Research on emotional intelligence of middle managers of commercial banks in vietnam

INTRODUCTION develop the criteria for assessment and selection of middle managers of commercial banks in Vietnam Necessity of research Research purpose The transaction department plays a very important role for the development of commercial banks Besides, the role of transaction department heads – the middle managers becomes increasingly important and is considered as one of the key motivations for the organization’s activities (Mair and Thurner, 2008) The researchpurpose of thesis aims to assess the IE status of middle managers, as well as analyze the impact of EI (direct and indirect) on the transaction department’s performance in Vietnam commercial banks In order to offer recommendations on the assessment, selection of managers and enhance, trainEI for middle managers of commercial banks in Vietnam The feature of transaction department heads’ work is to regularly meet and exchange work with superiors, colleagues, subordinates, partners and customers, etc The feature asks the transaction department heads to accurately perceive, understand the current emotional state of themselves and others; hence they can manage their emotions and take actions in line with others (superiors, subordinates, partners and customers); as well as provide management methods to subordinates, employees with appropriate emotional state The transaction department heads who understand the emotion process above are usuallypeoples getting higherscore on the Emotional Intelligence The emotional intelligence (EI) is a research topic to which many scholars and researchers pay much attention The research works of EI have been done much recently; however,research on Emotional Intelligence of middle managers in commercial banks is a research gap Therefore, the research on Emotional Intelligence status of middle managers in Vietnam, in particularly the transaction department heads in commercial banks; as well as research on impact of EI of middle managers on the transaction department’s performance and job satisfaction , organizational commitment, organizational citizenship behaviorof employee have significance both in theory and practice Thus, the author selects the topic: “Research on Emotional Intelligence of middle managers ofcommercial banks in Vietnam” to a doctoral thesis with the desire that this research will have contributions to narrow the gap, and the thesis will be the basis to Object and scope of research Object of research The object of research of the thesis is the emotional intelligence and the impact of EI of middle managers on the transaction department’s performance in Vietnam commercial banks Scope of research The thesis researches on the middle managers of commercial banks in Vietnam who are Directors, transaction department heads at branches of commercial banks in provinces of Red River Delta (Hanoi, Nam Dinh, Thai Binh, Hai Phong, Ninh Binh, etc.) New contributions of the thesis - In terms of the theory: The thesis has concluded that: (i) with the components which constitute EIof middle managers, the capacity of middle managers to manage the emotion has the strongest impact on the transaction department’s performance in Vietnam commercial banks; (ii) EIof middle managers has strong influence on the job satisfaction , organizational citizenship behaviortowards employee organization and influences partially on the organizational commitment, organizational citizenship behavior towards employee individual at the transaction department of commercial banks in Vietnam; (iii) find the job satisfaction , organizational citizenship behavior towards employee organization is the intermediate variable between EI of middle managers and the transaction department’s performance in Vietnam commercial banks This is the main finding and the new points of the thesis - In terms ofpractice: the thesis not only contributes to the theory, its findings, but also contributes to the practice both organization and individual, which is proved that EI improvement will help organization get the better performance and help employees enhance the productivity, leadership effectiveness Outline of thesis To state the entire content of the research, in addition the introduction and conclusion, the outline of thesis consists of chapters, as follows: CHAPTER 1: THEORY BASIS OF EMOTIONAL INTELLIGENCE OF MIDDLE MANAGERS OF COMMERCIAL BANKS IN VIETNAM 1.1 Definition, model and measurement tool of emotional intelligence The emotional intelligence has been interested in so much recently, EI is expected to influence the organization and human being development; EI provides new approach to understand and evaluate behavior, management style, ability, skill, etc of an individual In terms of the net approach of capacity, the emotional intelligence Chapter 1: Theory basis of emotional intelligence of middle managers of commercial banks in Vietnam is the capacity of individuals to accurately perceive, understand and Chapter 2: Overview of research and research model manage their own emotion; to accurately perceive (understand) others’ Chapter 3: Research method emotion; to use emotional information to guide their own thinking and Chapter 4: Findings behavior Chapter 5: Discussion of findings and recommendations In terms of EI model, it is divided into two models: ability model and mixed model The ability model pays much attention to how the emotion influences on thinking, decision, plan and behavior of someone While the mixed model is generated on the base that EI not only consists of the emotional capacities, but also so many other attributes such as personality, personal motivation and social skills, etc The question “Is the emotional intelligence measured?” According to Encyclopedia of Application Psychology (2004), four the measurement tools that are used most frequently in researches on EI are MSCEIT, EQ-I, ECI, SSRI and these tools are studied carefully and confirmed in terms of the statistics SSRI required individuals to answer some questions to evaluate themselves according to recognizing, understanding about themselves Thus, the tool can save survey time and findings are more reliable SSRI is used widely in researches and researches with different scales show reliable and effective evidences for researches on EI (Elizabeth J Austin et al, 2004) According to Based on EI model of Mayer and Salovey (1997), the emotional Schutte et all, 2009, the researches on EI used the SSRI in analyzing intelligence structure of middle managers of commercial banks in factors that give appropriate EI constituent variables in terms of each Vietnam includes: variable’s name and not losing the SSRI’s effectiveness like the Table 1.5: Emotional intelligence of middle managers of research of Ciarrocchi et al (2001), Austin et al (2004) commercial banks in Vietnam 1.2 Emotional intelligence of middle managers of commercial banks in Vietnam 1.2.1 Introduction to middle managers of commercial banks in Vietnam According to Uyterhoeven (1972), the middle managers are the managers at the intermediate management in the hierarchy of companies and bears all responsibilities for the business results of sales department The middle managers may be construed as the managers under senior managers / Board of Management and the superior of group of supervisors (Heckscher, 1995) Vietnam commercial banks features it organization structure including many levels For the scope of branch, the middle managers of commercial banks in Vietnam includes head and deputy head of departments of branches; director, head and deputy head of transaction departments under the branches 1.2.2 Emotional intelligence of middle managers of commercial banks in Vietnam According to EI definition of Mayer and Salovey, the emotional intelligence of middle managers of commercial banks in Vietnamis the capacity of individuals to accurately perceive, understand and manage their own emotion; to accurately perceive (understand) others’ emotion; to use emotional information to guide their own thinking and behavior EI of middle managers in Interpretation Vietnam Accurately The capacity of individuals to accurately perceive perceiving their own emotion and others’ emotion emotion Using emotion The capacity of individuals to use the emotion to to facilitate guide thinking, judgment and behavior thought Understanding emotion The capacity of individuals to understand the emotional states, as well as reasons and development of emotion Managing emotion The capacity of individuals to manage their own emotion, manage the emotion to aim to any social target, manage others’ emotion Source: Based on EI model of Mayer and Salovey (1997) CHAPTER 2: OVERVIEW OF RESEARCH AND RESEARCH MODEL 2.1 Overview of research on emotional intelligence of foreign countries 2.1.1 Researches on the relation between EI and factors attributed to managers 2.1.1.1 Relationbetween EI and gender “Is there difference between male and female in terms of total score and score for each EI constituent factor?” This question has not reached the agreement: some researchers said that there is difference in terms of EI score between male and female (Mandell and Pherwani, 2003), Cavallo and Brenza (2002); while some supposed that there is no difference in terms of EI score between male and female (Nikolaou and Tsaousis,2002), Brooks (2002), (Goleman, 2003) 2.1.1.2 Relationbetween EI and age Daniel Goleman (1995; 2004) declared that each person's EI tends to increase over time, and he built the data, training programs to improve the emotional intelligence John Mayer et all (1999, 2003) also said that EI score increases with age However, these results are contrary to the findings of Slaski and Cartwright (2003), scholars have shown that there is no relation between age and EI - or the relation between EI and age does not exist Specifically, two authors research in institutions whose employers’ ageis at the distance of four generations and the research results indicate there is no basis to assert that EI increases according to the different ages 2.1.3 Relation between EI and educational qualification No many researches have mentioned the relation between EI and educational qualification.Because