D’Amore-McKim School of Business
Using the Emotional Blueprint
in Personal Selling
Situation
Perceive
Felicia G. Lassk
D’Amore-McKim School of Business
Use
NCSM Teaching Workshop
April 10, 2014
Understand
Manage
D’Amore-McKim School of Business
Presentation Agenda
•
•
•
•
Emotional Intelligence and Personal Selling
The Abilities Model of Emotional Intelligence
The Emotional Blueprint
Training Activities
D’Amore-McKim School of Business
Emotional Intelligence and Personal Selling
• Higher EI leads to higher sales performance (Boyatzis et al., 2012; DeeterSchmelz & Sojka, 2003; Caruso & Salovey, 2004; Kidwell et al., 2007;
Kidwell et al., 2011; Pettijohn, Rozell & Newman, 2010; Rozell, Pettijohn &
Parker, 2006; Verbeke et al., 2008)
• Higher EI leads to higher job satisfaction (Lassk & Shepherd, 2013)
• EI positively correlated with customer orientation (Rozell, Pettijohn &
Parker, 2004)
• Ability to appraise others’ emotions moderates the relationship between
adaptive selling and customer-oriented selling on sales performance
(Kidwell, McFarland & Avila, 2007)
• EI positively related to creativity (Agnihotri et al., 2014; Lassk & Shepherd,
2013)
D’Amore-McKim School of Business
Emotional intelligence is "the ability to monitor one's
own and others' feelings and emotions, to
discriminate among them, and to use this information
to guide one's thinking and action".
Salovey & Mayer, 1990
D’Amore-McKim School of Business
Mayer & Salovey, 1997
1
PERCEIVE
4
MANAGE
USE
UNDERSTAND
3
2
D’Amore-McKim School of Business
Perceive
Happy
Perceive Emotion
Anger
Surprise
Contempt
Sadness
Disgust
Fear
D’Amore-McKim School of Business
Use
Use Emotion
D’Amore-McKim School of Business
Use
Use Emotion
D’Amore-McKim School of Business
Understand Emotion
What if? Analysis
• A client is frustrated. He has
repeatedly asked you for
more information. He is
more annoyed that you’ve
ignored his request. The
client will feel which
emotion?
Disgust
Sadness
Anger
D’Amore-McKim School of Business
Manage
Manage Emotion
D’Amore-McKim School of Business
The Emotional Blueprint
Situation
Caruso & Salovey, 2004: 245-251
Use
Understand
Manage
• What happened? What did you want to happen?
• Was there a better way to have handled it?
• How satisfied were you with the outcome?
• How satisfied do you think the other person was
with the outcome?
• What could you have done differently?
• Did your feelings guide you in the right direction?
Did you ignore them or pay attention to your gut
feel?
• What were your feelings telling you about this
situation?
D’Amore-McKim School of Business
• Emotional Blueprint Activities
– Review a movie excerpt
• The Pursuit of Happyness, Death of a Salesman,
Glengarry Glen Ross, Jerry McGuire, Tin Men
– Role plays scenarios
– Story telling
– Case study
– Past experience
– Apply “on the ground”
D’Amore-McKim School of Business
Thank you!