Emotional intelligence 2.0 travis bradberry free download

These books aren't written strictly for customer-facing professionals, but they offer valuable lessons for leaders at the head of customer-facing teams, as well as ideas for influencing and building trust with the customers you serve. These soft skills are relevant for any customer service or success professional seeking to grow their career, and eventually, lead a team.

Another good read for anyone trying to build a career, author and speaker Simon Sinek's book details how successful leaders can inspire others to rally behind a cause or a mission -- and achieve it.

Sinek believes in the importance of putting the "why" before the "how" or the "what. This is valuable guidance for leaders of teams and for customer-facing professionals in general. By focusing on the "why" of your customer, you will be able to more effectively navigate conversations to build rapport and trust with them, which will allow you to build a mutually beneficial relationship and inspire their loyalty -- to you and your brand.

You're probably already familiar with the concept of emotional intelligence -- the ability to understand and manage the needs and feelings of others, as well as yourself, and to respond appropriately. This book takes these concepts further, with authors Travis Bradberry, Jean Greaves, and Patrick Lencioni that provides helpful tools, tips, and frameworks for building your emotional intelligence components.

It even includes a helpful interactive quiz, which identifies your strengths and areas for improvement so you can focus on making the biggest impact on your EQ as possible. Dale Carnegie's famous book still stands the test of time, and it's worth a read for anyone brushing up on their leadership and people skills -- at work, or in your personal life. You can read a detailed summary of the book here, but below are some of the principles most applicable to someone building a customer-focused career:.

No matter what your job, it's likely that it will involve a fair bit of writing -- and even if you're only writing emails in your role, it's important to have a few skills in your back pocket before you press "send. Here are a few helpful books to read to brush up on your written communication skills:.

Author Ann Handley's book is my blogging must-read -- in fact, it sits on my desk at work. Her actionable tips and guides are easy to implement in your day-to-day writing, as well as in your content creation for example, if you write knowledge guide content or blog posts for a customer blog. This book is made up of 74 short chapters, so it's easy to flip through while you're writing different things.

Her suggestions for writing social media copy are particularly helpful -- and she encourages making sure to adjust tone and content for each platform and use case. Business writing doesn't have to be boring, according to author Mish Slade.

This book provides a ton of ideas and techniques for making every single word of your copy remarkable -- from your website to your social channels to your emails. These tips are specifically about trying to read customers' minds -- to answer their questions clearly and concisely, which is why they're likely looking at your website in the first place.

Tips for clarity and writing with enthusiasm will be of particular use for customer service professionals writing social media customer service copy, or knowledge base content. A staple for any nonfiction writer, this book by William Zinsser teaches readers that everyone can learn to write well -- and that the keys to writing well are communicating authentic personality and helpful information.

The principles in this book will teach readers how to write clearly and effectively to share important information, while still being engaging and creative in the process.

Another quick-hits read, author and New York Times editorial board member Verlyn Klinkenborg breaks down the minutiae of sentence structure to give readers a helpful guide to storytelling. As the title might already suggest, she advocates for writing short sentences in order to practice writing longer ones, so you can write content that's strong and balanced, and not unwieldy.

This helps create reader clarity -- which is critical when you're using writing to educate and communicate with customers. What are your must-read customer service books? Share them with me on Twitter. Originally published Mar 20, AM, updated June 09 Logo - Full Color.

Contact Sales. Overview of all products. Laboratory 2. IT Lab8. Laboratory 9. Related Books Free with a 30 day trial from Scribd. Five Minds for the Future Howard Gardner. Servant Leader Ken Blanchard.

The Human Factor: Using aviation principles to boost organisational performance, reduce error and get the best from your people Graham Miller. Related Audiobooks Free with a 30 day trial from Scribd. You're About to Make a Terrible Mistake! Developing the Leader Within You 2. Extreme Ownership: How U. Emotional Intelligence 2. Principle-Centered Leadership Stephen R. Show More. Views Total views. Actions Shares. Your mental health.

Your relationships. How to raise your emotional intelligence? The first two skills are essential for controlling and managing overwhelming stress and the last three skills greatly improve communication. The ability to quickly reduce stress in the moment in a variety of settings 2. The ability to recognize your emotions and keep them from overwhelming you 3. The ability to connect emotionally with others by using nonverbal communication 4.

The ability to use humour and play to stay connected in challenging situations 5. The ability to resolve conflicts positively and with confidence How to raise your emotional intelligence?

Differences between EQ and IQ Emotional Intelligence Emotional Intelligence EI. Total views 53, On Slideshare 0. From embeds 0. Number of embeds Downloads 2, Shares 0. Comments 0. Likes You just clipped your first slide! Clipping is a handy way to collect important slides you want to go back to later. Now customize the name of a clipboard to store your clips. Visibility Others can see my Clipboard.

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Script 1 Conversation Between Acquaintances, e. I must admit I found it quite difficult to hear you saying this. I imagine your comments came from hearing me shout at my children on Tuesday, when Riley was about to push Megan out into traffic because they were so engrossed in their game. I had to shout to get their attention, and yes, I was cross and frightened and I scolded him.

Please do not judge my whole parenting style on one moment that you did not observe in full. Thanks, and I hope to see you at the summer fair on Wednesday. All the best, [Insert Your Name] This text pinpoints the inaccuracy in the story going around and makes clear that you directly overheard the gossip, so there is no way for the other person to deny it. Script 2 Keeping It Cordial: A Senior Colleague or Manager to Someone Subordinate to Them In this case, the best informal way to deal with the issue is a quick informal chat, for example, let us say it is going-home time, and the person who has been spreading gossip is in the lift, alone: Hi [Name], hold the lift please?

Thank you. Oh, by the way, I overheard you telling [Name] earlier today that [Insert Name] can be [Insert variable]. That is a rather inappropriate word to use to describe someone who has worked their way up through the company to be the first female General Manager.

Yes, she is firm and she expects her employees to work to the best of their ability — as would any manager. You will learn a lot from her if you do. Have a good evening and see you tomorrow. The bosses know this, and they are happy for me to work remotely a lot of the time as I have a special orthopaedic chair at home. I can work for four or five hours, take a break, and then work for another four or five hours using my chair, but using a regular chair and desk leaves me in agony after just two hours.

As long as I do my work on time, my manager is more than satisfied. I know I can trust you to help me sort this all out. Cheers, [Insert Your Name] By emailing the source of the rumour without blaming them, you are cutting out anyone else who might interfere with your attempt to end any internal office nastiness, and you are avoiding any unpleasantness between the two of you.

Click here for full access to "Working with Difficult People" On LinkedIn Learning In this course, Chris Croft shares methods for recognizing the characteristics of some of the most common types of difficult people, and gives you strategies for dealing with these individuals more effectively.