Did you know?
50,000 people quit jobs everyday in the United States; 85% report they could work more productively. Over half say they could double their productivity–“if wanted to”. — Creative Edge/Public Agenda Foundation¬
Have you heard?
Customers leave due to 15% quality, 15% lower price, and 70% due to “lack of contact and individual attention.” Stanford Surveys
Were you aware?
75% of the reasons careers are derailed is due to inability to manage change, deal with people and handle conflict. Center for Creative Leadership
EQ development is a workplace solution.
EQ developmental helps to retain people by creating relationships and work cultures that tap employees’ discretionary energy and effort and create workplace values and attitudes that engage employees’ mind and hearts.
Service quality based on emotional intelligence principles focuses on the total customer experience and transforms “contact” into “connection”
Career success is positively influenced by your ability to build trusting relationships, manage emotions, deal with change and handle conflict. Your degree of integrity, authenticity and confidence is in direct proportion to knowledge of who you are, what you stand for, willingness to grow and change negative habits and choose actions which align with your values.
EQ development is a personal leadership solution.
Increase self-awareness and the ability to ‘read’ non verbal cues to understand and meet the emotional needs and motivations of others.
Engender trust, connection and influence in relationships.
Build interior power and stimulate motivation, confidence and initiative.
Strengthen resiliency to sustain performance.
Create an internal climate ripe for innovation.
3 Ways You Can Develop EQ
1. One or two day EQ developmental training session with or without assessment
2. Customer on-site coaching and development for specific work groups or teams through individual or 360 assessments and coaching sessions.
3. Individual or small group developmental in person/tele-coaching based inventory.
Emotional Intelligence Programs
How customers feel when they interact with an employee determines how they feel about the company itself. Loyalty is lost or strengthened in every interaction between a company and its customers.” – Daniel Goleman, Working with Emotional Intelligence
_____________________________________________________
Lead with Emotional Intelligence
Current research shows that people with high levels of emotional intelligence (EQ) are more successful personally and professionally. High EQ is correlated with building trusting relationships, engaging discretionary effort and energy, strengthening self-regulation and demonstrating social skills–key qualities for leaders and staff.
• In this insightful and informative workshop, deepen your ability to engage, encourage and empower staff capacity and enrich your credibility and respect as a leader.
• Apply the concepts of Emotional Intelligence to enhance our “leader-server” effectiveness.
• Understand effects of the Power of Alignment and Power Brokerage to strengthen people connections, relate-ability and receptivity
• Use language as a vehicle for inspiration and rapport as well as to communicate information.
• Apply ways to build trust, encourage and engage.
Raise the Experience Quality of Service through Emotional Intelligence
Emotional intelligence in service is the ability to balance task plus relationship and thus increase the value of the customer service experience. This session explores how to tap the power of employees’ “discretionary effort”, the resiliency to face negative emotions by managing emotional labor/contagion, 6 points of connections and 4 verbal techniques that demonstrate empathy. Learn that it’s not how smart you are, but HOW you are smart in elevating the level of service.
_______________________________________________
Managing in the Moment
Imagine this—the materials don’t arrive, clients are hot under the collar, technology fails. In other words, everything that could go wrong does go wrong. What do you do? How do you manage?
Situations arise that have the potential for crisis. Competence and confidence to “manage in the moment” comes from preparation in “what ifs” to minimize escalation, self-regulation to remain centered and people management skills to calm others.
Participants are guided through pivotal inquiry protocols to establish potential situations, identify Plan A and Plan B, tap their expertise, experience and brainstorm fresh approaches. Individuals will be involved in role-play and work through a planning chart to establish locus of control and techniques to effectively handle stressful situations.
_______________________________________________________
Emotional Fatigue –Caring for me as I care and serve others
Do you find fulfillment in serving others?
Do you feel really good when a customer says, “You made my day!”?
Do you serve the public, care a lot about doing a good job and face a stream of customers with varying degrees of challenges?
If you answered yes, to any of these, then you are most likely at risk for emotional fatigue which can make you feeling drained, overworked, overly sensitive and even sometimes brittle.
Identify symptoms, profile characteristics that make you prone to fatigue and assess what you can do to nurture you so you can deliver the quality of care and service you desire. Learn and apply useful self-care and resiliency strategies that strengthen feelings of balance and immunity to the potential occupational risks of delivering compassion service and care.
