Business Research: Emotional Intelligence at Tesco's Workplace

This dissertation investigates the adverse impacts of emotional intelligence within the workplace, specifically using Tesco as a case study. The research aims to identify these negative impacts, focusing on how emotional intelligence affects organizational culture and employee behavior. The study includes a literature review exploring the concept of emotional intelligence, its influence on employees, and strategies for managing its effects. The methodology employs a positivism research philosophy with a quantitative approach, utilizing questionnaires for data collection from 40 respondents selected through random sampling. The dissertation is structured to provide a comprehensive understanding of the subject, including an introduction to the research background and rationale, a detailed literature review, an explanation of research methods, data analysis and interpretation, and concluding discussion with recommendations.

Business research
dissertation

ABSTRACT
The emotional intelligence is capacity to understand and manage the emotions. Different
skills included in the emotional intelligence consists self- awareness, self- regulation, empathy
social skills and motivation. The aim of this research is to identify the adverse impact of
emotional intelligence within the workplace of an organisation. The objectives have been
developed on the basis of research aim. In order to collection of information in literature review
part, there have been secondary sources used such as books, scholars, articles and journals. These
helps in attaining the research objectives effectively. Research methodology is one of the main
part in an investigation as it consists the research onion. In this, positivism research philosophy
and quantitative research method used as they provide the relevant information and also getting
the positive outcomes in significant manner. Primary and secondary both data collection method
has been used as in primary method, questionnaire developed. Systematic literature review has
been used in the literature review. For collection of information, there has been 40 respondents
chosen by using the random sampling method.

Table of Contents
ABSTRACT.....................................................................................................................................2
CHAPTER 1: INTRODUCTION....................................................................................................1
Background of Research.........................................................................................................1
Background of Organisation...................................................................................................2
Rationale of Research.............................................................................................................2
Research Aim.........................................................................................................................3
Research Objectives...............................................................................................................3
Research questions.................................................................................................................3
CHAPTER 2: LITERATURE REVIEW.........................................................................................4
Concept of emotional intelligence within the organisation....................................................4
Impact of emotional intelligence of the employees on the organisational culture.................5
Strategies which can be adopted by Tesco for managing the influence of the emotional
intelligence on the behaviour of the employees.....................................................................8
CHAPTER 3: RESEARCH METHODS.......................................................................................10
Research philosophy.............................................................................................................10
Research approach................................................................................................................11
Research choice....................................................................................................................11
Research strategy..................................................................................................................12
Data collection......................................................................................................................12
Sampling...............................................................................................................................13
Ethical consideration............................................................................................................14
CHAPTER 4: DATA ANALYSIS AND INTERPRETATION....................................................15
CHAPTER 5: CONCLUSION......................................................................................................33
Discussion.............................................................................................................................33
Conclusion............................................................................................................................34
Recommendations................................................................................................................35

REFERENCES..............................................................................................................................36

TITLE: The dark side of emotional intelligence within the company.
CHAPTER 1: INTRODUCTION
Background of Research
Emotional intelligence is defined as ability to determine as well as manage own emotions
and also others. It is related to an ability to understand, manage and use own emotions in the
positive manner to be relieve stress, develop positive communication and overcome from
challenges. This is mainly consisting three skills such as emotional awareness, ability to
determine emotions and also ability of harness those emotions to apply the on tasks such as
problem solving and thinking. The emotional intelligence is work based and practical approach
to the emotional intelligence that assists a person and teams to understand why the people behave
way that they do to enhance engagement with and performance at workplace. The emotional
intelligence plays a necessary role for business managers and leaders (Adil and Kamal, 2016).
There is an ability to be understand and also apply the information to the logical reasoning,
spatial thinking and the skills. It is what an organisation empathize with the co- workers that
have deep conversations regarding relationships with others and also attempt to be understand
better and live healthier and authentic. This is what company when it empathizes with co-
workers and have deep conversation regarding relationship with the others. It is necessary quality
for the managers and business leaders. It is an ability to be understand as well as apply the
information to logical reasoning, spatial thinking and skills. It is important for business as this
embracing nuances of the human emotion at workplace that can have advantages like
collaboration between staff members and make workplace happier. Leaders which master the
emotions can be rob of capacities to the reason. If values are out of the step with own, then
results can devastating. When the people have self-serving motives then emotional intelligence
becomes weapon to manipulating the others. Dark side of the emotional intelligence take proper
expression by emotional manipulation among people. In regards to an organisation, emotional
manipulation could be served as tool to express the own emotions and also others wile aiming at
taking benefits. This will help in make the strategic move for the personal gain (Balogun
Oluyemi and Afolabi, 2018).

