Emotional Intelligence - A study of its effects on Sales performances on SME in Singapore in the High Tech industry from a buyer perspective

by

ACKNOWLEDGEMENT

It would not have been possible to narrate this thesis without the help and motivation of the gracious people around me, to only some of whom it is possible to give particular highlight here.

First of all, I would like to express my sincere appreciation to my advisor [professor's name] for the continuous support of my study and research, for his endurance, enthusiasm and engross knowledge. His guidance helped me in all the time of research and writing for this thesis.

Besides my advisor, I would like to thank the rest of my thesis committee [professor's names] for their encouragement, perceptive comments and difficult questions.

I thank my fellow research companions [names] for the stimulating discussions, for working together before deadlines and for the enlightening experiences.

Last but not the least I would like to thank my family: [names] for supporting me and providing me insightful suggestions and ideas for working on this diversified project.

DECLARATION

I [type your full first names and surname here], declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the University.

Signed __________________ Date _________________

Table of Contents

INTRODUCTION1

EMOTIONAL INTELLIGENCE2

Past Theorists3

Emotional Intelligence Defined4

RESEARCH OBJECTIVES5

RESEARCH QUESTIONS (RQ)5

Research Questions5

RESEARCH GAP CONSIDERATION5

WHY IS EI ESSENTIAL TO SALES PERFORMANCES (PURPOSE OF STUDY?)6

EMOTIONAL INTELLIGENCE AND BUSINESS SALES GROWTH7

HISTORY OF EI IN AN ULTIMATE FORM (THE DEVELOPMENT OF EI)11

THE DIMENSIONS OF EMOTIONAL INTELLIGENCE14

MULTIPLE INTELLIGENCES THEORIES OF GARDNER, 198315

TRAINING OF EI16

DEFINITIONS17

Definition of emotional intelligence17

EMOTIONAL DISPLAY18

PERCEIVED ROLE OR PERCEPTION OF HOW SALES ROLE SHOULD PERFORM19

Victimized mode19

Anger21

Authentic22

Optimistic kindnesses23

TRAIT OPTIMISM IN BECOMING CONFIDENT AND LIKELY TO "LOOK ON THE BRIGHT SIDE" OF LIFE24

Sales aptitude26

SALES' ABILITY27

Self awareness28

Integrity29

Empathy31

Facial expression32

Low Impulsiveness33

LEVEL OF MOTIVATION34

Intrinsic motivation34

Extrinsic motivation35

Work motivation35

CUSTOMER EMOTIONAL SATISFACTION35

Stress management37

Adaptability37

General moods37

Relationships37

Self-esteem37

Self-motivation38

Social awareness & Social Skill38

STRESS MANAGEMENT38

TRAIT EMPATHY40

Trait happiness41

EMOTIONAL DISSONANCE42

ADAPTABILITY & FLEXIBILITY43

ASSERTIVENESS44

EMOTION PERCEPTION (SELF AND OTHERS)45

EMOTION EXPRESSION46

EMOTION MANAGEMENT47

EMOTION REGULATION AND CONTROL49

RELATIONSHIP CONFLICT50

GUAN XI (RELATIONSHIP MARKETING)51

Guan Xi (Networking)51

The Background of Guan Xi51

Definition of Guan Xi52

Does Guan Xi Apply to Areas Outside China?53

Guan Xi and Business Growth53

Guan Xi and Business Sales Growth55

Is Guan Xi Important to SMEs?56

Relationship Marketing57

Networking58

Benefits and Costs of Guan Xi in Business59

BENEFITS59

Customer loyalty59

Access to a wider network60

Benefits of becoming key suppliers60

Value creation61

High relationship maintenance cost61

Corruption and favouritism62

CONCLUSION OF LITERATURE REVIEW62

REFERENCES64

APPENDIX68

Sample Questionnaire68

Emotional Intelligence- A study of its effects on Sales performances on SME in Singapore from a buyer perspective

Introduction

The fast changing and ever-unstable environment of the business world cries out for leaders to be more effective. The internal and external demands placed upon organizations are making it more imperative that individuals called upon to be leaders are skilled in both leading people and delivering bottom-line results. Leaders are expected to strike the difficult balance of meeting the needs of direct reports, colleagues, and internal/external customers while meeting organizational objectives. How are leaders expected to find this balance? The answer is simple enough that it can elude those ...