the
requirement for the award of MBA degree, Anna University, Chennai, is a record of my own
work carried out by me during the academic year 2010-2012 under the supervision and
guidance of Associate Prof Dr, N.ANITHA, Department of Management Studies,
Saranathan College of Engineering. The extent and source of information are derived from
the existing literature and have been indicated through dissertation at the appropriate places.
The matter embodied in this work is original and has not been submitted for the award of any
other degree or diploma, either in this or any other university.
(Signature of the candidate)

Naveena V
Reg. No. 81910601034
I certify that the declaration made above by the candidate is true.
Signature of the Guide

With Name and Designation
BONAFIDE CERTIFICATE
Certified that this project report titled A STUDY ON EMOTIONAL INTELLIGENCE
AND SELF MANAGEMENT AMONG THE BPO EMPLOYEES WITH SPECIAL
REFERENCE TO VAGUS TECHNOLOGIES. Is the bonafide work of Mr. /Ms.
Naveena V who carried out the research under my supervision. Certified further, that to the
best of my knowledge the work reported herein does not form part of any other project report
or dissertation on the basis of which a degree or award was conferred on an earlier occasion
on this or any other candidate.
Date:
Place:
Forwarded by,
Signature of Head of the Department.
Signature of the Guide.
ACKNOWLEGEMENT
First and foremost I express my sincere gratitude to our management
SARANATHAN COLLEGE OF ENGINEERING for having provided excellent and
appreciable infrastructure.
I extend my gratitude to Mr. Jayabaskeran N, HR Manager, Vagus technologies
Pvt Ltd, for providing me the opportunity to pursue a project work in their esteemed
organization under his guidance.
I wish to express my immense gratitude and thanks to my beloved Principal,
Dr.V.Gopalakrishnan, Saranathan College of Engineering, Trichy.
My humble thanks toDr.Y.Venkatramani, Acadamic Director, Saranathan College
of Engineering, Trichy.
I express my sincere thanks to our Director Dr.S.V Devenathan, Director,
Department of management studies, Saranathan College of Engineering Trichy for his
kind suggestion and guidance throughout the course of study.
I wish to express my profound and heart full thanks to Ms. Dr. N. Anitha, Associate
Prof., Department of Management Studies, for her unstinted support, encouragement,
unbelievable sense of commitment in guiding me not only as a faculty, but more as an
internal guide with lot of affection to bring out my project work with a grand success.
And finally I wish to acknowledge with gratefulness the help I received directed and
indirectly from all staff members of the Department of management studies.
My special thanks to my mother, dad, and friends who always keep me motivated and
happy and support me completely in all my endeavours.
(Naveena V)
CONTENT
Chapter No
I
Title
Page No
Introduction
Company Profile
II
Review of Literature
14
III
Research Methodology
18
IV
Data Analysis and Interpretation
23
Findings and Suggestions
83
Conclusion
88
Appendix
xi
Bibliography
LIST OF TABLE
xviii
Table No
Description
Page No
1.
Reliability Table (Cronbachs Alpha)
22
2.
3.
Classification of respondent on the basis of gender

Classification of respondent on the basis of age
23
24
4.
Classification of respondent on the basis of experience
25
5.
Classification of respondent on the basis aware of emotional

intelligence and self management
Classification of respondent on the basis balancing your
emotions in the work place
26
Classification of respondent on the basis Recognize your

own feeling inside workplace
Classification of respondent on the basis Recognize
colleagues feeling in workplace
28
Classification of respondent on the basis I know the factors

motives me to perform your work in the organization with
fulfillment
Classification of respondent on the basis Do you have
ability to regulate your emotions and behavior in the work
place?
Classification of respondent on the basis the ability to
influence the decision that affects your performance inside
the workplace
30
Classification of respondent on the basis EI and SM is the

tool used to maintain the relationships between peers
Classification of respondent on the basis how often are you
avoid taking your personal problems to work
33
14.
Classification of respondent on the basis Negative feelings

help you to address the things need to change in your life
35
15.
Classification of respondent on the basis Will you listen to

your colleague's problem?
36
16.
Classification of respondent on the basis the employees

who aware of their negative feelings are better leader of
their work
Classification of respondent on the basis Mention your
opinion about impact of emotional intelligence in the
following a) leadership
37
6.
7.
8.
9.
10.
11.
12.
13.
17.
27
29
31
32
34
38
18.
Classification of respondent on the basis b) Performance

management
Classification of respondent on the basis c) Overcoming
occupational stress
Classification of respondent on the basis d) Able to
complete the work on time
Classification of respondent on the basis e) Maintain
relationship with others
Classification of respondent on the basis f) Job satisfaction
39

opinion about results of EI and SM a) Productivity gains
Classification of respondent on the basis b) Innovation
44
Classification of respondent on the basis c)

Accomplishments of individuals goal
Classification of respondent on the basis d)
accomplishments of teams
Classification of respondent on the basis Mention your level
of satisfaction about components of emotional intelligence
e)self awareness
Classification of respondent on the basis b)self regulations
46
50
30
Classification of respondent on the basis c) Interpersonal

skills
Classification of respondent on the basis d) adaptability
31
Classification of respondent on the basis e) Stress tolerance
52
32
Classification of respondent on the basis f) Motivation
53
33
Classification of respondent on the basis Rate your

satisfaction level
about the benefits of EI to restrain
negative feelings a) Anger
Classification of respondent on the basis b) Lack of self
confidence
54
35
Classification of respondent on the basis c) Stress
56
36
Classification of respondent on the basis d) anxiety
57
37
Classification of respondent on the basis e) not able to

complete the task
satisfaction level about the benefits of EI to focus on
positive feelings a) self confidence
58
19.
20.
21.
22.
23.
24.
25
26
27
28
29
34
38
40
41
42
43
45
47
48
49
51
55
59
39
Classification of respondent on the basis b) Good

understanding between team
Classification of respondent on the basis c) Responsiveness
on work
Classification of respondent on the basis d) Good climate
60
63
45
Classification of respondent on the basis e) Performance

and productivity improvement
overall satisfaction about emotional intelligence and self
management
Classification of respondent on the basis Do you need any
training exercise related to emotional intelligence and self
management
KMO and Bartletts Test
46
Communalities
67
47.
Total variance explained
68
48.
Rotated component matrix
69
49
Rotated Transformation Matrix
70
50.
Modal summary (Regression)
71
51.
Anova (Regression)
72
52.
Coefficient (Regression)
73
53.
Chi-Square (Test Statistics)
52
40
41
42
43
44
61
62
64
65
66
LIST OF CHARTS
Chart No
Description
Page No
1.
2.
Classification of respondent on the basis of gender

Classification of respondent on the basis of age
23
24
3.
Classification of respondent on the basis of experience
25
4.
Classification of respondent on the basis aware of

emotional intelligence and self management
Classification of respondent on the basis balancing your
emotions in the work place
26
Classification of respondent on the basis Recognize your

own feeling inside workplace
Classification of respondent on the basis Recognize
colleagues feeling in workplace
28
Classification of respondent on the basis I know the factors

motives me to perform your work in the organization with
fulfillment
Classification of respondent on the basis Do you have
ability to regulate your emotions and behavior in the work
place?
Classification of respondent on the basis the ability to
influence the decision that affects your performance inside
the workplace
30
Classification of respondent on the basis EI and SM is the

tool used to maintain the relationships between peers
Classification of respondent on the basis how often are you
avoid taking your personal problems to work
33
13.
Classification of respondent on the basis Negative feelings

help you to address the things need to change in your life
35
14.
Classification of respondent on the basis Will you listen to

your colleague's problem?
36
15.
Classification of respondent on the basis the employees

who aware of their negative feelings are better leader of
their work
37
5.
6.
7.
8.
9.
10.
11.
12.
27
29
31
32
34
16.

opinion about impact of emotional intelligence in the
following a) leadership
Classification of respondent on the basis b) Performance
management
Classification of respondent on the basis c) Overcoming
occupational stress
Classification of respondent on the basis d) Able to
complete the work on time
Classification of respondent on the basis e) Maintain
relationship with others
Classification of respondent on the basis f) Job satisfaction
38

opinion about results of EI and SM a) Productivity gains
Classification of respondent on the basis b) Innovation
44
Classification of respondent on the basis c)

Classification of respondent on the basis d)
accomplishments of teams
level of satisfaction about components of emotional
intelligence e)self awareness
Classification of respondent on the basis b)self regulations
46
50
29.
Classification of respondent on the basis c) Interpersonal

skills
Classification of respondent on the basis d) adaptability
30.
Classification of respondent on the basis e) Stress tolerance
52
31.
Classification of respondent on the basis f) Motivation
53
32.

satisfaction level
about the benefits of EI to restrain
negative feelings a) Anger
Classification of respondent on the basis b) Lack of self
confidence
54
34.
Classification of respondent on the basis c) Stress
56
35.
Classification of respondent on the basis d) anxiety
57
36.
Classification of respondent on the basis e) not able to

complete the task
58
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
33.
39
40
41
42
43
45
47
48
49
51
55
37.
38.
39.
40.
41.
42.
43.

satisfaction level about the benefits of EI to focus on
positive feelings a) self confidence
Classification of respondent on the basis b) Good
understanding between team
Classification of respondent on the basis c) Responsiveness
on work
Classification of respondent on the basis d) Good climate
59
Classification of respondent on the basis e) Performance

and productivity improvement
overall satisfaction about emotional intelligence and self
management
Classification of respondent on the basis Do you need any
training exercise related to emotional intelligence and self
management
63
60
61
62
64
65
CHAPTER - I
Introduction &
Company profile
Executive summary
The study was conducted with the objective of finding out the emotional intelligence
of employee in Vagus technologies Pvt Ltd, Trichy.
The primary data was collected through a structured questionnaire and the mode of
communication was personal interview. The respondents were directly interviewed and the
data were collected.
The survey was designed with 120 samples from all the employees of Vagus
technologies Pvt Ltd, Trichy.
The collected data was consolidated and interpreted using the statistical tools like
reliability analysis, factor analysis, regression analysis, frequency analysis, and chi-square
test, tables and graphs were used for the presentation purpose.
The analysis was followed by findings and suggestion which will help the
management to implement some measures in order to increase the level of satisfaction of the
employees working for the organisation.
CHAPTER - I
Introduction
In present scenario, cut throat competition, stretched goals, cultural differences among the
diverse workforce and imbalanced work life have lead to increasing level of stress in
employees, also increase the job dissatisfaction. This satisfaction adversely affects the
performance of employees and becomes an undesirable and paramount the organization
problem. Hence the scientific researchers shown that the emotional intelligent person is more
adaptive to the environment and more productive for the organization. Therefore, tools stress
due to the job dissatisfaction can prove to be important for making the employees more
efficient and effective. Research also reveals that emotional quotient contributes 80% in the
success of the person as compared to the 20% contribution of the intelligence quotient (IQ)
only.
Therefore, EQ is undoubtedly a very important dimension of a persons personality.
Researchers also suggest the emotional intelligence oriented interventions can be successful
tools for making employees more job satisfied and stress less.
By developing our emotional intelligence we can become more productive and successful at
what we do, and help others to be more productive and successful too. The process and
outcomes of emotional intelligence development also contains many elements known to
reduce stress for individuals and organizations, by decreasing conflicts, improving
relationship and understandings and increasing stability, continuity and harmony which leads
to the job satisfaction.
Emotional Intelligence
To understand the concept of emotional intelligence, it would be useful to have an idea of
what emotions are. The word emotion comes from the latin word motere which means to
move this donates that all emotions induce desire to act the oxford English dictionary defines
emotions as, any agitation or distribution of mind, feelings, passion.
Emotional Intelligence is the capacity for recognizing our own feelings and those of others,
motivating ourselves, and managing emotions well, in ourselves and in our relationships. We
can identify that emotional intelligence has two major components:
1. Personal competence
2. Social competence
Personal competence includes awareness of self, i.e understanding one own emotions,
feelings etc and management of the self, i.e the ability to deal with changing situations. Social
competence means social awareness and management of relationships. Social awareness is
the ability to understand the feelings of others while management of relationships is the
ability to work effectively with others.
Emotional intelligence is a master aptitude, a capacity that profoundly affects all other
abilities, either facilitating or interfering with them. Daniel Goleman
The seven elements of emotional intelligence

