Inteligência emocional
Meça autoconsciência, empatia e regulação emocional para entender como a pessoa lida consigo mesma antes de perguntar como lidaria com uma situação difícil.
A confiança de mais de 5.000 clientes em todo o mundo.
Emotional Intelligence Report
Four-branch ability model (Mayer–Salovey) · 32 situational items scored to expert consensus
Maya Coleman
Customer Success Manager
Four-branch ability pyramid
Percentile
4. Managing emotion
Self and others
3. Understanding emotion
Causes and progression
2. Using emotion
Channelling mood to task
1. Perceiving emotion
Reading tone and cues
Higher branches depend on the ones beneath them: perception is strong, management is the development edge.
Standard score placement
M = 100, SD = 15 · 78th percentile above average against 15,700 US client-facing professionals.
Scenario performance
Consensus match
Escalating renewal call
Peer takes credit
Hostile inbound ticket
Bad news to a champion
Boundary on scope creep
Recovering after conflict
Development edge
Holds position poorly when the customer is emotive softened commitments in two conflict items. Response quality also dips on the interaction following a hostile call.
Coaching plan · 4 weeks
Consensus base 1,240 expert raters · item consistency 0.88 · test–retest r = 0.84 at 6 weeks · generated by Xobin
