You're a mid-career customer support professional. How can you develop your emotional intelligence?

1 Assess your EI level

The first step to improve your EI is to know where you stand. You can use online tools, such as the Emotional Intelligence Test or the Emotional Quotient Inventory, to measure your EI across different domains, such as self-awareness, self-regulation, motivation, empathy, and social skills. Alternatively, you can ask for feedback from your peers, managers, or customers, and reflect on how you react to different situations and emotions. Be honest and open-minded about your strengths and weaknesses, and identify the areas that need improvement.

2 Practice mindfulness

Mindfulness is the practice of paying attention to the present moment, without judgment or distraction. It can help you enhance your self-awareness, which is the foundation of EI. By being mindful, you can notice your thoughts, feelings, and sensations, and how they affect your behavior and interactions. You can practice mindfulness in various ways, such as meditation, breathing exercises, journaling, or simply taking a break from your screen and focusing on your surroundings. Try to practice mindfulness daily, even for a few minutes, and notice the difference in your mood and focus.

3 Expand your emotional vocabulary

Another way to boost your EI is to improve your emotional vocabulary. This means being able to name and describe your emotions accurately and precisely. For example, instead of saying "I'm angry", you can say "I'm frustrated", "I'm annoyed", or "I'm furious", depending on the intensity and cause of your emotion. Having a rich emotional vocabulary can help you express yourself better, understand your triggers, and regulate your emotions more effectively. You can expand your emotional vocabulary by reading books, watching movies, or using online resources, such as the Feelings Wheel or the Emotion Words List.

4 Empathize with others

Empathy is the ability to put yourself in someone else's shoes and understand their perspective, feelings, and needs. It's a crucial skill for customer support professionals, as it can help you build trust, rapport, and loyalty with your customers, as well as resolve conflicts and complaints more smoothly. To empathize with others, you need to listen actively, ask open-ended questions, show interest and curiosity, and validate their emotions. You also need to avoid making assumptions, judgments, or criticisms, and respect their differences and boundaries.

5 Seek feedback and learning opportunities

The last tip to develop your EI is to seek feedback and learning opportunities regularly. Feedback can help you gain insights into your performance, strengths, and areas for improvement. It can also help you adjust your behavior and expectations, and improve your relationships. You can seek feedback from your managers, peers, customers, or mentors, and use it constructively and positively. You can also look for learning opportunities, such as courses, webinars, podcasts, or books, that can help you enhance your EI skills and knowledge.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?