Emotional Intelligence as Applied to Sales Essay

Emotional Intelligence as Applied to Sales - Essay Example In the first example, I went with three friends to have breakfast at a local pancake house. While a waitress position is often thought of as a service, it is important to remember that part of her job is selling a return visit. Our waitress met us with a pleasant attitude and projected friendliness. She seemed to immediately pick up on the individual mood of the person she was addressing and adjust her responses accordingly. This was done verbally as well as non-verbally through the use of expression and body movement. I felt welcome, familiar, and comfortable. Her level of service was excellent and she seemed to have a sense of what was needed and when it was needed. She refilled the coffee in a timely fashion at various points in the meal and checked at the appropriate times to see if we needed anything else. She also inquired shortly after we began to eat whether everything was all right. The order was correct and the food was on the same high level as the waitress. By observing this waitress and evaluating her service it became clear that she had a high degree of EI. This trait enabled her to anticipate our needs and follow the three golden rules of sales. She could adjust her communication to make you feel familiar. This was accomplished through slight verbal variations and facial expressions that felt warm and non-threatening. In addition, she had fulfilled her responsibility to the restaurant by selling a return visit and creating a repeat customer. The Tire Salesmen I had accompanied a friend of mine to a Wal-Mart store to get new tires installed on his car. Before we left the house, we gathered all the information we needed regarding the tire size and style that he wanted to purchase. At the store, there were two employees behind the counter that were simply standing there while we looked over the inventory. My friend had decided to get a tire one size larger than the tires that were on the car, which had come with minimum tires as a cost saving measure. We inquired about the location of the tires and the employee motioned in the area and said 'all the tires are over there'. He offered no assistance in explaining the various prices, styles, and applications for the tires. We finally located the tires we were looking for at an acceptable price. However, when we brought the car inside he said he couldn't sell them because Wal-Mart has a store policy of only selling and mounting the manufacturer's original size. They showed little if any compassion or emotions about our dilemma. His attitude was one of neglect and uncaring. His level of emotional intelligence was very low, and he was subsequently forced to violate the golden rules of selling. While we understood that he was following store policy, he didn't seem to care about the trouble we had gone through. The Carpet Installer I recently helped an acquaintance of mine move some furniture when she was having some new carpet installed in her home. She was having the whole house carpeted and it required shuffling furniture around as the installers worked. The installer had the foresight to make a visit to the home prior to installation to advise my friend on the sequence of rooms and where the furniture could be moved to as he progressed. This simple step was extremely helpful and

