The Importance of Emotional Intelligence in IT Support

Emotional intelligence has been defined as, “the subset of social intelligence that involves the ability to monitor one’s own and others’ feelings and emotions, to discriminate among them and to use this information to guide one’s thinking and actions”. But what does that really mean? We use emotional intelligence every day, sometimes without even knowing it. If you are married, you know exactly what I mean. If your significant other is acting strangely, such as, giving you “the silent treatment”, not making any eye contact, or just non-responsive to your clever quips, you can guarantee something is bothering him/her. Whether it’s you or something else is irrelevant at this point; the fact of the matter is that they are upset about something and it must be rectified in order to establish peace. Emotional intelligence is pretty self-explanatory if you are face-to-face with the subject, but what if you cannot see them? Such is the life of an IT support technician. They cannot see the person’s face to judge how they are feeling about the situation they happen to be calling about.  All they really have to go on is how they sound over the phone: frustrated, confused, angry are all emotions that must be handled accordingly. The steps to follow in emotional intelligence are: Perceiving Emotions- How does the person sound? Are they raising their voice? Do they sound frustrated? Try to see what ails them. Reasoning With Emotions- Use the appropriate emotion to counteract theirs. If they are frustrated, try empathy. If they are angry, try empathy…actually, using empathy works 90% of the time. Understanding Emotions- If the customer appears to be angry,...

Emotional Intelligence

Latest posts by Corey Page (see all)

What is emotional intelligence?  Emotional intelligence is the ability of a person to evaluate, perceive and control emotions in a professional manner.  Some believe this skill can be improved on over time while others believe that it’s an inborn aspect of us all.  Emotional intelligence is a vital part of any persons ability to function in a customer service orientated field of work.  This is especially important to an individual that is employed in a service desk environment.   As mentioned above there are a few steps involved in this process, the first step being able to perceive emotions.  The perception of emotions starts with being able to understand both verbal and nonverbal cues of another.  These cues allow us to properly evaluate another’s emotions in a professional manner to address the task at hand.   The second way emotional intelligence is used is the ability of reason.  Reasoning with emotions allows us to think and boosts our cognitive abilities for the problem.  In a simpler way of putting it we respond and think about subjects that peak our own interests.   The third step in emotional intelligence is understanding emotions.  This is much like perception but this step also entails the complete understanding of emotions.  This understanding allows us to properly address a possibly hostile and or difficult situation.  A hostile situation could be your boss yelling and screaming at everyone for what seems like no good reason.  But in reality this emotion could stem from a deeper personal or professional situation.  With our skill of understanding these emotions we can properly address the situation as a professional....
The benefits of Emotional Intelligence.

The benefits of Emotional Intelligence.

Latest posts by Eugene Kraehling (see all)

What is Emotional Intelligence? Your Emotional Intelligence level or (EQ) level is a measure that’s used to determine your ability to read peoples emotions  without asking them out-rite. All peoples EQ levels are different just like finger prints are unique to each person. Some people are naturally suited to read peoples Emotions while others struggle, and some just have no feeling for it at all. This skill can be enhanced just by observing how people react to different situations. The intensity of any individuals reaction to any situation whether good, bad, or surprising Varese according to how good, bad, or surprising the situation is. The other variable in how people react to different things is Personality. Each person has a different demeanor or how they react to things. They’re are people who react severely to any situation, while they’re are people handle any news quite calmly. Then they’re are those that react to levels somewhere in between severe and calm. Being able to read between all these variables is a skill in itself. I think reading a persons emotions starts right away at the beginning of your conversation with them. How a person greets you tells a lot about them. Usually if someone greets you harshly you can bet they are only going to accept what they want hear. If they greet you kindly it is an indicator they might be willing to compromise or cooperate. These are the guidelines I use when I deal with people. I have been dealing with the public throughout my life and these guidelines have served me well. It should be known that...

IT Support Emotional Intelligence

Maya Zelaya

Maya Zelaya

Dog Handler at Spa, Paw and Tail
Caregiver at a pet Spa and Daycare, Digital Artist and college student at MATC studying IT in hopes to get a career in the Support field.
Maya Zelaya

Latest posts by Maya Zelaya (see all)

Misconception of emotions can many times be the cause of an inability to perceive other’s outward expression of feelings. Although some will, many people will not outwardly tell you what they are thinking. Emotional Intelligence is the ability to perceive, control, and evaluate emotions. Not only will it help you perceive other’s thoughts, but it will help you to control your own emotions so that you can respond properly to the situation at hand. In IT Support, you will have to deal with many problems and people. With many different issues and people comes a variety of emotions and situations that will come into play. Emotional Intelligence is one of the key features to meet another person’s needs both emotionally and with the problem they have with whatever they may be coming to you for. Being aggressive when someone is upset is an example of a wrong interpretation of emotion. There are four key branches of emotional intelligence for one to follow in order to deal with a problem properly. Perceiving Emotion Reasoning with Emotions Understanding Emotions Managing Emotions   Perceiving emotion is the first step in understanding emotions. This may involve understanding body language and facial expresses as well as how people are wording themselves and expressing their concerns with their situation. Reasoning with emotions is the second step. Certain emotions garner our attention and change how we react to them based on that. Aggression or crying must be reasoned with properly and in a mature fashion. We cannot outwardly act on the emotion, especially if it will cause even more problems. Understanding emotions is the third step. Emotions can...

How to build a better resume whey applying for IT Support job in Milwaukee Area

Vadim Mikhailenko

Vadim Mikhailenko

MATC IT Computer Support Program Instructor at Milwaukee Area Technical College
Vadim is a pasionate IT instructor with 20 years of experience. He loves sharing his knowledge and makes students his top priority.
Vadim Mikhailenko
It is important to build a quality resume, when you apply for the any job, especially jobs in IT industry. Competition for jobs is fierce right now and it might be hard for you to get employed if you can’t show you have the right skills and experiences. You need to develop a resume that sets you apart from the others. Your resume must be a passionate representation of who you are and why you are the best person for the job. In today’s competitive job market, it’s important that you help employers see the benefits of hiring you over someone else. So the question students always ask me is how can I present myself better? How can I help employers to select me vs that other candidate. Especially if the other candidate has more experience in IT Computer Support industry. My recommendation is to show your educational experiences on the resume. Organizations need to know that you will help them attain their corporate objectives and knowing that you have the skills to do the job is very important for them. Most of the time it is not as critical for them whether you got your skills from working for someone else or by doing hands-on labs at MATC. But your resume needs to be the first step in expressing that message to them. And as you will find out while applying for the job, skills that you learned at MATC will look very impressive, comparing to other candidates. Especially if you have spent time and got a certification, after completing one of the courses. We have created a...