Emotional Intelligence

Service Skills Emotional Intelligence

Take your business to the next level with emotional intelligence training

Let’s be honest: business is a face-to-face process. No matter the company, no matter the level, people have to talk to one another. And since human beings are emotional creatures, you need to take emotions into account in your business training.

Think about it: if two co-workers get angry at each other and the situation can’t be resolved, their productivity goes down. If your customer service team can’t seem sympathetic to clients’ problems, you won’t keep those clients very long. And often situations like these don’t resolve themselves—they turn into vicious cycles, dragging down the morale of everyone involved, as well as your bottom line.

That’s where emotional intelligence comes in.

Emotional intelligence is the ability to recognize emotions both in yourself and in others, manage your own emotions, and then use that information to change people’s emotional states, such as cheering them up or calming them down.

Sound complicated? It’s not. Rather than being an inborn talent, emotional intelligence is a set of skills that can be practiced and learned. At Serviceskills.com (link to why service skills) our online course teaches the key attributes of emotional intelligence through videos depicting real-world examples.

The end result is that you and your employees will be better equipped to handle emotionally tense situations in the workplace. And since emotional intelligence is often considered a better predictor of business success than regular IQ, this is a training course all employees stand to benefit from individually as well as the business as a whole.

Three key aspects you’ll learn in emotional intelligence training

Here are three important parts of emotional intelligence you’ll learn in the Serviceskills.com training course:

  1. Recognizing emotions
    First things first, you have tobe able to identify what you’re feeling, as well as what the person you’re talking tois feeling. If you can’t do that, you’re lost at the start. We’ll show you how to listen and notice effectively so you’re sure of the ground you’restanding on.
  2. Harnessing emotions
    It’s important to stay in control of yourself. If you’re screaming, no one’s going to listen.If you’rein customer service, you need to hide your irritation no matter what happens onthe other end of the line.

    We’ll teach you tobe calm and collected, even when—especially when—you’re tempted to lose your temper, or read someone the riot act.

  3. Managing emotions
    This is what it’s all about: building on the first two steps to actively respond to and change the emotional state of both you and whoever you’re talking to.

    We’ll guide you on how to best achieve your desired goal and create a productive outcome.

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