Solving Communication Problems: Reflective Essay

Solving Communication Problems: Reflective Essay PROBLEM SOLVING AMITA KHOWAJA JODY STONE Problems are at the center of which every day many people deal at their work. I got a chance to deal with a problematic event when I was on my shift, I was assigned with the client who was living with his family. My core responsibilities are to assist client in bath and in her daily living activities but the client want me to do house work and she want to take help from her daughter for the bath. The problem with this scenario is as per my job expectation I must assist client in all of her activities in order to make sure that the care she is receiving is safe and comfortable but my client is expecting from me to do more of the house work like vacuum, dust and wash the floor so that she will not feel like a burden on her son. The area for which she asked me to do housekeeping is mostly used by other family members. When I contact my supervisor, she advises me that my agency does not have a strict definition of light housekeeping but if I took any additional time to complete the work she cannot give me any extra wages for the additional time spend on the shift. So, I decided to solve this problem through problem solving process and I identify that the situation I am going through will affects me and my client because if I say no to my client it makes her upset and might be noncooperative with me which in future become a barrier in my communication level with the client as well as hinders in developing a therapeutic relationship with the client. If I say yes, then might be I will have required additional time and energy for it. Moreover, I will not be getting any extra wages for extra time. The situation will definitely make me concerned firstly, because the client want to take help from her daughter for her bath and I am not sure about the daughter willingness to give her bath furthermore, I am not sure if the daughter knows the skills, knowledge and techniques to give a safe and comfortable bath to the client. The time of the client bath may be a good time to do lot more observation and encouragement to make client independent as much as possible. The health care personals are well trained in performing that observations and encouragement. Client assessment starts from the scalp and proceed to the feet for any kind of abnormal skin condition, any lesions, swelling or any sign of altered circulation and then based upon that assessment appropriate interventions were planned. There is a lot more chances that the client daughter fail to do significant observations during the bath and missed any changes which risk the client health. My second concern is about client though ts that she doesnt want to feel like burden on her son so need to rule out the reasons behind it. The third concern is if I say yes to client for doing housekeeping then it will affect one of my social determinant of health that is employment and working condition. Intense working conditions and excessive hour of work cause me bodily pain, increase chances of injury and other physiological and psychological symptoms which ultimately affects my personal relationships. My client rather than asking her family members to do their home housekeeping she is asking me to do for her give me the impression that my client health determinant of social environment is also affected. Because of all these reasons I feel that the situation requires immediate attention to resolve the issue. I analyze the scenario and identify that the situation highlights the unknown, need to be identified problem where interventions are required to resolve the problem. The situation also highlights the affective problem where person emotions are significantly involved so my decision of saying no for housework to the client will greatly affect her emotions. According to Chaudhuri, A. (2014). A person job should be such that he/she can maintained a balance between important aspects of life. A person work should not increase stress level and he/she able to spend quality of time with family after job hours. On my end the scenario also highlights the work-related problem because my decision of saying yes hinders me in balancing my work and my family life.ÂÂ   Moreover, I also feel that there is an interpersonal communication gap between people involved in the scenario that are my client and her family members so, further digging is required in order to rule out the root causes of the p roblem. I will start handling the problem on my end by maintaining all the behavioral characteristics of communication and use the assertive style to reply my client. I will reply I can see that this is important to you, and it is also important to me as well. I am assigned here to deliver you as much as support but there are certain things which I cannot do such as vacuum, dusting of most of the area use by other family members. I understand that this will make you upset but we can talk more respectfully to each other to make the situation better for both of us. I appreciate if you discuss with me about what bothers you for not asking your family members to do the housekeeping of the house this will help me to resolve your problem. In this way, both of us maintained the respect and there is fewer chances of emotional outburst. I will further analyze the problem by asking questions from client about her family members to understand her family dynamics. I will ask the client about the education of her daughter to identify her literacy level, this will help me in understanding what level of teaching and information I need to deliver the daughter so that she can maintain safety of client during bath. I will ask the routine of her daughter to rule out her availability and willingness to give bath to the client. Moreover, I will ask client what kind of relationship other family members are having with my client and with each other, how frequently they sit together and spend time with each other, if my client want to share anything who is the most reliable person in the family with my client feel to share her problems and feelings this will help me understanding the social environment of the house. Additionally, I will ask client their source of income to identify the economic status of the family which will help me in sharing the option of hiring a housekeeper for few hours to do house work. I will develop an action plan to solve the problem by identifying several client needs for example as I was newly assigned staff with the client so she will be feeling anxious and worry working with me. In addition to it she is also facing difficulty communicating her true feelings and concerns with her other family members. There is also a need of division of household task among family members or need to hire any part time housekeeper for vacuum, dust and washing the floor. Besides, my clients daughter also need teaching about proper techniques of giving safe bath to the client. According to me the first priority is to reduce my client anxiety and apprehensions by properly orienting myself and my role, remain be calm and answer questions about the information which my client needed. This will create a positive significance and help in reassuring client that I am here to help her. In this way, my client move from negative emotional level to positive level and she feel comfortable and ready to work with health care member. My second priority is my client should get safe bath. My client want to take bath from her daughter so I will respect her decision and to complete this priority I will ask my client daughter if she is willing to give bath or not, if she is willing then I will have taught her all the safe techniques to be followed, and observation made about the client body for any kind of health-related issues during the bath. After teaching I, will supervise the daughter giving bath to my client to observe whether she is following the right techniques and p rovide feedback upon it. This will positively help in preventing my client from any health-related complications. My third priority will be to enhance communication among the family members. I will achieve this priority by focusing on my client by asking her questions about her children and other aspects of their personal lives, this give her message that I am interested in her as a people rather than as a client. Furthermore, encourage my client and her family members to be open to discuss issues, problems, thoughts and feelings with respect, love and trust. Spend quality time together so family relations become stronger and good communication will be enhanced among family members. They should equally and properly divide house work among each family members so burden will not be upon one member of the family. The positive consequence of good communication among family will help to efficiently cope with life challenges. I have chosen the above action plan because by doing proper assessment and observation during bath will help in early identification of health-related conditions and early consultation to the physicians, in this way my client physical health will be enhanced. By developing therapeutic relationship with client help client to adjust with change that is working with a new staff will enhance her emotional health. Additionally, good communication among family will also enhance emotional and social health by allowing self to cope with stress, help in learning, managing conditions and live in harmony. Mine occupational health will also be improved as I will get manageable work load. I will be evaluating my action plan by monitoring and discussing feedback with my client about the effectiveness of strategies that are discussed with the client and family members and their satisfaction level upon it. I will do conclusion by evaluating myself that what I have accomplished at the end and how this experience of solving problem develop me professionally. After resolving the scenario, I will report back to my supervisor about all the efforts that I have made to resolve the issues so that she can guide me about what I have done good and which aspects will be done differently in future. I will use my communication skills of pumping the negatives and owning to ask more about negative feedback which will give me more opportunity in order to modify my behaviors in future.

