CHAPTER-VI

SUMMARY & CONCLUSION

SUMMARY

The thesis “Occupational stress in relation to emotional intelligence among different

levels of managers” is composed of six chapters.

The first chapter of the thesis introduces the concepts and variables of the present study

and the need to explore their relativity in the Indian context. Occupational Stress is the

destructive physical, mental and emotional reaction that transpires when there is a poor

match between job demands and capability or employees’ resources to manage with job

pressure. The basic root cause of stress in the organization is caused when employees face

difficulties and changes in their daily working routine but always avoid and this condition

creates stress, anxiety, fears, worries, tension, etc. Some people thrive on stressful

situations while others are overwhelmed by them. The varying ability of people to handle

stress depends upon emotional responses. Emotional response to particular situation

makes all the difference and guides to respond appropriately to different stressors.

Through emotional intelligence, the stable and balancing emotion can be built in facing

with various type of situation especially when stressed. Emotional intelligence plays an

important role in shaping the interaction between individuals and their work environment

which is important for better job performance. Therefore, this study is carried out to

assess the effect of emotional intelligence on occupational stress among the different level

of insurance managers

This chapter is taken up with the ‘Conceptual Framework’ of the problem. This chapter

has looked at historical perspectives as well as theories that have formed the foundation

for research regarding emotional intelligence, stress and occupational stress.

Emotional intelligence is the awareness of emotions and their utilization within the

parameters of individual cognitive styles to cope with situations and problems. It is a way

of recognizing, understanding and choosing how we think feel and act. It shapes our

interaction with others and our understanding of ourselves. It defines how and what we

learn, it allows us to set priorities, it determines the majority of our daily actions. The

phenomenon of emotional intelligence is a growing topic for behavioural investigation as

researchers strive to understand its influence on various social interactions.

Stress depends upon the balance power as judged subjectively, between environmental

demands, constraints and resources and the ability of the person to manage them. Stress

develops when an individual feels he is not competent to undertake the role assigned to

him effectively. The individual feels that he lacks knowledge, skill and training on

performing the role.

Occupational stress is that which derives specifically from conditions in the work place.

These may either cause stress initially or aggravate the stress already present from other

sources. In today’s typical workplace, stress is seen as becoming increasingly more

common. People appear to be working longer hours, taking on higher level of

responsibilities and exerting themselves even more strenuously to meet rising

expectations about occupational performance. In short occupational stress is the

psychological and behavioural outcome, characterized by signs of distress, resulting from

a lack of compatibility between the stressed individual and their work context.

Although there are numerous occupational problems faced by managers in insurance

sector, stress is very common in managers due to multiple reasons. Emotional Intelligence

(EI) has gradually become the concern of academics and researchers for the impact on

stress. For this, EI is found to be effective in preventing stress among employees.

Therefore, it attempts to establish the link between EI and stress, especially in the context

of the insurance managers. It is well known that level of stress increases or decreases

according to the job grade of managers. This study is carried out to assess the effect of

emotional intelligence on stress among the different level of insurance managers.

The second chapter ‘Review of Literature’ presents an overview of the literature, both

research based and theoretical, as it relates to the constructs of emotional intelligence and

occupational stress, of managers of insurance field. The chapter also attempts at

presenting the literature review of work done in this field which establishes the

significance of the problem in focus. The research questions have been clearly delineated

in order to address the problem at hand that is emotional intelligence and occupational

stress, of managers of insurance field.

OBJECTIVES

The objectives of the study were:

 To study the high and low EI groups in relation to occupational stress and its

various dimensions among different levels of managers.

 To study the impact of different levels of managers on their occupational stress and

its various dimensions.

 To study the interactional effect of EI and levels of managers on occupational

stress and its various dimensions.

HYPOTHESES

On the basis of previous research findings in this area the following tentative null

hypotheses were formulated:

 There is no significant difference between high and low EI groups with regard to

occupational stress along with its dimensions.

 There is no significant impact of levels of managers on occupational stress along

with its dimensions.

 There is no significant interactional effect of EI and different levels of managers on

occupational stress along with its dimensions.

Design and Methodology is the third chapter of the study. This chapter served to review

the methodology that was employed for this study. The research questions were restated

and the norms, reliability, and validity of the Emotional Intelligence Scale and

Occupational Stress Inventory Revised Version (OSI-R), were reviewed. Finally, the

proposed sample, data collection procedure, instrumentation, data management, and

procedures were stated. There were two independent variables i.e. level of emotional

intelligence and levels of managers and one dependent variable i.e. occupational stress is

studied in present research. The sample of the present investigation has been selected

from the managers of various private insurance companies of Western U.P., Uttarakhand

and Delhi. The number of target sample has been about 500 insurance managers from

various private insurance companies. The final sample as per the requirements of the

research paradigm was drawn numbering 240 (80 High Executive Managers, 80

Executive Managers and 80 Team Managers).Data were collected with the help of

standardized tools, scoring was done with the help of manual and analysis of data was

done by using Mean and 2X3 ANOVA. The test was run for the testing of null

hypothesis.

