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EQ not IQ_ Better Customer Service Through Emotional Intelligence


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									EQ not IQ: Better Customer Service
 Through Emotional Intelligence
So what will I talk about!
 What is Emotional
  Intelligence- EQ?
 Why is EQ important
  to customer service?
 How can we increase
  our EQ?
Beginning Exercise
   What is EQ?
Emotional Intelligence is
 the ability to
 “recognize the
 meaning of emotions
 and their relationships,
 and to reason and
 problem solve on the
 basis of them.”
     (Mayer, Caruso, Salovey: 1999)
Development of Emotional Intelligence
 1930s – Edward Thorndike – Social
 1970s – Howard Gardner – Multiple
 1990s – Peter Salovey and John
  Mayer – “Emotional Intelligence”
 1995 – Daniel Goleman – Emotional
  Intelligence - popularized
   Ability versus Competencies
 Emotional Intelligence
   Gardner (1999): multiple intelligences
   Goleman (1995): Competency based model – five
   Mayer, Caruso & Salovey (1999): 4 Branch
    Ability-Based Model
   Reuven Bar-On (2006,2007): Trait-based model –
    five meta-factors and fifteen sub-factors
    EQ and Customer Service
 Measure of the customer
    experience / satisfaction
   Experiential consumption
   Social sharing / Marketing
   Diffusing volatile situations
   Professional interactions
   Stressful work situations
Why is EQ important to libraries?
Information Seeking / Reference
Why is EQ important in Libraries?
 Information Seeking / Library Anxiety
   Kuhlthau (2004) – Affective nature of information seeking –
    Zones of Intervention – Information Counselor
   Mellon (1986)– Library anxiety – fear, helplessness, dread,
    confusion, and isolation
   Keefer (1993) – Hungry Rats Syndrome – libraries should work
    on “strengthening the human aspect of the reference setting”
    Steps to Developing Emotional
 Become emotionally literate – label feelings, rather than
    people or situations
   Distinguish between thoughts and feelings
   Take more responsibility for feelings and understand the role
    of emotions in your life
   Use your feelings to help make decisions
   Control irrational thoughts
   Identify emotional triggers
   Monitor emotional responses
   Validate other feelings of other people
•How do people’s
emotions affect
meetings /
•How can moods affect
decision making?
•Are we always aware
of our moods?
•Are we stuck with
our moods?
•What power do we
have over our moods?
•What can you do to
change your mood?
   EQ Awareness Activity
 I am going to show several
  different pictures.
 Write down your first
  impressions or thoughts when
  you see the pictures.
 Write down how you feel
  about the image.
Debriefing Questions
 Are your thoughts the same as the others in the room?
 What do you think influenced your thoughts?
 What impact can our preconceived thoughts have on an
  encounter or situation?
 In the workplace, do we have preconceived thoughts about
  people or encounters?
 What impact can these preconceived thoughts have on
  coworkers? Customers?
 How can being aware of our preconceived thoughts help us in
  situations and encounters? Can they hurt us?
EQ Development Plan
 Self-Awareness – What will you do to understand
  yourself better?
 Self-Management – What will you do to motivate
  yourself and your emotions better?
 Social Awareness – What will you do to become aware of
  others’ feelings, needs, and concerns?
 Relationship Management – What will you to do nurture
  and influence others?
Recommended Reading
 Coaching for Emotional Intelligence:The Secret to Developing the Star Potential
    inYour Employees by Bob Wall (2006)
   Educating People to Be Emotionally Intelligent by Reuven Bar-On (2007)
   Emotional Intelligence:Why It Can Matter More Than IQ by Daniel Goleman
   Emotional Intelligence in Everyday Life by Joseph Ciarrochi (2006)
   The Emotionally Intelligent Manager: How to Develop and Use the Four Key
    Emotional Skills of Leadership by David R. Caruso and Peter Salovey
   Primal Leadership: Learning to Lead with Emotional Intelligence by Daniel
    Goleman, Richard Boyatzis and Annie McKee (2004)
   Quick Emotional Intelligence Activities for Busy Managers: 50 Team Exercises
    That Get Results in Just 15 Minutes by Adele B. Lynn (2007)

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