What is the Value of Soft Skills? Emotional Intelligence and Work Values in Global Work Environment

摘要

This research paper discusses the profile of emotional intelligence and work values among 437 purposively selected call center representatives from the Middle East, Iran, Pakistan, Russia, India, and the Philippines. The descriptive, comparative-correlational methods were employed as this paper also aims to find out whether customer service representatives (CSRs) differ on emotional intelligence and work values based on selected demographic characteristics. The researchers utilized three instruments, namely the Demographic Profile Sheet, Emotional Competence Inventory, and Work Values Inventory. The general findings reveal that there is a significant relationship between emotional intelligence (particularly on the clusters of self-management, social awareness and relationship management) and work values (specifically in the areas of management, achievement, supervisory relations, way of life, and independence). The organizational development support programs with emphasis on diversity management have been recommended to set future directions for organizations in Business Process Organizations involved in the study.