February O-News: Emotional Intelligence in the Workplace

3/4/2019
 

BE SERVICE SMART!

Did you know that emotional intelligence was ranked 6th in the World Economic Forum’s list of the top skills that employees will need to thrive in the workplace?

 

Emotional intelligence (EI) refers to someone’s ability to perceive, understand and manage their own feelings and emotions. EI can be broken down into the following five components:
 
Self-awareness
Self-regulation
Internal (or intrinsic) motivation
Empathy
Social Skills
 
Employees who demonstrate these personality traits have a higher chance of getting a promotion or becoming a leader in their workplace. Employers use EI as a way to measure employee work performance which can lead to stronger organizations.

Learn more in OTEC's February O-News!
 
Almost 71% of hiring managers said they valued
an employee’s EQ over their IQ.

 
So, how can you learn more about emotional intelligence in the workplace? Through OTEC’s Service Smarts workshop! This half-day program about utilizing emotional intelligence in service situations, enables participants to leave the workshop with the tools and skills to create memorable service experiences. The training material covers unique topics such as viewing the service experience from a customer’s eyes, practicing the “Concierge Approach” and exploring different communication styles when interacting with customers.
 
Register for OTEC’s upcoming Service Smarts public session on March 26th, 2019 or contact Sherry Sibio at ssibio@otec.org to learn how OTEC can bring this progressive workshop to your organization.
 
Sources: https://www.ciphr.com/features/emotional-intelligence/

 

Our experience working with OTEC was a thoroughly enjoyable one. We were tremendously impressed by the professionalism of their approach and the quality of their work. American Express approached OTEC to develop a service training program for its partners in the restaurant industry... OTEC took the time and effort to research the needs of our audience and consulted with us every step of the way to produce an end product that we were proud to have our company name associated with.;

— Vice President of Public Affairs Communication and Quality Services,
American Express Canada


Adam Morrison
Vice President, Projects and Partnerships
416.622.1975 ext. 236
amorrison@otec.org