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The roles of people participating in Emotional Intelligence (EI) training programs have ranged from executives to administrative staff. While the challenges and pressures people face at various organizational levels are quite different, the emotions they experience are the same. Developing EI skills enables people to become internally self-managed and capable of making their greatest contributions. And when employees work in that zone of peak performance, so does the organization. Below are examples of how development of EI skills can benefit business professionals such as sales people, customer service representatives and technical professionals (i.e., information technologists, analysts, engineers, scientists, etc).
Sales People:
Frequently, Sales People interact with demanding customers and prospects. They often face adversarial discussions over features, price, schedules, delivery, etc. As a result of these situations, the [link widoczny dla zalogowanych] sales person and the customer can feel anxious, fearful, frustrated and sometimes angry. This can lead to a downward spiral of negative emotions where sales people are unmotivated, customers are unsatisfied and sales decline.
When sales people enhance their EI skills, they become more capable of controlling or managing themselves and thus the situation. The likelihood of the customer "pushing their buttons" diminishes. They can stay mentally focused on the key issues and not "give-away-the-store." Research shows that the more optimistic a sales person is, the higher their volume and sales dollars. Optimism leads to persistence which leads to more sales. Enhanced EI skills enable the sales person to empathize with the customer allowing for better communication and faster, more effective problem-solving. Consequently, the strong positive customer relationships that are developed ensure better cooperation and higher sales when problems do arise.
Customer [link widoczny dla zalogowanych] Service Representatives:
Throughout their day, Customer Service Representatives (CSRs) continuously deal with frustrated and sometimes angry customers. Through no fault [link widoczny dla zalogowanych] of their own, they can find themselves being verbally abused. The representatives may become disgusted, nervous, mad, and angry themselves as the customers vent their frustration, anger and rage. If the representative does not have a high level of EI skills, the discussion may escalate and require [link widoczny dla zalogowanych] the intervention of the CS Supervisor. [link widoczny dla zalogowanych] Or worse, it can cause the company to lose that customer. When [link widoczny dla zalogowanych] a customer becomes upset, he or she typically tells 10-15 friends about the poor treatment.
With enhanced EI skills, CSRs can easily manage their emotional reactiveness to angry customers, maintaining a polite, calm, and sincere attitude and conversation with customers. Loyal customers [link widoczny dla zalogowanych] tell their friends. Higher customer loyalty leads to higher profitability.
Technical Professionals:
Technical Professionals are constantly under pressure to do more with [link widoczny dla zalogowanych] less faster, better, and cheaper. They work long, hard hours to complete projects. They are challenged to work with many people from different functions, to create and innovate, and do tasks, in many cases, they would like to avoid. As a result, technical professionals may feel resentful, agitated, frustrated, anxious, and stressed-out much of the day. These negative emotions cause what is known as "emotional hijacking" which is a physiological response in the brain that literally keeps people from thinking clearly. Creativity [link widoczny dla zalogowanych] is blocked, communication is hampered, and more mistakes and errors are made.
Enhancing the Technical Professional's EI [link widoczny dla zalogowanych] skills provides them with what [link widoczny dla zalogowanych] they never were taught in school. They build interpersonal skills that allow them to get other technical colleagues to help them when they [link widoczny dla zalogowanych] need it through learning how to manage their own emotional reactiveness to people and situations. Strong EI skills ensure that projects are completed on schedule, using the [link widoczny dla zalogowanych] best, innovative thinking that is available both inside and outside the organization.
Results:
As a result of attending EI training programs, business professionals have achieved some impressive results. Participants have reported a range of 20% to 40% reduction in stress and worry, 20% to 35% increase in personal productivity, 15% to 35% increased teamwork and similar improvements in personal motivation, management of emotional reactiveness, creativity, work/life [link widoczny dla zalogowanych] balance and more. These increases can translate into positive return on investment for the organization.
Tailoring the art and [link widoczny dla zalogowanych] science of to your needs, Byron Stock focuses on results, helping individuals and organizations enhance EI skills, leadership competencies and core values. Visit to learn about his practical, user-friendly techniques to enhance Emotional Intelligence skills.
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