The Cuban Legend of the Owl and the Sijú Essay -- Urban Legends Siju

The Owl and the Sijà º The legend of "La lechuza y el sijà º" ("The Owl and the Sijà º") is a popular and old Cuban legend. I collected this legend on March 17th, when I first talked to Denise Corte, my co-worker at my campus job, about this particular class assignment. She is a Brazilian doctoral student whose thesis is based on a Cuban theater group. She traveled to Cuba to follow this theater group that primarily focuses their plays on Cuban legends. When she heard about my assignment she was enthusiastic, as her dissertation is based on the exploration of Cuban legends. She generously told me about a legend that she had included in her own work, concerning an owl and a sijà º, a nocturnal bird native to Cuba. This legend was told to her in Spanish, so she graciously translated it into English. The patakà ­n (legend of Yoruba) concerns the story of a beautiful, mysterious, and wise princess who lived in a very small country. After a war to expel a tyrant, it was proclaimed that all citizens would be equal. Anyone who wanted to put an end to tyranny would find a home in that land. One day, a traveler from a country enveloped in eternal darkness arrived in search of light. The princess saw him and thought he was sick. Confused, she asked her grandmother what to do: "Oye tres dà ­as al zunzà ºn, otros tres dà ­as al canario. La verdad solo tà º la sabes. El remà ©dio està ¡ en tus manos" ("Listen to the zunzà ºn for three days, and other three days to the canary. Only you know the truth. The remedy is in your hands") answered the grandmother. The princess did as recommended, but the only thing she heard was "mal de amor se cura amando" ("lovesickness is cured by loving"). The traveler also sought the old woman, received the same counsel, and heard ... ...n and achieving equality. Also, the legend focuses on how the truth lives on forever and can be heard only by those who are pure at heart. This is demonstrated by the tree of eternal truths, where the princess told the story about her lover, that would not seem "different than any other tree" to liars. This could lead to the interpretation that, despite the tyranny that they were suffering under, the slaves still had hope that their traditions and beliefs would last forever and would only be heard by those that would understand and appreciate them. Works Cited Ayorinde, Christine. Afro-Cuban Religiosity, Revolution, and National Identity. Gainsville: University Press of Florida, 2004 Brown, David. Santeria Enthroned. Chicago: The University of Chicago Press, 2003. Clark, Mary Ann. "Santeria." 2000. 09 Apr. 2005 http://sparta.rice.edu/~maryc/Santeria.

