Term Paper

on

Effect of Personality on Occupational Stress

1

Prepared for:

Mrs. Rumana Afroze

Course Instructor

Sub: MGT251; Section: 05

Group Members:

Name ID number

Quazi Aritra Reyan 2010-1-10-145

Syed Tasin Jahan 2010-2-20-072

Salman Iftekhar Suny 2010-1-10-131

Date of submission: November 29, 2011

2

Letter of Transmittal

To

Mrs. Rumana Afroze

Faculty of Business Administration Department

East-West University – Bangladesh

Mohakhali, Dhaka

Subject: Submission of Report.

Dear Miss,

It is our great pleasure to submit this report that you assigned on “Effect of personality on occupational stress in DHAKA BANK LIMITED” which has been prepared as a part of our Organizational Behavior course. We have tried our best to accomplish our research objectives successfully. This report definitely gives us an exceptional experience that will be of use in the future. The whole experience of this course enabled us to get an insight into the real life research situation. We will always be available for any supplementary interpretation or clarification that may require.

Thank You.

Quazi Aritra Reyan Salman Iftekhar Suny Syed Tasin Jahan

3

Aknowledgement

At this point we would specially like to thank those who had made it possible for us to prepare our report. Without their cooperation the completion of this report would have been difficult. We are most grateful to the many people in the banking sector in Bangladesh, bank employees, managers, and experts, who willingly cooperated in the difficult task of data gathering.

We would also like to express our thanks to the respondents - the Directors and the Managing Committee of Dhaka Bank Ltd. Bangladesh Uttara Branch, who has helped us by contributing their time and providing us with information related to the topic. We appreciate their consideration, and their consent to give the interviews.

we want to express our thanks to our Course Instructor Mrs. Rumana Afroze who had given us this assignment and helped us in all possible ways and directed, guided us properly in completing our report. Her continuous support and re-enforcement has encouraged us to complete this report, through which we gained experience on real life research situation.

Finally, All in all it was a wonderful experience to work as a team in doing this research and preparing this report on such an important issue.

4

Executive Summary

Bangladesh economy has been experiencing a rapid growth since the '90s. Industrial and agricultural development, international trade, inflow of expatriate Bangladeshi workers' remittance, local and foreign investments in construction, communication, power, food processing and service enterprises ushered in an era of economic activities. Urbanization and lifestyle changes concurrent with the economic development created a demand for banking products and services to support the new initiatives as well as to canalize consumer investments in a profitable manner. A group of highly acclaimed businessmen of the country grouped together to responded to this need and established Dhaka Bank Limited in the year 1995. This paper investigates how the personality of people has effects on occupational stress in Dhaka bank limited (DBL). Our findings in DBL indicated relationships between Big Five model, stress, performance & type-A & type-B behavior. The results of this study provide insight into varince in stress level, performance level & behavior of employees in DBL, also job satisfaction & job involvement in DBL. The report has been categorized into 6 chapter. Chapter 01 describes the background of study, objectives, scope, methodology, limitations. Chpter 02 describes the history of the organization, mission, vision, goals, values, the present scenerio of the organization & it’s contribution to the economy. Chapter 03 describes the theoretical part of the organization. It describes stress, it’s causes, consequences, performance & stress. It also includes definition of personality, type-A & type-B behavior, dimensions of big-five model. Chapter 04 analyzes raw data from survey & transforms it into meaningful information. In chapter 04 we have identified the number of type-A & type-B personnel among the respondents. It also identifies the relationship between Big Five model & stress as well as relationship between personality & stress, also performance & stress. We have also developed a stress model based on the survey data. In chapter 05 we have included our final thoughts based on our findings. In chapter 06 we concluded our term paper & provided recommendations for Dhaka Bank based on our analysis & findings.

5

Table of Contents

Chapter TOPIC PAGE NO

01 Introduction 07

02 Company Overview 09

03 Theoretical background 13

04 Analysis 16

05 Findings 26

06 Conclusion & Recommendation 27

07 Bibliography/References 28

08 Appendix 29

6

Chapter 01: Introduction

1.1Background of the study:

The main purpose of the study is to find how the personality of people has effects on occupational stress. The study took us to Dhaka Bank Uttara Branch where we surveyed 10 employees to understand this matter deeply. Furthermore we studied & took notes from text books, references, internet e.t.c. Through this research we found out the relationship between personality & occupational stress & how these two affects organization.

