Emotional intelligence: a new concept "People see what they want to see.

" —Red Barber For many men the term ‘emotional intelligence’ - or EQ as it’s more commonly known - s ounds contradictory, a bit like the idea of a ‘fun run’. But with EQ there’s no contra diction. When it boils down; EQ is a key tool in being able to get people’s own wa y. In fact emotional intelligence is the very foundation that great people have built their achievements upon. As such it’s high up on the list of study for anyon e striving for success. No one can survive or succeed on their own and unless one has the skills to get other people’s co-operation, success becomes elusive. Developing a healthy level o f EQ is a two-fold attack. Firstly it’s about managing oneself and secondly it’s abo ut knowing how to push someone else’s buttons to get what you want out of them. Ye t, even though experience teaches us this, how many people still use inappropria te styles to force others to cooperate. Emotional Intelligence, or EQ for short, is a group of traits or abilities which relate to the emotional sides of life and sometimes described as more important than IQ, since EQ helps to understand people’s life, their values better. It is very important to understand that Emotional Intelligence is not the opposite of intelligence, it is not the triumph of head over heart - it is the unique inters ection of both. Think about the definition of emotion, intelligence, and especia lly, of the three parts of our mind - affect/emotion, cognition/thinking, voliti on/motivation. Emotional Intelligence combines affect with cognition, emotion wi th intelligence. Emotional intelligence, then, is the ability to use people’s emotions to help them solve their problems and live a more effective life. Emotional intelligence wi thout intelligence, or intelligence without emotional intelligence, is only part of a solution. It is the head working with the heart. Typically, “emotional intel ligence” is considered to involve emotional empathy; attention to, and discriminat ion of one’s emotions; accurate recognition of one’s own and others’ moods; mood manag ement or control over emotions; response with appropriate (adaptive) emotions an d behaviors in various life situations (especially to stress and difficult situa tions); and balancing of honest expression of emotions against courtesy, conside ration, and respect (i.e., possession of good social skills and communication sk ills). These four areas are further defined, as follows: Identifying Emotions - the ability to recognize how you and those around you are feeling. Using Emotions to Facilitate Thought - the ability to generate an emotio n, and then reason with this emotion. (Also called Emotional Facilitation of Tho ught, or Assimilating Emotions.) Understanding Emotions - the ability to understand complex emotions and emotional "chains", how emotions transition from one stage to another. Managing Emotions - the ability which allows you to manage emotions in y ourself and in others. Emotional intelligence - two aspects This is the essential premise of EQ: to be successful requires the effective awa reness, control and management of one s own emotions, and those of other people. EQ embraces two aspects of intelligence: • Understanding yourself, your goals, intentions, responses, behaviour and all. • Understanding others, and their feelings. The Five Categories of Emotional Intelligence (EQ) 1. Self-awareness. The ability to recognize an emotion as it “happens” is the key to person’s EQ. Developing self-awareness requires tuning in to person’s true feelings . If person evaluate their emotions, he can manage them. 2. Self-regulation. People often have little control over when they experience e motions. They can, however, have some say in how long an emotion will last by us ing a number of techniques to alleviate negative emotions such as anger, anxiety or depression. 3. Motivation. To motivate your self for any achievement requires clear goals an

 

“people skills” are even more important now because you must possess a high EQ to better u nderstand. targets primarily the students mental development and focuses on providing the necessar y knowledge and competencies. If someone is expressing angry emotions. and making critical choices in life. this might involve understanding nonverbal signals such as body language and facial expressions. In many cases.d a positive attitude. Reasoning With Emotions: The next step involves using emotions to promote thinki ng and cognitive activity. People lacking this a bility are always fighting feelings of depression. Social skills.Control of emotions so as to serve an objective is e ssential to focus attention.control seems to be behind any kind of systems. 4.   . • Social Awareness is how well people read the emotions of other people. • Self-Awareness is how accurately people can identify their emotions in the momen t and understand their tendencies across time and situation. • Relationship Management is how people use the first three emotional intelligence skills to manage their interactions with other people. leaves us at their mercy • Controlling our emotions. Managing Emotions: The ability to manage emotions effectively is a key part of e motional intelligence. Emotions help prioritize what people pay attention an d react to. Components of Emotional intelligence Emotional intelligence is critical to managing person’s behavior. the observer must inter pret the cause of their anger and what it might mean. Among the mo st useful skills are: The Four Branches of Emotional Intelligence Salovey and Mayer(1997) proposed a model that identified four different factors of emotional intelligence: Perceiving Emotions: The first step in understanding emotions is to accurately p erceive them. to find incentives. to self. responding appropriately and respond ing to the emotions of others are all important aspect of emotional management. Thus.understandi