Answer question number 2 and 3 only.

ANOTHER LOOK Hire People with Emotional Intelligence Employees can learn a company's product lines or services, argue that the answer is probably not. Traits as fundamental but their abilities to interact well with others are innate and as "warmth" and "friendliness" cannot be trained. If this enduring. Stated another way, companies can teach some true, a company can avoid the futility of trying to train some skills but not others one to be empathetic or to use a "natural smile" by hining In the mid-1990s, the term "emotional intelligence" the right type of person in the first place by hiring people emerged to describe characteristics that we tend to call people who have high emotional intelligence? skills. The essential elements in EQ" are given: But simply hiring people with good EQ scores isn't enough. Companies must also trust their employees to use . Self-awareness (the understanding of one's own their EQ skills appropriately to meet customer needs. motives and actions) Self-management (the ability to control impulses) Self-motivation (the ability to stimulate action toward Probes desired outcomes) 1. To what extent do you agree with the idea that Empathy (the ability to see a situation from another personality traits such as those defining emotional person's perspective) intelligence cannot be trained? Social skills (the ability to adapt communication to 2. What kinds of steps should managers take to assure Situational needs) that they are hiring people with good EQ? Customer service can obviously benefit from these 3. How can managers best display trust in their characteristics. But are these teachable? Many people would employees allowing them to use their good EQ on behalf of customers? The term is used to contrast with the more commonly understood I or Intelligence Quotient