Emotional INDEX

Human’s personality and importance of feelings

Positive mood of the team

Competence of emotional control as a guarantee of

efficient work of the company and high sales

Motivators of efficient work– WHAT DO THEY FEEL?

Oxytocin infected employees: concentration on positivism and success

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Managers MUST ask: How to change the emotions?

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Emotional competence of the employee

IMPORTANT, BECAUSE

Personal emotions realization: WHAT DO I FEEL?

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Research results

39%

27%

23%

17% 17% 15%

11% 10% 10%

7% 6% 5% 4% 4% 3% 3% 3% 1% 1%

POSITIVE

NEUTRAL

NEGATIVE

41%

20%

39%

What emotional state was the shop assistant in who

provide the service to you?

79%

58%

53%

47%

Answered passively

Showed indifference

Was distracted withother questions

Acted as a robot

76%

72%

46%

40%

38%

Tried to choose theappropriate product

Told about theproducts in details

Was deeplyinterested in your

situation

Tried to keep theconversation going

Actively proposed theproducts

87%

83%

77%

73%

64%

Tried to choose theappropriate product

Told about theproducts in details

Was deeplyinterested in your

situation

Tried to keep theconversation going

Actively proposed theproducts

POSITIVE NEUTRAL NEGATIVE

WHAT WAS THE EMPLOYEE DOING ?

Research results

66%

54%

46%

40%

Passively answeredyour questions

Demonstratedindifference

Was distracted withother things

Acted as a robot

83%

63%

58%

58%

Passively answered yourquestions

Demonstrated indifference

Acted as a robot

Was distracted with otherquestions

57%

52%

51%

38%

Tried to choose theappropriate product

Passively answered thequestions

Told about the products indetails

Was distracted with otherquestions

NEUTRAL STATE

CUSTOMERS MOOD

DISSATISFACTION DISAPPOINTMENT

Relationship between the actions of the employee and customer ‘s mood when

leaving the department

Relationship between the actions of the employee and customer ‘s mood when

leaving the department

94%

88%

79%

71%

67%

Tried to choose theappropriate product

Told about the products indetails

Was deeply interested inyour situation

Tried to maintain theconversation

Actively proposedtheproducts of the store

100%

91%

91%

82%

82%

Tried to choose theappropriate product

Was deeply interested in thesituation

Told about the products indetails

Actively proposed theproducts of the store

Tried to maintain theconversation

100%

100%

100%

100%

Активно предлагал продукты банка

Подробно рассказывал нюансы и процедуры

оформления банковского продукта

Пытлся поддерживать непринужденный разговор

Старался подобрать нужный продукт

EXCITEMENT

CUSTOMERS MOOD

GOOD MOOD PLEASANT SURPRISE

CRITICS

(evaluations

1-6)

45%

PASSIVES

(evaluations 7-8)

25%

PROMOTE

RS

(evaluations 9-10)

30%

8%

54%

91%

100%

100%

9%

35%

36%

9%

100%

91%

57%

10%

EXCITEMENT

PLEASANT SURPRISE

GOOD MOOD

NO EMOTIONS (NEUTRAL STATE)

DISSATISFACTION

DISAPPOINTMENT

ANGER, EMBARASSEMENT

CUSTOMERS MOOD Relationship between emotional state of the employee and customer,

willingness to recommend the employee

45%

24%

15%

14%

14%

Безразличный

Спокойный

Сдержанный

Уставший

Отчужденнный

51%

37%

26%

24%

16%

Calm

Confident

Optimistic

Reserved

Open

50%

50%

33%

25%

24%

Calm

Confident

Energetic

Optimistic

Easy-going

PROMOTERS

WISH TO RECOMMEND

CRITICS PASSIVE

Oxytocin infection: concentration on positive and success

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Employees MUST ask: How to change customer’s emotions?

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We measure Emotional influence

Methodology

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Training topics:

Мы проводим тренинги We carry out the trainings

Infect with love!