Industry Profile

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Industry profile
Retail industry in India
The Indian retail industry has emerged as one of the most dynamic and fast paced industries due
to the entry of several new players. Total consumption expenditure is expected to reach nearly
US$3600 billion by 2020 from US$1824 billion in 2017. It accounts for over 10 % of the
country’s gross domestic product and around eight percent of the employment. India is the
worlds fifth largest global destination in the retail space.
Retailing is the transaction between the seller and consumers for personal consumption. It does
not include transaction between the manufacturer, corporate purchase government purchase and
other wholesale purchase. A retailer stocks the goods from the manufacturer and then sells the
same to the end user for a marginal profit. Retailing involves all activities incidental to selling to
ultimate consumer for their personnel family and household use. It does this by organizing their
availability on a relatively large scale and supplying them to a customer on a relatively small
scale. Retailer is any person or organization instrumental in reaching the goods or merchandise
or services to the end users.
Market size
Retail industry reached to US$950 billion in 2018 at CAGR of 13% and expected to reach
US$1.1 trillion by 2020. Online retail sales are forecasted to grow at the rate of 31% year on year
to reach US $32.70 billion in 2018. Revenue generated from online retail is projected to grow to
US$ 60 billion by 2020. Revenue of India’s offline retailers, also known as brick and mortar
retailers, is expected to increase by Rs10k-12k crore in FY20
India is expected to become the worlds fastest growing e commerce market driven by robust
investment in the sector and rapid increase in the number of internet users. Various agencies
have high expectations about growth of Indian e commerce markets.
Scope in retailing
RJS INSTITUTE OF MANAGEMENT STUDIES Page 1

Retail is clearly the sector that is poised to show the highest growth in the next five years. The
sector is set for a revolution as both the present players and now entrants are gearing upto
explore the market. This sector contributes ten percent of India’s GDP and the current growth
rate if 8.5percent. The present size of the organized retailing sector is approximately 3% and is
expected to grow to 25-30% by the 2010. There are about 300 new malls, 1500 supermarkets and
325 departmental stores currently under construction. Many players are coming up with huge
investments, due to which the present 12 million mom and pop shops and kirana stores currently
under construction many players are coming up with huge investments, due to which the present
12 million mom and pop shops and kirana stores currently under construction.
Global retail giants such as wal mart, Tesco, Germany’s metro AG and many others are ready to
enter markets. The rising demand of branded products and increase in purchasing power has
lured these companies to enter the market.
Leading Indian Retailers
Bata India limited
Big bazaar
Crossword
Ebony retail holdings limited
Food bazaar
Globus stores pvt. Limited
Liberty shoes limited,
Music world entertainment limited
Pantaloon retail India Limited
Shoppers stop
Titan industries

Wal mart stores etc….
Employment opportunities in retail sector in India
India’s retail industry is the second largest sector, after agriculture, which provides employment.
According to associated chambers of commerce and industry of India , the retailnsectors wills
creates 50,000 jobs in next few years. Retail companies are starting retail management courses in
partnership with management industries, roping in talent from other sectors and developing
comprehensive career growth and loyalty plans for existing employees. Top players like
pantaloon retail India limited, trent, shoppers stop, RPG group and ebony are virtually on their
toes. Consider the plans of largest player, the pantaloon retail India ltd, the company has
developed a comprehensive strategy, where in it experts that in 2 years it will not recruit any new
goes to under graduate colleges to recruit students. Since the job market is hugely receptive to
this with more and more business schools focusing on the sector and large retailers setting up
retail academics.
Challenges of Retailing in India
 The first challenge facing the organized retail sector is the competition from unorganized sector.
 In retail sector Automatic approval is not allowed for foreign investment
 Taxation which favors small retail businesses
 Development supply chain and integrated IT management is absent in retail sector.
 Lack of trained work force
 Low skill level for retailing management
 Intrinsic complexity of retailing repid price fluctuations threat of product obsolescence and low
margins
 Organised retail sector has to pay huge taxes, which is negligible for small retail business.
 Cost of business operations is very high in India.
COVID-19 Impact on the Retail industry

The Clothing Manufacturers Association of India (CMAI) said that only 8% of its members have
funds to pay salary since 90 percent of all apparel retail is still at physical stores.
Leading retailers have jointly urged the government to reopen non essential retail across trade
channels including malls, high street and commerce to boost consumption, restart cash engine
and reset the economy.
“Export is going to remain anemic. We need demand to run our factories,” said Kulin lalbhai,
executive director of arvind Ltd, that sells brands such as Calvin Klein, Tommy Hilfifger, Arrow
and Gap. Retail industry employs 46 million people, out of which 90 percent are in blue collar
segment. If the industry loses one million jobs due to the pandemic, retailers association of India
that has over 15000 retail members, estimates a livelihood impact of 5-6%. Moreover, non
essential industry is hit hard as the lockdown has overlapped in the high season of March-May.
Retailers said that the pain will be enlongated if consumption and retail do not go hand in hand
now. “Without consumption, it will be impossible to kickstart our supply chain. If we want to
restart the economy we need to ensure cash availability” said Rakesh Biyani, managing director
of Future Retail, adding “Getting 30-50% of the existing working capital and longer moratorium
of six months are required as non-essential industry will take some time to revive”
Non essentials such as fashion and electronic contribute 50% to the total retail while food and
other essentials account for the rest. Modern retail generates 10-12% of the overall sales,
accounting to Retailers Association of India.
Sandeep kataria, CEO of Bata India, said “Non essential retail should be put on high priority to
bring 4.5 million workers in the footwear industry back into production. We need high street,
ecommerce and malls to reopen as retail is sitting on high stocks this season.”
Retail industry is estimated to take 9-12 months to recover amid the pandemic; the demand for
non essential retail is projected to open with 40% of the value noted in pre- covid times. The cost
of business across non-essential sectors is likely to increase by 30-35% post lockdown.
Five key areas where retail executive should be focusing their attention in today’s highly fluid
social, economic and health environment.
1. Managing demand fluctuations

In ‘red zone’ markets where the virus is spreading, virtually every retail outlet-except grocery
stores and pharmacies has shut their doors. Even those markets not under quarantine orders have
seen a precarious drop off in physical footfall in retail outlets and malls.
Yet while some retailers are seeing demand fall away and customers shift channels, other are
facing unprecedented spikes in demand. Grocery retailers, in particular are dealing with
significant out of stoch situation on many key products as consumers hoover up supplies
perceived to be essential. The ability to predict and manage demand has never been more
important.
2. Shoring up the cash reserves
Retailers, particularly those with physical footprints, are rethinking their current cash positions
and trying to assess how they will continue to pay the bills should the downturn in demand
continue for a prolonged period of time. In particular, retailers should be taking a close look at
their current and predicted liquidity profile and assessing any changes in their working capital
dynamics or short term cash forecasts.
Given the industry’s high dependency on cash to pay for stock, real estate and importantly- staff,
many retailers are now also talking with policy makers to see how they can influence and take
advantage of and hardship funds, rental renegotiations and rate holidays.
Many retailers are also now reviewing their overall financial stability under a variety of different
scenarios and if required, engaging with lenders to refinance loans or amend financial covenants
that may be impacted.
3. Protecting the people
The covid-19 virus has already led to a number of workplace shut downs and quarantines.
Retailers must have a plan that ensures the safety of the employees while also trying to maintain
business as usual activities. Beyond simply creating a crisis communications plan, retailers
should be thinking about how they will manage their workforce under various different
scenarios.
China’s experience shows how innovative companies might address these challenges during the
height of the outbreak there, grocery operators temporarily hired thousands of restaurant
employees who were idle due to restaurant closure to help meet spikes in demand. Other
companies have been moving employees around the organization to fill gaps and relieve
overworked departments.

4. Thinking about the longer term supply challenges

While grocery retailers are trying to manage significantly supply challenges due to consumer
panic buying and resulting stock outs, most non food retailers are not yet feeling the full impact
of supply disruptions, drops in demand coupled with long lead times and inventory warehousing
means that short term supply is generally not a problem. But as the situation evolves, we expect
to see significant variations in the magnitude and timing of supply chain disruptions across
geographies and subsectors. Retailers should be talking to their key suppliers to assess their risks,
identify any indirect exposures and create contingency plans.
5. Talking to customers
Retailers should also be thinking about the impact these massive changes will have on the
customer and the customer relationship. How will you maintain trust in your brand and your
products and services? How will you reset expectations for today? And how will you recover the
customer experience in the future?
In this environment, shoring up the customer relationship is just as important as shoring up the
bottom line.
BACKGROUND OF THE STUDY
EMOTIONAL INTELLIGENCE
Emotional Intelligence refers to the capability of an individual to manage and control

his or her emotions and possess the ability to control the emotions of others as well. In other
words, they can influence the emotions of other people also.
Emotional intelligence is a very important skill in leadership. It is said to have five main
elements such as – self awareness, self- regulation, motivation, empathy, and social skills.
Emotional intelligence has become a topic of vast and growing interest worldwide and is

concerned with the ways in which we perceive, identify, understand, and manage emotions. It is
an aspect of individual difference that can impact a number of important outcomes throughout a
person’s lifespan. Emotional intelligence is one of the hot topics among business and HR
professionals lately. Emotional intelligence has had a huge impact on management since Daniel
Goleman published his book popular book on Emotional intelligence for a wider audience.
To some of the people the term ‘Emotional Intelligence’ is an oxymoron. As we know

intelligence implies rational thinking, supposedly without and emotion. The key to this
compelling question touches many areas of research in Psychology and Management, the two
fields which rely heavily on the various facets of Emotional Intelligence in demystifying some
key questions. Moreover, emotional intelligence is related to positive outcomes such as pro-
social behaviours, parental warmth, and positive family and peer relations.
Emotional intelligence is commonly defined by four attributes:
 Self management: Self management or Self regulation, refers to the act of taking
responsibility for our emotions and how they impact our decision and behaviors. You are able to
contro impulsive feelings and behaviors, manage your emotions in healthy ways, take initiatives,
follow through on commitments, and adapt to changing circumstances.
This Emotional Intelligence has six different skill attributes
 Self control
 Trustworthiness
 Conscientiousness
 Adaptability
 Achievement orientation
 Initiative
 Self Awareness: Self Awareness is the ability to understand your own emotions and their effects
on your performance. You know what you are feeling and why- and how it helps or hurts what
you are trying to do. You sense how others see you and so align your self-image with a large
reality. You have an accurate sense of your strengths and limitations, which gives you clarity on

your values and sense of purpose, so you can be more decisive when you set a course of action.
As a leader, you can be candid and authentic, speaking with conviction about your vision. You
recognize your own emotions and how they affect your thoughts and behavior. You know your
strengths and weaknesses, and have self-weaknesses, and have self- confidence.
 Social awareness: Self awareness is the ability to take the perspective of and empathize with
others from diverse backgrounds and cultures, to understand social and ethical norms for
behavior, and to recognize family, school, and community resources and supports. You have
empathy. You can understand the emotions, needs and concerns of other people, pick up on
emotional cues, feel comfortable socially, and recognize the power dynamics in a group or
organization.
 Relationship management: you know how to develop and maintain good relationships,
communicate clearly, inspire and influence others, work well in a team, and manage conflict.
 Empathy and compassion: Empathy and compassion is also one of the type of emotional
intelligence. Empathy is the ability to put yourself in someone else’s shoes and understand how
they may feel or react to a certain situation. When one has empathy the capacity to feel
compassion in open. The emotional that we feel in response to suffering that motivates a desire
to help. The more we can relate to others, the better we will become at understanding what
motivates or upsets them.
Importance of Emotional intelligence in the work place
Emotional Intelligence is widely recognized as a valuable skill that helps

improve communication, management, problem-solving, and relationships within the workplace.
It is also a skill that researcher believes can be improved with training and practice.

