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Does Social Skill and Empa hy as Emo ional In elligence Measu es D i e
O ganiza ional Pe o mance o Telecommunica ion Companies in Nige ia?
OKWUISE, U.Y Ph.D1*, AGARE, R2
*1-2 Depa men o Business Adminis a ion, Facul y o Managemen Sciences, Del a S a e Uni e si y, Ab aka, Nige ia
Co esponding Au ho
OKWUISE, U.Y Ph.D
Depa men o Business
Adminis a ion, Facul y o
Managemen Sciences, Del a
S a e Uni e si y, Ab aka, Nige ia
A icle His o y
Recei ed: 16 / 07 / 2025
Accep ed: 27 / 10 / 2025
Published: 05 / 11 / 2025
Abs ac : This s udy in es iga ed whe he social skill and empa hy as emo ional in elligence
measu es d i e o ganiza ional pe o mance o elecommunica ion companies in Nige ia. The
s udy ocuses on en (10) elecommunica ions i ms and su ey esea ch design was employed
in de e mining whe he social skill and empa hy a ec he le el o pe o mance o companies in
he elecommunica ion indus y. Ques ionnai e was he main ins umen o da a collec ion
which was adminis e ed o a sample o one hund ed and wen y- h ee (123) esponden s who
a e employees o selec ed elecommunica ion companies in Del a S a e, Nige ia. Da a collec ed
we e analyzed ia desc ip i e and in e en ial s a is ical echniques. The esul o he mul iple
eg ession models e ealed ha he e is signi ican ela ionship be ween social skills ( - alue =
5.231; p- alue = 0.041 < 0.05%), empa hy ( - alue = 3.759; p- alue = 0.000 < 0.05%), and
o ganiza ional pe o mance. The s udy concludes ha social skill and empa hy as emo ional
in elligence measu es d i e pe o mance o elecommunica ions companies in Nige ia. On he
basis o he indings, he s udy ecommends ha social skills o managemen should be
main ained o make subo dina es’ pa icipa e e ec i ely owa ds a ainmen o o ganiza ional
goals and objec i es so as o be awa e o hei s eng hs and weaknesses, e lec i e, lea ning
om expe ience and open o candid eedback. The s udy con ibu es o knowledge by illing
he lacuna in he managemen li e a u e on wha is known abou social skill and empa hy as
measu es o emo ional in elligence in d i ing pe o mance o elecommunica ion companies in
Nige ia.
Keywo ds: Social skill; Emo ional in elligence; Empa hy; Pe o mance; Telecommunica ion
i ms.
How o Ci e in APA o ma : OKWUISE, U. Y. & AGARE, O. (2025). Does Social Skill and Empa hy as Emo ional In elligence
Measu es D i e O ganiza ional Pe o mance o Telecommunica ion Companies in Nige ia?. IRASS Jou nal o Economics and
Business Managemen . 2(11),15-20.
In oduc ion
The Nige ian elecommunica ion indus y has wi nessed
in lux in pa icipan s, hence making compe i ion (e ec i e se ice
deli e y and cus ome s’ e en ion) and pe o mance o be on he
high. Wi h his in mind, elecommunica ion companies a e pushed
o come up wi h no jus a s a egy ha looks a cus ome s’
e en ion, bu ha which looks a employees’ le el o emo ional
in elligence. A mani (2022) s a ed ha he p ima y aim o
business o ganiza ions is p o i maximiza ion and in o de o
achie e his aim, he i m usually assemble machines, ma e ials,
men and o he esou ces and hen, p o ide a well-coo dina ed
leade ship o p oduce he desi ed esul . Howe e , p ominen
amongs he a ious inpu s o a business o ganiza ion is human
esou ce.
