Master Emotional Intelligence
Training To Enhance Workplace Interactions
Unlock Success Skills
Boost your professional & personal success and improve your life and career prospects.
Master EQ
Learn self-awareness, empathy, and assertiveness so you can excel in a variety of situations.
Career Advancement
Increasing your EQ can lead to better relationships, more job satisfaction, and faster professional growth.Refine your communication skills by learning to harness your emotional intelligence with one of the UK's most acclaimed management training courses.
Why Choose This Training?
More Than Just A Course Of Lectures
What gets in the way of developing and holding on to new communication skills are old habits of thinking and speaking. Even if the advice is very good the reason why it rarely sticks are the mental habits people inevitably revert to, especially under pressure.
Unlearning those old habits and internalising a more effective and lasting approach to communication needs more than a short course of lectures on how to do it.
What Makes This Training Stand Out?
What makes this training stand out is the exceptional support through one-to-one coaching sessions and continuous feedback. Changing behaviour is not an easy task as old habits are hard to break.
With a 40-year track record we can help you cultivate practical skills, and build your confidence to so you can successfully navigate real-world challenges, ensuring lasting behavioural improvements.
Testimonials
Join thousands of participants getting results
"What I love about this course is that I didn't just learn about the topic, this course is about ME. I'm confident I can reliably use my new skills, even when under pressure".
"A lesson for life! The power of effective communication is incredible when one masters the skills "listening with empathy" and "speaking assertively"
Clients We Have Worked With
Well-known companies who have used this course again and again, over many years
Course Summary
Training Objectives
This course is designed to help you develop emotional intelligence. The training focusses on improving your self-awareness, emotional awareness and relationship management, so that you embed emotional intelligence into your every-day interactions with other people in your workplace. The applications for these skills include a wide variety of everyday situations, scenarios and relationships, including lots of occasions you'll encounter at work.
Develop Your Emotional Intelligence
You will learn a set of powerful emotional intelligence communication techniques so that you can manage difficult conversations, handle challenging situations, build relationships and set firm boundaries.
Transferable Skills
The goal of this training is to equip you with the tools they need to build strong, lasting relationships in your professional life, although because these skills are so transferable many clients report vast improvements in their personal relationships as well.
Develop Skills
This is a skills development rather than just a theoretical programme, so the emphasis throughout will be on you taking turn after turn, practising your skills, while receiving feedback and coaching about your effect on others.
Repeated Practice and Feedback
In your coaching sessions you will be helped to practise dealing with the kinds of situation you find challenging, again and again, until you are confident you can do it successfully.
Video Analysis
We'll combine practical, hands-on experience with video replay and analysis and discussion of the principles involved to help you gain both skills and understanding. Special attention is paid to your individual training needs, so you can practise your skills in real-life situations that you have to handle at work.
Sustained Change
That's why as well as your place in a small group, this training includes a generous amount of private and confidential one-to-one coaching sessions online, spread over several months, ensuring an exceptional level of support. This will ensure the changes you make are sustained over a longer period of time and any obstacles are overcome. Choose between online training available worldwide, or in-person face-to-face courses in the UK.
Course Dates and Price
For a list of upcoming course dates (for online coaching and face-to-face training), the locations of the next 3-day public courses in the UK and pricing Click here.
Free Initial Session
This initial coaching session serves as an introduction to the "Skills with People" course, allowing you to understand the course's relevance and effectiveness for your specific needs before committing to it.
Introduction
Do you ever wonder why some people seem to effortlessly sail through life's challenges, while others struggle to stay afloat? The answer may lie in their emotional intelligence (EI). EI is the ability to recognise, understand and manage our own emotions and those of others.
It plays a crucial role in personal and professional success, with research consistently showing that high EQ is associated with better workplace performance. In this blog post, we'll delve deeper into what EI is all about, its importance in the workplace, how to develop it and more. So let's get started!
Understanding Emotional Intelligence
Emotional Intelligence (EI), also known as EQ, is the ability to understand and manage our own emotions while also being empathetic towards others, making it an essential skill in both personal and professional settings.
Definition And Explanation Of Emotional Intelligence (EI)
Emotional intelligence (EI) refers to the ability to recognize and manage our emotions, as well as understand those of others. It's an essential skill that goes beyond IQ and technical competencies in personal and professional life. EI comprises five components: self-awareness, self-regulation, motivation, empathy and social skills.
