MBR Report
MBR Report
MBR Report
BEHAVIOR
Research SPRING-2021
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ACKNOWLEDGEMENT
In the name of Allah who is the most gracious, beneficent and the most merciful who gave us
the ability to complete this project.
We are using this opportunity to express our gratitude to everyone who supported us
throughout this project.
We are thankful for their aspiring guidance, invaluably constructive criticism and friendly
advice during this work. Especially to our instructor even in this pandemic she helped us keen
and solved our Problems
Thank You!
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Contents
CHAPTER # 1: INTRODUCTION..............................................................................................................6
1.1. BACKGROUND OF STUDY......................................................................................................7
1.2. RESEARCH PROBLEM.............................................................................................................7
1.3. RESEARCH OBJECTIVES..........................................................................................................8
1.4. RESEARCH QUESTIONS..........................................................................................................8
1.5. SCOPE OF THE STUDY............................................................................................................8
1.6. LIMITATIONS..............................................................................................................................8
CHAPTER # 2: LITERATURE REVIEW...................................................................................................9
2.1. Self-Awareness........................................................................................................................10
2.2. Job Satisfaction........................................................................................................................11
2.3. Interpersonal Skills..................................................................................................................12
2.4. Positivity...................................................................................................................................13
2.5. THEORIES..................................................................................................................................14
2.5.1. THEORY OF GOLMEN........................................................................................................14
2.5.2. Theory of Mayer and Salovey Emotional Intelligence Model..........................................14
2.5.3. Theory of Bar On...............................................................................................................15
2.6. Conceptual Framework............................................................................................................15
2.7. Hypotheses...............................................................................................................................16
CHAPTER # 3: METHODOLOGY...........................................................................................................17
3.1. Research Approach..................................................................................................................18
3.2. Research Design......................................................................................................................18
3.3. Sampling Size..........................................................................................................................18
3.4. Instruments.............................................................................................................................18
3.5. Sampling Technique...............................................................................................................18
CHAPTER # 4: DATA ANALYSIS............................................................................................................19
4.1. Introduction.......................................................................................................................20
4.2. Descriptive Analysis...........................................................................................................20
4.3. Reliability Analysis............................................................................................................23
4.4. Correlation Analysis..........................................................................................................23
4.5. Regression Analysis...........................................................................................................24
CHAPTER# 5: CONCLUSION AND FINDING............................................................................28
Discussion.......................................................................................................................................29
Practical Contribution...................................................................................................................29
Limitation.......................................................................................................................................29
QUESTIONNAIRE...........................................................................................................................32
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REFERENCES..................................................................................................................................33
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ABSTRACT
Objectives: This paper examines the relation of Emotional Intelligence among job
satisfaction, Leadership, Interpersonal Skills, Positivity and Self-awareness.
Design: A questionnaire survey was carried out to explore the relations between emotional
intelligence, job satisfaction and organizational commitment.
Setting: our university student in which some are employed in Karachi, Pakistan
Participants: Questionnaires were distributed among 300 employees and 214 questionnaires
were analyzed which were correct.
Methods: A 45-item questionnaire which consists of emotional intelligence and the relations
among these variables was carried out for investigation. A Quantitative Approach was done
Conclusion: Interpersonal skills and Emotional intelligence has a Positive relationship and
Job satisfaction and Emotional intelligence has a Positive relationship also Positive Thinking
and Emotional intelligence has a Positive relationship where a Self-awareness and Emotional
intelligence has a negative relationship
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CHAPTER # 1: INTRODUCTION
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Emotional intelligence prefers to know about the emotions and their related things and to
argue and to solve any problem query related to them in general. Emotional intelligence
Involves in understanding the emotions and helps to manage those emotions [ CITATION May90
\l 1033 ]According to [ CITATION Gol06 \l 1033 ] emotional intelligence is a measure of different
variables that helps to get success in any organization.
