Emotional Intelligence
Being aware of our ____ helps us when dealing with escalated situations.
What is emotions.
"I am sorry."
This statement is an example of sympathy or empathy?
What is sympathy.
When someone is speaking, we should avoid _____ the caller off mid-sentence.
What is cutting.
When dealing with logic , our ____ side of the brain takes over.
What is our left side.
Sometimes callers are upset at the _______ not specifically the person or people involved.
What is the situation, concern, and/or problem.
Just because you may feel a certain ____ doesn't mean who you are talking to will feel that same emotion.
What is emotion.
Putting yourself in someones _____. "
Is a great way to explain empathy.
What is shoes.
Telling a caller they are ____ is always a no-go.
What is wrong or incorrect.
When dealing with reactions, our ____ side of the brain takes over.
What is our right side of the brain.
A callers personal _____ can be the reason for certain emotions you hear on a call.
What is life.
Being aware of our ____ is half the battle.
What is emotions.
By being empathetic on a call you make the call more personable. True or False?
What is True.
The ___ side of our brain is known to be the center of rational thought.
What is left.
Sometimes when callers call in upset they are upset at the situation and not ____.
What is you.
Emotional Intelligence is ______, understanding, and managing our own emotions.
What is recognizing.
If I were to say "I am so sorry for any pain this may have caused you".
This is a ______ statement.
What is sympathetic.
We should never take ownership and always place blame.
True or False?
What is False.
Science and ___ are associated with the Left side of the brain.
What is Math.
Sometimes it is best to let callers ____. Sometimes all they need is someone to listen to.
What is vent.
By practicing Emotional Intelligence we are able to ____ our emotions in more professional manner.
What is control or manage.
In certain cases sometimes sympathy is needed. True or False?
What is True?
No matter how escalated the call is, we must make sure we do not ______ the call.
_____ awareness is a function of the right side of the brain.
What is Art.
Treat every call ___ at a time. Make sure not to bring any unnecessary ____ on the next call.
What is one and emotions.