Customer Service Training

Emotional intelligence (EQ) is about self-awareness, managing one’s emotions, appreciating the differences in how people feel about things and handling interpersonal interactions in an effective, constructive manner. A person’s EQ can be increased by learning and practicing the skills and capabilities that make up emotional intelligence. This includes self-awareness, emotional management and self-motivation.”

Why should individuals and organisations improve their EQ?

* Companies depend on human capital for a competitive advantage and the education system does not always adequately equip individuals with skills and attitudes that yield effectively functioning people in the business world

* People often have a limited understanding of themselves and how to function in the
business environment. They lack the emotional / social skills necessary for career success and for contributing to the business

* There is a lack of understanding the customer’s needs. People at lower levels of management are often hesitant to take the initiative and wait to be told what to do from those at higher levels. As a result – stress levels increase, self-esteem decreases and people become demotivated and passive

* Companies are actively seeking out individuals who are goal-orientated and proactive, who are at ease with themselves and others and who know how to optimize their own and others’ potential

* The cost of low EQ individuals: lost opportunities, low productivity, high staff turnover, lack of trust, destructive relationships, low morale, negative stress and a lack of teamwork:
all which impact negatively on the organization’s bottom line

* People create the organization’s competitive edge. EQ forms part of the hidden
value and the great thing is that EQ is tactical i.e. it can be developed

* EQ influences organizational effectiveness in a number of areas such as employee
morale and health; innovation; productivity; efficiency; sales; revenues; quality of
service and customer loyalty

Objectives of the EQ development process

* To develop emotional competencies that will impact positively on the overall
functioning of your organization as well as increase its competitive edge by
optimizing its human potential

* To help your organization achieve its goals by helping people to realize and leverage their strengths as well as develop areas that are hindering their performance

Employees who go through the EQ development process
will then have ...

EQ competencies that have been assessed so that individuals can immediately begin to leverage their strengths and be proactive in terms of their development areas
Increased emotional awareness and literacy
Skills required to deal with environmental demands and pressures more effectively
Practical tools to handling conflict more effectively
Increased knowledge about effective communication skills
Enhanced problem solving skills
Improved ability to deal with emotions
Improved stress tolerance
A more positive optimistic outlook and attitude
An ability to deal with one’s hot buttons effectively

This will ultimately result in ...

Employees who are able to immediately apply and implement the newly acquired skills and knowledge back at the workplace.
Employees who are more proactive, innovative, energized and committed
A more effective and productive organisation.

-------------------------------------In summary …

Employees who apply emotional competencies in the workplace will position their organisations successfully in the fast changing business environment of the future.
Managers who have high levels of self-awareness and who know how to work effectively with others will add immense value to the organisation by impacting areas such as staff retention, motivation, teamwork, conflict handling, problem solving, innovation … the list is endless!