According to Bar on (2006) emotional intelligence has the ability to tackle and battle with the
Environmental situations which is related to us and our surrounding.
Emotional intelligence offers a great tool to measure the social positive relations between
Children’s, adults, family relations, societal acceptance, academic success, workplace
Performance and psychological factors which affects our mind [ CITATION May08 \l 1033 ]
Emotional intelligence is the ability to understand one’s related feelings and own feelings and
respond to these feelings according to the specific situations in our life (The Hay
[ CITATION Gro \l 1033 ] Damage emotional intelligence can affect the individual happiness and
health then they will find it very difficult to manage things or any quarrel happens in their life
which leads to make person depressed, stressed in every situation. Weak emotional
intelligence can make us ill as well (Finkelstein, 2002)
Emotional intelligence is positively related to future goals, career oriented peoples, career
interests, attitude towards income, money generated through negotiations and emotional
predictions [ CITATION May \l 1033 ]
Emotional proficiency builds from emotional knowledge. It is very easy and important to
gathered and promote emotional knowledge to get better results [ CITATION May04 \l 1033 ]
The roots of emotional intelligence is so deep that it is already taken its place in the most
dynamic fields like ethics, religion, child behavior and clinical psychology[ CITATION Oak \l
1033 ]
Emotional intelligence plays an important role in building and maintaining the balance of any
relationship ([ CITATION Gol95 \l 1033 ]
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We found it as a gap in their organization and we are going to perform research on Emotional
Intelligence in their organization.
There is a lot of scope of this study because this study is going to be useful for many
organizations to make their employees focused on their task. Emotional Intelligence is a very
important variable to be focused first in organizations.
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1.6. LIMITATIONS
It is the hard fact to study this limitation of emotional intelligence. The research gap
identified in review of this study is to test quality of working life’s mediating role in the
relationship between emotional intelligence (EI) and organizational behaviors(OB). As the
collected data these behaviors tend to occur in individuals with high emotional intelligence
scores, unrelated to their quality of working life.
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2.1. Self-Awareness
The existing and most important forms of intelligence rather than memory and problem
solving have been recognized by some of the people who were very closely working to
establish the modern understanding of present day intelligence. [ CITATION Pia40 \l 1033 ]He
emphasis on the potential benefit of Emotional Intelligence which drive the attention of many
researchers including management researchers. (Goleman ,1995)
According to Mayer and Salovey (1993) The ability model for Emotional Intelligence which
the form is portraying the work of Goleman’s (1995) which contains the mixture of emotion
and intelligence.
According to Mayer and Salovey (1993) Emotional intelligence provides an ability to identify
one’s own emotions and other as well in decision making and problem solving.
According to Mayer and Salovey (1990) the ability model provides a path to identify one’s
own and others feelings and emotions, to distinguish among these states of feelings, and to
use these emotions to know about someone thinking and decision making power. The mixed
model of Emotional intelligence is a combination of social behaviors and capability to
interact with others. (Goleman 1995, 1998)
According to Bar- on (1997) he usually associate himself with the mixed model of Emotional
intelligence because he refers that social intelligence and emotional intelligence are the path
to identify social abilities, personal abilities and emotions that have a great influence on how
to deal with the daily life circumstances and to cope up with the pressure.
The mixed model has been both appreciated and criticized by many researchers. Support
mainly refers to the context this model has provided to the researchers regarding social
intelligence and Awareness in Organizational environment. Criticism mainly focus on lack of
validity of scientific hardship and tools in this model development. (Antonakis et al., 2009;
Mayer et al., 2008)
EQI and Mixed Model proved themselves in their respective fields and both were widely
used by organizations in their development phase and effectively in professionalism. They
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both become the key aspects for organizations to stay updated with their workplace
environment and individual behavior. In fact, EQI became the key ailment in predicting the
Job performance. (Bachman et al., 2000)
Goleman (2002), Wong and Law (2002) and Mayer and Salovey (1997) stated that along
having the differences in the two models, they both have created a very positive impact and
relationship between ability to overcome stress, interpersonal and organizational outcomes.