Self-awareness is about identifying one's emotions consciously. Self-regulation involves controlling urges, emotions or impulses in a constructive way. Motivation is the driving force behind emotional intelligence - setting goals with enthusiasm and willingly accepting setbacks when needed. Empathy means understanding another person's feelings from their perspective while social skills mean interacting effectively with others according to sensed power dynamics while also deciphering unspoken language cues such as body language or tone of voice.
Importance Of Emotional Intelligence In Personal And Professional Life
Emotional Intelligence, or EI, holds great significance in both personal and professional life. Individuals with high levels of EI are better equipped to handle stress and manage their emotions effectively. They also possess the ability to empathise with others and build strong relationships based on mutual trust and respect.
In a business setting, Emotional Intelligence is particularly valuable for managers who need to lead by example whilst cultivating positive team dynamics. By developing greater self-awareness, mastering emotional regulation techniques, improving communication skills, building empathy and social intelligence competencies such as conflict resolution and decision making - leaders can create an inclusive work environment where employees feel supported in their roles. The right training alongside these skills can be used to extensively enhance teamwork camaraderie within a company's culture.
The 5 Components Of Emotional Intelligence
Emotional Intelligence comprises of five key components: self-awareness, self-regulation, motivation, empathy and social skills. Self-awareness involves the ability to recognise one's own emotions and how they impact others. It is about understanding personal values and beliefs and being transparent about them with others. Self-regulation allows individuals to manage their emotional reactions in order to maintain focus on the task at hand, avoid impulsive behaviour or negative outbursts that may undermine work relationships.
Motivation is an intrinsic drive towards achieving goals, taking initiative even in difficult situations. Empathy refers to the ability of individuals to understand other people's perspectives as well as how they are feeling so as to respond appropriately. Empathy enhances interpersonal relationships by teaching people how best they can connect with one another.
Lastly, Social Skills refer to how well individuals communicate ideas across teams or functions effectively in a professional setting. People who possess these traits tend toward strong leadership roles within organisations where they excel at collaboration and driving outcomes that benefit everyone involved through clear communication channels that foster cooperation among units/departments with diverse objectives.” Developing Emotional Intelligence takes time but engaging EQ training modules will help you improve your EI quickly whilst providing ongoing support for all its participants!
Self-awareness
Self-awareness is the ability to recognize and understand one's own emotions, thoughts, and behaviors. This is an essential component of Emotional Intelligence (EI), as it allows individuals to identify their strengths and weaknesses, as well as areas for improvement. In a business setting, self-awareness can help leaders effectively manage their teams by recognizing how their actions affect others.
Developing self-awareness involves regularly reflecting on one's feelings and behaviors in order to gain insight into their impact on others. This can involve seeking feedback from colleagues or engaging in mindfulness practices such as meditation or journaling. By cultivating self-awareness, individuals can enhance their emotional intelligence skills and become more effective leaders in the workplace.
Self-regulation
Self-regulation is a fundamental component of emotional intelligence that involves the ability to manage one's emotions and behavior effectively. It enables individuals to control their impulses, resist temptations, and adapt to changing circumstances without losing their composure. In business settings, self-regulation can help employees maintain focus under pressure, stay calm in challenging situations, and make better decisions based on rational thinking rather than emotions.
Developing self-regulation requires awareness of one's own emotional triggers and developing strategies to manage them. This could involve adopting mindfulness practices such as deep breathing exercises or meditation, setting clear boundaries around personal time and work-life balance, or seeking support from mentors or coaches who can provide constructive feedback. By honing the skill of self-regulation through training programs like EQ training or resilience training, managers can set an example for their team members by demonstrating how they handle themselves during high-stress situations with grace and poise.
Motivation
Motivation is a vital component of emotional intelligence that enables individuals to set and achieve their goals. It relates to the inner drive, determination, and passion that keeps one going even amidst challenges. With motivation, individuals are better able to overcome obstacles and persist in their pursuit of success.
In a business setting, employees who possess strong motivational skills can be highly beneficial for the organization's growth as they remain committed and driven towards achieving organizational goals. They are also more likely to take on new challenges, seek opportunities for improvement and innovation which ultimately leads to enhanced productivity and job satisfaction. Emotional Intelligence (EI) training can help individuals develop self-motivation as part of enhancing overall EI competencies such as self-awareness, social skills, empathy among others.