Self-awareness
The awareness of one's own feelings and the ability to recognise and manage these feelings in
a way which one feels that one can control. This factor includes a degree of self-belief in
one's ability to manage one's emotions and to control their impact in a work environment.
Emotional resilience
The ability to perform consistently in a range of situations under pressure and to adapt
behaviour appropriately. The ability to balance the needs of the situation and task with the
needs and concerns of the individuals involved. The ability to retain focus on a course of
action or need for results in the face of personal challenge or criticism.
Motivation
The drive and energy to achieve clear results and make an impact and, also, to balance shortand long-term goals with an ability to pursue demanding goals in the face of rejection or
questioning.
Interpersonal sensitivity
The ability to be aware of, and take account of, the needs and perceptions of others in
arriving at decisions and proposing solutions to problems and challenges. The ability to build
from this awareness and achieve the commitment of others to decisions and action ideas. The
willingness to keep open one's thoughts on possible solutions to problems and actively listen
to, and reflect on, the reactions and inputs from others.
Influence
The ability to persuade others to change a viewpoint based on the understanding of their
position and the recognition of the need to listen to this perspective and provide a rationale
for change.
Intuitiveness
The ability to arrive at clear decisions and drive their implementation when presented with
incomplete or ambiguous information using both rational and 'emotional' or intuitive
perceptions of key issues and implications.
Conscientiousness
The ability to display clear commitment to a course of action in the face of challenge and to
match 'words and deeds' in encouraging others to support the chosen direction.
The personal commitment to pursuing an ethical solution to a difficult business issue or
problem.
Analyzing the impact of emotional intelligence in the work place

Emotions are all-pervasive in an organisation. These emotions can be either positive or
negative. Both these types of emotions will have an effect on behaviour of employees and
this in turn will affect the total organisational culture.
Negative emotions in work place

Many organizational problems such as absenteeism, high employee turnover, decreased
productivity, etc, can have their roots in the negative emotions to which authorities have not
paid attention. Some of the indicators for the existence of negative emotions at the workplace
are the following.
Poor working condition
Lack of job security
Lack of team effort
Poor career prospects
Employees who are not suited for the job
Very high or low levels of stress
Positive emotions in workplace

Positive emotions in the workplace are those which help in achievements of organizational
goals. They can lead to high morale, improved performance and better job satisfaction.
People who have positive emotions can think better and do their work more effectively.
Use of EI in HR applications
The importance of emotional competencies and their relation to performance lead
organization to develop and maintain emotional intelligence in their present employees
(Emmerling and Goleman, 2003 ). Therefore human resource departments use more
emotional competencies based applications. There are basically two ways to increase
emotional intelligence in an organization:
1. Hire people who are emotionally intelligent.
2. Develop emotional intelligence among current employees (Jacobs, 2003).
For both of the applications organizations need to determine competency models for every
position and job that describe the key competencies that are required for a certain job
(McLagan, 1980). These competency models can be either set for organisation itself or
determined for every occupation groups such as sales, marketing, HR.
Company profile
Vision
Be a valuable partner to our customer by providing the right solution.
Mission
To develop perfectly engineered solutions that would put our customer's business on the
cutting edge by delivering quality solutions on time, every time.
Overview
Vagus Technologies is an offshore center of e-Business International, an IT company which is
incorporated in 2006. Its headquarters is in NJ, USA. We have state-of-the-art infrastructure
staffed with highly qualified and experienced professionals. We are a Minority Business
Enterprise (MBE)certified by the State of New Jersey.
Vagus providing IT services to finance and banking, insurance, manufacturing, retail,
education, technology, telecom, government, healthcare, and energy and utilities industries.
Vagus offers IT Consulting, Application Development, Application Migration, Application
Integration, Application Maintenance and Support, ERP Implementation, ERP Maintenance
and Support, Product Implementation, and Staff Augmentation Service We also have a
Finance Package that was recently implemented in HSBC and now it is being implemented in
other major banks as well.
Vagus understands thoroughly customers cost and performance drivers and will work with
the customer to demonstrate cost reduction and productivity gains. Weexcel in providing an
optimum mix of onsite-onshore-offshore resources to minimize cost. We deliver quality
software through project and service management processes and methodologies designed for
execution of projects and services across multiple locations.
Vagus Technologies is a global provider of enterprise business solutions to finance and
banking, insurance, manufacturing, retail, education, technology, telecom, government,
healthcare, and energy and utilities industries. Through our global reach and solutions, it
solves the essential, industry-specific challenges that our customers face. Our world-class
enterprise solutions optimize business performance and deliver rapid return on investment,
with a low total cost of ownership, and stronger bottom-line business results. By focusing
on industry specific markets, we deliver deep domain expertise to the industries we serve.
Vagus provides end-to-end business solutions that leverage technology. It provides solutions
for a dynamic environment where business and technology strategies converge. Its approach
focuses on new ways of business combining IT innovation and adoption while also
leveraging an organization's current IT assets. It work with large global corporations and new
generation technology companies-to build new products and services and to implement
prudent business and technology strategies in today's dynamic digital age.
It believes in quality deliverance. This approach instils more confidence in their clients who
eventually become their friends. They are always there to help whenever it is required.
Leadership
Vagus leadership team has the capability and confidence to achieve sustained growth by
focusing on three key success factors:
Customer focus
Employee orientation
Quality
Services
Staffing Service
Vagus provides onsite consulting and professional services to various government and
corporate customers. Vagus resource base includes experienced technology professionals,
project managers, and subject matter experts. Our technical consultants maintain their
cutting-edge technology skills by participating in refresher training on a regular basis. Our
subject matter experts maintain their domain edge by continuous interaction with industry
forums and sector-specific seminars and workshops. Vagus provides teams to augment
customers IT teams, or professionals with specific skill sets for short term or long term
assignments.
Vagus has successfully provided staffing services for various IT staffing
levels with following roles.
Project Leaders
Project Facilitators
Programmers
Web Designers /
Software Specialists
Systems Analysts
IT Architects /
Operations Support /
Functional Consultants
Application Architects
Systems Programmers
Data Specialists /
Help Desk Technicians / Business Analysts

Technical Writers
Mainframe Consultants
Systems Administrators E-commerce Analysts /
Database
/ Network
E-commerce Software
Administrators
Trainers
Administrators
Testing Professionals
Specialists
Quality Assurance
Programmers
Analysts
Business Consulting
Vagus provides strategic business consulting services which enhance business performance of
its clients by streamlining processes, cutting organizational risk and leveraging the global
sourcing / outsourcing organizational sculpt. We have worked with clients in a wide range of
industries to help them leverage the strengths of IT to optimize their business performance
and produce value driven results. We specialize in helping organizations grow their
businesses and their bottom line. Our services deliver a solution designed to meet our clients
business and technology needs.
We are expertise in :
Consulting : we help our clients ally applications to business strategy, prioritize
on HR
From the
critical work requests and plan internal resources

: we redesign processes to work more efficiently, and design and
Scratch
institutionalize metrics for process improvements
Consulting : we help our clients evaluate outsourcing suitability of applications and
on BPO
infrastructure, design governance structure to manage relationship issues

in global outsourcing and manage organizational change involved in an
outsourcing initiative
Solution offerings :
Process enhancement & performance : We implement strategies to identify process
improvement opportunities and work extensively with our clients to execute changes in
their business process.
Managing operational risk : We assist in design and development of processes and
architecture to support better operational risk management
Transform management and re-organization : The design and management of the
organization and HR transition programs are reworked to slot in outsourcing
requirements.
Leading offshore resources : We analyze and design an effective program
management office, identify skills, capabilities, programs are reworked to slot in
outsourcing requirements.
Project Services
Vagus provides project services for clients to reach their extreme standards in the information
technology sector. Project services are delivered by trained, financial service professionals.
Our Project services include the following services:
Project Management
Custom Interfaces
Training
Data Conversion
System Implementation
Integrated Testing
Custom Software
Localization
Version Upgrade
Services
Off shoring Services

Vagus drive IT behaviour and performance expectations, outsourcing strategies for our
clients. We, at Vagus recognize the fact that new and opposing market dynamics influence the
future of enterprise sourcing strategies.
To pose ourselves to meet our clients Off shoring needs, we have developed a circulated
delivery framework to help the clients to assess the advantages of Off shoring and effectively
manage the project. Our approach has been designed to help our client to enhance their
organizations functions.
BPO/Call-Centers
Outsourcing business processes enables corporations to focus on core competencies, leaving
the heavy lifting to Vagus. Vagus' BPO offerings enable organizations to reduce costs,
convert fixed costs to variable costs, gain access to new technology at a minimum cost,
achieve scalability, and attain process efficiencies.
Vagus has helped many companies focus on their core competencies by better defining value
chains and processes. Vagus assists customers to identify the right areas to keep in-house, and
the processes best outsourced, resulting in a huge savings potential. With Vagus as a BPO
partner, customers can gain access to complementary skills that help them serve their
customers better.
Vagus provides world-class end-to-end solutions using an optimum mix of onsite, onshore,
and offshore services to deliver the best value to our clients. Vagus' data conversion and
delivery centers are equipped with state-of-the-art technology, networks and equipment.
Technical Help Desk: Vagus' Technical Help Desk solution is focused on helping
organizations to maximize availability and utilization of their IT infrastructure, such as
network, systems, and applications. The key value is the continuous improvement of
service levels to the organization's IT-infrastructure users, without incurring run-away
costs. Vagus offers Help Desk services onsite, onshore, and offshore.
Vagus support services are also available over phone, voice mail, email, fax, intranet,
web, etc. Vagus leverages its global resources and operations in multiple time zones,
and brings in increased flexibility, cost-effectiveness, and a superior user experience
through its Technical Help Desk solution.
Digital Imaging and Data Conversion : Vagus utilizes its expertise in digital imaging
and data conversion to help organizations meet their document conversion and
information capture needs. Vagus has the capability to create digital content from any
source - paper, microfilm, aperture cards, electronic files - and convert data to any
industry / company standard or format - TIFF, ASCII, comma separated value, fixed
format, SGML, XML, or other tagged formats.
Forms / Transaction Processing : Vagus leverages its expertise in forms / transaction
processing to convert paper forms / transactions to electronic data using ICR, OCR, or
manual data entry. Vagus has undertaken projects where the turnaround time for
returning the converted data to the customer is just a few hours. Established workflow
systems and ready project set-up processes ensure quick ramp-up of such transaction
processing projects.
Back Office Process Management : Vagus has handled back office processing for
accounting and human resource services. Vagus provide complete accounting, billing,
and collections process, which includes receiving documents, scanning, data entry,
printing, mailing and follow-up. Vagus human resource services include entry of
timesheets, vacation forms, and various other forms used by our customers.
Specialized Services
Vagus is the leading alternative for Enterprise Content Management through Microsoft
Content Management Server, Vignette, Interwoven Teamsite and Plumtree Portal Server. The
model allows Vagus to use best-of-breed technologies and contributions from the team to get
higher quality software produced more quickly at much lower cost. Having expertise in
Information Architecture and Web Site Design we capably take care of the overall Internet,
Intranet and Extranet needs of the client.
Enterprise Content Management (ECM)
Document Management
Collaboration
Records Management
Knowledge Management
Web Content Management
Imaging
Over the last eight (8) years Vagus has had the opportunity to work with a diverse range of
industries and clients. Vagus approaches all its clients' projects with a very high degree of
ownership; we delve into the client's business, and then recommend and develop a solution
that is best suited for the business. We believe in long-term relationships. Listed below is the
partial list of our clients.
CHAPTER II
Review of literature
CHAPTER II
Review of Literature
Goleman(1998) research demonstrates that emotional intelligence has proven to be twice
as important as any other competency in any job role. The tougher and more challenging role
the more emotional intelligence becomes the important factor in success. He found that 90%
of exceptional leaders results are attributed to their emotional intelligence and observed that
being successful is much more than just intelligence. IQ only accounts for about 4% to 20%
of results. It shows the critical factor for sustained achievement is not only a function of
ability or talent but 80% of achievement is dependent on emotional intelligence.
McClelland (1999) found that when senior managers had a critical mass of emotional
intelligence capabilities, their divisions outperformed yearly earning goals by 20%. Division
leaders without critical mass under performed by almost the same amount. He found that the
more positive the overall moods of people in the top management team, the more
cooperatively they worked together- and the better the companys business results.
Egon zehnder(2000) founds that emotional intelligence leads to success in top