In he cu en business wo ld, humans a e conside ed as he
success ac o o any business. Thus, app op ia e s a egy is a all
imes needed o be in oduced o he wo k o ce ha will enable
hem o be e ec i e and e icien in mee ing he goals o he
o ganiza ion. I is on his p emise ha William, Todd and Gohaz
(2016) s a e ha a op p io i y o many o ganiza ions in he ace o
an e e changing and dynamic business en i onmen is o look
beyond adi ional s a egies o managemen de elopmen and
ec ui men o c ea e a cad e o leade s capable o mo ing he
company o wa d in o de o achie e se goals which is high
o ganisa ional pe o mance. O ganiza ional pe o mance comp ises
he ac ual ou pu o esul o an o ganiza ion as measu ed agains
i s in ended ou pu , o goals and objec i es. I is also seen as he
success o ul ilmen o o ganiza ion a end o p og am/p ojec s as
i is in ended (Wikipedia, 2024).
Madeline (2022) u he pu o wa d ha o ganiza ional
pe o mance is he abili y o an o ganiza ion o each i s goals and
op imize esul s. In he oday’s wo k o ce, pe o mance o an
o ganiza ion can be seen also as he i m’s abili y o achie e goals
in a s a e o cons an change. Emo ional in elligence (EI) has
a ac ed conside able a en ion om business expe s and
in ellec uals in ecen yea s. This pe sonali y- ela ed aspec has
been widely a gued by educa ionis s in he ield o Beha iou and
managemen sciences (Alo aibi, Amin & Win e on, 2020; Naz, Li,
Nisa &Ra iq, 2019). As he global en i onmen oday is ex emely
di e se, he emo ional unde s anding and he ou pu o employees
need o be linked. Emo ional in elligence is he e o e impo an o
he p esen a ion o he company and o he g ow h as wo ke s a e
de e mined p ima ily o achie e hei objec i es The emo ions o
he employee also play a i al ole in helping hem na iga e his
s imula ing clima e o ansi ion (Alonazi, 2020). Emo ional
in elligence is he abili y o ecognize and egula e he emo ions in
one’s own sel and o he s and o make use o his in o ma ion in
o de o guide one’s hinking and ac ions (Gia dini & F ese, 2006;
Maye , Robe s, & Ba sade, 2018). Emo ional in elligence is he
abili y o an indi idual o app op ia ely and success ully espond o
a as a ie y o emo ional s imuli being elici ed om he inne sel
IRASS Jou nal o Economics and Business Managemen . Vol-2, Iss-11 (No embe -2025), 15-20
Vol-2, Iss-11 (No embe -2025)
16
and immedia e en i onmen . Emo ional in elligence plays an
impo an ole in he wo kplace. This s udy he e o e seeks o
es ablish empi ically i social skill and empa hy as emo ional
in elligence measu es d i e o ganiza ional pe o mance o
elecommunica ion companies in Nige ia.
Re iew o Rela ed Li e a u e
Social Skills
Respec o o he s, ecip ocal ega d, dedica ion, openness,
ole ance, empa hy, nego ia ion, communica ion, and so o h a e
all pa o he social skill se (Schue z, 2021). I en ails being able
o a end o one ano he 's needs, de elop a ela ionship o e ime,
and communica e hough s, eelings, and ideas. Skills in social
awa eness allow one o ask o he pe spec i es o o he s while
lis ening a en i ely and non-judgmen ally.
While c i ically impo an o leade s, pa icula ly hose in
di e se communi ies o who se e as bounda y spanning
ambassado s o hei o ganiza ions, o e -use o his skill can lead
o unnecessa y de e ence o he g oup no ms and an inabili y o
push g oup membe s wi h compe ing o incompa ible iews owa d
solu ions (Ba -On, 1997, Ba -On, 2002, Maye e al 2002, Pea man
2023).
Acco ding o Goleman (2015), social skills a e use ul o
in luencing o he s, o ming and managing eams, and d i ing
change. The bene i s o social connec ion a e nume ous as well. I
p o ides sel -assu ance and social alida ion. I o e s manage s
nume ous bene i s. I can assis wi h a a ie y o asks ha a e
impossible o pe o m on you own, such as ob aining eam suppo
o inishing a p ojec (Pe y, 2006).
