Emotional Intelligence
How many quadrants are there for Emotional Intelligence and what are they?
4
Self-Awareness
Social Awareness
Self-Management
Social Skills/Relationship Management
Describe Self Awareness ?
Being able to understand your emotions while recognizing the impact it has on relationships & performance.
Which of the following is not associated with self management?
A. The ability to manage relationships and build networks
B. The ability to control your emotions and using your awareness of them to remain flexible and act positive.
C. Being adaptable, initiative and having self control.
A
Why is it important to be socially aware and how does it help you as a customer service rep?
It's important because it helps you to understand,recognize and taking interest in the customer needs and concerns as a CSR it helps with finding the best resolution that fits your customers needs hence gearing towards a better experience and more satisfied customers.
Describe Social Skills and Relationship Management
The ability to use the awareness of your own emotions together with the understanding of the emotions of the customer's manage the interaction successfully.
Describe 2 elements of Emotional intelligence.
Self-Awareness: understanding your emotions while recognizing the impact it has on relationships & performance.
Social Awareness: Being able to identify emotions in other people, understanding their perspective and taking interest in their concerns.
Self-Management: The ability to control your emotions and using your awareness of them to remain flexible and act positive.
Social Skills/Relationship Management: Being able to use the awareness of your own emotions along with your understanding of others emotion to successfully manage interactions.
List 2 aspects of self awareness.
Emotional Self-Awareness
Accurate Self-Assessment
Self Confidence
Why is it that achievement drive is apart of self-management?
Because it is concerned with our personal development and our desire to become a better person, by learning and developing new skills, hence pushing us to manage our selves in a more proactive manner, and also pushes us to be more focused on getting the job done in the correct way to help with our development
Which of the following isn't True?
A. Social awareness gives you the ability to understand and respond to the needs of others.
B. Active listening is a major factor of social awareness.
C. Self awareness is necessary to ensure that your response is appropriate to the situation.
C
List 2 factors of Social Skills / Relationship Management
Inspirational Leadership
Developing Others
Influence
Building Bonds
Teamwork & Collaboration
Conflict Management
Change Catalyst
Define emotional intelligence and list 2 ways it impacts customers experience.
The ability to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically.
1. Gives a better understanding to customers hence building better cx relationships.
2. Allows us to focus in cx needs aswe will have a better understanding of what they require from us
True or False:
the ability to control disruptive impulses, to suspend judgement and to think before acting is associated with being self aware.
False
The term adaptability falls under self-management as an element. Describe how it associates with customer service.
Being able to adapt easily to change allows us to have a better understanding of what is happening and helps with developing the ability to manage sudden changes which in turns allows us to be more calm and open minded while interacting with customers.
List and describe the 3 elements of social awareness?
Empathy: allows you to relate to your customer hence having a better understanding of their needs and concerns.
Organizational Awareness: Understanding the
Organizations which worked proactively to develop the E.I. of teams were able to cut the attrition rates by how many percent ?
50%