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 Intelligence1930s Edward Thorndike Social Intelligence1970s Howard Gardner Multiple Intelligences1990s Peter Salovey and John Mayer Emotional Intelligence1995 Daniel Goleman Emotional Intelligence - popularized

Ability versus CompetenciesEmotional IntelligenceGardner (1999): multiple intelligencesGoleman (1995): Competency based model five competenciesMayer, Caruso & Salovey (1999): 4 Branch Ability-Based ModelReuven Bar-On (2006,2007): Trait-based model five meta-factors and fifteen sub-factorsGardner multiple intelligences interpersonal and intrapersonalGoleman knowing your emotions; managing your emotions; motivating yourself; recognizing and understanding other peoples emotions; using information to manage relationships and the emotions of othersMayer, 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. 6EQ and Customer ServiceMeasure of the customer experience / satisfactionExperiential consumptionSocial sharing / MarketingDiffusing volatile situationsProfessional interactionsStressful work situations

Why is EQ important to libraries?Information Seeking / Reference Transactions

Kuhlthau Information Seeking ProcessMellon Library Anxiety

9Why is EQ important in Libraries?Information Seeking / Library AnxietyKuhlthau (2004) Affective nature of information seeking Zones of Intervention Information CounselorMellon (1986) Library anxiety fear, helplessness, dread, confusion, and isolationKeefer (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 actionsMellon Library anxiety students experienced range of emotions including fear, helplessness, dread, confusion, and isolation feel alone in not knowing how to use the libraryRecommendations: recognizing the emotional state of the individual, acknowledging the presence of library anxiety, and providing support for studentsKeefer Hungry Rats Syndrome recommends that libraries should work on strengthening the human aspect of the reference setting.

10Steps to Developing Emotional IntelligenceBecome emotionally literate label feelings, rather than people or situationsDistinguish between thoughts and feelingsTake more responsibility for feelings and understand the role of emotions in your lifeUse your feelings to help make decisionsControl irrational thoughtsIdentify emotional triggersMonitor emotional responsesValidate 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 ActivityI 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 QuestionsAre 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 PlanSelf-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 ReadingCoaching 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)