How To Master Emotional Intelligence Chapter 10 – The Power Of Listening

How To Master Emotional Intelligence Chapter 10 – The Power Of Listening

How To Master Emotional Intelligence Chapter 10 - The Power Of Listening

The power of listening cannot be overstated. The renowned American psychiatrist Karl A. Menninger summed it up best when he said, “Listening is a magnetic and strange thing, a creative force. The friends who listen to us are the ones we move toward. When they listen to us, they create us, let us unfold and expand.” Feeling heard and seen is an innate human need. That’s why active listening is so powerful – it unleashes the understanding and empathy on which meaningful relationships are built. That’s why many colleges and businesses are beginning to use active listening extensively to connect with their students and employees on a very personal level.

After all, fostering meaningful interactions with the people you serve is critical to long-term success. What is EQ? It’s not just what you say, but how you say it that matters. Mainstay’s behaviorally intelligent chatbots are equipped with supportive, encouraging personalities that facilitate honest and meaningful conversations. These empathetic conversations start with actively listening to what your employees or students are saying and feeling. It’s nearly impossible for humans to do this at scale – but advances in technology are changing the game. Mainstay’s engagement platform can capture and analyze millions of digital conversations in real time and use those collected insights to drive positive behaviors, so you can develop an engagement strategy that prioritizes meaningful conversations and relationships. Be more human with EQ Colleges and HR professionals can both benefit from incorporating EQ into their engagement strategies.

For example, schools can use text messages to encourage students to meet with an academic advisor in a timely and attentive manner. Similarly, organizations can use automated text messaging to provide new employees with a judgment-free way to get their questions answered quickly as part of the preboarding process. One of the reasons empathic engagement works so well is that many people find it easier to share their true feelings with a supportive, unbiased party – like a chatbot. When more personalized guidance is needed, our behaviorally intelligent chatbots automatically route those conversations to an expert on your team who can address sensitive or nuanced topics.

EQ in action. Enabling empathetic communication has been proven to keep students engaged and moving in the right direction when they need guidance. Kansas State College Polytechnic Campus, a regional public college, harnessed the power of EQ to strengthen its students’ sense of belonging during the height of the pandemic.

Findings: Total applications increased by 44%, the number of students admitted increased by 39%, and the number of first-year students increased by 20% compared to 2019. Georgia State College in Atlanta, through empathetic behavior and an emphasis on identity, increased FAFSA completion and application rates by 6% in the first year after implementing Pounce, Mainstay’s personalized chatbot.

This approach worked especially well with first-generation students and Pell recipients, who appreciated that they could simply text Pounce in familiar language and receive personalized responses. West Texas A&M College has made community building a priority to support students and guide them every step of the way in their college journey. For example,

WTAMU uses its bot Thunder to send personalized text messages, actively listen to student feedback, and connect them with helpful resources. As a result, freshman retention rates increased by more than two percent from fall to fall – and have continued to improve over time. Realizing the Full Potential of Behavioral Intelligence As the emotional heart of behavioral intelligence, EQ is essential to inspiring meaningful engagement in students and staff. However, empathy is only one piece of the puzzle. People also need immediate access to the best response, in a way that takes into account the context of their unique circumstances. This requires EQ as well as IQ (intelligence) and CQ (contextual relevance).

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