“Effective Emotional Intelligence (EI) skills drive deeper engagement across the enterpriseEmotional Intelligence Can Improve Your Productivity, including both employee and customer engagement, leading to greater commercial success,” Accessing the Triple Bottom Line through Emotional Intelligence.

“With 70 per cent of customer interactions grounded in emotional factors, it’s imperative that frontline staff are measured and developed in areas of EI allowing them to exceed customer expectations and boost company sales”.

“The ability to connect emotionally with customers is the key to enhanced performance and engaged employees on the frontline”

Most businesses tend to think of intelligence (IQ) as knowledge or cognitive ability, the more intelligent the work force, particularly in leaders, the better the business will perform. However, this is not the case. There is another kind of intelligence, as important or even more important than IQ, actively operating and impacting on businesses.

Emotional intelligence (EI) is an ability to be aware, to feel and to respond to emotions, both within oneself and in relation to others. This is a phenomenal quality which can be learnt. Emotional intelligence of the management and the staff has been proven to greatly increase productivity.

There can exist a big gap between how a business perceives the quality of its customer care and the actual experience of how the customer experiences it.

“Organisations that are socially and emotionally intelligent focused on relationships internally and externally will be the market leaders.”

Come and find out more at Mastering Emotional Intelligence with the Edinburgh Chamber on the 8th November 2017. Delivered by Andrew Farquharson, Thrive Programme Consultant and Trainer: andrew@thriveinscotland.co.uk @thrivescotland