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Celebrating Employees to Create the Customer Experience -Six Seconds. Working with an amazing org on bringing emotional intelligence more fully into their culture in order to create a better customer experience. They offer a mission-critical, expensive, serious service and they have long-term customers: Relationship is lifeblood for this business. They want customers to have a fabulous experience, even when there are issues.

We know that emotions are a central factor in customer experience — so it’s time to ensure every agent, supervisor, and manager is actively using emotional intelligence skills as they focus on customers. Perfect so far! One important ingredient missing: What are the employees experiencing each day? Consider: What if your customer experience is a direct reflection of your employee experience? We know that manager emotional intelligence is a key driver of employee engagement (for example, see the Amadori Case). At the core, employee experience is about relationships, alignment, and purpose. Hack Days How it works: Benefits: @cmmeacher Related.

Social Intelligence and Leadership. Home - Brené Brown. More Postcards Every Manager Needs on their Wall -Six Seconds. Imagine a soccer team striving to win in a competitive league. But the team has no data about how many goals they’ve scored, or even who’s a great striker versus defender. What are their chances for success? Crazy – yet that’s the way most organizations are playing today.

No clear data on performance and how results are generated. A Vital Organization is one where people are meaningfully engaged in doing the work that matters. How do we get there? Vitality drives success. Vitality is life force – it’s the people energy that drives the “wow”. Organizations which use the tools of emotional intelligence beat the competition every time.

Here’s how you can increase vitality in your organization and in your people: Learn More About The Vital Organization (on Learn to measure and develop Organizational Vitality Related Content: Three Postcards Every Manager Needs on their Wall Related The Vital Organization A compelling new book for every manager. October 6, 2014 In "EQ Business" The gift of gratitude -Six Seconds. It’s Thanksgiving in the US and the traditional start of the Holiday season. For me, it’s a time to intentionally reflect on gratitude for my family, friends, and my incredibly dear colleagues around the world who are engaged in such important work in spreading EQ and social emotional learning and living it in the process. I so value your courage and passion and friendship. Researchers have shared the many benefits of gratitude: it helps people be happier, and healthier, and more resilient following adversity.

They say gratitude is associated with increased self-worth, satisfaction with life, and connection with others. We know from our own experience, that cultivating gratitude is a practice that yields rich rewards. In the US, we’ve been coping with the aftermath of events in Ferguson, MO, where an unarmed black youth was killed by a white police officer, who, this week, was not indicted by a grand jury. Gratitude can’t just be polished off for the holidays.

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Trend tv. TREND HUNTER - #1 in Trends - Fashion Trends, Tech, Style, Design & Pop Culture. Goodness to Greatness Leadership-Seven Steps. Stephen Covey on Developing Emotional Intelligence. “I don’t want to be at the mercy of my emotions. I want to use them, to enjoy them, and to dominate them.” ? Oscar Wilde Emotional Intelligence is essentially an ability, capacity, or skill to assess, manage, and regulate the emotions of yourself and others. Why is emotional intelligence such a big deal? If you can’t manage your emotions, you crumble or snap under stress.

If you can’t tune into others’ emotions and demonstrate empathy, you’ll have a hard time connecting with others. Yeah, emotional intelligence is a big deal. It’s a key for leaders and it’s a key for leadership. . “”No one cares how much you know until they first know how much you care about them.” In the book, The 8th Habit: From Effectiveness to Greatness, Stephen Covey acknowledges that there’s a lack of literature on how to develop emotional intelligence, and shares an approach for how to develop emotional intelligence using the 7 Habits. The Five Primary Components of Emotional Intelligence The 7 Habits and Principles. Intelligence is Overrated: What You Really Need to Succeed « Talesfromthelou's Blog. –by Keld Jensen, Original Story, May 05, 2012 Albert Einstein’s was estimated at 160, Madonna’s is 140, and John F.

Kennedy’s was only 119, but as it turns out, your IQ score pales in comparison with your EQ, MQ, and BQ scores when it comes to predicting your success and professional achievement. IQ tests are used as an indicator of logical reasoning ability and technical intelligence. A high IQ is often a prerequisite for rising to the top ranks of business today. Research carried out by the Carnegie Institute of Technology shows that 85 percent of your financial success is due to skills in “human engineering,” your personality and ability to communicate, negotiate, and lead.

