Made available in DSpace on 2015-03-05T19:36:35Z (GMT). No. of bitstreams: 0 Previous issue date: 20 / Nenhuma / Estudos científicos sobre as emoções despertam interesse por interpretarem fenômenos em torno do comportamento humano. Nesse contexto, ganha destaque o modelo quadrifatorial de Inteligência Emocional (IE), que considera a IE um conjunto de habilidades para compreender emoções e fazer seu uso de forma mais efetiva e consciente nos relacionamentos. Mais comumente associada a estudos de condições clínicas crônicas, a Qualidade de Vida contribui para adicionar as dimensões física, psicológica, social e ambiental dos sujeitos ao contexto de análise. O objetivo deste estudo foi o de avaliar a inteligência emocional de líderes organizacionais e possíveis relações com a qualidade de vida destes. A amostra foi composta de 30 lideranças organizacionais, sendo metade homens e metade mulheres. Foram utilizados os testes Mayer, Salovey e Caruso Emotional Intelligent Test - MSCEIT e o QV / OMS Simplificado. Os resultados apontaram para algumas diferenças de gênero e idade. Mulheres em posição de liderança são mais insat / Scientific studies about emotions arouse interest for interpreting events around human behavior. In this context, emerges de Four-Branch Model of Emotional Intelligence (EI), that considers EI as a group of abilities to understand emotions and use them at relationships in more effectively and conscious way. More often associated to health care studies, the Quality of Life concept contributes to understand different dimensions – physic, psychological, social and environmental – at the subjects’ analysis. The purpose of this study is to assess managers´ EI and to investigate its correlation with their quality of life. The sample was composed of 30 subjects (15 men – 15 women). The instruments used were the MSCEIT (Mayer-Salovey-Caruso Emotional Intelligence Test) and the WHOQOL - Brief (World Health Organization Quality of Life Questionnaire – Brief version). The results showed some gender differences. Women in leadership position are more unsatisfied with their quality of life than man and the younger leader

Previous studies related to manager effectiveness and organizational culture have determined that emotional intelligence (EI) is a critical predictor of intercultural adjustment and business success. However, few investigators have examined the relationship between EI and nationality differences. In today's globalized business environment, such understanding is crucial to the development of more effective leadership programs for international workers. This quantitative study explored the degrees to which the EI of organizational managers varied across nationalities. A theoretical framework, provided by several theories related to personality, leadership, and types of intelligence, created a lens through which to analyze study results. The Trait Emotional Intelligence Questionnaire-Short Form was used to gather data on EI from a random sample of over 200 company leaders. At least 40 participants from each of 5 countries-Canada, Mexico, Slovakia, Turkey, and the United States-were included. The research question was tested using analysis of variance to determine any role of nationality in the EI of company leaders. Findings suggested there was no relationship between nationality and EI. This study contributed to the leadership field by indicating direction for future research. Results suggested that a more effective leadership training model may emphasize cultural factors, rather than nationality. It may also be important to consider how required leadership skills differ between domestic and international employees. A revised model may serve as a guide in the development of tools for educators, trainers, and students working in the modern business world.

