Emotions in Emotional Intelligence

People are unique creatures who express emotions everyday.  We communicate through our emotions to show how we are feeling, giving off negative or positive emotions, which will effect other people emotions on day to day basis. Either walking down the street with a smile on your face saying, ‘Hi’, to your neighbors or, being in the middle traffic carrying road rage shouting at the car in front of you for being to slow; emotions are being transferred and then absorbed. Some would say that we as human being are tapping into our emotional intelligence. Being able to key in on on your emotional intelligence will dictate how our day will begin and how it will end.  What is Emotional Intelligence? In a article, by Kendra Cherry she defines Emotional Intelligence (EI) as, “the ability to perceive, control and evaluate emotions. Some researchers suggest that emotional intelligence can be learned and strengthened, while others claim it is an inborn characteristic”.(Cherry) Emotional intelligence plays a key factor in a IT support specialist profession. Being able to utilize emotional perception, control, and evaluation will determine the final outcome of customer service satisfaction. People have problems with technology everyday . With those problems come frustration, discontent, and despair about the technology they are using. When people have these emotions they need someone to rectify the problem, and suppress the emotions that they are feeling. “In the 1990’s two researchers, Peter Salovey and John D. Mayer created a model called “The Four Branches of Emotional Intelligence” These models are Perceiving emotions, reasoning with emotions, understanding emotions, and managing emotion.”(Cherry) A IT support specialist come into...

Emotional Intelligence in the IT Support World – Important?

Debbie Sleger

IT Support Student

Latest posts by Debbie Sleger (see all)

Emotions play a major role in the day to day lives of everyone. In the world of IT Support, emotions need to be self-governed in dealing with daily tasks involved in IT Support. You deal with inanimate items, but it is the people who use these items that have the emotions you will need to deal with.  Perception, reasoning, understanding and managing the emotions of the customer/client as well as your own is vital to maintain a successful IT Support desk. There may be times that weather can cause problems – such as you or a co-worker are delayed due to weather, causing others to carry the workload.  Power outages, caused by weather, is a problem that surfaces too.  Frustrations occure during these types of incidents.  These emotions should be put aside and just do the job you need to do to the best of your ability, without taking it out on the client/customer.  Empathy should be prevalent, because you are all in the same boat.  Listen, don’t judge, and you will be able to survive a crisis. There could be times you are working a IT Support desk which covers different products and you get a call from a frantic customer, who is on a deadline and one of your products stopped working.  Emotions would be running all over the board for this person, you will need to perceive and understand the customer’s emotions – while managing your own. Staying calm at a time like this is what one needs in this field, because what you exude to the customer, will help resolve the situation promptly without making the matter worse....

The Importance of Emotional Intelligence

Is Emotional Intelligence Important?            Understanding the concept of Emotional Intelligence is absolutely vital to being successful in the IT Support field.  It’s arguably the most valuable asset to have in this industry.  Having the ability to put others at ease in a time of distress is what brings back lifetime customers.  That may seem to be a little over-exaggerated, but in reality it’s legitimate.  Now it’s safe to say using Emotional Intelligence would be far more difficult to do over the phone, with no body language.  On the contrary, meeting customers in person may be the job I get, so it’s focal to understand how to properly handle all sorts of situations.  Just like any other job that deals with some sort of service, IT Support will deal with every type of personality.  Some people may be incredibly passive, some angry and others completely uninformed.  It truly is an art itself to learn the proper ways to handle all sorts of personality types.  It’s obvious that the way you speak to an assertive individual will not yield the same results when speaking to a passive one.  In my personal opinion, perceiving and understanding the emotions a person is experiencing is the most important part.  If you reach the incorrect consensus, it will most definitely cause more problems, making the experience for all involved miserable.  Once you accurately interpret one’s emotions, the next step is to attempt to reason with the individual.  Everyone has experienced an extreme amount of emotion, and have most likely made irrational decisions because of emotion.  When a person acts on emotion, they don’t think...

How repair of electronic devices saves the planet


i am from north africa , attending it support because its an interesting program , am passionate about technology and i am willing to learn and sharpen my knowlege.,

Latest posts by Omar (see all)

Many people pride themselves as always having the latest and greatest of everything; whether that be fashion, automobiles, home furnishings or electronics, the result of this attitude is unnecessary waste.  On top of that, we live in a throw-away society. Not only do we want to constantly replace what we have with what we think is newer and better, we accept products that are not of the best quality, because if it breaks, we will just get a new one.  If consumers do not stop this, the negative environmental impact on our planet will be catastrophic.  This is especially true when it comes to electronics, specifically mobile devices.   Choosing to repair instead of replacing these devices will help save the planet. In February 2012, SC Johnson, posted statistics on their website about mobile phones, and noted that, “In America alone, more than 140 million cell phones will end up in a landfill this year”.  Besides the fact that we do not have unlimited space to keep adding to landfills, the hazardous materials inside mobile devices are dangerous.  Some of these toxic materials include, lead, cadmium, nickel, lithium, mercury, arsenic, chlorine and bromine. When mobile devices are discarded into a landfill, these type of toxins go along with them.  If these hazardous materials end up leaking into the soil or water, the consequences can be deadly. For example, lead is particularly dangerous to children. Lead poisoning affects many of the body’s organs and can result in permanent learning and behavioral disorders. Arsenic is a poison that is known to cause death, poor growth or failure to reproduce. These are just...