Mpmir_Desertation_report

Study of Occupational Stress
and Emotional Capability
A Dissertation submitted in partial fulfillment of the requirements for
the degree of
Master of Personnel Management and Industrial Relations
Banaras Hindu University - 2014
Mudit Wahal
Under the guidance of
Prof. A K Srivastava
Department of Psychology, Banaras Hindu University

Study of Occupational Stress and Emotional Capability
…….
MPMIR 2012-2014 BANARAS HINDU UNIVERSITY
Page 2
CONTENTS
1. Acknowledgement 3
2. Overview 4
a. Introduction 5
b. Literature review 7
3. Project Details 8
4. Research Methodology 10
a. Hypothesis 12
b. Procedure 12
5. Data Analysis 14
6. Findings 24
7. Observations 27
8. Conclusions 29
9. Implications 31
10.Bibliography 33
11.Appendix 34

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Page 3
Acknowledgement
Hard work and devotion are undoubtedly key to success in reaching the
goal, but real success is possible through proper guidance and
encouragement that one gets. In presentation of this project, therefore I
cannot take full credit myself. My supervisor and guide Dr. A. K Srivastava,
Professor, Department of Psychology, Banaras Hindu University is really
behind my success. I am obliged for the guidance I received from him.
I’m deeply indebted to all the participants for bearing my inquisitiveness
and giving me their valuable time.
I am highly obliged to Mr. Vivek Kumar Pathak, Research Scholar, Banaras
Hindu University for his guidance. I am greatly thankful for the help he
extended me to get acquainted with the procedures and methods
adopted in completing the project work.
I am thankful to my seniors from Master of Personnel Management &
Industrial Relations, Banaras Hindu University for their valuable inputs.
I would also like to acknowledge the help & support extended by the
Faculty Members and my classmates at PMIR-BHU which is undoubtedly
behind the successful completion of this project.
Just as in a race or sport, support and encouragement by the visitors helps
the winner, so it does to a student. My family members also deserves full
credits, they not only relieved me from worries and disturbances but
constantly persuaded me to concentrate on my work. This project could
not be completed without their moral support.
Mudit Wahal

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Introduction:
Everything in this material world is created and managed by human beings,
needless to say that humans are the most important resource or asset for
any company, organization or society. It is also very well quoted that
“Humans are not asset but liability if they are not productive”
We know that for being productive every individual needs to be equipped
with two categories of skills namely:
 Technical skills
 Behavioral skills
Technical skills can be taught in classrooms and laboratories but behavioral
skills can only be cultivated within the individuals.
Every businessperson knows a story about a highly intelligent, highly skilled
executive who was promoted into a leadership position only to fail at the
job. And they also know a story about someone with solid—but not
extraordinary—intellectual abilities and technical skills who was promoted
into a similar position and then soared. Such cases support the importance
of behavioral skills among employees.
Emotional capability of an individual contributes a major part of his
behavioral skills. Daniel Goleman in his writings on emotional intelligence
considers emotional intelligence to be a major contributor to individual and
organizational performance. Goleman states “It’s not that IQ and technical
skills are irrelevant. They do matter, but mainly as “threshold capabilities”;
that is, they are the entry-level requirements for executive positions. But my
research, along with other recent studies, clearly shows that emotional
intelligence is the sine qua non of leadership. Without it, a person can have
the best training in the world, an incisive, analytical mind, and an endless
supply of smart ideas, but he still won’t make a great leader.”
Emotional intelligence includes:
 self-awareness
 self-regulation
 motivation

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 empathy
 social skill
These qualities may sound “soft” and unbusinesslike, but Goleman In his
research at nearly 200 large, global companies found direct ties between
emotional intelligence and measurable business results.
Occupational stress on the other hand is considered to be one of the major
inhibitor to organizational and individual performance. Dr Srivastava in his
book writes “Occupational stress affects not only different aspects of job
behavior of the individual employees, but also results in a noticeable
deterioration in overall effectiveness of the organization.”
According to the inaugural Asia Pacific edition of the 'Staying@Work' survey
conducted by professional services company Towers Watson, stress is the
number one lifestyle risk factor, ranking above physical inactivity and
obesity.
As published in a recent article in economic times, according to Indian
employees the top three reasons for stress at workplace include unclear or
conflicting job expectations, inadequate staffing (lack of support, uneven
workload in group) and lack of work/life balance.
One of the most common solution adopted by employers to manage
employees' stress is offering flexible working hours as 50 per cent of
employers resort to this solution. Other top solutions adopted by employers
include organize stress management interventions like workshops, yoga, tai
chi and undertake education and awareness campaigns to help their
employees manage stress.
In a challenging economic scenario, where companies are stretched to
balance costs and maximize productivity, this study project tries to find out
any effect of ‘Occupational Stress’ on ‘Emotional Capability’
This could not only help in recruiting employees that can combat stress
better but also help in developing interventions to increase individual
capability, this will also help strategists to make decisions that would result
in lesser employee cost.

