Use of the eq-management concept in client interaction as a professional-applied guideline for a printing company project manager

Makatora, Alona; Makatora, Dmytro; Kubanov, Ruslan

Use of the eq-management concept in client interaction as a professional-applied guideline for a printing company project manager

Файли

7547-Текст статті-7465-1-10-20260323.pdf (308.18 KB)

Дата

2026

Автори

Makatora, Alona

Makatora, Dmytro

Kubanov, Ruslan

Видавець

Видавничий дім "Гельветика"

Анотація

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.

Ключові слова

EQ-management, emotional intelligence, printing company, projects, empathy, social skills, active listening, reframing, facilitation, customer communication, neuro-linguistic programming (NLP), manager-client communication model, EQ-менеджмент, емоційний інтелект, поліграфічна компанія, проєкти, емпатія, соціальні навички, активне слухання, рефреймінг, фасилітації, клієнтська комунікація, нейролінгвістичне програмування (НЛП), модель спілкування менеджера з клієнтом

Бібліографічний опис

Makatora, A. Use of the eq-management concept in client interaction as a professional-applied guideline for a printing company project manager / Makatora, A., Makatora, D., Kubanov, R. // Економіка та суспільство. - 2026. - Вип. 83. - 9 с. - Бібліогр.: 10 назв.