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Abstract(s)
O presente estudo teve como principal objetivo investigar a relação entre a inteligĂȘncia emocional e o desempenho em trabalhadores da linha da frente, em PMEs do setor dos serviços. TambĂ©m se considerou como objetivo a investigação das diferenças entre as autoavaliaçÔes feitas pelos trabalhadores e as avaliaçÔes elaboradas pelos responsĂĄveis e se essas diferenças evidenciavam subavaliaçÔes ou sobreavaliaçÔes, considerando, tambĂ©m, o nĂvel de inteligĂȘncia emocional dos trabalhadores.
A metodologia utilizada foi o estudo de caso, envolvendo 4 empresas, do setor de atividade dos serviços, localizadas nos concelhos da CovilhĂŁ e de Vila Nova de Gaia, englobando 27 trabalhadores da linha da frente. Os instrumentos utilizados foram: adaptação da escala de Wong e Law (WLEIS) para portuguĂȘs, e entrevistas aos trabalhadores e aos responsĂĄveis, para determinação das avaliaçÔes de desempenho por parte dos responsĂĄveis (para cada trabalhador) e das autoavaliaçÔes de desempenho (por parte de cada trabalhador).
Os resultados apontam para a existĂȘncia de elevados nĂveis de InteligĂȘncia emocional nos trabalhadores da linha da frente estudados e para a inexistĂȘncia de uma relação positiva entre os nĂveis de inteligĂȘncia emocional e os nĂveis de desempenho dos trabalhadores na organização. Em relação Ă comparação entre as autoavaliaçÔes de desempenho e as avaliaçÔes dadas pelos responsĂĄveis, identificou-se uma tendĂȘncia clara de sobreavaliaçÔes nas autoavaliaçÔes, sendo os trabalhadores com a IE mais elevada os que mais sobrevalorizam o seu desempenho.
The main objective of this study was to investigate the relationship between Emotional Intelligence and performance in frontline workers in service sector SMEs. The purpose of the investigation was also to investigate the differences between the self-evaluations made by the employees and the evaluations made by the responsible and whether those differences showed underestimates or overestimations, according to the level of emotional intelligence of the workers. The methodology used was the case study, involving 4 SMEs companies, in the service sector, located in CovilhĂŁ and Vila Nova de Gaia, comprising 27 frontline workers. The instruments used were: adaptation of the Wong and Law emotional intelligence scale (WLEIS) in Portuguese, and interviews with workers and managers, to determine the performance evaluations by the managers (for each worker) and the performance self-assessments each worker. The results point to the existence of high levels of emotional intelligence in frontline employees and to the lack of a positive relationship between levels of emotional intelligence and the levels of performance of workers in the organization. In relation to the comparison between the self-assessments and the evaluations by the responsible, a clear tendency was identified to observe overvaluations in the self-assessments, with the workers with the higher IE that more overestimated their performance.
The main objective of this study was to investigate the relationship between Emotional Intelligence and performance in frontline workers in service sector SMEs. The purpose of the investigation was also to investigate the differences between the self-evaluations made by the employees and the evaluations made by the responsible and whether those differences showed underestimates or overestimations, according to the level of emotional intelligence of the workers. The methodology used was the case study, involving 4 SMEs companies, in the service sector, located in CovilhĂŁ and Vila Nova de Gaia, comprising 27 frontline workers. The instruments used were: adaptation of the Wong and Law emotional intelligence scale (WLEIS) in Portuguese, and interviews with workers and managers, to determine the performance evaluations by the managers (for each worker) and the performance self-assessments each worker. The results point to the existence of high levels of emotional intelligence in frontline employees and to the lack of a positive relationship between levels of emotional intelligence and the levels of performance of workers in the organization. In relation to the comparison between the self-assessments and the evaluations by the responsible, a clear tendency was identified to observe overvaluations in the self-assessments, with the workers with the higher IE that more overestimated their performance.
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Keywords
Autoavaliação Avaliação de Desempenho InteligĂȘncia Emocional Sector dos Serviços Trabalhadores da Linha da Frente