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Literature Review:
Like Goleman several researchers have tried to explore emotional
intelligence and its effect on performance, researches including several
other variables like organizational commitment and willingness for
individual achievements are also conducted.
Psychologist like Walter Cannon and Hans Selye studied stress responses
and the effect of its mismanagement.
However Ioannis Nikolaou, Ioannis Tsaousis in their study tried to explore
the relationship between emotional intelligence and sources of occupational
stress and outcomes on a sample of professionals in mental health
institutions. In their study a total of 212 participants were administered the
Emotional Intelligence Questionnaire as well as the Organizational Stress
Screening Tool, which measures workplace stress. The results were in the
expected direction showing a negative correlation between emotional
intelligence and stress at work, indicating that high scorers in overall EI
suffered less stress related to occupational environment. A positive
correlation was also found between emotional intelligence and
organizational commitment, which according to the ASSET model is
considered as a consequence of stress, suggesting a new role for EI as a
determinant of employee loyalty to organizations. Finally, the relationship
between EI, job stress, and various demographic variables such as gender,
age, and education was investigated and results are discussed in the light of
the organizational framework.

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Project Details
Project Title:
Study of Occupational Stress and Emotional Capability.
Objective(s)
Primary Objective
 To study the effect of Occupational Stress on Emotional Capability at
workplace of individuals if any.
Secondary Objectives
 To measure the level of Occupational Stress among Individuals.
 To measure the emotional capability of individuals.
 To study the effect of Occupational Stress on Emotional Capability
with other individual variables.
Stakeholder(s)
Public sector and Private sector
 Employees.
 Strategists.
 Human Resource Department.
OD Practitioners
Scope
The project tries to find any relation between Occupational Stress and its
effect on the emotional capability of individuals, also any relation with other
individual variables like Work Experience, Gender, and Educational
Qualification. Thus the project caters to the needs of those who build
strategies, mange human assets, or are concerned with OD practices.
Limitation(s)
Time constraint
Sample size
Respondent’s perceptions
Respondent’s inability to answer
Language barriers

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Research Methodology
Research Design
Exploratory
Sampling
Convenience sampling
Sample Size
147
Data collection tool(s)
Questionnaire
Data type
Primary
Participant
Participants were essentially ‘Executive Level Employees’ employed in
industries like mining, manufacturing, IT, software, education, banking,
media, retail, fitness, healthcare, pharmaceuticals and railway having a
minimum work experience of three months.
Variables
Major variables
 Occupational Stress
 Emotional Capability at workplace
Minor variables
 Gender
 Work experience
 Educational qualification
 Industry
Measures
Survey measures included inputs from existing validated measures.
 Occupational Stress Index by Dr A K Srivastava and Dr A P Singh (BHU)
 Emotional Competence Inventory by Norma Meek and Patty
Schumacher (Yale School)

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Hypothesis
Hypothesis 1 - Person suffering from High Occupational Stress tends to have
poor capability to handle situations that involve human emotions at
workplace.
Hypothesis 2 - Person experiencing Low Occupational Stress tends to have
better capability to handle situations that involve human emotions at
workplace.
Procedure
The project was planned to be conducted in a time span of 6 weeks. Where
first week was dedicated to literature review and understanding the current
perspective. A Questionnaire was compiled and floated over internet for
next three weeks. Remaining two weeks were utilized in consolidating the
responses and analyzing the data along with preparing the report and
presentation.
Questionnaire consist of three set of questions first to measure the level of
occupational stress, second to measure the individual emotional capability
and the third seeking general information.
First set of question consisted of 23 questions based on pre-identified
stressors. Using a 5-point Likert scale, participants were asked to indicate to
what extent they agree with each. Responses ranged from 1 (strongly
disagree) to 5 (strongly agree). Respondents having a score of less than 58
were kept in the category of low occupational stress, a score of 58 to 74
meant moderate occupational stress, and those with the sore of 75 and
above were considered to suffer high occupational stress.
Second set consisted of 10 multiple choice questions depicting real life
situations at workplace that need management of human emotions. The
options were that way in which the individual would choose to react in such
a situation. Scores ranged from 35 to 90 respondents scoring 70 or above