Frontline client service workers are central to the service elements of any small and medium enterprise. People who have much customer or client contact are seen to be subject to stronger emotional display rules. These display rules may result in compromising the psychological and/or physical health of workers, because they often lead to a disturbing dissonance between felt emotions and the emotions one must exhibit. It is, therefore, of vital importance for service workers to exhibit Emotional Intelligence, which will enable them to manage both their own emotions and their interactions with other people. Their inability to do so may result in stress as well as physical and emotional exhaustion, also known as Burnout. The objective of this research was to determine the relationship between Emotion Work, Emotional Intelligence, Well-being and Social Support of client service workers within small and medium enterprises, A cross-sectional survey design was used. An availability sample was taken from small and medium enterprises employing client service workers in the Mpumalanga Province (N = 145). The Greek Emotional Intelligence Scale (GEIS), Frankfurt Emotion Work Scales (FEWS), Utrecht Work Engagement Scale (UWES), Oldenburg Burnout Inventory (OLBI) and Social Support Scale, as well as a biographical questionnaire were used as measuring instruments. Cronbach alpha coefficients, factor analysis, inter-item correlation coefficients, Pearson product moment correlation coefficients, stepwise multiple regression analysis, and Multivariate analysis of variance (MANOVA) were used to analyse the data. Principal component analysis resulted in a one-factor solution for Engagement labelled Work Engagement, and a two factor solution for Burnout namely: Disengagement and Emotional Exhaustion. Regarding Social Support, a three factor model was extracted namely; Social Support - Co-worker, Social Support -Supervisor and Social Support - Family. A three factor model was extracted for Emotion Work namely: Emotional Dissonance, Display of Client Care and Extent of Client Interaction. A four-factor solution was extracted for Emotional Intelligence namely: Emotional Expression/Recognition, Use of Emotions to Facilitate Thinking, Control of Emotion as well as Caring and Empathy. An analysis of the data indicated that all of the correlations between the different constructs mentioned below are statistically and practically significant, Disengagement was positively related to Emotional Exhaustion and negatively related to Emotional Expression/Recognition, Emotion Use to Facilitate Thinking and Work Engagement. Emotional Exhaustion was positively related to Emotional Dissonance and negatively related to Emotional Expression/Recognition. Emotional Dissonance was positively related to Display of Client Care, while Display of Client Care was positively related to Extent of Client Interaction, as well as Caring and Empathy. Emotional Expression/Recognition was positively related to both Emotion Use to Facilitate Thinking and Work Engagement. Emotion Control was positively related to Emotion Use to Facilitate Thinking, while it in turn was positively related to Work Engagement. Finally, Social Support from Co-workers was positively related to Social Support from Supervisors and Family, and Social Support from Supervisors was positively related to Social Support from Family. A multiple regression analysis indicated that Emotion Work, Social Support and Emotional Intelligence predicted 29% of the variance in Work Engagement, 30% of the variance explained in Disengagement and 37% of the variance in Emotional Exhaustion. A multivariate analysis of variance (MANOVA) which was used to determine differences between the departmental, age, race, qualification, language and gender groups with regard to Emotion Work, Emotional Intelligence, Well-being and Burnout, indicated no statistical significant differences (p < 0,05). The results indicated a correlation between Emotional Intelligence, Emotion Work and Well-being factors. Emotional Intelligence factors predicted Work Engagement and Emotion Work predicted Emotional Exhaustion. Recommendations were made for the profession of client service work in small and medium enterprises, as well as for future research purposes. / Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2008.

The relationship between emotional intelligence (EI) and psychological well–being has been empirically and theoretically elaborated. This suggests that highly emotional intelligent individuals are likely to experience higher psychological well–being if compared to individuals with lower EI (Gallagher & Vella–Brodrick, 2008; Mikolajczak, Nelis, Hansenne, & Quoidbach, 2008; Mavroveli, Petrides, Rieffe, & Baker,2007; Schutte, Malouff, Thorsteinsson, Bhullar, & Rooke, 2007; Zeidner, Matthews, & Roberts, 2009). On the other hand, the role of gender has been found to be influential as well as contradictory in both EI and psychological well–being. Gender has been shown to differentially influence both emotional intelligence and psychological well–being (Castro–Schilo & Kee, 2010; McIntryre, 2010; Schutte, Malouf, Simunek, McKenly & Holland, 2002;Thomsen, Mehlesen, Viidik, Sommerlund & Zachariae, 2005). Therefore, the aim of this study was to explore the role of gender as moderator in the relationship between emotional intelligence and aspects of psychological well–being (positive affect, negative affect and satisfaction with life). EI was measured with the Emotional Intelligence Scale (Schutte et al., 1998) while psychological well–being was measured with the Satisfaction With Life Scale (Diener, Emmons, Larsen & Griffen (1985) and the Affectometer 2 (Kamman & Flett, 1983). A cross–sectional survey design based on the study by Williams, Wissing, Rothmann and Temane (2009) was implemented after informed consent had been obtained. A sample of 459 participants consisting of both males (n= 59.5%) and females (n=32.9%) with an average age between 25 to 44 years. A 2–step hierarchical regression analysis was conducted to determine, in the first place, the influence of EI on psychological well–being, followed by the interaction between gender and EI. The findings indicate that gender moderated only the relationship between EI and negative affect. The influence of EI on the two dependent variables, namely positive affect and satisfaction with life, was not moderated by gender. The conclusion is thus made that gender’s role as a moderator between EI and psychological well–being is evaluated only between EI’s ability to reduce the perception and experience of negative components on one’s life. Limitations of the study include the use of a cross–sectional design that lacks continuous monitoring of variables across time. The use of self–report measures indicating only subjective self–report by the participants themselves without other triangulating or collateral information is another limitation. As well as the lack of control for other moderator variables such as age, urban–rural context, and educational attainment that may play a role, but have not been taken into account. Future research can investigate other possible predicting variables (e.g. interpersonal relationships, social skills, coping and social support) on gender as moderator. These predicting variables can possibly explain additional variance in psychological well–being. The outcomes of the moderating role of gender in the relationship between EI and psychological well–being can be investigated by means of alternative measures that would explore the different levels of functioning along the mental health continuum for males and females alike. / Thesis (M.Sc. (Clinical Psychology))--North-West University, Potchefstroom Campus, 2011.

