ABSTRACT
Release the full potential of your user services team and drive them to new heights using emotional intelligence as a guide. You and your team already possess untapped skills that will allow you to lead users to new territories and provide superior support along the trail. We will draw on real life examples and discuss how we use emotional intelligence and the approaches learned in our personal lives while raising children, training pets, and managing to find work-life balance to handle the challenges we face supporting users. Join us for a fun-filled session that takes a hard look at the questions we face daily: How do I keep my front line support team motivated? How do we empathize with frustrated users without losing our perspective? How do we stay focused and on-task in an environment that requires us to be interruptible and approachable for much of our working day? Can we manage change proactively? Just what do we do about those high-need users? You'll walk away with a new respect for the life skills you and your team have already developed and a new way to bring those skills to work for you.
- Feldman, Jeff and Mulle, Karl; Put Emotional Intelligence to Work: EQuip Yourself for Success; ASTD, 2007.Google Scholar
- Goleman, Daniel; Emotional Intelligence: Why It Can Matter More Than IQ. Bantam Dell; A Division of Random House, Inc. New York, NY: 1995Google Scholar
- Goleman, Daniel; Social Intelligence: Beyond IQ, Beyond Emotional Intelligence; Bantam Dell; A Division of Random House, Inc. New York, NY: 2006Google Scholar
- Klaus, Peggy; The Hard Truth About Soft Skills: Workplace Lessons Smart People Wish They'd Learned Sooner; Harper Collins Publishers; New York, NY; 2007Google Scholar
- Mayer, John D., Roberts, Richard D., and Barsade, Sigal G.; Human Abilities: Emotional Intelligence; Annu. Rev. Psychol. 2008. 59:507--36; http://psych.annualreviews.org; 10.1146/annurev.psych.59.103006.093646Google ScholarCross Ref
- Matzler, Kurt, Bailom, Franz, and Mooradian, Todd A.; Intuitive Decision Making; MIT Sloan Management Review; Vol.49 No.1; Fall 2007Google Scholar
- Mosher, Bob with Darling, Leslie and Fike, Ellen; Training for Results; ASTD, 1996.Google Scholar
Index Terms
- Blaze a new trail to success with emotional intelligence
Comments