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Page 13
were kept in the category of high emotional capability to deal with
situations involving human emotions.
Third set consisted of questions seeking general information such as name,
gender, years of work experience, designation, industry etc.
A total of 150+ responses were collected out of which 147 were considered
for analysis respondents who suffered high or low occupational stress were
evaluated for their emotional capability at workpace to test the hypothesis.
Percentage of respondents in different categories was compared for
observations regarding gender and educational qualification. In the end the
variation of occupational stress and emotional capability with work
experience was studied using mean values.

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Respondents Profile:
Chart shows percentage distribution among all the respondents.
53%
47%
Gender
males
females
33%
63%
2% 2%
Educational Qualification
Graduate
Post Graduate
Ph.D
Professional

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Page 16
33%
39%
16%
12%
Work Experience
Less than 1 Year
1 - 2 Year
2 - 10 Year
10 years and above
9%
30%
9%15%
6%
15%
2% 7%
7%
Industry
Education & Achedamics
IT & Software
Management& Consultation
Banking
Retail
Manufacturing& Heavy
Industry
Railway

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Page 17
37%
53%
10%
Occupational Stress
Low
Moderate
High
45%
55%
Emotional Capability at workplace
High
Low

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Page 18
Major Variables
Chart shows percentage distribution among the respondents who were suffering from
high occupational stress.
Chart shows percentage distribution among the respondents who were suffering from
low occupational stress.
80%
20%
Hypothesis 1 - Person suffering from High
Occupational Stress tends to have poor
capability to handle situations that involve
human emotions at workplace.
Low Emotional Capability
High Emotional Capability
67%
33%
Hypothesis 2 - Person experiencing Low
Occupational Stress tends to have better
capability to handle situations that involve
human emotions at workplace.
High Emotional Capability
Low Emotional Capability
*20% were having work experience
greater than 10 years.

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Minor Variables
Mean value: 60.13 Mean value: 62.46
Mean value: 62.65 Mean value: 65
52%35%
13%
female respondents
low
occupational
stress
moderate
occupational
stress
high
occupational
stress
23%
69%
8%
male respondents
low
occupational
stress
moderate
occupational
stress
high
occupational
stress
61%
39%
female respondents
low
emotional
capability
high
emotional
capability
50%50%
male respondents
low
emotional
capability
high
emotional
capability

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Page 20
34%
53%
13%
Post-Graduate
respondents
low
occupational
stress
moderate
occupational
stress
high
occupational
stress
38%
56%
6%
Graduate
respondents
low
occupational
stress
moderate
occupational
stress
high
occupational
stress
52%
48%
Post-Graduate
respondents
low
emotional
capability
high
emotional
capability
62%
38%
Graduate
respondents
low
emotional
capability
high
emotional
capability

…….
Page 21
44%
44%
12%
respondents with
work experience of
less than one year
low
occupational
stress
moderate
occupational
stress
high
occupational
stress
32%
63%
5%
respondents with
work experience of 2
to 1 year
low
occupational
stress
moderate
occupational
stress
high
occupational
stress
50%
37%
13%
respondents with
work experience of
10 to 2 years
low
occupational
stress
moderate
occupational
stress
high
occupational
stress
16%
67%
17%
respondents with
work experience of
10 years or above
low
occupational
stress
moderate
occupational
stress
high
occupational
stress

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Page 22
Mean value: 61.87 Mean value: 60
Mean value: 70 Mean value: 65.83
62%
38%
respondents with
work experience of
less than a year
low
emotional
capability
high
emotional
capability
63%
37%
respondents with
work experience of 2
to 1 year
low
emotional
capability
high
emotional
capability
25%
75%
respondents with
work experience of
10 to 2 years
low
emotional
capability
high
emotional
capability
50%50%
respondents with
work experience of
10 years or above
low
emotional
capability
high
emotional
capability

