Here's how you can use emotional intelligence to foster strong relationships with stakeholders.

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Public administration involves managing relationships with a diverse range of stakeholders, from citizens to government officials. Emotional intelligence (EQ), which encompasses the ability to recognize, understand, and manage emotions, is a critical skill in this context. By leveraging EQ, you can navigate complex social networks, anticipate reactions, and foster an environment of mutual respect and understanding. This article will guide you through using emotional intelligence to strengthen your stakeholder relationships, ensuring your initiatives are met with cooperation rather than resistance.

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Josbertini Clementino

Especialista e Consultor em RelGov l Gest?o de Projetos e Stakeholders l Políticas Públicas l Consultoria em Rela??es…
Valentino L.

Leader | Mentor | Operations Professional

1 Know Thyself

Before engaging with stakeholders, it's crucial to have a deep understanding of your own emotions. Self-awareness allows you to recognize your strengths and weaknesses, and how your emotional state can influence interactions. By managing your emotions proactively, you can approach discussions with clarity and composure, setting a positive tone for the conversation. This self-regulation not only helps in maintaining professionalism but also models the emotional maturity you wish to see in your stakeholders.

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Valentino L.

Leader | Mentor | Operations Professional
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In order to build trust and rapport with others, it is important to demonstrate empathy. Take the time to listen to your stakeholders, not only to their words, but also to their emotions and underlying messages. Reframe their concerns in a way that shows you understand them. The key to avoiding conflicts with stakeholders is to effectively manage your own emotions. When confronted with challenging or confrontational situations, stay calm and composed.

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Josbertini Clementino

Especialista e Consultor em RelGov l Gest?o de Projetos e Stakeholders l Políticas Públicas l Consultoria em Rela??es Institucionais e Governamentais l Conselheiro de Administra??o IBGC l Regulatório l Advocacy
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Ao entender como suas emo??es podem ser percebidas pelos outros, o líder pode ajustar sua comunica??o para garantir que sua mensagem seja recebida de forma clara e eficaz. A autoconsciência facilita a constru??o de relacionamentos mais fortes e duradouros, pois o líder demonstra empatia e compreens?o pelas perspectivas dos outros.

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Kassime Toure, MSc-Eng, CCM, PMP

Division Manager @ City of Houston | Certified Construction Manager, PMP
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Here's how I apply Emotional intelligence (EI) in stakeholder management: 1-Active Listening and Empathy Build trust by actively listening to stakeholders and understanding their needs. 2-Manage Emotions and Remain Composed Maintain calmness in high-pressure situations to reassure stakeholders and foster a positive environment. 3-Adapt Communication Styles Tailor your communication to meet stakeholders' preferences for more effective interactions. 4-Build Rapport through Genuine Interaction Establish trust by investing time in personal interactions with stakeholders. 5-Solicit Feedback and Act on It Encourage stakeholder input to show you value their perspectives and strengthen relationships.

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2 Empathy Matters

Empathy is the cornerstone of emotional intelligence when it comes to stakeholder relationships. It involves the ability to put yourself in someone else's shoes and understand their perspective. By showing genuine interest in their concerns and viewpoints, you create a foundation of trust. This trust is essential for collaboration and finding common ground, even when interests diverge. Remember, empathetic communication is not about agreement but about respect and understanding.

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Josbertini Clementino

Especialista e Consultor em RelGov l Gest?o de Projetos e Stakeholders l Políticas Públicas l Consultoria em Rela??es Institucionais e Governamentais l Conselheiro de Administra??o IBGC l Regulatório l Advocacy
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A empatia nos ajuda a enxergar os conflitos sob diferentes angulos, facilitando a busca por solu??es que atendam aos interesses de todos os envolvidos. Ao demonstrar que compreendemos e respeitamos as perspectivas dos outros, construímos um ambiente de confian?a mútua, essencial para a colabora??o.

