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The Emotional Challenge of Customer Service

Idea posted: January 2019
  • Learning & Behaviour

While high emotional intelligence helps people succeed in emotional labour jobs (where managing one’s emotions and the emotions of others is key), a variety of EI competencies are particularly important for customer service personnel.

Idea #726
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(Source: Pexels)

Why Emotional Intelligence in Business Is Difficult

Idea posted: January 2019
  • Leadership & Change
  • Learning & Behaviour

A five-year in-depth evaluation of a new measuring tool for emotional intelligence (EI) called the Emotional Capital Report (ECR) proves the validity of the tool for measuring the emotional and social components of EI, while revealing some interesting nuances.

Idea #724
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