Frontline client service workers are central to the service elements of any small and medium enterprise. People who have much customer or client contact are seen to be subject to stronger emotional display rules. These display rules may result in compromising the psychological and/or physical health of workers, because they often lead to a disturbing dissonance between felt emotions and the emotions one must exhibit. It is, therefore, of vital importance for service workers to exhibit Emotional Intelligence, which will enable them to manage both their own emotions and their interactions with other people. Their inability to do so may result in stress as well as physical and emotional exhaustion, also known as Burnout. The objective of this research was to determine the relationship between Emotion Work, Emotional Intelligence, Well-being and Social Support of client service workers within small and medium enterprises, A cross-sectional survey design was used. An availability sample was taken from small and medium enterprises employing client service workers in the Mpumalanga Province (N = 145). The Greek Emotional Intelligence Scale (GEIS), Frankfurt Emotion Work Scales (FEWS), Utrecht Work Engagement Scale (UWES), Oldenburg Burnout Inventory (OLBI) and Social Support Scale, as well as a biographical questionnaire were used as measuring instruments. Cronbach alpha coefficients, factor analysis, inter-item correlation coefficients, Pearson product moment correlation coefficients, stepwise multiple regression analysis, and Multivariate analysis of variance (MANOVA) were used to analyse the data. Principal component analysis resulted in a one-factor solution for Engagement labelled Work Engagement, and a two factor solution for Burnout namely: Disengagement and Emotional Exhaustion. Regarding Social Support, a three factor model was extracted namely; Social Support - Co-worker, Social Support -Supervisor and Social Support - Family. A three factor model was extracted for Emotion Work namely: Emotional Dissonance, Display of Client Care and Extent of Client Interaction. A four-factor solution was extracted for Emotional Intelligence namely: Emotional Expression/Recognition, Use of Emotions to Facilitate Thinking, Control of Emotion as well as Caring and Empathy. An analysis of the data indicated that all of the correlations between the different constructs mentioned below are statistically and practically significant, Disengagement was positively related to Emotional Exhaustion and negatively related to Emotional Expression/Recognition, Emotion Use to Facilitate Thinking and Work Engagement. Emotional Exhaustion was positively related to Emotional Dissonance and negatively related to Emotional Expression/Recognition. Emotional Dissonance was positively related to Display of Client Care, while Display of Client Care was positively related to Extent of Client Interaction, as well as Caring and Empathy. Emotional Expression/Recognition was positively related to both Emotion Use to Facilitate Thinking and Work Engagement. Emotion Control was positively related to Emotion Use to Facilitate Thinking, while it in turn was positively related to Work Engagement. Finally, Social Support from Co-workers was positively related to Social Support from Supervisors and Family, and Social Support from Supervisors was positively related to Social Support from Family. A multiple regression analysis indicated that Emotion Work, Social Support and Emotional Intelligence predicted 29% of the variance in Work Engagement, 30% of the variance explained in Disengagement and 37% of the variance in Emotional Exhaustion. A multivariate analysis of variance (MANOVA) which was used to determine differences between the departmental, age, race, qualification, language and gender groups with regard to Emotion Work, Emotional Intelligence, Well-being and Burnout, indicated no statistical significant differences (p < 0,05). The results indicated a correlation between Emotional Intelligence, Emotion Work and Well-being factors. Emotional Intelligence factors predicted Work Engagement and Emotion Work predicted Emotional Exhaustion. Recommendations were made for the profession of client service work in small and medium enterprises, as well as for future research purposes. / Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2008.