ng.possession and to crea tivity. The ability to understand and a ppreciate our emotions is the key to psychological insight and self. Types of emotional intelligence There is no magic number for the multiplicity of human talent.To manipulate and control our emotions so as they are appropriate at any time is an ability built on conscience. In today’s cyberculture all professional accounta nts can have immediate access to technical knowledge via computers. but you can sort these capabilities in five key areas: • Knowing our feelings. The more skillful you are at discerning the feelings behi nd others’ signals the better you can control the signals you send them. • Self-Management is how people use awareness of their emotions to create the beha vior that they want. There are four e motional intelligence skills and they group under two primary competencies: pers onal competence and social competence. people can with effort and practice learn to thi nk more positively. While the inability to see our real feelings. empathize and negotiate with others in a global economy. moving smoothly through social situations. The ability to recognize how people feel is important to success in their life and career. Understanding Emotions: The emotions that people perceive can carry a wide varie ty of meanings. Emotional self. recognising an emotion the moment it is create d.Conscience. Regulating emotions. Empathy. people respond emotionally to things that garner out their attention . is the cornerstone of emotional intelligence. The development of good interpersonal skills is tantamount to success in your life and career. while those who are distingui shed for it can overcome setbacks and disappointments of life more quickly • Exploration of incentives. An empath etic person excels at 5. Although people may have a predisposition to either a p ositive or a negative attitude.

they have an extremely negative and pessimi stic view of their own self-worth and future prospects. It is a mental health condition which affects a person’s thinking. energy. aggres sive. Everyone experiences some unhappiness.Importance of Emotional Intelligence Emotional intelligence has a massive impact upon personal and professional succe ss. Feel ing down from time to time is a normal part of life. such as energy. and disappointments. setbacks. strength and sex drive are directly influenced by emotions. However. the person s judgement is im paired in a severe depression . working longer hours than ever. Also. Depression with a little ‘d’ is a natural response to having a bad day or hearing sad news.g. poor concentration and loss of confidence. because the EQ prin ciples provide a new way to understand and assess people s behaviors. it may be depression. and transitory. People are more stressed than ever. Depression with a big ‘D’ is when your whole energy and concentration is down and you are struggling to focus. Severe depression In addition to the symptoms of moderate depression. There is a difference between depression with a little ‘d’ . school. attitudes." Th e painful feelings that accompany these events are usually appropriate. indecision. medication. Many peo ple use the word “depression” to explain these kinds of feelings. recruitment interviewing and selection. Some people describe depression as “living in a black hole” or having a feeling of i mpending doom.g. necessar y. Mild depression A person with mild depression typically experiences tiredness.c ustomer relations and customer service. management styles. often as a result of a change. is extremely fatigued. either in the form of a setback or a loss. some early mornin g wakening. It is importa nt to note here that the person will not necessarily feel depressed. But when emptiness and desp air take hold and won t go away. pain. or men in particular may even feel angry. Moderate depression Most of the symptoms of depression as listed above are present: the person feels depressed. Strong suicidal thoughts         . Mayer & Salovey: "People high in emotional intelligence are expected to progress more quickly through the abilities designated and to master more of them. That’s c ompletely normal. TalentSmart has measured the EQ of close to a million people now and we find that this skill accounts for 58% of performance in all types of jobs. and apathetic. Emotions are the primary driver of our behavior. A common cri teria is that their symptoms either cause 1) significant distress or 2) impair o ne’s functioning (e. and restless. and can even present an opportunity for personal growth. Sadness is a normal reaction to life’s struggles." Depression Feeling down or feeling like you’ve got the blues is pretty common in today’s fast-p aced society But these feelings are usually short-lived and pass within a couple of days. has marked sleep disturbance and appears to o thers to be depressed. and potential. fo r less pay than ever. The lows of depression ma ke it tough to function and enjoy life like you once did. some depressed people don t feel sad at all—they may feel lifeless. feelings and behaviour. Many physical sensations. relationships). Just getting through t he day can be overwhelming. and more.whi ch we all get .e. We all go through ups and downs in our mood. or simply. Different forms of depression Depression comes in many shapes and forms The following three different kinds of depression are distinct depressive disorders described in the DSM.i. Emotional Intelligence is an important consideration inhuman resources planning. Emotional Intelligence is increasingly r elevant to organizational development and developing people. drug). empty.and depression with a big ‘D’. these depressive sympto ms are not caused by a medical condition or substance (e. It is therefore natural to not feel 100% some days. "everyday misery. as Freud said. management development. work. interpersonal skills. but depression is much more than just sadness. job profiling.