Empathy
Empathy is the ability to understand and share the feelings of others. In terms of emotional intelligence, empathy involves both recognizing other people's emotions and responding appropriately to those emotions. It's a crucial component for building strong relationships, particularly in business settings where communication and teamwork are essential.
Managers who possess empathy can better connect with their employees, which creates a more positive work environment. They're able to show compassion when an employee is going through a tough time or offer genuine congratulations when someone achieves something great. This approach can lead to greater job satisfaction among employees, increased trust between managers and staff, and ultimately better results for the company as a whole.
Social Skills
Social skills are a fundamental component of Emotional Intelligence (EI) and play a vital role in establishing successful relationships within the workplace. Being socially aware means having the ability to understand other people's emotions, thoughts and beliefs, which is critical in building lasting relationships with colleagues. It involves communicating effectively, handling group dynamics efficiently, negotiating conflicts with tactfulness and empathy.
Developing social skills can enhance your networking abilities by being more attuned to social cues and non-verbal signals at business events. This skill also allows you to build rapport easily with clients or stakeholders by understanding their emotional responses better. Improving your social intelligence could make you a more effective leader since it helps identify individual strengths within your team and guide them towards collective success through collaboration rather than competition.
The Benefits Of Emotional Intelligence (in The Workplace)
Emotional Intelligence (EI) in the workplace can lead to better communication, stronger relationships, improved leadership and decision-making abilities, higher job satisfaction and performance, and increased resilience. Discover how developing your EI skills can transform your working life.
Better Communication
Effective communication is a vital component of any successful business. Emotional intelligence plays a significant role in helping individuals communicate better with their colleagues, clients, and superiors. By understanding and regulating one's emotions, an emotionally intelligent individual can express themselves clearly and respectfully while actively listening to others.
Emotionally intelligent individuals are also adept at recognising nonverbal cues such as body language, tone of voice, and facial expressions that often accompany verbal communication. They use this skill to understand the underlying emotions behind what someone is conveying and respond accordingly. Ultimately, this leads to more meaningful conversations and connections within teams which increases productivity in the workplace.
Stronger Relationships
Developing emotional intelligence can lead to stronger relationships in the workplace. By becoming more self-aware and empathetic, individuals are able to better understand their colleagues’ perspectives and respond appropriately. This leads to improved communication, collaboration and teamwork.
Furthermore, strong emotional intelligence helps leaders build trust with their team members by showing genuine care, empathy and understanding. As a result, employees feel valued and supported which improves morale and job satisfaction. EQ training for managers can help them learn how to cultivate empathy within themselves as well as inspire it in others leading to even stronger relationships amongst team members.
Effective Conflict Resolution
When conflicts arise in the workplace, they can cause disruption, tension and reduced productivity. However, individuals with high emotional intelligence are better equipped to handle such situations effectively. They can remain calm under pressure, listen actively to others' perspectives and take appropriate steps to resolve the issue.
Effective conflict resolution involves understanding what is causing the conflict and developing strategies to address it. It also requires good communication skills and an ability to manage emotions effectively. By nurturing these qualities through Emotional Intelligence training or personal development activities, individuals can become skilled at resolving conflicts in a way that benefits everyone involved.
Improved Leadership
Improving leadership is one of the benefits of emotional intelligence in the workplace. Leaders with high EQ are better equipped to manage stress, communicate effectively and build stronger relationships with their team members. They also possess a deep understanding of their own emotions and behaviour which helps them respond better to complex situations.
Leaders who focus on improving their emotional intelligence can enhance their decision-making abilities, provide guidance for others and inspire creativity within teams. They exhibit strong self-awareness, empathy and social skills that enable them to lead effectively during challenging times. Ultimately, leaders who prioritize developing their emotional intelligence stand out as valuable assets to any organization because they foster a positive work environment where people feel valued and empowered to thrive.
Enhanced Decision-making And Problem-solving Ability
Enhanced emotional intelligence is a game-changer when it comes to decision-making and problem-solving ability in the workplace. Individuals with high EQ are better equipped to manage their emotions, remain calm under pressure and make rational and informed decisions without being clouded by bias or negative emotions. This means they can navigate difficult situations effectively, identify problems promptly and develop creative solutions that benefit everyone involved.