Empa hy
Since "empa hy is he abili y o see he wo ld om ano he
pe son's pe spec i e," i is essen ial o an employee's emo ional
in elligence (EI) in de e mining how hey will beha e on he job
(S ein & Book, 2021). When someone is eeling empa hy, hey
a emp o see hings om hei pe spec i e and s i e o
comp ehend he hough s and eelings o o he s in o de o
unde s and one ano he 's beha iou s (S ein & Book, 2001;
Goleman, 2011).
Fu he mo e, empa hy e e s o he way ou minds
communica e wi h one ano he and is ypically associa ed wi h
o he eelings like empa hy (Coplan& Goldie, 2011). I is
conside ed by many o be a c ucial leade ship skill (S ein 2011,
S ein & Book 2006, Goleman&Boya zis, 2008). When unde used,
one isks being pe cei ed as cold, unca ing, sel cen e ed o o e ly
ask- ocused (Ba -On 1997, Ba -On 2002, Maye e al 2022). Lack
o empa hy can cause a lack o us om o he s o lack o
con idence in he abili y o con ide in he leade .
Poo ly de eloped skills in empa hy can lead one o be
su p ised in o he people’s eac ions as well (Maye e al 2002,
Pea man 2023). Howe e , empa hy can be o e used, causing
challenges in sepa a ing eelings om business, inabili y o make
ough decisions, an inabili y o say no, and denying one’s own
eelings(Ba -On 1997, Ba -On 2002, Maye e al 2002, Pea man
2003).
O ganiza ional Pe o mance
O ganiza ional pe o mance is de ined by Hell iegel e al
(2019) as p esen ed by Oluseyi and Ayo (2019), as he
o ganiza ion’s le el o goal achie emen in e ms o e iciency and
e ec i eness o i s esou ces and human skills. They also p esen
he iews o Cummings and Schwab (ci ed in Oluseyi& Ayo,
2019) on he same issue who belie e ha o ganiza ional
pe o mance is ul ima ely an ou come o social and con ex ual
phenomenon h ough in e play wi h en i onmen al a iables ha
in luences pe o mance p ima ily h ough hei e ec on he
indi idual pe o mance abili y and capaci y.
Acco ding o Hubba d e al. (2022), high-pe o ming
o ganisa ions a e hose ha ha e achie ed esul s ha a e abo e
a e age in ela ion o he inpu s used. In iew o he abo e, Oluseyi
and Ayo (2019), again s a ed ha he iew o Behling and Mc illen
(1996) who con i med he link be ween high pe o mance and
managemen skills o be close. Behling and Mc illen (1996) opined
ha h ough he de elopmen o a model whe ein he beha iou
and ac i i ies o managemen is said o gi e ise o inspi a ion and
mo i a ion managemen can empowe hei wo k o ce, esul ing in
excep ionally high e o , excep ionally high commi men and
willingness o ake isks.
Oluseyi and Ayo (2019) asse ha i has been widely
accep ed ha e ec i e o ganiza ions equi e e ec i e managemen
and o ganiza ional pe o mance will su e when he managemen
is ine ec i e and inadequa e. In o ganisa ional s udies, one o he
mos commonly s udied cons uc s is emo ional in elligence.
Nume ous desi able o ganisa ional ou comes, including wo k
pe o mance, job happiness, o ganisa ional ci izenship beha iou ,
and o ganisa ional commi men , ha e been demons a ed o be
signi ican ly co ela ed wi h emo ional in elligence.
Emo ional in elligence is he abili y o con ol one's
eelings and communica e hem in a way ha makes i possible o
o he s o collabo a e in a posi i e and open way owa ds sha ed
objec i es. Employees will app ecia e eelings when he execu i e
does. The e o e, i he manage exudes op imism, con idence,
c ea i i y, lexibili y, ole ance, espec , and compassion, i is
likely ha he s a will eel he same way. Hence, we belie e ha
enhanced le el o social skill and empa hy as emo ional
in elligence a iables can esul in posi i e ou comes, especially
o ganiza ional pe o mance.
