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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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Water symboling emotion, street art in Jerusalem, 2013 (Source: Wikimedia Commons) 

How Emotional Intelligence Leads to Effective ‘Human’ Leaders

Idea posted: April 2017
  • Leadership & Change
  • Learning & Behaviour

Recognizing the limits of positional power, the best leaders master the four branches of emotional intelligence — perceiving, using, understanding and managing emotions — to inspire and engage their followers.

 

Idea #647
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Receptionists at DICE in Stockholm, 2008 (Source: Wikimedia Commons)

How Mindfulness Helps Service Employees Regulate Their Emotions

Idea posted: January 2017
  • Learning & Behaviour

In order to maintain their poise, interactive service employees often have to squelch their impulses when dealing with emotionally filled interactions. The stress created by the need to ‘surface act’ can be significantly mitigated through the practice of mindfulness.

Idea #642
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'Envy' a detail from the 'Table of the Seven Deadly Sins' by Hieronymus Bosch, c.1485, Museo del Prado, Madrid

Turn Employee Envy into a Tool for Personal Development

Idea posted: August 2014
  • Learning & Behaviour
Institutions: INSEAD

Driven by envy — often as a result of misguided performance appraisal systems — employees focus more on undermining their colleagues’ success than beating the firm’s competition. Sensitive management of envy, however, can turn this negative energy into a force for good. 

Idea #424
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Diagram of the Brain, 14th Century

Emotional Intelligence and Leadership Behaviour

Idea posted: February 2013
  • CSR & Governance
  • Leadership & Change
  • Learning & Behaviour
Institutions: INSEAD

Emotional intelligence is our ability to control our emotions, understand the emotions of others and use this information to guide thinking and action – and it can have a huge impact on leadership effectiveness. In relation to the collaborative aspects of leadership in particular, emotional intelligence has been found to have a significant effect.

Idea #023
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