Impact of the Intensive Program of Emotional Intelligence (IPEI) on work supervisors

  1. Gustavo Adolfo Rodríguez García 1
  2. Belén López-Pérez 2
  3. Manuel Antonio Férreo Cruzado 3
  4. María Elena Fernández Carrascoso 2
  5. Juan Fernández 1
  1. 1 Universidad Complutense de Madrid
    info

    Universidad Complutense de Madrid

    Madrid, España

    ROR 02p0gd045

  2. 2 Liverpool Hope University
    info

    Liverpool Hope University

    Liverpool, Reino Unido

    ROR https://ror.org/03ctjbj91

  3. 3 Asociación N-Acción
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Revista:
Psicothema

ISSN: 0214-9915

Año de publicación: 2017

Volumen: 29

Número: 4

Páginas: 508-513

Tipo: Artículo

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Otras publicaciones en: Psicothema

Resumen

Antecedentes: este estudio se centra en la evaluación del Programa de Inteligencia Emocional Intensivo (PIEI; Fernández, 2016; Férreo, 2016) aplicado a supervisores de trabajo. El programa pretende incrementar la inteligencia emocional, ya que esta variable incide en aspectos como la satisfacción personal, el desempeño de tareas y el clima laboral. Método: la intervención se aplicó a supervisores de un gran call center, un sector poco estudiado en este ámbito. Participaron 282 supervisores pertenecientes a una empresa española multinacional, radicada en Madrid (51,4% varones y 48,6% mujeres). Fueron asignados, por disponibilidad, al grupo experimental (n = 190) o al grupo control (n = 92). Todos los supervisores respondieron a dos cuestionarios: uno para evaluar los componentes de inteligencia emocional intrapersonal (v.g., claridad, comprensión y reparación; TMMS-24; Fernández-Berrocal, Extremera y Ramos, 2004) y otro para medir empatía cognitiva y afectiva (v.g., adopción de perspectivas, comprensión emocional, alegría empática y estrés empático; TECA, López-Pérez, Fernández y Abad, 2008). Resultados: los resultados mostraron una mejora en las variables de estudio tras aplicar el programa en el grupo experimental. Conclusiones: los resultados obtenidos apoyan la formación emocional de mandos intermedios con programas breves, efi caces y económicos. Además, se discuten las limitaciones e implicaciones de los resultados obtenidos

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