Background of Organisation
Tesco is British multinational general merchandise and groceries retailer with headquarters
in England. This firm is third largest retailer in world that measured through gross revenue.
Tesco organisation was founded in year 1919 by Jack Cohen. It was diversified in to the areas for
an instance retailing books, electronics, petrol, software, furniture, toys, electronics, clothing’s
and others. Tesco company has been encouraging the managers to be appreciative and kinder to
employees to make improvement in customer service. It is the main reason Tesco company is
encouraging the managers to be empathetic, caring and kind. In regards to this, better way to
hold in staff members which want to keep to be incorporate the emotional intelligence in
personal as well as organisational management (Carson, Carson and Birkenmeier, 2016).
Managers with the emotional intelligence understand that employees are first people and the
workers are second.
Rationale of Research
The present investigation is based on adverse impact of emotional intelligence within the
workplace of an organisation. Through studying the phenomenon of dark side of Emotional
Intelligence in company context, rationale of this investigation is to examine how dark side of
Emotional Intelligence manifests and this impact the people at workplace. Through investigating
the present area, an investigator aims to enhance the awareness in area about the dark side of
emotional intelligence within the company. Through this, aim of investigator to fill gap within
existing literature and also contribute towards theory development. Main aim of an investigator
is to do this through having exploratory approach where an investigator will be exploring area of
dark side of emotional intelligence in organisation context. Research approach will add the
valuable insights to investigation area and fulfil purpose of conducting an investigation by
following the research questions (Carter and Loh, 2017).
Other than this, researcher conduct this present investigation is to enhance the
understanding about the emotional intelligence in detailed manner. Through this, research issues
can be examined or negative impact of the emotional intelligence at workplace. Through
conducting the present investigation, abilities and research skills of an investigator will be
enhanced. From this, researcher can able to attain all research activities within given period of
time. This will help an investigator to conduct similar kind of investigation in future. Other than
this, perception of customer’s value for the money can be improved across all the metrics that

culminated in supermarket winning 2020 Marketing Week Masters award for the social media.
For cost focused campaign this has more creativity, brand building and insight which provided
more outcomes for brand requiring to be continue tough turnaround. Tesco company tool hoe
prize for the multichannel marketing and award for the sponsorship (Clarke and Mahadi, 2017).
Research Aim
The aim of the research is “To identify the adverse impact of emotional intelligence
within the workplace of an organisation.” A case study on Tesco.
Research Objectives
The objectives of research are:
 To develop an understanding of the concept of emotional intelligence within the
organisation.
 To identify the adverse impact of emotional intelligence of the employees on the
organisational culture.
 To analyse various strategies which can be adopted by Tesco for managing the influence
of the emotional intelligence on the behaviour of the employees.
Research questions
The research questions include:
 What does the employees mean with the concept of emotional intelligence at the
workplace?
 What are the impact of emotional intelligence of the employees on the organisational
culture?
 What are various strategies which can be adopted by Tesco for managing the influence of
the emotional intelligence on the behaviour of the employees?

CHAPTER 2: LITERATURE REVIEW
It is defined as survey of the scholarly sources on particular topic. This mainly gives
overview regarding the current knowledge in order to determine the relevant methods and
theories. The literature review mainly consists searching the relevant publications and analyse
them critically. This can simple summary of sources but usually has organisational pattern and
also combine the synthesis and summary. This might provide new interpretation of the old
material. The main focus of academic paper is to develop new argument and it is containing
literature review as one of its area (Dartey-Baah and Mekpor, 2017). The main focus of literature
review is to synthesize and summarise arguments of the others without adding contributions. In
the literature review, there has been secondary method used by consisting different sources for
an instance books, journals, scholars, articles and others. There has been critical evaluation
regarding specific area among the two different authors.
Concept of emotional intelligence within the organisation
According to Daniel Goleman and Richard E. Boyatzis (2020), Emotional intelligence
refers in recognizing their own emotions and feelings and thinking the behaviour of other person
what they actually feel. It helps in managing own emotions as well as the emotional of other.
Three skills are included in emotional intelligence are emotional awareness, ability to put the
emotions which help in problem solving, and regulating one's own emotion and help others to do
the same. Emotional intelligence is also known as emotional quotient. It helps in influencing the
behaviours of others. Emotional intelligence refers to the behaviour towards the co-workers and
have a deep conversation with them which help in listening and solving their problems which
motivates them. It helps us in connect with the different people and helps in understanding
ourselves and themselves in a proper manner so that the person can live healthier and happy life.
Happiness arises when the person is fully satisfied with the work and it gives the opportunity to
do work well so that the they can achieve their goals and targets easily. They can share feelings
with others or communicating with others makes us feel more satisfied. It is an ability to
recognize, understand the emotions effectively in a proper manner. Emotional intelligence can be
understood by five categories for an instance Self-regulation, self-awareness, motivation,
empathy and social skills. Self-awareness: is ability to recognize the emotions “happen” is the
key of the EQ (Farnia and Nafukho, 2016). Major elements of self-awareness is emotional
4