1.2 Objectives of the Study:

The study has been undertaken with the following objectives: 

To analyze the relationship between personality & stress. To identify employee personality, whether they are Type A or Type B. To develop a stress model on the basis of survey data on Dhaka Bank. To identify a relationship between performance & stress. Analyzing Big Five model & its relationship with stress.

1.3 Methodology of the Study:

Term paper is conclusive as well as descriptive in nature. The purpose of the paper is to gather a practical knowledge. To collect the primary data, the following steps have been followed to obtain the term paper objectives:

1. Sending questionnaire to 10 entry level employees.2. Data are collected from documents and Internet.3. Face to face interviews with personal managers, some employees and consumers.

7

1.3.1 Primary Sources:

In order to collect primary data the following methods have been followed:

1. Interviews.2. Observation.3. Questionnaires: The term paper based on Questionnaire. The Questionnaire was designed to get a clear

picture about roles of technology in developing advertising strategies for Dhaka Bank Corporation in Bangladesh.

1.3.2 Secondary source:

After collecting data from interviews, observation & questionaire; we also collected data from text books, Journal Articles and Newspaper Articles & internet.

1.4 Scope of the Study:

This study focuses on finding relationship between personality & stress. This report tries to understand relationships between stress, performance, Big Five Model & behavior type. This study also analyses these relationships & provides reports on the basis of analysis & provides recommendations on the basis of reports.

1.5 Limitations of the study :

All the group members gave their best effort. But at the time of collecting data, it would have been better if the organization gave us more time. They provided the necessary information and sometimes guidance for better study. But sometimes the organization ignored & intentionally kept some information secret.

Chapter 02: Company Overview

8

2.1 History of Dhaka Bank Limited:

Dhaka Bank Limited is a scheduled bank that was incorporated under the Companies Act 1994, started its operation on July 1995 with a target to play the vital role on the socio-economic development of the country. Aiming at offering commercial banking service to the customers’ door around the country, the Dhaka Bank limited established 20 branches up-to this year. This organization achieved customers’ confidence immediately after its establishment.

Within this short time the bank has been successful in positioning itself as progressive and dynamic financial institution in the country. This is now widely acclaimed by the business community, from small entrepreneur to big merchant and conglomerates, including top rated corporate and foreign investors, for modern and innovative ideas and financial solution.

2.2 Vision, Mission & Goal:

2.2.1 Mission:To be the premier financial institution in the country providing high quality products and services backed by latest technology and a team of highly motivated personnel to deliver Excellence in Banking.

2.2.2 Vision:Dhaka Bank, focuses on drawing inspiration from the distant stars. DBL team is committed to assure a standard that makes every banking transaction a pleasurable experience. DBL’s endeavor is to offer razor sharp sparkle through accuracy, reliability, timely delivery, cutting edge technology, and tailored solution for business needs, global reach in trade and commerce and high yield on customer’s investments.

9

2.2.3 Values:

Customer Focus

Integrity and Honesty

Quality

Teamwork

Respect for the Individual

Responsible Citizenship

Transparency and Accountability

Environmentally Conscious

High Morale

2.2.4 Goal:People, products and processes are aligned to meet the demand of discerning customers is the goal of DBL. DBL’s goal is to achieve a distinction like the luminaries in the sky. It’s prime objective is to deliver a quality that demonstrates a true reflection of our vision – Excellence in Banking.