many scholars have considered EI as a separate structure in comparison with the intelligence quotient (IQ) In the researches on EI of leaders, Brooks (2002) found that the educational qualification has no much impact on EI, but found that it is different between EI of educated people in the science and the art However, Nikolaou and Tsaousis (2003) had a different opinion and the findings have demonstrated that EI variable is significantly correlated with the education duration (number of years) 2.1.1.4 Relation between EI and managers’ work performance There are many experimental studies that have explored the effect of EI and work performance, and the findings showthe positive correlation between EI and job performance (Goleman, 1998; Bachman et al, 2000; Fox and Spector, 2000; Jordan et al, 2002; Wong and Law, 2002; Slaski and Cartwright, 2002) 2.1.1.5 Relation between EI and managers According to Fredrickson (2003), managers with high EI can improve the performance of their subordinates by managing emotion well that nurtures creativity, resilience and confidence of subordinates, generating better cooperation results among employees (Barsade, 2002), while helping employees organize their work, build a better organization and contribute to improvework performance (Wong and Law, 2002 ) 2.1.1.6 Relation between EI and leaders When a leader with high EI, he/she is often willing to contribute more to his/her organization (Abraham, 2000) and usually expresses better at work (Goleman, 2000), uses relationship between individuals well, builds trust and teamwork of employees better; and making decisions and activities of the organization will be improved when the leaderknows how to use their positive emotion and employees’ positive emotion(George, 2000; Wong and Law, 2002) On the other hand, if a leadercan’t manage his emotion, whichcauses inefficiency in the quality of work, thinking and decision-making process, interaction with others and dissatisfaction at work of employees (Palmer, Jansen & Coetzee, 2006) 2.1.2 Researches on relation between EI and variables at organization level Venkatraman and Ramanujam (1986) suggested that enterprise’s business result can be evaluated under the perspective of financial performance; non-financial performance (performance indicator); or a combination of the financial and non-financial performance.\ In an experimental study, Rahim & Malik (2010) have concluded that there is a direct relationbetween EI and the enterprise’s business result EI plays a coordinating role in the relationbetween service supplier and customer satisfaction, is a fundamental motivation of the enterprise’s business result (Rehman et al, 2012; Pahuja and Sahi, 2012) Thus, recent studies have suggested that there is a relationbetween EI and the enterprise’s business result, but no study has ever shown any factor in EI constituent factors of managers thataffectsthe enterprise’s business result 2.1.3 Researches on relation between EI and variables at employee level 2.1.3.1 Relation between EI and job satisfaction In the scope of the organization, the job satisfaction is positive response emotion of employees to work when the value of work is brought as expected (Olsen, 1993) Managers with high EI will recognize and respond employees’ expectationat work Luddy (2005) suggested that superiors’ supervision is one of factors that affectsemployees’ job satisfaction , along with other factors Thus, maybe EI of managers affectsemployees’ job satisfaction - this is research gap on relation between EI and job satisfaction 2.1.3.2 Relation between EI and organizational commitment Organizational commitment (OC) can be understood as level of consent and the most enthusiastic participationof an employee According to Meyer and Allen (1997), we can understand the organizational commitment in three aspects: (i) emotional commitment; (ii) continuance commitment; (iii) normative commitment Carmeli (2003) suggested that EI and the organizational commitment have a positive relationship However, Wong and Law (2002) said that although EI has certain relation like job satisfaction and organizational commitment, but EI has little impact on the level of organizational commitment Guleryuz et al (2008) also said that EI is not directly related to the organizational commitment; and job satisfaction as intermediary variable between EI and the organizational commitment 2.1.3.3 Relation between EI and organizational citizenship behavior Organizational citizenship behavior (OCB) is considered as a new approach in human resource management in many organizations (Ertürk, 2007) Organizational citizenship behaviorincludes a set of individual’s behaviors within the organization, which these behaviors are actions that individuals perform beyond tasks and requirements of work and actions that individuals not expect recognition and reward (Organ, 1988) According to Podsakoff et al (2000), OCB includes - I is an individual’s behavior that the individual voluntarily help others for work matters; OCB - O is behaviors towardsthe common benefits of organization Moghaddami et al (2011), Yaghoubi