Trait Emotional Intelligence and the Antecedents, Communication and Impact of Workplace Frustration...
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Trait Emotional Intelligence and the Antecedents, Communication and Impact of Workplace Frustration
Thomas Rhys [email protected]
@ThomasRhysEvans
Sophie [email protected]
@SophieMBPsS
Dr Gail [email protected]
@GailMSC
Workplace Frustration
Counterproductive work behaviours…• account for ten-percent of productivity (Belot
and Schröder 2013)• explain nearly twenty-percent of failed
businesses (Coffin 2003) • may be committed by nearly 90% of
employees (Boye and Wasserman 1996)
Dollard’s Frustration-Aggression Hypotheses/ Spector’s Model of Frustration
Goal
Dollard’s Frustration-Aggression Hypotheses/ Spector’s Model of Frustration
Goal
Dollard’s Frustration-Aggression Hypotheses/ Spector’s Model of Frustration
Goal Frustration
Dollard’s Frustration-Aggression Hypotheses/ Spector’s Model of Frustration
Goal Frustration Aggression
Dollard’s Frustration-Aggression Hypotheses/ Spector’s Model of Frustration
Goal Frustration Aggression
Performance Inhibition or
Deviance
Change Goal Achievement
Method
Physical or Psychological Withdrawal
Organisational/Interpersonal
Aggression
Individual Differences and Frustration
• State anger related to organisation-directed counterproductive work behaviours
• Trait anger related to interpersonal-directed counterproductive work behaviour (Fox and Spector 1999)
Individual Differences and Frustration
• Reio (2011) found emotional-stability and thrill-seeking significantly predictive of frustration frequency
EI and Workplace Frustration
• Yoo and Salovey (2009) found individuals higher in emotional intelligence ability reported greater levels of frustration after reading about, and experiencing, a frustrating event
Ability Trait
Competency
Trait EI and Workplace Frustration
• Trait emotional intelligence is a collection of ‘emotion-related traits and self-perceived abilities’ (Petrides and Furnham 2006:553)
• Kahn-Greene et al. (2006) found trait emotional intelligence to mediate the relationship between sleep deprivation and response to frustration
Participants and Method
• 60 P’s, all 18 years+ and currently employed• Predominantly female (46), single (45),
educated to undergraduate level (39) with full-time work (34)
• Participants completed the TEIQue (Petrides & Furnham, 2003) before questions about their general reaction to frustration, and a specific recent or memorable frustrating event at work
Predicting Frustration Frequency
Demographics:• Months• Education Level• Sex• Work Type (PT/FT)• Marital Status• AgeTrait EI Facets:• Self-Control• Emotionality• Trait EI Total• Well-Being• Sociability
• Well-being (comprised of self-esteem, trait happiness and trait optimism scales) (B = -.49) the only significant contribution, predicting 24% of variance
Predicting Frustration Intensity
Demographics:• Months• Education Level• Sex• Work Type (PT/FT)• Marital Status• AgeTrait EI Facets:• Self-Control• Emotionality• Trait EI Total• Well-Being• Sociability
• Total EI score (B = .93), well-being (B = -.76) and self-control (comprised of emotion regulation, impulsivity and stress-management) (B = -.66), predicting 28% of variance
Relationship between EI facets and causes of frustration
• Controlling for the degree of contact with the group in question
• No significant relationships between EI facets and: – equipment– other/senior management– co-workers– lower-ranked employees– products/physical items
as the cause of frustration
Relationship between EI facets and Line Managers as a cause of frustration
• Significant relationships between line managers causing frustration and…
• Well-being (r = -.31, p = .02)• Self-control (r = -.26, p = .04)
Relationship between EI facets and customers as a cause of frustration
• Significant relationships between customers causing frustration and…
• EI total score (r = -.27, p = .04)• Well-being (r = -.26, p = .05)• Emotionality (comprised of emo appraisal, emo
expression, relationship skills and trait empathy)
(r = -.27, p = .04)
EI and Frustration Communication
• Total EI and texting (r = -.26, p = .04)• Well-being and texting (r = -.28, p = .03)• Sociability and Social media (r = -.33, p = .01)
• No significant relationships with calling, emailing or talking
EI and Communicating Frustration
• Sociability and communicating frustrations with co-workers (r = .35, p = .01)
• Sociability and communicating frustrations with line managers (r = .35, p = .01)
• Sociability and communicating frustrations with other/senior managers (r = .36, p = .01)
EI and Communicating Frustration
• Self-control and communicating frustrations with strangers (r = -.34, p = .01)
• No relationships between EI facets and communication with customers or lower-ranked employees
Predicting the Future… Breaking Away
Demographics:• Months• Education Level• Sex• Work Type (PT/FT)• Marital Status• AgeTrait EI Facets:• Self-Control• Emotionality• Trait EI Total• Well-Being• Sociability
• Self control (B = -.39) was the only significant contribution, predicting 16% of variance
Predicting the Future… Breaking Down
Demographics:• Months• Education Level• Sex• Work Type (PT/FT)• Marital Status• AgeTrait EI Facets:• Self-Control• Emotionality• Trait EI Total• Well-Being• Sociability
• Total EI (B = -.36) and age (B = -.23) provided significant contributions, predicting 19% of variance
Predicting the Future… Breaking Through
Demographics:• Months• Education Level• Sex• Work Type (PT/FT)• Marital Status• AgeTrait EI Facets:• Self-Control• Emotionality• Trait EI Total• Well-Being• Sociability
• Education (B = .36) provided the only significant contribution, predicting 13% of variance
Discussion
• EI appears important for many aspects of frustration and could be a valuable field for training/development or recruitment should further results corroborate findings
• Small sample – work is on-going to gain a large diverse sample for more detailed and contextualised analyses
Trait Emotional Intelligence and the Antecedents, Communication
and Impact of Workplace Frustration
Thomas Rhys [email protected]
@ThomasRhysEvans
Sophie [email protected]
@SophieMBPsS
Dr Gail [email protected]
@GailMSC