Publication: Impacto del programa PIEI en los niveles de inteligencia emocional de supervisores de equipos de trabajo y en el desempleo laboral de su equipo en un centro de llamadas
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2016-05-14
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Universidad Complutense de Madrid
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Abstract
La Inteligencia Emocional, la Formación Emocional, el Desempeño Laboral y las hipotéticas relaciones entre ellas, son el objeto de este estudio. En los últimos años, son numerosas las investigaciones que están tratando de definir y encontrar posibles relaciones entre estos conceptos. El título de esta tesis: “Impacto del programa formativo PIEI en los niveles de Inteligencia Emocional de supervisores de equipos de trabajo y en el Desempeño Laboral de su equipo en un Centro de Llamadas”, apunta también en esta dirección y pretende aportar alguna luz a estas cuestiones. Para ello, y situándose en uno de los tipos de organizaciones empresariales actuales más dinámicas, como son los Centros de Llamadas (CC)1, en este estudio se pretende entender de manera concreta, la relación entre la Inteligencia Emocional de los supervisores de equipos de trabajo y el Desempeño Laboral de los equipos de operadores bajo su responsabilidad. Los objetivos a alcanzar varios: • Observar si hay diferencias en los niveles de Inteligencia Emocional y de Desempeño Laboral entre los distintos colectivos socio-demográficos (Género, Edad, Formación y Experiencia laboral) de los participantes. • Evaluar si la participación en un programa intensivo de formación emocional, puede influir en la mejora de la Inteligencia Emocional de los mismos. • Evaluar si los resultados pudieran redundar en una mejora de las variables de Desempeño Laboral de los equipos bajo su supervisión. • Comprobar la idoneidad de la aplicación del programa formativo en el entorno empresarial, en concreto en los CC...
Emotional Intelligence, Emotional Education, Job Performance and the hypothetical relationships among them are the object of this study. In recent years much research has been conducted with the aim at defining and finding potential relationships among these concepts. The title of this thesis “Impact of PIEI training programme on Emotional Intelligence levels of Managers and on the Job Performance of their Working Teams in Call Centers” goes in line with that idea and aims at shedding light on these issues. In order to attain this goal, in the context of one of the most dynamic business organizations nowadays, such as Call Centers, this study intends to grasp in a concise way the relationship between the Emotional Intelligence of Managers and the Job Performance of their working teams. The objectives are the following: • to observe whether the levels of Emotional Intelligence (EI) and Job Performance (JP) differ among various groups depending on the socio-demographic characteristics of participants (gender, age range, education level, working experience) • to assess whether the participation in an intensive programme on emotional education can have an influence on improving the Emotional Intelligence levels of the participants. • to assess whether the outcoumes could result in improving the variables of Job Performance of working teams. • to check the suitability of the training programme implementation in the business field, specifically in the CC...
Emotional Intelligence, Emotional Education, Job Performance and the hypothetical relationships among them are the object of this study. In recent years much research has been conducted with the aim at defining and finding potential relationships among these concepts. The title of this thesis “Impact of PIEI training programme on Emotional Intelligence levels of Managers and on the Job Performance of their Working Teams in Call Centers” goes in line with that idea and aims at shedding light on these issues. In order to attain this goal, in the context of one of the most dynamic business organizations nowadays, such as Call Centers, this study intends to grasp in a concise way the relationship between the Emotional Intelligence of Managers and the Job Performance of their working teams. The objectives are the following: • to observe whether the levels of Emotional Intelligence (EI) and Job Performance (JP) differ among various groups depending on the socio-demographic characteristics of participants (gender, age range, education level, working experience) • to assess whether the participation in an intensive programme on emotional education can have an influence on improving the Emotional Intelligence levels of the participants. • to assess whether the outcoumes could result in improving the variables of Job Performance of working teams. • to check the suitability of the training programme implementation in the business field, specifically in the CC...
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Tesis inédita de la Universidad Complutense de Madrid, Facultad de Psicología, Departamento de Psicología Evolutiva y de la Educación, leída el 13-11-2015