et al (2011) suggested that there is a significant relationbetween EI of managers and OCB of employees However, findings have not indicated the extent of impact of EI of managers on OCB-I, OCB-O of employees.This is also researchgap on the relation between EI of managers and OCB of employees 2.2 Researches on emotional intelligence in Vietnam In Vietnam, researches on “Emotional intelligence” are conducted by some scholars, researcher and they have obtained findings both the theory and practice: - Firstly, in terms of theory, the researches tend to unify terms, definitions, models and measurement tools - Secondly, researches on “Emotional intelligence” are carried out mainly in the education and somefindings are similar to that of foreign scholars 2.3 Research gap and research orientation of topic 2.3.1 Research gap From the research overview result, the authorfinds that research orientation on emotional intelligenceof middle managers of commercial banks in Vietnamis new research orientation and has the research gap on EI 2.3.2 Research orientation and model of topic The topic towards the research on EI of middle managers of commercial banks in Vietnam aims to answer the question: is there any close relation between EI of middle managers and the job satisfaction , organizational commitment and organizational citizenship behavior of employees?; and which factor of the EI constituent factors of managersmainly affects on the transaction department’s performance? 2.4 Research model and hypothesis Research model Based on the theory and overview of researches on EI, the research model of thesis is proposed, as follows: Transaction department’s performance EI of middle managers of commercial banks in Vietnam • Accurately perceive emotion • Use emotion • Understand emotion • Manage emotion Research hypothesis Hypothesis H1 H2 H3 H4 H5 H6 H7 Employees’ job satisfaction Employees’ organizational commitment H8 H9 H10 Employees’ organizational citizenship behavior H11 H12 Table 2.2: Research hypothesis Content EI of middle managers has impact on employees’ job satisfaction in the transaction department of Vietnam commercial banks EI of middle managers has impact on employees’ organizational commitment in the transaction department of Vietnam commercial banks EI of middle managers has impact on employees’ OCB towards organization in the transaction department of Vietnam commercial banks EI of middle managers has impact on employees’ OCB towards individual in the transaction department of Vietnam commercial banks The capacity of middle managers to accurately perceive the emotion has impact on the transaction department’s performance of Vietnam commercial banks The capacity of middle managers to use the emotion has impact on the transaction department’s performance of Vietnam commercial banks The capacity of middle managers to understand the emotion has impact on the transaction department’s performance of Vietnam commercial banks The capacity of middle managers to manage the emotion has impact on the transaction department’s performance of Vietnam commercial banks Employees’ job satisfaction has intermediate impact on the relation between EI of middle managers and the transaction department’s performance of Vietnam commercial banks Employees’ organizational commitment has intermediate impact on the relation between EI of middle managers and the transaction department’s performance of Vietnam commercial banks Employees’ OCB towards organization has intermediate impact on the relation between EI of middle managers and the transaction department’s performance in Vietnam commercial banks Employees’ OCB towards individual has intermediate impact on the relation between EI of middle managers and the transaction department’s performance in Vietnam commercial banks CHAPTER 3: RESEARCH METHOD 3.1 Research design From the research purpose and to interpret the survey results more clearly, the research process includes two stages: preliminary research and officialresearch In particular, the preliminary research aims to propose the research model and scale; for the official research, the author releases a questionnaire and then collects them, enters data and analyze factors and verify according to multivariate regression 3.2 Scale Scale which is used to measure the concepts in the research model is the scale used inmuch scientific works and verified thoroughly in terms of the statistics: Table 3.1: Variable scale in the model Variable Accurately perceiving emotion Using emotion Understanding emotion Source Ciarrochi et all developed the scale of components (based on the scale of SSRI of Schutte et all, 1998) Transaction department’s performance Based on the scale developed by Phan Thuc Anh et al (2006) Job satisfaction Judge et al (2005) Organizational commitment Meyer et al (1993) OCB towards individual To ensurethe science and conformity of research model, the concept and scale of the variable in the model, as well as the findings interpretation, the author has used the research method at the table, including to interview experts and middle managers to understand more about