Reply to the following using at least 175 words per reply. Be professional and constructive in your reply. Be sure to use FULL APA references and in-text citations. Reply to each individually.
1. Leaders who bring empathy or any sense of emotional connection to the internal customers (employees) and the external customers is the key toward higher employee and customer satisfaction.
Integrating empathy when dealing with the customers and employees is highly effective. But, what is empathy, and do all leaders have it and/or more important, apply it? The ability of leaders, managers, and employees to understand, interpret, and respond to the emotions of others is key in serving others.
Are you familiar with emotional intelligence (EI)? In 1995, the concept of emotional intelligence was popularized after the publication of Daniel Goleman’s book “Emotional Intelligence: Why It Can Matter More Than IQ.”
What is EI?
How is EI measured?
