Blaze a new trail to success with emotional intelligence

ABSTRACT

Release the full potential of your user services team and drive them to new heights using emotional intelligence as a guide. You and your team already possess untapped skills that will allow you to lead users to new territories and provide superior support along the trail. We will draw on real life examples and discuss how we use emotional intelligence and the approaches learned in our personal lives while raising children, training pets, and managing to find work-life balance to handle the challenges we face supporting users. Join us for a fun-filled session that takes a hard look at the questions we face daily: How do I keep my front line support team motivated? How do we empathize with frustrated users without losing our perspective? How do we stay focused and on-task in an environment that requires us to be interruptible and approachable for much of our working day? Can we manage change proactively? Just what do we do about those high-need users? You'll walk away with a new respect for the life skills you and your team have already developed and a new way to bring those skills to work for you.

REFERENCES

• 1: Feldman, Jeff and Mulle, Karl; Put Emotional Intelligence to Work: EQuip Yourself for Success; ASTD, 2007.
• 2: Goleman, Daniel; Emotional Intelligence: Why It Can Matter More Than IQ. Bantam Dell; A Division of Random House, Inc. New York, NY: 1995
• 3: Goleman, Daniel; Social Intelligence: Beyond IQ, Beyond Emotional Intelligence; Bantam Dell; A Division of Random House, Inc. New York, NY: 2006
• 4: Klaus, Peggy; The Hard Truth About Soft Skills: Workplace Lessons Smart People Wish They'd Learned Sooner; Harper Collins Publishers; New York, NY; 2007
• 5: Mayer, John D., Roberts, Richard D., and Barsade, Sigal G.; Human Abilities: Emotional Intelligence; Annu. Rev. Psychol. 2008. 59:507--36; http://psych.annualreviews.org; 10.1146/annurev.psych.59.103006.093646
• 6: Matzler, Kurt, Bailom, Franz, and Mooradian, Todd A.; Intuitive Decision Making; MIT Sloan Management Review; Vol.49 No.1; Fall 2007
• 7: Mosher, Bob with Darling, Leslie and Fike, Ellen; Training for Results; ASTD, 1996.

INDEX TERMS

Primary Classification:
  K. Computing Milieux
  K.6 MANAGEMENT OF COMPUTING AND INFORMATION SYSTEMS
      K.6.1 Project and People Management
          Subjects: Management techniques (e.g., PERT/CPM)

Additional Classification:
  K. Computing Milieux
  K.6 MANAGEMENT OF COMPUTING AND INFORMATION SYSTEMS
      K.6.1 Project and People Management
          Subjects: Staffing

General Terms:
Human Factors, Management

Keywords:
behavior management, cognition, emotion, emotional intelligence, self-awareness, self-confidence, self-esteem, social awareness