Moreover, individuals with advanced empathy skills tend to have a more nuanced understanding of other people's viewpoints, feelings and needs which makes them exceptional collaborators. They are able to anticipate potential conflicts before they arise and find ways to address conflicting perspectives respectfully while keeping everyone focused on shared goals. These abilities ultimately result in improved team collaboration, enhanced communication channels and higher productivity levels for the business as a whole.
Increased Resilience And Adaptability
Developing emotional intelligence enables individuals to increase their resilience and adaptability in the workplace. Resilience is a critical attribute that helps employees cope with challenges, setbacks, and stressful situations. With enhanced emotional intelligence, one can develop greater self-awareness and self-regulation skills that enable them to handle high-pressure situations effectively.
Additionally, by cultivating empathy towards others' perspectives and feelings, it becomes easier to build stronger relationships with colleagues or clients. These interpersonal connections create a supportive working environment where individuals can bounce back from setbacks quicker while adapting to changes in the workplace more efficiently. Ultimately increased resilience promotes better job satisfaction leading to higher employee retention rates -an important factor for any company's success.
Higher Job Satisfaction And Performance
One of the key benefits of emotional intelligence in the workplace is higher job satisfaction and performance. By developing awareness, empathy, and social skills, employees are able to build stronger relationships with their colleagues and better understand their own emotions. This can lead to increased motivation, engagement, and overall job satisfaction.
Additionally, research has shown that individuals with high emotional intelligence tend to perform better at work. They are often more effective problem solvers, decision makers, and communicators. By managing their own emotions effectively and understanding those of others, they are able to navigate complex situations with confidence and ease leading to better performance on all fronts. Employers who invest in EQ training for their workforce typically see an improvement in employee retention rates due to reduced stress related turnover as well as a boost in productivity levels resulting from happier employees who feel valued by the company culture.
Better Social Intelligence
Improving social intelligence is crucial for any individual who intends to succeed in business, as it helps them navigate complex social situations and build better relationships with colleagues, clients and customers. By developing this aspect of emotional intelligence, professionals can become more adept at reading body language, interpreting verbal cues, and adapting their communication style to get the best results.
A highly socially intelligent person is capable of building rapport easily and making others feel comfortable around them. They are also skilled in managing conflict effectively by understanding different perspectives and taking a collaborative approach. This ability is critical when working on team projects or leading large groups of people because they will have an easier time inspiring teamwork and cooperation among members. In summary, investing time into developing one's social intelligence will pay dividends not only in personal life but also in professional endeavors.
Developing Emotional Intelligence
Developing emotional intelligence requires a range of skills such as self-awareness, mindfulness, communication, managing emotions effectively and building empathy.
Emotional Intelligence Training
Emotional intelligence training is a vital component of personal and professional development. It enables individuals to recognise their emotions, understand the impact they have on others, and manage them effectively. These skills are invaluable in the workplace as they lead to improved communication, stronger relationships, effective conflict resolution, and enhanced decision-making ability.
Through emotional intelligence training programmes, individuals can learn how to cultivate self-awareness and mindfulness. They can also improve their communication skills, manage emotions effectively, build empathy towards colleagues or clients/customers needs/feelings ,and seek feedback from others so that they can continue learning and developing these important skills in themselves while also helping others grow too. EQ training for managers has become increasingly popular due to its effectiveness in promoting better leadership styles through coaching employees by building an environment conducive for everyone's growth based on understanding one another's individuality within the context of work culture.
Cultivating Self-awareness And Mindfulness
Cultivating self-awareness and mindfulness are essential components of developing emotional intelligence. Self-awareness involves understanding one's emotions, strengths, weaknesses, values, and beliefs. Mindfulness is the practice of being fully present in the moment without judgment.
By cultivating self-awareness and mindfulness, individuals can increase their ability to manage their emotions effectively, which leads to better decision-making and problem-solving abilities at work. Additionally, it helps build empathy towards others by understanding how our actions impact those around us. Overall, developing these skills will lead to higher levels of emotional intelligence that can help individuals navigate workplace dynamics more effectively while enhancing personal growth too.
Improving Communication Skills
Improving communication skills is an essential aspect of developing emotional intelligence in the workplace. Effective communication helps to build better relationships, improve productivity and teamwork, and reduce misunderstandings that can lead to conflicts. One way to enhance communication skills is by actively listening to others, understanding their perspective, and responding appropriately.