Emotional intelligence affects the everyday decisions employers make, such as promoting,
hiring and firing employees. Employers may also use EQ as part of their assessment of which
employees have leadership potential, or who is next in line for a pay rise or promotion.
Advantages
1. It allows for better team work

One of the advantages of emotional intelligence is to allow for better team work.
With the higher emotional intelligence an individual can maintain good relation with other in
turn it helps him to understand each and every individual hence it allows for better team work in
an organization. Through this they may have good communication, trust each other and value
others input.
2. We can handle those tough conversation

One of the important advantage of emotional intelligence is we can handle those
tough conversation. By having emotional intelligence an individual can utilize his skill to handle
those situations in a right manner. Emotional intelligence allows an individual to handle those
conversations by emotionally connecting with the other person before finding a resolution.
3. It’s an important people skill

We can say that emotional intelligence plays a vital role in each and every
individual’s life. Emotional intelligence allows you to quickly build trust with people as well as a
rapport. It makes us to understand their feelings and empathize with them.
4. It is a key features of a strong leader

One of the advantages of emotional intelligence is it is a key feature of a strong
leader. To be a good leader he should have high emotional intelligence skill then only he can
able to manage any task easy. Being an leader he has to face many struggles and problems in his
daily life emotional intelligence may help him to overcome from it.
5. Culture

Culture is also considered as one of the advantages of advantage of emotional

intelligence. The environment where everyone respects and trusts one another creates a culture of
support and mutual benefit. This type of positive environment is enjoyable and rewarding for
those who work together. Such a collaboration culture between the people increases retention
and establishes good will among company members and teams.
6. Motivation
High emotional intelligence helps an individual to have self motivation to work
effectively. There are few people who are hard workers with a growth mindset and persevere in
the face of obstacles. Self motivation plays a vital in each and every individual’s life because
others cannot always think of our self they do have others also to be take care of hence self
motivations grab important role in everyone’s life.
7. Better relationship
Relations with people in the organization has direct impact on the respect which we
have on others as well as the quality of result we are able to achieve. Knowing how to maintain
good relations is the key element to have effective relationship with others. If one feels to share
or ask any information from other he can do so by having the skill to have conversation with
them, to have smooth conversation he should have good relationship them they only he can have
successful conversation with them hence hence better relationship is also one of the important
element of emotional intelligence.
8. Self awareness
One of the advantages of emotional intelligence in self awareness. People with high
emotional intelligence understand themselves more extremely. They understand what is
important to them and are committed to their own development. They are further open to
feedback which helps them to improve themselves. They are also more aware and sensitive to the
feelings and emotions of others.
Work life balance at work place

Work life balance typically means the achievement by employees of equality between time spent
working and personal life. A good work-life balance for employees can improve staff
motivation, increase staff retention rates, reduce absence, attract new talent, and reduce
employee stress. The right to request flexible working is designed to encourage employees to
improve their work life balance. Employees with 26 weeks continuous service have the right to
request from their employer a change to the number of hours they work, the times they work or
the place where the work.
Work life balance is the term used to describe those practices at workplace that acknowledge and
aim to support the needs of employees in achieving a balance between the demands of their
family and work lives. The work foundation, earlier known as the industrial society, believes that
work life balance is about people having a measure of control over when, where and how they
work. It is achieved when an individual’s right to a fulfilled life inside and outside paid work is
accepted and respected as the norm, to the mutual benefit of the individual, business and society.
Work life balance is not merely work family balance. More specifically, it refers to the
management of one’s professional responsibilities and family responsibilities, towards children,
aging parents any disabled family member or a partner/spouse effectively. One can have work
life balance but may not have anything left for oneself, for ones community for ones own
personal growth and development rest and relaxation. So it is possible to have work family
balance and still need to achieve work life balance.
The concept of work life balance has emerged from the acknowledgement that an individual
work life and personal life which may exert conflicting demands on each other. Conflict is a
normal part of life of a mother, daughter, daughter in law, wife, friend, and employees. In order
to manage the negative spread over of conflict, it is important to balance the demands from both
the domains. Work family balance is about adjusting work patterns to achieve overall fulfillment.
A good work family balance enables business to thrive and at the same time facilities the
employees to easily combine work with other aspiration and responsibilities, work family
balance should not be understood as scheduling equal number of hours for each of ones work and
personal activities. A positive work family balance involves achievement and enjoyment. A good
working definition of work family balance may be meaningful if daily achievement and
enjoyment in each of the quadrants of life work, friends and self attained. The best work family

balance varies for an individual during the life span. At different stages of career and age,
different factors demand importance at once. There is no one work family that fits all because all
of us have different priorities and different styles of life. However, it is not just the balance that
an individual desires, but the fulfillment in the roles enacted in life.
Ways companies can help employees to achieve work life balance
Work life balance is not a new concept. It simply means carving out appropriate time fro your
professional and personal life. But lately its become a trend with small businesses and startups
using it to attract young talent which has lead to defining exactly what it means for their
employees. Often times it comes down to how a growing company can achieve maximum
productivity at a reasonable cost to their employees tome and well being. More recently,
companies have been finding that productivity comes in different forms for different employees,
leading to a revolution in what a normal work day looks like. We recently asked 17 CEOs
business leaders and entrepreneurs what their process is to achieve work family balance. It turns
out, it can take on many different forms.
1. Set borderlines with your clients

Lakshmia maria, believes in setting expectations of when work is to be done helps
boost productivity and retention. In order to maintain a highly productive and happy workplace,
we make sure that we have clear boundaries set up b/w us and our clients.
2. Ask your workers what they need
The organization should take initiatives towards asking their employees what they
need. Whether they are feeling comfortable or they are facing any problem if they are facing any
problem organization should find out and provides necessary steps to overcome from it.
3. Educate Employees
One of the best way to enhance healthy work family balance is to actually teach
your employees about it. Offer seminars on what work family balance is, why its important, and

different things they can do to achieve it. We can conduct the seminar ourself or even we can
also hire a professional to give the presentation. Educating your employees will give them the
tools they need to help themselves and that’s crucial step.
4. Adopt “flextime”
Permitting your employees to have flexible work hours or days is a best way to
encourage a healthy work family balance at our organization. There are several different ways
for flexible timings we can give a weekly hour requirement but allow employees to space the
time out choose as long as they reach the required total , we can offer an hour range or even have
no requirement so long as the necessary work gets done.
5. Encourage efficient work
Working more and being productive are not necessarily one and the same. For eg:
Britain has longer working hours than their European neighbors yet still has lower productivity.
In addition to performance concerns working long hours has proven to be damaging to
employees morale – the mental health foundation reports that when working long hours, some
employees feel depressed, anxious and some feel irritable. So instead of encouraging your
employees to work longer hours instead motivate them to work more efficiently.
6. Lead by example
One of the easiest ways that an organization can help employees to work family
balance is by giving examples for each case so that they understand the things better hence by
doing this their confusion can be cleared.
Relationship between Emotional intelligence and work life balance
It is generally considered that workers with higher emotional intelligence will have higher work
life balance. This is because the employees with higher emotional intelligence and able to cope
with consequences which may arise out of stress whereas those with less emotional intelligence
wont be in a position to overcome the stress situations. In addition in a group setting employees
with higher Emotional Intelligence will be able to influence the emotions of others in such a
manner that they will be able maintain a satisfied personal and professional life. This paper tries
to bring into focus the major challenges encountered in these areas and the solutions that will aid
organizations to deal more significantly in increasingly their effectiveness. The review on the

related literature in the area of EI and work life balance studied in this research has provided the
researcher an insight into many factors.
CHAPTER- 2
REVIEW OF LITERATURE
“Conceptual study of relationship between Emotional intelligence and work life balance in
corporate world” By Prof. Sandhya Shelar (assistant professor, IBMR Wakad, Pune) in 2015. In
this research paper Prof. Sandhya has explained the relationship between Emotional intelligence
and work life balance. The main objective of this study is to examine the dependence level of
Emotional intelligence and work life balance with one another and also to study the positive
association of work life balance with emotional intelligence. In this study she has clearly
explained about what is emotional intelligence and work life balance and how essential these are
in the organization. She also explained how interpersonal relationship plays an important role in
an organization.
“Emotional Intelligence and Work Life Balance” by P. Shylaja (Associate Professor, aditya
global business school, suramplaem, east Godavari dist., Andra Pradesh) And Dr. Ch.
Jayasankara Prasad (Sr. assistant professor of marketing and HOD i/c Dept. of business
management, Krishna university, machilipatnam) in 2017. In this research paper they have
explained about how work life balance plays an important role in employee’s life. To know more
about the study they have explained what is emotional intelligence work life balance and how
emotional intelligence and work life balance is important in an organization. They have collected
feedback from the employees to execute the research through questionnaires and from that
feedback they have identified that work life is an essential factor in employees performance and
one of the reason for employee turnover. They have concluded the report by saying work family
life has serious reflection on the employees and therefore on organizations too. So recruiting the

