Emotional Intelligence adds additional information above traditional cognitive and personality measures.

For example, research into the additive value of IQ, Personality and Emotional Intelligence on leadership effectiveness found that:

• Traditional IQ accounts for approximately 12% - 15% of the variance
• Personality accounts for a further 20% - 25% of the variance, and
• Emotional Intelligence then accounts for a further 36% of the variance in leadership effectiveness.

Similar studies have found that Emotional Intelligence has a similar impact in sales and customer service, especially when selling and/or services a complex product or products (i.e. financial products).

Although an assessment of a person's IQ is usually relevant for any role type or level, the assessment of an individual's personality traits are not. More specifically, research examining the use of Emotional Intelligence assessments for customer service oriented roles, suggests that it has greater relevance and utility (due to the very high need for interpersonal skills) than an assessment of an individual's Personality.

Within a customer service context, assessing Emotional Intelligence can provide critical information related to a potential or current employee's capacity to:

• remain motivated and 'connected' when dealing with difficult customers
• willingly learn to tasks or product information (particularly those outside a person's 'comfort zone')
• quickly establish rapport with a new or 'prospect' customer
• communication skills, that is, being genuine and passionate about the product or products they are selling
• bounce-back from negative or rude customers
• appreciate and manage the expectations of clients
• remain positive, optimistic and focused when faced with client or customer push-back, and
• problem solve and cope when dealing with workplace stress.

Developing the Emotional Intelligence at work

Emerging workplace research increasingly shows that structured development programs deliver improved employee Emotional Intelligence. For example:

Leadership: Increasing employee Emotional Intelligence by 11% over a five month period

Resulted in organisations benefiting from a

• 11% improvement in a leader's capacity to role model transformational leadership behaviours
• 13% rise in the motivation and commitment shown by subordinates, and
• 3% increase in customer service focus.

All information © Copyright Genos Pty Ltd 2007. Reprinted with permission.