The title of the forth chapter is ‘Results’. This chapter incorporates the findings of the

study in a consolidated form. The ANOVA summary and details of null hypothesis are
 given. Mean scores are compared through graphical demonstration. Results reveals that

there exist significant difference between high EI group and low EI group on the

dimensions of occupational stress namely role overload, Role Insufficiency, role

ambiguity, Responsibility, physical environment and overall occupational stress. It is also

found that Insurance manager of low EI group are found exhibiting more on all the

dimensions of occupational stress and overall occupational stress than high EI group.

Another finding is that there is highly significant main effect of levels of manager on

occupational stress on all its six dimensions. It is also found that Team manager of

Insurance field exhibit highest occupational stress on all the dimensions of occupational

stress excluding Role Insufficiency. Overall occupational stress is also found greater in

Team managers than the other two groups. High Executive Manager of Insurance field

exhibit lowest occupational stress on all the dimensions of occupational stress including

overall occupational stress.

MAJOR FINDINGS

 Insurance manager of low EI group are found exhibiting more occupational stress on all

the dimensions of inventory and overall occupational stress than high EI group.

 Team manager of insurance field exhibit highest occupational stress on all the dimensions

of occupational stress excluding Role Insufficiency. Overall occupational stress is also

found greater in team managers than the other two groups.

 High executive manager of insurance field exhibit lowest occupational stress on all the

dimensions of occupational stress including overall occupational stress.

 Executive manager of insurance field exhibit highest occupational stress on Role

Insufficiency. For the other dimensions including overall occupational stress, Executive
 manager exhibit higher occupational stress than high executive manager and lesser than

the team managers.

 Executive manager of high EI and low EI group exhibit more Role Insufficiency than the

high executive and team managers.

 High EI team manager exhibit more Role Boundary than low EI team managers.

 Executive manager of high EI group exhibit more Responsibility than executive manager

of low EI group

Discussion is taken up in the fifth chapter. In this chapter, the results of this study are

interpreted and discussed. The methodology and research results are briefly reviewed.

This chapter also attempts to evaluate all the ‘objectives’ set out in the chapter III with a

view to assess the worthiness of the study in scientific frame. Then follow the

presentation of the other findings and comparison to the present investigation. With

reference to emotional intelligence, occupational stress is found more among the

insurance managers of low EI group than high EI group. The findings establish that the

managers who are more innovative, intuitive, self aware, motivated, socially adept,

empathetic and manage emotions, exhibit less occupational stress. The findings are

supported by the research of Slaksi and Cartright (2002). They found a significant

correlation in the expected direction. According to them individuals who score higher in

EQ suffered less subjective stress. Ursin & Eriksen’s (2004) cognitive arousal theory of

stress also supports the results that if a person’s feelings of hopelessness, helplessness and

inability to cope in stressful situations can trigger lower emotional health it can

potentially lead to feelings of frustration, deprivation or discontentment.

The result of the present study with reference to different levels of manager shows that

the main effect is found significant. In times of competition it is noticeable that

employees at every level are experiencing increased tension and uncertainty, and are

updating their resumes. Dealing with strict supervisors, chances of a demotion, whether

one can get his job done on time and ultimately, the fear of getting fired can really give

every worker something to be anxious about. The findings also establish that the

managers who are at higher level exhibit less occupational stress than the managers of

lower grade. The findings clearly establish that team managers have more occupational

stress as a whole. The lowest occupational stress is found in High Executive managers.

The findings are supported by various studies. V. Balakoteswari, and Zafrul Allam,

(2005) who examined the Job stress for different levels of managers working in different

organizations. Singh (1986) revealed in his study that relatively younger executives who

lacked preference for certainly and autonomy experience high stress. This chapter ends

with an evaluation of the total work as related to its application.

The last chapter of the thesis is titled as of Summary, Conclusion and Suggestions. All

the chapters are presented in summary form along with conclusion and suggestions, so

that the total work may be presented as a unit and may be understood comprehensively.

Finally, recommendations for future research are discussed.

CONCLUSION

In conclusion, it should be noted that stress can be considered as a fact of nature and the

force from the outside which disturbs the individual. When it is on the job it becomes

costly for employees and employers, reflected in lower productivity, reduced motivation

and job skills. It is also noted that emotional intelligence plays a role to create the abilities

in an individual to better control the stress in the workplace.

The present study focuses on the occupational stress of managers of insurance field in the

light of emotional intelligence and different levels of managers. Employees of insurance

sector experience stress on daily basis and demand from higher management to solve the

root causes of stress on the priority basis. The outcomes show that the emotional

intelligence has strong impact on occupational stress. The study ascertains that there are

significant differences between high EI group and low EI group on the dimensions of

occupational stress namely role overload, Role Insufficiency, role ambiguity,

Responsibility, physical environment and overall occupational stress. The significant F

values enable us to reject null hypotheses related with these dimensions and retain the

research hypotheses. It is asserted that a difference for these dimensions is not due to

chance. It is also determined that high emotionally intelligent managers have lower level

of occupational stress than the low emotionally intelligent group. Insurance manager of

low emotional intelligence group are found exhibiting more on all the dimensions of

occupational stress (role overload, Role Insufficiency, role ambiguity, Responsibility,

physical environment) and overall occupational stress than high EI group.