The Unforgiving Minute

The Unforgiving Minute Craig Mullaney definitely made many challenges for himself and accepted challenges from others with no questions asked. Being the thriving Valedictorian of his high school class and earning other prestigious accolades he stood out from the other entire student. But at West Point, Mullaney would be intertwined with hundreds of other classmates with the same, if not more achievements, making it seemingly impossible to be any kind of a predominant student. Mullaney learned from West Point not only strategies for battle, but also the reasons for someone to go into battle in the first place.Craig came from a strong Catholic upbringing being in a catholic school system where he went to confession routinely, â€Å"confessing all of the shortcomings that he faced during the week whatever it was, from losing a wrestling match to missing homework†, that had been taunting his conscience and where he was taught to â€Å"sanctify others, seeing even our enemies in t he image of god† Now he is being asked to do things that conflict those beliefs immensely, such as running a dummy attacker through with a bayonet, and he starts to question his situation, â€Å" I wasn’t sure that I wanted to be a warrior, a professional trained to kill†.So in search of an answer to his question he goes to the Catholic chaplain for better insight. The priest talked to him about believing in a just war, and that â€Å"war, although always horrible, is sometimes necessary to stop a greater evil†. This lesson that Mullaney received from the priest, would better break him in for his future experiences at West Point. But being at West Point strengthened his academics by its uniquely high physical and mental demand. Its demand to be active in a sport in which Craig chose Wrestling gave a harder challenge because of its incredibly strenuous practices and tough competition.Craig was an all state wrestler in high school but in West Point he was in ferior to most and had to fight hard to win any matches. The strict rules of West Point were bountiful and diverse from the public display of affection, to making your bed good enough to bounce a quarter off of it, all to make a disciplined and reliable cadet. As far as being a student goes, Mullaney was always learning especially when he went to West Point but also when he went to Ranger School.There he learned the fundamentals of leading a team trough the harshest of missions, whether it is cold, wet, the group is totally sleep deprived and exhausted he learned how to motivate and be the one who knows all the questions. Though sometimes he didn’t know the question such as when he got lost leading his platoon and had to perform the grueling exhausting task all over again which supported a lesson Ranger school taught him, â€Å"real roads never look as they did on a map†. What Ranger School taught Mullaney about being a soldier is, really, everything.From the disciplin e needed to burn the midnight oil for days straight while still being mentally sharp, to learning how to read maps. His leading skills were really put to the test though, when he had to guide his platoon through miles and miles of rugged terrain, while being responsible for their lives and having to keep track of them when they wonder off because of lack of sleep, and follow a lightning bug. While attending Oxford Mullaney broadened his academic horizons when he was at Lincoln college.He signed up for lectures of all sorts to see what the school had to offer. He said he learned more about drinking than anything and that it was a great transition from West Point, from everything being laid out and strict, to less demanding and stress. Well my experiences in high school didn’t have much of an impact on my leadership skills except in football. Being an upperclassman I was looked up to, and I took on that responsibility to make them into better football players.I took a few AP cl asses in high school to better prepare me for college and I know It helped me a lot with the transition by getting me familiar with reading a lot more and relying on myself to get things done that are laid out on the syllabus. ——————————————– [ 1 ]. The Unforgiving minute, A Soldier’s Education. Craig M. Mullaney (Penguin Books 2009). 30 [ 2 ]. The Unforgiving Minute. 30 [ 3 ]. The Unforgiving Minute. 30 [ 4 ]. The Unforgiving Minute. 106

