Emotional Intelligence, Manager-Subordinate Communication, and Training Effectiveness in Moroccan Call Centers

Résumé

This article examines the role of emotional intelligence in manager-subordinate communication quality in Moroccan call centers, focusing on the effectiveness of organizational EI training programs. Grounded in a positivist paradigm, this quantitative confirmatory study is based on a questionnaire administered to 57 call center professionals across Morocco. The results reveal a significant paradox: while respondents demonstrate genuine individual emotional competencies, these capacities remain largely unrecognized within the organizational environment. More significantly, EI training programs, though formally offered in the majority of the organizations studied, produce no perceptible improvement in daily hierarchical communication. A cross-analysis further reveals a structural perception gap between agents and managers regarding emotional attentiveness and relational quality.