Veja como você pode se comunicar efetivamente com clientes e colegas usando inteligência emocional.

Emotional intelligence is not just understanding the emotions of the person in front but most importantly understanding our own emotions and channelising them in the right direction. To handle a situation or person we should first be able to handle our own emotions and handle them as that will equip us not just in empathising but finding a solution to the issue at hand. Further understanding EI will help us in managing our team/colleagues and understanding our clients in a better way. This will not just strengthen our relationship with both but help us in achieving better results.

Recognize and understand your own emotions. This awareness helps you manage your responses and interactions more effectively. For example, if a project becomes stressful, acknowledging your stress can prevent it from affecting your communication with the team. Manage your emotions healthily and constructively. When faced with challenging situations, maintaining control over your emotions ensures clear and effective communication. Use your emotions to stay focused on goals, maintain a positive attitude, and inspire your team. Being motivated can help you navigate difficult conversations with clients or colleagues more effectively.

Understanding emotional intelligence (EI) is crucial in telecommunications. EI involves various skills such as self-awareness, self-control, motivation, empathy, and social abilities. To communicate effectively, start by examining your own emotional reactions. Identify what triggers you and learn to manage your responses accordingly. This self-awareness enables you to maintain professionalism and composure, even in challenging circumstances. By regulating your emotions, you can approach interactions with clarity and purpose, fostering positive and productive communication.

Give your full attention to the speaker, avoiding interruptions. This shows respect and ensures you understand their message. In my experience, dedicating full attention during meetings has helped me catch important details and respond appropriately. Provide feedback by summarizing what the other person has said. This confirms your understanding and shows that you value their input. Pay attention to non-verbal cues such as body language and tone of voice. These cues can provide additional context to the spoken words, helping you understand the true message. In a team meeting, noticing a colleague’s discomfort can prompt you to address underlying concerns.

Engaging in active listening is a vital aspect of emotional intelligence. It involves fully focusing, comprehending, responding to, and recalling what is being communicated. In your telecommunications role, hone your active listening skills by giving clients and colleagues your complete attention. Minimize distractions, maintain eye contact, and utilize affirmative gestures or statements to indicate your involvement. This not only aids in grasping the underlying sentiments in conversations but also demonstrates respect and appreciation for the speaker's viewpoint.

Try to understand things from the other person's perspective. This can help you respond more thoughtfully and build stronger bonds. For example, empathizing with a client's frustration over a service outage can help you address their concerns more effectively. Offer emotional support to colleagues and clients. Acknowledging their feelings and reassuring them can strengthen your relationship. When a team member is stressed by a deadline, offering support and understanding can improve their morale and productivity. Understanding both sides can help find a mutually beneficial solution. In my role, resolving conflicts between team members by understanding their perspectives has led to more harmonious and productive working relationships.

ChatGPT Empathy, the capacity to understand and share others' emotions, is a fundamental aspect of emotional intelligence. In telecommunications, demonstrating empathy enables you to forge stronger connections with clients and colleagues. When communicating, make an effort to empathize with their perspectives. Validate their emotions and worries without criticism. This empathetic stance can ease conflicts, foster trust, and promote deeper interactions.

Communicate your ideas clearly and concisely. Avoid jargon and ensure your message is easy to understand. When explaining technical concepts to non-technical clients, simplifying the language can help them grasp the information better. Use the appropriate emotional tone in your communication. Your tone should match the message you are conveying. For example, using a calm and reassuring tone when discussing project delays can help maintain client trust. Be open and honest in your communication. Transparency builds trust and fosters better relationships. Sharing both the successes and challenges of a project with stakeholders can lead to more realistic expectations and better collaboration.

In conflict resolution, one needs to be emotionally intelligent as it will define their ability to handle the situation, reduce more conflict and solve the problems. Emotional intelligence helps you understand when and how to react, what and when to say as well as how and when to say it. In the end every party hits a common ground.

EI is understanding that you are human not machine has solve 90% of the problem. Every challenge at the second look is not always same.