2.3 Present Scenario of Dhaka Bank Limited:

Dhaka Bank was formed by a group of highly acclaimed businessmen of the country grouped together and established Dhaka Bank Limited in the year 1995. The Bank was incorporated as a public limited company under the Companies Act. 1994. The Bank started its commercial operation on July 05, 1995 with an authorized capital of TK. 1,000 million and paid up capital of TK. 100 million. The paid up capital of the Bank stood at TK 2,659,597,763 as on March 31, 2010. The total equity (capital and reserves) of the Bank as on March 31, 2010 stood at TK 6,036,368,754. The Bank established correspondent relationships with a number of foreign banks, namely American Express Bank, Bank of Tokyo, Standard Chartered bank, Mashreq Bank, Hong Kong Shanghai Banking Corporation, CITI

10

Bank NA-New York and AB Bank Ltd. The Bank is maintaining foreign exchange accounts in New York, Tokyo, Calcutta, and London. The bank has set up letter of credit on behalf of its valued customers using its correspondents as advising and reimbursing Banks. The Bank maintains a need based correspondent relationship policy, which is gradually expanding. The number of Foreign Correspondents is 406.

The Bank has:

54 Branches

4 SME Service Centers

5 CMS Units

2 Offshore Banking Unit across the country and a wide network of

correspondents all over the world.

The Bank has plans to open more Branches in the current fiscal year to

expand the network.

The Bank offers the full range of banking and investment services for

personal and corporate customers, backed by the state–of–the-art technology

and a team of highly motivated Professionals. As an integral part of the

bank’s commitment to Excellence in Banking, Dhaka Bank now offers the

full range of real-time online banking services through its all Branches,

ATMs and Internet Banking Channels. 

Dhaka Bank Ltd. is the preferred choice in banking for friendly and

personalized services, cutting edge technology, tailored solutions for

business needs, global reach in trade and commerce and high yield on

investments.

Present Top Level Management of Dhaka Bank Limited

11

Board of Directors

Chairman Mr. Reshadur Rahman

DirectorMr. Altaf Hossain Sarker

DirectorMr. Abdul Hai Sarker

DirectorMr. A.T.M. Hayatuzzaman Khan

Director Mrs. Roksana Zaman

DirectorMr. Altaf Hossain Sarkar

Managing Director Mr. Khandakar Fazle Rashid

Company Secretary Arham Masudul Huque

Management Committee Managing DirectorMr. Khandakar Fazle Rashid

Deputy Managing DirectorMr. Tanweer Rahman

Head of HRM Mr. Muzib A. Siddiqui

Head of Global Trade ServicesMr. Siyed Faisal Omar

Public Relations OfficerMr. Azam Khan, Assistant Vice President

Head of Finance & Accounts DivisionMr. Darashiko Khasru, Senior Assistant Vice President

Head of Global Trade ServicesMr. Kazi Sharek Kader, First Assistant Vice President

2.4 Contribution of Dhaka Bank in the Economy of Bangladesh:

Loan for finished goods like Rice, Wheat and etc., Financing for Infrastructure Taking over Big giant Industries and financing and keep monitoring their

operations.

12

Keep tight security control policy in deposits and securities. Create a organized money creation policy rules. Modern days even they sponsor big events to promote the country tourism. SME Banking. Financing the foreign trade of the country both Export and Import. Enhancing the mobilization of savings both from urban and rural area. Introduce new products & services and upgrade existing products & services

at comparatively low cost in order to assure quick respond to thechanging demands in the market.

Chapter 03: Theoretical background

3.1.1 Meaning if Stress:

Mental, physical, or social, force or pressure that puts real or perceived demands on the body, emotions, mind, or spirit, and which (when it exceeds the stress-handling capacity of the individual) lead to a breakdown.

As an effect: physiological effect produced in an organism in its attempts to cope (called adaptive response) with the demands created by a stressor.

3.1.2 Causes of Stress:

1 . Environmental Factors

13

Economic uncertainties of the business cycle Political uncertainties of political system Technological uncertainties of technical innovation

2.Organizational Factors

Task demands related to the job Role demands of functioning in an organization Interpersonal demands created by other employees

3.Personal factors

Family & personal relationships Economic problems from exceeding earning capacity Personal problems arising from basic disposition

3.1.3 Consequences of Stress:

Stressors

Stressors are additive, high levels of stress can lead to following symptoms-

Physical Symptoms: Blood pressure, headache, stroke. Psychological: Dissatisfaction, tension, anxiety, irritability, boredom &

procrastination. Behavioral: Changes in job behavior, increased smoking & drinking, change

in eating habits, rapid speech, fidgeting, sleep disorders.

