Читать книгу Shift - Richard Lees - Страница 21

There is a lot of talk within businesses across all sectors about the need to have empathy. However, we believe that focusing only on empathy isn't enough. What businesses need instead is to focus on emotional intelligence. What's the difference?

Empathy often feels like a box that needs to be ticked. Are you empathetic with customers? Yes, good, job done. In some companies you can almost hear them saying, “If you want empathy, go down the corridor and it's the third door on the left.” This misses the point.

Emotional intelligence (EQ), on the other hand, is much more about empowerment. Empathy is a part of that, but when you focus on emotional intelligence within your organisation, what you're doing is empowering people to think differently and giving them the authority to make decisions that are in the best interests of your customers and, therefore, your business.