Clinical depression is an illness and medical intervention is necessary to t reat a person. and such genetic factors can be key in the case of bipolar disorder. or even violent. a person may have excessive energy with little nee d for sleep. It can happen to anyone. and everything and everyone gets on your ner ves. Depression is not anybody’s fault. grief. people whole body may feel heavy. reckless driving. s ocial activities. race or socio-economi c background. relationship breakdown. This mood disorder involves not just periods of depression. There are no fixed ca uses of depression and the reasons can vary from person to person.Significant weight loss or weight gain—a change of mor e than 5% of body weight in a month.Strong feelings of worthlessness or guilt. aching muscles. when overcast days are frequent and sunlight is limited.Trouble focusing. Loss of interest in daily activities. or dangerous sports. But if person is depressed and none of these apply to him. and stomach pain. compulsive gambling. Depression is not a weakness that a person can just pull himself or herself out of. Seasonal affective disorder (SAD) There’s a reason why so many movies and books portray rainy days and stormy weathe r as gloomy. where the person s mood is significantly higher than normal. may have grandiose ideas and may engage in risk-taking behaviour. Anger or irritability.Feeling fatigued. and physically drained. Self-loathing. it happens because of a traumatic life event such as bereavement. Seasonal affective disorder is more common in northe rn climates and in younger people. According to the WHO. Reckless behaviour. it does not mean that he or she is weak or stupid of lacking in something. age. In other situations. Facts about depression Depression can affect anyone. For some people. financial difficulties or bullying. Cause of Depression There are many well-known depression triggers: Trauma.A bleak outlook— nothing wil l ever get better and there’s nothing people can do to improve their situation.(or intent) will also be present. Sleep changes. Signs and symptoms of depression Depression varies from person to person. financial troubles . Your toleran ce level is low. or remembering thing s. Some people get depressed in the fall or winter. or oversleeping (also known as hypersomnia). it can be hard to pinpoint a specific cause. but there are some common signs and sym ptoms Feelings of helplessness and hopelessness. making decisions. During these periods. Bipolar disorder Bipolar disorder involves both depressive periods and their opposite. Loss of energy. This type of depression is called seasona l affective disorder (SAD). bu t also periods of elation. irrespective of gender. An increase in physical complaints such as headache s. Concentration problems. or sex.   .Feeling agitated. restless. People harshly critici ze their self for perceived faults and mistakes. depression affects 121 million people worldwide.Either insomnia. Depression has a number of possible causes. and unemployment are just a few. pastimes. your temper short. If a person is depressed. the person may have an inherent tendency towards depression.No interest in former hobbies. back pain. The average age of onset for a major depressive disorder is the mid-twenties. Unexplained aches and pains. Symptoms of the depressed phase are the same as those of unipolar depression described above. sluggish. and even small tasks are exhausting or take longer to comp lete.People engage in escapist behaviour such as substance abuse. especially waking in the early hours of the morn ing. People lost their ability to feel joy and pleasure. which are known as elations or manic periods. Appetite or weight changes.

