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Handling emotions properly can help a business enjoy success

Leanne Hoagland-Smith. | Provided photo~Sun-Times Media

Leanne Hoagland-Smith. | Provided photo~Sun-Times Media

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February is considered a month of emotions. From the red hearts decorations to all the cards, flowers and gifts just waiting to be received on Valentine’s Day, February month is bursting with emotions.

When we examine any business, emotions are present because customers are human beings. As Spock from the “Star Trek” series observed numerous times, human beings are emotional creatures first. Yet, so often those in leadership and management roles within business fail to understand the emotions of their clients, their employees, their vendors and other stakeholders.

So how well does your business recognize and handle emotions?

Great customer service is all about emotions.

Sales, according to Zig Ziglar, is the “transference of feelings.”

A high performance culture is based on trust, which is another emotion.

Through the work of Daniel Goleman and others who built upon the initial work of Howard Gardner, there are now assessment tools to determine the emotional intelligence of your employees as well as yourself. Emotional intelligence is simply:

• Understanding your own emotions and the emotions of others (capacity)

• Managing your own emotions and the emotions of others (capability)

Imagine having a tool that can help you as the small business owner or Suite C Executive to better gauge the emotional capacity and capability of your employees. This tool can provide insight to confirm if you have the right person in a high velocity customer service, sales or even human resource position.

Other tools, such as DISC, also look at emotions through a behavioral lens. Then there is the science of neuro-linguistic programming, which explores non-verbal body language and how individuals can work with the emotional behaviors of others through observation of both the eyes and ears.

Unfortunately, the natural reaction in business is to avoid emotions, to shut them down instead of recognizing them and dealing with them. This avoidance leads to internal conflict and ultimately distrust from both internal customers (employees) and external customers (paying clients).

Yes it is difficult to have customers screaming at you through the telephone or in person. I know because I have been there. When I was in corporate, I had men telling me they wanted to speak with a man and not some woman. Instead of reacting negatively, I passed them onto my boss who was a man. He usually had to redirect them back to me because my knowledge was greater than his. If I had reacted with negative emotions, what do you believe would have been the end result?

Negative reactive emotions do not move any organization forward. Additionally, behaviors based on negative emotions may have those customers telling everyone they know your business is the last place anyone should visit.

Business success has always been centered around emotions. If your business is facing some new challenges or repetitive challenges, maybe it just may make sense to determine if emotions are the underlying factor and one that you may be ignoring?

During the month of February, this column will explore the impact of emotions for small to mid-size businesses. If you have any specific topics you would like addressed in the future, please let me know.

P.S. Shout Out – Lovings Cooling and Heating in Portage, brings years of quality and honesty to their clients as does Popa Heating in Highland.



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