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ABSTRACT
This research examinethe relationship between Emotional Intelligence and Employee Productivity (A Survey of Selected Commercial Banks in Rivers State). The objectives of the study are to determine the relationship between emotional intelligence and Employee Productivity and also to determine the relationship between self- regulation and self-awareness and employee Productivity. A lot of literatures significant to the study by different authors were reviewed by the researcher. The study utilized a survey research design in which population which consists of all staff of Selected Commercial Banks in Rivers State.a total of 91 workers. The sample was driven from the population using Taro Yamene formula for sample size determination with 5% confidence level in which a total of 74 employees was driven out of the population and questionnaires administered according to the sample. The questionnaire was designed to evaluate the extent to which emotional intelligence influence employeeproductivity of Selected Commercial Banks in Rivers State. Data collected were presented using tables and analyzed using simple percentage. The study found that, self-regulation and self-awareness has a positive effect on employee productivity. Therefore, it is recommended amongst others that; Management of commercial banks should train their employees in developing self-awareness and self-regulation skills. That is, know customers’ and one’s emotions.
TABLE OF CONTENTS
Title Page – – – – – – – – – – I
Declaration – – – – – – – – – – Ii
Certification – – – – – – – – – Iii
Dedication – – – – – – – – – Iv
Acknowledgements – – – – – – – – V
Abstract – – – – – – – – – – Vi
Table of Content – – – – – – – – Vii
CHAPTER 1: INTRODUCTION
1.1 Background of the Study – – – – – – – 1
1.2 Statement of the Problem . – – – – – 5
1.3 Objectives of the Study – – – – – – 6
1.4 Research Questions – – – – – – – 7
1.5 Significance of the Study . – – – – – 7
1.6 Scope of the Study . – – – – – – 8
1.7 Limitation of the Study – – – – – – 9
1.8 Definition of Terms – – – – – – 10
CHAPTER 2
LITERATURE REVIEW
2.1 Conceptual Framework – – – – – – 11
2.2 Theoretical Framework – – – – – – – 24
2.3 Empirical Review of Related Literature – – – 31
CHAPTER 3
RESEARCH METHODOLOGY
3.1 Research Design – – – – – – – 35
3.2 Population of the Study – – – – – – 35
3.3 Sample and Sampling Technique – – – – 35
3.4 Questionnaire Design – – – – – – 37
3.4 Method of Data Collection – – – – – – 38
3.6 Method of Data Analysis – – – – – – 38
3.7 Reliability and Validity – – – – – – – 38
CHAPTER 4
DATA PRESENTATION AND ANALYSIS
4.1 Data Presentation – – – – – – – 40
4.2 Data Analysis – – – – – – – 43
4.3 Discussion of Findings – – – – – – 45
CHAPTER 5
SUMMARY, CONCLUSION AND RECOMMENDATIONS
5.1 Summary – – – – – – – – 48
5.2 Conclusion – – – – – – – – 49
5.3 Recommendations – – – – – – – 50
References – – – – – – – – – 51
Appendix I – – – – – – – – – 54
Appendix II . – – – – – – – – 55
CHAPTER 1
INTRODUCTION
1.1 Background of the Study
Organizations are made up of people with feelings, beliefs, culture, and needs, and to relate with them satisfactorily and avoid conflict in the work place regularly, one has to be emotionally intelligent. Managers have to understand the feelings of their subordinates, their reasoning and their thinking; they have to anticipate their actions and reactions in every given situation and they need to be intelligent emotionally to do so. This was corroborated by Rosete and Ciarrochi (2005) when they made the statement that managers high on comprehending their own feelings and that of their subordinates are more likely to achieve business success. Questions have often emanated about why it is that many of those who show outstanding knowledge academically or the best graduates in schools find it difficult to progress in life and in the work place, and the answer has almost always been that they are low on Emotional intelligence (EI). This was seen when Mayer and Caruso, (2002) observed that Emotional Intelligence plays a vital role in individuals professional, home and personal lives as the relationships people form are regulated by the rules of behaviour that are prompted by the emotions.
Emotional intelligence (EI) is ground-breaking, paradigm-shattering, and one of the most influential business ideas of the current era (Goleman, Boyatzis, & McKee, 2013). Emotional intelligence as the ability of a person to monitor one’s own and other people’s emotions, to discriminate between different emotions and label them appropriately, and to use emotional information to guide thinking and behavior (Goleman, 1996). Organizations consider emotional intelligence as an important skill due to its significant impact on various aspects of the business community, especially employee development, employee performance, and productivity (Goleman et al., 2013).
At present, organizations are focusing on emotional quotient (EQ) rather than a mere focus on intelligent quotient (IQ) of potential job incumbents along with academic credentials and work experience (Qualter& Pool, 2018). Goleman (2001) recommended managers to enhance emotional intelligence in employees for getting a higher level of performance at the workplace. In the similar context, recent studies found emotional intelligence as a significant skill boosting job performance (Rexhepi&Berisha, 2017). Therefore, emotional intelligence has caught the attention of the scholars with respect to the construct, context and impact. As compared to previous practices in two recent decades, the scholars not only have put greater emphasis on markers of emotional intelligence but also have developed methods, techniques and interventions to teach, learn and enhance it.