Another effective approach is through clear and concise writing. Business professionals must write with clarity to convey information effectively. They need to use appropriate language for their audience (internal or external), avoid jargon or technical terms that may be unfamiliar or misunderstood, and stick to one idea per sentence. By improving their written communication skills, businesses can ensure that their messages are received accurately while avoiding miscommunication or confusion among colleagues and clients alike.
Managing Emotions Effectively
Managing emotions effectively is a crucial component of emotional intelligence in the workplace. It involves understanding one's own emotions and using that knowledge to control reactions, thoughts and behaviours to better manage situations. This skill empowers an individual to be more self-aware and less reactive, thus improving their relationships with colleagues or clients.
Effective emotion management improves decision-making by reducing impulsive behaviour during times of stress. While some may see it as suppressing emotions, effective management often means acknowledging them before they lead to inappropriate actions or words. Overall, managing emotions ensures smoother interactions with others while remaining authentic and professional.
Building Empathy
Building empathy is a critical component of emotional intelligence that allows individuals to connect with colleagues, clients, and customers on a deeper level. This ability enables leaders to manage their teams effectively by understanding their employees' needs and concerns better. Empathy also provides an opportunity for businesses to create products or services that cater to the specific needs of their target market. Cultivating empathy requires active listening, reading body language cues, and demonstrating genuine interest in others.
As businesses continue to adopt remote working models due to the Covid-19 pandemic, building empathy has become even more crucial. Remote work brings about different challenges where emotional intelligence plays a significant role in addressing them. Virtual team-building activities can help develop empathy as they allow team members to interact outside of work-related issues and get to know each other on a personal level. A business owner or leader who possesses strong empathic skills tends towards greater success in today's fast-paced digital world where connecting with people meaningfully is vital for any venture's growth potential.
Seeking Feedback And Learning Opportunities
One of the most important aspects of developing emotional intelligence is seeking feedback and learning opportunities. This involves being open to constructive criticism from colleagues, managers, and even friends or family members. By actively seeking out feedback, individuals can gain a better understanding of their strengths and weaknesses, as well as areas for improvement.
In addition to seeking feedback, learning opportunities such as reading books on emotional intelligence or attending workshops and training sessions can be immensely beneficial. These types of activities can help individuals develop key skills like empathy and self-regulation while also providing practical strategies for applying these skills in a business setting. Ultimately, by prioritising ongoing learning and development around emotional intelligence, businesses can create an environment that supports healthy communication, strong relationships, effective leadership,and high performance outcomes.
Common Questions about emotional intelligence
Got questions about emotional intelligence? We've got answers! From assessing your own EQ to understanding different types of emotional intelligence, we'll cover it all. Keep reading to expand your knowledge and take the first step towards developing this essential skillset for personal and professional growth.
Assessing Emotional Intelligence
Assessing Emotional Intelligence is the process of evaluating an individual's ability to perceive and manage emotions in a given situation. This assessment can be done through various methods such as self-assessment, observer ratings, or psychometric tests. It is essential for businesses to assess their employees' emotional intelligence levels as it directly impacts their professional relationships and job performance.
One popular tool used for assessing emotional intelligence is the Emotional Quotient Inventory (EQ-i). The EQ-i evaluates individuals across five key areas: Self-Awareness, Self-Regulation, Motivation, Empathy, and Social Skills. By using this tool, businesses can identify potential gaps in employee's emotional intelligence abilities and provide training solutions tailored to meet those needs.
Recommended Resources
There are various resources available for professionals looking to develop their emotional intelligence. One great place to start is by reading books on the topic. Some of the most recommended titles include Emotional Intelligence 2.0 by Travis Bradberry and Jean Greaves, and The EQ Edge: Emotional Intelligence and Your Success by Steven Stein and Howard Book. These books offer practical advice on how to improve your emotional intelligence skills.
Another way to enhance your emotional intelligence in a professional setting is through training programs or workshops. Companies like EI Skills Group provide customized EQ training that can help managers cultivate empathy, resilience, communication skills, and social awareness in themselves and their teams. Such training not only benefits individuals but also helps build better work relationships between colleagues.
Finally, there are numerous online resources such as webinars, podcasts, and blogs that offer insights into developing emotional intelligence skills at work. MindTools offers several free resources including an emotional intelligence test where individuals can assess their EI levels while also providing tips on ways to improve them - this could be a great place to start!