employees with good emotional intelligence would be a first step towards reducing this conflict
and reducing the turnover.
“Role of emotional intelligence and work life balance of career women in job stress” by P. Neeta
(PhD scholar, alagappa institute of management, alagappa university) and Dr. S. Sudhamathi
(Asst. Prof, alagappa institute of management, alagappa university) in 2018. In this research
paper, the aim of this study is to investigate role of emotional intelligence and work life balance
of career women in job stress. The objectives of this study are to find out the relationship b/w
emotional intelligence of career women in job stress. And to identify the factors causing job
stress in a work place. In this study they have explained about statement of the study, scope of
the study and various factors causing job stress in an organization. The research has ended by
saying IQ alone cannot contribute for the success of an individual but also emotional quotient or
emotional intelligence is also essential for an individual to be success in both work life and also
in personal life.
“Emotional intelligence and work life balance of employees in retail sector” by R. Satish kumar
(Assistant professor, school of management studies, maharajahs post graduate college) and K.
Meera Jyothirmai (Research scholar, GITAM institute of management, GITAM university) in
2017. The objective of this study is to examine the role of emotional intelligence in managing
role conflict and enhancing quality of work life happiness among the retail employees and to
know the contribution of emotional intelligence in the total effectiveness of employees specific
goals. They have collected information from the employees to draw conclusion of the study
through questionnaires. They have identified that work life balance of retail employees in an
issue that has attracted the interest of researchers, educationists and the leaders of the retail
management. Managing both professional and personal life effectively has become a major
challenge for the retail employees.
Statement of the problem

Stress is considered as weakens the employees to fulfill their activities. It has considered has
major challenge to workers health and the healthiness of the organization. Job stress can be a
major problem to the organization as well as to the individual It acts as a demotivator in
employees life. Stress is considered as disadvantage for both employees and organization.
Through stress employees may face ulcers, high blood pressure, cancer, respiratory illness,
strokes etc…. However, all individuals do not develop such problems in face of stress. The
researcher is examining the role of emotional intelligence and work life balance in job stress.
Scope of the study
This study is known that how employees try to manage their work – life in job stress. The
researcher has taken the staffs from big bazaar retail store to understand the culture and work
environment. Emotional intelligence and work life balance both are essential element in the
present competitive market environment to maintain best quality of skills and knowledge, to
increase the confidence of the employees. High emotional intelligence and work life balance
helps the workers to fulfill their goals and needs. And to study various factors causes stress in an
organization.
Objectives of the study

 To study the role of emotional efficiency and work life balance in job stress
 To examine the relationship between emotional intelligence and job stress.
 To find out the circumstances causing job stress in an organization.
Sampling
Sample Technique
Simple random sampling: Simple random sampling is one of the simplest ways of collecting data
from the total population. In simple random sampling each member gets an equal opportunity of
being selected.

Sample Frame
It is considered from various sources from where information about the respondent is extracted
and it involves selecting a group of people with which to conduct a study.
Sample Size
An effort was made to select respondents evenly through Depth interview with 5 respondents and
telephonic interview with 10 respondents.
TOOLS FOR DATA COLLECTION
The tools used for data collection are;

 Questionnaires
 Telephonic interview
 Personal interview (In case of illiteracy)
DATA ANALYSIS
Analysis of the study is done through questionnaire from the respondents and also from the
internet and few circumstances.
LIMITATION OF STUDY
 The first limitation of the study was this study is restricted to only one organization,
discussing only two factors in order to complete the research. However in the future the
research could be expanded to more dimensions of the same area.
 Sample size was limited to have research in depth
 Could not have face to face conversation with employees due to covid-19
CHAPTER -3

PROFILE OF THE SELECTED ORGANISATION AND RESPONDENTS
FUTURE GROUP
Future group is India’s largest retailer and one of the leading business houses with a strong
presence in retail.
Future group is one of the India’s leading business houses with multiple businesses spanning
across the consumer space. Led by Mr. Kishore Biyani, operates through six verticals: Retail,
capital, brands, space, media, and logistics.
Apart from Pantaloon retail, the group’s presence in the retail space is complemented by group
companies, Indus league clothing, which owns leading apparel brands like indigo Nation,
scullers and urban yoga, and galaxy entertainment limited that operates blowing Co, sports car
and brew bar.
Future Capital holdings, the groups financial arm, focuses on asset management and consumer
credit. It manages assets worth over 51 billion that are being invested in developing retail real
estate supermarket format, Future Money and soon plans to offer insurance products through a
joint venture with Italian insurance major, Generali.
The group is currently developing over 50 malls and consumption centers across the country and
has formed a joint venture company focusing on mall management with Singapore-based Capital
land.
The motto of Future Group, to not to wait for the future to unfold itself but create future
scenarios in the consumer space and facilitate consumption is development. Thereby, it well
effect socio-economic will not just posting satisfactory results, they are writing success stories.
More than 600 million customer visits are recorder across the 2000 Future Group retail stores,
covering over 24 million square feet of space in over 400 cities and towns. Millions more
interact with group’s brand and businesses through e-commerce sites, social media and mobile
apps like FuturePay and EasyDay Club.

Future groups food value chain operates with its nation-wide network, reaching the smallest
towns and cities with its sourcing and manufacturing units, and integrated distribution systems.
Tasty treat, Golden Harvest, Karmiq, Kara, Sunkist, ThinkSkin, Mother Earth, Kosh, Nilgiris are
among the leading brands from the future group.
In fashion, our manufacturing facilities produce garments designed and sourced by a talented
team of trend-spotters, designers and merchandisers. Brands like Lee Cooper, John Miller, Cover
Story, Indigo Nation, Scullers, Knighthood, DJ&C, Bare, UMM, and ancestry are some of our
key brands.
The flagship retail brand Big bazaar is ranked among the most valuable Indian brands (Inter
brand), and among the most trusted brands (Nielsen). Leading department store network, Central,
smart prices retailer, Brand Factory, and popular fashion destination FBB are also a part of the
group, along with a growing chain of small neighborhood stores, Easy Day and Heritage Fresh,
and convenience stores WH Smith and 7- Eleven.
Vision:
Future group shall deliver Everything, Everywhere, Every time for Every Indian Consumer in
the most profitable manner.

Mission:
 We share the vision and belief that our customers and stakeholders shall be served only
by creating and executing future scenarios in the consumption space leading to economic
Development.
 We will be the trendsetters in evolving delivery formats, creating retail reality, making
consumption affordable for all customer segments-for classes and for masses.
 We shall infuse Indian brands with confidence and renewed ambition.
 We shall be efficient, cost-conscious and committed to quality in whatever we do.
 We shall ensure that our positive attitude, sincerity, humility and united determination
shall be the driving force to make us successful.
Values:
 Indianans: confidence in ourselves.
 Leadership: to be a leader, both in thought and business.
 Respect and humility: to respect every individual and be humble in our conduct.
 Introspection: leading to purposeful thinking.
 Openness: to be open and receptive to new ideas, knowledge and information.
 Valuing and nurturing relationship: to build long term relationships.
 Simplicity and positivity: simplicity and positively in our thought, business and action
 Adaptability: to be flexible and adaptable, to meet challenges.
 Flow: to respect and understand the universal laws of nature.
Major Milestones
1987 – Company incorporated as Men’s Wear Private ltd, launch of pantaloons trouser, India’s
first formal trouser brand.
1991 – Launch of BARE, the Indian jeans brand.
1992 - Initial public offer (IPO) was made in the month of May.

1994 – The Pantaloons Shoppe exclusive men’s store in franchisee format launched across the
nation. The company starts the distribution of branded garments through multi-brand retail
outlets across the nation.
1995 – John Miller- formal shirt brand launched.
1997 – Pantaloons-India’s family store launched in Kolkata.
2001 – Big bazaar, ‘Is se sasta aur accha kahi nahin’ – India’s first hypermarket Chain Launched.
2002 – Food bazaar, the supermarket chain is launched.
2004 – central- ‘Shop, Eat, Celebrate in the heart of our city’ – India’s first seamless mall is
launches in Bangalore.
2005 – Fashion Station- the popular fashion chain is launches all- ‘ a little larger’- exclusive
stores for plus-size individuals is launched
2006 – Future Capital Holdings, the company’s financial arm launched real estate funds Kshitij
and horizon and private equity fund in division. Plan forays into insurance and consumer credit
multiple retail formats including collection furniture Bazaar, Shoe factory, E- Zone, Depot, and
futurebazaar.com and are launched across the nation. Group enters into joint venture agreements
with ETAM Group and Generali.
FUTURE GROUP
 Future group is the leading retailer in India. The future group comprises of
 Retail
 Telecom
 Finance
 Insurance
 Education
 Wellness
 The company operates over 17 million square feet of retail space
 It has over 1000 stores across 200 cities across country and employees over 40,000
people
 The company operates 215 big bazaar stores
 The company operates 36 food bazaar stores

 The company operates 54 Fashion at big bazaar stores

 Retail space of over 17 million square feet
AWARDS
 Indian Retail Forum Awards 2008
 The INDIASTAR Award 2008
 Retail Asia Pacific 500 top Awards2008
 Coca-cola Golden Spoon Awards 2008
 The Reid and Taylor Awards for retail Excellence 2008
 Platinum Trusted Brand Award Images Retail Award 2005, 06
 DLF Award 2004
 Cold chain strategy summit 2017
 Silver at Effie 2018
 Financial express awards 2018
 IMAGES most effective marketing and promotional campaign of the year 2018
 IMAGES most admired national supermarket 2018
BIG BAZAAR

Big bazaar was founded in 2001 by KISHORE BIYANI, the founder and chief executive officer
(CEO) of the parent company, the future group.
Big bazaar is an Indian retail store that operates as a chain of hypermarkets, discount department
stores, and grocery stores. The retail chain was founded by Kishore biyani under his parent
organization future group which is known for having a significant prominence in Indian retail
and fashion sector. Big bazaar is also the parent chain of food bazaar, fashion at big bazaar.
Big bazaar offers a wide range of merchandise including fashion and apparels, food product,
general merchandise, furniture, electronics, books, fast food and leisure and entertainment
sections.
There are 214 stores across 90 cities and towns in India covering around 16 million sq. ft. of
retail space.
“Big bazaar is a chain of hypermarket in India”
Big bazaar has released the doors for the fashion world, general merchandise like sports, goods,
crockery, utensils and home furnishing etc.. at best economical prices.
Big bazaar group offers more than 100 stores all over the country with an amalgamation of
Indian bazaars fell and touch with a convenience and choice of the modern retail facilities.
Big bazaar has become a massive hit with lower middle class and middle class people as a major
client base. Reflects the look and feel of Indian bazaars at their modern outlets.

