Practically Speaking...What's This EQ About? And Does It Really Matter?
- First. If you’re someone who’s involved in customer service training…recognize that having service skills is only part of the equation. It’s essential to help employees strengthen their EQ so that when emotionally-charged situations arise with customers, they have the EQ to turn those situations into wins instead of losses for your organization. We’d be happy to discuss more about this with you.
- Second. Pay attention to what highjacks you emotionally. Awareness is the first step to managing your emotional reactions. When challenged, take some deep breaths…count to 10…smile and force yourself to make a positive comment…put yourself in the other person’s shoes.
- Third. Think altruistic thoughts if you have a situation like the driver I described earlier. Maybe there’s a medical emergency. Maybe there’s something wrong with the car. (That really happens…it happened to me years ago.)
- Fourth. EQ impacts our lives constantly. We can’t escape it. The better you understand and manage your emotions…the easier it will be to establish and maintain relationships with others. Often times, the difference comes down to responding with empathy not reacting on impulse.
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