the impact of EI of middle managers on the transaction department’s performance 3.4 Pre-testing The purpose of pre-testing is to detect weaknesses in the design and question structure (Cooper& Schindler, 1998; Fink, 2003);in addition, to minimize the problems during answering questionnaire and entering data (Saunders et al, 2007) The author has surveyed 10 transaction department heads and 15 employees at Vietinbank, Thanh Xuan branch, Hanoi and Agribank, Nam Dinh branch The result of pretesting is that basically, the questionnaire is accepted, just adjust some of the terms and design 3.5 Quantitative research Managing emotion OCB towards organization 3.3 Qualitative research Podsakoff et al (1990,1994) Source: The author sumps and develops Research sample Research sample has been selected by convenience sampling method The author has conducted a survey at the transaction departments ofcommercial banks (Vietinbank, Vietcombank, BIDV, Agribank, Mbank) and some commercial banks whichare not owned by the State (VP Bank, Lienvietpostbank, VIB) in Hanoi, Hai Phong, Nam Dinh, etc.In each locality, the author has selected the transaction departments which are located in cities, towns and districts in the geographical aspect In terms of objectswho answer the questionnaire, the author onlysurveyedEI of the transaction department heads and performance of transaction departments of Vietnam commercial banks they charge For the questionnaire for employees, the author investigated subordinates of those middle managers Data collection The data collection has beenconducted by direct survey methodat 125 transaction departments (both heads and subordinates) and by indirect survey methodat 135 transaction departments (heads) Data analysis After collecting the questionnaire answers, the author has filteredthe information, filtered the questionnaire and encoded the necessary information in the questionnaire, entered the data and analyzed it through SPSS software: (i) Inspectvariable values by exploratory factor analysis (EFA); (ii) Evaluate the reliability of the scalethrough Cronbach alpha reliability coefficient; (ii) Testthe multivariate regression CHAPTER 4: FINDINGS 4.1 Descriptive statistics Through the convenience sampling method, the author collected 217 answers from middle managers (account for 90.97%) and 342 answers from employees (account for 92.18%) The average age of middle managers who take part in the research is 35 years old; the educational qualification is mainly level – university and level 4Master; the highest seniority is 18 years and the lowest is years; the average number of years of middle manager holding is 3.26 years 4.2 Distribution inspection of scale The findings show that the minimum value (Min) and the maximum value (Max) of the scale is from to 5, which implies that there is no fluctuation limit for the scale that is used and the scale is suitable, ensure the inspection requirement and nest analysis 4.3 Variable value inspection By exploratory factor analysis (EFA), KMO and Bartlett value as inspecting the independent variable is 0.732 (>0.5) and sig=0.000 < 0.005 Besides, factor loadings values is more than 0.5 The results leading to the conclusion is the scales with the high values as being used to measure the corresponding variables 4.4 Reliability inspection of scale Variable Cronbach’s Alpha Capacity to accurately perceive the emotion 782 Capacity to use the emotion 777 Capacity to understand the emotion 648 Capacity to manage the emotion 751 Transaction department’s performance 732 Job satisfaction 719 Organizational commitment 821 OCB towards organization 779 OCB towards individual 652 4.5 Relation between factors attributed to managers and emotional intelligence of middle managers The inspection results has shown that: (i) not to assert that there is difference between EI of male middle managers and EI of female middle managers (P-value=0.379>0.05); (ii) there is difference of EI of middle managers according to the educational qualification (Pvalue=0.0000.05) 4.7 Hypothesis inspection 4.7.1 Relation between EI of middle managers and variables at employee level The inspection result has shown that: EI of middle managers has strong impact on the job satisfaction, OCB towards organization of employees and has little impact on the organizational commitment, OCB towards individual of employees at the transaction department of Vietnam commercial banks Thus, the hypothesis H1, H2, H3, H4are supported 4.7.2 Relation between EI of middle managers and the transaction department’s performance in Vietnam commercial banks The inspection result has shown that EI constituent factors of middle managers have positive impact on the transaction department’s performance The capacity to manage the emotion has the strongest impact on the transaction department’s performance (Beta=0.257), then the capacity to use the emotion (beta=0.182), and the capacity to accurately perceive the emotion has the lowest impact (Beta=0.017) Thus,the hypothesis H5H6, H7, are supported 4.7.3 Relation of EI of middle managers, variables at employee level and the transaction