Emotional Intelligence and South African Call Center Agents .......................................................... ..... Norms: Job Function (Average-Item 1 of 2). ...... Test-retest reliability refers to the stability of a measure over time. ..... was based, in part, on objective, computer-assessed indexes of performance such as productivity on systems ...
Introduction....................................................................................................................................2 Definition of Emotional Intelligence ........................................................................................................ 2 Background on the ECI............................................................................................................................. 2 A Brief History of the Development of the ECI ................................................................................... 2 The Need for the ECI – 2.0 ................................................................................................................... 2 Emotional Intelligence Framework....................................................................................................... 3 A Summary of Changes in ECI 2.0 vs. ECI 1.0.................................................................................... 4 Using the ECI Appropriately .................................................................................................................... 4 Developmental uses vs. Administrative uses ........................................................................................ 5 Scoring .................................................................................................................................................. 5 Clustering of Competencies .................................................................................................................. 5 Competency Levels............................................................................................................................... 6 Use of Self Ratings ............................................................................................................................... 6 What is Considered Valid Data............................................................................................................. 7
Reliability ECI 2.0..........................................................................................................................9 Internal Consistency for the ECI 2.0......................................................................................................... 9 Test-Retest Reliability ............................................................................................................................ 11
Validity..........................................................................................................................................12 Overall Validity Study Using ECI 2.0 .................................................................................................... 12 Criterion Validity Using ECI 1.0 ............................................................................................................ 14 Emotional Intelligence and U.K. College Principals ......................
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on group and organizational performance. Unpublished disser- tation, Southern Illinois University, Carbondale. Lindebaum, D. (2009). Rhetoric or remedy?
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