3.1.4 Effect of Stress on Performance:

14

In the curve, the ability to perform increases up to a certain level of stress arousal. This is the healthy tension. But if this stress continues uncontrolled and a fatigue point is reached, any further stress arousal will take the performance level down, ultimately leading to exhaustion, ill-health and, finally breakdown.

3.2.1 Meaning of Personality:

Relatively stable, consistent, and distinctive set of mental and emotional characteristics a person exhibits when alone, or when interacting with people and his or her external environment.

2 types of personality-

Type A Personality: A temperament characterized by excessive ambition, aggression, competitiveness, drive, impatience, need for control, focus on quantity over quality and unrealistic sense of urgency.

Type B Personality: A temperament characterized by moderate ambition and drive, accommodating attitude, cooperativeness, focus on quality over quantity and, in general, an easy going approach to life.

3.2.2 Dimensions of Big Five model:

15

The Big Five are five broad factors (dimensions) of personality traits. They are:

Extroversion: The broad dimension of Extraversion encompasses such more specific traits as talkative, energetic, and assertive.

Agreeableness. Includes traits like sympathetic, kind, and affectionate. Conscientiousness: Includes traits like organized, thorough, and

planned. Emotional Stability: Includes traits like tense, moody, and anxious. Openness to Experience: Includes traits like having wide interests, and

being imaginative and insightful.

Chapter 04 : Analysis

4.1Identifying the Type-A & Type-B Behavior of the Employees:

Among the respondents 7 were type-A, whereas 3 were type-B. Among those respondents, 5 were male & 2 were female in type A. Furthermore all were female in type-B. No type – X were found.

Type-A Type-B0

1

2

3

4

5

6

MaleFemale

4.2 Big Five Model & it’s Relationship with Stress:

16

From our survey we found that -

Extroversion: People with high extroversion faced a low level of stress while people with low extroversion faced high level of stress.

Agreeableness: Employees with high level of agreeableness faced a low level of stress; & people with low level of agreeableness increased stress.

17

Conscientiousness: Higher conscientiousness keeps stress at minimum level at a really highly stressful situation; however in normal conditions it keeps stress level higher than others.

18

Emotional Stability: People with high emotional stability handled stress better than those that are have low stability. However this emotional

19

stability often depends on gender, group work, organizational environment etc.

Openness to Experience: Openness to Experience is a 'double-edged sword' that predisposes individuals to feel both the good and the bad

20

more deeply, rendering its directional influence on affective reactions like subjective well-being or job satisfaction unclear. Openness to experince can reduce stress by allowing people to accept new tasks or experience easily.However it may allow employees to face more challenges at a time or more hard tasks than other employess thus bringing stress. In our survey we found it confusing as people’s response was conflicting.

21

4.3 Relationship between Personality & Stress:

From our survey we found that people with Type-A personality (whether hardcore or normal) suffered more from stress than people with type-B. We found that type-A people suffered more from stress in either stressful or mormal condition. However Type A people were able to keep stress at a certain level upon which stress did not go up but in higher stressful condition the stress of the type-B people kept increasing according to the duration of stressful situation.

Effect of Gender on Relationship between Personality & Stress:

We found that stress is more intense among male respondents than the female ones. And female respondents handled stressed easily than the male ones. While Male respondents was only able to focus at one task at a time, many women respondents tried to do many task at time, however trying to do many task at a time might affect the quality of work. In our survey we found that male respondents were more punctual than the female ones. However the patience rate among male & women were almost the same. Although temper was seen more among men & women were more rushed.

Effect of Age on Relationship between Personality & Stress:

We conducted the survey on entry level employees, who have at maximum 3 years of experience. So most of them were about the same age & no effect of age we could find. However, in general young people tend to get more stressed under work pressure & experienced people are used to stressful condition so they are more calm & confident under stress.

