Why You Should Care About Emotional Intelligence

Business Relationship Management
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In order to run a business in the service industry, you’ll need a wide skill set to attract and satisfy customers. Courage, determination, persistence, strategic thinking – there are many characteristics that determine the success of leaders and entrepreneurs. However, one quality stands out among others; a quality that is common among most successful business leaders: Emotional Intelligence.

What Is Emotional Intelligence?

Emotional Intelligence (EQ) is a concept familiarized by Daniel Goleman, an internationally known psychologist, which is defined as one’s ability to understand and manage his or her emotions as they happen in themselves and others, while using this awareness to manage relationships effectively.

Emotional intelligence is a collection of four major skills: self-awareness, self-management, social awareness and relationship management. Each of the skills falls into two categories: personal competence and social competence.

Personal Competence is made up of self-awareness and self-management skills, which focus on the internal aspects of a person, especially their own emotions and behavioral tendencies.

Social competence is made up of social awareness and relationship management skills, which focuses on the individual’s behavior in relation to those around them.

Emotional intelligence (EQ) is a key success factor not only for small businesses but for large organizations too and individuals who want to boost their career in management. Although I don’t think emotional intelligence is a new field in organizational behavior it might be new for small business owners and new graduates.

The following are important reasons why your service business should keep emotional intelligence in mind:

Self Awareness

Emotional intelligence is divided into four major domains, with self-awareness as the first and foremost trait. Self-awareness determines your ability to perceive your emotions and understand how they affect the situation. This is a vital skill not just for service professionals but for any individual in a business. Self-awareness allows you to better address problems and handle complications as they arise, transferring these benefits to your business as well.

Self Management

Without the ability to control your own emotions, self-awareness isn’t very valuable. Therefore, self management is another vital skill of emotional intelligence, which allows you to keep your impulses and emotions under control. This is especially important for service professionals – if you let your emotions get the best of you, you may risk your connection with customers. With the ability to adapt to changing situations and keep your emotions in check, you can maintain their trusted position with current and potential clients or customers.

Social Awareness

Social awareness allows the individual to perceive the emotions of others, giving them the ability to better empathize and connect with others. This skill is critical in the service industry, where the satisfaction of the customer is everything. Professionals with high emotional intelligence are able to navigate social networks and understand other people’s moods and behaviors. Whether through reading the currents of a conversation or sympathizing with a customer’s needs, professionals are able to use this awareness to suit their business accordingly.

Relationship Management

This quality is one of the most important factors for any business that relies heavily on customer satisfaction. A service business is different from one selling a product – it often relies on months or years of nurturing a relationship with the customer. In addition, a service business may rely heavily on referrals and recommendations, which depends on the strength of the bond between the client and provider. Relationship management is a key component of emotional intelligence, aiding the individual in their interactions with others. Whether through improved conflict management or the ability to build bonds, relationship management can help service professionals maintain connections with clients.

Conclusion

If you feel as though you or your team lacks emotional intelligence, there is no need to worry – unlike IQ or personality, emotional intelligence is a quality that can be acquired and developed. With enough practice, your service-based business can quickly take advantage of the various benefits offered by enhancing your emotional intelligence.

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Author

  • Anne Egros

    Anne Egros, Professional Coach, Provides Global Business, Career, and Expat Life Coaching Services For International Executives and Managers. Pharmaceutical Doctor (Pharm D) with 20 years of international experience as business manager in Fortune 500 Companies. Anne worked as an expat for 20 years: US, Japan, Europe, APAC region. Fluent English, native French speaker. Visit Anne website at http://zestnzen.wordpress.com

15 Responses

  1. This is a topic which is near to my heart…
    Take care! Exactly where are your contact details though?

  2. Flip Van Waeyenberghe says:

     

    Via LinkedIn Groups

    Group: MyVerizon

    Discussion: Why You Should Care About Emotional Intelligence

    Emotional intel is a mandatory skill for project leaders/mgrs. PMs should refrain from leading big projects if they do not have that skill. People will not perform if their person in charge is disconnected emotionally or does not care about their team members emotional stability. Not only are their project prone to be going over budget, they are more likely to fail.
    Posted by Flip Van Waeyenberghe

     

  3. Aaron F. Glover says:

     

