Daha İyi Bireysel İş Performansı Arayışında Duygusal Zekanın Etkisinin Test Edilmesi

Abstract

 Bu araştırmanın amacı duygusal zekanın çalışanların bireysel iş performansları üzerindeki etkisini test etmektir. Araştırmada duygusal zekanın ölçümünde başkalarının duygularını değerlendirme (BDD), kendi duygularını değerlendirme (KDD), duyguların kullanımı (DK) ve duyguların düzenlenmesi (DD) olmak üzere dört boyuttan oluşan Wong ve Law Duygusal Zekâ Ölçeği (WLEIS) kullanılmıştır. Çalışanların iş performansları ölçümünde ise araştırmanın yapıldığı işletmenin oluşturduğu performans kriterleri doğrultusunda belirlenmiş performans puanları kullanılmıştır. Çalışmanın amacı doğrultusunda araştırma verileri 219 çağrı merkezi çalışanından online anket formu ile elde edilmiştir. Araştırma verilerinin test edilmesinde yapısal eşitlik modeli kullanılmıştır. Yapılan analizler neticesinde başkalarının duygularını değerlendirme, kendi duygularını değerlendirme ve duyguların düzenlenmesi boyutlarının çalışanların bireysel iş performansı üzerinde anlamlı bir etkisi olmadığı belirlenmiştir. Duygusal zekanın alt boyutlarından duyguların kullanımının ise iş performansı üzerinde pozitif yönlü anlamlı bir etkiye (β: 0,212; p<0.005) sahip olduğu tespit edilmiştir.

Keywords

• Duygusal Zekâ
• İş Performansı
• Çağrı Merkezi Çalışanları

In The Pursuit of Better Individual Job Performance Testing the Impact of Emotional Intelligence

Abstract

    The aim of this study is to test the effect of emotional intelligence on employees’ individual job performance. The Wong and Law Emotional Intelligence Scale (WLEIS) were adopted to measure the emotional intelligence of employees which is consisted of four dimensions: (1) self-emotional appraisal (SEA), (2) others’ emotional appraisal (OEA), (3) use of emotion (UOE), and (4) regulation of emotion (ROE). Performance scores determined in line with the performance criteria established by the company where the research was conducted were used in measuring the job performance of the employees. In the context of the study, research data were obtained from 219 call center employees using an online questionnaire. The structural equation model was used to test the research data. As a result of the analysis, it was determined that the dimensions of self-emotional appraisal, others’ emotional appraisal, and regulation of emotion did not have a significant effect on the individual job performance of the employees. However, it was found that the use of emotions dimension had a positive and significant effect (β: 0,212; p <0.005) on job performance.

Keywords

• Emotional Intelligence
• Job Performance
• Call Center Employees

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