• Why can emotional intelligence improve the customer service we provide?
• Why can emotional intelligence improve the performance of my personnel?
In 1983 Howard Gardner elaborated a model to understand the mind, where he developed the Theory of Multiple Intelligences, where he explains that intelligence is a biopsychosocial process of information processing, in which diverse cultural frameworks intervene to solve problems or create useful products.
Years later, Daniel Goleman coined the term "Emotional Intelligence" where he deepens Gardner's theory by postulating that Emotional Intelligence is the ability to recognize one's own emotions as well as those of others and to manage a response according to the situation.
Emotional Intelligence helps to an adequate management of self-knowledge, self-regulation, empathy, social skills and motivation; becoming daily tools for the development of the working life of any person.
Emotional Intelligence at Work is, therefore, the ability developed by any employee to identify, manage and communicate the emotions or eventualities that may occur in a work environment.
Therefore, one of the main strengths that we should develop or promote in our team is the ability to analyze the body language of both our coworkers and our customers in a given situation, how urgent it is, and even try to perceive their emotional state, and in this way identify and understand their way of reacting to a request or eventuality.
Consequently, encouraging assertive communication is vital when it comes to customer service. This allows us to express our ideas, thoughts and feelings in such a way that they are understood and the real intention of our message is captured.
Likewise, in order to maintain an optimal working environment, it is necessary to constantly ask ourselves: How good is the working relationship in the company? Could it be improved? This would invariably benefit everyone, including our customers.
On the other hand, when setbacks or situations that are beyond our control and that affect an expected result occur, it could be considered that they will have a negative effect and an apparent setback in our activity, however, this should be considered as an area for improvement by questioning how assertive we are in handling frustration. Consequently, we would become resilient at work by managing our emotions, transforming them into motivating forces to be more effective and thus achieve the goal we set for ourselves.
What can we do to apply and enhance our emotional intelligence in our work environment?
Get to know yourself.
The main advantage of knowing ourselves is that we will know how and in what way we will react to any situation.
Coexistence with the working team.
Sometimes we keep our work relationship very limited, there are people who are very friendly and easily relate with other people and others who stay away referring only to work, in both cases the decision is respected, however, in the work activity we depend on each other to achieve our goals, therefore the importance of strengthening the relationship with coworkers.
Ask for help when needed.
An important quality of people is to recognize when something is beyond their capacity. Let's remember that there are endless factors that can alter our ability to attend and solve problems. This is where the importance of Emotional Intelligence lies, by recognizing that situations can overwhelm us and prevent us from achieving a goal. Therefore, by communicating assertively and requesting support at the right time, we will become more efficient in achieving our goals.
Put yourself in the real place of the people.
Empathy is the basis for understanding people's reactions. Often we do not pause to analyze the emotional state of everyone around us, nor do we detect the urgency of their requests; if we act from the perspective of serving others as we would like to be served, we would understand the value people place on their requests.
Conclusion
1. Knowing one's own emotions:
Our feelings and emotions affect our mood and this is reflected in our behavior. When we manage to control our mood and modify our behavior, the results of interpersonal interactions are improved, we are more cheerful, active and willing.
2. Emotional management:
Emotional self-regulation allows us to control our feelings and thus avoid unconscious adverse reactions to the events that occur every day. Therefore, proper emotional management allows us to maintain healthy work environments by reducing the value of unfavorable situations and turning them into strengths.
3. Self-motivation:
Staying focused on our goals will be easier if we direct our emotions to the objectives instead of anchoring ourselves to the obstacles. The stress that setbacks generate in us must be transformed into a motivating force that drives us to complete those overwhelming tasks. Staying motivated will keep us from giving up on short-term goals and keep us focused when working on more ambitious projects.
4. Acknowledge the emotions of others:
Imagine your worst day, remember how you react when you feel unmotivated, sad, stressed; this accumulation of feelings and emotions are manifested in your non-verbal language. In the same way that you do, any person who interacts with you expresses their emotions unconsciously, when you manage to perceive these emotional states we can generate different ways of interacting and establish favorable links in the interaction.
5. Establish relationships:
Assertive social relationships contribute to healthy social development and favorable work performance, as they facilitate interactions between people.
Promoting Emotional Intelligence within the work environment is to give your collaborators the tools to achieve the commercial success of your company, by developing in your team the ability to adapt to the new challenges of the current environment.
If you are interested in improving the EI of your employees and implementing strategies that contribute to the best performance of your team, contact us, we can create a training program according to your needs.
Published on February 10th, 2023
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