Psychology
Abdul Rafay f2020392071
Taimur khan F2020392079
 Emotional intelligence

• Emotional intelligence (EQ) is the ability to identify, use, understand, and manage
emotions in positive ways to relieve stress, communicate effectively, empathize with
others, overcome challenges, and defuse conflict. Emotional intelligence impacts
many different aspects of your daily life, such as the way you behave and the way
you interact with others. • If you have a high emotional intelligence you are able to
recognize your own emotional state and the emotional states of others and engage
with people in a way that draws them to you. You can use this understanding of
emotions to relate better to other people, form healthier relationships, achieve greater
success at work, and lead a more fulfilling life.
 Attributes of emotional intelligence

• There are five attributes of emotional intelligence which are as follows:

• Motivation
• Empathy
• Self awareness
• Self management
• Social skills
 Motivation

• Emotional intelligence makes a person self-aware of his/her emotions and behavior.

• Having high EQ would make your representatives more aware of their actions and
therefore they are likely to stay positive.
• They won’t smile and greet clients just for the sake of practice but do it to make a
positive first impression. 
• Having high EQ enables them to stay positive, motivated to achieve their goals and
they don’t let negative emotions and feelings impact their job.
 Empathy

• Without comprehending the emotions of your clients, you can’t really

understand their needs and expectations.
• Emotional intelligence lets you empathize with them, thus putting yourself in
their shoes gives you an insight on what they really expect from you.
 Self awareness

• In emotional intelligence, it all starts with raising awareness of how we come across to
others. 
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• You may have customer service reps who have mastered the ins and outs of your
company's product or service.
• They conduct their customer interactions with crisp authority. They like to show the
customer that they have the knowledge and expertise, and consequently, they may be
outspoken and take charge of the conversation. 
 Self-Management

• Emotional intelligence training may be useful in helping customer service

reps to manage the stress of emotional labor and be more relaxed.
• A relaxed employee, in turn, may be better able to create positive emotional
states in themselves and in the customers they interact with.
• They may even be in in a better frame of mind to forge a positive connection
with customers.