EQ Way of Customer Care

Synopsis

This EQ workshop provides a practical and simple way to learn and practice emotional intelligence for personal mastery for public victory. This integrated programme combines both theory and practice for professional and personal development. It follows Six Seconds' Know Yourself, Choose Yourself, Give Yourself model to develop and apply emotional intelligence. Participants will experience an EQ learning environment to use a range of effective EQ tools that can be adapted to a variety of situations.

“EQ includes self-awareness, being able to handle your feelings well, to work with integrity, to stay motivated to work towards your goals even when things go wrong, to have empathy and to know what the other person is feeling.”

- Dr Daniel Goleman

“EQ means using your emotions effectively to achieve goals, develop productive relationships and attain success in the workplace.”

- Dr Pat Patton

Notes : Six Seconds' EQ model draws on the work of Peter Salovey, Ph.D. and Jack Mayer, Ph.D. who first defined EQ as a scientific concept. It also aligns with the model popularized by Daniel Coleman in his 1995 book, Emotional Intelligence.

Learning Objectives

By the end of the course, you would be able to :

• Have greater self-awareness of your emotions and better handle them when dealing with customers
• Exercise consequential thinking while handling difficult customers
• Engage intrinsic motivation and exercise optimism so as to enjoy your service delivery
• Increase your empathy and transfer this authentic, multisensory and interactive EQ way to achieve more effective relationships and improved service delivery

Content Outline

I. Why EQ?

• Understand emotions are a source of information and energy that we can use effectively
• Emotional intelligence is effectively blending thinking and feelings to make optimal decisions and exhibit desirable behaviors
• The Emotional and Logical Brain
• Understand the neuroscience behind this powerful EQ way of knowing yourself and others

II. Know Yourself is increasing self-awareness. It is based on understanding how you function.

• Emotional Literacy
  Learn to identify and appropriately express emotions using the Feeling Elevator and Plutchik's Emotional Map
• Recognize Patterns of Behaviour
  Recognize the causes and effects of your own feelings and reactions and manage the patterns of effective behaviors for positive moment of truth
• Manage Emotional Hijack
  Apply the Six Seconds Pause to manage your feelings in challenging situations

III. Choose Yourself is building self-management. It focuses on consciously choosing your thoughts, feelings and actions.

• Choice and Value
  Apply consequential thinking to choose effective and professional behavior wisely
• Optimism
  Realize that you have choices and you can make a difference in service delivery
• Navigate Emotions
  Learn to shift the balance and decide on your choice points in the reaction cycle
  

IV. Give Yourself is developing self-direction. It comes from using empathy and principled decision-making to increase emotional wisdom for greater performance.

• Empathy
  Apply ways (e.g. attending, empathetic listening, authentic appreciation and respect) to connect with external and internal customers, understand them, and build relational capital
  Develop social behaviours to better understand others, read non-verbal cues and respond effectively
• Purpose @ Service
  Align your purpose at service, beliefs and competencies for learning and enjoyable journey in the customer service relationship

V. EQ Way of Customer Care In Practice

• Know Yourself - Self-awareness
• Choose Yourself – Self-Management
• Give Yourself – Self-Direction

Methodology

The methodology follows adult learning perspectives involving experiential learning (role-plays, discussion and activities that teach) and personal discovery. A variety of different activities will be used to provide the participants with direct experience of the EQ skills/knowledge taught.