executives. Those how were primarily strong in emotional intelligence were more likely to
succeed than those who were strongest in either relevant in previous experience or IQ.
George,J.M(2000) reported that in working with emotional intelligence, 80-90% of the

competencies that differentiate top performers are in the domain of emotional intelligence.
While IQ and other factors are important, its clear that emotional intelligence is essential to
optimal performance. Leaders excellence begins and ends with their inner resource:
executives who fails to develop their selfawareness risk falling into an emotionally
deadening routine that threatens their true selves.
McClelland (2000) reviewed 30 companies and found that higher EI scores differentiated
the top performers from average ones. Some of the companies reviewed by them are: In a
landmark study of one of the UKs largest restaurant groups, there was clear evidence that
emotionally intelligent leaders were more effective. Manager high in emotional intelligence
had restaurants that outperformed others with increased guest satisfaction, lower turnover,
and 34% grater profit growth. The link between EQ and leadership was also clear at Pepsi co.
In pilot project, executives selected for EQ competencies far outperformed their colleagues,
delivering, 10% increase in productivity, 87% decrease in executive turnover. In
organizations where leadership is most visible, the affect of the leaders plays a major role. It
could be seen clearly in the way some teams walk on tip toes when the boss is having a
bad day. Perhaps thats why their study showed the most effective leaders in the US Navy
use EQ behavioursthey are warmer, more outgoing, emotionally expressive, dramatic, and
sociable. A study conducted by him of 358 leader within Johnson and Johnson identified a
strong link between superior performing leaders and emotional competence. The conclusion
is powerful: emotional competence differentiates successful leaders.
HayGroup (2000) found that there is a great deal of research that links emotional
intelligence with individual performance and organizational productivity. Partners high in
emotional intelligence in a consulting firm delivered 139% more profit from their accounts
than other partners. Sales people trained in emotional intelligence competencies achieved a
sustained 87% improvement in sales and the training delivered in excess of 2000% return on
investment in the first year. Exceptional leaders attributed 90% of their success to their
emotional intelligence.
Eq Consortium(2000) A study of 80 Ph.Ds in science who underwent a battery

of personality tests, IQ tests, and interviews in the 1950s when they were graduates students
at Berkeley. Forty years later, when they were in their early seventies, they were tracked
down and estimates were made of their success based on resumes, evaluations by experts in
their own fields, and sources like American Men and Women of science. It turned out that
social and emotional abilities were four times important than IQ in establishing professional
success and prestige.
Benjamin Schneider (2001) found that whatever kind of organization you run, a
primary measure of success would be the way your customers perceive you. Your
organizations ability to attract and retain customers requires far more that customer
satisfaction. To create loyal customers, organizations must endeavour for customer delight.
Emotional intelligence is at the core of relationships, and a sales maxim is that relationships
are everything
David (2007) this investigates among 158 freshmen examined the association between
emotional intelligence and stress, considering personality as a moderating variable. Results
suggest that emotional intelligence is potentially helpful n reducing stress for some
individuals, but unnecessary or irrelevant for others. We highlight results among the highly
stressed intense but confused participants in particular because they have average emotional
intelligence, but do not appear to use it, presumably because they lack confidence in their
emotional ability.
CHAPTER - III
CHAPTER III
The study is about the emotional intelligence that prevails in the
VAGUS TECHNOLOGIES Pvt Ltd, Trichy. The literature review strongly
supports the research which states the entire satisfaction of the employees
through the compensation provided, job nature, environment, superior
subordinate relationship, etc.
OBJECTIVES, NEED, SCOPE AND RESEARCH METHODOLY
3.1 Objective of the study
To find out the emotional intelligence level of the employees at Vagus technologies
pvt ltd.
To suggests measures to improve the emotional intelligence level of employees at
work place.
3.2 Need of the study

Vagus technologies are doing a lot of retrenchment these days and employees are suffering
from a slot of stress these days. Research says that emotional intelligence helps to reduce
stress by 66%. So by this study I will be able to find that whether there is any relation
between emotional intelligence and self management and if there exists a relation than how
company can use it to enhance the performance of employees.
3.3 Scope of the study

This proposed study is being limited to vagus technologies pvt ltd. This proposed will help to
find the impact of emotional intelligence on BPO employees.
3.4 Research methodology

Method is a way of doing something and methodology is a set of methods used in a particular
area of activity. The research methodology employed in the research is as given by Philip
Kotler.
Developing the problems and research objective

Developing the information sources
Collecting and analyzing the information
Presenting the information
3.5 Research problem

Emotional intelligence and self management among BPO employees at vagus technologies.
3.6 Research design
Research design is a series of advanced decisions that taken together comprise the master
plan or model for the conduct of an investigation. So research design provides a framework
of plan for study, which guides the collection, measurement, analysis and interpretation of the
data. The research carried out here is descriptive in nature. Descriptive research provides data
about the population or universe being studied. It can describe 5 Ws and 1 H i.e what, when,
why, who, where and how.
3.7 Sample design and size
The population of study is corporate office vagus technologies pvt ltd. And the sample size of
120 employees working in vagus technologies pvt ltd. This study is based on convenience
sampling for which areas are of limited to vagus technologies pvt ltd.
3.8 Method of data collection
The fourth step of research methodology is data collection. It can be done through primary or
secondary techniques. In this study both techniques are use to collect data.
To collect primary data a survey will be conducted on emotional intelligence

of employee through a questionnaire, which will be filled by the employees.
Various questions will be asked to gain maximum information from the
respondents.
For secondary data I have referred journals, magazines and internet.
3.9 Scaling techniques

Scaling techniques is used in this survey, for understanding the co-relation between emotional
intelligence and self management among bpo employees and the answers of the respondents
are elucidated by asking them to indicate their level of agreement on a given five point likert
scale with values ranging from 1(strongly agree) to 5(strongly disagree).
3.10 Hypotheses formation
In order to fulfil my first objective, following hypotheses is formed
H0: There is no correlation between emotional intelligence and self management among bpo
employees.
H1: T here is a correlation between emotional intelligence and self management among bpo
employees.
3.5 STATISTICAL TOOLS USED
3.5.1 Reliability Test
The Reliability refers to the consistency of a measure. A measure is said to
have a high reliability if it produces consistent results under consistent conditions.
Here Reliability is used to check whether the variables in the questionnaire are related
to one another to produce an effective result. The value of Cronbachs alpha above 0.5
can be used as a reasonable test of scale reliability.
3.5.2 Frequency Analysis
Generally a frequency is used for looking at detailed information on
nominal (category) data and describing the results. Categorical data is for variables
such as gender i.e. males are coded as "1" and females are coded as "2." Frequencies
options include a table showing counts and percentages, statistics including percentile
values, central tendency, dispersion and distribution, and charts including bar charts
and histograms.
The Frequencies procedure was used to analyze the variables. The variables
that consist of scales can be analyzed using frequency procedure to generate the
summary statistics and charts.
3.5.3 Factor Analysis
Factor analysis is a statistical method used to describe variability among
observed, correlated variables in terms of a potentially lower number of unobserved
variables called factors.
3.5.4 Regression Analysis
Regression analysis includes many techniques for modeling and analyzing
several variables, when the focus is on the relationship between a dependent
variable and one or more independent variables. More specifically, regression analysis
helps one understand how the typical value of the dependent variable changes when
any one of the independent variables is varied, while the other independent variables
are held fixed. Most commonly, regression analysis estimates the conditional
expectation of the dependent variable given the independent variables that is,
the average value of the dependent variable when the independent variables are fixed.
Less commonly, the focus is on a quantile, or other location parameter of the
conditional distribution of the dependent variable given the independent variables. In
all cases, the estimation target is a function of the independent variables called the
regression function.
3.5.5 Chi square Analysis
If a sample of size n is taken from a population having a normal distribution,
then there is a well-known result which allows a test to be made of whether the
variance of the population has a pre-determined value. For example, a manufacturing
process might have been in stable condition for a long period, allowing a value for the
variance to be determined essentially without error. Suppose that a variant of the
process is being tested, giving rise to a small sample of product items whose variation
is to be tested. The test statistic T in this instance could be set to be the sum of squares
about the sample mean, divided by the nominal value for the variance. Then T has a
chi-squared distribution with n 1 degrees of freedom.
CHAPTER - IV
Data analysis and

Interpretation
CHAPTER IV
Data Analysis and Interpretation
4.1 SCALE RELIABILITY

After identifying the dimension underlying a factor, a researcher may prepare a
scale of those dimensions to measure a factor. Such a scale has to be tested for validity and
reliability. Proper validity and reliability testing can be done using CFA. However, researcher
commonly uses the Cronbachs alpha coefficient for establishing scale reliability. The
Cronbachs alpha coefficient is an indicator of internal consistency of the scale. A high value
of the Cronbachs alpha coefficient suggests that that the item that make up the scale hang
together and measure the same underlying construct. A value of Cronbachs alpha above
0.07 can be used as a reasonable test of scale reliability.
Reliability statistics of EMOTIONAL INTELLIGENCE
Table : 1 Reliability Statistics
Cronbach's Alpha
N of Items
.898
Inference:
40
The alpha values were calculated to assess the internal consistency reliabilities
of the Emotional Intelligence scales. For emotional intelligence scales, the value of .898
indicated adequate reliability (Nunnally, 1978).
Cronbachs (alpha) is a statistics used in this study. It is commonly used as a
measure of the internal consistency or reliability of a psychometric test score for a sample of
examinees. Cronbachs alpha will generally increase as the intercorrelations among test items
increase, and is thus known as an internal consistency estimate of reliability of test scores,
because intercorrelations among test items are maximized when all items measure the same
construct , Cronbachs alpha is widely believed to indirectly indicate the degree to which a set
of items measures a single unidimensional latent construct.
Demographic and rational profile of consumers analyzed using frequency analysis (i.e.)
percentage analysis in this study.
4.2 FREQUENCY ANALYSIS

4.2.1 Classification of respondent on the basis of gender
TABLE 2:
Table showing the gender of the respondents
Gend
er
Percenta
ge
Male
63
52.5
Female
57
47.5
120
100.0
Total
Chart 1:
No. of
responde
nts
Percentage
Male
48%
Female
53%
Inference
From the above table it is inferred that 52% of the respondents are male and the rest
48% of the respondents are female
4.2.2 Classification of respondent on the basis of age
TABLE 3:
Table showing the age of the respondents
Age
No of respondents
Percentage
18-25
24
20.0
26-35
40
33.3
36-45
41
34.2
above 45
15
12.5
120
100.0
Total
Chart 2:
Age
13%
18-25
20%
26-35
36-45
above 45
34%
33%
Inference
From the above table it is inferred that 20% of the respondents are 18-25years, 33% of
the respondents are 26-35 years, 34 % of the respondents are 36-45 years and rest 12% of the
respondents are above 45 years.
4.2.3 Classification of respondent on the basis of experience

