Clare Muscutt talks with Sandra Thompson about the power of Emotional Intelligence & Empathy in CX.

We are told the ‘think before we speak’, ‘look before we leap’
and not act before considering the consequences. But when
emotions rise up and overpower our better judgment, what emerges
can be an unwanted reaction.


Emotional control is an admirable quality, usually possessed by
happy successful people. But to what extent is it nature or
nurture?


I was fascinated to talk to the UK’s only certified Emotional
Intelligence coach, Sandra Thompson, to understand more about
this field: its application in personal development and its many
connections to customer experience.


In this episode, Sandra shares her own experience of learning to
control her emotions, her insights into behavioral psychology,
the future opportunities for AI and EQ, and the inspirational
work she is now doing to educate others in applied emotional
intelligence and customer experience. 


I learned EQ is in fact a skill that begins with self-awareness.
But mastery means we have the power to redefine all our human
relationships. Importantly including employees and customers. But
most importantly, with ourselves.


Tune in to the podcast to find out more! 


 


Read more and subscribe to our channels:


 


Youtube  https://bit.ly/3jdBU2w 


LinkedIn https://bit.ly/3a0cDVx


Twitter https://bit.ly/3fzxLD2 


Instagram https://bit.ly/30Aq0bM


Podbean https://bit.ly/3h6Cz3T


Show notes  https://bit.ly/2ZBcILF


Sign up https://bit.ly/2ZDYCcB