Big bazaar owned by Pantaloon Retail India Limited, the flagship retail chain of the Future
Group, achieved a unique milestone in the history of the world retail- by being the first
hypermarket format in the globe to roll-out the fasted 101 stores in a short span of seven of seven
years. This hypermarket chain was introduced in India by Pantaloon Retail (India) Limited. The
year was 2001. The first store opened in Kolkata and was followed by stores in Hyderabad,
Bangalore and Aurangabad in a short span. It works on the same economy model as Wal-Mart
and has had considerable success in many Indian cities and small towns. The Group is confident
of the Indian retail story. It has not slowed down its expansion plans despite many other retailers
slowing expansion, reducing the number of outlets, effecting layoffs and even exiting the
businesses. In 2006-2007 more Indians discovered the value of shopping in Big Bazaar, Big
Bazaar launched 27 new stores in 22 cities, covering over 1.40 million square feet. While Big
Bazaar continued to expand in the large cities like Agra, Allahabad, Coimbatore, Surat, Panipat,
Palakkad, Kanpur, Nashik, Jalagaon and Kolhapur. By May 2008, there were 89 Big Bazaar
spread across various cities and towns across the country. Big Bazaar plans to have 300 stores
and is expecting revenues of 130 billion rupees by the year 2011.
Objectives of the big bazaar
The central objectives for earlier businesses of Big Bazaar were to bring in stability and
consolidation. They were built to enforce order. However, in the new era where nothing remains
constant, the dominant theme for businesses needs to be speed and imagination.
The new macro differentiator can be design. Design is helping companies to sell differentiated
experiences and solutions that connect with the consumers emotions. Its no longer about selling
products and services alone. Nor is it just about a relationship and invite the customers to
become a part of the transformational scenario. Design management is helping us position the
customer at the centre of every decision we take and also operate with true entrepreneurial spirit.
Target customers
Big bazaar targets higher and upper middle class customers because there has been growth in
Indian middle class that has so far been used to buying apparel and groceries from small and
clustered neighborhood market shop is fast realizing the joys of visiting malls that have redefined
the freedom to shop and entertain. Such malls are the new temples of leisure and weekend

entertainment. India’s national council for applied economic research estimates that the nations
middle class population currently comprises about 17 million household- 90 million people-with
annual earnings ranging between $4500 and $22000. An additional 287 million could be termed
as aspires or those that hope to join the middle class in the near term. Rising incomes,
particularly in the lower and middle income households, are impacting retail growth in India as
these groups tend to spend more on spend more on upgrading and diversifying their lifestyles,
eating out and moving on to processes and convenience foods.
Targeting young working class
The large and growing young working population is a preferred customer segment for big
bazaar. These young people are early adopters of most modern product lines.
The ongoing boom is sectors such as information technology and business process outsourcing
has create a clientele with high disposable income and a increased demand for lifestyle
merchandise such as watches, cosmetics and perfumes. This is a much travelled and brand savvy
urban population. Interestingly, an estimated 40-50% of the Indian working woman’s salary is
spent on apparel and footwear. Eating out, mobile phones and accessories make up the other
leading spending options. Big bazaar specifically target young, working professionals, home
makers who are primary decision maker.
Value for money
All our lines of business are consumer centric and I believe that if we are to be in the larger
consumer space, we would need to keep changing, evolving and accordingly be flexible in our
business plans. Consumers are the same everywhere; we are only bound by our social systems.
Their desires greed’s and needs are similar. The value for money proposition is so ingrained in
the Indian consumers mind that he needs to be shown true value all the time.
Therefore all our current and future businesses would necessarily have the common denominator
as the consumers.

All our alliances and relationship with many companies have been built, keeping the synergies of
business and consumers offerings in mind.
Image
‘Is se sasta aur accha kahin nahi’ nothing captured the spirit of big bazaar better than this one
liner. It is a simple statement and yet it positioned at the top of Indian customers mind. It shows
that big bazaar was built on the foundation of entrepreneurship and simplicity. They believe in
service and value for the customers. They consider that it is their only duty to keep customer in
mind at every step, they go that extra mile and buy directly from source in bulk so that they can
get best rates by keeping the margin low.
Big bazaar is constantly on the lookout for finding ways and means to improve the current state
of affairs. Thus, innovation is a very important aspect of their working strategy. The other very
important philosophy is that of Indians. All the concept and formats as well as the way of doing
things are very Indian. The way Big Bazaar is designed and the way the whole concept has
developed reflects a sense of indianness.
Study parameters of Big Bazaar
In order to implement specific retail strategy managers prepare the ideal combination of retail
mix variables and coordinate the activities of the different elements of the mix such as:
 Merchandise assortment
 Location
 Price
 Visual merchandising
 Store atmosphere
 Customer service

 Advertising
 Promotion
 Personal selling
BIG BAZAAR SUBSIDIARIES

Major brands in Big Bazaar
1. Levi’s
2. Hindustan Unilever limited
3. Pepsi
4. Kissan
5. Britannia
6. Coco Cola
7. P&G
8. Nokia
9. Spalding
10. HP
11. Samsung
12. Allen solly

4 P’s of Marketing
Marketing is the promotion of products especially advertising and branding. Marketing practice
tends to be seen as a creative industry, which includes advertising, distribution and selling.
Marketing mix is a deciding factor in formulating marketing techniques for the success of a
particular brand, commodity or company. The components of marketing mix are:
Product
Price
Place
Promotion
 Product
Big bazaar offers the maximum variety for every section of product. The product is
identical in every store in the city but the brand options are more in big bazaar and the quantity
for each product is not limited to large packs only. The commodities sold by the retail chain
include its own products which get a ready distribution network. The own products of big bazaar
include “My world fashion” magazine which is not available anywhere else. So costs are very
low for such products.

 Price
Price is the difficult point in a competitive market. Big bazaar works on a low cost basis. It
considers its discounted price as its Unique selling proposition (USP). There is an average
discount of 6 – 8 % on all products in respect to their market retail price. Prices of items are low
because it is able to secure stock directly from the manufacturer. There are huge synergies in
products of bulk purchasing, transportation and central warehousing. These all factors are very
helpful for the retailers to keep low prices.
 Place
Place means the location of the business. Big bazaar has always worked on cheap locations.
Targets semi- urban population with its placement. Its strategy is to low price location and it
never went for hotspot in the city. It relied on promotional activities to make up for unattractive
areas. Another strategy used by big bazaar to overcome area disadvantage is use of internet. It
has launched a merchandise retailing website www.futurebazaar.com which targets high end
customers ready to use credit cards. The promotion of this website is done through advertisement
on google. The website is put as sponsored link.
 Promotion
Big bazaar has huge promotion budgets. The idea behind all advertisement is to make
people do bulk shopping. There are two types of promotional strategies of big bazaar. One is the
advertisement which promotes the brand and creates awareness towards people. It is not targeted
at promoting each store but only creates an image of big bazaar as low cost shopping. The store
and also started reality show type promotional campaign the big bazaar challenge promotions
like “Sabse sasta din” ( cheaper day) are a very successful strategy to get good results. In this
products across categories such as furniture, electronics, utensils, apparels and food products at
the lowest possible prices coupled with attractive promotional schemes. Some of the most
attractive offers being a 20ltrs branded microwave oven with grill for Rs. 2399 jeans and trousers
for Rs 199 and HCL laptops for Rs 22800.
SWOC Analysis of Big Bazaar
Strengths in the SWOC analysis of Big Bazaar
 High brand equity enjoyed by Big Bazaar

 State of the art infrastructure

 A vast variety of stuff available under one roof
 Everyday low prices, which attract customers
 Maximum percent of footfalls converted in sales
 Huge investment capacity
 Biggest value retail chain in India
 It offers a family shopping experience, where entire family can visit together.
 Available facilities such as online booking and delivery of goods
Weaknesses in the SWOC analysis of Big Bazaar
 Unable to meet store opening targets on time

 Falling revenue per sq ft
 General perception: ‘Low price = Low quality’
 Overcrowded during offers
 Long lines at billing counters which are time consuming
 Limited only to value offering low price products. A number of branded products are still
missing from Big Bazaar’s line of products. E.g. Jockey, Van heusen,
Opportunities in the SWOC analysis of Big Bazaar
 A lot of scope in Indian organized retail as it stands at approximately 4%.

 Increasing mall culture in India.
 More people these days prefer to visit big stores where they can find large variety under
one roof
Challenges in the SWOC analysis of Big Bazaar
 Competition from other value retail chains such as Shoprite, Reliance (Fresh and trends),
Hyper city and D mart.

