“A STUDY OF ROLE OF EMOTIONAL INTELLIGENCE IN

STRESS MANAGEMENT AT WORKPLACE

WITH SPECIAL REFERENCE TO SERVICE INDUSTRY IN MUMBAI DISTRICT”

A SYNOPSIS SUBMITTED TO

Yashwantrao Chavan Maharashtra Open University,

School of Commerce and Management, Nasik-422 222

OUTLINE PLAN FOR RESEARCH STUDY FOR APPROVAL OF THE TOPIC OF THE

DISSERTATION AS A POST – GRADUATE STUDENT IN PARTIAL FULFILLMENT

OF THE REQUIREMENT FOR THE AWARD OF DEGREE OF MBA (P79)

SUBMITTED BY

MS. POORVA MAHAJAN

PRN: 2021017001471673

UNDER THE GUIDENCE OF PROF. RUPESH DHRUVANSHI

STUDENT OF ANAND VISHWA GURUKUL SR NIGHT COLLEGE, THANE (W)

Study Center Code: 35312

YEAR 2022-23
 INDEX

Chapter 1 Introduction to title

Literature Review
Chapter 2

Chapter 3 Research Gap

Chapter 4 Problem of Study

Objective of study
Chapter 5

Chapter 6 Hypothesis

Chapter 7 Significance of study

Chapter 8 Scope of study

Chapter 9 Research Design

Chapter 10 Chapter Scheme

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 “A STUDY OF ROLE OF EMOTIONAL

INTELLIGENCE IN

STRESS MANAGEMENT AT WORKPLACE

WITH SPECIAL REFERENCE TO SERVICE

INDUSTRY IN MUMBAI DISTRICT”

9
 1. Introduction

What is Emotion?

According to The American Heritage Dictionary (1983) emotion is, Agitation of the passions

or sensibilities. A strong, complex feeling, as of joy, sorrow, or hate is referred as emotion.

What is Intelligence?

According to the American Heritage Dictionary (1983) intelligence is, the capacity to acquire

and apply knowledge. According to Mayer& Salovey (1997) Emotional intelligence is the

ability to perceive emotions, to access and generate emotions so as to assist thought, to

understand emotions and emotional knowledge, and to reflectively regulate emotions so as to

promote emotional and intellectual growth.

Daniel Goleman and the Hay Group have identified a set of competencies that differentiate

individuals with Emotional Intelligence. The competencies fall into four clusters:

 Self-Awareness: the ability to understand one's emotions, strengths, and weaknesses.

 Self-Management: the capacity for effectively managing one's motives and

regulating behavior.

 Social Awareness: understanding the feelings of others and why they feel and act as

they do.

 Relationship Management: the ability to get results from others and reach personal

goals.

When it comes to technical skill and the core competencies that make a company

competitive, the ability to outperform others depends on the relationships of the people

involved and this ultimately relates to the degree of emotional intelligence of its employees

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and leaders. There is a ripple effect - leaders possessing emotional intelligence will create an

effective work climate that will further develop emotional intelligence at the subordinate

levels. Studies show that outstanding organizations that employ individuals with a high

degree of emotional intelligence have the following in common:

 Organizational commitment to a basic strategy

 Collaboration, support and sharing resources

 Initiative to stimulate improvements in performance

 Innovation, risk taking and learning together

 Open communication and trust-building with all stakeholders

 A passion for competition and continual improvement

 Building relationships inside and outside that offer competitive advantage

 A balance between the human and financial side of the organization‟s agenda

Research shows that for jobs of all kinds, emotional intelligence is twice as important as IQ

plus technical skills. Emotional intelligence is more than 85% of what sets star performers

apart from the average.

The more complex a job is, and the higher the authority it holds, the greater the impact of

outstanding performance on the bottom-line. Top managers can add or destroy huge

economic value and the higher the level the higher the leverage - so the higher the impact.

We are talking about "hard" results such as improved profitability, higher productivity,

increased sales and lowered costs, as well as the "softer" results: increased morale and

motivation, greater co-operation, lower turnover and greater retention of talent.

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Emotional IQ and the Workplace

Emotional intelligence of an individual can enhance their abilities. A person with high

emotional intelligence would work well in people oriented fields. Also, those interested in

careers in management or executive positions need to have excellent skills in these areas.