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Michael (Mike) Johansson, MA

Director of Communications and Engagement; broad experience in communication, marketing, PR, social media & change mgt; teacher (& student) of curiosity, creativity, critical thinking; Dad; sailor ... sometimes
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Work on empathy – both personal and organizational. It can be easy to get caught up in your work and focus in ways that you forget that you’re an organisation doing work for other humans. The empathy “switch,” if you like, can be turned off or at least not be as present as it should be. Work on your own empathy and that of your team. Remind yourselves that on the other side of everything you say or do is a human being – a human with hopes, fears and a wish to see things done right. Then make a point of looking for opportunities to demonstrate this empathy – in the language you use in public-facing communications or in-person opportunities in the community.

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3 Active Listening

Active listening is more than just hearing words; it's about fully comprehending the message being conveyed. This means paying attention not only to the spoken words but also to non-verbal cues such as tone and body language. By actively engaging in what stakeholders are saying, you demonstrate that you value their input, encouraging openness and honesty. This can lead to more productive dialogues and a clearer understanding of stakeholder needs and expectations.

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Josbertini Clementino

Especialista e Consultor em RelGov l Gest?o de Projetos e Stakeholders l Políticas Públicas l Consultoria em Rela??es Institucionais e Governamentais l Conselheiro de Administra??o IBGC l Regulatório l Advocacy
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Ao mostrar que estamos atentos e interessados no que o outro tem a dizer, demonstramos que valorizamos sua opini?o e contribui??o. Um ambiente onde as pessoas se sentem ouvidas e valorizadas é um ambiente de confian?a, o que facilita a colabora??o e a resolu??o de conflitos.

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4 Constructive Feedback

Providing feedback is a delicate task that requires a balance between honesty and tact. When offering critiques or suggestions, do so with a focus on improvement and support. Be specific about what can be enhanced and why, and always offer a pathway to a solution. This approach not only helps in maintaining positive relations but also empowers stakeholders to make constructive changes without feeling attacked or undervalued.

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Josbertini Clementino

Especialista e Consultor em RelGov l Gest?o de Projetos e Stakeholders l Políticas Públicas l Consultoria em Rela??es Institucionais e Governamentais l Conselheiro de Administra??o IBGC l Regulatório l Advocacy
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é fundamental ser sincero ao fornecer feedback, mas sem ferir a autoestima da pessoa. A crítica construtiva deve ser apresentada de forma respeitosa e com o objetivo de ajudar, e n?o de humilhar. O feedback deve ser direcionado para o crescimento e o desenvolvimento da pessoa, oferecendo um caminho claro para a melhoria.

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5 Conflict Resolution

Inevitably, conflicts will arise. Your emotional intelligence is particularly important in these moments. Approach conflicts with a calm demeanor and an open mind, seeking to understand the root causes rather than assigning blame. Use your EQ to navigate the emotions at play and guide the conversation towards a resolution that acknowledges everyone's concerns. This not only resolves the immediate issue but also strengthens the relationship for future interactions.

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Josbertini Clementino

Especialista e Consultor em RelGov l Gest?o de Projetos e Stakeholders l Políticas Públicas l Consultoria em Rela??es Institucionais e Governamentais l Conselheiro de Administra??o IBGC l Regulatório l Advocacy
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Ao manter a calma e a empatia, é possível evitar que o conflito se agrave e cause danos maiores aos relacionamentos. A comunica??o aberta e honesta, baseada na empatia e no respeito mútuo, é fundamental para resolver conflitos de forma construtiva.

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6 Continuous Engagement

Building relationships with stakeholders is an ongoing process. Regularly check in with them, provide updates on projects, and solicit their feedback. This continuous engagement shows that you value their involvement and are committed to maintaining a connection beyond specific transactions. It fosters a sense of community and partnership, which can be incredibly beneficial when new initiatives or challenges arise.

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Here's how you can use emotional intelligence to foster strong relationships with stakeholders.

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2

3

4

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1 Know Thyself

2 Empathy Matters

3 Active Listening

4 Constructive Feedback

5 Conflict Resolution

6 Continuous Engagement

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