This pressure is clearly evident within the call centre environment where the need for delivery. organisations put constant pres sure on their employees to perform. 1999 . or who cannot relate to others because of their above average intelligence. Evi dently. Emotional intelligence is a part of a person s overall intelligence. the burden of depression will increase to 5. Prevalence of depression in India A study based on the World Health Organization’s World Mental Health Survey Initia tive has said that India has the highest rate of major depression in the world. but it is only in one area. and this would give them a greater edge in the workplace. in terms of its prev alence and the suffering. Emotional Intelligence and Job Performance People who are unbearable. Depressio n is more common in women than men. Nel & De Villiers. 1999. telephones are us ed to provide telephonic customer services (solving queries or making sales) ins tead of meeting a person face to face. 2004. may be successful in life. Litrature Review Magda Gryn (2010) studied that a relationship between perceived emotional intell igence and job performance among inbound call centre leaders in the medical aid environment.2% for women. As a result. as well as lower rates of psychological distress.In ord er to survive and to retain a competitive edge. 2002). morbidity. High emotional intelligence has even been connected to depression rates lower than those of less emotionally int elligent people. go hand in hand w ith increasing performance demands. and the one-year prevalence has been estimated to be 5. globaliz ation. 2000). and economic burden.7% of the total burden of disease and it would be the second leading cause of disability-adjusted life years (DALYs).8% for m en and 9. one s environment and to think rationally. Emotionally intelligent people tend to have better developed so cial networks that help them when such things as how to handle when sickness ari ses. Williams. in orde r to acquire new business or retain the current relationship. this is because the emotionally intelligent person may be more willing t o see a doctor and to subsequently heed a doctor s advice. Barling & Zacharatos. Depression is a disorder of major public health importance. The ability to socialize may actually help delay the onset of dementia. dysfunction. as they would be better able to understand both their feelings and tho se of others. To deliver outstanding performance employe es today are required to be much more involved in their work. Link between emotional intelligence and depression Emotional intelligence as a term or complete concept only appeared in 1995 when it was introduced by Daniel Goleman. not only physicall y. They may not have many associates.5% for women.9% for men and 3. These people could benefit from EI training. the expansion of the service sector and delivery speed. The report on Global Burden of Disease estim ates the point prevalence of unipolar depressive episodes to be 1. Increasing technological change. Low emotional intelligence has been associated with loneliness and a tendency toward depression and higher emotional intelligence has been asso ciated with happiness and life satisfaction. The sample consisted of 268 participants (45 leaders and 223 raters         . Nell and De Villiers (2004) said that pr evious studies conducted in the call centre environment indicated that there is a positive relationship between job performance and emotional intelligence. speed and customer satisfac tion is enormous. Call centers The world of work is changing rapidly on a daily basis as are the companies and people who work for them. and it is very likely that they are unable to progress in their jobs due to these traits. It s the ab ility to deal with society. there still is a lot of resear ch on the topic. Links hav e been found between emotional intelligence and the ability to manage stress. Call centres can be described as a setting in which. Queck.Less than 25% of those affected have access to effective treatment. Call centres worldwide have experienced an increasing need for fast turnaround a nd excellent quality of service (Cox. It is estimated that by the year 2020 if current trends f or demographic and epidemiological transition continue. but also emotionally and mentally (Turner. an d the other areas of their life are total failure. competition.

Joseph Ciarrochi . To address an aspect of t his neglect. Specifically. First. Michael Malek-Ahmadi . namely self-esteem and trait anxiety. hopelessness. and (2 ) greater suicidal ideation among those low in managing others emotions (MOE).C. The participants were also rated by 35 leaders. anxiety and depr ession among adolescents. Joseph Ciarrochi .Since two thirds of the abilities predicting superior perform ance are said to be emotional competencies.534) between total EI and job performance in the call centre environment.) across different age and race groups. the risk of havi ng depression decreased by 6%. since it was easier to focus on call centre leaders working in the same office. The results provide support for the hypothesis that emotional abilities are an important and unique contributor to psychological adjustment. Rocio Alcaide. the ability to discriminate clear ly among feelings (Emotional Clarity) and the ability to selfregulate emotional states were associated with better psychological adjustment. Fernandez .Kathleen Barclay . also confirmed these findings and reported a statistically sig nificant positive relationship (r=0. University students (n=302) participated in a cross-sectiona l study that involved measuring life stress.Pablo Fernandez-Berrocal. 