Are you losing customers because your employees lack “emotional intelligence”? Are your employees too aggressive, hurting your brand, or driving down your customer volume?
According to Psychology today, Emotional Intelligence is the ability to identify and manage your emotions and respond well to other’s emotions.
It is said to include three skills: emotional awareness; the ability to harness emotions and apply them to tasks like thinking and problem solving; and the ability to manage emotions, which includes regulating your emotions and cheering up or calming down others.
Emotional intelligence is said to begin in the spine. From the spine, up to the limbic system (the emotional part of our brain) and then to the rational part of our brain.
“The communication between your emotional and rational “brains” is the physical source of emotional intelligence. The pathway for emotional intelligence starts in the brain, at the spinal cord. Your primary senses enter here and must travel to the front of your brain before you can think rationally about your experience. However, first they travel through the limbic system, the place where emotions are generated. So, we have an emotional reaction to events before our rational mind is able to engage. Emotional intelligence requires effective communication between the rational and emotional centers of the brain.”
Emotional intelligence can be learned. Once learned, over time the behavior will cause neuron connections that lend itself to habitual behavior.
No doubt employees may join an organization with plenty of emotional intelligence, but over the span of time, with failed policies and decreased morale, employees can completely abandon their emotional intelligence for the need to say or do whatever they please. Rationalizing their behavior as deserved, by the organization. The limbic part of their brain appears to incite an emotion, and rational does not meet it with a positive response.
When employees reach this state of mind while working in an organization, more than likely, it won’t be long before the change takes place with that employee (for better or worst).
Either some change will take place and cause the employee to alter their behavior and learn socially appropriate behavior (this is not always the emotional response from the employee). Or the rage from their emotions can override their rational and what the customer experiences are nothing close to pleasant. Unfortunately, this can be at the expense of the customer. Many incidents like this have taken place with organizations and have been splattered all over the news.
So the question that now stands is how do companies identify these demoralized employees who are sowing these “death seeds” to the organization. Perhaps there’s a way of revitalizing them instead of throwing them back into the rat race, jaded (just to be recycled as another disgruntled ex-employee).
Bradberry, T. (2014). Emotional Intelligence – EQ. Retrieved from https://www.forbes.com/sites/travisbradberry/2014/01/09/emotional-intelligence/#2527abe71ac0
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