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Page 23
Consolidated data represented for work experience in relation with occupational stress
and emotional capability.
Graph contains mean values of occupational stress and emotional capability and its
variation with the work experience (in a growing career path) as obtained from primary
data.
Graph show % change in occupational stress and emotional capability along with work
experience.
52
54
56
58
60
62
64
66
68
70
72
less than one
year
1 to 2 years 2 to 10 years 10 years and
above
Mean value of occupational
stress
Mean Value of emotional
capability
1.65
-4.95
13.46
-3.02
16.67
-5.96
-10
-5
0
5
10
15
20
trasition 1 transition2 transsition3
Chart Title
% change in mean
occupationalstress
%change in mean emotional
capability

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 Out of all the respondents 10% were suffering from high occupational
stress, 53% experienced moderate occupational stress while 37%
experienced low occupational stress.
 Out of all the respondents 45% were found to have high emotional
capability at workplace while 55% were found to have low emotional
capability at workplace.
 Out of all the respondents suffering from high occupational stress
80% were found to have low emotional capability at workplace.
 20% of the reaming respondents who although suffered high
occupational stress but scored in the category of high emotional
capability at workplace were having a work experience of 10 years or
above.
 Out of all the respondents who experienced low occupational stress
67% were found to have high emotional capability at workplace.
 Out of all the female respondents 13% were suffering from high
occupational stress, 35% experienced moderate occupational stress
while 52% experienced low occupational stress. Interestingly top 10 &
bottom 10 scores out of all the respondents were female.
 Out of all the male respondents 8% were suffering from high
while 23% experienced low occupational stress.
 The mean value of occupational stress score of male respondents was
found to be slightly higher than that of female respondents.
 Out of all the female respondents 39% were found to have high
emotional capability at workplace while 61% were found to have low
emotional capability at workplace.
 Out of all the male respondents 50% were found to have high
 The mean value of emotional capability at workplace score of male
respondents was found to be slightly higher than that of female
respondents.

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Page 26
 Out of all the post-graduate respondents 13% were suffering from
high occupational stress, 53% experienced moderate occupational
stress while 34% experienced low occupational stress.
 Out of all the graduate respondents 6% were suffering from high
while 38% experienced low occupational stress.
 The mean value of occupational stress score of post-graduates
respondents was found to be higher than that of female respondents.
 Out of all the post-graduate respondents 48% were found to have
high emotional capability at workplace while 52% were found to have
low emotional capability at workplace.
 Out of all the graduate respondents 38% were found to have high
 The mean value of emotional capability at workplace score of post-
graduate respondents was found to be higher than that of graduate
respondents.
 The percentage of respondents experiencing moderate and low
occupational stress was 44% equal in the early career days, this
percentage distribution changes to be 63% & 32%after a year of work
experience and then in the category of low stress in the mid career
years, after the work experience of 10 years or above the percentage
distribution was found to be 67% & 16%.
 The percentage of respondents having higher emotional capability at
workplace was about 37-38% in the early years of the career which
increases to as high as 75% in the mid career years and then reduces
to 50% after a work experience of 10 and above.

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 Both the hypothesis were found to be true.
 Females experience extreme levels of Occupational stress while males
experience moderate level of occupational stress, although the stress
level among males was found to be slightly higher.
 Individuals with higher emotional capabilities tend to be more
frequent among males also males tend to have better emotional
capability at workplace.
 A greater percentage of post-graduates experience high occupational
stress than graduates also the overall occupational stress was found
to be higher in the case of post graduates than graduates.
 A greater percentage of post-graduates were found to have high
emotional capability at workplace than graduates also the overall
emotional capability at workplace was found was found to be higher
in the case post-graduates than graduates.
 During early career days almost equal percentage of individuals
experience moderate and low occupational stress.
After a year of work experience a higher percentage of individuals
explore moderate stress.
During mid career years a higher percentage of individual experience
low stress while after a work experience of 10 years or above higher
percentage of individual experience moderate occupational stress.
 In the early years of career lesser percentage of individuals has high
emotional capability.
In mid career year’s emotional capability at workplace sores high
while after a work experience of 10 years or above equal percentage
of individuals showed high emotional capability at workplace.

