“Effective Emotional Intelligence (EI) skills drive deeper engagement across the enterprise, including both employee and customer engagement, leading to greater commercial success,” Accessing the Triple Bottom Line through Emotional Intelligence.
“With 70 per cent of customer interactions grounded in emotional factors, it’s imperative that frontline staff are measured and developed in areas of EI allowing them to exceed customer expectations and boost company sales”.
“The ability to connect emotionally with customers is the key to enhanced performance and engaged employees on the frontline”
Most businesses tend to think of intelligence (IQ) as knowledge or cognitive ability, the more intelligent the work force, particularly in leaders, the better the business will perform. However, this is not the case. There is another kind of intelligence, as important or even more important than IQ, actively operating and impacting on businesses.
Emotional intelligence (EI) is an ability to be aware, to feel and to respond to emotions, both within oneself and in relation to others. This is a phenomenal quality which can be learnt. Emotional intelligence of the management and the staff has been proven to greatly increase productivity.
There can exist a big gap between how a business perceives the quality of its customer care and the actual experience of how the customer experiences it.
“Organisations that are socially and emotionally intelligent focused on relationships internally and externally will be the market leaders.”
The new currency of effective leaders is their emotional fitness.
In terms of leadership, Emotional Intelligence is associated with the ability to handle complex relationships, manage stress and to make better decisions, Rode et al, 2017 observed. EI is particularly important for individuals as they ascend the managerial ranks when these more advanced skills are required.
Leaders and managers are expected to have good leadership skills. Yet, we have all encountered leaders who don’t have these skills, who lack emotional intelligence.
It is never too late to acquire EI. It can be learnt in a relatively short space of time, be it one to one or in small group sessions. It is not only large companies that are now focusing on corporate wellbeing; SMEs also are now reaping the rewards of an emotionally intelligent workforce.
Come and find out more at Mastering Emotional Intelligence @EdinChamber 8th November 2017
Thrive Programme Consultant and Trainer:
Thrive in Scotland