TABLE4:
Table showing the experience of the respondents
Experience
Frequency
Percent
less than 1 year
14
11.7
1-3 yrs
20
16.7
4-6 yrs
32
26.7
7-9yrs
30
25.0
>=10
24
20.0
Total
120
100.0
Chart 3:
Experience
less than 1 year
20%
12%
1-3 yrs
4-6 yrs
17%
7-9yrs
>=10
25%
27%
Inference
From the above data it is inferred that 12% of the respondents are less than 1 year
experience, 17% of the respondents are 1-3 years experience, 26 % of the respondents are 4-6
years experience, 25% of respondents are 7-9 years, and the rest 20 % of the respondents are
above 10 years experience.
4.2.4 Classification of respondent on the basis aware of emotional intelligence and self
management
TABLE 5:
Table showing respondents to the statement
Aware of emotional intelligence and self management
Content
Frequency
Percent
Highly aware
33
27.5
Aware
58
48.3
Neutral
22
18.3
5.8
Unaware
Total
120
100.0
Chart 4:
60
48.3
50
40
27.5
30
18.3
20
10
0
5.8
highly aware
aware
neutral
unaware
Percent
Inference
From the above table it is inferred that 48% of the respondents aware of emotional
intelligence and self management, 28% of the respondents highly aware of emotional
intelligence and self management, 18% of the respondents expressed the opinion in neutral
manner and the rest 6% of the respondents unaware about emotional intelligence and self
management.
4.2.5 Classification of respondent on the basis balancing your emotions in the work
place
TABLE 6:
Balancing your emotions in the work place
Content
Frequency
Percent
highly effective
38
31.7
Effective
46
38.3
Neutral
27
22.5
Ineffective
Total
7.5
120
100.0
Chart 5:
45
38.3
40
35
31.7
30
22.5
25
20
15
7.5
10
5
0
highly effective
effective
neutral
ineffective
Percent
Inference
From the above table it is inferred that 38% of the respondents effective that,
Balancing your emotions in the work place, 32% of the respondents highly effective, 23% of
the respondents expressed the opinion in neutral manner and the rest 8% of the respondents
ineffective to this statement
4.2.6 Classification of respondent on the basis Recognize your own feeling inside
workplace
TABLE 7:
Recognize your own feeling inside workplace
Content
Frequency
Percent
Regularly
17
14.2
Always
29
24.2
Frequently
27
22.5
Occasionally
23
19.2
Rarely
24
20.0
120
100.0
Total
Chart6:
30
24.2
25
22.5
20
19.2
20
occasionally
rarely
14.2
15
10
5
0
regularly
always
frequently
Percent
Inference
From the above table it is inferred that 24% of the respondents always, Recognize your own
feeling inside workplace, 23% of the respondents frequently recognize your own feelings
inside workplace, 20% of the respondents rarely recognize your own feeling inside
workplace, 19% of the respondents occasionally recognize your own feeling inside workplace
and the rest 14% of the respondents regularly recognize your own feelings inside workplace.
4.2.7 Classification of respondent on the basis Recognize colleagues feeling in workplace
TABLE 8:
Recognize colleagues feeling in workplace
Content
Frequency
Percent
Regularly
10
8.3
Always
27
22.5
Frequently
36
30.0
Occasionally
40
33.3
5.8
120
100.0
Rarely
Total
Chart7:
33.3
35
30
30
25
22.5
20
15
8.3
10
5.8
5
0
regularly
always
frequently
occasionally
rarely
Percent
Inference
From the above table it is inferred that 33% of the respondents occasionally, Recognize
colleagues feeling in workplace, 30% of the respondents frequently recognize colleagues
feeling in workplace, 23% of the respondents always recognize colleagues feeling in
workplace, 8% of the respondents regularly recognize colleagues feeling in workplace and
the rest 6% of the respondents rarely recognize colleagues feeling in workplace.
4.2.8 Classification of respondent on the basis I know the factors motives me to perform
your work in the organisation with fulfilment
TABLE 9:
I know the factors motives me to perform your work in the organisation with fulfilment
Content
Frequency
Percent
strongly agree
22
18.3
Agree
79
65.8
Neutral
18
15.0
.8
120
100.0
Disagree
Total
Chart8:
70
65.8
60
50
40
30
20
18.3
15
10
0
0.8
strongly agree
agree
neutral
disagree
Percent
Inference
From the above table it is inferred that 66% of the respondents agree that, I know the
factors motives me to perform your work in the organisation with fulfilment, 18% strongly
agree the statement, 15% of the respondents expressed the opinion in neutral manner, and the
rest 1% respondents disagree to this statement.
4.2.9 Classification of respondent on the basis Do you have ability to regulate your
emotions and behaviour in the work place?
TABLE 10:
Do you have ability to regulate your emotions and behaviour in the work place?
Content
Frequency
Percent
Yes
108
90.0
No
12
10.0
120
100.0
Total
Chart9:
100
90
90
80
70
60
50
40
30
20
10
10
0
yes
no
Percent
Inference
From the above table it is inferred that 90% of the respondents said yes that, do you have
ability to regulate your emotions and behaviour in the work place, 10% of the respondents
said no to the statement.
4.2.10 Classification of respondent on the basis the ability to influence the decision that
affects your performance inside the workplace
TABLE 11:
The ability to influence the decision that affects your performance inside the
workplace
Content
Frequency
Percent
Yes
58
48.3
No
62
51.7
120
100.0
Total
Chart10:
51.7
52
51
50
49
48.3
48
47
46
yes
no
Percent
Inference
From the above table it is inferred that 48% of the respondents said yes that, the ability to
influence the decision that affects your performance inside the workplace, 52% of the
respondents said no to the statement.
4.2.11 Classification of respondent on the basis EI and SM is the tool used to maintain
the relationships between peers
TABLE 12:
EI and SM is the tool used to maintain the relationships between peers
Content
Frequency
Percent
strongly agree
23
19.2
Agree
77
64.2
Neutral
18
15.0
1.7
120
100.0
Disagree
Total
Chart11:
70
64.2
60
50
40
30
20
19.2
15
10
0
1.7
strongly agree
agree
neutral
disagree
Percent
Inference
From the above table it is inferred that 64% of the respondents agree that, EI and SM
is the tool used to maintain the relationships between peers, 19% strongly agree the
statement, 15% of the respondents expressed the opinion in neutral manner, and the rest 2%
respondents disagree to this statement.
4.2.12 Classification of respondent on the basis how often are you avoid taking your
personal problems to work
TABLE 13:
Table showing respondents to the statement How often are you avoid taking your
Content
Frequency
Percent
Regularly
14
11.7
Always
52
43.3
Frequently
25
20.8
Occasionally
23
19.2
5.0
120
100.0
Rarely
Total
Chart12:
50
43.3
45
40
35
30
25
20.8
19.2
20
15
11.7
10
5
0
regularly
always
frequently
occasionally
rarely
Percent
Inference
From the above table it is inferred that 43% of the respondents always that, how often
are you avoid taking your personal problems to work, 21% of the respondents frequently,
how often are you avoid taking your personal problems to work, 19% of the respondents
occasionally, how often are you avoid taking your personal problems to work, 12% of the
respondents regularly, how often are you avoid taking your personal problems to work and
the rest 5% of the respondents rarely, how often are you avoid taking your personal problems
to work.
4.2.13 Classification of respondent on the basis Negative feelings help you to address the
things need to change in your life
TABLE 14:
Negative feelings help you to address the things need to change in your life
Content
Frequency
Percent
strongly agree
17
14.2
Agree
65
54.2
Neutral
29
24.2
7.5
120
100.0
Disagree
Total
Chart13:
60
54.2
50
40
30
20
24.2
14.2
7.5
10
0
strongly agree
agree
neutral
disagree
Percent
Inference
From the above table it is inferred that 54% of the respondents agree that, Negative
feelings help you to address the things need to change in your, 14% strongly agree the
statement, 24% of the respondents expressed the opinion in neutral manner, and the rest 8%
respondents disagree to this statement.
4.2.14 Classification of respondent on the basis Will you listen to your colleague's
problem?
TABLE 15:

Will you listen to your colleague's problem?
Content
Frequency
Percent
Yes
79
65.8
No
41
34.2
120
100.0
Total
Chart14:
70
65.8
60
50
40
34.2
30
20
10
0
yes
no
Percent
Inference
From the above table it is inferred that 66% of the respondents said yes that, Will you listen
to your colleague's problem, 34% of the respondents said no to the statement.
4.2.15 Classification of respondent on the basis the employees who aware of their
negative feelings are better leader of their work
TABLE 16:

The employees who aware of their negative feelings are better leader of their work
Content
Frequency
Percent
strongly agree
19
15.8
Agree
62
51.7
Neutral
32
26.7
5.8
120
100.0
Disagree
Total
Chart15:
60
51.7
50
40
26.7
30
20
15.8
10
0
5.8
strongly agree
agree
neutral
disagree
Percent
Inference
From the above table it is inferred that 52% of the respondents agree that, the
employees who aware of their negative feelings are better leader of their work, 16% strongly
agree the statement, 27% of the respondents expressed the opinion in neutral manner, and the
4.2.16 Classification of respondent on the basis Mention your opinion about impact of
emotional intelligence in the following a) leadership
TABLE 17:
Mention your opinion about impact of emotional intelligence in the following
a)leadership
Content
Frequency
Percent
strongly agree
43
35.8
Agree
42
35.0
Neutral
33
27.5
1.7
120
100.0
Disagree
Total
Chart16:
40
35.8
35
35
30
27.5
25
20
15
10
5
0
1.7
strongly agree
agree
neutral
disagree
Percent
Inference
From the above table it is inferred that 36% of the respondents strongly agree that, Mention
your opinion about impact of emotional intelligence in the following leadership, 35% agree
the statement, 28% of the respondents expressed the opinion in neutral manner, and the rest
2% respondents disagree to this statement.
4.2.17 Classification of respondent on the basis b) Performance management
TABLE 18:
b) Performance management
Content
Frequency
Percent
strongly agree
25
20.8
Agree
74
61.7
Neutral
21
17.5
120
100.0
Total
Chart17:
70
61.7
60
50
40
30
20.8
20
17.5
10
0
strongly agree
agree
neutral
Percent
Inference
From the above table it is inferred that 62% of the respondents agree that, Mention your
opinion about impact of emotional intelligence in the following performance management,
21% strongly agree the statement, and the rest 18% of the respondents expressed the opinion
in neutral manner.
4.2.18 Classification of respondent on the basis c) Overcoming occupational stress

TABLE 19:
c) Overcoming occupational stress
Content
Frequency
Percent
strongly agree
16
13.3
Agree
45
37.5
Neutral
51
42.5
6.7
120
100.0
Disagree
Total
Chart18:
42.5
45
37.5
40
35
30
25
20
15
13.3
10
6.7
5
0
strongly agree
agree
neutral
disagree
Percent
Inference
From the above table it is inferred that 43% of the respondents neutral that, Mention your
opinion about impact of emotional intelligence in the following Overcoming occupational
stress, 38% agree the statement, 13% of the respondents strongly agree the statement, and the
4.2.19 Classification of respondent on the basis d) Able to complete the work on time
TABLE 20:
d) Able to complete the work on time
Content
Frequency
Percent
strongly agree
27
22.5
Agree
51
42.5
Neutral
33
27.5
7.5
120
100.0
Disagree
Total
Chart19:
42.5
45
40
35
27.5
30
25
22.5
20
15
7.5
10
5
0
strongly agree
agree
neutral
disagree
Percent
Inference
opinion about impact of emotional intelligence in the following able to complete the work on
time, 23% strongly agree the statement, 28% of the respondents expressed the opinion in
neutral manner and the rest 8% of the respondents disagree the statement.
4.2.20 Classification of respondent on the basis e) Maintain relationship with others