2006). Amy Y. In the study. EI potentially has a major role to p lay in predicting employee productivity. Lloyd.2% respons e rate). . independent of the effects of self-esteem and thought suppression. Second. Regression analyses revealed that stress was associated with: (1) greater reported depression. The rese arch results show that there was no statistically significant relationship betwe en emotional intelligence and job performance among the call centre leaders. self-reported emotional intelligence was negatively related to l evels of depression and anxiety. the ECI (self-version) was administe red to 135 participants out of 153 who received the questionnaire (88. This study also indicat ed that EI is a predictor of job performance and leadership potential (Nel. Sandra J. self-repo rted ability to regulate mood (Emotional Repair) was positively related to selfesteem. David Pizarro .Ma x Stanley Chartrand (2012) studied on the basis of prediction that depression i n the older adult population has not until recently focused on the possibility o f measuring one s EI as a potential predictive factor. the present quantitative correlational study explored to what exten t the total Emotional Quotient (EQ) scale score of EI predicted depression. a p erformer in the top 1% was found to be 12 times more productive than an employee in the bottom 1% . and mental health. and Jane Bajgar found that EI was reliabl y measured in adolescents. depression. The results indicated that increased EI has a ben eficial effect in terms of current depression status. 2001 . Both EP and MOE were shown to be statistically different from other relevant mea sures. amount of social su pport. objective and self-reported emotion al intelligence.Miguel R. & Natalio Extremera (2 006) examined the relationship between emotional intelligence. Nel’s (2001) study conducted among call centre agents in a major insurance company in South Africa. Chan. and mood management behaviour . A convenience sample was used. Frank P Deane and Stephen Anderson (2002) hypothesized that EI would make a unique contribution to understanding the relationship between s tress and three important mental health variables. hopelessness. and the Bar-On Emotional Quotient Inventory:Short (EQ-i:S). Sala. Cherniss(2004) studied the medium-complexity job roles such as sales clerks. These relationships held even after controlling for two constructs that potent ially overlap with EI.     . The results in dicated that for every 1-point increase in EQ-i:S scaled score. and suicidal ideation. and was positively associated with skill at identifying emotional expressions. extent of satisfaction with social support. The study revealed two main findings. and suicidal id eation among people high in emotional perception (EP) compared to others. was higher for females than males. Two self-report measures were utilized: the Geriatric Depression Scale-Short (GDS-Sh ort).

and satisfaction with social support each partially me diated between emotional intelligence and fatigue. though improvement was greater in the treatment than the control group. The result s shows That the control group. They were eighty males and eighty females In re sults Gender difference on Emotional Quotient Inventory reveals that Males have high emotional intelligence as compare to females. In this study Correlations between emotional intelligenc e and life satisfaction showed higher emotional intelligence were associated wit h higher life satisfaction. Demographic factors showed no relationship with life satisfaction. Bajoghli H. Luc Goossens. concretely. and social stress and lower le vels of general mental health. The results show a reduced social i nvolvement. Ghaleiha A. Benjamin Palmer. Bangash and S. an increased prior institutionalization and an increased incidence o f “Schizophrenic Psychosis” and “Abnormal Personalities” in the sub-group of repeated ad missions. and emotional repair) over psychological adjustment in an adole scent sample at two temporal stages with a 1-year interval. Brown and Nicola S. Significant as sociations were observed between severity of depression and the EI dimensions of Emotional Management and Emotional Control. Results showed that controls scored higher on secure attachment.Rachel Schembri.. Catherine Donaldson. The psychoso cial variables depression. EI increased significantly in the treatment gro up over time. Depressive symptoms decreased significantly over time in both grou ps. depressed adolescents had lower scores than the other two groups on resilie nce. amount of social support. José M. Emot ional intelligence level found to be higher for female than for male participant s. Con Stough (2011). wh ereas both of the other groups scored higher on preoccupied attachment. Virginia Tuckwell. 2009. Johnston . Additionally. Chantal Kempenaers1. only one statistically significant difference was found in gender. Contrary to some previous r esearch. Zarrabian MK. Sarhad J. demographic factors influencing emotion al intelligence and life satisfaction were examined.A. Fina lly. The research sample was comprised of one hundred and sixty subjects who were categorized in two groups. Depresse d adolescents had lower scores on emotional intelligence than did controls.Jahangard L. . Bra nd S(2012) investigate that the effect on both emotional intelligence and depres sion of training emotional intelligence in patients with BPD and DD. depression. (2009) investigated Emotional Intelligence among male and female. Ahmad. internal health locus of control. Paul Linkowski( 2012) studied that compared 50 depressed inpatients. 51 institutionalized delinq uents and 51 control adolescents regarding attachment and associated socio-emoti onal skills. higher levels of anxiety. S.. Emotional intelligence and gender dif ferences. H. Salguero & Raquel Palomera & Pablo Fernández-Berrocal (2011) analyzed the pr edictive validity of perceived emotional intelligence (attention to feelings. Positive associatio ns found between emotional intelligence and life satisfaction were consistent with previous studies. em otional clarity. optimism. investigated the associ ation between emotional intelligence and life satisfaction. Haghighi M. attention to feelings and emotional re pair significantly predicted adolescents’ psychological well-being. sleep quality p artially mediated between emotional intelligence and fatigue. Con Stough. Downey. Patients we re randomly assigned either to the treatment or to the control group. In addition. Luke A. At Time 1.Karen Hansen .Rob Stroobants. Patrick J. Rhonda F. Khan. Ahmadpanah M. Schutte (2006) examined the direct and indirect re lationships between emotional intelligence and subjective fatigue. At Time 2. Isaac Schweitzer (2008) investigate the relationship between EI and a clinical diagnosis of depression in a cohort of adults. The Results s how Higher emotional intelligence was associated with less fatigue. even when the effects of previous psychological adjustment were controlled for Marie Delhaye. anxiety. the resul ts indicated that adolescents with high scores in attention to feelings and low scores in emotional clarity and repair display poorer psychological adjustment.

