1. 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

2. Introductions:
name & comfort food

3. What is EQ?

4. 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

5. 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.

6. 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?".

7. 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?”

8. How do we help fill the gap?

9. 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.

10. 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

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

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

13. Calming the nervous system
Breath, feel, notice

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

15. If you’re too busy to be kind…

16. 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”

17. 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.

18. Thank you! Olivia Teter – Head of Client Innovation
Judah Godoy – Volunteer Manger