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Making Your Emotions Count
Understanding that each interaction is an opportunity to build an emotional connection, it is important that we understand and build our EMOTIONAL COMPETENCE. Emotional competence is the ability to manage your emotions. You can increase the likelihood of positive outcomes by developing your emotional competence.
There are six dimensions of emotional competence and they can all be developed:
Make an accurate self-assessment, and decide where you need to improve. Recognize that your emotions have an impact on you and your performance as well as other people. Check your tone of voice and body language. Often poor service is unintentional because the provider does not understand how they are being received. To understand others you must first understand yourself. Self-awareness means you know what emotions you are feeling and why, you see the link between what you do think and say, recognize how your feeling effect performance, and are guided by your values and goals.
Managing your emotions.
You must remain in self-control when dealing with difficult situations. You must develop flexibility in handling changes and challenges. Gaining control of your emotions is the second key to a successful outcome in customer interactions.
Self-motivated people desire to do a good job. Identify what you want to change about yourself and consistently improve and find out what motivates you. When you are self-motivated, you are looking for ways to give more, do better and improve you and those around you. Look for ways to give more of what you enjoy and do well. This will support your highest level of achievement.
Recognizing the emotions of others.
Develop empathy. Empathy is the ability to put yourself in others shoes. Keep an open mind and anticipate and recognizing customer needs. Try to truly understand how they are feeling. Listen to their words and tone. Watch their body language. Understanding others views is critical to being able to guide the interaction to a positive conclusion. You cannot control their emotions but you can control how you receive and respond to them.
You want your customers to take action; effective communication is an important part of this. Listen to the customer, and seek to understand. The best solution will present itself. The customers have not read our manual “Being a Good Customer”, they are playing their part, our job is to respond in a way that demonstrates our understanding and offer a solution that meets their needs.
“The more arguments you win, the fewer friends you will have” Anonymous
Always look for a win-win solution it is based on information sharing, creativity and trust. A win-lose solution is based on competition, mistrust and misinformation. This will require listening and collaboration between you and the customer. Although it can be difficult to deal with conflict in devising a collaborative solution, strong trust and emotional bonds are formed. Those emotional bonds start building loyal customers, one interaction at a time.
Article from hairmakeuptoday.com