When our brains are under pressure we can have a hard time distinguishing between our own emotional state, and the emotional states of others. When a customer reaches out, what they often want is to be heard and feel like we truly understands what they are going through.
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Learning to empathise with others can be very powerful, even when an issue can’t be solved immediately through factors outside the agent’s control, when we demonstrate caring and understanding customer satisfaction rises. We need to actively seek their intent and become aware of how our actions may be perceived.
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When we become aware that our view of the world is not the only view it is the first step. We tend to judge others based on their actions, yet ourselves based on our intent. It can be easy to get stuck in “our” perspective of a transaction and forget to acknowledge their experience of the interaction. One of the biggest obstacles to delivering great customer service is a lack of caring about, or understanding of, customer challenges on the part of sales people. Developing the ability to empathise increases prosocial/helpful behaviours towards others. It is about connecting to our humanity, and acknowledging that another’s experience of the world may be different to our own current experience. if you have a friend with a sick child you can empathise with them if you have had a similar experience, but it doesn’t have to be exactly the same experience. It is an understanding of what another feels born out of our own experiences and sorrows. 360-Degree feedback for development of high performance teamsĮmpathy is our ability to understand and relate to the feelings of othersĮmpathy is understanding another’s pain or circumstances, but it does not require us to actually feel their pain or be in their situation.Employee Engagement elements for success.The link between Business and Dating – a business analogy.The Self Esteem scale – a measure of success.Emotional intelligence (EQ/EI) elements.Why Emotional intelligence workshops don’t work alone.Communication Skills tips and techniques.Question and answer tips for presenters.Business presentation Skills tips – retention of ideas.Powerful presenter tips for business – next level.Presentation tips for business – message.Basic speech construction to write a speech in 10 minutes.Presentation design Consulting and coaching.Performance feedback Consulting and coaching.Emotional Intelligence Consulting and coaching.EQ based Employee Engagement workshop overview.Employee Engagement consulting and training.Performance feedback Masterclass for success.The science behind effective feedback: Building successful teams.Emotional Intelligence Skills Assessment (EISA) with targeted training.
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What is the Twin Peaks legislation, TCF and RDR about?.The heart of Treating Customers Fairly TCF.Management Information MI and Treating Customers Fairly TCF.
#COMMON ROADBLOCKS TO LEARNING ON THE JOB DRIVERS#
4 key drivers of engagement in a TCF culture.What is Treating Customers Fairly (TCF)?.INceive change management and engagement process.