You're a field service engineer facing a new work environment. How can emotional intelligence help you adapt?

1 What is EI and why is it important?

EI is not just about being empathetic or sensitive. It is a complex set of competencies that enable you to perceive, express, understand, and regulate emotions in yourself and others. EI can help you improve your communication, collaboration, problem-solving, and decision-making skills, which are essential for field service engineering. EI can also help you reduce stress, increase motivation, and boost customer satisfaction. According to a study by the Harvard Business Review, EI accounts for nearly 90% of what sets high performers apart from their peers.

2 How to assess your EI level?

Before you can improve your EI, you need to know your current level and identify your strengths and weaknesses. There are various tools and tests that can help you measure your EI, such as the Emotional Quotient Inventory (EQ-i), the Mayer-Salovey-Caruso Emotional Intelligence Test (MSCEIT), or the Six Seconds Emotional Intelligence Assessment (SEI). These tools can provide you with feedback on different aspects of EI, such as self-awareness, self-regulation, social awareness, and relationship management. You can also ask for feedback from your colleagues, managers, or customers to get a more objective perspective on your EI skills.

3 How to improve your EI skills?

Once you have assessed your EI level, you can work on developing your EI skills through various strategies and practices. For example, self-awareness involves monitoring your mood, stress level, and energy level throughout the day and adjusting accordingly. Self-regulation involves managing your emotions and impulses and expressing them appropriately. Social awareness entails understanding the emotions and needs of others and responding accordingly. And relationship management centers around building and maintaining positive relationships with others. All of these strategies can help you enhance your EI in a new work environment. For instance, if you feel frustrated or anxious, take a break, breathe deeply, or listen to some music to calm yourself down. If you encounter a technical problem or a difficult customer, don't panic or lash out; instead, focus on the solution and the desired outcome. If you notice that your customer is confused or unhappy, ask them questions, listen actively, and acknowledge their feelings. Finally, if you have a disagreement or misunderstanding with your colleague or manager, don't avoid or escalate it; address it respectfully and seek a win-win solution.