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A coaching meta-framework for emotional intelligence development in frontline managers
Thesis (PhD)--Stellenbosch University, 2026.
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| Format: | Thesis |
| Language: | English |
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Stellenbosch : Stellenbosch University
2026
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| _version_ | 1867614073134252032 |
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| access_status_str | Open Access |
| author | Nair, Ravindra Soobramoney |
| author2 | Terblanche, Nicky |
| author_browse | Nair, Ravindra Soobramoney Terblanche, Nicky |
| author_facet | Terblanche, Nicky Nair, Ravindra Soobramoney |
| author_sort | Nair, Ravindra Soobramoney |
| collection | Thesis |
| dc_rights_str_mv | Stellenbosch University |
| description | Thesis (PhD)--Stellenbosch University, 2026. |
| format | Thesis |
| id | oai:scholar.sun.ac.za:10019.1/136119 |
| institution | Stellenbosch University (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:46:13.197Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from SUNScholar — Stellenbosch University Repository |
| publishDate | 2026 |
| publishDateRange | 2026 |
| publishDateSort | 2026 |
| publisher | Stellenbosch : Stellenbosch University |
| publisherStr | Stellenbosch : Stellenbosch University |
| record_format | dspace |
| source_str | SUNScholar — Stellenbosch University Repository |
| spelling | oai:scholar.sun.ac.za:10019.1/136119 A coaching meta-framework for emotional intelligence development in frontline managers Nair, Ravindra Soobramoney Terblanche, Nicky Stellenbosch University. Faculty of Economic and Management Sciences. Dept. of Business Management. Thesis (PhD)--Stellenbosch University, 2026. Nair, R. S. 2026. A coaching meta-framework for emotional intelligence development in frontline managers. Unpublished doctoral dissertation. Stellenbosch: Stellenbosch University [online]. Available: https://scholar.sun.ac.za/items/d023469b-5ca2-4f02-9d3f-c810338f60b6 The majority of organisations’ employees report to frontline managers. The quality of frontline managers’ leader–member exchange relations enhances the extent to which their frontline employees are engaged. Engaged employees are necessary for an organisation’s success because they are emotionally attached to the organisation, see their own duties as extending beyond a job description, are passionate and motivated, and go the extra mile to enhance customer service and organisational performance. Frontline managers carry the responsibility of sharing and implementing strategy and creating engaged frontline employees. However, these managers’ training is mainly standardised technical job training, with little or no leadership- or soft skills development. Emotional intelligence (EI) is a crucial leadership soft skill that enables leaders to build strong relationships that cultivate high-quality leader–member exchange relations, which generate increased employee engagement and, consequently, improved organisational performance. Executive coaching is a possible solution to developing EI because it is personalised and tailored to suite individuals’ personal gaps; however, the problem is that because coaching is still an emerging profession with a limited scientific body of knowledge, it is not clear exactly which coaching approach could facilitate EI development in this specific target audience of frontline managers. The current study’s aim was, therefore, to create an evidence-based coaching meta-framework for developing frontline managers’ EI. The study was based in a pragmatist-constructivist paradigm and followed a qualitative approach, utilising the empirically proven methodology of the Coaching Model Derivation Process (CMDP). The study consisted of three phases. In Phase 1 (Foundation), frontline managers, their managers and their employees provided their views and lived experiences on the desired EI behaviours for the workplace. In Phase 2 (Focus groups), the expert opinions of practising coaches were sought on interventions, techniques, models, and tools to deliver the identified desired EI behaviours that emerged from Phase 1. Phase 3 (Application) involved canonical action research, in which the recommended coaching interventions from Phase 2 were implemented and evaluated, based on which an empirically derived coaching meta-framework for the development of EI in frontline managers was derived. This study makes theoretical contributions to leadership development, leader–member exchange theory, EI and coaching theory by linking these theories together in a pragmatic yet empirically derived meta-framework for the development of frontline managers’ EI. The meta-framework may assist in the development of evidence-based coaching interventions that could assist coaches, frontline managers, their reportees and purchasers of coaching services by raising the standard of already effective coaching practices and, ultimately improving individal self-awareness, personal growth and wellbeing as well as organisational performance. Doctoral 2026-04-22T13:46:45Z 2026-04-22T13:46:45Z 2026-03 Thesis https://scholar.sun.ac.za/handle/10019.1/136119 en Stellenbosch University 303 pages application/pdf Stellenbosch : Stellenbosch University |
| spellingShingle | Nair, Ravindra Soobramoney A coaching meta-framework for emotional intelligence development in frontline managers |
| title | A coaching meta-framework for emotional intelligence development in frontline managers |
| title_full | A coaching meta-framework for emotional intelligence development in frontline managers |
| title_fullStr | A coaching meta-framework for emotional intelligence development in frontline managers |
| title_full_unstemmed | A coaching meta-framework for emotional intelligence development in frontline managers |
| title_short | A coaching meta-framework for emotional intelligence development in frontline managers |
| title_sort | coaching meta framework for emotional intelligence development in frontline managers |
| url | https://scholar.sun.ac.za/handle/10019.1/136119 |
| work_keys_str_mv | AT nairravindrasoobramoney acoachingmetaframeworkforemotionalintelligencedevelopmentinfrontlinemanagers AT nairravindrasoobramoney coachingmetaframeworkforemotionalintelligencedevelopmentinfrontlinemanagers |