Indian Journal of Health and Wellbeing

Shilpa Kamboj ¹, Ramnath ¹, Sandeep Singh ¹

Affiliations
1 Department of Applied psychology, Guru Jambheshwar University of Science & Technology, Hisar, Haryana, IN

Abstract

Work is necessary for every human being as it is carried two types of values in human life that is intrinsic value and extrinsic value. We perform lots of activities throughout life. Working conditions have the potential to influence human life to a significant extent. These conditions include income, basic human need, self-esteem, emotional competence and feeling of self-confidence. Emotional intelligence has been known as relevant factor which is related with quality of working life. The purpose of the present study is to explore the relationship between emotional competence and quality of work life of call center employees. The present study was carried out on a sample of 150 employees and they were recruited from 4 call centers from different cities of Haryana. The subjects were selected on the basis of stratified random sampling. The major instruments used in the present study were quality of work life scale given by Donald and Emotional Competency Scale propounded by Harish Sharma and Dr. Rajeev Locha. The findings of the study indicate that there is positive correlation between emotional competence and different aspects of quality of life.

Keywords

Emotional Competence, Quality of Work Life.

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Shilpa Kamboj ¹, Varsha Rani ¹, Sarvdeep Kohli ¹, Anjali Malik ¹

Affiliations
1 Department of Psychology, M.D. University, Rohtak, Haryana, IN

Abstract

Emotions are intensively used in the blooming service industry. Expressing emotions while in interaction with customers is very important in call centre jobs. So, they must be emotionally competent to deal with customers so that they feel contented with job. The purpose of the present study is to assess and compare the emotional competence and quality of work life of male and female call center employees and to explore the relationship between the two. These variables were assessed by using Emotional Competence Scale given by Sharma and Bhardwaj and Quality of Working Life Questionnaire given by Mc Donald. A sample of 130 call center employees (65 male and 65 female employees) with an age range of 24-30 years of various call centers of Haryana were selected in the present investigation. Results indicate that male employees are more emotionally competent and have high level of quality of work life as compared to female employees. Also, there is a positive significant correlation between adequate depth of feeling and quality of work life in males and encouragement of positive emotions is significantly and negatively associated with quality of work life in female call center employees. The Implication of the present study is that employees should be helped to understand the role of emotions, to make them emotionally competent through training programs.

Keywords

Emotional Competence, Quality of Work Life, Call Center Employees.

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