Emotional Intelligence and Communication

Hello,

I am an MBA Student at the University of Mauritius doing my final year. As
part of my MBA program,I must submit a Dissertation by the end of this
August 2014. The title of my project is:

THE IMPACT OF EMOTIONAL INTELLIGENCE ON COMMUNICATION IN A BUSINESS PROCESS OUTSOURCING ORGANISATION OF MAURITIUS

Also, the Research Question and Objectives that I have been able to derive
are as:

*Research Question:*

How can emotional intelligence competencies benefit the payroll agent in
communicating with the organisation's clients?

*Research Objectives:*

· To identify the communication skills of the payroll agent in the business process outsourcing department of the company.

· To determine the impact of emotional intelligence in delivering quality services to clients.

· To determine how emotional intelligence competencies can be
supportive to agents during the communication process with their clients.

· To recommend a list of additional skills to better equip agents
in managing their clients.

For my survey, I will need to design a questionnaire based on the above
objectives.


Can anyone have an overview of it and let know if I am in the good
direction and what types of questions should I be asking to my sample
population for this dissertation?

Many thanks is advance