Regardless, all workplace environments function more soundly when those in the system

understand and have higher emotional intelligence. Improving workplaces ability in this area

might improve the environment in the workplace.

Stress at Workplace

The workplace had become a high stress environment in many organizations cutting across

industries. Employees were experiencing high level of stress due to various factors such as

high workload, tight deadlines, high targets, type of work, lack of job satisfaction, long

working hours, pressure to perform, etc. Interpersonal conflicts at the workplace, such as

boss-subordinate relationships and relationships with peers, were also a source of stress.

Experts believed that the dysfunctional aspects of stress could directly impact an

organization‟s performance and also affect the well-being of its employees. Stress at the

workplace was linked to absenteeism, higher attrition, and decreased productivity. Stress led

to fatigue, irritability, poor communication, and quality problems/errors.

High stress levels also affected the morale and motivation of the employees. Prolonged

exposure to stress without effective coping mechanisms could lead to a host of physical and

mental problems. For instance, stress could lead to stress-induced gastrointestinal problems,

irritable bowel syndrome, acidity, acid reflux, insomnia, depression, heart disease, etc.

Moreover, stress could push the victim toward high risk behavior such as smoking, drinking,

and substance abuse. Stress-related illness led to increase in absenteeism and attrition

affecting the profitability of the organizations.

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Even in India, organizations had woken up to this menace and were resorting to novel

methods including teaching the employees dancing and music, trekking, etc, to reduce stress

at the workplace. For instance, Tata Consultancy Services Ltd. had started different clubs like

Theatre Club, Bibliophile Club, Adventure & Trekking Club, Fitness Club, Sanctuary Club,

Music Club and Community Services Club, etc. Infosys Technologies Ltd. focused on

increasing self-awareness and provided the employees with guidance on how to cope with

stress through a series of workshops by experts.

In addition to conducting stress management workshops, organizations were also conducting

off-site picnics, games, and inter-departmental competitions. Some companies were also

using a system of mentors and promoted open communication to improve interactions and

camaraderie at the workplace. Employees in most of the established companies had access to

in-house counseling centers. Some companies had also employed nutritionists to provide

healthy food at the office canteens and counsel the employees on healthy eating habits and

lifestyle. Some companies were also considering employing psychologists to counsel their

employees.

Experts felt that organizations were resorting to creative methods to address the issue of

stress at the workplace, but more action was required on this front, both in terms of

assessment of the situation and implementation of concrete steps to tackle the problem.

Stress does not have the same impact on every one. There are individual differences in coping

with stressful situations. Some people go to pieces at the slightest provocation; while others

seem unflappable even in extremely stressful conditions It is here Emotional Intelligence

(EQ) come to our rescue and guide us to respond appropriately to different stressors.

Some people thrive on stressful situations while others are over whelmed by them. What

accounts for the varying ability of people to handle stress? Needs to say its your Emotional

response to a particular situation that makes the difference. EQ helps you to cope with

13
stressful situations. Stress Management therefore largely depends upon striking on emotional

balance between a potential stress condition and persons reaction to it.

This study focuses on to identify the relationship between the emotional intelligence and the

stress management ability of an individual and thereby focuses on the role of emotional

intelligence in stress management.

2. Literature Review

1. Cary Cherniss, Daniel Goleman,(1987),Bringing Emotional Intelligence to the

Workplace: A Technical Report , Consortium for Research on Emotional Intelligence

in Organizations , pp 1-34.

Current interest in "emotional intelligence" has raised the question of whether it is possible to

improve the social and emotional competence of adult workers. Research in training and

development, sports psychology, and behavior change suggests that it is possible, but the

typical approach used in corporate training programs usually is flawed. Social and emotional

learning is different from cognitive and technical learning, and it requires a different

approach to training and development. This report presents 22 guidelines for developing

emotional intelligence in organizations, based on the best knowledge available on how to

promote social and emotional learning. The guidelines suggest that the preparation and

transfer-and maintenance phases of the training process are especially important.

Organizations increasingly are providing training and development that is explicitly labeled

as "emotional intelligence" or "emotional competence" training. However, the guidelines

presented here apply to any development effort in which personal and social learning is a

goal. This would include most management and executive development efforts as well as

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training in supervisory skills, diversity, teamwork, leadership, conflict management, stress

management, sales, customer relations, etc.