department’s performance in Vietnam commercial banks The inspection result has shown that: (i) the capacity to manage the emotion has the strongest impact on the transaction department’s performance; (ii) the job satisfaction, OCB towards organization of employees have intermediate impact on the relation between EI of middle managers and the transaction department’s performance in Vietnam commercial banks (P-value0.05) Thus, the hypothesis H10, H12 are not supported CHAPTER 5: DISCUSSION OF FINDINGS AND RECOMMENDATIONS 5.1 Key findings The findings of the thesis has suggested that: (i) there is difference of EI of middle managers according to the higher educational qualification, the seniority, the number of years of current position holding; however, it has not asserted that there is difference between EI of male middle managers and EI of female middle managers; (ii) EI of middle managers has strong impact on the job satisfaction, OCB towards organization of employees and has little impact on the organizational commitment, OCB towards individual of employees at the transaction department of Vietnam commercial banks; (iii) the job satisfaction, OCB towards organization of employees have intermediate impact on the relation between EI of middle managers and the transaction department’s performance in Vietnam commercial banks Especially, the findings have shown that the capacity of middle managers to manage the emotion has the strongest impact on the transaction department’s performance in Vietnam commercial banks 5.2 Findings discussion The thesis has shown the findings which express the consensus / difference and some new contribution in comparison with the previous researches Firstly, the findings of the thesis shown that there is positive relation between the seniority, the number of years of current position holding and EI of middle managersof commercial banks in Vietnam – this has the same opinion as that of Daniel Goleman (1995, 2004), Mayer, Salovey et all (199, 2003), Nikolaou and Tsaousis (2002) and is contrary tothe findings of Slaski and Cartwright (2003) Why so? The author said this findings are interpreted by individuals who have more years of accumulated experience(the seniority), they have more opportunities to experience in work situations, helping them improve EI of individuals and this explains the reason why the middle managers have the seniority, they have higher EI Secondly, the findings of thesis shown that there is no difference between EI of male middle managers and EI of female middle managersof commercial banks in Vietnam – thisexpresses the consensus with the researches of Nikolaou and Tsaousis (2002), Brooks (2002), Daniel Goleman (2003) and contrary to the findings of Cavallo and Brenza (2002) Because there is no difference, the middle manager should accurately perceive, understand the emotion of partners and know how to manage their own emotion to exact behaviors and decisions at work These capacities are necessary for both male middle managers and female middle managers Thirdly, the findings of the thesis shown that: there is relation between the educational qualification and EI of middle managers of commercial banks in Vietnam – this expresses the findings of Nikolaou and Tsaousis (2003) that EI variable has significant correlation with the education duration (number of years) Fourthly, the thesis has concluded that: EI of middle managers strong impact on the job satisfaction of employees and has little impact on the organizational commitment of employees This findings expressed the consensus with the findings of Wong and Law (2002) These findings implies that high EI helps managers perform their important roles well in human resource communication (roles of representative, leaders and connecting people), etc besides, high EI assists managers to understand subordinates’ mood, why they feel like that and how to manage that feeling Then, managers assign their employees suitable tasks, as well as know how to maintain employees’ enthusiasm, reliability and motivate them to reach organization’s targets and increase employees’ job satisfaction Fifthly, the thesis has researched a new topic that is considered as the research gap in terms of organizational behavior, it is organizational citizenship behavior – OCB The findings of the thesis have shown that: EI of middle managers has influence on OCB towards organization and OCB towards individual of employees of commercial banks in Vietnam – thisexpressed the consensus with the findings of Sitter (2004), Moghaddami et all (2011), Yaghoubi et all (2011) This conclusion may be stemmed from the findings of Conger and Kanungo (1998), which indicates that the importance of effective leadership creating positive influence at workplace With high EI, the managers can accurately perceive, understand employees’ emotion and based on subordinates’ emotion information, the managers know how to promote employees’ optimism and enthusiasm That optimism and enthusiasm of employees will make employees work with positive attitude and that positive attitude will lead positive behavior including OCB of