Relationship Between Emotional Intelligence And Job Satisfaction Among Employees Of Selected Call Centers In Nairobi County, Kenya

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Abstract:

Emotional job demand has been considered to be a leading factor in job dissatisfaction. This study focused on establishing the relationship between emotional intelligence and job satisfaction among call center workers. The study objectives were; to determine the level of emotional intelligence, assess their levels of job satisfaction, and establish the relationship between emotional intelligence and job satisfaction among selected call center workers from Nairobi County, Kenya. The research design was descriptive correlational whilst convenience sampling was adopted to select 124 respondents from ten companies' call centers. Study results showed that social awareness was the most express EI with a mean of 19.24 (SD = 3.72), Self-management (M = 18.74, SD = 3.68), self awareness (M =18.70, SD = 3.69) the least was relationship management (M =18.66 SD = 3.72). On job satisfaction, 62.9% of the respondents were dissatisfied with their work and 37.1% had ambivalent job satisfaction levels. The subscale levels of the job satisfaction scale showed that most of them considered pay (M = 12.92, SD =3.34) for job satisfaction. A significant positive relationship between Social-Awareness and job satisfaction (r = 0.31, p = 0.00), a significant positive relationship between Self-awareness (r=0.25, p = 0.05), self-management (r = 0.25, p = 0.05) and relationship management (r = 0.298, p= 0.01) with job satisfaction. This study recommended companies with Call centers consider employing counseling psychologists within the human resource department to support workers expressing low levels of emotional intelligence and improve overall work performance.

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Relationship Between Emotional Intelligence And Job Satisfaction Among Employees Of Selected Call Centers In Nairobi County, Kenya

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