Emotional Intelligence for Happy Clients Olivia Teter – Head of Client Innovation Judah Godoy – Volunteer Manger   (Will people know what this means?): EQ for Happy Clients Subtitle: Developing emotional intelligence to create a great client experience We all want to provide the best possible service to our clients, but what does it take to create a truly excellent client experience? In this interactive workshop we will explore ways to strengthen our emotional intelligence and develop simple strategies for helping our staff, volunteers and clients to feel good while doing good. Olivia Teter Head of Client Innovation Maria Huerta (hopefully) Room: TBD Equipment: Post its Colored pens Flip charts projector Facilitator: TBD

Introductions: name & comfort food

What is EQ?

What is EQ? Emotional intelligence is the ability to: recognize our own emotions recognize other people’s emotions label emotions appropriately use emotional information to guide thinking and behavior manage emotions to respond to the situation adjust emotions to achieve our goals

Science of EQ One of the key insights from the science of happiness is that our own personal happiness depends heavily on our relationships with others. By tuning into the needs of other people, we actually enhance our own emotional well-being.  - UC Berkeley’s Greater Good Science Center There is extensive research on the benefits of emotional intelligence. In the workplace people stay longer, have fewer sick days and are dramatically more productive when working with managers who demonstrate EQ. Studies show that teams trained in EQ have increased productivity up to 70% increase.

How do clients feel when they come to get food? Have participants call out responses. Olivia writes them on large flip chat page titled “How do clients feel coming to get food?".

How do we want clients to feel when they leave? Have participants call out responses. Olivia writes them on large flip chat page. Flip chart page titled “How do we want clients to feel when they leave?”

How do we help fill the gap?

Compassion A one-word solution for almost all the problems the world is facing today is 'compassion.' — Amma (Sri Mata Amritanandamayi Devi) Story of girl in intersection. Compassion in action.

Emotion Quilt Exercise Take a sheet of paper, fold in half and then half again to create four boxes. In each box write one emotion you feel right now. How do these emotions relate to each other

Triggering emotions Think about at time when someone at work made you feel angry or hurt

When trouble arises Become aware of your own emotional state Do a quick full body scan to identify stress spots Breath slowly and deeply

Calming the nervous system Breath, feel, notice

Compassion in action Creating moments of connection The primary goal of all people is belonging and significance - Alfred Adler

If you’re too busy to be kind…

Demonstrate & Train Take advantage of every opportunity for connection Greeting when people arrive, asking about how their day is going Suggesting food to take and how to use it, talking about nutrition Talking to people in line, updating about any changes or problems Promoting other social services that could be helpful Complimenting and expressing gratitude Asking for feedback, taking pop surveys Encouraging volunteerism Active listening, prepare to restate what you heard, don’t prepare your answer Repeat what you understood “sounds like you did not feel respected” Playing music and encouraging dancing Introducing people to each other/promoting cross cultural exchange Creating recipe exchanges Express gratitude for coming Ask them to come again, “See you next week” Call out ideas: Flip chart page labeled “Opportunities to connect”

The Guest House Jellaludin Rumi This being human is a guest house. Every morning a new arrival. A joy, a depression, a meanness, some momentary awareness comes as an unexpected visitor. Welcome and entertain them all! Even if they are a crowd of sorrows, who violently sweep your house empty of its furniture, still, treat each guest honorably. He may be clearing you out for some new delight. The dark thought, the shame, the malice. meet them at the door laughing and invite them in. Be grateful for whatever comes. because each has been sent as a guide from beyond.

Thank you! Olivia Teter – Head of Client Innovation oteter@shfb.org 415. 235. 2434 Judah Godoy – Volunteer Manger jgodoy@shfb.org 510. 754. 8631