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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?.

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EQ not IQ: Better Customer Service Through Emotional Intelligence

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  1. EQ not IQ: Better Customer Service Through Emotional Intelligence

  2. So what will I talk about! • What is Emotional Intelligence- EQ? • Why is EQ important to customer service? • How can we increase our EQ?

  3. Beginning Exercise

  4. 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)

  5. 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

  6. 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

  7. EQ and Customer Service • Measure of the customer experience / satisfaction • Experiential consumption • Social sharing / Marketing • Diffusing volatile situations • Professional interactions • Stressful work situations

  8. Why is EQ important to libraries?

  9. Information Seeking / Reference Transactions

  10. 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”

  11. 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

  12. How do people’s 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?

  13. 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.

  14. 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?

  15. 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?

  16. 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 IQ by 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)

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