Theo e ical F amewo k
The s udy is hinged on he Maye , Salo ey and Ca uso’s EI
Abili y model. Acco ding o his model, people u ilise hei
pe cei ed knowledge o emo ions and how o con ol hem o
in luence hei decision-making and o help hem hink mo e
clea ly. The emphasis o his EI amewo k is on he ou -b anch
model o EI. The Model o Fou B anch The ou -b anch abili y
model o EI was c ea ed by Maye and associa es in 2004. The
au ho s p opose ha emo ional in elligence (EI) can be ca ego ised
in o ou dis inc domains based on an indi idual's abili y o
pe cei e, unde s and, and egula e emo ions. These b anches,
which go om managing emo ions o pe cei ing hem, co espond
o how he skill i s in o he pe son's en i e pe sonali y (Maye e
al., 2004).
S a ed di e en ly, b anch 4 (emo ion managemen ) is
inco po a ed in o he pe son's objec i es and goals, while b anches
1 and 2 ep esen he ela i ely independen componen s o
in o ma ion p ocessing ha a e belie ed o be bound in he
IRASS Jou nal o Economics and Business Managemen . Vol-2, Iss-11 (No embe -2025), 15-20
Vol-2, Iss-11 (No embe -2025)
17
emo ion sys em (Maye e al., 2004). Addi ionally, e e y b anch
has a p og ession o alen s om mo e undamen al o mo e
ad anced in e ms o de elopmen . Le 's look a e e y b anch: This
a ea o s udy deals wi h he pe cep ion o emo ion, which includes
he abili y o ecognise di e en emo ions in people's acial and
body language. Communica ing wi h he ace and oice e lec s
non e bal pe cep ion and emo ional exp ession (Maye e al.,
2004). The capaci y o use eelings o suppo easoning is included
in a b anch
This sec ion s ands o he abili y o comp ehend emo ion,
which includes he abili y o analyse eelings, ecognise p obable
pa e ns in emo ions ac oss ime, and ecognise he e ec s o
emo ions. I also in ol es he abili y o ca ego ise and dis inguish
be ween di e en emo ions. This a ea o s udy, emo ional sel -
managemen , akes in o accoun a pe son's pe sonali y, goals, sel -
awa eness, and social awa eness in o de o shape how hey con ol
hei emo ions (Maye e al., 2004). These abili ies, in he wo ds o
Maye , Ca uso, and Salo ey (2016), a e wha cha ac e ise EI.
In 2016, Maye , Ca uso, and Salo ey e ised he ou -
b anch model in ligh o ad ancemen s in EI esea ch. They s a ed
ha he men al skills associa ed wi h emo ional in elligence a e ye
unknown and ga e o he examples o p oblem-sol ing (Maye e
al.,2016). EI, acco ding o Maye and associa es (2008), is a b oad
o m o "ho " in elligence. In hei unde s anding o "ho "
in elligences, hey inco po a e social, emo ional, and p ac ical
in ellec . Indi iduals wi h so-called "ho " in elligences in e ac wi h
opics ela ed o people (Maye e al., 2016). Maye e al. (2016)
sugges con as ing emo ional in elligence (EI) wi h social and
pe sonal in elligences, a guing ha EI can be placed in he same
ca ego y as hese o he "ho in elligences." I was sugges ed ha
pa icula ypes o p oblem-sol ing include he unique skills ha
make up emo ional in elligence (Maye e al., 2016).
Me hodology
This s udy in es iga ed whe he social skill and empa hy as
emo ional in elligence measu es d i e o ganiza ional pe o mance
o elecommunica ion companies in Nige ia, using a c oss-
sec ional su ey esea ch app oach. Ten (10) elecommunica ions
companies in Del a S a e made up he s udy popula ion; a sample
o 123 o hese companies was selec ed using he Ya d Fo mulae
c ea ed by Coope and Schinde (2013) and Ko ha i (2014).