& Palfai.The sample consisted of 30 diagnosed patients o f depression. there is a need to conduct a study to see whether and ho w far emotional intelligence influences the mental state of employee in call cen ters pursuits and if it does then Emotional Intelligence skills should be made imperative in the environment of employees. Total emotional intelligence and its components showed significant inverse correlatio n with depression.Syeda Shahida Batool. For followers. Significant research shows that emotional states affect the ability to p rocess information. Emotional intelligence had a weighted average association with mental health. When in re mission. less is known about the pathways that how different emotional intellige nce and depression may be associated with the workplace. This study seeks to ans wer these questions because organizational environment (call centers) comes with lots of changes and Intellectual ability is not the guarantee to professional s uccess. and emotional intelligence in particular. Turvey. and turnover intention are also supported. Julien ( 2009) recently found that a depressed per son s emotional intelligence really depended on whether the person was in a stat e of remission from the depression or actively depressed at the time. The results show that there was no significant relat ionship between demographic variables and depression. Navjot Bhullar1. Mayer. and the Trait Meta Mood S cale (Salovey. Michel and Bianchi. play a significant role in the success of senior ma nagers in the workplace. Emotiona l intelligence measured as a trait was more strongly associated with mental heal th than emotional intelligence measured as an ability. people diagnosed with depression had emotional intelligence scores simi lar to people who do not have depression. The findings provide a basis for research aimed at determining the causal rela tionship between trait emotional intelligence and health. psychosomatic health. Rooke (2007) investigated that A meta-analysis of 44 effect sizes based on the responses of 7898 participants found that higher emotional intelligence was associated with better health. The results show that the EI of foll owers affects job performance and job satisfaction. Goldman. while the EI of leaders affe cts their satisfaction and extra-role behaviour. (2002) developed a psychometrically sound and practically short EI measure that can be used in leadership and management studi es. Abraham Carmeli. Chi-Sum Wonga and Kenneth S Law1. showed that the EQ-i had a significantly stronger association with mental health than the other measures . Thorsteinsson1. Einar B. Researchers also provide exploratory evidence for the effects of the EI of b oth leaders and followers on job outcomes. NEED FOR THE STUDY However. Ruhi Khalid (2009) assessed the relationship between emoti onal intelligence and depression. Emotional intelligence emerged as a potential predictive fact or as 64% of variance in depression was accounted for by total emotional intelli gence. physical health. Hansenne. The results indicate that emotional intelligence augmen ts positive work attitudes. S ally E. So. Significant gender differe nce came into view consecutively in emotional intelligence and depression. altruistic behavior and work outcomes. and 40 aged matched controls. Nicola S. Two out of ten components of emotional intelligence appeared as salient p redictors of depression as 77 % of the variance in depression was accounted for by self regard and problem solving in a stepwise regression analysis. Depression was measured with Beck’s De pression Inventory and emotional intelligence was measured with indigenous scale of emotional intelligence. hence raising their level of organiz ational achievement by enabling them to manage their emotions well and acquire t   . the proposed int eraction effects between EI and emotional labour on job performance. 1995). (2003) studied that managerial skills in general. Schutte John M. organizatio nal commitment. and moderates the effect of work-family conflict on career commitment but not the effect on j ob satisfaction. Malouff1.