The study reveals that the emotionally intelligent individuals have strong emotions and

attitude to deal with stressful events in a positive way. EI generates the skill in individual

to choose various courses of action to deal stress without collapsing, to be positive to

solve a problem, and feel that one can control the situation. The emotionally intelligent

individuals are able to handle the negative feelings and to express it positively in a proper

way. This ability facilitates the individual to notice timely and redirect their

unconstructive stressful reactions, emotions and impulses.

In the age of competition it is also noticed that employees at every level are experiencing

increased tension and uncertainty. Each designation entails certain power and advantages

along with responsibilities and work pressure. On the basis of this investigation it is found
that there is highly significant main effect of levels of managers on occupational stress

along with its all six dimensions. Therefore all the null hypotheses are rejected and all the

research hypotheses are retained for this variable. This research spells that team managers

of insurance field show signs of highest occupational stress while high executive manager

put on display lowest occupational stress. It gives a clear indication that relatively

younger executives who lacked preference for certainly and autonomy experience high

stress.

The finding of comparisons of low and high EI groups of different levels of insurance

managers’ present unequivocal evidence supporting the role of EI in exhibiting

occupational stress. There is significant interactional effect of emotional intelligence and

levels of managers on the dimensions of occupational stress namely role overload, Role

Boundary and Responsibility and overall occupational stress. Remaining dimensions are

non-significant. The most pervading type of finding is that occupational stress in

insurance managers relate to those who belong to low EI group and the team manager

group which is the lowest level of managers under this investigation.

So we may conclude that an emotionally intelligent individual is a consistent and

dedicated employee; open to everything new, even in the most uncertain prospects and

sudden changes. Such people tend to perceive stress as a new opportunity rather than as a

threat to personal safety. Emotionally intelligent individual can keep the strike in the

worst circumstances, never surrender and fall into panic but react carefully. These

competencies of emotional intelligence provide assistance to insurance managers’ to deal

with stress effectively.

The study also bring to a close that an investment in the emotional intelligence training

program to develop the emotional intelligence level of employees’ either manager or

peer, might be beneficial not only to improve the individual performance but to also

increase the organizational performance. It is necessary to have the right balance of

various emotional competencies that help one become a good human being and star

performer.

SUGGESTIONS

MANAGERIAL IMPLICATIONS

This research chooses insurance industry as object. According to the conclusion of this

research, following suggestions are provided for management.

 Insurance job has no base pay and the sales people are highly autonomous. The

leader should spend more time in assistance and communication so that the

subordinates understand real stress that comes from economic (income) pressure

but not from the job itself.

 The outcomes reveal that the majority of managers have to face numerous

problems in the beginning of their career. So it should not only start the training

program of emotional intelligence in the level of organization but also establish

and include the training program for young graduates in academic institutions.

 For reducing occupational stress, workshop may be conducted in organizations.

The workshop strategy has several advantages. It sends a message to employees

that employers are concerned about them and their stress levels. It will help to

educate them so that employers are all speaking a common language about stress.

Finally, it can help to identify some of the most important personal and

organizational concerns.
  In service sector employees will be encouraged to use cooperative and assertive

behavior pattern in dealing with its customer.

 It suggests that there is a need to arrange the training program for managers and

peers so that they can increase their skills and actively participate in the

organization.

 There are many training programs for workplace and educational institutions have

already been developed in European countries and outputs are very productive and

effective. So there is also need to research on development and construction of the

training program according to Indian norms, problems and working environment.

IMPLICATION OF THE STUDY AND SUGGESTION FOR

REDUCING OCCUPATIONAL STRESS

Every person has a working life-time/period of about 35 years, normally between 25 to 60

years of age. Given the Indian scenario of competitive market, over population and

scarcity of good jobs, runs on the theory of “Survival of the Fittest”, no profession is

stress free. The degree and depth may vary from one another. With the help of this study

managers may come to understand about the excess dimensions of occupational stress

with which they suffer. They can try to control their stress themselves. Another benefit is

that both employer and employee must understand that work should be valued and not

excessive. Work should not compromise on health and family life; rather offer happiness,

peace of mind, certainty, variety and flexibility. As a general rule, actions to reduce

occupational stress should be given top priority in the process of organizational change to

improve working conditions and to avert the situation of brain drain. Emotional

intelligence can be developed which in turn will help in reducing occupational stress.

RECOMMENDATION FOR FUTURE RESEARCHES

Although there is no limit to identify the recommendations but some suggestions for both

researchers and managers can be recommended based on the results of this research

study.

 The outcomes emphasize that we should not only be limited to stress factor but

also try to find out the new different relationship with emotional intelligence.

 In the impact of emotional intelligence on different types of occupational

problems i.e. teamwork, leadership, performance level, motivation, personality,

job satisfaction, conflict management and retention etc should be explored.

 There is a need to develop emotional intelligence in individuals for improving

workplace’s performance and practices.

 The benefits of emotional intelligence should be explored in other industries

beyond the insurance sector and this research study can be a single drop of rain.