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Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.
This book is a call to action. We spend about eighty percent of our day at work, the rest is at home. If we have a bad day at work we are likely to take that negativity home with us and vice versa. It is of paramount importance that we create healthy environments in the spaces that most affect our lives by giving of our best and receiving the like in return. The 5 Chairs is a powerful and systematic method which helps us master our own behaviours and manage the behaviours of others. To be a good leader is to contribute to the success and happiness of everyone, at work and at home, on a conscious level. The 5 Chairs offer 5 Choices. Which will you choose?"One of the most practical books on emotional intelligence that I have ever read."Richard Barrett, Chairman and Founder of the Barrett Values Centre."Louise's work is for people with the intelligence and humility to believe that in life one can always improve, one can try to understand before judging and one can listen to other people's convictions no matter how diverse. In an increasingly multicultural, globalised world where managing diversity is key to success, Louise's guidelines should be a moral obligation."Franco Moscetti CEO, Axel Glocal Business, previously CEO of Amplifon Ltd"The 5 Chair experience is powerful. After reading the book you feel more equipped, excited even, to manage your daily behaviours and conversations in a completely new way, both at work and at home. It's a real game changer."David Trickey CEO at TCO International and Partner at Viral Change TM"Louise's groundbreaking book is for anyone who is interested in bringing more empathy, emotional intelligence and consciousness into their career (and into their daily life). The examples in this insightful book are practical and easy to integrate, and it's a must-read for anyone who wants to be an inspiring and more effective Leader."Ellen Looyen, Bestselling Author, "Branded for Life!"
Practical strategies to develop your emotional intelligence for career success Emotional intelligence refers to your skill at identifying and effectively responding to what you, and the people around you, are thinking and feeling—and it's especially important in professional settings. Emotional Intelligence in the Workplace is your guide to developing your emotional intelligence, with actionable advice and exercises that help you make empathetic decisions, manage stress, resolve conflict, and maintain productive working relationships. Emotional Intelligence in the Workplace includes: The power of connection—Learn why emotional intelligence is so critical for collaboration and success, along with easy ways to practice self-awareness, develop flexibility, read a room, and more. Real-world examples—Find anecdotes and example scenarios that show you the techniques in action and explain how they help build reputation and trust. Ways to grow and thrive—Discover how increased emotional intelligence opens doors for new opportunities and career advancement. Explore what it means to be emotionally intelligent and actionable ways to apply it for professional success.
From best-selling relationship expert comes a common-sense guide to help you and your partner increase your emotional intelligence, teaching you practical ways to express your feelings and strengthen your relationship. What makes a relationship healthy? Most men and women will respond that it's good communication to be able to openly express their own thoughts and feelings, and to better understand their partner's. Emotional Intelligence for Couples explains basic principles of emotional intelligence to equip you with common-sense ways to express your feelings, allowing you to enjoy greater intimacy, clearer communication, and a deeper connection than you have ever known. Discover answers to questions like: What actions and behaviors will make our relationship healthier? How can we practice healthy arguing and recognize healthy anger? How can we prevent our criticism, manipulation, and blame games? Why do I need personal boundaries?
This book is dedicated to helping you explore the various components of emotional intelligence and show you how you can improve at each of them.
"Includes a new & enhanced online edition of the world's most popular emotional intelligence test."
Drawing on cutting-edge research, friends and Harvard collaborators Daniel Goleman and Richard Davidson expertly reveal what we can learn from a one-of-a-kind data pool that includes world-class meditators. They share for the first time remarkable findings that show how meditation - without drugs or high expense - can cultivate qualities such as selflessness, equanimity, love and compassion, and redesign our neural circuitry. Demonstrating two master thinkers at work, The Science of Meditation explains precisely how mind training benefits us. More than daily doses or sheer hours, we need smart practice, including crucial ingredients such as targeted feedback from a master teacher and a more spacious worldview. These two bestselling authors sweep away the misconceptions around these practices and show how smart practice can change our personal traits and even our genome for the better. Gripping in its storytelling and based on a lifetime of thought and action, this is one of those rare books that has the power to change us at the deepest level.
A toolkit for mastering the personal characteristics and social abilities of emotional intelligence (EQ) to manage conflict and develop teamwork
Emotional Intelligence Does IQ define our destiny? Daniel Goleman argues that our view of human intelligence is far too narrow, and that our emotions play a major role in thought, decision making and individual success. Self-awareness, impulse control, persistence, motivation, empathy and social deftness are all qualities that mark people who excel: whose relationships flourish, who are stars in the workplace. With new insights into the brain architecture underlying emotion and rationality, Goleman shows precisely how emotional intelligence can be nurtured and strengthened in all of us. Working with Emotional Intelligence Do you want to be more successful at work? Do you want to improve your chances of promotion? Do you want to get on better with your colleagues? Daniel Goleman draws on unparalleled access to business leaders around the world and the thorough research that is his trademark. He demonstrates that emotional intelligence at work matters twice as much as cognitive abilities such as IQ or technical expertise in this inspiring sequel.
Since the release of the very successful first edition in 2001, the field of emotional intelligence has grown in sophistication and importance. Many new and talented researchers have come into the field and techniques in EI measurement have dramatically increased so that we now know much more about the distinctiveness and utility of the different EI measures. There has also been a dramatic upswing in research that looks at how to teach EI in schools, organizations, and families. In this second edition, leaders in the field present the most up-to-date research on the assessment and use of the emotional intelligence construct. Importantly, this edition expands on the previous by providing greater coverage of emotional intelligence interventions. As with the first edition, this second edition is both scientifically rigorous, yet highly readable and accessible to a non-specialist audience. It will therefore be of value to researchers and practitioners in many disciplines beyond social psychology, including areas of basic research, cognition and emotion, organizational selection, organizational training, education, clinical psychology, and development psychology.