The learning and development menu needs to amongst its many entrées , include the two main components of emotional intelligence and conflict management as specific programmes for both leadership and all staff alike . The first port of call for these capacity building programmes would be to focus on effective communication that is bedrock of great relationships . This requires communication that not only follows the acclaimed 5 C ’ s of communication , but is also candid , courageous and with conviction .
Both emotional intelligence and conflict management acumen are embedded in expression that conveys wisdom . For a workplace to hold space for wellness for its workforce , there needs to be deliberate advocacy for them right from the top and a strong stand on their practice . Emotional Intelligence at work manifests in the widespread demonstration of self and social awareness , and the competencies of self-management and social skills
These parameters of both awareness and regulation , serve to provide an atmosphere of forward movement towards ensuring both functional and emotional needs of the internal and external customers will be met . Creating emotional bonds with workmates , and building a bank of emotional currency , serves to keep things moving with positivity even during times of crises which are naturally bound to occur .
For mental wellness to be present all through , team members need to be adept at understanding their feelings and the feelings of others , and to defer to asking intuitive questions when situations that require a high dose of emotional intelligence occur such as : how am I feeling right now and for how long have I been feeling this way , where are these feelings stemming from - are these purely from this work circumstance or are they fueled by any factors external to the workplace , how is my colleague feeling and is this how they would want to feel at this time , what has caused them to feel this way whether perceived or real , what feeling do I want to have at this time as against what I am feeling , what could I possibly do to feel that way in place , and what support could I provide for my colleague to feel as they would desire at this moment .
A whole battery of questions in the emotional ammunition chest to carry at heart to enable diffusion of potentially explosive situations whether they show up in the states of aggression or silence . These take practice and significant grace needs to be accorded for a culture of running affairs with emotional intelligence for self and others to be normalized . Leaders who purpose to lead with internal customer wellness at heart , will put in place structures to succeed at having an emotionally intelligent workplace .
On the other hand , effective conflict resolution , which in itself is a great facet and outcome of emotional intelligence , is the mark of great leadership . Organizations that are led well , have a workforce that is enthused , inspired and highly productive . Mental wellness must thrive for this outcome to be achieved for a highly strung , anxiety driven , stressed out , oppressed and downcast team of internal customers is the recipe for workplace disintegration .
The ability to successfully handle and manage conflict is a competency that needs to be passed on through the entire organization chart from the board to the level of officers and assistants . Conflict management requires the courage to step up and have hard conversations as and when necessary , and to deflect the often default mechanism of avoidance , that results from the fear and wariness associated with the emotional stress that comes with it all .
Wanting the very best for the internal customer and striving to enhance employee experiences , requires that leaders avoid the ostrich modus operandi that aligns with burying heads in the sand and smoothing things over in the hope that the conflict situation will magically disappear . Undercurrents of conflict at the work place are Titanic in their comportment and can sink the entire organization with just one staff to staff run in .
Team members handling conflict situations need to be very purposeful to elicit the unmet needs from the conflicting parties , and determine if these needs can be met in a win-win manner , if there is any agreeable compromise on all sides that can be negotiated , and if a workable way forward can be reached that is acceptable all round . Internal customers involved in the conflict need to be encouraged to de-personalize the situation and take responsibility for their role in the happenings . When blame game and finger pointing are put aside , sober conversations can be had that will lead to de-escalating matters to a level of resolution building for the team members .
Managing and handling conflict situations with emotional intelligence requires caution , so that the internal customers involved do not feel emotionally invalidated , but listened to , heard , acknowledged and respected in spite of and despite the circumstances at hand .
It is possible for organizations to be the vehicles and avenues through which team members live their personal visions , purposes and thrive . Workplaces can be fun and fun filled yet efficient and productive . Elevating employee experience for customer experience success is a winning formula that needs to be adopted by brands for internal and external sustainability .
What is needed is a campaign for zero tolerance to internal customer oppression and abusive relationships at work , be they top down or lateral . The same concerted efforts that are made by organizations to be seen as customer centric , need to be doubled towards being recognized as employers of choice and great places to work . If it works internally , it will naturally work externally for internal customers cannot give what they do not have . If they have happiness , it is happiness they will provide to others .
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Carolyne Gathuru is the founder and director of strategy at LifeSkills Consulting . She has several years of experience in customer experience strategy development and training . You can commune with her on this or related issues via mail at : CGathuru @ life-skills . co . ke .