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Emotional Intelligence (EQ) a concept first coined by Daniel Goleman, can be learnt and improved.
In a recent review of the TUF Online Training program the writer was pleased that I did not advocate zero tolerance: not letting customers swear or show any kind of aggression. Organisations with a zero tolerance policy towards customers tell people not to swear. If the customer persists in swearing they terminate the call or stop serving them and ask them to leave the premises.
The biggest challenge in dealing with difficult situations is to first of all manage your own emotional reactions to them. It is easy to see the other person as difficult and to blame them for your uncomfortable feelings. Acknowledging and accepting your own feelings to yourself is an important first step to making a positive response to someone who you find challenging.
The next public workshop will be held on
Whatever you may think about Valentine’s Day there is a degree of excitement around. I heard people renewing their vows to their partners on the radio this morning. People give red roses, chocolates, special meals and many other signs of their love today.
Anything that get’s people to relate better to each other is good in my book. Building positive relationships needs to be worked at. Just as with a loving relationship you need to say and do things to let the other person know they are loved, respected and valued.
A story in the Dominion Post this morning (February 4, 2013) sparked my interest. It is fifty years since a young man, high on alcohol and tranquilizers shot two policemen in cold blood.
He served over 11 years in jail and another 10 years on probation and has since lived a productive life, it would appear. He is now 77 year old with children and grandchildren. I have no quibble about his punishment and am delighted that he has done well with his life.