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Catalyst Global’s Emotional Intelligence Module
- Liana Zverina
- 7 days ago
- 3 min read
Enhancing the effectiveness of skilled sales and service personal
The concepts and ideas behind what’s currently Emotional Intelligence have been around for decades, having been first published by Peter Salovey and John D. Mayer (1990) and brought to the mainstream in Daniel Goleman’s 1995 book Emotional Intelligence: Why It Can Matter More Than IQ.
Emotional Intelligence - (sometimes referred to as Emotional Quotient - EQ) is the ability to recognise, understand and manage one’s emotions and to recognise, understand and influence the emotions of others. Unlike IQ, which remains mostly static throughout one’s life, one’s Emotional Intelligence is fluid, is learned and is learnable at any point in life.
Research shows that people who are effective leaders and outstanding performers often have high emotional intelligence. Since emotional intelligence is learnable, why not make it a tool available to everyone. This is why today many companies have embraced the value of EQ Training Programs for all levels of employees. But Emotional Intelligence is not only for organisations – the benefits spill well over into personal lives.
Let’s explore the facets of Emotional Intelligence. Daniel Goleman identifies four domains:
Self-Awareness
Self-Management
Social Awareness
Relationship management
A brief look at each of these domains:
Self-Awareness is the ability to understand your feelings and how those emotions affect your perceptions, thoughts and impulses to act. Emotion self-awareness drives your attention and this creates your reality. Being self-aware allows you to ask, “Where am I, right now?”
Self-management is the ability to regulate and control your emotions, thoughts and behaviour. It’s the ability to handle upsetting emotions so they don’t disrupt your focus on the task or assignment ahead. Self-management means having a positive outlook and not always looking at a glass as half empty. This leads to adjusting to situations and focuses on your goals despite surrounding commotions. And, as a leader, having the belief that everyone can improve.
Social Awareness leans heavily on empathy – the ability to gauge your environment and understand the emotions, needs and perspectives of others. Honest social awareness builds trust and rapport within a team and an organization. How do you tune in to the people around you, left, right, above and below matters. Having social awareness means you can message well because you know the other person’s language. Not only do you know what they think and how they feel, but you also CARE about them.
Relationship Management is the ability to effectively build relationships, communicate and to “play well” with others. It’s the ability to guide, inspire, and get the best out of people, no matter their position, or yours for that matter.
At Catalyst Global, we’ve addressed portions of Emotional Intelligence in our modules for years such as the Good and Bad Language, How to Give Bad News Again and Again and Again, Handling Difficult Customers, and others. This year, we’ve introduced our comprehensive EQ Emotional Intelligence module. The practical use of this module in organizations such as MULTIVAC, KONECRANES, KHS Group, and Syntegon is already revealing results.
Our module has been specifically tailored for the work environments in the following sectors: sales, service sales, management, field services, parts support and technical service desks. Skilled workers in these sectors have long been highly regarded for their technical expertise and ability to solve complex challenges – in essence, the IQ hemisphere. Applying Emotional Intelligence (EQ) enhances these strengths. Just one immediate result has been that participants alter their typical interactions with customers from unfiltered reactions to considered, constructive responses.
This module was developed by our business psychologist, Mr Kim Singleton. As with all our modules, the Catalyst Global team continues to evolve the material and adjust the content for each industry, company and culture.
For more information on Emotional Intelligence and Emotional Quotient (the assessment of one’s EI), see the links and references below
Or:
Contact us at https://CatalystGlobal.net
Daniel Goleman, Emotional Intelligence, 1995