America Today is More Unhappy Essay

America today is more disillusioned than back in the 1920’s. I believe that America today is more unhappy because of divorce rates, technology, and people being materialistic. Today in America everyone gets divorced now. I also believe that technology today drives people to become more distant from their family and friends. People being materialistic today in America has caused relationship problems. That is why I believe that America today is more disillusioned and unhappy than America in the 1920’s. People being materialistic causes America today to be so unhappy and disillusioned because the majority of people have to keep up with what’s new and always try to get the latest trends. Being materialistic has caused Americans to become greedy and also causes to ruin a lot of relationships. People tend to be so materialistic because they want to impress other people. Wanting to look rich is something that almost every American desires in the world today. Back in the 1920’s, yes some people were materialistic but it wasn’t as bad as it is today. Being materialistic also can ruin relationships. â€Å"Materialism is actually correlated with unhappiness in marriages.†, stated the author in an article. People today think it’s no big deal to get a divorce, in fact it happens quite often now. This is why America today is more unhappy/disillusioned. In the 1920’s it was very uncommon and considered to be very weird and different if you heard that someone was getting a divorce. But today getting a divorce is not a big deal. If talks about getting a divorce no one acts as surprised or shocked because it’s very common. In an article the author says, â€Å"Couples marrying for the first time have approximately a fifty percent chance of divorcing.† Couples today just throw marriages away like it’s nothing. They basically just get married for the fun of it. People just â€Å"fall out of love† as stated in an article. They don’t have the time to communicate with their loved ones because they are too distracted with their jobs, technology, etc. Today America has the highest divorce rate of all times. Technology is also another big reason why America today is more unhappy. All the time you see people’s eyes glued onto their phones and drowning the whole world out. People get so distracted from technology and they don’t really care about what’s going on around them, people tend to grow distant from people. When you go somewhere just look around, everybody has their phone or some other device in their hands, and if it’s not in their hands it’s near them. Americans are so attached to technology that it literally drives us away from families/friends. In the 1920’s this wasn’t a problem at all. They didn’t have the high technology that we have today but they still had phones and it didn’t cause them to grow distant from people. They would still go out and have a good time. But today, if you can’t have your cell phone with you, it’s like the end of the world. in the article â€Å"Smartphone Dependency: A Growi ng Obsession With Gadgets†, the writer says, â€Å"For others, being away from their phone will almost certainly cause separation anxiety.† This truly shows how attached americans are to their phones. Some people might say that America in the 1920’s was more unhappy/disillusioned because of the unemployment rate. In the 1920’a the Great Depression â€Å"caused 13 to 15 million American’s to be unemployed.†, stated in an article. That is a lot but, also today there are plenty of people who are unemployed. It’s a big deal in America today than it was back in the 1920’s because today everything is so much more expensive and you need to have money for every little thing you do. We rely on money so much today. In the 1920’s you didn’t have to rely on money for every little thing you did. Some people might Also say that crime rates in the 1920’s lead to disillusionment. I have to disagree because today we have a huge percent of crimes that happen. In the 1920’s there were a lot of mobs and gangs. You don’t hear of there being mobs and gangs today as much but there is people who just go and kill people randomly today. More people go and just randomly kill people than they did in the 1920’s. In an article I read the writer said that â€Å"†¦there were more gangs in the 1920’s but today there is more people who go on random killing sprees and kill hundreds of people.† I believe that the 1920’s did have high crime rates, but today in America the rates are even higher. I truly believe that America today is way more disillusioned and unhappy than America in the 1920’s. People are so much more unhappy because of the use of technology. People have grown so attached to their phones that they will text you when you are sitting right across from them. Being materialistic has caused America to also become more disillusioned. Back in the 1920’s people didn’t have to have the best of everything like americans do today. Also America today is more unhappy because of the divorce rates. This has caused America to become unhappy because so many people get divorced today. I believe that the people in the 1920’s were not as unhappy as people are today.