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Page 30
 Person suffering from high occupational stress tends to have poor
capability to handle situations that involves human emotions.
 Person experiencing low occupational stress tends to have better
capability to handle situations that involve human emotions.
 The effect of occupational stress on the emotional capability of males
was lower than that on the emotional capability of females.
 The effect of occupational stress on the emotional capability of post-
graduates was lower than that on the emotional capability of
graduates.
 The effect of occupational stress on the emotional capability of
individuals decreases slightly with increasing work experience

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Page 31

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Page 32
A person who suffers from high occupational stress tends to have poor
capability to handle situations that involves human emotions. Thus less
stressful workplaces ensures smooth workings and contributes to employee
well being
This also implies that the performance and productivity decreases owing to
less efficient teams, And poor coordination among personals. This opens up
a new focus area for OD practitioners.
Recruiters need to understand that the impact of occupational stress on
emotional capability reduces with higher educational qualification and work
experience. This should also promote the importance of higher education
among personals.
This also allows strategist to lead towards lesser employee cost and
productivity levels achieved with lesser difficulty.

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Page 33
Bibliography:
Management of Occupational Stress – Theories And Practices
BY - Dr. A K Srivastava
(Gyan Publishing House)
http://www.emeraldinsight.com/journals.htm?articleid=1664940&show=abstract
http://hbr.org/2004/01/what-makes-a-leader/ar/1
http://economictimes.indiatimes.com/industry/et-cetera/indian-employers-rank-stress-
number-one-lifestyle-risk-factor-
survey/articleshow/33995170.cms?utm_source=Facebook&utm_medium=FBETmain&ut
m_campaign=ETCetera

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Questionnaire
This survey form consist of a few objective questions to determine the working conditions,
workload, and the emotional capability of individuals to respond to occupational demands
in today's competitive world. Please respond honestly.
please do not respond if you have joined a new job in past 3 months. (results may vary)
together we build better workplace.
*Required
You are on an airplane that suddenly hits extremely bad turbulence and begins rocking from side to side. What do you
do? *
o Continue to read your book or magazine, or watch the movie, trying to pay little attention to the turbulence.
o Become vigilant for an emergency, carefully monitoring the stewardesses and reading the emergency instructions card.
o A little of both a and b.
o Not sure - never noticed.
You are in a meeting when a colleague takes credit for work that you have done. What do you do? *
o Immediately and publicly confront the colleague over the ownership of your work.
o After the meeting, take the colleague aside and tell her that you would appreciate in the future that she credits you when
speaking about your work.
o Nothing, it's not a good idea to embarrass colleagues in public.
o After the colleague speaks, publicly thank her for referencing your work and give the group more specific detail about
what you were trying to accomplish.
You are a customer service representative and have just gotten an extremely angry client on the phone. What do you
do? *
o Hang-up. It doesn't pay to take abuse from anyone.
o Listen to the client and rephrase what you gather he is feeling.
o Explain to the client that he is being unfair, that you are only trying to do your job, and you would appreciate it if he
wouldn't get in the way of this.
o Tell the client you understand how frustrating this must be for him, and offer a specific thing you can do to help him get
his problem resolved.
You are a college student who had hoped to get an A in a course that was important for your future career aspirations.
You have just found out you got a C- on the midterm. What do you do? *
o Sketch out a specific plan for ways to improve your grade and resolve to follow through.
o Decide you do not have what it takes to make it in that career.
o Tell yourself it really doesn't matter how much you do in the course, concentrate instead on other classes where your
grades are higher.

