Reviewer-In-Service Culture PDF

SERVICE CULTURE Emotional Intelligence – A.K.A (Emotional quotient) is the ability to understand use, and manage your own emotions in positive ways to relieve stress, COMPONENTS OF EQ Self - Awareness - the ability to recognize and understand your own emotions, being awar...

SERVICE CULTURE Emotional Intelligence – A.K.A (Emotional quotient) is the ability to understand use, and manage your own emotions in positive ways to relieve stress, COMPONENTS OF EQ Self - Awareness - the ability to recognize and understand your own emotions, being aware of the effect of your actions, moods and emotions on other people Self – Regulation – the ability to control your behavior and manage your thoughts and emotions in appropriate ways Social Skills – Includes active listening, verbal communication skills, nonverbal communication skills, leadership, and persuasiveness Empathy – The ability to understand how others are feeling, allows you to understand the power dynamics that often influence social relationships Motivation – motivated by things beyond external rewards like fame, money, recognition and acclaim SELF AWARENESS Personality – there are 20 personality types Values – convictions about what we feel are important, attractive, advantageous or beneficial Habits – Behavior we repeat routinely and even automatically/ unconscious Needs – Constructed with wants, it drives us to do things we do, act the way we act or think the way we think Emotions – Combined feelings COACHING SESSIONS Coaching - a process of providing one-on-one guidance and instruction to improve knowledge, skills, and work performance. BENEFITS OF COACHING Improved sense of direction and focus Increased knowledge of self/self – awareness Improved ability to relate to and influence others Increased motivation  Improved personal effectiveness Increased resourcefulness/resilience EFFECTIVE WORKPLACE COACHING Analyze Prepare Conduct Document Follow up ONE ON ONE COACHING SESSIONS BENEFITS OF COACHING Constructive feedback sessions Body language during coaching sessions Six question process SIX QUESTION PROCESS Where are we going? Where are you going What is going well? What are key suggestions for improvement How can I help What suggestions do you have for me