2. Byron Stock, Developing Emotional Intelligence: An Approach to Stress

Reduction http://www.buzzle.com/articles/developing-emotional-intelligence-an-

approach-to-stress-reduction.html

Encountering dozens of stressful events in any given day, individual lives under a constant

assault of stress chemicals and hormones. And whether the stressful event is significant or

minor, the body reacts in the same way. In fact, it may well be this constant barrage of

stressful events that result in increased adrenaline, heart rate, blood pressure and cortisol that

is more harmful than one big event. For this reason, individual need to reduce stress as it

occurs as opposed to waiting until the end of the day, or the weekend or a planned vacation.

Thus thereis a need of proven and effective techniques that can be used anywhere and

anytime, enabling individual to transform negative emotions as they arise. Emotional

intelligence techniques are the best solution. People participating in Emotional Intelligence

programs have been able to reduce the physical symptoms of stress by applying a deceptively

simple technique, transforming negative emotions as they occur. Author talks about the

various techniques to reduce stress.

3. Stéphane Côtéchristopher T. H. Miners(2006), Emotional Intelligence,Cognitive

Intelligence, and Job Performance, Administrative Science Quarterly, 51 , pp 1–28.

This paper examines how emotional intelligence and cognitive intelligence are associated

with job performance. They have developed and test a compensatory model that posits that

the association between emotional intelligence and job performance becomes more positive

as cognitive intelligence decreases. The results of a study say that, the employees completed

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tests of emotional intelligence and cognitive intelligence, and their task performance and

organizational citizenship behavior were assessed by their supervisors. Hypotheses from the

model were supported for task performance and organizational citizenship behavior directed

at the organization, but not for organizational citizenship behavior directed at individuals.

4. Rooprai K. Y. Managing Stress and Anxiety at workplace Proceedings of

ASBBS, Volume 16 Number 1pp 1-12.

Recent research indicates that emotions play an integral part in Managing stress and Anxiety

at workplace. This paper highlights the need of emotional intelligence as an overarching

concept to the Management of Stress and Anxiety. The researcher examines two null

hypotheses that investigate the measurement of emotional intelligence as a predictor in

managing Stress and Anxiety. Emotional Intelligence Scale, Stress Inventory and General

Anxiety test were used for the measurement of all the variables. Results indicate that there

was a significant relationship between Emotional Intelligence and the variables of Stress and

Anxiety.

Jagtap P R (2015).‟Predictors of Early Adolescent Girls „Achievement motivation‟ studied

that the predictors of achievement Motivation of early adolescent girls-soio- economic status,

intelligence and academic achievement. Results of multiple regression revealed that academic

achievement was significant predictor of achievement motivation.

Yussof Y M (2013).‟Students‟ Reading Comprehension Performance with emotional

Literacy-Based Strategy Intervention. „says that an effective reading comprehension process

demands a strategy to enhance the cognitive ability to digest text information in the effort to

elicit meaning contextually. The objective of this research is to study the effectiveness of

ELBRCS in enhancing students „reading comprehension mastery. The implication towards

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research findings is that the emotional Literacy Based Reading Comprehension Strategy can

be used for increasing the mastery on reading comprehension.

Jaayawardena L N A C (2012). „Assessing The Emotional Intelligence of Sri Lankan High

School Students: A Case Study‟. The study conducted in SriLanka, Jayawardena focused to

assess the Emotional Intelligence level of high school students. Research has observed a

relationship between EI and Academic success, above and beyond measures of cognitive

ability and personality. This study will focus further on the academic progress of Sri Lankan

high school students.

Petrides K.V et al (2002). „The role of trait emotional intelligence in academic performance

and deviant behaviour at school. „The study was conducted under the auspices of the

Buckinghamshire County Council Educational Authority ( U.K).The aim of this paper is to

evaluate a series of hypothesis concerning the potential role of trait EI in academic

performance and deviant behaviour at school.

Ogundok M.O (2010).‟Emotional Intelligence And Academic Achievement: The

Moderating Influence of Age, Intrinsic And Extrinsic Motivation.‟ The study examined the

moderating influence of emotional intelligence, age and academic motivation on academic

achievement of Secondary School Students. This study adopted a survey research design in

order to explore the prediction of academic performance from emotional intelligence and

academic motivation (intrinsic & extrinsic motivation) of students. The result predicted that

Emotional Intelligence, age and Academic Motivation were potent predictors mildly

associated to academic achievement.