TABLE 21:
e) Maintain relationship with others
Content
Frequency
Percent
strongly agree
58
48.3
Agree
54
45.0
Neutral
5.8
Disagree
.8
120
100.0
Total
Chart20:
60
50
48.3
45
40
30
20
10
0
5.8
0.8
strongly agree
agree
neutral
disagree
Percent
Inference
From the above table it is inferred that 48% of the respondents strongly agree that, Mention
your opinion about impact of emotional intelligence in the following maintain relationship
with others, 45% agree the statement, and 6% of the respondents expressed the opinion in
neutral manner and the rest 0. 8% of the respondents disagree the statement.
4.2.21 Classification of respondent on the basis f) Job satisfaction
TABLE 22:
f) Job satisfaction
Content
Frequency
Percent
strongly agree
28
23.3
Agree
45
37.5
Neutral
32
26.7
Disagree
13
10.8
1.7
120
100.0
strongly disagree
Total
Chart21:
37.5
40
35
30
25
20
15
10
5
0
26.7
23.3
10.8
di
sa
gr
ee
st
ro
ng
ly
Percent
Inference
di
sa
gr
ee
ag
re
e
ne
ut
ra
l
st
ro
ng
ly
ag
re
e
1.7
opinion about impact of emotional intelligence in the following job satisfaction, 27% of the
respondents expressed the opinion in neutral manner, 23% of the respondents strongly agree
the statement, 11% of the respondents disagree the statement and the rest 2% of the
respondents disagree the statement.
4.2.22 Classification of respondent on the basis Mention your opinion about results of EI
and SM a) Productivity gains
TABLE 23:
Mention your opinion about results of EI and SM
a) Productivity gains
Content
Frequency
Percent
strongly agree
61
50.8
Agree
46
38.3
Neutral
12
10.0
.8
120
100.0
Disagree
Total
Chart22:
60
50
50.8
38.3
40
30
20
10
10
0
0.8
strongly agree
agree
neutral
Percent
disagree
Inference
From the above table it is inferred that 51% of the respondents strongly agree that,
Mention your opinion about results of EI and SM Productivity gains, 38% of the respondents
agree the statement, 10% of the respondents expressed the opinion in neutral manner and the
rest 0.8% of the respondents disagree the statement.
4.2.23 Classification of respondent on the basis b) Innovation
TABLE 24:
b)Innovation
Content
Frequency
strongly agree
Percent
9
7.5
Agree
51
42.5
Neutral
44
36.7
Disagree
16
13.3
120
100.0
Total
Chart23:
42.5
45
40
36.7
35
30
25
20
13.3
15
10
7.5
5
0
strongly agree
agree
neutral
Percent
disagree
Inference
From the above table it is inferred that 43% of the respondents agree that, Mention
your opinion about results of EI and SM innovation, 37% of the respondents expressed the
opinion in neutral manner, 13% of the respondents disagree the statement and the rest 8% of
the respondents disagree the statement.
4.2.24 Classification of respondent on the basis c) Accomplishments of
individuals goal
TABLE 25:
c) Accomplishments of individuals goal
Content
Frequency
Percent
strongly agree
17
14.2
Agree
42
35.0
Neutral
36
30.0
Disagree
21
17.5
3.3
120
100.0
strongly disagree
Total
Chart24:
40
35
30
25
20
15
10
5
0
35
30
17.5
14.2
di
sa
gr
ee
st
ro
ng
ly
di
sa
gr
ee
ag
re
e
ne
ut
ra
l
st
ro
ng
ly
ag
re
e
3.3
Percent
Inference
From the above table it is inferred that 35% of the respondents agree that, Mention
your opinion about results of EI and SM Accomplishments of individuals goal, 30% of the
respondents expressed the opinion in neutral manner, 18% of the respondents disagree the
statement, 14% of the respondents strongly agree the statement and the rest 3% of the
respondents strongly disagree the statement.
4.2.25 Classification of respondent on the basis d) accomplishments of teams
TABLE 26:
d)accomplishments of teams
Content
Frequency
Percent
strongly agree
69
57.5
Agree
42
35.0
Neutral
6.7
Disagree
.8
120
100.0
Total
Chart25:
70
57.5
60
50
40
35
30
20
6.7
10
0.8
strongly agree
agree
neutral
disagree
Percent
Inference
From the above table it is inferred that 58% of the respondents strongly agree that,
Mention your opinion about results of EI and SM accomplishment of teams, 35% of the
respondents strongly agree the statement, 7% of the respondents expressed the opinion in
neutral manner and the rest 0.8% of the respondents disagree the statement.
4.2.26 Classification of respondent on the basis Mention your level of satisfaction about
components of emotional intelligence e)self awareness
TABLE 27:
Mention your level of satisfaction about components of emotional intelligence
e)self awareness
Content
Frequency
Percent
highly satisfied
57
47.5
Satisfied
56
46.7
5.8
120
100.0
Neutral
Total
Chart26:
47.5
50
46.7
45
40
35
30
25
20
15
10
5.8
5
0
highly satisfied
satisfied
neutral
Percent
Inference
From the above table it is inferred that 48% of the respondents highly satisfied that,
Mention your level of satisfaction about components of emotional intelligence self
awareness, 47% of the respondents satisfied with the statement, and the rest 6% of the
respondents expressed the opinion in neutral manner.
4.2.27 Classification of respondent on the basis b)self regulations
TABLE 28:
b)self regulations
Content
Frequency
Percent
highly satisfied
35
29.2
Satisfied
68
56.7
Neutral
16
13.3
.8
120
100.0
Dissatisfied
Total
Chart27:
56.7
60
50
40
29.2
30
20
13.3
10
0
0.8
highly satisfied
satisfied
neutral
dissatisfied
Percent
Inference
From the above table it is inferred that 57% of the respondents satisfied that, Mention
your level of satisfaction about components of emotional intelligence self regulations, 29% of
the respondents highly satisfied with the statement, 13% of the respondents expressed the
opinion in neutral manner and the rest 0.8% dissatisfied with the statement.
4.2.28 Classification of respondent on the basis c) Interpersonal skills
TABLE 29:
c) Interpersonal skills
Content
Frequency
Percent
highly satisfied
15
12.5
Satisfied
44
36.7
Neutral
58
48.3
2.5
120
100.0
Dissatisfied
Total
Chart28:
60
48.3
50
36.7
40
30
20
12.5
10
0
2.5
highly satisfied
satisfied
neutral
dissatisfied
Percent
Inference
From the above table it is inferred that 48% of the respondents neutral that, Mention
your level of satisfaction about components of emotional intelligence interpersonal skills,
37% of the respondents satisfied with the statement, 13% of the respondents highly satisfied
with the statement and the rest 3% dissatisfied with the statement.
4.2.29 Classification of respondent on the basis d) adaptability

TABLE 30:
d)adaptability
Content
Frequency
Percent
highly satisfied
38
31.7
Satisfied
48
40.0
Neutral
31
25.8
2.5
Dissatisfied
Total
120
100.0
Chart29:
45
40
40
35
31.7
30
25.8
25
20
15
10
2.5
5
0
highly satisfied
satisfied
neutral
dissatisfied
Percent
Inference
your level of satisfaction about components of emotional intelligence adaptability, 32% of the
respondents highly satisfied with the statement, 26% of the respondents expressed the
opinion in neutral manner and the rest 3% dissatisfied with the statement.
4.2.30 Classification of respondent on the basis e) Stress tolerance
TABLE 31:
e) Stress tolerance
Content
Frequency
Percent
highly satisfied
41
34.2
Satisfied
57
47.5
Neutral
21
17.5
Dissatisfied
Total
.8
120
100.0
Chart30:
47.5
50
45
40
34.2
35
30
25
17.5
20
15
10
5
0
0.8
highly satisfied
satisfied
neutral
dissatisfied
Percent
Inference
your level of satisfaction about components of emotional intelligence stress tolerance, 34% of
the respondents highly satisfied with the statement, 18% of the respondents expressed the
opinion in neutral manner and the rest 0.8% dissatisfied with the statement.
4.2.31 Classification of respondent on the basis f) Motivation
TABLE 32:
Table showing respondents to the statement f)Motivation
Content
Frequency
Percent
highly satisfied
22
18.3
Satisfied
44
36.7
Neutral
43
35.8
Dissatisfied
highly dissatisfied
Total
10
8.3
.8
120
100.0
Chart31:
36.7
40
35
30
25
20
15
10
5
0
35.8
18.3
8.3
at
is
fie
d
hi
gh
ly
di
ss
di
ss
at
is
fie
d
ne
ut
ra
l
sa
tis
fie
d
hi
gh
ly
sa
tis
fie
d
0.8
Percent
Inference
your level of satisfaction about components of emotional intelligence motivation, 36% of the
respondents expressed the opinion in neutral manner, 18% of the respondents highly satisfied
with the statement, 8% of the respondents dissatisfied with the statement and the rest 0.8%
highly dissatisfied with the statement.
4.2.32 Classification of respondent on the basis Rate your satisfaction level
about the benefits of EI to restrain negative feelings a) Anger
TABLE 33:
Rate your satisfaction level about the benefits of EI to restrain negative feelings
a)Anger
Content
Frequency
Percent
highly satisfied
30
25.0
Satisfied
55
45.8
Neutral
33
27.5
1.7
120
100.0
Dissatisfied
Total
Chart32:
50
45.8
45
40
35
30
27.5
25
25
20
15
10
5
0
1.7
highly satisfied
satisfied
neutral
dissatisfied
Inference
From the above table it is inferred that 46% of the respondents satisfied that, Rate
your satisfaction level about the benefits of EI to restrain negative feelings Anger, 28% of the
with the statement, and the rest 2% dissatisfied with the statement.
4.2.33 Classification of respondent on the basis b) Lack of self confidence
TABLE 34:
b) Lack of self confidence
Content
Frequency
Percent
highly satisfied
29
24.2
Satisfied
57
47.5
Neutral
32
26.7
1.7
120
100.0
Dissatisfied
Total
Chart33:
47.5
50
45
40
35
30
26.7
24.2
25
20
15
10
5
0
1.7
highly satisfied
satisfied
neutral
dissatisfied
Percent
Inference
your satisfaction level about the benefits of EI to restrain negative feelings lack of self
confidence, 27% of the respondents expressed the opinion in neutral manner, 24% of the
respondents highly satisfied with the statement, and the rest 2% dissatisfied with the
statement.
4.2.34 Classification of respondent on the basis c) Stress
TABLE 35:
c) Stress
Content
Frequency
Percent
highly satisfied
30
25.0
Satisfied
50
41.7
Neutral
39
32.5
.8
120
100.0
Dissatisfied
Total
Chart34:
45
41.7
40
32.5
35
30
25
25
20
15
10
5
0
0.8
highly satisfied
satisfied
neutral
dissatisfied
Inference
your satisfaction level about the benefits of EI to restrain negative feelings anger, 33% of the
with the statement, and the rest 0.8% dissatisfied with the statement.
4.2.35 Classification of respondent on the basis d) anxiety
TABLE 36:
d)anxiety
Content
Frequency
Percent
highly satisfied
10
8.3
Satisfied
51
42.5
Neutral
46
38.3
Dissatisfied
12
10.0
.8
120
100.0
highly dissatisfied
Total
Chart35:
42.5
45
40
35
30
25
20
15
10
5
0
38.3
10
8.3
at
is
fie
d
hi
gh
ly
di
ss
di
ss
at
is
fie
d
ne
ut
ra
l
sa
tis
fie
d
hi
gh
ly
sa
tis
fie
d
0.8
Percent
Inference
your satisfaction level about the benefits of EI to restrain negative feelings anxiety, 38% of
the respondents expressed the opinion in neutral manner, 10% of the respondents dissatisfied
with the statement,8% of the respondents highly satisfied and the rest 0.8% highly
dissatisfied with the statement.
4.2.36 Classification of respondent on the basis e) not able to complete the task
TABLE 37:

