Tools: Emotional Intelligence

Being emotionally intelligent is a vital characteristic for brokers, according to psychologist Hendrie Weisinger, author of Emotional Intelligence at Work. Sensing the emotions of clients and co-workers, recognizing your own emotional cues and implementing techniques to manage those feelings are invaluable to your business, says Weisinger. Weisinger's book highlights several steps to achieve emotional

Being “emotionally intelligent” is a vital characteristic for brokers, according to psychologist Hendrie Weisinger, author of “Emotional Intelligence at Work.”

Sensing the emotions of clients and co-workers, recognizing your own emotional cues and implementing techniques to manage those feelings are invaluable to your business, says Weisinger.

Weisinger's book highlights several steps to achieve emotional intelligence:

High self-awareness — “Imagine the impact on your business if you are not aware of how your clients are reading your behavior,” Weisinger says.

Mood management — “Are you the thermometer [influenced by the environment] or are you the thermostat [able to regulate your emotions]?” he asks. Weisinger says it's important to anticipate potential emotional states of clients and prepare your reaction ahead of time, he says.

Interpersonal communication — “Do you truly listen?” Weisinger asks. “What are clients saying and how do they say it?”

Emotional mentoring — Helping other people handle emotions is essential to your own emotional intelligence, Weisinger says.

Published by Jossey-Bass, “Emotional Intelligence at Work” (ISBN 0787951986) is available for $16 at selected bookstores and online.

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