22

23

Personality Score Ranges Behavior Type

122 & above Hardcore Type-A

99-121 Moderate Type-A

90-98 Low Type-A

80-89 Type-X

70-79 Low Type-B

50-69 Moderate Type-B

40 & below Hardcore Type B

4.4 Developing the Stress Model on the Basis of Data:

On the basis of our data we developed a stress model.

24

The six hazards are:Demands: includes exposure to issues such as workload, work patterns and work environment (for example volume and complexity of work, shift work, unrealistic deadlines);

Control: how much say and involvement the person has in the way they do their work (for example control balanced against demands, lackof autonomy, too much supervision).

Support: includes the encouragement, sponsorship and resources provided by the organization, line management and colleagues (for example training for core functions of job; catering for individual differences).Relationships: includes promoting positive working to avoid conflict and dealing with unacceptable behavior (for example bullying and harassment, conflicts).

Role: refers to whether people understand their role within the organization and whether the organization ensures that they do not have conflicting roles (for example conflicting roles avoided, vague job descriptions).

Change: how the organizational change (large or small) is managed and communicated in the organization (for example staff understanding why change is necessary, little or no communication to staff, redundancy fears).

4.5 Relationship between Performance & Stress:

From our survey we found that performance & stress were highly related. As stress increased/decreased the performance level varied with it. An increase of stress among entry level employees seem to have decreased performance, probably because they are too eager & anxious to perform better at the beginning of career.

However, a decrease in stress level haven’t decrease performance level to ground level, when stress was decreased, performance level was moderate.

25

At normal circumstances gender did not affect relationship between performance & stress, even at extreme level of stress, performance went down for men & women at the same way.

Chapter 05: Findings

From our research we found that :

Dhaka Bank Limited have more employees with Type-A behavior than Type-B.

There are more male employees in the Type-A category & more female employees in the type B.

Women have more emotional stability in Dhaka Bank than the male ones. Male employees are more stressed than the female ones. Female employees are good at multitasking & male employees are efficient

in doing single task. In Dhaka Bank , the Big five model is heavily related to stress. High level of stress & demand of performance exist in Dhaka Bank. We found that in Dhaka Bank people with Type-A personality suffered from

high to moderate level of stress depending on condition, whereas people with with Type-B personality faced low to moderate level of stress depending on condition.

26

Chapter 06: Conclusion & Recommendation

Conclusion

Higher organizational commitment and job satisfaction in DBL employees perception s of managers’ use of power and procedural justice play an important role. The second contribution involved forging of bank, gender, age, and education level with manager’s use of power, procedural justice, organizational commitment and job satisfaction.

Though managers legitimate and reward power bases were unrelated to employees organizational commitment and job satisfaction, in contrast, managers referent and expert powers were strongly related to employees organizational commitment and job satisfaction. This implies that, managers may most effectively build employees’ loyalty and support through development of power bases.

These findings suggested that employees felt comfortable and enthusiastic working under managers with high expertise.  It could also be related to cultural issues.  In Bangladeshi culture, higher level authority is expected to be more aged, educated, and experienced. 

Recommendations:

The prime objectives of the world well-known and reputed banking organizations are to making of profit through addressing the customers time to time with new pieces of service mechanisms. However, my small knowledge earned through this curriculum took me to client’s changeable demands. According to my findings I can provide the subsequent recommendations-

The management of Dhaka bank should increase the number of employees.

27

The management of Dhaka bank should install adequate technology in the bank so the processing of works is finished shortly.

Interns should be rotated to every division of bank so that they can gather sufficient knowledge.

There should be ample space into the branch for movement of employees and the clients.

Employees should be properly treated with incentives Before putting the interns in the front desk the interns should he informed of

all information that are required to know by them.

Bibliography

Business; for the 21st century; -SKINNER, IVANCEVICH. Business: A changing world-4th Edition, Ferrell, Hirt (2003), Mc

Graw Hill. Business studies: BRUCER, JEWELL (4th revised edition) Essentials of Organizational Behavior: Stephen P. Robbins, Tim

Judge.

References

www.dhakabankltd.com www.goliathecnext.com http://www.bangladeshinfo.com http://www.newage.com www.bgyellowpages.com www.wikipedia.com

28

29