Emotional Intelligence plays a major role in the workplace environment and make it an
effective place for every employee. (George,2000; Goleman, Boyatzis, & McKee, 2002;
Law, Wong, & Song, 2004; Sy & Cote, 2004; Wong & Law, 2002).
Many researchers stated that employee Emotional Intelligence capability can help them to
predict about the work related results just like Job satisfaction and Job performance.
(Bachman, Stein, Camp-bell, & Sitarenios, 2000; Prati, Douglas, Ferris, Ammeter, &
Buckley, 2003; Wong & Law,2002).
According to Goleman (2002) and George (2000) manager’s emotional intelligence ability
can impact the environment of the workplace and have a great influence on the working
conditions.
But there is no verification or any related study which shows that there is any connection or
According to Cooper and Sawaf (1997) The employees who are having high level of EI are
very flexible because they are able to identify their stressors and they can develop tactics and
implement to deal with the negative effects of stress.
George and Brief (1996) states that performance is mostly influence and determined by the
employee ability to use his feelings and emotions to work efficiently and effectively to
improve their performance. It all depends on the employees that how they are using their
positive and negative emotions to as their advantage to make their performance better.
Employees with high emotional intelligence ability can identify their own emotions and
manage other’s emotions as well to show them the brighter side for more positive interactions
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Recent research has shown that managers with high EI produce positive work attitude sand
altruistic behaviors (Carmeli, 2003) and that their employees enjoy higher job satisfac-tion
and performance (Wong & Law, 2002)
Furthermore, managers with high EI should be more adept at nurturing more positive
interactions between employees that could foster more cooperation (Barsade, 2002),
coordination (Sy, Cote, & Saavedra, 2005), and organizational citizenship behaviors that
contribute to performance (Mossholder et al., 1981; Wong & Law, 2002).
According to Rents et al. (2002) interpersonal skills include skills that help to cope and how
to cope with any situation, problem and resolve conflicts, dispute and go through with others,
ability to understand and listen to others.
On the other hand, many researchers stated that not all the salespeople have the ability to
understand and build relationships with all the specifications and requirements. (Boles et al.
2000; Watcher, Poufs, and Grégoire 2009)
In the past three decades, researcher working in sales field stated that many relational-selling
behaviors to salesperson which leads to better sales performance which includes
Customeroriented selling, adaptive selling, key account selling and relationship selling.
(Schwepker 2003; Park and Holloway 2003; Weitz, Sujan, and Sujan 1986)
The IPS-EQ (Interpersonal and Emotional intelligence) model determines the relationship
between interpersonal skills and emotional intelligence that already exists in the field of
psychology and management but not in the field of selling (Bar-On 1997; Sheridan et al.
2006; Weisinger 1998; Brown and Moshavi 2005; Riggio and Lee 2007)
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The perception which states that emotional intelligence is having value in selling has been
considered in previous. (Kidwell et al. 2011; Leach, Liu, and Johnston 2005; Weitz,
Castleberry, and Tanner 2004).
Thus, Gerdner (1983), who founded the perception “emotional intelli-gence,” refers to
intrapersonal and interpersonal intelligence (Rozell, Pettijohn, and Parker 2004) According to
Many researchers with in the field of psychology states that emotional intelligence theory
have supported the dilemma that interpersonal skills, its ability and capability comprise an
essential part of emotional intelligence. (Liu, and Johnston 2005).
According to Bar-On and Parker (2002) that includes the interpersonal emotional quotient in
their understanding of emotional intelligence, which further includes empathy, social
responsibility and interpersonal skills.
