SPEAKER
Sandra Thompson is a Goleman Emotional Intelligence Coach and a consultant in Customer & Employee Experience. She believes that we have to understand the brain and the science of behaviour to really make a difference in the experience world.  Sandra has a background in marketing and started her consultancy Ei Evolution 14 years ago.  She's a trainer, consultant, coach, learning experience designer (she designs learning experiences), she lectures, has given a TEDx, gives keynotes, and in 2024 she hosted a Pawdcast about Emotional Intelligence and dogs, and wrote her first book "Shine Bright - a guide to becoming more emotionally intelligent.

DESCRIPTION
We're such a contradiction.  Humans.  Our brains are the most complex organic structure in the universe, yet the lessons we should learn to help us get along are simple. Who knew that likability would be the thing that made you effective at influencing, selling, and leading in any role, but especially customer and employee experience? This short hands-on session will give its audience a visceral experience, which will help them appreciate why they would be willing to go the extra mile for someone in the Customer Experience world and be willing to adopt new behaviours and actions in the Employee Experience world.  

By the end of this session, the audience will:
- Learn why understanding communication preferences can connect you faster to other humans than you think.
- Become familiar with some simple techniques to improve their likability with colleagues, customers, and leaders.
- Develop strategies to improve their likability and techniques to influence the likability of their peers.
- Review their responses to the experiments in the session, which will help them realize that this is work is not for the faint-hearted and little and often is the route to greater likability.

‍