How emotional intelligence and emotional resilience breed adaptability, better performance and greater job satisfaction | The Oxford Review - OR Briefings

How emotional intelligence and emotional resilience breed adaptability, better performance and greater job satisfaction

Research Briefing

Frontline employees have to bring a range of human facets to improve and foster customer relationships within any organisation. Research published in the Journal of Retailing and Consumer Services shows that emotional intelligence is a key strength to be looked for in new employees, and where possible trained as part of their induction packages.

Emotional Intelligence

Good emotional intelligence and resilience can for example, reduce the stress load for a customer services operative by enabling them to recover quickly (emotional resilience) after a particularly stressful call. During a stressful call, the customer is likely to have their overall impression of the company altered or solidified based on the response of the person they are talking to, and that response is founded on that employee’s level of emotional intelligence and resilience.

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