According to Lane and Piercy (2004) salesperson play a key role in creating strategic
customer relationship which gives the potential customer competitive advantage. Many
researcher’s states that humour (Emotional intelligence) plays a vital role in interpersonal
relationship as a methodology to increasing positive interactions, facilitating self -importance
and probing, handling stress and conflicts, and so on. (Lefcourt, 2001; Long & Graesser,
1988)
2.4. Positivity
In addition to positivity effects researchers have also observed an increase in mixed emotions
and co-concurrences of positive and negative effective states in older adults. (Carstensen et
al.,2000; Ong&Bergemen,2004)
Researchers have further suggested that interpretation of emotional experience that includes
both positive and negative emotions may be a feature of adaptive emotional functioning.
(Carstensen et al., 2000; Labousvie-Veif & Medler, 2002; Mayer & salvoy, 1997)
Older adults would demonstrate positivity effects and emotions complexity in their
perception of emotions. The age related shifts in the focus on positive and negative
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information have been termed the positivity effect with Carstensen and the colleagues argue
has the potential to improve mood and long-term well-being (Carstensen & Mikels, 2005;
Scheibe & Carstensen, 2010) The study represents an important contribution to the study of
age differences in the processing of emotional information.If mastering EQ skills can aid in
the pursuit of a positive mindset, and a positive mindset can reduce stress, then it can be said
that learning about Emotional Intelligence is a first step on a path to a longer, happier life.
2.5. THEORIES
2.5.1. THEORY OF GOLMEN
According to Goleman (1998), People who have control over themselves can handle extreme
situations actively. This trust has made a definition of emotional intelligence. Research has
focus on the emotions, intuition and power to connect with one and other on a fundamental
level.
A new model of awareness and to understand people for their behavior, attitude and
interpersonal skills emotional intelligence plays a vital role. It evolves around people who
knows their feeling and knows how to treat others and most importantly the intrapersonal
skills while making a good decision. By Emotional intelligences people are able to manage
their stress as they would be emphatic towards other as the people would come first
(Goleman 1995, Goleman et al. 2002).
According to Goleman (1998), though all problems cannot be solved but emotional
intelligence can be useful for many issues.
Dr. Peter Salovey and Dr. John D. Mayer for the first time produced their own work in 1990
(Mayer, DiPaolo, & Salovey, 1990; Salovey & Mayer, 1990). Later they both published a
better and improved theory for the emotional intelligence (EI) (Mayer & Salovey, 1997). This
theory explained four variables that are related to emotional intelligence (EI). They named
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these variables as branches, because these branches have the potential to arrange in a
hierarchal order.
Mayer and Salovey described these potentials as ability to recognize emotions, to create
emotions to help thoughts, emotions to understand and knowledge about the emotions and to
raise the emotions for the conceptual growth (Mayer & Salovey, 1997).
The potential to identify how you are feeling and those who are around yourself.
The potential to create emotion and find out the reasons related to it.
To understand the complex emotions and the reasons for it and also how they are
related to one another.
The potential to manage the emotions in yourself and those who are around you.
Bar-On put forward the suggestion that EI is a system of interconnected behavior that arises
from emotional and social competencies. He argues that these competencies have an
influence on performance and behavior.
Self-Perception
Self-Expression
Interpersonal
Decision-Making
Stress Management
H
2
Interpersonal Skills
Emotional Intelligence
H
3
Self-Awareness
H
4
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Positivity
Figure 1
Framework
Impact of EI on Organizational Behavior
2.7. Hypotheses
H0=µJ ≠µEI =0
HA =µJ = µEI
H0=µIS ≠µEI =0
HA =µIS = µEI
H0=µSA ≠µEI =0
HA =µSA = µEI
H0=µP ≠µEI =0
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HA =µP = µEI
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CHAPTER # 3: METHODOLOGY
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A quantitative approach analysis is our research design of the study as the research is already
done in this field and due to this specifics of the research design the sample population was
chosen through purposive sampling and data was collected in the form of Google survey.