…….
Page 36
o Go see the professor and try to talk her into giving you a better grade.
You are a manager in an organization that is trying to encourage respect for racial and ethnic diversity. You overhear
someone telling a racist joke. What do you do? *
o Ignore it - the best way to deal with these things is not to react.
o Call the person into your office and explain that their behavior is inappropriate and is grounds for disciplinary action if
repeated.
o Speak up on the spot, saying that such jokes are inappropriate and will not be tolerated in your organization.
o Suggest to the person telling the joke he go through a diversity training program.
You are an insurance salesman calling on prospective clients. You have left the last 15 clients empty-handed. What do
you do? *
o Call it a day and go home early to miss rush-hour traffic.
o Try something new in the next call, and keep plugging away
o List your strengths and weaknesses to identify what may be undermining your ability to sell.
o Sharpen up your resume.
You are trying to calm down a colleague who has worked herself into a fury because the driver of another car has cut
dangerously close in front of her. What do you do? *
o Tell her to forget about it-she's OK now and it is no big deal.
o Put on one of her favorite tapes and try to distract her.
o Join her in criticizing the other driver.
o Tell her about a time something like this happened to you, and how angry you felt, until you saw the other driver was on
the way to the hospital.
A discussion between you and your partner has escalated into a shouting match. You are both upset and in the heat of
the argument, start making personal attacks which neither of you really mean. What is the best thing to do? *
o Agree to take a 20-minute break before continuing the discussion.
o Go silent, regardless of what your partner says.
o Say you are sorry, and ask your partner to apologize too.
o Stop for a moment, collect your thoughts, then restate your side of the case as precisely as possible.
You have been given the task of managing a team that has been unable to come up with a creative solution to a work
problem. What is the first thing that you do? *
o Draw up an agenda, call a meeting and allot a specific period of time to discuss each item.
o Organize an off-site meeting aimed specifically at encouraging the team to get to know each other better.
o Begin by asking each person individually for ideas about how to solve the problem.
o Start out with a brainstorming session, encouraging each person to say whatever comes to mind, no matter how wild.
You have recently been assigned a young manager in your team, and have noticed that he appears to be unable to
make the simplest of decisions without seeking advice from you. What do you do? *

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Page 37
o Accept that he "does not have what it take to succeed around here" and find others in your team to take on his tasks.
o Get an HR manager to talk to him about where he sees his future in the organization.
o Purposely give him lots of complex decisions to make so that he will become more confident in the role.
o Engineer an ongoing series of challenging but manageable experiences for him, and make yourself available to act as his
mentor.
I have to do a lot of work in this job. *
1 2 3 4 5
Strongly Disagree. Strongly Agree
The available information relating to my job-role and its outcomes are vague and insufficient. *
1 2 3 4 5
Strongly Disagree Strongly Agree
My different officers often give contradictory instructions regarding my works. *
1 2 3 4 5
Sometimes it becomes complicated problem for me to make adjustment between group pressures and formal rules and
instructions *
1 2 3 4 5
The responsibility for the efficiency and productivity of many employees is thrust upon me. *
1 2 3 4 5
My assignments are of monotonous nature. *
1 2 3 4 5
Strongly DIsagree Strongly Agree
Higher authorities do care for my self respect. *
1 2 3 4 5
I get less salary in comparison to the quantum of my work. *
1 2 3 4 5

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Owing to excessive workload I have to manage with insufficient number of employee and resources. *
1 2 3 4 5
Officials do not interfere with my jurisdiction and working methods. *
1 2 3 4 5
I am responsible for the future of a number of employees. *
1 2 3 4 5
Some of my colleagues and subordinates try to defame and malign me as unsucessful. *
1 2 3 4 5
I get ample opportunity to utilize my abilities and experience independently. *
1 2 3 4 5
This job has enhanced my social status. *
1 2 3 4 5
I bear the great responsibility for the progress and prosperity of this organization. *
1 2 3 4 5
Our interest and opinions are duly considered in making appointments for important posts. *
1 2 3 4 5
My colleges do co-operate with me voluntarily in solving administrative and industrial problems. *
1 2 3 4 5

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I get ample opportunity to develop my aptitude and proficiency properly. *
1 2 3 4 5
Being too busy with official work I am not able to devote sufficient time to my domestic and personal problems. *
1 2 3 4 5
It is not clear that what type of work and behavior my higher authorities and colleagues expect from me. *
1 2 3 4 5
I am compelled to voilate the formal and administrative procedure and policies owing to group pressures. *
1 2 3 4 5
There exists sufficient mutual cooperation and team-spirit among the employees of this organization/Department *
1 2 3 4 5
I have to do such work as ought to be done by others. *
1 2 3 4 5
Name of the respondent. *
E-Mail
(optional), in case any clarification required during analysis.
Phone number.
(optional), in case any clarification required during analysis.
Industry/Sector you work for. *
ex- Pharma, FMCG, Insurance, etc

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Page 40
Designation/Position *
the hierarchical level you work at.
years of work experience. *
Educational Qualification. *
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