University of Twente Student Theses
An Observational Measure for Emotional Intelligence at Work.
Bakker, Mike D. (2024) An Observational Measure for Emotional Intelligence at Work.
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| Abstract: | Emotional Intelligence (EI) has gained noticeable attention among researchers and practitioners over the past years, which led to the identification of three main perspectives, which are ability EI, trait EI, and a combined one called mixed EI. However, traditional EI measurement tools lack reliability and validity, due to their self-reported nature being prone to biases. Indeed, these traditional measurement tools are limited to questionnaires and self-reporting assessments, leaving us with no objective ways to understand an individual’s observable verbal and non-verbal behaviour. This study thus attempts to develop a descriptive framework that categorizes observable verbal and non-verbal behaviour associated with the key components of EI in a work environment by deploying a combination of inductive and deductive approaches. To create this descriptive framework, a total of 12 semi-structured interviews were conducted based on the critical incident technique in two organisations that made an excellent environment for researching EI. As these organisations both offered a complex environment with multiple layers of management and service-oriented business models, with many potential participants. The participants included both managers and employees and were selected based on their prior knowledge of EI and relevant experience with EI in a working environment. The data was then analysed using thematic analysis and systematically structured using the Gioia methodology, resulting in 1st-order concepts, 2nd-order themes, and 3rd-order aggregate dimensions. The results from this study allowed us to categorize the observable verbal and non-verbal behaviour associated with EI and align them with the ability EI model. The categorization of observable EI behaviour was visualised in a descriptive framework that provides the foundation for a comprehensive codebook to observe EI. The results also suggest the need for two codebooks, one for employees and one for managers. In addition, this thesis allows for training and development programs to be developed upon the framework, practical implications in real-world situations, and improving team dynamics. |
| Item Type: | Essay (Master) |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 85 business administration, organizational science |
| Programme: | Business Administration MSc (60644) |
| Link to this item: | https://purl.utwente.nl/essays/104603 |
| Export this item as: | BibTeX EndNote HTML Citation Reference Manager |
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