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Örgütsel İletişimde Duygusal Zekanın Rolü: Konaklama İşletmelerinde Bir Araştırma

Year 2009, Volume: 6 Issue: 1, 67 - 77, 19.11.2013

Abstract

İletişim, insan yaşamının temel gereksinimlerinden birisi olarak çalışma ve sosyal yaşamda ilişkilerin kurulmasında en önemli etkenlerin başında yer almaktadır. Konaklama işletmeleri de gerek çalışanları gerekse misafirleriyle etkileşim içinde bulunan toplulukların bir arada yaşadığı yerlerden birisidir. Bu kapsamda çalışmanın amacı, işgörenlerin duygusal zeka yeteneklerinin örgütsel iletişime etkisinin ortaya konulmasıdır. Öncelikle Demir'in (2002) çalışması ve Bar-On'un duygusal zeka envanteri (EQ-I) modelinden anket soruları oluşturulmuş ardından verilere faktör analizi ve regresyon analizi uygulanmıştır. Çalışmanın sonucunda işgörenlerin duygusal zeka yeteneklerinin örgütsel iletişime etkileri olduğu görülmüştür.

 

References

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  • Ashkanasy N M, Ashton-James C E ve Jordan P J (2004) Performance Impacts Of Appraisal And Coping With Stress In Workplace Settings: The Role Of Affect And Emotional Intelligence, Emotional and Physiological Processes and Positive Intervention Strategies Research in Occupational Stress and Well Being, 3, 1– 43.
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  • Bar-On R, Brown J M, Kirkcaldy B D ve Thomé E P (2000) Emotional expression and implications for occupational stress; an application of the Emotional Quotient Inventory (EQ-I), Personality and Individual Differences, 28, 1107-1118.
  • Berberoğlu G (1997) Yönetsel Başarıda İletişim Davranışlarının Önemi, Anadolu Üniversitesi İktisadi ve İdari Bilimler Fakültesi Derg, 13 (1-2), 71-80.
  • Callahan J L, Hasler M G ve Tolson H (2005) Perceptions of emotion expressiveness: gender differences among senior executives, Leadership & Organization Development Journal, 26 (7), 512-528.
  • Carmeli A ve Tishler A (2006) The relative importance of the top management team’s managerial skills, International Journal of Manpower, 27 (1), 9-36.
  • Caruso D R ve Salovey P (2004) The Emotionally Intelligent Manager: How To Develop And Use The Four Key Emotional Skills Of Leadership, Jossey-Bass A Wiley Imprint, CA, San Francisco.
  • Day C (1993) Want to RAP?, Managers Magazine, 68 (5), 6-7.
  • Demir Ş Ş (2002) Konaklama İşletmelerinde Halkla İlişkiler Kapsamında Etkin İletişim Teknikleri ve Muğla Bölgesinde Bir Uygulama, Yüksek Lisans Tezi, D E Ü Sos. Bil. Enst., İzmir.
  • Dennis M C (1995) Effective Communication Will Make Your Job Easier, Business Credit, 97 (6), 45.
  • Eisenberg E M (2001) Building a Mystery: Towards a New Theory Of Communication and Identity, Journal of Communication (September), 534-552.
  • Eroğlu E ve Sunel G (2003) Yöneticilerin iletişim Becerilerinin Değerlendirilmesi ve Penguen Gıda İşletmesinde bir Uygulama”, Review of Social, Economic & Business Studies, 3 (4), 178-203.