 Unorganized retail also appears to be a threat to Big Bazaar’s business. A large

population still prefers to visit local convenient stores for daily purchases
 Changing Government policies
 International players looking to foray India
Innovation of Big bazaar to satisfied and attract customers

Big bazaar introduced the Wednesday Bazaar concept and promoted it as”Hafte Ka Sabsa Sasta
Din”. It was mainly to draw customers to the stores on Wednesday, when least number of
customers is observed.
Maha bachat was started off in 2006 as a one day campaign with attractive promotional offers
across all Big Bazaar stores. Over the years it has grown into a 5-6 days biannual campaign. It
has attractive offers in all its value formats such as Big bazaar, food bazaar, electronic bazaar and
furniture bazaar- catering to the entire need of a consumer
On February 12, 2009 big bazaar launched “The great exchange offer” through with the
customers can exchange their old goods in for Big bazaar coupons. Later, consumers can redeem
these coupons for brand new goods across the nation.
POSITIONING STRATEGY OF BIG BAZAAR
Big bazaar is holding a very strong position in the market and is growing very fast. It captures
the maximum Indian market and with a strong financial background a did has to go a long way
through.
The low price strategy it is successfully running its business allover India and is still growing
bigger and bigger. The following graph shows the product life cycle of big bazaar which is
currently at the growth stage.
RETENTION STRATEGY AT BIG BAZAAR

Big bazaar strives to foster a feeling of well being in their employees through care and respect.
Big bazaar have several structured processes including employee mentoring and grievance

management programmers which are intended are encouraged to improve interpersonal

relationship. Big bazaar also acknowledge the efforts exerted by their employees by organization
an annual celebration called pantaloon day where big bazaar recognize employees who have
shown exceptional talent, sincerity and dedication. Big bazaar have implemented an employee
suggestion programme called Prerna wherein the employee can give their suggestions. Every
quarter the best suggestion received per zone per format is awarded prize called ‘Golden cap’.
Buy 2 get 1 free types of promotions are very common. Original prices are cut down and new
prices are shown, of which customer takes quick notice. There are loyalty schemes which reward
regular clients.
BIG BAZAAR’R NEW MARKETING STRATEGY

Big bazaar has launched new marketing strategy which is based on guerrilla marketing. Guerallia
marketing warfare strategies are a type of marketing warfare strategy designed to wear- down the
enemy by a long series of minor attacks, using principles of surprise and hit and run tactics.
Attack, retreat, hide, then do it again and again until the competitor moves on to other markets.
Guerrilla force is divided into small groups that selectively attack the target at its weak points. In
the world of cut throat competition, corporate use extension of the same strategy in marketing.
Corporate like pepsi coke etc have been using the same for quite some time now and the latest
entrant is our very own ‘Future Group’ – Big bazaar, future bazaar, pantaloons, e zone are part of
this group.
ADVERTISING- THE ESSENTIAL OF BRAND BUILDING PROCESS

Advertising is an essential component of brand building. The advertisement and brand building
is done through various ways the techniques used are
Tag line- Big bazaar tag lines are the components of advertising. These tag lines are modified
according to demographic profile of customers. These catchy phrases appeared on newspapers in
every city where Big bazaar was launched.
Print advertisement- big bazaar newspaper advertisement are present just before week of any
new scheme.

Television Advertisement- Kishore Biyani spends a of money in brand building exercise. Big
bazaar commercials are shown on various channels in India. Presently fashion at big bazaar
commercial is aired.
Road side ads – big bazaar bill boards are displayed on prime locations in various cities as a
brand building exercise. They display the catch phrases now days.
Radio Advertisement- this technique is used in cities like sangli. Now a day it is replaced by
advertisements on FM channels, this informs customers about all new happenings at Big bazaar.
CHAPTER – 4
DATA ANALYSIS AND INTERPRETATION
Research Findings
The purpose of this study was to determine the role of emotional intelligence and work life
balance in reducing work stress. Based on the depth interview conducted among 5 employees
and telephonic interview among 10 employees from the Big Bazaar.
A) Profile of the respondents
Table 4.1 Age of the respondents
Age in years Frequency Percentage

20-30 14 93.33
31-40 01 6.67
More than 40 years 00 00

Total 15 100%
Graph- 4.1 Age of the respondents

16
14
12
10
0
20-30 31-40 More than 40 years
Above shown graph says that nearly 93.33% of the respondents are under age group of 20-30,
where only 6.67% of respondent comes under 31-40. Some interesting feature of this data is that
young respondents are working in the organization
Table 4.2 Gender of the respondents
Gender Frequency Percentage

Male 11 73.33%
Female 04 26.67%
Total 15 100%
Graph 4.2 Gender of the respondents

12
10
0
male female
In this study, it is quite clear that out of the total respondents investigated for this study, majority
(73.33%) of them were males whereas (26.67%) were found to be females.
Table 4.3 Work experience of Respondents
Work experience Frequency Percentage

Less than 2 year 06 40%
2-5 year 05 33.33%
5-8 year 03 20%
More than 8 year 01 6.67%
Total 15 100%
Graph 4.3 Work experience of Respondents

0
less than 2 year 2-5 year 5-8 year more than 8 year
From the above graph it is clear that the employees who have less than 2 years experience are
working more in the organization. 33.33% employees are found under who have 2-5 years of
experience, 20% employees are found who have 5-8 years of experience and 6.67% of
employees are found under who have more than 8 years of experience.
Table 4.4 Marital status of Respondents
Marital status Frequency Percentage

Married 04 36.37%
Unmarried 11 73.33%
Total 15 100%
Graph 4.4 Marital status of Respondents

5
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
Married Unmarried
From the above graph it is clear that 36.37% of employees are married and 73.33% of employees
are unmarried
Depth interview
5 employees were considered to have depth interview
1. Have you ever heard about emotional intelligence?

When the research was conducted as a researcher, I came to know that many employees are
aware about this concept, hence it made easy for me to handle this research

When I have asked this particular question, respondent 01 replied “Yes” he was pretty much
aware of this concept hence I asked can you brief it out he answered “emotional intelligence is
understanding our emotions”
When the same question was asked to the respondent 02 he was not that much knowledgeable
regarding this topic hence I have given some information regarding emotional intelligence
Respondent 03, he took a little time to answer this particular question and he said emotional
intelligence is managing our own emotions in a positive way. Then I asked can you explain a
little more about the topic. He said being working with many employees our emotions keeps on
changing on work as well as on others hence we should try to manage our own emotions.
Respondent 04, when the same question was asked to this respondent she said she do not know
much about the topic then I have given a brief introduction about this topic.
Respondent05, the same question was asked for an employee she said, she knew this topic much
better as she studied about this topic in her college days. I told her to explain a little more about
the topic. She said that emotional intelligence is the ability to understand, manage and control
our emotions.
2. A) I am able to recognize my emotions

When this particular question was asked as a researcher, I came to know that all the employees
are able to recognize their own feelings
Respondent 01, he said, he can recognize his emotions then I have asked how. He said that, he
can complete his work as much early when he feels happy at the same time his work get delayed
when he was disturbed or not interested in his work.
Respondent 02, 03, and 05 they also can recognize their emotions as they are working with many
employees their feelings will be varying from time to time.
Respondent 04, when this particular question was asked, she said that even she can recognize her
emotions which she has on others easily.
B) I do not lose control while attending any customer
When this particular question was asked I came to know that few employees were able to have
control while attending any customers but some of the employees do not have much control
while attending customers.

Respondent 01, “Yes” he will not lose his control while attending any customer. Then I said
what makes you to control your emotions. He said he have more patience as well as the ability to
deal with any situation politely. I raised a question like have you ever come across such situation
he said “yes” many time.
Respondent 02 and 04 they said “yes” but, if the situation of handling customers was going worst
we call our team leader or store manager to handle this situation.
Respondent 03 when this same question was asked he said that he can control but sometime he
can’t control if the case is very worst. Then I asked have you ever come across such situation if
so can you brief it out. He replied yes, before 4-5 month he had some clashes with one customer
regarding billing issue by unexpectedly the billing amount was entered much higher by our one
our staff. Being a team leader, I tried to apologize for his mistake but the customer started using
foul language on that time I lost my control. By seeing his feedback I can say that this particular
employee is pretty impatient toward attending customer.
Respondent 05, when this same question was asked she said that, she do not lose control while
attending any customers as she has patience and the ability to deal with the customers smoothly.
C) I am aware of the impact of my moods have on the customer

When this particular question was asked I came to know that many employees are aware of the
impact of their moods on the customers.
Respondent 01 and 02 when this question asked to them they replied that they are aware of the
impact of their moods on the customer.
Respondent 03 when this same question was asked he said he also knew the impact of his moods
on the customer I told him to brief it out with an example. He said, one of the customers who
came for shopping was misbehaving with his coworker. When he heard this news he
immediately rush to talk to that customer by giving some warnings but that customer was created
big drama as saying he did not do such things. Then he got scolding’s from his store manager as
he dint inform this news before talking to that customer.
Respondent 04 when the same question was asked she said, she knew the impact of her moods
have on the customers.
D) I am able to perform consistently when under pressure

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When this particular question was asked I got missed response from the employees few can
perform consistently and few can’t perform as normal
Respondent 01, when the above question was asked. He said, he can perform consistently under
pressure as he was working more than 6 years in the retail field he know how to perform under
pressure
Respondent 02, 03 and 05: when the same question was asked they replied as they can’t work
under pressure. They feel stress to work under pressure. Then I have asked what you will do to
overcome from stress level. Respondent 02 replied, he will take some break to calm down and
relax himself. Respondent 03 replied. He take some break and engage himself in other work and
then try to complete the work and Respondent 05 said, she also go for break to relax herself.
E) I am able to deal with challenges or criticism as normal when my mood swings.

When this particular question was asked to the employees I came to know that most of the
employees can able to deal with challenges or criticism as normal when their mood swings.
Respondent 01: when the above question was asked respondent 01 replied as he can deal with
challenges or criticism as normal why because he has the knowledge and skill as how to handle
those situations. And I asked what are those skills are required to handle it. He said,

Respondent 02: According to him, he can deal with challenges or criticism as normal. then I
asked how he took some gap to answer this question and said “everyone has the right to share
their opinion of our work but that does not mean we have to listen to it” by considering his words
we can conclude that he strongly do not worry about others opinion.
Respondent 03 and 04: when the above mentioned question was asked they said, they cannot
work with challenges or criticism as normal when their mood swing because they feel frustrated
to work.
Respondents 05: According to her, she can work as normal in every situation as she has high
understanding power. I kept asking her how do you face those situations as normal she said, she
takes some time to understand the situation then she reacts on the particular work.
F) I am able to put myself in others shoes and acknowledge their feelings.
When this particular question was asked to all the employees according to all, they are able to
acknowledge others feelings by listening to their feeling and giving suggestion to overcome from
their problems. By seeing this I can conclude that they were all supportive to each other by
understanding what actually the others are facing
G) I take initiatives to resolve others problems.
When this question was raised I came to know that few people go forward to resolve others
problem few not take such risk thinking they do not have much knowledge to give suggestions.
Respondent 01, 03, and 05: when this particular question was asked to these employees.
According to them, they take initiative to resolve others problems by giving ideas, suggestion, to
overcome from their problems. Here we can see their initiative to resolve problems of others.
Respondent 02 and 04: according to them, they feel it may difficult for them to solve problems of
other as if they have no knowledge.
3. Tell me about a time someone criticized your work. How did you respond and what did you
learn?
When the above mentioned questioned was asked I came to know employees feel bad when
someone criticize their work.
Respondent 01: He said, before 3 years he was newly joined to this store but he was working in
the same company in the other branch hence he knew what is to be done. But few people
criticized his work by saying since he is a fresher he doesn’t know to handle the work hence the
work was assigned to other employee instead of him. At that time he felt very bad to work with