e) Not able to complete the task
Content
Frequency
Percent
highly satisfied
27
22.5
Satisfied
42
35.0
Neutral
41
34.2
Dissatisfied
7.5
highly dissatisfied
.8
120
100.0
Total
Chart36:
40
35
30
25
20
15
10
5
0
35
34.2
22.5
7.5
at
is
fie
d
hi
gh
ly
di
ss
di
ss
at
is
fie
d
ne
ut
ra
l
sa
tis
fie
d
hi
gh
ly
sa
tis
fie
d
0.8
Percent
Inference
your satisfaction level about the benefits of EI to restrain negative feelings not able to
complete the task, 34% of the respondents expressed the opinion in neutral manner, 23% of
the respondents highly satisfied with the statement, 8% of the respondents dissatisfied and the
rest 1% highly dissatisfied with the statement.
4.2.37 Classification of respondent on the basis Rate your satisfaction level about the
benefits of EI to focus on positive feelings a) self confidence
TABLE 38:
Rate your satisfaction level about the benefits of EI to focus on positive feelings
a) self confidence
Content
Frequency
Percent
highly satisfied
58
48.3
Satisfied
40
33.3
Neutral
21
17.5
.8
120
100.0
Dissatisfied
Total
Chart37:
60
50
48.3
40
33.3
30
17.5
20
10
0
0.8
highly satisfied
satisfied
neutral
dissatisfied
Percent
Inference
From the above table it is inferred that 48% of the respondents highly satisfied that,
Rate your satisfaction level about the benefits of EI to focus on positive feelings self
confidence, 33% of the respondents satisfied with the statement, 18% of the respondents
expressed the opinion in neutral manner, and the rest 1% dissatisfied with the statement.
4.2.38 Classification of respondent on the basis b) Good understanding
between team
TABLE 39:
b) Good understanding between team
Content
Frequency
Percent
highly satisfied
44
36.7
Satisfied
72
60.0
3.3
120
100.0
Neutral
Total
Chart38:
70
60
60
50
36.7
40
30
20
10
0
3.3
highly satisfied
satisfied
neutral
Percent
Inference
your satisfaction level about the benefits of EI to focus on positive feelings good
understanding between team, 37% of the respondents highly satisfied with the statement, and
the rest 3% of the respondents expressed the opinion in neutral manner.
4.2.39 Classification of respondent on the basis c) Responsiveness on work
TABLE 40:
c) Responsiveness on work
Content
Frequency
Percent
highly satisfied
27
22.5
Satisfied
56
46.7
Neutral
Dissatisfied
Total
35
29.2
1.7
120
100.0
Chart39:
50
46.7
45
40
35
29.2
30
22.5
25
20
15
10
5
0
1.7
highly satisfied
satisfied
neutral
dissatisfied
Percent
Inference
your satisfaction level about the benefits of EI to focus on positive feelings responsiveness on
work, 29% of the respondents expressed the opinion in neutral manner,23% of the
respondents highly satisfied with the statement, and the rest 2% dissatisfied with the
statement.
4.2.40 Classification of respondent on the basis d) Good climate
TABLE 41:
d) Good climate
Content
highly satisfied
Frequency
Percent
4
3.3
Satisfied
30
25.0
Neutral
70
58.3
Dissatisfied
16
13.3
120
100.0
Total
Chart40:
70
58.3
60
50
40
30
25
20
13.3
10
0
3.3
highly satisfied
satisfied
neutral
dissatisfied
Percent
Inference
From the above table it is inferred that 59% of the respondents expressed the opinion
in neutral manner that, Rate your satisfaction level about the benefits of EI to focus on
positive feelings good climate, 25% of the respondents satisfied with the statement,13% of
the respondents dissatisfied with the statement, and the rest 3% highly satisfied with the
statement.
4.2.41 Classification of respondent on the basis e) Performance and
productivity improvement
TABLE 42:
e) Performance and productivity improvement
Content
Frequency
Percent
highly satisfied
47
39.2
Satisfied
48
40.0
Neutral
21
17.5
Dissatisfied
2.5
highly dissatisfied
.8
120
100.0
Total
Chart41:
45
40
35
30
25
20
15
10
5
0
39.2
40
17.5
at
is
fie
d
0.8
hi
gh
ly
di
ss
di
ss
at
is
fie
d
ne
ut
ra
l
sa
tis
fie
d
hi
gh
ly
sa
tis
fie
d
2.5
Percent
Inference
your satisfaction level about the benefits of EI to focus on positive feelings performance and
productivity improvement, 39% of the respondents highly satisfied with the statement, 29%
of the respondents expressed the opinion in neutral manner,23% of the respondents highly
satisfied with the statement, and the rest 2% dissatisfied with the statement.
4.2.42 Classification of respondent on the basis Mention your overall satisfaction about
emotional intelligence and self management
TABLE 43:
Mention your overall satisfaction about emotional intelligence and self management
Content
Frequency
Percent
highly satisfied
41
34.2
Satisfied
62
51.7
Neutral
17
14.2
120
100.0
Total
Chart42:
60
51.7
50
40
34.2
30
20
14.2
10
0
highly satisfied
satisfied
neutral
Percent
Inference
your overall satisfaction about emotional intelligence and self management, 34% of the
respondents highly satisfied with the statement, and the rest 14% of the respondents
expressed the opinion in neutral manner.
4.2.43 Classification of respondent on the basis Do you need any training exercise
related to emotional intelligence and self management
TABLE 44:
Do you need any training exercise related to emotional intelligence and self
management
Content
Frequency
Percent
Yes
23
19.2
No
97
80.8
120
100.0
Total
Chart43:
90
80.8
80
70
60
50
40
30
20
19.2
10
0
yes
no
Percent
Inference
From the above table it is inferred that 19% of the respondents said yes that, Will you listen
to your colleague's problem, 81% of the respondents said no to the statement.
4.3 FACTOR ANALYSIS
Factor analysis was used to identify the factors which determine emotional intelligence of BPO
employee. According to Cunningham and Maloney (1999), Factor Analysis is concerned with
finding a small number of common factors that linearly reconstruct a large number of variables.
Dimension: Emotional intelligence
KMO and Bartlett's Test
The individual statements on Emotional intelligence and self management among the
BPO employees with special reference to Vagus technology was examined using factor analysis
based on 40 individual statements and the reliability of the samples collected was tested for internal
consistency of the grouping of the items.
Table 45: KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy.
Bartlett's Test of Sphericity
Approx. Chi-Square
.776
538.285
91
df
.000
Sig.
KMO measure of sampling adequacy is an index to examine the appropriateness of factor

analysis. High values between 0.5 and 1.0 indicate factor analysis is appropriate. Values below 0.5
imply that factor analysis may not be appropriate. From the above table it is seen that Kaiser Meyer
Olkin measure of sampling adequacy index is 0.776 and hence the factor analysis is appropriate for
the given data set.
Bartletts Test of Sphericity is used to examine the hypothesis that the variables are
uncorrelated. It is based on chi- Square transformation of the determinant of correlation matrix. A large
value of the test statistic will favor the rejection of the null hypothesis. In turn this would indicate that
factor analysis is appropriate.
Bartletts test of Sphericity Chi-square statistics is 538.285, that shows the 40 statements are
correlated and hence as inferred in KMO, factor analysis is appropriate for the given data set.
Table 46: Communalities

Initial
Extraction
I know the factors motives

me to perform your work in
the orgn with fullfillment
EI and SM is the tool used
to maintain the relatioships
between peers
negative feelings help you
to address the things need
to change in your life
the employees who aware
of theair negative feelings
are better leader of their
work
Mention your opinion about
impact of emotional
inelligence in the following
a)leadership
b)performance
management
.356
.382
.458
.522
.403
.379
.487
.574
.380
.393
.411
.430
c)overcoming occupational
stress
.465
.501
d)able to complete the

work on time
.522
.664
e)maintain relationship
with others
.435
.581
f)job satisfaction
.503
.522

results of EI and SM
a)Productivity gains
b)Innovation
.362
.484
.466
.662
c)accomplishments of
individuals goal
.381
.497
d)accomplishments of
teams
.333
.358
Extraction Method: Principal Axis Factoring

INFERENCE
The above communalities measure the percent of variance in a given variable explained by all
the factors. Initial communalities are estimates of the variance in each variable accounted for by all
components or factors. For Principal Axis Factoring, these values are the proportion (for correlation
analyses) or the amount (for covariance analyses) of variance accounted for in each variables by the
rest of the variables. The extracted communalities is the percent of variance in a given variable
explained by the factors which are extracted and that will usually be fewer than all the possible factors,
resulting in coefficients less than 1.0.small values indicate variables that do not fit well with the factor
solution and should possibly be dropped from the analysis.
Table 47: Total Variance Explained
Factor
Initial Eigen values

Total
Cumulative
%
30.081
3.711
26.507
26.507
1.997
14.261
14.261
16.010
46.091
1.771
12.652
39.158
1.836
13.115
27.376
9.229
55.320
.787
5.625
44.783
1.801
12.862
40.237
8.176
63.496
.680
4.857
49.641
1.316
9.403
49.641
6.322
69.818
.726
5.189
75.006
.647
4.624
79.631
.598
4.268
83.899
.509
3.634
87.533
10
.420
3.003
90.536
11
.388
2.773
93.309
12
.330
2.357
95.666
13
.324
2.315
97.981
14
.283
2.019
100.000
3
4
Rotation Sums of Squared

Loadings
Total
% of
Cumula
Variance
tive %
% of
Varianc
e
30.081
4.21
1
2.24
1
1.29
2
1.14
5
.885
Extraction Sums of Squared

Loadings
Total
% of
Cumulati
Variance
ve %
Extraction Method: Principal Axis Factoring.

INFERENCE
This table gives eigen values, variance explained, cumulative variance explained for your
factor solution. The first panel gives values based on initial eigen values. For the initial solution, there
are as many components or factors as there are variables. The Total column gives the amount of
variance in the observed variables accounted for by each component or factor. The % of Variance
column gives the percent of variance accounted for by each specific factor or component, relative to
the total variance in all the variables. The Cumulative % column gives the percent of variance
accounted for by all factors or components up to and including the current one. For instance the
cumulative % for the second factor is the sum of the % of variance for the first and second factors. In a
good factor analysis, there are a few factors that explain a lot of the variance and the rest of the factors
explain relatively small amounts of variance.
The Extraction Sum of Squared Loadings group gives information regarding the
extracted factors or components. For Principal Axis Factoring method, these values will generally be
smaller than the initial values, due to error in measurements.
The Rotation Sum of Squared Loadings group gives you the rotation of factors is
transferred through rotation into a simpler one that is easier to interpret. It does not affect the
percentage of total variance explained. However, the variance explained by the individual factors is
redistributed by rotation.
The most commonly used method is Varimax rotation procedure. This procedure maximizes
the variance of the loadings on each factor, thus minimizing the complexity of the factors.
Table 48:
Rotated Factor Matrix(a)

Factor
1
I know the factors motives

me to perform your work in
the organisation with
fulfilment
EI and SM is the tool used
to maintain the
relationships between
peers
negative feelings help you
to address the things need
to change in your life
the employees who aware
of their negative feelings
are better leader of their
work
impact of emotional
inelligence in the following
a)leadership
b)performance
management
c)overcoming occupational
stress
d)able to complete the
work on time
e)maintain relationship
with others
f)job satisfaction
results of EI and SM
a)Productivity gains
b)Innovation
c)accomplishments of
individuals goal
d)accomplishments of
teams
.592
.691
.461
.344
.666
.453
.362
.301
.558
.609
.782
.702
.614
.374
.621
.762
.688
.579

Rotation Method: Varimax with Kaiser Normalization.
a Rotation converged in 14 iterations.
INFERENCE
This table reports the factor loading for each variable on the component or factor after
rotation. Each number represents the partial correlation between the item and the rotated factor. These
correlations can help us to formulate an interpretation of the factor or components.
This is done by looking for a common thread among the variable that have the large loading
for the particular factor. Hence we conclude with the following extracted factor namely,
Factor 1(grouped as impact of emotional intelligence)
Leadership
Overcoming stress
Able to complete work on time
Job Satisfaction
Factor 2:(grouped as employees opinion)

I know the factors motives me to perform my work in the organisation with
fulfilment.
EI and SM is the tool used to maintain the relationships between
peers
Negative feelings help you to address the things need to change in
your life
The employees who aware of their negative feelings are better leader
of their work
Factor3:(grouped as result of emotional intelligence for team)
Performance management
Maintain relationship with others
Accomplishments of teams
Factor4 (grouped as result of emotional intelligence for individual)
Innovation
Table 49: Rotated Transformation Matrix
Factor
.584
2
3
4
.571
.485
.313
-.498
.314
.588
-.555
.360
-.739
.544
-.165
-.531
-.168
.351
.753

