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A growing body of research suggests
that problem solving and analytical thinking, which is currently
part of many people's daily work, may be executed by AI in
the future. It has been asserted that this could catalyse
a transition from our current 'thinking economy' to a future
'feeling economy'. The study suggests that emotional intelligence
and the ability to influence social attitudes and behaviours
will be more challenging to replicate via AI. Thus, emotional
intelligence may become the primary driver for successfully
managing workplace relations and activities.
What is Emotional Intelligence?
There are many definitions of Emotional Intelligence
(EQ) yet all are based upon the same core elements which include
the ability to be aware of and manage one's own emotions and
those of others and to be able to relate to others in effective
ways, both personally and professionally, in a wide range
of contexts and roles.
Relationships are front and center of workplace
performance and emotional intelligence skills are what make
effective relationships thrive. We hear many organizations
say:
- Many of the people who work for them lack
the motivation to keep learning and improving on the job.
- A main complaint is that people are not
able to work cooperatively with fellow employees.
- Many entry-level applicants do not have
enough self-discipline in their work habits.
- Huge amounts of money is wasted on professional
development programs leading to an unsatisfactory return
on investment.
- People issues are the main workplace obstacle
- ability to lead, work in teams, take initiative, manage
change, etc.
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“ Emotions are at the
root of everything we do...
the origin of every act more complicated than a reflex. ”
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Emotional Intelligence (EQ)
is the service employees' capacity to understand and control
their own emotions, and recognize and manage those of their
clients at work. It is the capacity to blend thinking and feeling
to make effective choices, which is key to having a successful
relationship with yourself and your clients. Emotions drive
people and people drive performance. EQ empowers you to harness
emotions to create optimal results in today's challenging and
demanding service context.
Research has found professionals who are positive, happy and
who perceive the best in situations, combined with low levels
of anger and negativity, consistently obtain the highest performance
levels. This holistic EQ program combines both theory and practice
for professional and personal development. By being more emotionally
intelligent, the service professionals will more accurately
recognize emotions in themselves and others. This data will
help them make effective choices and craft effective solutions
to the "work puzzles" they face. |
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Emotional Intelligence
Can be Learned
EQ competencies include a set of learnable
skills of self-awareness, empathy, optimism, self-direction
and motivation to manage yourself, your clients and interpersonal
relationships. It requires each service employee in the service
chain to be fully committed to transform client service and
in the process, achieve personal satisfaction in the service
they deliver. It includes skills necessary to manage and control
oneself and clients in difficult situations. This EQ workshop
provides the relevant content, practical tools, and skills
to enhance your EQ competencies. This holistic and integrated
program combines both theory and practice for professional
and personal development.
Social and empathetic growth happens best in well-facilitated
groups. The methodology follows Adult Learning Theory, and
in particular uses a mixture of experiential (Kolb's learning
cycle) and action learning. It allows the participants to
gain EQ content knowledge, reflect, analyze, synthesize workplace
experience and practice the EQ concepts on a practical way.
Throughout the workshop, participants will be asked to engage
in various "activities that teach" and affirm their understanding
and skills through feedback from learning partners for integration
into effective performance.
Our Strategic EQ Partner
To provide a practical and simple way to learn and
practice emotional intelligence, Six Seconds Model of EQ-in-Action
begins with three important pursuits: to become more aware
(noticing what you do), more intentional (doing what you mean),
and more purposeful (doing it for a reason i.e. to add value
to your clients). These concepts will be discussed in service
contexts for application.
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“
EQ includes self-awareness, being able to handle
your feelings well, to work with integrity, to stay motivated
to work towards your goals even when things go wrong,to have
empathy and to know what the other person is feeling. ”
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“ EQ means using your emotions effectively
to achieve goals,develop productive relationships and attain
success in the workplace. ”
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EQ-ing
in Service Excellence
Key Learning Pointers
- Increase self-awareness of your emotions
and how they are projected as well as be sensitized to the
projections of your customers
- Know Yourself
is clearly seeing what you feel and do. Emotions are data,
and these competencies allow you to accurately collect that
information.
- Avoid an Emotional Hijack - manage your
'stamps' (collected feelings) used to justify ineffective
behavior
- Manage your Hot Buttons - triggers of
events, words or a combination of things that create a negative
emotional response
- The Stress Evaluation
Profile : key categories - feelings of relationship,
feelings of satisfaction, feelings of integrity, feelings
of justice, feelings of stimulation, feelings of belonging,
self-image management, emotional ease
- Choose Yourself
is doing what you mean to do. Instead of reacting
'on autopilot', these competencies allow you to proactively
respond to your customers' needs and expectations.
- Exercise consequential thinking by
consciously choosing your Thoughts-Feelings-Actions to empower
yourself and set the standards for our effective patterns
of behaviors in customer interactions
- Navigate emotions : replace the negative
voices ('victim, famine, injustice, isn't it awful voices')
with positive voices ('good-seeker, creative, gratitude
and forgiveness voices')
- Decide on your choice points in the reaction
cycle to deescalate negative emotions
- Learn about Resilience at Movies - have
a wide comfort zone, patience and persistence to make connections
with 'difficult' clients
- Give Yourself
is doing it for a reason. These competencies help you put
your service 'big picture' into action so you serve on purpose
to add value to your customers
- Build empathetic rapport : being customer-centered
and able to see things the way he/she does
- Listen empathetically to connect without
making judgment
- Take action that reflects empathy : (i)
align the intentions and behaviour without gaps of misunderstanding
and (ii) give a complete factual and emotional picture of
the event
- Increase your empathy and transfer
this authentic and interactive EQ ways to exceed customers'
needs and expectations
- Integrate emotional intelligence into
our service work following the process outlined in the EQ
Learn Kit will help to guide and heighten learning about
these important areas. Sharing of ways to respond to
the customers' needs and expectations using the EQ micro-skills
will add to the collective body of knowledge within the
team.
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