awareness- it is an ability to recognize its own emotion and their facts and self-confidence-
which help in telling the self-worth. Self-Regulation is that one should have a very little control
over the emotions and should also have negative emotions such as depression. Self-Regulation
involves self-control, trustworthiness, adaptability and innovation. Motivation helps in
achievement of goals and have a positive attitude which helps in achieving the goals, Motivation
can be made up of achievement drive, Commitment, Initiative and optimism. Empathy helps in
recognizing how people feel which is important in the success of life and career. Empathy
includes service orientation, political awareness and understanding others. Social skills help in
developing the interpersonal skills which leads to the success in the life and the career. Social
skills include communication, leaderships, building bonds and conflict management (Foster and
et. al., 2017).
As contrary to this, Samuel (2020), People with the high levels of EQ have stronger social
interactions with individuals, like management, peers and clients, contributing not only to
progress in performance but also to happiness in doing what they're doing, regardless of level of
their work. When workers have the ability to understand what people are going for or why they
act like that as it is also important to understand how their own feelings influence judgement and
thought in coping with complex relationships. Staff on the company with a strong emotional
intelligence focus and can do anything to make organization function effectively through moving
beyond their scope of duty. In addition, emotional intelligence has been attributed to findings
related to employment, such as job satisfaction (Giorgi and et. al., 2016). A worker who has
greater contact with others from managers to clients is more probable than one who is constantly
in disagreement with others to love their work and be happy. In regards to this, the leaders of
High-EQ have a special combination of emotional and social skills that empower them to do just
that. This does not imply that personal demands on show in them are emotionally separated from
or untouched. Instead the emotional knowledge can be perceived, dealt around or worked
through, helping them to handle complicated and tricky circumstances and pounce on openings
as they occur.
Impact of emotional intelligence of the employees on the organisational culture
As per viewpoint of Kendra Cherry (2020) Emotional intelligence is generally accepted as
a critical ability that helps to enhance organisational collaboration, management, problem-
solving, and relationships. It is also an ability that through experience and practise, believe can
5

be enhanced. In recent years, the significance of relational intelligence in organisations has
arisen. Any time emotional maturity was deemed an essential aspect, the efficiency of a company
was taken to another level. As leaders are primary figure in organisations, the types of leadership
and degree of emotional maturity will definitely impact organisations, especially in the field of
culture. Other than this, organisational culture is collection of the expectations, practices ad
values that guide actions of all the team members (Huang, 2016). Organizational culture is
related to the mission, aims, aspirations and beliefs of a corporation that govern its workers.
Businesses with a corporate culture tend to be more effective as they have processes in place that
facilitate job efficiency, competitiveness and motivation than less organised businesses.
Organizational culture as just a pattern of universal assumptions that a group absorbs after
progressing via the external transition and internal integration of an issue, where approach is
considered valid and performed well enough to be taught to outsiders to interpret, believe, and
experience the very same way as they face these challenges. It is social concept that is
consequently structured through the relationship between a person and an organisation and
would not be exist without persons and features that may be used to describe it including
subjectivity, irrationality and emotional expression. Management of company culture should be
aimed at enhancing organisational efficiency by improving the performance of workers. This is
because the role of the corporate culture is to have a collection of priority setting principles as
well as provide people or groups in company with how everything is achieved. Emotional
intelligence is an intuition that is a relatively recent and evolving term that is important for many
fields, such as industry, management and the workplace, and can impact the effectiveness of
workers in a company and improve their morale and efficiency. Mental skill models rely on the
ability to interpret successful evidence under which emotional intelligence is used as a relevant
collection of cognitive skills to process emotional knowledge and control emotions. It's
consistent. Emotional intelligence could be expressed as capacity of an organization to use or
control feelings both in themselves and when communicating with everyone to use it to inspire
himself efficiently (Hwa and Amin, 2016). People with emotional intelligence are going to be
capable of meeting obstacles and of making an individual that is transparency, competitive and
Optimistic in addressing challenges and overcoming them, where certain items are required to
generate strong quality results. The significance of emotional intelligence that has been put
forward to make. Organization to form the ethos of the organisation and the practises of all
6