The relationship between emotional intelligence (EI) and psychological well–being has been empirically and theoretically elaborated. This suggests that highly emotional intelligent individuals are likely to experience higher psychological well–being if compared to individuals with lower EI (Gallagher & Vella–Brodrick, 2008; Mikolajczak, Nelis, Hansenne, & Quoidbach, 2008; Mavroveli, Petrides, Rieffe, & Baker,2007; Schutte, Malouff, Thorsteinsson, Bhullar, & Rooke, 2007; Zeidner, Matthews, & Roberts, 2009). On the other hand, the role of gender has been found to be influential as well as contradictory in both EI and psychological well–being. Gender has been shown to differentially influence both emotional intelligence and psychological well–being (Castro–Schilo & Kee, 2010; McIntryre, 2010; Schutte, Malouf, Simunek, McKenly & Holland, 2002;Thomsen, Mehlesen, Viidik, Sommerlund & Zachariae, 2005). Therefore, the aim of this study was to explore the role of gender as moderator in the relationship between emotional intelligence and aspects of psychological well–being (positive affect, negative affect and satisfaction with life). EI was measured with the Emotional Intelligence Scale (Schutte et al., 1998) while psychological well–being was measured with the Satisfaction With Life Scale (Diener, Emmons, Larsen & Griffen (1985) and the Affectometer 2 (Kamman & Flett, 1983). A cross–sectional survey design based on the study by Williams, Wissing, Rothmann and Temane (2009) was implemented after informed consent had been obtained. A sample of 459 participants consisting of both males (n= 59.5%) and females (n=32.9%) with an average age between 25 to 44 years. A 2–step hierarchical regression analysis was conducted to determine, in the first place, the influence of EI on psychological well–being, followed by the interaction between gender and EI. The findings indicate that gender moderated only the relationship between EI and negative affect. The influence of EI on the two dependent variables, namely positive affect and satisfaction with life, was not moderated by gender. The conclusion is thus made that gender’s role as a moderator between EI and psychological well–being is evaluated only between EI’s ability to reduce the perception and experience of negative components on one’s life. Limitations of the study include the use of a cross–sectional design that lacks continuous monitoring of variables across time. The use of self–report measures indicating only subjective self–report by the participants themselves without other triangulating or collateral information is another limitation. As well as the lack of control for other moderator variables such as age, urban–rural context, and educational attainment that may play a role, but have not been taken into account. Future research can investigate other possible predicting variables (e.g. interpersonal relationships, social skills, coping and social support) on gender as moderator. These predicting variables can possibly explain additional variance in psychological well–being. The outcomes of the moderating role of gender in the relationship between EI and psychological well–being can be investigated by means of alternative measures that would explore the different levels of functioning along the mental health continuum for males and females alike. / Thesis (M.Sc. (Clinical Psychology))--North-West University, Potchefstroom Campus, 2011.

The study explores the project manager’s perception of the competitive dynamic amongst the projects that utilize the same organizational resources in the multi-project context.   The method used is a qualitative research design with an inductive approach where the data corpus was analyzed through thematic analysis. Ten project managers with experience in multi-project environments participated in the study. The analysis resulted in three themes. Theme 1: Competing is outdated and unsavory with the sub-themes No competition, we work together, and Friendly competition for a common goal. This theme reflects the respondents’ perception of the competitive dynamic between the projects. Theme 2: Organization set precedent with the sub-theme Governance of projects shows the respondents’ perception of their work situation with the complex nature of projects. Theme 3: Obstacles are unsolved solutions with the sub-theme Do the best you can with what you got and be a good sport about it; demonstrates the respondents’ attitudes, behavior, and view of their part in the dynamic between the other projects, the project managers, and the rest of the organization. Unexpectedly, the respondents did not appear to agree that there are competing dynamics amongst the projects that utilize the same organizational resources in multi-project organizations. Instead, many respondents were averse to competing and saw it as outdated and problematic for the organization’s success and the work environment. The results show that the respondents prefer cooperation instead of competing and choose to prioritize interpersonal relationships with their fellow project managers instead.