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Qatar Airways embraces emotional intelligence training

Posted 11 March 2015 · Add Comment

Qatar Airways has partnered with Six Seconds to introduce enhanced emotional intelligence training. Seventeen members from the Customer Experience Training Team have successfully completed a customised training programme developed by Six Seconds, to become certified practitioners in Emotional Intelligence.

Qatar Airways’ Customer Experience Department has also commenced training of its on board leaders in the area of Emotional Intelligence and these workshops will be extended to all Customer Experience staff from April onwards. 

Emotional Intelligence, also referred to as EQ, is the ability to perceive, manage and effectively communicate by understanding one’s emotions as well as those of others in order to facilitate higher levels of communication and successful interaction. 

Qatar Airways senior vice president customer experience, Rossen Dimitrov, said: “Qatar Airways is highly supportive of learning and development and this effective training programme will be highly beneficial for our trainers, our staff and ultimately for how we communicate with our customers. 

“By involving our customer experience staff in emotional intelligence training, they are able to develop the skills and knowledge to better understand our passengers’ needs, how to manage their expectations and ultimately leave our passengers with even more positive memorable experiences. 

“We also recognise the importance of emotions and want to create an organisation that is emotionally intelligent because that brings about numerous positive changes, including training effectiveness and customer service excellence, as well as an improvement in employee performance. Our staff are one of our most valuable assets and on-going training is a vital part of their development.”

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