employees Sixthly, the thesis has concluded that there is relation between EI constituent capacities of middle managers and the transaction department’s performance in Vietnam commercial banks, in which the capacity to manage the emotion has the strongest impact on the transaction department’s performance in Vietnam commercial banks The conclusion expresses the consensus with opinion of middle managers of commercial banks in Vietnam: “I think that, recognizing the emotion of myself as well as the emotion of others is not difficult, but managing the emotion to keep calm before situations is much more difficult”; or other manager stated the role of capacity to manage the emotion for leaders: “It is true that the emotion is very important for us, but when we are leaders, we shouldn’t let our emotion influence decision-making too much…” Seventhly, the findings of the thesis concluded that: the job satisfaction and OCB towards organization of employees are the intermediate variable between EI of middle managers and the transaction department’s performance in Vietnam commercial banks This result is construed that positive leaders (they know how to manage negative emotion and use positive emotion) often create relation and manage employees’ activities appropriately, know how to encourage and inspire employees, foster the positive attitude at work, contribution desire of subordinates and make them understand the importance of teamwork to reach organization’s targets (Hogan et all, 1994) 5.3 Contribution to the theory The findings have shown thatthe thesis has contributed to the theory and academics, in particularly: - Continue to assert the role of emotion, emotional intelligence for the leadership effectiveness of managers - Research on the emotional intelligence of middle managers (transaction department head) in commercial banks, an object of research has not ever been studied; the findings has also asserted that the capacity of middle managers to manage the emotion has the strongest impact on the transaction department’s performance in Vietnam commercial banks This is new point and contribution of thesis to the theory; - The findings have shown that: EI of middle managers has strong impact on the job satisfaction, OCB towards organization of employees and has little impact on the organizational commitment, OCB towards individual of employees This is new point and contributionof thesis to the theory; - The findings have shown that: the job satisfaction, organizational citizenship behavior towards organization of employees are the intermediate variable between EI of middle managers and the transaction department’s performance in Vietnam commercial banks.This is new point and contributionof thesis to the theory; 5.4 Contribution to the practice (1) Contribution to organizations and enterprises: - Leaders / entrepreneurs have bases and scientific basis for improving the emotional intelligence of managers and employees, which helps increase the productivity of individuals and the performance of departments and organizations; - Recommend to usenew criteria to assess the effectiveness of management and administration of managers in enterprises / organizations in Vietnam, including the criteria:the job satisfaction, organizational commitment and organizational citizenship behavior of employees / subordinates (2) Contribution to leaders / managers and individuals: - Leaders / managers realize that the emotional intelligence improvement will help them be more successful in work and life - Leaders / managers need to recognize that the goal of administration is to increase the job satisfaction, organizational commitment and organizational citizenship behavior of employees: 5.5 Limitations of research and subsequent researchdirections 5.5.1 Limitations of research Like other researches, the author’s research still has some limitations: research sampling method, convenience sampling method; the scope and object of research, limiting the scope of research in terms of space as commercial banks in Red River Delta and only choosing middle managers in Vietnam commercial, including Director / Transaction Department Head of branches; not developing new scale 5.5.2 Subsequent research directions With the limitations of research, the authorthinks that research on emotional intelligence in general and emotional intelligence of middle managers in the futuremay focus on following research directions: (i) Research on emotional intelligence according to occupation; (ii) Research on comparing emotional intelligence of middle managers in commercial banks (branch manager, head of department, Director / transaction department head; (iii) Research on relationbetween emotional intelligence of middle managers of commercial banks in Vietnamand other factors attributed to individuals or factors attributed to others CONCLUSION The emotional intelligence (EI) has been interested in so much recently, EI provides a new approach to understandand evaluate behavior, management style, capacity, skill, etc of an individual The thesis has researched on emotional intelligence of middle managers of commercial