    Via LinkedIn Groups

    Group: NY/NJ Women & Minority Business Owners and Entrepreneurs

    Discussion: Why You Should Care About Emotional Intelligence

    Thanks for posting this article. I am currently taking a course in Emotional Intelligence w/the U.S. Department of Veterans Affairs and I never realized the importance of this subject.
    Posted by Aaron F. Glover

     

  4. Odilia McLeod says:

     

    Via LinkedIn Groups

    Group: WomenSuite

    Discussion: Why You Should Care About Emotional Intelligence

    Thank you. All so very vital to professional success. Also Emotional Intelligence seamlessly transfers on to our personal lives. Helping us manage stress, stay optimistic, create and maintain more meaningful relationships among other things. Studies show that people with high EQ will be healthier, will live longer, and will earn more money in their lifetime.
    Posted by Odilia McLeod, CCTA

     

    • Anne Egros says:

      Odilia, thank you for your comment. I believe we should consider a person in an holistic way. If  you have troubles with your relationships in your personal life chances are very high that this will also impact your performance at work. 

  5. admin says:

    I agree. I think emotional intelligence is important. I think that being self-aware, able to control your own emotions and able to connect with others enhances your relationship building skills.

    Regards,
    Angela Peacock
     

  6. alain marchal says:

     

    Via LinkedIn Groups

    Group: Open Journalism

    Discussion: Why You Should Care About Emotional Intelligence

    Sorry, I'm not involved in service industry in this way. You are probably right, but I don't understand why I should have all these skills. I used to make my job as perfectly as possible and it was all. Keep the customer satisfied.
    But the field I was working in is perhaps specific…
    All the best
    AM
    Posted by alain marchal

     

    • Anne Egros says:

      @Alain, I don't know what kind of work you do but if you are succesful at motivating ohers to do a good job, you probably have those skills without necesarily using the words "emotional intelligence". This term is very often used in America but much less in Europe, especially in the workplace.

  7. Cliff Mosco says:

     

    Via LinkedIn Groups

    Group: MyVerizon

    Discussion: Why You Should Care About Emotional Intelligence

    In addition to what Flip and Michael stated, you need common sense and a tremedous amount of patience. Project leaders must be able to work with all people which includes executives, management, non-mangement and contractors. And lets not forget the hours a project leader must be willing to work.
    Posted by Cliff Mosco

     

  8. Stephanie Garcia says:

     

    Via LinkedIn Groups

    Group: Public Relations, Promoters and Journalists' Group

    Discussion: Why You Should Care About Emotional Intelligence

    This is wonderful information and I agree with you 100% Thank you for sharing.
    Posted by Stephanie Garcia

     

  9. Monique O'Reilly says:

     

    Via LinkedIn Groups

    Group: Entrepreneurs in Social Media

    Discussion: Why You Should Care About Emotional Intelligence

    Thanks for sharing this thought. Agreed 100%. EQ is much more potent than IQ.

    Awesome good vibes your way!
    Posted by Monique O'Reilly

     

  10. Jean L. Serio says:

     

    Via LinkedIn Groups

    Group: Entrepreneurs in Social Media

    Discussion: Why You Should Care About Emotional Intelligence

    It's easier for larger companies, with training programs, to teach employees enough to begin the journey into customer awareness as it relates to that particular company. And every company is different. They've had pros gather the 'emotional intelligence'. Having worked with both large corporations, and small biz's, with entrepreneurial and smaller biz's an employee generally has the owner's experience to guide them. Over time, a successful biz has gathered 'emotional intelligence'. Knows who their customers are, why they buy what they buy; the hows and whys of presenting it to customers. And can guide employees. Large, or small, gathering customer intelligence is what successful biz's have always done. The difference, today, is factoring in social social media marketing.
    Posted by Jean L. Serio

     

  11. Pia Sen says:

    Via LinkedIn Groups

    Group: Future Social Media

    Discussion: Why You Should Care About Emotional Intelligence

    In a business world there is no importance for emotional things but when it comes for driving more customers towards your business, you started giving importance to the customers behavior which can be :feedbacks( +vely, -vely n neutral), asking etc. hence it becomes very important for any business to care about Emotional Intelligence.
    Posted by Pia Sen