Rotation Method: Varimax with Kaiser Normalization.
The factor transformation matrix describes the specific rotation applied to your factor
solution. This matrix is used to compute the rotated factor matrix from the original
(unrotated) factor matrix. If the off-diagonal elements are close to zero, the rotation was
relatively small. If the off-diagonal elements are large (greater than 0.5), a larger rotation
was applied.
4.4 MULTIPLE REGRESSION
Multiple Regression analysis is the simplest form of regression analysis
involves finding the best straight line relationship to explain how the variation in an outcome
(or dependent) variable, Y, depends on the variation in a predictor (or independent or
explanatory) variable, X. once the relationship has been estimated we will be able to use the
equation Y=b0+b1X in order to predict the value of the outcome variable for different values
of the explanatory variable.
Table 50: Model Summary
Model
R Square
.536(a)
.287
Adjusted R
Square
.281
Std. Error of
the Estimate
.567
.602(b)
.362
.351
.538
.642(c)
.412
.396
.519
.665(d)
.442
.422
.508
.680(e)
.562
.539
.501
INFERENCE
This table displays R, R squared, adjusted R squared, and the standard error.
R, the multiple correlation coefficient, is the correlation between the observed and
predicted values of the dependent variable. The values of R for models produced by the
regression procedure range from 0 to 1.Larger values of R indicate stronger relationships.
Here, R value is .680 which indicates it have a strong relationship of 68.0 percent between
the variables of service marketing mix dimensions and customer satisfaction.
R squared is the proportion of variation in the dependent variable explained by the

regression model. The values of R squared range from 0 to 1. Small values indicate that the
model does not fit the data well. The sample R squared tends to optimistically estimate how
well the model fits the population. Here, the R Squared Value is .562 which indicates this
model fits the population. it explains 46.2 percent of variation in the customer satisfaction.
Adjusted R squared attempts to correct R squared to more closely reflect the
goodness of fit of the model in the population. Use R Squared to help you determine which
model is best. Choose a model with a high value of R squared that does not contain too many
variables. Models with too many variables are often over fit and hard to interpret. Here,
Adjusted R Square Value is .539 which shows goodness of fit of the model in the
population.
Table 51: ANOVA(f)
Model
Sum of
Squares
df
Mean Square
Regression
24.596
4.919
Residual
28.604
114
.251
Total
53.200
119
F
19.605
Sig.
.000(e)
INFERENCE
This table summarizes the results of an analysis of variance. The sum of squares,
degrees of freedom, and mean square are displayed for two sources of variation, regression
and residual. The output for Regression displays information about the variation accounted
for by the model.
The output for Residual displays information about the variation that is not accounted
for by your model. And the output for Total is the sum of the information for Regression and
Residual.
A model with a large regression sum of squares in comparison to the residual sum of
squares indicates that the model accounts for most of variation in the dependent variable.
Here, a large regression sum of squares 24.596 to the residual sum of squares 28.604
indicates that the model accounts for most of variation in the dependent variable
Very high residual sum of squares indicate that the model fails to explain a lot of the
variation in the dependent variable, and you may want to look for additional factors that help
account for a higher proportion of the variation in the dependent variable.
The mean square is the sum of squares divided by the degrees of freedom. Here, the
mean square value is 4.919
The F statistic is the regression mean square (MSR) divided by the residual mean
square (MSE). The regression degrees of freedom is the numerator df and the residual
degrees of freedom is the denominator df for the F statistic. The total number of degrees of
freedom is the number of cases minus 1.Here, the F statistics is 19.605
If the significance value of the F statistic is small (smaller than say 0.05) then the
independent variables do a good job explaining the variation in the dependent variable. If the
significance value of F is larger than say 0.05 then the independent variables do not explain
the variation in the dependent variable. Here, the significance value of the F statistic is .000,
which is smaller than say 0.05 then the independent variables do a good job explaining the
variation in the dependent variable.
Table 52: Coefficient
SI.NO
Model
Unstandardized
Coefficients
B
Std. Error
(Constant)
.060
.198
aware of emotional
intelligence and self
mgmt
.317
.059
good understanding
between team
.240
job satisfaction
self regulations
Standardized
Coefficients
Beta
Sig.
.306
.760
.396
5.349
.000
.094
.193
2.540
.012
.149
.048
.223
3.114
.002
.191
.077
.190
2.493
.014
a Dependent Variable: mention your overall satisfaction about emotional intelligence

and self management
INFERENCE
The unstandardized coefficients are the coefficients of the estimated regression model.
Often the independent variables are measures in different units. The standardized coefficients
or betas are an attempt to make the regression coefficients more comparable. If you
transformed the data to z scores prior to your regression analysis, you would get the beta
coefficients as your unstandardized coefficients. The t statistics can help you determine the
relative importance of each variable in the model. As a guide regarding useful predictors,
look for t values well below -2 or above +2. The significance level and the coefficient value
of unstandardized column will estimate the regression of overall customer satisfaction (Beta
Value)
The general regression model (linear) is of this type:
Y = a + b1 X1 + b2 X2+. b6 X6
Y = .060 + .317X1 + .240X2+ .149X3+ .191X4

Where Y is the dependent variable and X1,X2, X4 are the independent
variables expected to explain or predict Y, b1, b2, .. b6 are the coefficients of the
respective independent variables, which will be determined from the input data.
Overall Customer Satisfaction of Integrated Enterprises (I) Ltd (Y) = 0.060
(Constant) + 0.317 (aware of emotional intelligence and self management) + 0.240 (good
understanding between team) + 0.149 (job satisfaction) +0.191 (self regulations)
From the above coefficient table, it has been concluded that the variables of
emotional intelligence namely, aware of emotional intelligence and self management, good
understanding between team, job satisfaction, self regulations are the dominant variables that
increase the overall customer satisfaction of emotional intelligence among BPO employees at
present as well as future.
4.5 CHI SQUARE TEST

The Chi-Square measures test the hypothesis that the row and column variables in a
cross tabulation are interdependent. A low significance value typically below 0.05 indicates
that there may be some relationship between two variables; they do not indicate the strength
or direction of relationship.
4.5.1 Testing the relationship between the experience of the respondent and how often
are you avoid taking personal problem to work.
Hypotheses: The experience of the respondent has a positive effect on how often are you
avoid taking personal problem to work.
H0: There is no significant relationship between experience of the respondent and how often
H1: There is a significant relationship between experience of the respondent and how often
Table 53: Chi-Square Tests
Value
Pearson Chi-Square
Likelihood Ratio
Linear-by-Linear
Association
N of Valid Cases
df
30.756(a)
16
Asymp. Sig.
(2-sided)
.014
32.488
4.751
16
1
.009
.029
120
INFERENCE
From the above table it is inferred that the calculated P value (0.014) which is less
than (0.05), hence, null hypothesis (H0) is rejected and the alternative hypothesis (H1) is
accepted. The age of the respondent has a significant relationship with the services provided
by integrated enterprises meets customer needs.
4.5.2 Testing the relationship between the experience of the respondent and negative
feelings help you to address you need to change in your life.
Hypotheses: The experience of the respondent has a positive effect on negative feelings help
you to address you need to change in your life.
H0: There is no significant relationship between experience of the respondent and negative
H1: There is a significant relationship between experience of the respondent and negative
Value
Pearson Chi-Square
Likelihood Ratio
Linear-by-Linear
Association
N of Valid Cases
df
26.645(a)
12
Asymp. Sig.
(2-sided)
.009
29.445
14.144
12
1
.003
.000
120
INFERENCE
4.5.3 Testing the relationship between the age of the respondent and level of satisfaction
about self awareness which is the component of emotional intelligence.
Hypotheses: The age of the respondent has a positive effect on level of satisfaction about self
awareness which is the component of emotional intelligence.
H0: There is no significant relationship between age of the respondent and level of
satisfaction about self awareness which is the component of emotional intelligence.
H1: There is a significant relationship between age of the respondent and level of
satisfaction about self awareness which is the component of emotional intelligence.
Value
Pearson Chi-Square
Likelihood Ratio
Linear-by-Linear
Association
N of Valid Cases
df
Asymp. Sig.
(2-sided)
22.363(a)
.001
25.356
20.884
6
1
.000
.000
120
INFERENCE
4.5.4Testing the relationship between the gender of the respondent and recognize
colleagues feelings in work place.
Hypotheses: The gender of the respondent has a positive effect on recognize colleagues
feelings in work place.
H0: There is no significant relationship between gender of the respondent and recognize
H1: There is a significant relationship between gender of the respondent and recognize
Value
Pearson Chi-Square
Likelihood Ratio
Linear-by-Linear
Association
N of Valid Cases
df
Asymp. Sig.
(2-sided)
5.282(a)
.260
5.533
3.367
4
1
.237
.067
120
INFERENCE
4.5.5Testing the relationship between the gender of the respondent and EI and SM is the
tool used to maintain the relationship between peers
Hypotheses: The gender of the respondent has a positive effect on EI and SM is the tool used
to maintain the relationship between peers
H0: There is no significant relationship between the gender of the respondent and EI and SM
is the tool used to maintain the relationship between peers
H1: There is a significant relationship between gender of the respondent and EI and SM is
the tool used to maintain the relationship between peers
Value
Pearson Chi-Square
Likelihood Ratio
Linear-by-Linear
Association
N of Valid Cases
df
8.459(a)
Asymp. Sig.
(2-sided)
.037
9.374
7.287
3
1
.025
.007
120
INFERENCE
CHAPTER V
Findings and Suggestions
CHAPTER V
FINDINGS
1. Majority (48%) of the respondents aware of emotional intelligence and self

management
2. Majority (38%) of the respondents effective that, Balancing their emotions in the
work place
3. Majority (24%) of the respondents always, Recognize their own feeling inside
workplace
4. Majority (33% )of the respondents occasionally, Recognize colleagues feeling in
workplace
5. Majority (66% )of the respondents agree that, I know the factors motives me to
perform my work in the organisation with fulfilment
6. Majority (90% )of the respondents said yes that, do you have ability to regulate your
emotions and behaviour in the work place
7. Majority (48%) of the respondents said yes that, the ability to influence the decision
that affects your performance inside the workplace
8. Majority (64%) of the respondents agree that, EI and SM is the tool used to maintain
the relationships between peers
9. Majority (43% )of the respondents always that, how often are you avoid taking your
10. Majority (54% )of the respondents agree that, Negative feelings help you to address
the things need to change in your
11. Majority (66%) of the respondents said yes that, Will you listen to your colleague's
problem
12. Majority (52% )of the respondents agree that, the employees who aware of their
negative feelings are better leader of their work
13. Majority (36% )of the respondents strongly agree that, Mention your opinion about
impact of emotional intelligence in the following leadership
14. Majority (62% )of the respondents agree that, Mention your opinion about impact of
emotional intelligence in the following performance management
15. Majority (43% )of the respondents neutral that, Mention your opinion about impact of
emotional intelligence in the following Overcoming occupational stress
emotional intelligence in the following able to complete the work on time
impact of emotional intelligence in the following maintain relationship with others
emotional intelligence in the following job satisfaction
results of EI and SM Productivity gains
20. Majority (43% )of the respondents agree that, Mention your opinion about results of
EI and SM innovation
21. Majority (35% )of the respondents agree that, Mention your opinion about results of
EI and SM Accomplishments of individuals goal
results of EI and SM accomplishment of teams
23. Majority (48% )of the respondents highly satisfied that, Mention your level of
satisfaction about components of emotional intelligence self awareness
24. Majority (57% )of the respondents satisfied that, Mention your level of satisfaction
about components of emotional intelligence self regulations
25. Majority (48%) of the respondents neutral that, Mention your level of satisfaction
about components of emotional intelligence interpersonal skills
about components of emotional intelligence adaptability
27. Majority (48%) of the respondents satisfied that, Mention your level of satisfaction
about components of emotional intelligence stress tolerance
about components of emotional intelligence motivation,
29. Majority (46%) of the respondents satisfied that, Rate your satisfaction level about the
benefits of EI to restrain negative feelings Anger
30. Majority (48% )of the respondents satisfied that, Rate your satisfaction level about the
benefits of EI to restrain negative feelings lack of self confidence
31. Majority (42% )of the respondents satisfied that, Rate your satisfaction level about the
benefits of EI to restrain negative feelings anger
benefits of EI to restrain negative feelings anxiety
benefits of EI to restrain negative feelings not able to complete the task
34. Majority (48%) of the respondents highly satisfied that, Rate your satisfaction level
about the benefits of EI to focus on positive feelings self confidence
benefits of EI to focus on positive feelings good understanding between team
benefits of EI to focus on positive feelings responsiveness on work
37. Majority (59%) of the respondents expressed the opinion in neutral manner that, Rate
your satisfaction level about the benefits of EI to focus on positive feelings good
climate
benefits of EI to focus on positive feelings performance and productivity
improvement
39. Majority (52%) of the respondents satisfied that, Mention your overall satisfaction
about emotional intelligence and self management
40. Majority (19%) of the respondents said yes that, Will you listen to your colleague's
problem
From the above findings and also according to the factor analysis among the 14 variables
loaded which are considered for the survey, 4 main components have been extracted such as,
1.
2.
3.
4.
Able to complete the work on time

