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Business For over a decade, people from all organizational levels – from executives to administrative staff – have participated in Emotional Intelligence (EI) training programs. Despite the fact that the pressures and challenges at various organizational levels are quite different, people experience the same emotions. When people enhance and develop their EI skills, they become internally self-managed and capable of making their greatest contributions. And when employees work in that zone of peak performance, so does the organization. Below are examples of how development of EI skills can benefit business professionals such as sales people, customer service representatives and technical professionals (i.e., engineers, analysts, information technologists, scientists, etc.). Sales People: Sales People frequently work with difficult prospects and customers. They often find themselves in adversarial situations over price, features, delivery schedules, etc. These situations can generate anxiety, fear, frustration or even outright anger on the part of both the sales person and the customer. This can lead to a vicious negative emotional cycle where sales decline, sales people are unmotivated, and customers are unsatisfied and leave. Enhancing EI skills allows the sales person to have more control over themselves and thus the situation. They are not as apt to let the customer "push their buttons". They can stay mentally focused on the key issues and not "give-away-the-store". Research has revealed that optimism is a critical sales trait in that the more optimistic a sales person is, the higher their volume and sales dollars. Optimism leads to persistence which leads to more sales. Being able to empathize with the customer allows for faster, more effective problem-solving and better communication. Consequently, the strong positive customer relationships that are developed ensure better cooperation and higher sales when problems do arise. Customer Service Representatives: Customer Service Representatives (CSRs) deal with angry, frustrated customers continuously throughout their day. Through no fault of their own, they can find themselves being verbally abused. The customer’s anger, frustration and rage can cause representatives to become nervous, mad, disgusted, and angry themselves. If the representative does not have a high level of EI skills, the discussion may escalate and require the intervention of the CS Supervisor. Or worse, inadequate skills may cause the company to lose that customer. When a customer becomes upset, he or she typically tells 10-15 friends about the poor treatment. With enhanced EI skills, CSRs can easily manage their emotional reactiveness to angry customers, maintaining a polite, calm, and sincere attitude and conversation with customers. Loyal customers tell their friends. Higher customer loyalty leads to higher profitability. Technical Professionals: Technical Professionals are constantly under pressure to do more with less faster, better, and cheaper. They work long, hard hours to complete projects. They are challenged to create and innovate, interact with a multitude of people from different functions, and do tasks, in many cases, they would like to avoid. These situations can cause technical professionals to be agitated, resentful, anxious, frustrated, and stressed-out much of the day. They may experience what is known as "emotional hijacking" which is a physiological response in the brain brought on by negative emotions that literally keeps people from thinking clearly. Communication is hampered, more mistakes and errors are made, and creativity is blocked. Enhancing the Technical Professional’s EI skills provides them with what they never were taught in school. They learn how to manage their own emotional reactiveness to people and situations and how to build interpersonal skills that allow them to get other technical colleagues to help them when they need it. Enhancing EI skills increases the likelihood that projects are completed on schedule, using the best, innovative thinking available. Results: Business professionals have achieved some impressive results as a result of attending EI training programs. Participants have reported a range of 20% to 35% increase in personal productivity, 15% to 35% increased teamwork, a 20% to 40% reduction in stress and worry, and similar improvements in management of emotional reactiveness, personal motivation, creativity, work/life balance and more. These increases can translate into positive return on investment for the organization. About the Author: 相关的主题文章:

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