Decades of research have shown EQ (Emotional Intelligence) to be a critical differentiator for leaders. EQ affects how we manage our own behavior and how we interact with others. In a recent Inc. article, Dr. Travis Bradberry, author of Emotional Intelligence 2.0, recounted the chief characteristics of people with high EQs and we were struck, once again, by how many of them are related to communication.
Many aspects of EQ affect how we communicate with others. These include curiosity about other people, the ability to read others’ emotions, and a talent for neutralizing toxic people by not allowing their anger to fuel a tense situation.
Other equally important aspects of EQ, however, affect how we communicate with ourselves. Those with high EQs have what Bradberry calls “a robust emotional vocabulary”— they can identify and differentiate among many subtle states of emotion. They can joke about themselves, let go of mistakes and grudges, and “stop negative self-talk in its tracks.”
Whether your communication is internal or external, self-awareness and self-management are the keys to EQ, and to a high-impact life.
We want to hear: What communication practices do you think are measures of EQ? To join the conversation, click "comments" on our Community of Practice Forum.
I think one of the blessings of being the oldest in a large family is learning to be the "peacemaker". Being empathic and being able to "read" other people is a gift that helps a great deal in working with customers, both in person and on the phone. Body language and tone of voice and say a lot about the feelings and temperment of the person you are communicating with. A genuine interest in people, and a smile when you greet them - both in person or on the phone - makes a difference. Even an angry customer can be made to feel happy, with the genuine concern of a customer service person who really cares. The problem I have seen with the younger generations is they tend more toward pleasing themselves, and less toward pleasing others. Recently, I was dealing with a very frustrating situation at Wal-Mart. Not only was it a very hot day, and my 87 yr old mother was tired, but when checking out with our other items, Wal-Mart sold me 5 bags of top soil in their garden area that they did not have. After a long, hot, time trying to pick them up at that area, I was asked to drive and park in another area while the young man checked. Sure enough, they had none, and he could not sell me what they did have, and credit the other.
6/16/2015 03:21:51 pm
I often think that how employees respond to customers is a reflection of how their organization treats them. It's also related to the organization's culture around communication-- and even about the decision making parameters given to line employees to solve problems and make things right. And individual EQ clearly plays a role. Glad your day turned around, Merry!
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