P ima y sou ces (s uc u ed ques ionnai es) we e used o ga he
da a. Addi ionally, he ins umen 's in e nal eliabili y was assessed
using C onbach Alpha, which p oduced a esul o 0.88, abo e he
c i e ion o 0.7. The e o e, social skills, empa hy, and
o ganisa ional pe o mance a e all eliable. Fu he mo e, o
asce ain he na u e o he associa ion be ween he independen
a iable (emo ional in elligence a iables such as social skill and
empa hy) and he dependen a iable (o ganisa ional pe o mance),
desc ip i e and in e en ial s a is ics we e used. The ollowing is
he mul iple eg ession equa ion:
OP = (EINT)
OP = (SCS, EMP)
OP = β0+ β1SCSε + β2EMPε + ε
Whe e; OP is o ganiza ional pe o mance; EINT is emo ional
in elligence; SCS is social skill; EMP is empa hy; β0 is in e cep o
eg ession line; β1- β2 a e he pa ial eg ession coe icien s o
independen a iables while ε is e o e m.
Resul s
A o al o one hund ed and se en y-one (171) copies o he
ques ionnai e we e adminis e ed o manage s and employees o en
(10) selec ed elecommunica ion i ms in Del a S a e, speci ically;
La y Communica ions, JKD Unique Ne wo k Limi ed, Me b
Resou ces, IDC Communica ion, GLO Wo ld, Gu une wo k
Limi ed, I know Communica ions Limi ed, Ebko el Nige ia,
Visa one Communica ion Limi ed and Ne wo king Team. The
e u n e eals ha one hund ed and wen y- h ee (123) 71.9% o
he adminis e ed ques ionnai e we e eco e ed and used o he
analyses, while o y-eigh (48)28.1% copies o he ques ionnai e
ep esen ing no p ope ly illed copies, misplaced copies and
un eco e ed copies o he ques ionnai e a ime o collec ion we e
excluded om he analyses.
The 123 copies o he ques ionnai e ecei ed we e e y
good and adequa e o he esea ch; o i shows ha la ge
popula ions o esponden s we e su eyed. This esponse was
admi able and ep esen a i e o he popula ion and ag ees wi h
Coope & Schindle (2014) condi ion ha a esponse a e o 50% is
su icien o analysis and epo ing; a a e o 60% is good and a
esponse a e o 70% and abo e is excellen .
Table 1: Summa y o o al Ques ionnai es Adminis e ed
To al
ques ionnai e
adminis e ed
To al ques ionnai e
adminis e ed
p ope ly illed
To al ques ionnai e
adminis e ed no
p ope ly illed
Pe cen age o o al
ques ionnai e
adminis e ed p ope ly
illed
Pe cen age o o al
ques ionnai e
adminis e ed no
p ope ly illed
To al
pe cen age
171
123
48
71.9
28.1
100
Sou ce: Resea che ’s Field S udy, 2025
Table 2: Desc ip i e S a is ics
N
Mean
S d. De ia ion
SCS
123
16.612
2.2045
EMP
123
16.209
2.1332
OP
123
16.432
2.5794
IRASS Jou nal o Economics and Business Managemen . Vol-2, Iss-11 (No embe -2025), 15-20
Vol-2, Iss-11 (No embe -2025)
18
Sou ce: SPSS Ou pu , 2025.
The desc ip i e s a is ics in Table 2 shows he mean and
s anda d de ia ion o he a iables o in e es . The esul e ealed
ha social skill (SCS) has an agg ega e mean sco e o 16.612 and a
s anda d de ia ion o 2.2045. Empa hy (EMP) has an agg ega e
mean sco e o 16.209 and a s anda d de ia ion o 2.1332. On he
o he hand, o ganiza ional pe o mance (OP) has a mean sco e o
16.432 and a s anda d de ia ion alue o 2.5794.
Table 3: Pea son Co ela ions
OP
SCS
EMP
Pea son Co ela ion
OP
1.000
SCS
.554
1.000
EMP
.720
.571
1.000
Sou ce: SPSS Ou pu , 2025.