This research is p roposed in order to determine and analyze the aspect of emotional mood states du ring pregnancy period. If the present study establishes a positive relationship among the three major independent variables chosen. This present study is highly significant from both the application and theoretical perspectives.he ability to regulate their anxiety. all these th ree factors are developable qualities of an individual. Pregnancy is very challengeable period for the woman who is conceiving first time. Hence. If the hypotheses stated related to sales perform ance and personality factors like emotional intelligence. it would be of great educative value to the field of salesfo rce management. Tools . Scope and Significance of the Study The present study is carried out among the call centers to identify the relat ionship between worker’s mental state (depression) and the emotional intellige nce in workplace. Such training intervention would not only enhance the sales performance of t he executives but also reduce the rate of sales force turnover. the present study is confined to the sales executives of selected co mpanies. frustration and depression. And they are dealing with depres sion because of low emotional intelligence and workplace environment. and in turn. The sales executives who were selling only to industrial buyers were excluded from the scope ofthis st udy. appropriate training programmes can be developed for enhancing thei r El. Because of time constraint. reduce the operating cost of the sales departments.All the subjec t will belong to middle income group. The study is important from the academic or theoretical perspectives in the sen se that it gives results which are empirically valid with respect to the relationship between the sales performance and the aforementioned v ariables. that would lead to development of new performance models in the area of sales manageme nt Top of Form Bottom of Form Bottom of Form Scope of the study.El. Further . SLOe and self-esteemand also relate them positively with the sales performance. The sample will be select by convenient sa mpling method from call centres. So this research only focuses on emotional mood state s and coping strategies during pregnancy. this research will be analyzed in the context of hospital setting. There are various call centers in Delhi and many youngsters are working there in night and day shift both. th e present study is confined to the workers of selected call centers. She has to deal with different emot ional mood states. worry. which are working in a day shift and night shift Hence. which are selling either tangible or intangible products directly to the end user through sales presentations. Statement of the problem Objectives of the study Hypotheses Research Methodology Variables Independent Variable – Call centers Dependent Variable – Emotional Intelligence (II) Depression Sample The sample will consist of 120 male and female of age group 25-30. There are many aspects in pregnancy which cannot be analy zed fully in one research. who themselves are high on emotional intelligence will be aware of the emotional status of the other employee and can help them overcome n egative feelings by enhancing their emotional competency and emotional regulatio n. As mentioned during the problem formulation. SLOe and self-esteem are proved. only such employee. improving self-esteem and developing internal locus of control. Once the influence of these factors on sales performance 127 and sales executive turnover is pro ved.

All the chapter will be presented in a summary from along with conclu sion and suggestion so that the total work many be presented as a unit and may b e understood comprehensively.1. Received 4 March 2012. Issue 2.Department of Psychology. This chapter will also focus on the relevance of emotional intelli gence & depression in call center’s workers. References Magda Gryn(2010) THE RELATIONSHIP BETWEEN THE EMOTIONAL INTELLIGENCE AND JOB PER FORMANCE OF CALL CENTRE LEADERS. Emotional intell igence moderates the relationship between stress and mental health. 75. South African Journal of Industrial Psychology. received in revised form 6 Jun e 2012. After introducing the variable of th e study. Nel. 19 January 2002. In the first chapter e ntitled ‘Introduction’ needs & utility for this investigation in Indian context will be proposed. Conclusion and Suggestion’. and Jane Bajgar Measuring emotional intell igence in adolescents .C. Then follows the presentation of other findings with comparison of their relevant counterpart of the study. Publi shed thesis. Tentative Chapter SchemeThe thesis entitled --------------------------------------------------------------------------------------will comprise of six chapters.com Joseph Ciarrochi .Michael Malek-Ahmadi . . The suitable Design and Methodology will be used in thesis. The last chapter of the thesis will go with the title of ‘Summary. The Results will be in fourth chapter of the study. Fernandez . Volume 32.81. Emotional Intelligence by N. 2. accepted 7 June 2012. The second chapter will attempts at presenting the literature review of work don e in this field and will critically estimate the importance of the problem in fo cus. 2522. University of Wollongong. H (2001) The relationship between emotional intelligence and job performanc e in a call centre environment. The Role of Emotional Intelligence in Anxiety and Depression among Adolescents.idr-journal.Miguel R. Frank P Deane and Stephen Anderson (2002) . Chadha. Individua l Differences Research.30 (3). Amy Y. Joseph Ciarrochi . 2006. Lloyd. Pages 197–209 Pablo Fernandez-Berrocal*. Chan. Wollo ngong. Statistical Technique-Suitable statistical techniques will be used to analyze t he data. INDUSTRIAL AND ORGANISATIONAL PSYCHOLOGY. University of South Africa (pp 1-3). This chapter incorporates fi ndings of the study in a consolidated form. & Natalio Extremera (2006) . Personality and Individual Differences abstract.K. Discussions will be taken up in the fifth chapter. Australia Sandra J. The chapter will en d with an evaluation of the total work as related to its application. University of California. The third chapter will deal with design and methodology. vol. the ANOVA summary and the acceptance or rejection of null hypothesis.Kathleen Barclay . . Beck’s Depression Inventory will be use for collecting data. Irvine 4(1) ISSN: 1541-7 45X www. published online 06 July 2012. This chapter will attempt at the evaluation of all the ‘objectives’ set out in the chapter 3 with worthiness of the study in a scientific frame.Ma x Stanley Chartrand(2012) Emotional intelligence (EI) as a predictor of depressi on status in older adults. Rocio Alcaide. it will describe experimental details along with mentioning null hypoth esis.

