REASONS FOR RAISING YOUR EMOTIONAL INTELLIGENCE QUOTIENT (EQ)
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 creates 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, your 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.
CHECK OUT OUR EMOTIONAL INTELLIGENCE PROGRAMS
Below are programs that provide emotional intelligence principles and concepts and help leaders and employees build EI competencies and embrace its approach. Daniel Goleman, one of the leaders in the Emotional Intelligence movement, points out a key reason why we should care about our emotional intelligence.
“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 [internal and external] 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.
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 your “leader-server” effectiveness. Understand effects of the Power of Alignment and Power Brokerage to strengthen people connections, relate-ability and receptivity.
Build trust, encourage and engage.
Emotional intelligence in service is the ability to balance task plus the relationship connection and thus increase the experience-value of the customer service exchanges. Explore 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.
EMOTIONAL FATIGUE: CARING FOR ME AS I CARE FOR 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. Why? Because you are super conscientious, really do care and the pressure to be “on”, upbeat and friendly even when customers are challenging takes its toll. The result? You feel 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 compassionate service and care.
MANAGE 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.