those people. And I have learned to move forward instead of taking their words so seriously as I
only the person know what is me than anybody.
Respondent 02 and 03: According to them, even their work was criticized by many people. It’s
very common to do mistakes at work but instead of criticizing or showing their finger as you are
doing wrong they should understand our position like why we did that mistakes what goes wrong
if they know the reason they can do by suggesting where we went wrong. And I have asked what
did you learnt from it they said they try to do the work without any mistake if they don’t know
about anything which is happening in the store they go and approach the store manager.
Respondent 04: She said, even her job was criticized many times. As she joined as a fresher she
could not able to understand many work in that time many were use to criticized her work. From
this she learnt how to handle different work
Respondent 05: when the same question was asked she said that even her work also criticized by
many times. She learnt not to repeat those mistakes in the future.
4. If a customer called to complain that the price of our product/service is too high, how
would you handle it?
When the same question was asked I came to know that few people have the skill to handle these
works in a right manner.
when this question was asked to all 5 employees told that, they try to handles this work by
explaining why the price falls or raised if the customers are no t confirmed with his words they takes
them or call store manager to deal with it. If the customers still not convinced we provide customer
support number to have a word with them.
5. Tell me about a time you had a conflict with your co-worker. How did you resolve it?
When this particular question was asked many said they resolve it by finding the solution as how
to overcome from those conflicts.
According to them when this situation occurs they take few times to understand what went
wrong then they analyze what can be done to resolve those conflict among them then they
approach the same to their co worker in order to overcome from conflicts between them.
6. Do you work in shifts?

When this particular question was raised all shift is applicable only for gents. Ladies are not
allowed to work in shifts I think this is one of the best ways to provide safety for ladies.
7. If “Yes” do you feel comfortable to work in shifts?
I asked this question only for male employees as female employees are not allowed to work in
shifts.
Respondent 01: when the above mentioned question was asked he said “No” why because he is
not able to spend valuable time with their family members. Immediately I raised a question by
asking how he replied, he can’t able spend time with his family and he can’t able to celebrate any
festival as there is no holiday for any festivals.
Respondent 02: Even his feedback was also same as the last one even he do not feel comfortable
to work in shifts as he can’t spend some time with his family.
Respondent 03: when the same question was asked. According to him, he feel comfortable to
work in shifts as he gets some time in the morning or in the evening in that time he can complete
his personal work. Hence he feels comfortable to work in shifts.
8. Do you feel you have a healthy work life balance? If “No” Why?
When the above mentioned question was asked many employees said they do not have healthy
work life balance.
Respondent 01: when this question was raise he said, he does not have healthy work life balance.
Then I asked why? He replied what he getting as a salary is not sufficient for him to manage his
life as he facing lot of personal problem. Again I have asked have you ever approached your
supervisor or any higher authority by sharing your problem. He said, ‘yes’ once I have requested
them to provide some hike in my salary so that it helps me to cut down my personal problems.
But they were not willing to raise my salary as they can’t cross the rules.
Respondent 02: According to him, he feel he do not have healthy work life balance because as he
is the only person earning in his home it’s very difficult for him to take care of his family. His
family includes 04 members including him (mother, two younger sisters). Hence he feels he do
not have healthy life balance.
Respondent 03: According to him, he also feels he do not have healthy work life balance because
he spend lot of time in travelling he can’t able to give his time to family and also work pressure
at work. These makes him to feel he do not have healthy work life balance.

Respondent 04: According to her, she feels she have a healthy work life balance as she is doing
job only for her satisfaction. And she do not have any pressure from her family members too.
Respondent 05: when the same question was asked I came to know that her family position is
very bad and what she is getting is not sufficient to take care of her family.
From all the responses we can see that majority of them are facing financial problems as they
could not able to meet their requirements.
9. Do you feel miss out any quality time with your family or your friend because of pressure
of work?
When the above mentioned question was asked I came to know that every employee have their
own families and everyone feels they are missing valuable time with their family and friends
because of work pressure at work.
When I have asked this question, they said they do miss quality time with their family members
and with their friends too because of work pressure.
Then I have asked what are the things can organization do to solve this problem?
Few said this problem can be solved by decreasing the working time. When the time gets
decreased they get some time to spend with their family and friends.
According to few employees, this particular problem can be reduced by giving holidays in
festivals.
10. According to you what may help you to balance your work and life commitments?
When the above mentioned question was asked I understood that employees are expecting
something to do differently to help them to balance their work and life commitments
Respondent 01: According to him, if he gets help and support from his subordinates in
completing the work it may help him to balance his work and life as he can complete his work
quickly.
Respondent 02: According to him, he can have work life balance when by reducing working
hours and providing some financial support that is making hike in the salaries. As his family is in
critical situation finance plays a major role.

Respondents 03: According to him, as of now the major problem what he is facing is travelling.
Hence he says transferring him to any of the nearby branch can helps in balancing his work and
life as he spend lot of time in travelling to work.
Respondent 04. According to her, she feels by reducing the working time she can to have work
life balance.
Respondent 05: when the same question was asked she replied that she can be able to balance her
work and life commitments by providing some financial support. Then I asked what do you
expect the organization to do differently to help you to balance your work and life commitments.
She said, as she is facing lot of family issues if she gets hike in her salary it helps her to reduce
her family issues thereby she can have balance in her work and life commitments.
11. How many hours a day you spend travelling to work?
When this particular question was asked I came to know that many face problem while
travelling to work as there is a lot of traffic at morning.
Respondent 01and 04: when the above mentioned question was asked they said they do not have
any problem to travel as they stay near to the store. They I asked how long you spend travelling
to work. They said, they can reach store by within 1 hour. Hence they are ok to travel without
any stress.
Respondent 02 and 05: According to them, they spend 2-3 hours travelling to work. When I
asked what can be done to reduce this problem. According to them this problem can be reduced
by giving travelling facility or by transferring us to nearby branch.
Respondent 03: when the above mentioned question was asked he said, he spend 2-3 hours
sometimes more than 3 hours because of heavy traffic but due to COVID 19 he can reach store
within 2 hours from 3-4 months.
12. Please select what you feel about the following statement:
A) I have long working hours
When the above question was asked I understood that every employee has long working hours
Respondent 01: when the particular question was asked he said, “Yes” he has long working
hours then I asked how many hours do you work in a day. He said, 9-10 hours then again I raised
a question asking him whether he is ok to work for so long. He said, we don’t have any other

option because this was set by our higher authority we can’t raise our voice as all employees are
working by following the same rules.
Even when the same question was asked to other employees even they gave same answer by
saying they have long working hours
B) My work is repetitive and monotonous
When the research was conducted as a researcher, I came to know that only few people work
continuously.
Respondent 01 and 03: According to them, they get some free time in the middle of the work. I
asked how? They said being a team leader their work is to look over whether their team is
completing the assigned work or not. Hence they get some free time when their team mates
doing the assigned task in a right manner and even if there is less customer walk-ins they get
some time to relax themselves.
Respondent 02, 04 and 05: according to them their work is continuous in
Nature as there is a continuous walk-ins of customers without gap. Hence I raised a question as
do you feel stressed to work in a continuous basis. They said “Yes” as they need to stand for
whole day to attend customers. If the customer walk-ins were less they can able to relax
themselves but they are not allowed to sit and relax.
C) I don’t have sufficient time to complete my assigned work
When this question was raised as a researcher, I came to know that employees are unable to
complete the work within the framed time limit.
As I have asked this question to all 5 employees they said that they are not getting sufficient time
to complete their assigned task. And I have asked them what is hindering you complete the work
within framed time limit they said due to more work pressure from the superiors as well as less
walk-ins. If there are no customers then we can’t able to complete the work what they have
assigned to us.
D) I don’t have enough rest breaks to relax in between work
When the same question was asked to all 5 employees few people get rest breaks in between
work and few not except lunch and tea break in the middle of the work.
Respondent 01 and 03: According to them, they get some free time in the middle of the work. I
asked how? They said being a team leader their work is to look over whether their team is
completing the assigned work or not. Hence they get some free time when their team mates

doing the assigned task in a right manner and even if there is less customer walk-ins they get
some time to relax themselves.
Respondent 02, 04 and 05: according to them their work is continuous in
Nature as there is a continuous walk-ins of customers without gap. Hence I raised a question as
do you feel stressed to work in a continuous basis. They said “Yes” as they need to stand for
whole day to attend customers. If the customer walk-ins were less they can able to relax
themselves but they are not allowed to sit and relax. Hence they do not get rest breaks in between
work apart from lunch and tea break. Again I raised a question saying how many minutes you get
to have lunch. They said, 60 minutes but if there is any work pressure from higher authority they
cut down to 45 or 30 minutes.
13. Do you feel stressed at work?
When the above mentioned question was asked all the 5 employees said yes as there is a lot of
pressure at work. I asked what kind of pressure you normally face at work. They said pressure
from superiors to achieve the target on time. Again I raise a question by saying what kind of
target you people need to complete for this they said they need to complete the sales target which
was assigned by their higher authority.
14. If “yes” could you please mention the symptoms you experienced due to stress?
When this particular question was asked all the 5 employees gave different answers.
Respondent 01: he said, if he was under stress he feels irritability and outburst of anger. Then I
asked what you will do to overcome to reduce your stress level he said he takes some time to
relax himself.
Respondent 02 and 05: when the same question was asked to these people they said they face
headaches if they have stress at work. I asked what you will do to overcome to reduce your stress
level. They have replied, they take some break to relax themselves for few minutes. Again I
started asking as how long you had this particular stress. They said, they face this problem for
few hours.
Respondent 03 and 04: when this particular question was asked even these people face stress at
some point but not continuously as they deal the case in a very intensive way.
15. Does your organization help you to overcome from stress level? If ‘Yes’ how?
When this particular question was asked to employees all five employees said “yes” it means
organization takes well initiatives in order to lower the stress level of employees. I asked how? If

employees are facing stress at work the particular supervisor takes initiative to find out the
solution by conducting counseling and by giving some suggestions to overcome from the stress
level.
16. What are the things you would like the organization to do differently to help you to
overcome from job stress?
When the above mentioned question was asked to the employees I understood that they
expecting so much to do from their organization in order to overcome from their stress level.
Respondent 01: when the above mentioned question was asked he said, in order reduce stress
level an organization can do so by increasing manpower in the store so that the work can shared
among each other and also it helps in reducing our job stress. Then I asked currently how many
are working in the store and do you agree if the manpower increases stress level can be reduced.
He said, currently 30-40 employees are working if the manpower increases the work can be
completed sooner as work can be shared among each other.
Respondent 02 and 04: when the above mentioned question was asked they both said by
conducting some entertainment events stress level can be reduced then I asked what kind of
entertainment events you would expect to be conducted in order to reduce your stress level. They
said events like conducting sports, cultural events or some indoor games once in a week gives
some relief to work.
Respondent 03: According to him, organization should consider each individual in a proper
manner as each and every individual one or the other day may feel stress to work as some
employees are taking care of their family they should not feel overstress to work. Organization
should conduct counseling once or twice in a month they should know each and every
employee’s situation as do they face any difficulty to work and after that they need to provide
proper motivation and suggestions to overcome from that particular problem.
Respondent 05: According to her, stress level can be reduced by co-coordinating with each other.
If others understand our situation we might not feel stress at work. And by increasing our salary
can also helps in reducing our stress.

