The Importance of Emotional Intelligence in IT Support

The Importance of Emotional Intelligence in IT Support

Emotional intelligence plays an important roll of an IT Support Specialist, due to the fact that one might receive a call or request from a customer that is having computer issues with software or hardware. Being patient is very important. For example, if you are working in a call center one might have to repeat oneself multiple times if the caller is having difficulty understanding, performing, and carrying out the instructions given to them. Most IT Support Specialist have a full time work schedule. Many do not work nine to five jobs, because IT Support is important for businesses. Many IT Support Specialist must be available twenty-four hours a day. It is very difficult not being able to see whether the caller is performing the steps given to them correctly. This can be very frustrating for you as the the support specialist and for the caller. Being able to keep ones emotions in check even if the caller/requester  might become verbally abusive. One should have the ability to monitor his or her  own feelings as well as others’ emotions; discriminating the tension among them, while using good judgement to communicate the needed information that will guide the  customer to success. It is very important that an IT Support Specialists have the ability to utilize the perception of emotion, the ability to use reasoning, understanding the emotions, and managing the emotions of oneself and the customer....

Aleksandra Arcaba
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Aleksandra Arcaba
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    Emotional intelligence is the ability to perceive, control and evaluate emotions. Since 1990, Peter Salovey and John D. Mayer have been the leading researchers on emotional intelligence. There are four branches of emotional intelligence. Salovey and Mayer had presented the four emotional intelligence branches. Perceiving Emotions: The first step in understanding emotions is to accurately perceive them. Reasoning with Emotions: The next step involves using emotions to promote thinking and cognitive activity. Understanding Emotions: The emotions that we perceive can carry a wide variety of meanings. If someone is expressing angry emotions, the observer must interpret the cause of their anger and what it might mean. Managing Emotions: The ability to manage emotions effectively is a key part of emotional intelligence. There are different ways that you may measure emotional intelligence. “Reuven Bar-On’s EQ-i” is a self-report test designed to measure competencies including awareness, stress tolerance, problem solving, and happiness. The Multifactor Emotional Intelligence Scale (MEIS) is the ability-based test in which test-takers perform tasks designed to assess their ability to perceive, identify, understand, and utilize emotions. The Seligman Attributional Style Questionnaire (SASQ) is originally designed as a screening test for the life insurance company Metropolitan Life. The SASQ measures optimism and pessimism. The Emotional Competence Inventory (ECI) has been based on an older instrument known as the Self-Assessment Questionnaire. The ECI involves having people who know the individual offer ratings of that person’s abilities on a number of different emotional competencies....

    Emotional Intelligence for IT Support Staff

    Emotional intelligence (EI) Is the ability of a person to understand his or her own emotions and the emotions of others. It refers to the ability to perceive, control, and evaluate emotions. More and more employers have begun to assess a job applicant’s emotional intelligence during the job interview process. Interviewers will focus on how the job candidate manages themselves and their relationships with others. We’ve all been asked to “describe what makes you angry or frustrated at work” or “describe a time when you made a mistake at work, how did you handle it?” How you answer can be the determining factor on whether you get the job or not. Peter Salovey and John D. Mayer, the leading researchers on EI, have identified four different areas of focus that can be applied in everyday situations for an IT Support specialist. The first area of focus in understanding emotions is to accurately perceive them. While working on a help desk you need to understand exactly what the caller is communicating to you. Does he/she sound frazzled and confused? Are they able to explain the problem that they are having? The support tech needs to pay attention to the tone of the caller’s voice and listen for other cues in their demeanor. The next area of focus utilizes using your emotions to promote higher thinking. For an IT Support Analyst that means paying attention and prioritizing what needs to be done immediately and what can wait. For example: If a front end user contacted you because their printer wasn’t printing at the same time you received an email from a...
    Emotional Intelligence in IT

    Emotional Intelligence in IT

    Ramczyk, Joshua G.
    Ramczyk, Joshua G.

    Latest posts by Ramczyk, Joshua G. (see all)

    What is emotional intelligence? Well, put plainly it is the ability to perceive the emotions of others. It can be understood through the use of body language, tone of voice, and even facial expression. In every day life we use it intricately every time we talk to someone. Though every one has a varying degree of emotional intelligence. As an IT Support Specialist emotional intelligence is a great quality to have, as interaction with customers is one of its priorities. It will give a support specialist an upper hand when dealing with people to understand how they are feeling. Knowing the difference in someone’s attitude can save you and the customer from undo stress and confrontation. If the support specialist is able to read and understand a customer’s emotions and compliment them, it may also lead to a much more gratifying solution, and potentially gain the loyalty of a customer. A hypothetical explanation of this is: A customer calls in and sounds extremely upset, and begins to spit out incoherent babblings of how his home PC will not connect to the internet. He gives you little more than that when he clicks on the Internet Explorer icon nothing comes up. Firstly you should be able the recognize that he is upset, and a subtle attempt at trying to reason with him through empathy could help defuse the situation. Say something like “I hate when that happens!” then attempt to ask a few more critical questions in an attempt to assess the situation. Empathy can go along way! If you can make a customer understand that you’ve gone through a similar situation...

    EQ and IQ in IT

    Tony Morris

    Tony Morris

    Sales Associate at Shoe Dept. Encore
    Tony Morris

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      In the Information Technology field, intelligence is quite an important thing. You need the ability to reason and think in order to be able to troubleshoot incidents and solve problems. However, especially in the service technician region of the IT field, simple cognitive ability will not be enough to let you do the things you need to do. You will need to have another kind of intelligence: emotional intelligence. Emotional intelligence is the ability to perceive, control, and evaluate emotions–basically the ability to “read the mood.”  Having emotional intelligence will allow you to hear the tone of anger or frustration in someone’s otherwise polite and kind statement. Having emotional intelligence will also allow you to know how to properly control your own emotions so that you can properly control the emotions of the one you are speaking to. For example, if, as in the previous example, you were talking to someone who was being nice and courteous, but you could see the tension in their body and hear the notes of anger or frustration in their voice, you could appropriately add some sugar, honey, and give to your own voice and body language to accommodate them a bit and maybe even cause some of their anger or frustration to simmer off. In the IT field, especially in the service aspects of it, this kind of an ability would be extremely useful. As much as we often wish we didn’t, those in the IT field are often forced to interact with other people, especially frustrated end-users and the like. As such, this ability would allow IT guys to handle...