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Fabian A C G et al(2014). „Multiple Intelligences: Learners VS Teachers.‟ The study

investigated the relationship of the multiple intelligences of the Bachelor of Secondary

Education students and their teachers in their major subjects. It also suggests that the students

may have the same intelligence as for their teachers in some aspects but they differ in rank

order.

Samaie. M & Sepahmansour (2015).‟The Relationship Between Dogmatism and Emotional

Intelligence with psychological well-Being.‟ The aim of the present study is to explore the

relationship between 347 of the female students in last years of Secondary school have been

selected with the help of multistage sampling method and have completed Rey‟s dogmatism

scale (1970), Goldman‟s emotional intelligence scale (1995). Emotions and feelings form

essential part of human life, So that the Depiction of life without it is difficult.

Sandhu S S Dr (2014). „Academic Achievement of Adolescents in Relation To Their

Emotional Intelligence.‟ The study was conducted to find the relation of academic

achievement of adolescents with emotional intelligence and study habits. Study habits are

strongly related to academic achievement. The findings will help teachers and the parents to

understand the importance of good, congenial, enriched school or home environment and

healthy relations in reducing emotional instability among students.

Mishra S & Laskar J H (2013). „Emotional Intelligence of Teachers Teaching At

Secondary and Senior Secondary Schools.‟ The aim of study is to assess the Emotional

Intelligence of teachers teaching at Secondary and Senior Secondary levels. Result was

presented under two sections namely organisation of data and statistical analysis procedure

adopted for interpretation of the findings. They have concluded that teacher should

understand and learn

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how to channelize his own emotions and other attributes as well as the same of pupils in the

teaching learning process.

Wadhwani . P (2015).‟IQ, EQ or SQ : Searching the Most Crucial Dimension of Intelligence

as a Predictor of psychological Risk and Change Proneness.‟ The objective of the study is to

study the joint and individual contribution of Rational Intelligence. Emotional Intelligence

and Spiritual Intelligence in predicting Psychological Risk and change proneness of Teachers

Separately. Results emerged suggest that jointly all the predictors have a significant

contribution but individually Emotional and Spiritual Intelligence are significant contributors

in predicting pivotal criterion variables for the well-being of the teacher.

3. Research Gap
Limited work has been carried out on Emotional Intelligence aspect of service industries in

Mumbai. This study will cover holistic and multiple aspect of awareness of Emotional

Intelligence, as well as its influence and impact on the service industry in Mumbai District.

4. Problem of the study:

Since our day to day activities are highly influenced by our emotions, the effective

understanding and usage of the emotions could lead to the outstanding performance in every

aspects of the life. Individual being more at competitive edge are usually preoccupied with

stress, which make them emotionally weak, and when unsuccessful in achieving their targets,

this deteriorates their work performance.

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In the current competitive environment where employees are expected to perform multi roles

with efficiency and effectiveness, it is highly needed to develop their right attitude and

emotional intelligence towards the unseen complexities of life and quality education. As

emotional intelligence is a subset of social intelligence with the ability to understand and

monitor one‟s own feelings and others too which allows the employees to mine the required

data for his achievement. The emphasis of this paper was to determine the factors which are

affecting the development of emotional intelligence and its role in organizational

achievement of employees.

This project studies the various aspects of emotional intelligence. In this research data will be

collected to find out the correlation between emotional intelligence and organizational

achievement

The project concentrated on emotional intelligence among the employees in service sector

industries in Mumbai. The following points were taken into consideration:

 The data collected was analyzed on the principles of objectives of the project.

 Recommendations are suggested to increase and improve the Emotional

Intelligence

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 5. Objectives of the Study:

1. To understand the concept of emotional intelligence.

2. To study the emotional intelligence of the individuals in an organization

3. To study the role of emotional intelligence in stress management.

4. To examine the relationship between emotional intelligence and stress

management

6. Hypothesis:

Hypothesis 1:

H1: The emotional intelligence will correlate negatively with stress.

H0: The emotional intelligence will not correlate negatively with stress.

Hypothesis 2:

H0: There is no significant impact of emotional intelligence on managing stress

H1: There is significant impact of emotional intelligence on managing stress.

Hypothesis 3:

H0: There is no significant relationship between emotional intelligence of the individuals in

the organization.