The Pea son co ela ion in Table 3 showed he coe icien
o ype o ela ionship ha exis be ween he independen a iables
(Social Skills (SCS), and Empa hy (EMP)) and dependen a iable
(O ganiza ional Pe o mance -OP) The esul om he Pea son
co ela ion ma ix e ealed ha Social skills (SCS) has a
coe icien o ( =0.554)55.4%. This ells ha social skills ha e a
posi i e and e y s ong ela ionship wi h O ganiza ional
pe o mance. This means, when he e is an inc ease in social skills
in he i ms, he e will a posi i e pe o mance in he o ganiza ion.
Fu he mo e, he co ela ion ma ix again e eals ha
empa hy (EMP) has a coe icien o ( =0.720)72% which e eals
ha empa hy (EMP) has s ong posi i e co ela ion wi h
O ganiza ional Pe o mance (OP), his implies ha an inc ease in
empa hy (EMP) would ha e posi i e e ec s on O ganiza ional
Pe o mance (OP) in he selec ed i ms in Del a S a e, Nige ia.
Table 4: Mul iple Reg ession
Model
Uns anda dized Coe icien s
S anda dized
Coe icien s
T
Sig.
B
S d. E o
Be a
1
(Cons an )
6.648
1.376
1.722
.001
SCS
.328
.033
.294
5.231
.041
EMP
.201
.054
.194
3.759
.000
Sou ce: SPSS Ou pu , 2025.
Table 4 is he mul iple eg ession esul ; in o de o be able
o de e mine he signi icance o coe icien o independen a iable
in econome ic model he -s a is ics is compu ed. The calcula ed
o ac o s esponsible o Social Skills (SCS) and o ganiza ional
pe o mance ( = 5.321, β= 0.294, P=0.041).This implies ha he e
is a signi ican ela ionship be ween Social Skills and
o ganiza ional pe o mance o elecommunica ion i ms in Del a
S a e, Nige ia. Also, calcula ed o ac o s esponsible o
Empa hy (EMP) and o ganiza ional pe o mance ( = 3.759, β=
0.194, P=0.000).This implies ha he e is a signi ican ela ionship
be ween Empa hy and o ganiza ional pe o mance o
elecommunica ion i ms in Del a S a e, Nige ia.
Conclusion and Recommenda ions
This s udy looked in o whe he social skills and empa hy-
wo (2) indica o s o emo ional in elligence ha e an e ec on he
o ganisa ional pe o mance o Nige ian elecommunica ion
companies. In o de o asce ain i social abili y and empa hy ha e
an e ec on he le el o pe o mance o businesses in he
elecommunica ions sec o , he s udy ocuses on en (10)
elecommunica ion companies and uses a su ey esea ch design.
A sample o 123 esponden s, who wo k o speci ic
elecommunica ions companies in Del a S a e, Nige ia, we e gi en
a ques ionnai e, which se ed as he p ima y da a ga he ing ool.
Desc ip i e and in e en ial s a is ical me hods we e used o analyse
he acqui ed da a. Mul iple eg ession model esul s showed a
signi ican associa ion be ween o ganisa ional pe o mance,
empa hy and social skills
The s udy comes o he conclusion ha social skills and
empa hy, wo indica o s o emo ional in elligence, in luence how
well Nige ian elecommunica ion companies pe o m. Based on
he esul s, he s udy sugges s ha manage s should main ain hei
social skills in o de o help hei subo dina es con ibu e
e ec i ely o he achie emen o o ganisa ional goals and
objec i es. This will help hem become mo e sel -awa e, e lec i e,
open o candid c i icism, and awa e o hei own s eng hs and
weaknesses. By add essing he gaps in he managemen li e a u e
ega ding he ole o social skills and empa hy as indica o s o
emo ional in elligence in in luencing he pe o mance o Nige ian
elecommunica ion companies, he s udy ad ances ou
unde s anding o he subjec .
Re e ences
IRASS Jou nal o Economics and Business Managemen . Vol-2, Iss-11 (No embe -2025), 15-20
Vol-2, Iss-11 (No embe -2025)
19
1. Alonazi, W. B. (2020). The impac o emo ional
in elligence on job pe o mance du ing COVID-19
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