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Friday, October 29, 2010

Emotional Intelligence Bullets to Trigger Thoughts

October 1, 2010

American Express and the Yuck Factor
1. Advisors felt they had to “make the sale”. When clients gave a resisted, the agent was taught to give a rational argument.
a. Agents should use empathy.
b. Volume of information on products was too much.
c. Agents weren’t entrepreneurial—felt personal lifestyle was at stake if they failed to sell.
d. Long hours sacrificed work/life balance.
2. To bolster emotional competence, the solution was to:
a. Be driven by their own principles.
b. Advisor would get very upset that she didn’t make a sale. So upset that she couldn’t move on to the next project.
c. She found ways to hanel the tension—would take a break and go to ballet.
d. People that went through the training gained about 8 to 20 percent in sales.
3. Changed the role from salesperson to trusted advisor.
Scientists Study the Amgdala:
1. The amygdala is in the prefrontal lobes of the brain area. This area became significantly more active after undergoing training.
2. Competence such as self-control strengthens, so do the corresponding brain circuits.
3. How often have you seen employes going to training, but not making a difference on the job? There’s a difference between declarative knowledge and procedural knowledge.
4. An expert who studied training has said that people have tended to consider all training the same without regard to the purpose of the training or the type of learning involved.”
5. Need to stop lumping training together. For Technical knowledge, declarative knowledge ay be sufficient, but not for emotional intelligence.
Learning Emotional competence involves engaging emotional circuitry, where the social and emotional habits are stored.

1. Approach people positively.
2. Listening better
3. Give feedback skillfully.
Changes must happen at a neurological level – how many weeks does it take to change a bad habit?

BIG MISTAKE corporations make is to teach skills like service and leadership the same way they teach technical skills, like fixing a machine.

Billion Dolar Mistake
1. Companies invest
2. Training programs that were evaluated on observable effects on change in behavior, 3 of eleven were found to be worthless.
a. 5 day mountain retreat
b. Ropes courses
c. Off site training

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