Innovation
These 4factors are considered as the most important factors through which the employees
satisfaction is considered as dependent.
According to these above 4 factors it provides about 75% and above of the employees is
being satisfied with the facilities provided to them.
The findings from the Regression analysis says that R value is .680 which indicates it have a
strong relationship of 68.0 percent of employee satisfaction. The significance value of the F
statistic is 19.605, which is larger than say 0.05 then the independent variables do not
explaining the variation in the dependent variable.
The Overall Employee Satisfaction of the coefficient is 0.898
According to the chi-square analysis the significance value is 0.000 which is highly
significant and so the null hypothesis is accepted.
Suggestions
1. According to the feedback given by the employees it is clear even though 66% of the
employees are satisfied about emotional intelligence and self management in the
company, the remaining 14 % of the employees are feeling bit difficult with the
emotional intelligence and self management in the company. They also suggest
increasing the training programmes according to maintain the emotional intelligence
in the work place.
2. But can make the employees to maintain emotional intelligence in the company, by
motivating them positively towards the goals of the organization. Make them believe
that they are one among the Vagus technology. The motivation makes them work
effectively for the organization by showing all their talents.
3. Operator meeting can be arranged monthly to make understand their responsibilities
in the organization. If proper responsibilities and the recognition are being provided
they will be engaged in their work properly and will make increasing returns
accordingly.
4. There should be participative management in the organization as most of the
employees feels that their views and ideas should be valued and considered.
5. Company must focus more on team building interventions to promote superior
subordinate relationship.
6. Employees are the first asset of the organization if they are satisfied well with the
organization, the organization can retain in their market and also they can improve
their markets.
Conclusions:
The study was conducted with the objective of finding out the emotional intelligence
of employees in Vagus technology Pvt Ltd, Trichy. The primary data was collected through a
structured questionnaire and the mode of communication was personal interview. The
respondents were directly interviewed and the data were collected.The survey was designed
with 120 samples from all the employees of Vagus technology Pvt Ltd, Trichy.The collected
data was consolidated and interpreted using the statistical tools like reliability analysis, factor
analysis, regression analysis, frequency analysis, and chi-square test, tables and graphs were
used for the presentation purpose.The reliability table shows the internal consistency level
with the value of 0.898
The factor analysis shows some 4 factors which influence the emotional
intelligence of employees in Vagus technology Pvt Ltd, such as
1.
2.
3.
4.
Able to complete the work on time

Innovation
The regression analysis is made to find the relationship between the dependent and the
independent variables, through which the extracted factors have been considered with the
overall satisfaction of the employees.
The Chi-Square test is used to check the significance level of the extracted factors in
which it has a significant relationship by which the null hypothesis is rejected and the
alternate hypothesis is accepted.
By the above findings suggestions have been given such as to increase the training
programes and make the employees satisfied with their job well according to the analysis.
APPENDIX
A STUDY ON EMOTIONAL INTELLIGENCE AND SELF MANAGEMENT AMONG

THE
BPO
EMPLOYEES
WITH
SPECIAL
REFERENCE
TO
VAGUS
TECHNOLOGIES
Name:
Gender:
a) Male
Age: a) 18 to 25
b) Female
b) 26 to 35 c) 36 to 45 d) Above 45
Experience: a) < one year b) 1 to 3 years c) 4 to 6 years d) 7 to 9 years e)>= 10 years

1. Are you aware of emotional intelligence and self management?
a)
b)
c)
d)
e)
Highly aware
Aware
Neutral
Unaware
Highly unaware
2. How effective you are in balancing your emotions in the work place?
a)
b)
c)
d)
e)
Highly effective
Effective
Neutral
In effective
Highly ineffective
3. How often are you able to recognize your own feeling and emotions inside workplace?
a)
b)
c)
d)
e)
4.
Regularly
Always
Frequently
Occasionally
Rarely
How often are you able to recognize your colleagues feeling and emotions inside
workplace?
a)
b)
c)
d)
e)
Regularly
Always
Frequently
Occasionally
Rarely
5. I know the factors, motivates me to perform your work in th organization with

fulfillment. Do you agree with the statement?
a)
b)
c)
d)
e)
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
6. Do you have the ability to regulate your emotions and behavior in the work place?
a) Yes
b) No
7. Do you have the ability to influence the decision that affects your performance inside the
workplace?
a) Yes
b) No
8. Emotional intelligence and self management is the tool used to maintain the relationships
between peers. Do you agree with the statement?
a)
b)
c)
d)
e)
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
9. How often are you avoid taking your personal problems to work?
Regularly
a)
b)
c)
d)
Always
Frequently
Occasionally
Rarely
10. Negative feelings help you to address the thing need to change in your life.
a)
b)
c)
d)
e)
Strongly agree
Agree
Disagree
Strongly disagree
12. Will you listen to your colleagues problem?

a) Yes
b) No
13. The employees who are aware of their negative feelings are better leader of their work.
Please state your level or agreement
a)
b)
c)
d)
e)
Strongly agree
Agree
Disagree
Strongly disagree
14. Mention your opinion about impact of Emotional Intelligence in the following
Strongly
agree
Agree
Neither
agree
disagree
Leadership
Performance
management
Disagree
nor
Strongly
disagree
Overcoming
occupation
stress
Able
to
complete
the
work on time
Maintain
relationship
with others
job
satisfaction
15. Mention your opinion about results of emotional intelligence and self management
framework
Strongly
Agree
agree
Neither
agree
Disagree
nor
Strongly
disagree
disagree
productivity
gains
Innovation
accomplishments
of
individuals
goal
accomplishments
of teams
16. Mention your level of satisfaction about components of emotional intelligence

Highly
satisfied
Selfawareness
Selfregulation
Interpersonal
skills
Satisfied
Neutral
Dissatisfied
Highly
dissatisfied
Adaptability
Stress
Tolerance
Motivation
17. Rate your satisfaction level about the benefits of emotional intelligence to restrain
negative feelings.
Highly
Satisfied
Neutral
Dissatisfied
satisfied
Highly
dissatisfied
Anger
Lack of self
confidence
Stress
anxiety
Not able to
complete the
task
18. Rate your satisfaction level about the benefits of emotional intelligence to focus on
positive feelings
Highly
satisfied
Satisfied
Neutral
Dissatisfied
Highly
dissatisfied
self-confidence
Good
understanding
between team
Responsiveness
on work
Good climate
Performance
and
productivity
improvement
19. Mention your overall satisfaction about emotional intelligence and self management
a)
b)
c)
d)
e)
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
20. Do you need any training exercise related to emotional intelligence and self management
a) Yes
b) No
If yes what type of programs you need please suggest
1.
2.
3.
4.
5.
Bibliography
1. Bar-On, R. (1997). The Emotional Intelligence Inventory (EQ-I): Technical Manual.
Toronto, Canada: Multi-Health Systems, Inc.
2. Carpenter, S. (2000). Stoicism reconsidered. Monitor on Psychology, September
2000, 58-61.
3. Cassidy, J., Parke, R., Butkobsky, L., & Braungart, J. (1992). Family-peer
connections: The roles of emotional expressiveness within the family and children's
understanding of emotions. Child Development, 63, 603-618.
4. Church, A.H., & Waclawski, J. (2001). A five-phase framework for designing a
successful multisource feedback system. Consulting Psychology Journal, 53, 82-95.
5. Ciarrochi, J., Forgas, J.P., & Mayer, J.D. (Eds.) (2001). Emotional intelligence in
everyday life: A scientific inquiry. Philadelphia: Taylor & Francis.
6. Ciarocchi, J., Chan, A., & Caputi, P. (2000). [Measuring emotional intelligence].
Unpublished data.
7. Daw, J. (2001). Road rage, air rage, and now 'desk rage.' Monitor on Psychology,
July/August 2001, 52-54.
8. Gardner, H. (1993). Multiple intelligences: The theory in practice. New York: Basic
Books.
9. Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to
conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95-110.
10. Lane, R.D., Quinlan, D., Schwartz, G., Walker, P., & Zeitlin, S. (1990). The levels of
emotional awareness scale (LEAS): A cognitive-developmental measure of emotion.
Journal of Personality Assessment, 55, 124-134.
11. Ochsner, K.N., & Lieberman, M.D. (2001). The emergence of social cognitive
neuroscience. American Psychologist, 56, 717-734.
12. Randall, P. (2001). Bullying in adulthood. New York: Taylor & Francis.
13. Zapf, D., & Einarsen, S. (eds.) (2001). European Journal of Work and Organizational
Psychology. Bullying in the workplace: Recent trends in research and practice. Vol.
10, December 2001.

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A STUDY ON EMOTIONAL INTELLIGENCE AND SELF MANAGEMENT

AMONG THE BPO EMPLOYEES WITH SPECIAL REFERENCE TO

Department of Management Studies

FACULTY OF MANAGEMENT STUDIES

(Signature of the candidate)

Signature of the Guide

Signature of Head of the Department.

Signature of the Guide.

Data Analysis and Interpretation

Findings and Suggestions

Reliability Table (Cronbachs Alpha)

Classification of respondent on the basis of gender

Classification of respondent on the basis of experience

Classification of respondent on the basis aware of emotional

Classification of respondent on the basis Recognize your

Classification of respondent on the basis I know the factors

Classification of respondent on the basis EI and SM is the

Classification of respondent on the basis Negative feelings

Classification of respondent on the basis Will you listen to

Classification of respondent on the basis the employees

Classification of respondent on the basis b) Performance

Classification of respondent on the basis Mention your

Classification of respondent on the basis c)

Classification of respondent on the basis c) Interpersonal

Classification of respondent on the basis e) Stress tolerance

Classification of respondent on the basis f) Motivation

Classification of respondent on the basis Rate your

Classification of respondent on the basis c) Stress

Classification of respondent on the basis d) anxiety

Classification of respondent on the basis e) not able to

Classification of respondent on the basis b) Good

Classification of respondent on the basis e) Performance

Total variance explained

Rotated component matrix

Rotated Transformation Matrix

Modal summary (Regression)

Chi-Square (Test Statistics)

Classification of respondent on the basis of gender

Classification of respondent on the basis of experience

Classification of respondent on the basis aware of

Classification of respondent on the basis Recognize your

Classification of respondent on the basis I know the factors

Classification of respondent on the basis EI and SM is the

Classification of respondent on the basis Negative feelings

Classification of respondent on the basis Will you listen to

Classification of respondent on the basis the employees

Classification of respondent on the basis Mention your

Classification of respondent on the basis Mention your

Classification of respondent on the basis c)

Classification of respondent on the basis c) Interpersonal

Classification of respondent on the basis e) Stress tolerance

Classification of respondent on the basis f) Motivation

Classification of respondent on the basis Rate your

Classification of respondent on the basis c) Stress

Classification of respondent on the basis d) anxiety

Classification of respondent on the basis e) not able to

Classification of respondent on the basis Rate your

Classification of respondent on the basis e) Performance

The seven elements of emotional intelligence

Analyzing the impact of emotional intelligence in the work place

Negative emotions in work place

Positive emotions in workplace

Help Desk Technicians / Business Analysts