  • González-Herrero A ve Pratt C B (1998) Marketing Crises in Tourism, Communication Strategies in the United States and Spain, Public Relations Review, 24 (1), 83-97.
  • Harris T E (2002) Applied Organizational Communication: Principals and Pragmatics for Future Practice, 2nd edition, Lawrence Erlbaum, USA.
  • İşmen A E (2001) Duygusal Zeka ve Problem Çözme, M.Ü. Atatürk Eğitim Fakültesi Eğitim Bilimleri Derg, 13, 111-124.
  • Kent M L ve Taylor M (2002) Toward a Dialogic Theory of Public Relations, Public Relations Review, 28 (1), 21–37.
  • Kozak M A ve Güçlü H N (2008) Turizm İşletmelerinde Duygusal Çaba Faktörlerinin İşe Alma Sürecinde Kullanılması Üzerine Bir Araştırma, Anadolu Üniversitesi Sosyal Bilimler Derg, 8 (2), 39–56.
  • Kramer M W ve Hess JA (2002) Communication rules for the display of emotions in organizational settings, Management Communication Quarterly : McQ; 16 (1), 66-80.
  • Larkin J M (1995) Managing Employee Turnover is Everyone's Business, National Public Accountant, 40 (9), 34-36.
  • Lopes P N, Salovey P ve Straus R (2003) Emotional Intelligence, Personality And The Perceived Quality Of Social Responsibilities, Personality and Individual Differences, 35 (3), 641658.
  • Mayer J D, Salovey P ve Caruso D R (2004) Emotional Intelligence: Theory, Findings And Implications, Psychological Inquiry, 15 (3), 197-215.
  • Newcombe M J ve Ashkanasy N M (2002) The role of affect and affective congruence in perceptions of leaders: an experimental study, The Leadership Quarterly, 13, 601–614.
  • Özdamar K (1999) Paket Programlar ile İstatistiksel Veri Analizi, Kaan Kitabevi, Eskişehir.
  • Quick J C ve Macik-Frey M (2004) Behind the Mask: Coaching Through Deep Interpersonal Communication, Consulting Psychology Journal: Practice and Research, 56 (2), 67–74.
  • Schutte N S, Malouff J M, Hall L E, Haggerty D J, Cooper J T, Golden C J ve Dornheim L (1998) Development and validation of a measure of emotional intelligence, Personality and Individual Differences, 25, 167-177.
  • Schyns B ve Meindl J R (2006) Emotıonalızıng Leadershıp In A Cross-Cultural Context, Advances in Global Leadership, 4, 39–58
  • Sekaran U (2000) Research Methods for Business: A Skill Building Approach, John Wiley & Sons Inc., New York.
  • Seo M-G ve Barrett L F (2007) Being Emotional During Decision Making—Good Or Bad? An Empirical Investigation, Academy of Management Journal, 50 (4), 923–940
  • Stys Y ve Brown S L (2004) A Review of the Emotional Intelligence Literature and Implications for Corrections, Research Report; Research Branch Correctional Service of Canada, (March).
  • Tütüncü Ö ve Demir M (2002) Konaklama İşletmelerinde İnsan Kaynakları Yönetimi ve İşgücü Hareketlerinin Analizi, Turhan Kitabevi, Ankara.
Year 2009, Volume: 6 Issue: 1, 67 - 77, 19.11.2013

