Communication is so much more than just the words we hear. Communication is body language, tone, facial expression, and emotion. In fact, it’s the emotional part of our brains that’s the primary influencer of our communication perception. And it’s emotional intelligence (EQ) and insight into the conversation that’s essential to develop a more profound and genuine understanding of our daily communication.
Facial coding — recognizing and understanding what people are saying emotionally through their faces — is one way to better assess what people are actually communicating to us. And it’s through this process of becoming emotionally literate we’re able to enhance our communication, leading to more meaningful, human-centered connections.
Our guest today is Dan Hill, Ph.D. Dan is a facial coding and EQ expert, President at Sensory Logic, and podcast host of Dan Hill’s EQ Spotlight. Dan specializes in analyzing emotions, facial expressions, and personality traits. He provides EQ insights for leaders and communicators. These insights are used as a guide to improving leadership through the understanding of the human mind and complex emotions.
In his role at Sensory Logic, Dan has advised people in politics, business, sports, law, and more. He also holds seven U.S. patents associated with the analysis of facial coding data. He’s written an impressive nine books including the brand-new Blah, Blah, Blah: A Snarky Guide to Office Lingo. We talked extensively about Dan’s background and the power of faces and video messaging back on Episode 75 of this podcast.
During this conversation, Dan provided some key examples of facial coding that all leaders should be aware of. For instance, flat affect or neutral engagement usually means the general response to what’s being said is negative. In addition, people also often camouflage their emotions, with the smile being the most frequent way to do so. Finally, when it comes to taking a team forward, spotting the appearance of fear is critical. Fear can be a great motivator, but it can also significantly inhibit growth and success.
Dan is back on the podcast part of a special series we’re doing this summer here on The Customer Experience Podcast. He’s one of 11 experts that Steve Pacinelli and I interviewed in-depth in the process of writing our second book, Human-Centered Communication (available for preorder now, releasing formally in October on Fast Company Press). Throughout this series, we’re back in conversation with each of them in a way that adds to – rather than restates – their insights featured in the book.
In our conversation today, Dan talks with us about:
• How to infuse mission and purpose into our work for employee retention
• Why contempt and sadness can be dangerous emotions
• What to do to raise our emotional literacy
• How Steve Jobs illustrates the negative and positive sides of anger
• Why emotions stand apart from the rational parts of the brain
Emotional Intelligence and Human-Centered Connection
Hear Episode 153 and every other conversation on The Customer Experience Podcast in your preferred podcast player …
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We also embed the full conversation in a playable and searchable format right here in these blog posts. The recording with Dan Hill Ph.D. is right here …
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Video Highlights: Emotional Intelligence and Human-Centered Connection
Check out the top five video highlights from the discussion with Dan Hill Ph.D., EQ expert and President of Sensory Logic…
1. Customer Experience is Esprit de Corps
2. Examples of Facial Coding
3. Two Sides of Each Emotion (Steve Jobs)
4. EQ Insights for Leaders
5. Why Read Human-Centered Communication (Emotional Brilliance with Adam Contos)
Links Related to This Conversation:
- Dan Hill, Ph.D. on LinkedIn
- Sensory Logic
- Grand Performance
- Episode 75: Emotional Intelligence and The Power of Faces
- Blah, Blah, Blah: A Snarky Guide to Office Lingo
- Human-Centered Communication: A Business Case Against Digital Pollution
More in Our Human-Centered Communication Series:
- Episode 148 with Dan Tyre, “Video Messaging and The Next Normal”
- Episode 149 with Lauren Bailey, “A Blissful Approach to Training Customers and Employees”
- Episode 150 with Dr. Nick Morgan, “Why Your Virtual Relationships Degrade Over Time”
- Episode 151 with Mathew Sweezey, “Creating Holistic and Immersive Experiences”
- Episode 152 with Morgan J. Ingram, “Creating an Environment of Continuous Coaching”
Coming Soon in This Series:
- Julie Hansen — Professional Actor and Creator of the Selling on Video Master Class
- Shep Hyken — Customer Experience Expert and Author of I’ll Be Back: How to Get Customers to Come Back and Back Again.
- Mario Martinez Jr. — CEO of Vengreso and Modern Sales Evangelist
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