Emotional Intelligence and Organizational Performance in Port Harcourt Electricity Distribution Company Limited, Uyo
Abstract
The purpose of this study was to investigate the effect of Emotional Intelligence on organizational performance within Port Harcourt Electricity Distribution Company Limited . Four dimensions of emotional intelligence; self-awareness, self-regulation, social skills and empathy were examined. These dimensions were related to some important performance measures for the organization: Service Quality, Customer Satisfaction, Employee Productivity, and Operational Efficiency. Three hundred sixteen respondents from employees and customers at PHEDC were randomly sampled to participate in the study through both stratification and random selection methods. A structured survey instrument was used to collect data which was analyzed using descriptive statistics and Multiple Regression Analysis. Results indicated that social skills were positively associated with employee productivity, but there were no significant associations for self-awareness, self-regulation, and empathy toward service quality, customer satisfaction, and operational efficiency. Therefore, it can be concluded that in an environment where technical skill is paramount, such as in utility organizations like PHEDC, the social skills component of emotional intelligence has the greatest potential to improve work force performance. However, the remaining components of emotional intelligence may need to be supported by organizational structure to achieve operational results. It is recommended that PHEDC develop specific training programs for enhancing social skills among its employees. It is also suggested that PHEDC include emotional intelligence as part of its employee engagement strategy and utilize organizational culture and/or policies that would allow employees to effectively apply their emotional intelligence. This research provides contextually-based evidence regarding how emotional intelligence impacts electric utilities operating in developing countries. Key words: Emotional Intelligence, Organizational Performance, Self-Awareness, Self- Regulation, Social Skills, Empathy.
Keywords
Emotional IntelligenceOrganizational PerformanceSelf-AwarenessSelf- RegulationSocial SkillsEmpathy.
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