USE OF THE EQ-MANAGEMENT CONCEPT IN CLIENT INTERACTION AS A PROFESSIONAL-APPLIED GUIDELINE FOR A PRINTING COMPANY PROJECT MANAGER
Abstract
The study systematizes the main elements of EQ-management (self-awareness, self-control, motivation, empathy, social skills, adaptability, and conflict competence) and demonstrates their practical application in the printing industry. Based on case studies, it is proven that the use of these elements enables managers to transform conflict situations into a resource for development, reduce the risk of escalation, optimize costs, and build long-term customer trust. Effective EQ-management techniques are summarized separately, including active listening, emotional validation, “I-messages,” reframing, clarification questions, empathic reflection, adaptive style, and constructive facilitation. The top three techniques that form the core of practice are identified: active listening combined with emotional validation, clarification questions combined with reframing, and facilitation with win-win negotiations.
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Makatora A., Makatora D., Kubanov R. Developing and applying communicative NLP rapport in the managerial practice of publishing and printing companies: A methodological perspective. Modeling the Development of the Economic Systems. 2025. № 3. Р. 125–136. DOI: https://doi.org/10.31891/mdes/2025-17-18
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Microsoft. Empathy-Driven Leadership under Satya Nadella. URL: https://www.microsoft.com (дата звернення 03.03.2026)
Delta Airlines. Emotional Intelligence in Leadership and Customer Service. URL: https://www.delta.com (дата звернення 03.03.2026)
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