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Emotional Intelligence Versus IQ

Research indicates that one’s EI (emotional intelligence) appears to be a better indicator of potential success than IQ.  Why? Because emotional intelligence is used to drive one’s own emotions in a positive direction, and causes one to react appropriately to the emotions of others. And… while IQ is believed to be fixed at birth, EI can be developed and improved!

If you were to think about a typical bad day, you more than likely encountered one or more individuals who “pushed your buttons.”  Employing emotional intelligence competencies decreases that likelihood because you stay in control of your own emotions, and also have a positive effect on the emotions of others.

Don’t misunderstand, emotional intelligence does not mean being overly nice all the time.  It means being honest, but in a tactful way.  It does not mean being “touchy-feely” with others.  It means being aware of your feelings and those of others.  And it does not mean being emotional.  It is about using your emotions wisely.

Think about your all-time favorite leader (formal or informal) and I’ll bet he or she made you feel special in some way.  I’ll bet that person used his or her emotions wisely and drove yours in a positive direction.

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Creating a "Know Focus"

Having a “know focus” means focusing on what you already know. A number of clients have called me asking, “What’s new in customer service?” or “What’s new in leadership?” Sometimes they are really asking “How can we help our people get motivated and excited about their work again?”

In many cases we don’t need new content – just new ways to breathe life into the fundamentals that have already been taught. Think about it… what are the fundamentals your team needs to focus on? How can you improve the “know focus” of your organization? Is it $5 bills for those who you catch demonstrating the company mission or service standards? Is it a fun game-show review pre-shift meeting? If you’re having trouble coming up with ideas, ask your team members to create the ideas for reenergizing the use of important concepts they already know AND have them implement the ideas!

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Good Customer Service Can Be Therapeutic

Several years ago my neurologist, who is more than an hour from home, prescribed physical therapy 2-3 a week. In an attempt to find a therapist closer to home, I took a referral from a good friend who loves his physical therapist. I never got a chance to see how good the therapist is, because of the person at the front desk. She was busy on a personal call while I stood at the window and then when she did get to me, she was rude and unhelpful. So much so, that I decided I didn’t want to go there 2-3 times a week.

I reluctantly picked Brooks Rehabilitation from the yellow pages. They have facilities throughout the state and they’ve been around for decades so I thought it was a safe gamble. I called because I got lost trying to locate them and Henk (who I later learned is the manager) answered the telephone. He was friendly and helpful. When I arrived, he greeted me with a huge smile and nice handshake. Kathleen (front desk) was at lunch, so he was manning the post. The entire Brooks team was fantastic and the atmosphere was therapeutic. Michael (another therapist) called me after a 70-car pile-up on I-4 to be sure I got home okay. Kathleen always offered a smile and pleasant greeting. It’s obvious that she loves her job – as she went in on a Saturday to decorate the office for Henk’s 40th birthday, since he tends to arrive very early on Monday mornings. I once asked Henk about the customer service award in the lobby and how they maintain a professional, yet fun environment. His response was… “It’s not just for our clients, but also for us.”

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Remember the SWOT Analysis Concept?

SWOT is an acronym for Strengths, Weaknesses, Opportunities, and Threats. The concept is an oldie, but goody and is an opportunity for leaders to examine aspects of an organization, individual team or department. Example characteristics include:

  • Strengths—strong team, strong market presence, quick delivery
  • Weaknesses—limited new product development, slow response to problems
  • Opportunities—up-sell to current clients, sponsorship of industry trade show
  • Threats—New product line from competitor

One of the best ways to increase corporate commitment is to increase team member involvement. And a SWOT analysis is a good starting point. Most organizations have an incredible amount of brain power that isn’t tapped often enough.  Instead of checking in with team members once a year, try doing so quarterly.  And instead of the typical employee survey, have departments lead a SWOT analysis and see what transpires.  This is especially important in this day and age with the fluctuating retail markets and ever-changing team member personal priorities. After each department has completed a team SWOT analysis and pinpointed possible changes,  compile the information for a cross-functional analysis. This process will produce a wealth of information for a master brain-storming activity.

As changes take place people will feel more connected to the new processes or new organizational direction.  They will also better understand the “why’s” of the changes implemented.  This process is a win-win for team members and organizations.

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You're Never Too Old To Change

The idea of a change like increasing employee morale will require many of us to step outside of our comfort zones.  It will require us to change our routines.  After all, if we continue to do what we’ve always done, we’ll continue to get what we’ve always got.  And… the excuse for not doing new things like creating energizing openers for daily or weekly meetings will often sound like:  “I’m too set in my ways;”  “My team will think this upbeat stuff is corny;” or “You can’t teach an old dog new tricks.”  If any of these excuses sound familiar, consider the following:

  • Actor George Burns was 80 years old when he won his first Oscar.
  • At 58, Doc Counsilman became the oldest person ever to swim the English Channel.
  • Golda Meir was 71 years old when she became the Prime Minister of Israel.
  • Michelangelo painted the Sistine Chapel at the age of 71.
  • Painter Grandma Moses didn’t start painting until she was 80 years old and completed more than 375 paintings after age 100!

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