Bankers are discovering their sensitive side, according to the British Bankers Association. In their recent report the BBA highlights the work of the ‘Vulnerability Taskforce’ , to which the BBA and its members are making a commitment to ensure that:
‘Customers in vulnerable circumstances are treated not only fairly but with empathy and sensitivity to their circumstances.’
Expect banking staff to receive training in identifying vulnerable people and in showing empathy. It’s an important development – and should result in banks helping people before they get into difficulties, for example over mortgage repayments.
If you want to learn more about Emotional Intelligence and Interpersonal Relationships, here is an excerpt from our popular Q Guide.
Arguably the attribute that best characterises EI is the set of skills associated with Interpersonal functioning. How well we connect with and relate to others is at the heart of why EI is important to success.
Dale Carnegie’s book, ‘How To Win Friends And Influence People’ has sold over 15 million copies since its publication in 1936. Really the first ‘self-help’ book, it sets out some eternal wisdom about how to build vital bonds with others:
- Become genuinely interested in other people.
- Smile.
- Remember that a person’s name is, to that person, the sweetest and most important sound in any language.
- Be a good listener. Encourage others to talk about themselves.
- Talk in terms of the other person’s interests.
- Make the other person feel important – and do it sincerely.
Pay Attention to three things:
- Interpersonal relationships – investing time and energy in establishing high quality relationships; being sociable and trustworthy
- Empathy – listening attentively to others and ‘tuning in’ to them; responding sensitively and compassionately to others’ needs
- Social responsibility – being a cooperative, contributing member of a team, group, organisation or community; demonstrating a healthy regard for social norms and the ‘greater good’
Whether you’re a full-on extrovert or more a quieter introvert, we can all improve our connectivity with others through practice. Here’s a simple idea you can try every day at the coffee store. When ordering, think about where the coffee came from, and who might have grown it. Instead of simply transacting your business with the barista, be curious, and engage them in conversation. Pay full attention to them, smile, and be interested in their world. It takes but a few minutes. Do it often and as you get comfortable, do it often at work and elsewhere too.
Q. Learning’s successful certification courses in emotional intelligence – in partnership with MHS, publishers of the international renowned EQI 2.0 – are open for you to book on now. Click here…
Download the BBA publication at https://www.bba.org.uk/publication/bba-reports/improving-outcomes-for-customers-in-vulnerable-circumstances/