banks in Vietnam, this is new research which has never been done in the previous researches in Vietnam The findings of the thesis has continued to assert the role of emotional intelligence for the leadershipeffectiveness of managers; besides, the findings has indicated that EI of middle managers has strong impact on the job satisfaction, OCB towards organization of employees and has little impact on the organizational commitment, OCB towards individual of employees at the transaction department of Vietnam commercial banks; the job satisfaction, organizational citizenship behavior towards organization of employees have intermediate impact on the relation between EI of middle managers and the transaction department’s performance in Vietnam commercial banks In particular,the capacity of middle managers to manage the emotion has the strongest impact on the transaction department’s performance in Vietnam commercial banks This is the main result, new point and contributionof the research to boththeory and practice [...]... research directions With the limitations of research, the authorthinks that research on emotional intelligence in general and emotional intelligence of middle managers in the futuremay focus on following research directions: (i) Research on emotional intelligence according to occupation; (ii) Research on comparing emotional intelligence of middle managers in commercial banks (branch manager, head of department,... thesis has researched on emotional intelligence of middle managers of commercial banks in Vietnam, this is new research which has never been done in the previous researches in Vietnam The findings of the thesis has continued to assert the role of emotional intelligence for the leadershipeffectiveness of managers; besides, the findings has indicated that EI of middle managers has strong impact on the job... and the transaction department’s performance in Vietnam commercial banks, in which the capacity to manage the emotion has the strongest impact on the transaction department’s performance in Vietnam commercial banks The conclusion expresses the consensus with opinion of middle managers of commercial banks in Vietnam: “I think that, recognizing the emotion of myself as well as the emotion of others is not... emotional intelligence of middle managers (transaction department head) in commercial banks, an object of research has not ever been studied; the findings has also asserted that the capacity of middle managers to manage the emotion has the strongest impact on the transaction department’s performance in Vietnam commercial banks This is new point and contribution of thesis to the theory; - The findings... researches, the author’s research still has some limitations: research sampling method, convenience sampling method; the scope and object of research, limiting the scope of research in terms of space as commercial banks in Red River Delta and only choosing middle managers in Vietnam commercial, including Director / Transaction Department Head of branches; not developing new scale 5.5.2 Subsequent research. .. transaction department head; (iii) Research on relationbetween emotional intelligence of middle managers of commercial banks in Vietnamand other factors attributed to individuals or factors attributed to others CONCLUSION The emotional intelligence (EI) has been interested in so much recently, EI provides a new approach to understandand evaluate behavior, management style, capacity, skill, etc of an individual... EI of middle managers and the transaction department’s performance in Vietnam commercial banks. This is new point and contributionof thesis to the theory; 5.4 Contribution to the practice (1) Contribution to organizations and enterprises: - Leaders / entrepreneurs have bases and scientific basis for improving the emotional intelligence of managers and employees, which helps increase the productivity of. .. contribution desire of subordinates and make them understand the importance of teamwork to reach organization’s targets (Hogan et all, 1994) 5.3 Contribution to the theory The findings have shown thatthe thesis has contributed to the theory and academics, in particularly: - Continue to assert the role of emotion, emotional intelligence for the leadership effectiveness of managers - Research on the emotional. .. that: EI of middle managers has strong impact on the job satisfaction, OCB towards organization of employees and has little impact on the organizational commitment, OCB towards individual of employees This is new point and contributionof thesis to the theory; - The findings have shown that: the job satisfaction, organizational citizenship behavior towards organization of employees are the intermediate...organization and OCB towards individual of employees of commercial banks in Vietnam – thisexpressed the consensus with the findings of Sitter (2004), Moghaddami et all (2011), Yaghoubi et all (2011) This conclusion may be stemmed from the findings of Conger and Kanungo (1998), which indicates that the importance of effective leadership creating positive influence at workplace With high EI, the managers