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Emotional index
The document discusses the importance of emotions in the workplace. It found that positive emotions among employees and good emotional control leads to higher work efficiency and sales. Managers must find ways to change emotions and increase positivity. Research showed that customers were more satisfied when employees actively engaged with them, showed interest in their needs, and recommended products in a helpful way. Trainings are needed to teach emotional competence and influence so that employees can better infect customers with positive emotions.
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Emotional index
- 1.
- 2. Human’s personality andimportance of feelings
- 3. Positive mood ofthe team
- 4. Competence of emotionalcontrol as a guarantee of efficient work of the company and high sales
- 5. Motivators of efficientwork– WHAT DO THEY FEEL?
- 6. Oxytocin infected employees:concentration on positivism and success • • • • • • • • •
- 7. Managers MUST ask:How to change the emotions? • • • • • • •
- 8. Emotional competence ofthe employee
- 9.
- 10. Personal emotions realization:WHAT DO I FEEL? • • • • • • •
- 11. Research results 39% 27% 23% 17% 17%15% 11% 10% 10% 7% 6% 5% 4% 4% 3% 3% 3% 1% 1% POSITIVE NEUTRAL NEGATIVE 41 % 20 % 39 % What emotional state was the shop assistant in who provide the service to you? 79% 58% 53% 47% Answered passively Showed indifference Was distracted with other questions Acted as a robot 76% 72% 46% 40% 38% Tried to choose the appropriate product Told about the products in details Was deeply interested in your situation Tried to keep the conversation going Actively proposed the products 87% 83% 77% 73% 64% Tried to choose the appropriate product Told about the products in details Was deeply interested in your situation Tried to keep the conversation going Actively proposed the products POSITIVE NEUTRAL NEGATIVE WHAT WAS THE EMPLOYEE DOING ?
- 12. Research results 66% 54% 46% 40% Passively answered yourquestions Demonstrated indifference Was distracted with other things Acted as a robot 83% 63% 58% 58% Passively answered your questions Demonstrated indifference Acted as a robot Was distracted with other questions 57% 52% 51% 38% Tried to choose the appropriate product Passively answered the questions Told about the products in details Was distracted with other questions NEUTRAL STATE CUSTOMERS MOOD DISSATISFACTION DISAPPOINTMENT Relationship between the actions of the employee and customer ‘s mood when leaving the department Relationship between the actions of the employee and customer ‘s mood when leaving the department 94% 88% 79% 71% 67% Tried to choose the appropriate product Told about the products in details Was deeply interested in your situation Tried to maintain the conversation Actively proposed theproducts of the store 100% 91% 91% 82% 82% Tried to choose the appropriate product Was deeply interested in the situation Told about the products in details Actively proposed the products of the store Tried to maintain the conversation 100% 100% 100% 100% Активно предлагал продукты банка Подробно рассказывал нюансы и процедуры оформления банковского продукта Пытлся поддерживать непринужденный разговор Старался подобрать нужный продукт EXCITEMENT CUSTOMERS MOOD GOOD MOODPLEASANT SURPRISE CRITICS (evaluations 1-6) 45% PASSIVES (evaluations 7-8) 25% PROMOTE RS (evaluations 9-10) 30% 8% 54% 91% 100% 100% 9% 35% 36% 9% 100% 91% 57% 10% EXCITEMENT PLEASANT SURPRISE GOOD MOOD NO EMOTIONS (NEUTRAL STATE) DISSATISFACTION DISAPPOINTMENT ANGER, EMBARASSEMENT CUSTOMERS MOOD Relationship between emotional state of the employee and customer, willingness to recommend the employee 45% 24% 15% 14% 14% Безразличный Спокойный Сдержанный Уставший Отчужденнный 51% 37% 26% 24% 16% Calm Confident Optimistic Reserved Open 50% 50% 33% 25% 24% Calm Confident Energetic Optimistic Easy-going PROMOTERS WISH TO RECOMMEND CRITICS PASSIVE
- 13. Oxytocin infection: concentrationon positive and success • • • • • • • • • • •
- 14. Employees MUST ask:How to change customer’s emotions? • • • • • • • • • •
- 15. We measure Emotionalinfluence
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- 17. Training topics: Мы проводимтренингиWe carry out the trainings
- 18.