EQ not IQ: Better Customer Service Through Emotional Intelligence

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 Intelligence

1970s Howard Gardner Multiple Intelligences

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 competencies

Mayer, Caruso & Salovey (1999): 4 Branch Ability-Based Model

Reuven Bar-On (2006,2007): Trait-based model five meta-factors and fifteen sub-factors

Gardner multiple intelligences interpersonal and intrapersonal

Goleman knowing your emotions; managing your emotions; motivating yourself; recognizing and understanding other peoples emotions; using information to manage relationships and the emotions of others

Mayer, Caruso, Salovey 4 Branch Ability Based Model: Perception, appraisal, and expression of emotion; emotional facilitation of thinking; understanding and analyzing emotional information; reflective regulation of emotions to promote emotional and intellectual growth.

Bar-On: Trait based model five meta factors: interpersonal; intrapersonal; stress management; adaptability; and general mood. 15 sub-factors: self-regard; emotional self-awareness; assertiveness; independence; self-actualization; empathy; social responsibility; interpersonal relationship; stress tolerance; impulse control; reality testing; flexibility; problem solving; optimism; and happiness.

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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 Transactions

Kuhlthau Information Seeking Process

Mellon Library Anxiety

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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

Kuhlthau in her research examined the affective nature of information seeking feelings, thoughts and actions

Mellon Library anxiety students experienced range of emotions including fear, helplessness, dread, confusion, and isolation feel alone in not knowing how to use the library

Recommendations: recognizing the emotional state of the individual, acknowledging the presence of library anxiety, and providing support for students

Keefer Hungry Rats Syndrome recommends that libraries should work on strengthening the human aspect of the reference setting.

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Steps to Developing Emotional Intelligence

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 peoples emotions affect meetings / interactions?

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 in Your Employees by Bob Wall (2006)

Educating People to Be Emotionally Intelligent by Reuven Bar-On (2007)

Emotional Intelligence: Why It Can Matter More Than IQby Daniel Goleman (1995)

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 (2004)

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)