stages of the organisation. Although there are limited findings on the subject of emotional
intelligence throughout the work-related environment, it is accepted that emotional intelligence is
also of critical significance in the occupational environment.
As contrary to this Jocelyn Lee (2020) stated that as firms are continuing to be survive in
the competitive business as this is needed that they have qualified staff members and managers.
Raising success of qualified manager to next level is based on emotional abilities in context to
cognitive intelligence. In regards to the emotional intelligence, this is necessary that
organisations are open to innovations and also develop services and goods as they mainly
compete with the other companies at market place. The managers with better emotional
intelligence should develop innovative business culture in company and also assure that all the
staff members should adopt this kind of approach. Cultural intelligence is best predictor of the
success in order to diverse settings than the cognitive ability. Effectiveness of company has been
brought to the other level when the emotional intelligence is mainly considered as necessary
factor. Level of the emotional intelligence along with the leadership style was influence company
mainly in culture area. Other than this, organisational culture as pattern of the basic assumptions
that learned through group after going by internal integration and external adoption of issue
where technique is mainly considered as valid and also work in a better manner to taught to the
new people. The organisational culture is social phenomenon that structures through interaction
among the company and people. This cannot present without the people and also characterises
for an instance emotionality, subjectivity and irrationality that could be used for explaining this.
Significance of emotional intelligence helps in enable company to shape corporate culture and
activities of all the level in company. On the other hand, emotional intelligence is positively
concerned to the human relations, rational goal organisational culture type and also forming
hypothesis that helps in enhancing the emotional intelligence of staff members as this is possible
to create organisational culture of an organisation (Im, Kim and Kwon, 2016). It has been
examined that emotional intelligence, trust and the workplace culture in prediction of the
workplace outcomes. The culture has been proven to powerful force in company as this can
shape thoughts, emotions and behaviours at workplace. Power of culture is more because of
emotional requirements of people and examined that in which manner requirements are to be
fui8lfilled through the leaders. The emotions are processes which result from social context
under which they are to be elicited. In order to this, culture gives social medium within which the
7

employees can determine as well as form the emotional bond with the each other that can able to
satisfy the belonging requirements. Other than this, emotional intelligence and corporate culture
both are the affiliation is the reciprocal in the nature. In this, complement to knowledge boundary
spanning impacts of emotional intelligence, the culture has impact on emotional process. This is
mainly expected that creation of the emotional intelligence mainly paves way for developing
organisational culture in company.
Strategies which can be adopted by Tesco for managing the influence of the emotional
intelligence on the behaviour of the employees
As per opinion of Abhi Golhar (2020) A controversial but commonly debated alternative to
conventional IQ is Emotional Intelligence (or EI for short). EI tests our capacity to experience
and control our own feelings, and also others' emotions, in a constructive and balanced manner.
EI is central to the experience of life and therefore can impact how good they are in relationships
and careers. In the professional world, this appears to be an ever more popular skill to have.
Many might be curious why emotional maturity in a changing workplace tends to grow in value
among peers. Simply put, there is no trend in emotional intelligence. In this, it is necessary to
practice the deep as well as focused listening when interacting with the other staff members.
Other than rehearsing response while other individual is speaking and also focus on the mind
along with attention on asking questions for clarify and also understand what an individual is
saying (Jameson and et. al., 2016). There are some of the effective ways given below which
helps in managing the influence of the emotional intelligence on the behaviour of the employees:
Respond instead of reacting to conflict- Emotional outbursts or feelings of frustration are
normal during occasions of confrontation. Under tense circumstances, emotionally intelligent
individual knows how to remain cool. They don't make impulsive mistakes that can lead to even
greater issues. They realise that aim is a compromise in times of tension, and they make a
deliberate decision to work on seeing that their acts and actions are in line with that.
People Express Themselves Openly- An individual which is speaking comfortable
speaking up regarding things are necessary as this is comfortable listening to the others talk
regarding their opinions. They are adept at expressing own emotions in an effective manner and
accepting others who express own emotions. On the other hand, an individual who keep the
things gets upset and the bottled up when the others are not agree with that at workplace who is
low in the emotional intelligence (Jena and Pradhan, 2018).
8