This study was conducted using case study research design. The targeted audience of this
study were basically the employees of e-planet basically it is an software house consist of
1500 to 2000k employees working day and night in respective department such as working as
a customer support executive international inbound, Digital marketing, Management ,Floor
management, IT networking services, software development, Subtitling, Animators within
Karachi as well as aboard .This study was restricted to Karachi only where the employees
speak English in order to break the language barrier among them in the organization.
We have taken the survey of around 300 employees with stress as well as who enjoy to do
their work just to check the responses over Emotional Intelligence. Among these employees
127 responses was reported and in which 44 were male and 83 were female. The age of the
participants was from 19 to 40.
3.4. Instruments
A set of close-ended questions was designed and distributed which was based on five-point
Likert type scale. The scale represents 1. Strongly Agree 2. Agree 3. Neutral 4. Disagree 5.
Strongly disagree.
There are two types of sampling technique one is probability sampling and the other is
nonprobability sampling. Probability sampling is the one in which the population or sample
size taken have some kind of chance of being selected (Greener, 2008). For this research
project we have used simple random sampling technique.
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4.1. Introduction
The Chapter of literature review formed the conceptual framework which shows the
mediating effect of Perception towards impact of Emotional Intelligence on Organization
Behaviour on the relationship between Emotional Intelligence, Job Satisfaction, Interpersonal
Skills, Self-Awareness, Positive Thinking. The methodology, in Chapter 3, represented that
how the objective of the study will be attained. These chapters go in a sequence to achieve
the aim of the study. Results that were obtained from the employee of organizations start with
Descriptive Analysis, Reliability Analysis, Correlation Analysis and Regression Analysis.
For measuring the normality of data, Kurtosis and Skewness analysis was attempted. Table 1
represented the results of normality that are summarized:
Table 1 shows the lowest Skewness for Job satisfaction is (SK=.358, Mean=17.698,
SD=6.478), and the highest skewness for Interpersonal Skills is (SK=-0.979, Mean=6.754,
SD= 0.300). The lowest Kurtosis for this study (KT= 0.080, Mean=6.060, SD=2.708) is for
Self-Awareness and the highest kurtosis (KT=0.300, Mean=6.754, SD=3.169) is for
Interpersonal Skills which shows that all constructs fulfill the need of normality of this study
because all the values are within the range of. ±3.5.
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Cronbach’s
Construct Mean Std. Dev.
Alpha
Table 2 shows that the values of reliability analysis ranges in between (α =0.705 to α= 0.831).
The lowest reliability is for Interpersonal Skills (α = .705, Mean = 6.754, SD = 3.169) while
reliability for perception towards Job Satisfaction is highest (α = .831, Mean =17.698, SD = .
53256). The reliability values are greater than 0.6 indicating acceptable internal consistency
for Cronbach’s alpha for the above constructs.
Multi-collinearity determined through correlation analysis. It was to ensure that the study
related constructs are exclusive and rare. Table 3 represented the results of correlation that
are summarized: In table 3 the multicollinearity technique was used to measure the
relationship between Emotional Intelligence, Job Satisfaction, Interpersonal Skills, Self-
Awareness sand Positive Thinking. Job Satisfaction relationship with Emotional Intelligence.
Interpersonal skills relationship with Job Satisfaction. Self-Awareness relationship with
Interpersonal Skills, Job Satisfaction and Emotional Intelligence. Lastly the relationship
between Positive Thinking with Self-Awareness, Interpersonal Skills, Job Satisfaction and
Emotional Intelligence.
Table 3: Correlation
Construct 1 2 3 4 5
Emotional Intelligence
1.000
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The above table shows that all the constructs are distinguishing because the pairs of all
variables are within the ranges of .30 and .90. Since all relations are within the ranges of 0.30
and 0.90 it confirms that there is no issue related multicollinearity.