Examples Of Emotional Intelligence In Action
Emotional intelligence can manifest in a variety of ways, all of which contribute to better personal and professional relationships. For instance, an emotionally intelligent business leader might take time to understand the diverse perspectives and needs of their team members so that they can effectively motivate and support them. They would also be able to communicate openly and cultivate trust with everyone involved.
In another example, conflict resolution is often handled more efficiently by emotionally intelligent people because they are capable of handling difficult conversations with empathy and grace. Rather than letting emotions take over, an emotionally intelligent negotiator will listen intently to both parties while ensuring that each person feels heard before working towards a solution that benefits everyone involved.
By taking these examples into account, it's easy to see how emotional intelligence skills can benefit businesses on every level - from creating productive work cultures to producing valuable outcomes for clients or customers. Through ongoing training and personal growth opportunities, individuals at every level can build their emotional intelligence skillset for greater success in all areas of life - not just the workplace.
Emotional Intelligence In The Workplace
Emotional Intelligence (EI) plays a crucial role in the workplace. When employees understand their emotions and those of others, they are better equipped to navigate complex situations with colleagues, clients and customers. Emotionally intelligent individuals can effectively communicate, diffuse potentially contentious situations before they escalate into conflicts or misunderstandings.
Additionally, an emotionally intelligent workforce promotes happier and more productive work environments. Employees who feel understood by their managers or executives tend to be more loyal and invested in the company's values, which leads to increased job satisfaction and motivation for higher performance levels at work. In turn, this raises overall productivity levels throughout all departments within the organization because it creates an atmosphere where everyone is working towards common goals rather than against each other - this is powerful stuff!
Different Types Of Emotional Intelligence
There are different types of emotional intelligence that individuals can possess. The two main types include ability-based and trait-based emotional intelligence. Ability-based emotional intelligence refers to an individual's capacity to recognize, express, and regulate emotions effectively. Trait-based emotional intelligence relates to a person's personality traits linked to their ability to identify and manage their feelings.
Another aspect of emotional intelligence is social-emotional intelligence (SEI). SEI focuses on how people interact with others in social settings, including communication styles, building relationships, reading non-verbal cues, and making decisions based on those factors. SEI plays a critical role in leadership positions where effective communication skills are vital for success in the workplace.
Overall, having different types of emotional intelligence allows individuals and companies alike to thrive within various work environments effectively. By understanding each type of EI more thoroughly and cultivating these skills using training programs or other techniques discussed above, leaders will ultimately create more productive workplaces while improving employee wellbeing at the same time.
So why wait? Start building your EQ today!
Emotional intelligence is becoming increasingly important for personal and professional success. By understanding the five components of emotional intelligence - self-awareness, self-regulation, motivation, empathy, and social skills - individuals can develop better communication, stronger relationships and improved decision-making abilities.
Emotional intelligence training offers a practical way to enhance your EI skills in the workplace while mindfulness practices can help cultivate self-awareness. Building empathy through seeking feedback and learning opportunities helps us connect with others on a deeper level.
With increased resilience and adaptability comes higher job satisfaction and performance leading to effective conflict resolution that strengthens leadership positions across organizations. With this knowledge, developing our emotional intelligence should be a top priority for all business professionals.
Emotional Intelligence FAQs
1. What is emotional intelligence and why is it important?
Emotional intelligence refers to a person's ability to recognize, understand and manage their own emotions as well as the emotions of others. It is an essential skill in interpersonal relationships, leadership roles and overall success in life.
2. Can emotional intelligence be learned or developed?
Yes, emotional intelligence can be learned and developed through practice, self-awareness exercises and seeking feedback from others. There are also courses and training programs available that focus on developing emotional intelligence skills.
3. What are some characteristics of emotionally intelligent individuals?
Emotionally intelligent individuals tend to have strong communication skills, empathy for others, the ability to handle stress effectively and exhibit good judgement when making decisions based on their emotions.
4. How can businesses benefit from promoting emotional intelligence among employees?
By promoting emotional intelligence among employees, businesses can foster a positive work environment with improved teamwork, conflict resolution abilities and employee satisfaction leading to increased productivity levels throughout the company. Additionally - creating a culture around empathy & compassion supports retention rates while supporting overall morale & job satisfaction for both new/seasoned workers alike!