FYBCom Sem 1: Emotional Intelligence Skills

FY 1 Chapter 3 Emotional Intelligence Skills

Thinking about Soft Skills: (2/4) 2x2 = 04 marks

Answer the following questions:

1.                    What does emotion mean?

  Emotion means the feelings we have, like happiness, sadness, anger, or fear. Emotions help us to understand  What’s going on inside us and helps us to react to what happens around us. They influence how we behave and react in different situations. Emotions also connect us to others as it involves deeper feelings.

2.        What does intelligence mean?

  Intelligence is the ability to think, learn, solve problems, and understand things. It helps us make decisions and adapt to new situations. Intelligence includes skills like memory, reasoning, and creativity. It helps us make sense of the world and figure out solutions to challenges.

3.        What do you understand by emotional intelligence?

  Emotional Intelligence (EQ) is understanding and managing our own emotions, as well as recognizing and responding to others' emotions. It helps us communicate better and build good relationships. Emotional intelligence also helps us handle stress and resolve conflicts calmly.

People with high emotional intelligence are good at talking to others, making friends, and working well in groups.

4.        What is emotional quotient? How is it different from intelligence quotient?

  Emotional Quotient (EQ) measures how well we understand and manage emotions. It's like having a skill for handling your feelings in a helpful way. Intelligence Quotient (IQ) measures how smart we are at thinking level, like solving problems or learning new things. EQ is about emotions, while IQ is about thinking skills. Both are important, but EQ helps us work well with others, while IQ helps us solve problems or complex tasks.

5.        Why do employers give importance to the emotional intelligence of their employees?

 Employers want people who can work well with others and understand how people feel. People with good emotional intelligence can adjust with others well, talk nicely, solve problems without conflict, and make others feel good. They can handle stress and work well in a team. This makes the workplace happier and more productive.

( The employers also prefer them because the employees with high EI are often better at understanding customer needs, handling complaints, and building lasting relationships. Their ability to manage their emotions allows them to focus better, reduce conflicts, be flexible to various situations and achieve their goals.)

Soft Skills at Workplace: (2/4) – (2x2) 04 Marks

Answer the following questions:

1.                    Hurting a customer, means hurting your business and your career.

Customers are the lifeline of any business. Hurting a customer means losing their trust and future business, which can harm your company and your career. Unhappy customers may leave bad reviews or stop buying from you, affecting your reputation and sales. Keeping customers happy is key to success and growth. When customers feel valued, they are more likely to return and recommend your business to others. On the other hand, losing a customer can lead to a negative chain reaction, where you lose potential new customers too. Protecting customer relationships is crucial for long-term growth and career stability.

2.                    How will you deal with difficult customers or client?

Dealing with difficult customers requires patience and understanding. First, listen to their concerns without interrupting. Stay calm and apologize if needed. Offer solutions to fix the problem, and let them know you care about their satisfaction. If you can’t solve it right away, promise to follow up. Treating them with respect can turn a bad situation into a positive one. In short, Stay Calm and Professional, Listen Actively, Empathize, Ask Clarifying Questions, Apologize and Take Responsibility and Provide Solutions.

 

Proverbs on Emotional Intelligence: Expand the ideas : (1/2)   04 marks

1. Where there is a will there is a way

This proverb simply means that if you are determined and really want to achieve something, you will find a way to do it. Even if the task seems difficult, strong willpower helps you overcome obstacles. When you believe in yourself and stay focused, you can solve problems and reach your goals. This proverb highlights the power of determination, showing that persistence can help you achieve success, no matter how challenging your journey is.

2. Anger is a bad adviser.

Anger is a bad adviser because it can cloud your judgment and lead to poor decisions. When you’re angry, you might say or do things without thinking, which you may later regret. Anger often makes you focus on the problem, not the solution, causing conflicts to get worse instead of better. It can make you act impulsively, without considering the consequences. This can hurt your relationships and damage your reputation. Instead of letting anger control you, it’s better to stay calm and think things through. Taking a moment to breathe and cool down helps you respond more wisely and effectively to any situation.

3. A soft answer turns away anger

This means responding to someone who is angry with kind and gentle words can calm them down. Instead of making the argument worse, a soft response helps keep peace and avoid fights. It shows that patience and kindness are important for keeping good relationships.

Being gentle when others are upset can keep relationships strong and prevent misunderstandings. This proverb teaches the importance of patience and kindness in maintaining harmony.

4. Faults are thick when love is thin

This proverb means that when love or care for someone is weak, you tend to see all their faults clearly. But when you truly love someone, you are more forgiving and overlook their mistakes. It shows that love makes it easier to accept others as they are, while a lack of love leads to more criticism. The more we care for someone, the less we focus on their imperfections. When you do not like someone even a smallest fault becomes bigger and heavy. While you love someone, a huge fault turns into smaller with your love and empathy.

5. Do unto others as you would wish to be done unto you

This is the "Golden Rule," which means you should treat others the way you want to be treated. If you want kindness and respect, you should give the same to others. It’s about empathy and putting yourself in someone else’s situation, understanding how they feel. Treating others well creates a positive environment where everyone feels valued and respected, leading to better relationships.

6. People who live in glass houses should not throw stones

This means that if you have your own flaws, faults or limitations, you shouldn’t criticize others for their faults or mistakes. Before judging someone else, consider your own imperfections. It teaches the importance of self-awareness and not being too quick to judge others when you are not perfect yourself. It tells us to focus on improving ourself before pointing out the faults in others.

7. If you know what hurts yourself, you know what hurts others

This proverb suggests that by understanding your own pain, you can sympathize with others. If something hurts you, it’s likely to be the same to others also. This helps you be more kind and avoid causing harm to others. It promotes understanding and kindness, asking you to treat others with care, as you know how it feels to be hurt yourself.

8. Hate destroys the one who hates more than the one who is hated

This means that holding onto hate harms the person who feels it more than the person they hate. Hate can take away your happiness and peace of mind, leading to bitterness and misery. Letting go of hate is better for your well-being. This proverb teaches that negative emotions like hate do more damage to the person who harbors them than to the person they are aimed at.

9. Good people think about the feelings of their animals

This means that kind and caring people consider how their actions affect others. They treat all with compassion and make sure they are well cared for. Caring for others reflects a person’s character and kindness, showing their respect for all life. This shows that good people are sensitive, caring and thoughtful towards feelings of others and they are kind-hearted.

 

Real Life Experience:

You may have encountered people like the narrator in a shop or other commercial establishment. In about 100 words, write about the troublesome behavior of one such person and how it could affect the clientele of the establishment.

Troublesome behavior from customers can negatively impact an establishment in various ways, potentially diminishing its reputation and harming its business.

I once encountered a troublesome person in a grocery store. This person was a customer who seemed very impatient and rude. He was loudly complaining about the long line at the checkout and kept yelling at the cashier to hurry up. The cashier was doing their best, but the customer continued to be rude, making everyone around uncomfortable.

This behavior had a noticeable effect on other customers. Some looked annoyed, while others seemed anxious or stressed by the situation. The atmosphere in the store changed, becoming tense and unpleasant. People who were waiting in line started to get upset, and a few even left the line to avoid the drama.

Such behavior can harm a business by driving away customers. People come to a store expecting a pleasant experience, and if they feel uncomfortable or stressed, they may choose not to return. A single rude customer can create a negative environment, affecting both the staff and other customers, leading to a loss of business for the establishment.