With this in mind, instead of exclusively focusing on your conventional intelligence quotient, you should make an investment in strengthening your EQ (Emotional Intelligence), MQ (Moral Intelligence), and BQ (Body Intelligence). Emotional Intelligence Moral Intelligence Body Intelligence Like this: Like Loading... Motivation and Success Quotes, Part 3.

Leading With Heart Centred Emotional Intelligence - Dee Harding | The Coaching Academy Blog. Dee Harding asks – what has heart-centred emotional intelligence got to do with leadership? “Emotional Intelligence is more important than IQ in almost every role and many times more important in leadership roles” – Steve Covey Our ever changing world requires a new kind of thinking about what it takes to be an inspiring leader. The attributes traditionally considered necessary to be an effective leader are no longer enough. The truly outstanding leader in the 21 century must also have also a high degree of heart centred emotional intelligence. It was Daniel Goleman, who first brought and applied the concept of emotional intelligence to leadership. You need it but it doesn’t make you a star.

What sets star performers apart from average performers, aren’t the technical skills or a high IQ but good communication and people skills. A fundamental change in work place organisations is taking place. What is heart centred emotional intelligence? Competencies of emotional intelligence 3.) 4.) Leadership and EQ - RealTime Leadership. In the past, it might have been true that leaders could succeed simply because they were smart. But that’s no longer all it takes. While technical skills remain important, our emotional intelligence (referred to as EQ or EI) is just as important as our IQ. In fact, research shows that a leader’s emotional intelligence has a direct impact on the success of an organization. Daniel Goleman, a thought-leader on the topic of EI, says this about emotional intelligence: “If your emotional abilities aren’t in hand, if you don’t have self-awareness, if you are not able to manage your distressing emotions, if you can’t have empathy and have effective relationships, then no matter how smart you are, you are not going to get very far.”

Although it takes some effort to improve or enhance our EQ, the end results – better relationships, as well as a higher potential for personal and professional success – are worth it. Understanding and accessing our EI requires practice. EQ takes a lead over IQ - Academy. It has been established by research in the recent years that though IQ (intelligence quotient) is important for success in professional and personal life, emotional intelligence quotient (EQ) plays a far greater role in our success. Ebe Chaney, a certified leadership, EQ and life coach, is on a mission to remove the misconception about emotions and create awareness on how they are a valuable resource for optimum decision-making and source of energy, which we call motivation.

Chaney who has 44 years of experience in the industry, conducted a session on ‘EQ and success’ at a breakfast talk by IT company Extentia in Pune. Chaney said that EQ is basically the ability to identify, assess and control the emotions of oneself, others and of groups. “Emotional intelligence is increasingly relevant for organisational development and people. On a mission to increase people’s awareness on emotional intelligence, Chaney, brings empathy and commitment to make a difference to others.

Power Without Status Linked To Abuse, Study Says. Ever wonder why that clerk at the grocery store is giving you attitude? A new study showing the relationship between power and status may have the answer. Individuals with some authority combined with little perceived status are more inclined to abuse power, say researchers. "We found that people who had high power and high status, they were pretty cool," Nathanael Fast, assistant professor of management and organization at the University of Southern California's Marshall School of Business, told CNN.

"But it was people who had power and lacked status who used their power to require other persons to engage in demeaning behavior. " Published in the next issue of The Journal of Experimental Social Psychology, the study was based on the notion that low status feels threatening and power allows people the freedom to act on their internal states and feelings. In the joint field study by USC, Stanford University and Northwestern University participants were divided into two groups.

LeadBIG. How Mood Affects Negotiators. InShare7 What are social psychologists learning about the connections among emotions, negotiation, and decision making? Negotiation contributor Jennifer S. Lerner of Harvard Kennedy School and her colleagues have identified two critical themes. First, they have studied the carryover of emotion from one episode, such as a car accident, to an unrelated situation, such as a workplace negotiation.