Emotional
Intelligence 2.498 - .741 3.370 .001
R2=.366, F (17.443)
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277, P = .022 < 0.05) (β= .438, P = .000 < 0.05) and Emotional Intelligence (β =2.498, P = .
001 < 0.05). Whereas, Job Satisfaction and Interpersonal Skills has insignificant relationship
(β= -.059, P= .146 > 0.05) (β = -.112, P = .277 > 0.05).
Hypothesis
H4: There is a positive relationship between Positive Thinking and Emotional intelligence.
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As we can See in the hypothesis from our research that Self-Awareness and Positive
Thinking on Emotional intelligence has a Positive relationship whereas Interpersonal and
Emotional intelligence has a negative relationship it may be due to different factors Such as
intelligence it may be due to People’s change in behavior regarding different circumstance
has changed as compared to the past.
In Past According to Mayer and Salovey (1990) the ability model provides a path to identify
one’s own and others feelings and emotions, to distinguish among these states of feelings,
and to use these emotions to know about someone thinking and decision making power. The
mixed model of Emotional intelligence is a combination of social behaviors and capability to
interact with others. (Goleman 1995, 1998)
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Discussion
The result also indicates that According to many theorists and researcher’s Emotional
intelligence and job satisfaction goes side by side. An employee emotional intelligence
capability can help them to forecast about the work related results like job satisfaction and
job performance. Emotional intelligence ability can positively affect the environment of any
workplace and can have a great impact on working conditions. The employees who are
having greater level of EI are very optimistic and flexible because they easily identify their
stressors and rather than taking it negatively they started working on it and attains the
satisfaction from their tasks and job. (Day & Carroll, 2004; Zeidner, Matthews, & Roberts,
2004).
Emotional intelligence and self-awareness are inter connected with each other and the
relationship among them is positive and accepted. Emotional intelligence allows a person to
know about own emotions and other ones right according to their situations and mind-set.
Self - aware persons have higher level of EI and they can go through any situation by dealing
it in a better way by knowing their emotions, feelings towards that specific scenario.
Researchers developed an ability model which relates between Emotional Intelligence and
Self-Awareness which provides path to know one’s own and others feelings and emotions, to
distinguish among these states of feelings, and to use these emotions to know about someone
thinking and decision making power. (Mayer and Salovey 1990)
Practical Contribution
Limitation
1. Approach: Quantitative Approach
2. Design: Case Study
3. Sample Size: 300 people. Among these 127 response was reported and in which 44 were
males and 83 were female. The age of the participants was from 19 to 40.
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CONCLUSION
[ CITATION Moo11 \l 1033 ] Note that an employee must at all times express the
organizationally demanded emotions to customers and senior managers. While the employee
might be able to do this naturally, there are times when they will have to make an effort and
exert control to display the appropriate feelings even if this is not what they feel inside. EI
has a bearing on how the employee displays the emotions that the customers expect and,
therefore, positively contributes to the organization’s productivity.
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Recent years have witnessed a surge in research on EI in order to provide the scientific
backing needed to ascertain the validity and reliability of EI. [ CITATION Mur06 \l 1033 ]
Declares that objective and critical evaluation of the claims made regarding EI is paramount
to ensure that the validity of this construct is affirmed.
All models have some inherent margin of error and this should be therefore not a valid reason
to discount the importance of EI. [ CITATION Ash05 \l 1033 ],
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QUESTIONNAIRE
Job Satisfactions:
If you are emotionally intelligent that's a plus point for you working as an employee?
You are satisfied with your salary, as well as the perks given to you from the company?
Interpersonal Skills:
If you possess high interpersonal skills, you are more likely to be given importance as an
employee?
Self-Awareness:
You often find yourself searching internally for explanations of your behavior and
emotions?
Positive Thinking:
You can make a vision for yourself and find a mission to reach it?
You can be positive in the worst possible situation that you face?
Emotional Intelligence:
You have improved yourself by making yourself aware about your feelings and emotions?
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