The significance of effective communication towards the relationship between emotional intelligence and sales performance
Document Type
Article
Publication Date
1-1-2022
Abstract
In the current multifaceted and communicative environment, communication effectiveness, emotional intelligence and sales performance remain a topic of concern among businesses worldwide. A science experiment proves that emotional intelligence is essential to successful communication and the two are intertwined as past research shown that emotional intelligence can act as an important tool to increase communication effectiveness which then assists in sales performance. Sales representatives could handle and deal with challenging customers with such skills intact. Therefore, this study is to explore the relationship of emotional intelligence on sales performance and how it is mediated by effective communication. The dimension of emotional intelligence in this study includes both the ability model which views emotional intelligence as a set of cognitive abilities and trait model which views emotional intelligence as made up of personality characteristics which can be measured through self-perception of the participants. Survey questionnaires with 433 sales representatives across Malaysia were collected and analysed. The effective communication dimensions include three skills, (i) non-verbal communication, (ii) attentive listening, and (iii) ability to understand and control one’s own emotions. The sales performance dimension consists of three factors; (i) self-efficacy, (ii) competitiveness, and (iii) effort. Within the concept of science and communication, connecting the intellectual concept and work practice will help to provide recommendation for any necessary up-skilling effort. Therefore, this study is significance not only to the theoretical aspect but also the practical application. © School of Engineering, Taylor’s University.
Keywords
Effective communication, Emotional intelligence, Sales performance
Funders
None
Publication Title
Journal of Engineering Science and Technology
Volume
17
Publisher
Taylor's University