Second, these researchers are studying the influence of specific emotions such as happiness, sadness, and anger on decision-making. In related work, Robert Lount and Keith J. In their version, before beginning the game, Lount and Murnighan asked some trustors to write about an experience that made them happy and asked other trustors to write about an experience that made them sad. It appears that a sad mood decreases trust and negatively influences negotiated outcomes. E-Newsletter June 2012: 10 New Leadership Skills. Plus, What Stays the Same? The Leadership Impact of Rationalizing Away Your Gut Instinct. I am spending some time on an island with my extended family and yesterday when I made my daily Dunkin’ Donuts run I ordered a coffee for my mom: a small coffee with skim milk.

They accidentally put sugar in it and unfortunately I didn’t know this until I got home and my mom exclaimed, “I hate it when they put sugar in my coffee!” When I went to Dunkin’ this morning I told the drive-thru woman about the mishap yesterday and without missing a beat she apologized profusely and took $1.39 off today’s tab. As a front-line employee she was empowered to do the right thing. As a loyal Dunkin’ customer I know this about their company. Their employees always rectify mistakes with a smile and an apology – which is part of what makes me a loyal customer in the first place! Doing the Right Thing When Significant Money is at Stake You might be thinking, “Lisa, this is easy to do when you’re talking about a $1.39 cup of coffee.

For example, I am working with a CEO who has an unhappy client. Why? New Data Reveals How To Attract And Retain Your Best Staff. As you sit at your desk today, two-thirds of the team around you are either looking for a new job or have every intention of doing so later this year. That's just one of the findings from the Kelly Global Workforce Index, key stats from which are presented in the following Infographic. What grabbed my attention is the data about different generations.

Baby boomers quite clearly gain career fulfilment in different ways to the younger generations. Do your recruitment campaigns already play to these differences, or is that something to work on? How about your internal retention strategies? Some interesting data for recruiting and HR professionals to reflect upon... 75 Affirmations for Personal Development.

Affirmations are one way to develop new beliefs that can eventually become second-nature. Every morning or evening we can repeat these affirmations with a clear and focused mind, and with practice these beliefs can take hold inside our brains. One caveat, however, is to make sure that the affirmations you repeat to yourself are congruent with reality, and aligned with your core values. I’ve seen many people come up with delusional affirmations and then attempt to ingrain them into their minds. Even when they do succeed, those beliefs can be detrimental.

Please be aware of the meaning and intention behind the affirmation before you decide to “program it” into your mind. The following is just a list of suggestions on some of the affirmations you may want to practice. Feel free to use the ones you think will benefit you, and disregard the ones you disagree with. I recommend only practicing 1 or 2 affirmations at a time. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20.

Does Shopping Make Us Happy? Last night I was talking with Daniel Goleman about our upcoming webinar during the 24EQ Virtual Conference — his session is leveraging emotional intelligence to create environmental and business sustainability. Here’s how to sign up – - some seats are still available and the event is free. I highly recommend this! Dan mentioned that people who are happier consume less. Yet so often people talk about “retail therapy” and how shopping makes them feel better. But Goleman’s data suggests otherwise. I suspect that people, especially women in this case, are being “sold a bill of goods” along with the shoes — with a pervasive message that the yearning we feel from a void in meaning and connection is a signal to shop. Related About the author - Joshua Freedman Joshua is one of the world’s preeminent experts on developing emotional intelligence to create positive change.

The Thought-Patterns of Success - Elizabeth Grace Saunders. By Elizabeth Grace Saunders | 1:50 PM April 30, 2012 Your passion for your career can sabotage your attempts to succeed. When you go from feeling energized, excited and in control of your work to feeling an overwhelming compulsion to achieve and produce, you’ve tipped from helpful harmonious passion into harmful obsessive passion. But when you’ve grown accustomed to operating from a state of obsessive passion, you may want to act differently, but you just don’t know how. Your deeply ingrained mental and behavioral patterns naturally lead you toward seemingly uncontrollable compulsion to work. Paradoxically, these natural reflexes inhibit the quality of your professional output. And when you do make small attempts to change, like leaving the office on time, you experience withdrawal symptoms, which send you scurrying back to your familiar habit patterns. Fortunately, there is hope.