Emotional Intelligence and Interpersonal Relations in Service Industries in Nigeria

International Journal of Research and Scientific Innovation (IJRSI) | Volume VII, Issue IV, April 2020 | ISSN 2321–2705

Emotional Intelligence and Interpersonal Relations in Service Industries in Nigeria

Uchenna, Onyemaechi¹ & Nkechi, Ikpeazu^2
1&2Department of Management, Abia State University, Uturu, Nigeria

Abstract: – The study examined emotional intelligence and interpersonal relations. Unethical behaviour of employees that arises as a result of emotion made this investigation necessary. The objectives of the study were; to determine the nature of relationship between self-awareness and empathy toward colleagues in the organization and to ascertain the nature of relationship between social skill and improved team work with-in the organization. To achieve the objectives, a survey research design was adopted. The population of the study comprised of 167 staff of the selected deposit money banks and Taro Yamane formula was used to derive 118 as the sample size of the study. The techniques employed in analyzing the data were descriptive statistics and Spearman Rank Correlation Coefficient. The results indicated that self-awareness has a positive and significant relationship with empathy toward colleagues in the organization and also social skill has a positive and significant relationship with improved team work with-in the organization. Based on the findings, the study concluded that emotional intelligence has relationship with interpersonal relations. It was recommended among others that managers of deposit money banks need to deploy means of enhancing social skills and abilities of the employees through (seminars and workshop) in other to improve the level of team work and employees’ involvement in the workplace.

Keywords: Emotional intelligence, Interpersonal relations.

I. INTRODUCTION

The whole idea of emotional intelligence dawn on researchers during the 1800’s, but it may be surprising to note how this ideology of emotional intelligence has evolved over the years, from its initiation as something called “social intelligence” way back in the 1930’s, to “emotional strength” in the mid-20th century, to its current terminology, “emotional intelligence.” Jaeger, (2003) posits that emotional intelligence develops over a person’s life span and could be enhanced through training, teaching and learning in formal educational contexts. Career counselors recognized the significance of emotional intelligence in interpersonal relationship, career satisfaction and well-being (Kidd, 2008). Pool and Sewell (2007) further assert that development of emotional intelligence is desirable for enhancing individuals’ employability and interpersonal relationship.
Individuals’ employability provides an inner sense of stability, security and relates to individual ability to achieve sustainable employment, interpersonal relationship and move self-sufficiently within uncertain and unpredictable labour market (Hillage and Pollard, 1998). Furthermore, Puffer, (2011) expressed that emotional intelligence positively relates to less dysfunctional career thinking, greater career decision-making, self-efficacy, a higher level of willingness to explore variety of career preferences, and commit to attractive interpersonal relationship options. Carson and Carson,(1998) further opine that people’s emotional intelligence is also positively associated with important employment experiences and emotional attachment to current relationship and jobs.

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