H1: There is significant relationship between emotional intelligence of the individuals in the

organization.

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 7. Significance of Study
As emotional intelligence is not only a part of employees life or on the world of organization

it is also becoming a significant factor of one‟s recruitment in corporate life and in social life

too, which is beyond his academic achievement. The corporate world is recruiting leaders

who display EI. The practice of reflective thinking is a powerful tool in bringing about

understanding, competency and mastery into one‟s life. It is suggested to education world

that mentors should now focus on the factors revealed in the study to develop highly

emotionally intelligent youth to with such competencies where the academic achievement

and social intelligence can be achieved and applied as well at the most. Emotional

Intelligence is not sufficient to create optimal outcomes for youth. However, the way

emotional intelligence is used, both by youth and those who support them has a powerful

effect on the employee‟s lives.

8. Scope of Study:
The scope of the study is limited to the study of Employee‟s from Service Sector Industries

in Mumbai. It is to study the roles of emotional intelligence in influencing organizational and

social success. Future studies can be directed to study the role emotional intelligence in

anxiety management in Organizations.

9. Research Design of the Study:

“Research design is the conceptual structure within which research is conducted. Research

design indicates the blueprint for the collection, measurement and analysis of the data. The

design includes an outline of what the researcher plans and frames the research work. It

22
explains how samples are selected, sample size is determined, how data is collected, and

which statistical methods are used for data analysis”. (Kothari C.R., 2004)

The research methodology of the study consists of:

a) Universe of Study:

b) Procedure of sample selection

c) Reference Period

c) Sample Size

d) Sources of Data Collection

e) Statistical tools and techniques

9.1 Universe of Study:

The study will be carried out in Mumbai district which is situated in western part of

Maharashtra.

9.2. Procedure of Sample Selection:

For the selection of respondent first Stratified Purposive Sampling will be done.

9.3. Reference Period:

For the purpose of literature review all the research done on emotional intelligence till date

will be considered. For the purpose of research study researcher will collect secondary data

and primary data.

9.4 Sample size:

For the better assessment of the study 300 samples will be chosen for statistical analysis and

it will be selected through Stratified Purposive Sampling.

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9.5. Sources of Data Collection:

Primary Data:

Primary data in this study was collected through by means of questionnaire and face-to-face

interview. The questionnaires will be provided to a sample size of about 300 Employees from

Service Sector Industries from Mumbai district. The questionnaire will mainly be focused on

both the questions of Emotional intelligence and its influence on the Organizational as well as

social success of the employees. This analysis will be followed by the interpretation of the

data by means of various pie-charts and pictorial representation and other mathematical

computation like correlation.

Secondary data:

The secondary data in this study is collected from various sources like:

 Books, magazines and newspapers.

 HRM Journals.

 Other internet sources.

 Websites.

9.6. Statistical Analysis:

Both the qualitative and quantitative data will be analyzed in the backdrop of the research

objectives. Quantitative data will be tabulated and statistically analyzed using SPSS software.

Qualitative data will be interpreted based on information collected from the field. Descriptive

statistics, graphical presentation, tables, charts, t-test, ANOVA can be applied on variables.

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 10. Chapter Scheme:
Chapter 1- Introduction

Chapter 2- Problem, Objective, Hypothesis, Limitations of the Study

Chapter 3- Review of Literature-Brief review

Chapter 4- Study of Emotional Intelligence and its influence on Employee‟s

Social and Organizational success- Theoretical Background

Chapter 5- Research Methodology

Chapter 6- Data Analysis and Interpretation

Chapter 7- Findings, Conclusion and suggestions:

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Personality, 9, 195-211 (1990)

 Goleman D., Working with Emotional Intelligence, New York: Bantam Books,

(1998)

 Salvia J. and Ysseldyke J. E., Assessment (8th ed.), New York: Houghton Mifflin,

(2000)

 Bar on R., Emotional and Social Intelligence: Insight from the emotional quotient

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Academic Achievement, Pak. J.Edu., XX(I) (2003)

 Goleman D., Emotional Intelligence at Work, New York, Bantam Books, (1995)

25
 Elias M.J., Gara M., Schuyler T., Brandon-Muller L.R. and Sayette M.A., The

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Pepperdine University, (2007)

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 Azizi Yahaya-et-al, Faculty of Education, University Technology Malaysia, Archives

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