Abstract

References

  • Arond-Thomas M (2004) Understanding Emotional Intelligence Can Help Alter Problem Behavior, The Physicianexecutive, (September-October), 36-39.
  • Ashkanasy N M, Ashton-James C E ve Jordan P J (2004) Performance Impacts Of Appraisal And Coping With Stress In Workplace Settings: The Role Of Affect And Emotional Intelligence, Emotional and Physiological Processes and Positive Intervention Strategies Research in Occupational Stress and Well Being, 3, 1– 43.
  • Bar-On R (2005) The Bar-On model of emotional-social intelligence. In P. FernándezBerrocal and N. Extremera (Guest Editors), Special Issue on Emotional Intelligence, Psicothema, 17.
  • Bar-On R, Brown J M, Kirkcaldy B D ve Thomé E P (2000) Emotional expression and implications for occupational stress; an application of the Emotional Quotient Inventory (EQ-I), Personality and Individual Differences, 28, 1107-1118.
  • Berberoğlu G (1997) Yönetsel Başarıda İletişim Davranışlarının Önemi, Anadolu Üniversitesi İktisadi ve İdari Bilimler Fakültesi Derg, 13 (1-2), 71-80.
  • Callahan J L, Hasler M G ve Tolson H (2005) Perceptions of emotion expressiveness: gender differences among senior executives, Leadership & Organization Development Journal, 26 (7), 512-528.
  • Carmeli A ve Tishler A (2006) The relative importance of the top management team’s managerial skills, International Journal of Manpower, 27 (1), 9-36.
  • Caruso D R ve Salovey P (2004) The Emotionally Intelligent Manager: How To Develop And Use The Four Key Emotional Skills Of Leadership, Jossey-Bass A Wiley Imprint, CA, San Francisco.
  • Day C (1993) Want to RAP?, Managers Magazine, 68 (5), 6-7.
  • Demir Ş Ş (2002) Konaklama İşletmelerinde Halkla İlişkiler Kapsamında Etkin İletişim Teknikleri ve Muğla Bölgesinde Bir Uygulama, Yüksek Lisans Tezi, D E Ü Sos. Bil. Enst., İzmir.
  • Dennis M C (1995) Effective Communication Will Make Your Job Easier, Business Credit, 97 (6), 45.
  • Eisenberg E M (2001) Building a Mystery: Towards a New Theory Of Communication and Identity, Journal of Communication (September), 534-552.
  • Eroğlu E ve Sunel G (2003) Yöneticilerin iletişim Becerilerinin Değerlendirilmesi ve Penguen Gıda İşletmesinde bir Uygulama”, Review of Social, Economic & Business Studies, 3 (4), 178-203.
  • González-Herrero A ve Pratt C B (1998) Marketing Crises in Tourism, Communication Strategies in the United States and Spain, Public Relations Review, 24 (1), 83-97.
  • Harris T E (2002) Applied Organizational Communication: Principals and Pragmatics for Future Practice, 2nd edition, Lawrence Erlbaum, USA.
  • İşmen A E (2001) Duygusal Zeka ve Problem Çözme, M.Ü. Atatürk Eğitim Fakültesi Eğitim Bilimleri Derg, 13, 111-124.
  • Kent M L ve Taylor M (2002) Toward a Dialogic Theory of Public Relations, Public Relations Review, 28 (1), 21–37.
  • Kozak M A ve Güçlü H N (2008) Turizm İşletmelerinde Duygusal Çaba Faktörlerinin İşe Alma Sürecinde Kullanılması Üzerine Bir Araştırma, Anadolu Üniversitesi Sosyal Bilimler Derg, 8 (2), 39–56.
  • Kramer M W ve Hess JA (2002) Communication rules for the display of emotions in organizational settings, Management Communication Quarterly : McQ; 16 (1), 66-80.
  • Larkin J M (1995) Managing Employee Turnover is Everyone's Business, National Public Accountant, 40 (9), 34-36.
  • Lopes P N, Salovey P ve Straus R (2003) Emotional Intelligence, Personality And The Perceived Quality Of Social Responsibilities, Personality and Individual Differences, 35 (3), 641658.
  • Mayer J D, Salovey P ve Caruso D R (2004) Emotional Intelligence: Theory, Findings And Implications, Psychological Inquiry, 15 (3), 197-215.
  • Newcombe M J ve Ashkanasy N M (2002) The role of affect and affective congruence in perceptions of leaders: an experimental study, The Leadership Quarterly, 13, 601–614.
  • Özdamar K (1999) Paket Programlar ile İstatistiksel Veri Analizi, Kaan Kitabevi, Eskişehir.
  • Quick J C ve Macik-Frey M (2004) Behind the Mask: Coaching Through Deep Interpersonal Communication, Consulting Psychology Journal: Practice and Research, 56 (2), 67–74.
  • Schutte N S, Malouff J M, Hall L E, Haggerty D J, Cooper J T, Golden C J ve Dornheim L (1998) Development and validation of a measure of emotional intelligence, Personality and Individual Differences, 25, 167-177.
  • Schyns B ve Meindl J R (2006) Emotıonalızıng Leadershıp In A Cross-Cultural Context, Advances in Global Leadership, 4, 39–58
  • Sekaran U (2000) Research Methods for Business: A Skill Building Approach, John Wiley & Sons Inc., New York.
  • Seo M-G ve Barrett L F (2007) Being Emotional During Decision Making—Good Or Bad? An Empirical Investigation, Academy of Management Journal, 50 (4), 923–940
  • Stys Y ve Brown S L (2004) A Review of the Emotional Intelligence Literature and Implications for Corrections, Research Report; Research Branch Correctional Service of Canada, (March).
  • Tütüncü Ö ve Demir M (2002) Konaklama İşletmelerinde İnsan Kaynakları Yönetimi ve İşgücü Hareketlerinin Analizi, Turhan Kitabevi, Ankara.
There are 31 citations in total.

Details

Primary Language Turkish
Journal Section Compilation Articles
Authors

Şirvan Demir This is me

Mahmut Demir This is me

Publication Date November 19, 2013
Submission Date December 6, 2013
Published in Issue Year 2009 Volume: 6 Issue: 1

Cite

APA Demir, Ş., & Demir, M. (2013). Örgütsel İletişimde Duygusal Zekanın Rolü: Konaklama İşletmelerinde Bir Araştırma. Selçuk İletişim, 6(1), 67-77. https://doi.org/10.18094/si.26089