Part 2: Building a high emotional intelligent business is well worth the time and effort.
For a starter Being effective means:
• Understand when and what to say in certain situations.
• Knowing when to stay quiet (yes this is different than the above item.)
• Having empathy for the situation and/or individuals with whom you are dealing. That also means knowing the definition of empathy – so you can have empathy.
• Knowing and having a plan for WIIFM – what is in it for (me/them)
• Using diplomacy. There is a difference between being direct, diplomatic and being candid. Each of them has their place and time. My perspective:
o Being direct is telling it like it is without beating around the bush. There is no roundabout way it is straight through
o Being diplomatic gets the same point across, but there is a ramp up time, setting the stage, understanding where the other party is coming from BEFORE you deliver your message. Diplomacy is critical, yet sometimes the message gets lost in the process.
o Candid includes a level of openness, sincerity, not rehearsed. The message can be direct, yet it also takes into consideration the message and how it will be received.
Here are some practical tips:
• Ensure your leaders have the right emotional behavior
• Always be training on how to improve. You can’t improve your IQ, but you can improve your Emotional Quotient or EQ – so create a plan.
• Have a culture of continuous improvement and get buy in from everyone – or buy out (i.e., a path for them to leave the organization).
• Celebrate success which is the same for all aspects of the business. Too little is done to celebrate and too much focus is on what wasn’t accomplished. This will affect your EQ.
How does this affect profitability? According to John Maxwell, people leave people not companies. A company full of people with no EQ will be a revolving door. There will be a continual hiring process with no one staying long enough to be really good. Therefore profitability suffers due to lack of continuous improvement. One of my clients has had this issue and we continue to work on the impact the lack of EQ has on the organization. Staff is tired, demoralized and looking for opportunities that value them for their work, value them for what they offer and help them enjoy doing their job. If correcting that issues doesn’t improve profitability then give me a call, that is just the tip of the ice berg.
How well does your business understand EQ?