Role of Emotional Intelligence in Stress Management and Its Impact on Job Performance and Organizational Commitment A Study of Public and Private Sector Banks

Abstract

newline Today s environment is competitive, and nowadays customers are increasingly aware about the alternatives on offers in relation to the services, provider organization and also of rising standards of service. As a result, the expectations of the customers regarding the quality of the services are increasing rapidly. The most debatable issues that grip the banking industry of our country are probably the service quality, service delivery and customers delight. The initiation of the banking reforms in India and the onset of competition from the private players have increased the trust on efficient customer services to manifold. Indian Banking system is gearing itself towards more commercial and customer oriented banking system from their only social and departmental role. In recent years the banking system has been thrown up by the new opportunities by the marketing and technology orientation. Banks have become much more demanding as well as complicated and puzzling places of work. The managers are expected to show their excellence in creating conditions in which employees can perform to their best by creating mastery over a set of new key competencies which include competencies (social and personal competencies) related to emotional intelligence. Various attempts have been made by the researchers to identify the level of emotional intelligence among the bank managers and the various determinants of emotional intelligence required for a balanced state of emotion in a demanding, complicated and puzzling place of work. Thus, emotional intelligence becomes important competency.