Telephonic interview
10 employees were considered to have telephonic interview
1. Have you ever heard about emotional intelligence?
When the research was conducted as a researcher, I came to know that most of the employees do
not have much knowledge about this concept
Few employees had little knowledge about this concept hence it made easy for me to conduct
further survey.
But for those who had zero knowledge about this concept I took few minutes to brief about the
concept then they understood the concept of what is emotional intelligence actually means.
When this particular question was asked to all 10 employees they said “Yes” by saying they can
able to recognize their emotions.
Graph 4.5
12
10
8
6
4
2
0
yes no
From the above shown graph, we can clearly say that according to every employee, can
recognize their emotions.
When the above mentioned question was asked few said they do not lose control while attending
any customers as they know how to deal with customers easily. If they feel they cannot control
any of the customers they approach their supervisors or store manager to deal with the same.

According to others, they lose control very fastly as they have lack of patience to deal with it. At
that time they approach others to go ahead with the same. From this we can understand that these
people do not have leadership skill at all. Lack of patience is not the good sign for being a leader.
When this question was asked I came to know that each and every employees know about the
impact of their moods have on the customers. As they have experienced this particular situation
in their work life.
According to all employees, few can able to work consistently under pressure as they have used
to it. But few employees face various problems to work consistently under pressure.
E) I am able to deal with challenges or criticism as normal when my mood swings
When this question was raised employees replied that, few employees can deal with challenges
or criticism as normal as they have knowledge about how to deal with the particular challenge
and also they know how to control their emotions.
But according to few employees they can’t able to deal with challenges or criticism as normal
when their mood swings as they feel discomfort to work as normal.
F) I am able to put myself in others shoes and acknowledge their feelings
When I asked this question all 10 employees they said ‘yes’ as they can understand what others
feel and can imagine themselves in their position.
G) I take initiative to resolve others problems
According to all employees, they take initiative to resolve others problems by giving some
suggestions as well as ideas to overcome from that particular problem. From this we can see that
they are very supportive to each other.
3. Tell me about a time someone criticized your work. How did you respond and what did
you learn?
When this particular question was asked, I came to know that many employees come across this
situation many times in their work life.
According to few employees, they had been faced such situation many times in their work carrier
but they have took it as a learning part. As the result they got to know more about the work much
better.

When the same question was asked to others according to them, they feel discomfort to work if
anybody criticizes their work. They say instead of criticizing they can do by suggesting how
mistakes can be corrected.
When we see the above feedback of respondents we can clearly understand that in organization
we can find different types of employees having different emotions towards work hence
organization should take initiative to understand each and every employee as we can’t say every
employee has same level of emotional intelligence.
4. If a customer called to complain that the price of our product/service is too high, how
would you handle it?
When this particular question was asked I came to know that most of the employees can able to
deal with it as they have the capacity to handle this situation in a right manner.
Few says, if any customer called to complain that the price of our product or services is too high
I will try to find out why the price got high and I share the same to customers if then also they
are not convince I will take them to our store manager or HR to brief them about the same.
According to few employees, they directly approach their store manager or HR to deal with it as
they can’t able to handle those situations.
From this we can say that these employees have lack of leadership skill.
When this particular question was raised I came to know that each individual take initiative to
solve the conflict between them.
According to all respondents, if conflict occurs between their co workers they take few time to
analyze where went wrong after that they try to share the same with their coworker and try to
make them understand about the situation. If they still fail to understand they just ignore them
and go forward.
According to me, by seeing the above statement we can understand that they have lack of
emotional intelligence. And just ignoring them won’t work they should try to convince them
again as many people take little more time to understand the situation.


When this particular question was raised all shift is applicable only for gents. Ladies are not
allowed to work in shifts I think this is one of the best ways to provide safety for ladies.
When this question was taken I came to know that few employees can work in shifts as they feel
comfortable to work in shifts and few employees face difficulty too work in shifts.
According to few employees they feel comfortable to work in shifts why because they can spend
few times with their family and they can able to complete their other personal work.
According to others, it is very difficult for them to work in shifts because of travelling issue as
their will be heavy traffic at morning and evening.
When this particular question was taken I understood that most of the employees have several
problems to have a healthy work life balance.
According to few employees, they do not have healthy wok life as they need to take care of their
families especially married employees.
But according to others, they feel that they have healthy work life as they are working only for
their satisfaction and they do have any family problems.
If “No” why?
When I raised this question most of the employees said it is because of financial problem.
Especial married employees facing difficulty to manage their family due to insufficient of
finance. They expect the organization to make hike in their salaries as it may helps them to have
good work life balance.
According to few employees they do not have healthy work life balance is because rise in their
responsibilities at home as well as at work.
9. Do you feel miss out any quality time with your family or your friend because of pressure
of work?
Graph 4.6

12
10
8
6
4
2
0
Yes No
From the above graph we can clearly say that each and every employee miss quality time with
their family and friends because of pressure of work.
When the above mentioned question was asked I came to know that every employee have their
own families and everyone feels they are missing valuable time with their family and friends
because of work pressure at work.
When I have asked this question, they said they do miss quality time with their family members
and with their friends too because of work pressure. Few said this problem can be solved by
decreasing the working time. When the time gets decreased they get some time to spend with
their family and friends.
According to few employees, this particular problem can be reduced by giving holidays in
festivals.
According to respondents they can able to balance their work and life commitments if the
working hours are reduced and if they get support from their subordinates and their family
members.
When the above mentioned statement was asked few employees said they spend less than 1 hour
to travel to work and they say they do not have any problem to travel to work.
According to few employees they feel stress to travel to work at morning as there is lot of traffic
at morning. They spend 2-3 hours to travel sometimes more than 3 hours due to heavy traffic.
According to me this problem can be solved by transferring the employees to any other nearby
branch.


When the above mentioned question was asked every employee said they have long working
hours as they work for 9-10 hours.
B) My work is repetitive an monotonous
When this question was raised, few employees said their work is repetitive in nature as
customers visit store continuously.
According to few employees, their work is not repetitive in nature as they get few times in
middle of the work to relax themselves
When this question was raised, I came to know that for most of the employees don’t have
sufficient time to complete their assigned work.
This can also be a reason to cause stress at work.
According to most of the employees they do not get enough rest breaks to relax in between work.
When this particular question was asked I came to know that employees don’t have enough rest
breaks to relax in between work except lunch and tea break for one and half an hour.
When the above mentioned question was asked I came to know that each employee feel stressed
at work due to many reason
According to them, they feel tired or stressed at work due to many reason they are due to work
pressure at work, negative attitude of the friends or peers at work, negative attitude of the family
members and showing bossism.
As I have done research on this concept according to most of the employees due to work
pressure and negative attitude of the peers at work mainly causes stress at work. Hence
organization should concentrate on this part as stress may cause mental illness at work.
14. If “Yes” could you please mention the symptoms you experienced due to stress?
When the above stated question was asked I came to know that most of the employees face
similar symptoms due to stress. Hence organization should take necessary steps in helping those
workers to overcome from the stress level as it hinders on their performance.
Few employees say they feel tired, outburst of anger and few says they feel headaches due to
stress. And if they undergo such this problem they can’t give their constant performance at work.

15. Does your organization help you to overcome from stress level? If “Yes” How?
When the above mentioned question was asked I can say that organization needs to helps their
employees to overcome from stress level as few employees said ‘No’
According to few employees, organization helps them to overcome from their stress level by
conducting counseling’s, them by suggesting and by giving information as how to overcome
from their stress level.
According to other employees, organization should provide some help by giving suggestion as
how to reduce their stress level at work.
16. What are the things you would like the organization to do differently to help you to
overcome from job stress?
When the above mentioned question was asked to the employees I understood that they are
expecting so much to do from their organization in order to overcome from their stress level.
According to few employees, their stress level can be reduced by decreasing their working
timings as they work so long.
Few employees say, their stress level can be reduced by reducing their working targets as they
can’t complete their assigned task without the walk-ins of customers.
From this we can understand that there is less walk-ins of customers.
According to few employees, their stress level can be reduced by conducting entertainment
events like sports, cultural events and also some indoor games.
And few employees say, stress level can be reduced by increasing the manpower in the store as
they can complete their work little faster by sharing their work with others.

CHAPTER-5
FINDINGS, CONCLUSION AND RECOMMENDATIONS
INTRODUCTION
This chapter discusses the major findings and implication of the present study. Based on the
findings of the study suitable recommendations are also made in this chapter for making
emotional intelligence and work life balance in reducing job stress at work more effective. The
conclusion of research is also discussed in this chapter.
FINDINGS OF THE STUDY
 The study was conducted primarily to know the relationship between emotional intelligence and
work life balance and also determining the reason causing job stress at work.
 To know the opinions of the retail employees regarding this topic I have planned to collect the
data through depth interview as well as telephonic interview. 5 employees were considered to
have depth interview and 10 employees were considered to have telephonic interview.