Emotional intelligence (EI) has gained the significant consideration from industry experts and intellectuals equally during last recent years. This personality related factor has been largely argued by educationist in the domain of behaviour and management sciences (Pradhan and Nath, 2012; Shapiro, 1997; Weisinger, 1998). EI has emerged as an influential personal trait from both academic and business research perspective (Brackett et al., 2011; O’Boyle et al., 2011; Schlaerth et al., 2013). Emotional intelligence is described as introspecting self and others’ expression of emotional state while realizing the differences among these two and considering these differences to regulate their own behaviours and cognitions (Salovey and Mayer, 1990). Emotions and feelings are the inherent aspect of organisation but limited research is conducted on the emotions at workplace (Bande et al., 2015).
Even with the emerging importance of EI, fewer studies are available that examine EI as an antecedent of both individual related outcomes (Maini et al., 2012; Meisler, 2013) and organisation related outcomes (Jordan and Troth, 2011; Law et al., 2008).
Furthermore, earlier scholars paid attention to measure the association of EI and job related outcomes directly; neglecting the underlying pathways (mediators) through which EI effect behaviour (Law et al., 2004; Day and Carroll, 2004; Mikolajczak et al., 2007). Studies cited that there is considerable influence of Emotional intelligence on various individual level job related attitudes and behaviours including satisfaction with job, job performance, intentions to leave, organizational commitment, organizational citizenship behavior which in turn affects employee performance and productivity (Jung and Yoon, 2012; Meisler and Vigoda-Gadot, 2014; NaderiAnari, 2012).
1.2 Statement of the Problem
The employment procedures in almost every establishment require that applicants go through various rigorous tests to get employed. The banking sector in Nigeria is a very vibrant sector; they take the recruitment process very serious. Access bank, GT Bank and First Bank is amongst the leading Banks in Nigeria, so their recruitment processes are very thorough. They use different kinds of tests and interviews in selecting their employees. Almost all these tests however, are centered on measuring academic intelligence; that is, the intelligent quotient of the individuals, their graduation grades and their work experience. Little is done to ascertain the intelligence of these prospective employees emotionally, and so, the organization is made up of employees with excellent track records academically but may score very low in emotional intelligence. This seems to be the reason for frustration amongst employees, low morale, low team spirit and shattered group cohesion and low job satisfaction. Also, such organization will be bedeviled with a lot of employee turnover issues because nobody understands each other nor do they try to. Little is done with respect to making the employees realize that relationship is as important in the work place as work itself, hence, the formation of informal groups in the organization is frowned at by management of the focused banks instead of being encouraged. To management, the informal organizations are formed with the sole aim of fighting management or demanding for increased pay and shorter working periods. This creates bad blood between employers and employees which eventually manifest in reduced productivity by the employees and ultimately poor performance by the organization. In the final analysis, the above scenario is to result in low profit, reduced market share and poor public image for the banks.
1.3 Objectives of the Study
The objective of this study is to examine the relationship between emotional intelligence and employee productivity of deposit money banks in Rivers State. The specific objectives of the study are to:
• To determine the relationship that exists between self-regulation and employee productivity.
• To evaluate the relationship between self-awareness and employee productivity.
1.4 Research Questions
The following are the research questions formulated for the purpose of this study. They are made to go in line with the objectives of the study.
• To what degree does self regulation affect employee productivity?
• To what extent does self-awareness impact on employee productivity?
1.5 Significance of the Study
This study examines the impact of emotional intelligence on employees’ productivity in the Nigerian banking industry. The study will have great impact on the management of banks and also show the relevance of emotional intelligence on the productivity of banks’ employees.
This study on emotional intelligence in the banking industry helps to identify some of the problems of customers which are attributable to lack of emotional intelligence in the industry.
The study provide ways in which bank employees assist their customers since the study will help the banks managers to train their staff on how to attend to customers.
Other business organizations in the country will also benefit from this study because it will help them to realize that emotional intelligence is a kind of tool and asset in the organization, which enables the employees to work in harmony and the organizational productivity will increase as well.
The study will also be useful to management students and researchers who will carry out further research on this topic.
1.6 Scope of the Study
The study is delimited under the following heading: content scope, geographical scope, and unit of analysis.
Content Scope: The content scope of this study involves an investigation to ascertain the relationship between emotional intelligence and employee productivity. The independent variable is emotional intelligence measured by empathy, self-regulation, and relationship management. While the dependent variable is employee productivity measured employee effectiveness, efficiency, and commitment.
Geographical Scope: This study is delimited in commercial banks in Rivers State.
Unit of analysis: The unit of analysis in this research involves staff of some selected commercial banks in Rivers State which include Access Bank, GT Bank, and First Bank.
1.7 Limitations of the Study
The major limitations that we encountered in the course of carrying out this research study, was the short time frame, coupled with the tight academic time table, which prevented a very comprehensive study.
Lack of adequate funds was also a major impediment to the study as funds was not always available to us at the time it is needed and therefore caused a slowdown in the process.
Another limitation encountered by the researcher was the difficulties in obtaining enough materials and information relating to the topic under study as materials was few.
1.8 Definitions of terms
Self- Awareness: Self-awareness consists of emotional abilities that enable us to be more effective and form outstanding relationships in the work place. Self -awareness is the ability for one to recognize his or her emotions and their effects. Studies suggest that people who are aware of their emotions are more effective in their jobs.
Self-Regulation: This involves handling our emotions so that they facilitate rather than interfere with the task at hand; having conscientious and delaying gratification, to pursue goals; recovering well from emotional distress.
Market Share: Market share brings the additional dimension of industry sales and consequently, of competitive performance. Market share is said to be a key indicator of market competitiveness—that is, how well a firm is doing against its competitors.
Profitability: It reveals the firm’s ability and capacity to generate earnings at a rate of sales, level of assets and stock of capital in a specific period of time.
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