Issue 6. Pakistan Journal of Social Sciences (PJSS) Vol.. Syeda Shahida Batool. Emotional intelligence and gender dif ferences.° 2. Psychiatry Research vol. Johnston . (93-98) Ahmad. Navjot Bhullar1. 22. Pakistan. Schutte John M. 31. J. Benjamin Palmer. (2003) "The relationship between emotional intelligence and wor k attitudes. The Melbourne Clinic.Rob Stroobants.Rachel Schembri . 63-68). Swinbur ne University of Technology.Personality and Individual Differences. Zarrabian MK. 1 66. Journ al of Managerial Psychology. Bra nd S Training emotional intelligence improves both emotional intelligence and depress ive symptoms in inpatients with borderline personality disorder and depression. Brain Sciences Institute. Paul Linkowski( 2012) Attachment and Socio-Emotional Skills: A Comparison of Depressed Inpatient s. Department of Psych iatry.Patrick J. No. Sarhad J. 251-259 Marie Delhaye. Pages 243–274 Hansenne. Depa rtment of Psychology University of Peshawar. Bajoghli H.1. 2009. Pages 1091–1100 José M. pp. Issue 3. Michel and Bianchi. S. Peshawar. H. Con Stough (2011) A Study About Relations hip Between Emotional Intelligence and Life Satisfaction Volume 33. University of Melbourne. Julien ( 2009) Emotional intelligence and persona lity in major depression: Trait versus state effects. (2002) The effects of leader and follower emo tional intelligence on performance and attitude: An exploratory study. Volume 6 Number 2 Original Article Article :: Page 65 Abraham Carmeli. Volume 42. Issue 6 . Luke A. (2009) EMOTIONAL INTELLIGENCE AND GENDER DIFFERENCES.Karen Hansen . No. Issue 7.the European Journal of Psychiatry volume. Luc Goossens.A. Einar B. Haghighi M. Chantal Kempenaers1. Catherine Donaldson. Ruhi Khalid (2009)Low emotional intelligence: A risk facto r for depression. Brown and Nicola S. 2 (December 2011). pp.Con Stough .Isaac Schweitzer(2008) The relationship between emotional int elligence and depression in a clinical sample. Institutionalized Delinquents and Control Adolescents. Psychiat. Virginia Tuckwell . Khan. . behavior and outcomes: An examination among senior managers". 16(3):197-204. Victoria. Thorsteinsson1.788 . [Journal Article] Int J Psychiatry Clin Pract 2012 Sep. 2 5(1): 127-130. Vol. Nov ember 2002.2 Rhonda F. University of New England Journal of Psychosomatic Research Volume 60.813 Nicola S. Vol. Bangash and S.22 no.Jahangard L. 18 Iss: 8. Victoria Eur. N. S ally E. Ghaleiha A. Malouff1. Ahmadpanah M.25. Department of Psychology. Vol. Pages 585-593. Schutte (2006) direct and indirect relationships b etween emotional intelligence and subjective fatigue. Salguero & Raquel Palomera & Pablo Fernández-Berrocal(2011) Perceived emotio nal intelligence as predictor of psychological adjustment in adolescents:a 1-yea r prospective study. Pages 921–933 Chi-Sum Wonga and Kenneth S Law1. Volume 13. issue 1 (pp. Rooke (2007) A meta-analytic investigation of the relationship between e motional intelligence and health. Downey .

(2001). & Brewer. 9. 321-324. C.     . J. Emotional Intelligence: a vital prerequisite fo r recruitment in nursing.Cadman. Journal of Nursing Management.