 After conducting depth interview as well as telephonic interview I came to know that most of the
employees do not know much about the topic. Hence it made me to spend some time in
explaining about the topic to most of the employees.
 From the first six questions I understood that most of the employees can manage their emotions
in right manner which is one the positive side of the research. And few employees lose their
control while they attending customer which is not good according to the organization.
 As I have observed most of the employees have leadership skills to handle the situation in a
right manner when they are in a critical situation. And they are also ready to work under pressure
in a consistent way. This is one of the good sign for improving the productivity of an
organization. As it is a retail store, employees should have high emotional intelligence skill in
order to manage the customers as each and every customers response differ from each other
individual should have equal amount of knowledge to face customers.
 As the research was conducted I came to know that most of the employees can understand the
situation and response too, to seek out the problems. Most of the employees know about their
emotions and how it will effect on others and they also have the capacity to manage their
emotions.
 From the study we can also understand that most of the employees take initiative to resolve
others problem by suggesting or helping them to overcome from their difficulties.
 At the same way if any conflicts arises among the employees at the work place they take
initiative to analyse the reason why this particular conflict arises they approach others in solving
problems between them. From this we can conclude that employees are more supportive to each
other at work. Being having a good relationship with others is one of the positive sign at the
work place.
 Self awareness is about understanding our self by knowing our strengths, weaknesses, challenges
and our impact on other people. From the study I can see that most of the employees are aware
about their emotional as how their emotions impact on others and they also have the ability to
manage their emotions on others and they are also have more self confidence on them. Being an
employee this are the essential skill he/she should have while working at Big Bazaar.
 Self management is the ability to control and manage our moods on others. From the study I
found that most of the employees can control their moods on others according to the situation
and few can’t. According to me the people who are unable to control their moods on others they

need to concentrate on their emotions as controlling their emotions matter a lot especially in
retail departments.
 Empathy is also one of the components of emotional intelligence. It means understanding other
people feelings. Based on the study I have found that most of the employees have empathy
towards others. Which is one of the essential factors in maintaining relationship management
between them. As an individual, by knowing what others are facing in their position it gives
some knowledge about the same situation and helps them in the future when they are undergo
into the same situation.
 Motivation is the process of boosting others to give their best performance and help them in
reaching organizational goals. Being a researcher I found that supervisors as well as employees
take initiative to motivate or encourage others to give their best performance by solving the
problems what they are into.
 Social skills include effective communication, active listening, relationship management, respect
etc.... when this research was conducted as a researcher I came to know that most of the
employees are good at social skill. As a researcher I found that most of the employees have
effective communication and also they are active listeners too. Comes to respect, most of the
employees do not know how to respect others which is not good to be an employee working in
retail department as he/she needs to deal with many customers.
 From the next six questions I found that ladies are not allowed to work in shifts only gents are
allowed to work in shift. By this we can say that organization taking safety measure to provide
safety for female employees.
 From this research, I came to know that most of the employees face lot of issues to have healthy
work life balance. Most of the male workers do not feel comfortable to work in shifts due to so
many reasons from those the common reason was they can’t spend time with their families and
friends. Due to working in shifts it hinders them to spend their valuable time with their family
and friends in vocations time like festivals and functions. At the same way few employees says
they feel comfortable to work in shifts, as they can complete their personal work in the
remaining time.
 When I have raised question as do they have healthy work life balance. I found that there are
many reasons which hinders the healthy work life balance of employees. Most of the employees

feel difficulty to travel at the morning and evening due to heavy traffic. According to me this
problem can be solved by transferring those employees to any of the nearby branches
 According to most of the employees, they do not have healthy work life balance the most
common reason was financial problem. By this I found that they feel they do not have sufficient
amount of salary to manage their personal life. When this research was conducted I came to
know that most of the employees feel they can’t able to manage their family as there are many
problems in their families hence this may cause stress at home as well as at work.
 According to few employees they face difficulty in balancing work and life due to they have long
working hour. When this research was conducted I found that every employee spend more than 9
hours in the store hence they may feel stressed to work for so long and few employees may feel
they do not have sufficient time to spend with their family members.
 From the last few questions was asked as a researcher I found that most of the employees feel
stressed to work in big bazaar. I found few of the reasons why employees feel stressed at work.
When this research was conducted I understood that most of the employees feel stressed and due
to that stress they come across few symptoms like tiredness, headaches, outburst of anger, not
interested to work etc….. According to me these are not good sign for any individual to have
healthy life. I also found that organization helps employees to overcome from their stress level
by conducting counseling’s and giving suggestions to overcome from those stress level.
According to most of the employees their stress level can be reduced by decreasing the working
timings. And few said their stress level can be reduced if they have no pressure from the top
level management.
 Finally I can conclude that role of emotional intelligence and work life balance may help in
reducing job stress but when we look at the above findings we can clearly say that most of the
employees feel stressed at work due to imbalance in their work life as well as most of the
employees have lack in how to manage their emotions.

Conclusion
The role of this study is to investigate role of emotional intelligence and work life balance in
reducing job stress. The research was made to identify the factors contributing stress in relation
with emotional intelligence and various roles and responsibilities should be followed by
employees. Employees play an important role in every retail business hence they should be
treated in intensive way. Truly speaking, organization can’t grow if the output from the
employees gets reduced hence organization should try to make their employees not to feel stress
at work. Necessary steps have to be taken if they find any employee is suffering from stress.
From the study I found that lack of emotional intelligence as well as imbalance work life affect
an individual it further may leads to stress. Hence organization should take necessary steps in
guiding the employees regarding emotional intelligence as managing their emotions at work
plays as well as it plays a major role in handling critical situation. Another aspect is work life
balance, for every individual especially for married employees it is difficult to manage their
work and family. One or the point of time each individual may come cross unhealthy work life
balance. Suffering from unhealthy work life can be reduced if he/she has the ability to manage
the things accordingly. Problem is common for any individual irrespective of the situation but
each should know how to overcome from it.
Recommendations
 Measure the emotional intelligence of each and every individuals

 Try to include the concept of emotional intelligence in your training programme

 Try to have counseling of employees twice or trice in a month so that we come to know
the current position of the employees.
 Motivate each any every employee If they are into any difficult situation
 Job stress can be reduced by
a) Encourage open communication
Try to encourage your employees to take initiative part in open communication. By

doing this few employees may get chance to share their opinion about others or what they
are feeling. Hence this is one of the way in reducing job stress at work
b) Offer mental and physical health benefits.

If your employees are suffering from stress its likely their mental and physical health will
suffer as well. Providing safety net to address those problems will help the overall health
of your employees and of your organization.
c) Conducting meditation classes

One of the best ways to overcome from stress level is by doing meditation hence each
organization should try to bring in meditation class for all their employees. Meditation
has the power to bring down the stress level.
d) Encourage employees to take breaks.

Through this study I found that for most of the employees breaks what they are having is
not sufficient to relax themselves hence I recommend organization to extend their break
timings or allow employees to take breaks whenever they feel tired or stress.
e) Take the team out

If you really want to give some break to your employees, take them somewhere out this
may helps them in reducing their work stress and also helps them in creating good bond
with other employees. The activity you choose is not important. What is more essential is

the spirit of getting out to do something fun together to take away from the day to day
stress at work.
f) Bring some diversion into the office

There is infinite number of fun activities which we can include at work stress. By
bringing some diversion in the workplace employees stress level can be reduced.
Here are few ideas: ping pong table, dart board, basketball hoop, video games, board
games, dog friendly office etc……
g) Allow flexible work schedules

One of the best ways to reduce job stress is allowing employees to work in flexible
schedule. By doing this employees feel comfortable to work according to their wish. This
also helps in having healthy work life balance.

BIBLIOGRAPHY
News article and reports
 Times of India
Websites
www.indianretailing.com
www.ibef.org
www.researchgate.net
www.nairaproject.com

ANNEXURE
Dear Respondents,
Respected Sir/Madam I Poornima pursuing MBA student of RJS Institute of Management,
Bangalore doing project work at Carmelram, Bangalore. The topic of the project is ‘’Role of
emotional intelligence and work life balance in reducing job stress at Big bazaar Carmelram,
Bangalore”. Kindly spare few minutes to complete the questionnaires. This information will be
used for purely academic purposes only.
A. PROFILE OF THE RESPONDENTS

Name:
Gender:
[ ] Male
[ ] Female
Age:
[ ] 20-30
[ ] 31-40
[ ] 41-50
[ ] Above 50
Work experience:
[ ] less than 2 years
[ ] 2-5 years
[ ] 5-8 years
[ ] More than 8 years

Email address:
_________________________________________________________
B. QUESTIONNAIRES
1. Have you heard about emotional intelligence?
E) I am able to deal with challenges or criticism as normal when my mood swings
F) I am able to put myself in others shoes and acknowledge their feelings
G) I take initiative to resolve others problems
3. Tell me about a time someone criticized your work. How did you respond and what did you
learn?
4. If a customer called to complain that the price of our product/service is too high, how would you
handle it?
9. Do you feel miss out any quality time with your family or your friend because of pressure of
work?
B) My work is repetitive an monotonous


14. If “Yes” could you please mention the symptoms you experienced due to stress?
15. Does your organization help you to overcome from stress level? If ‘yes’ how?
16. What are the things you would like the organization to do differently to help you to overcome
from job stress?

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Retail industry in India

RJS INSTITUTE OF MANAGEMENT STUDIES Page 1

Leading Indian Retailers

Bata India limited

Ebony retail holdings limited

Globus stores pvt. Limited

Liberty shoes limited,

Music world entertainment limited

Pantaloon retail India Limited

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Wal mart stores etc….

Employment opportunities in retail sector in India

Challenges of Retailing in India

COVID-19 Impact on the Retail industry

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4. Thinking about the longer term supply challenges

BACKGROUND OF THE STUDY

Emotional Intelligence refers to the capability of an individual to manage and control

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To some of the people the term ‘Emotional Intelligence’ is an oxymoron. As we know

Emotional intelligence is commonly defined by four attributes:

This Emotional Intelligence has six different skill attributes

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Importance of Emotional intelligence in the work place

Emotional Intelligence is widely recognized as a valuable skill that helps

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1. It allows for better team work

2. We can handle those tough conversation

3. It’s an important people skill

4. It is a key features of a strong leader

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Culture is also considered as one of the advantages of advantage of emotional

Work life balance at work place

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Ways companies can help employees to achieve work life balance

1. Set borderlines with your clients

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Relationship between Emotional intelligence and work life balance

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Statement of the problem

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Scope of the study

Objectives of the study

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TOOLS FOR DATA COLLECTION

The tools used for data collection are;

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PROFILE OF THE SELECTED ORGANISATION AND RESPONDENTS

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