working towards great client service

Keep Calm and Go to Success

By La Hoang Thanh Thao (s3312526)

Account executive of Venus Communication

Reproduced from Truc 2012

As a student of professional communication, I understand that emotion takes an important role in daily life . However, I still concern how they would involve in communication industry in term of   working with client. Coincidentally  I had an interesting discussion with Ms. Truc Le – an account executive of Venus Communication about emotion few days ago. Having 2 years experiences as an account executive, her job requires interacting with many people to find clients and her responsibility is to build and maintain relationship with them. She shared with me her experience about how emotion involving in her work and how she can overcome difficulties by controlling her feelings.

I am writing down with a hope that it will useful for us – client management students, who will soon enter the industry.


Job satisfaction improves job performance and conversely.

Job satisfaction

“New account executive usually feel upset with complains from client, and tend to give up on it. The key is you need to find the causes of those stresses”

Emotional intelligent (EI) has been known as an element that influences human behaviors and interactions (Macaleer & Shannon 2002). Sy et al (2005) say that employees with high EI tend to have a high level of job satisfaction. The reason is their ability in the evaluation and adjustment of their own feelings are better than employees with lower EI. Understanding the cause of stress, and putting emotion under control would help you dealing with negative consequences, by that improving the job satisfaction (Sy et al. 2005).

Discussing with Truc about the hypothesis, she agrees that being aware of emotions and ability to deal with difficult situation is very important for employees, especially for the account executive. Sharing with me her own experiences, she said that as a new employee, young people like her is full of energy and eager to express themselves, therefore she easily felt depressed when ideas were rejected by clients. In addition, lacking of experiences also pushed her into difficulties in dealing with client, and also communicating with the creative team. Listening complains from both sides sometime drove her crazy. She said it had an impact on her feelings and obviously made her level of job satisfaction down at the beginning of her job.

Looking back her own experience, she regretted “It took me nearly fifth months to get use to the job and get close to other employees, sometimes, I think it would be easier for me if I had utilized my ability to appraise and manage emotions in others.” She completely agrees that  employees, especially, for young graduates should calm down  and find out what the causes, that make them frustrated about the job is.  It would improve your job satisfaction when starting your career. Truc generously supplemented a tip that you should try to make friend with your client, and entertain your job such as imagine the pitches as a date, by that you would alleviate the pressure of the work and you will have more motivation to accomplish your client.

Job performance

Your feeling can affect on your job performance, when you satisfy with the job, you will have more motivation to perform your best ability. When I asked Truc how she thinks about the relationship between emotion and the job performance, she laughed and said: “As close as brothers”. She explains “Take it simple, if you like a project, you will put all of your effort to complete the task, otherwise, you would do it as it is a part of your job, but you tend not to try your best and your performance, obviously, is not good.” Actually, people with high EI can enhance their job performance by both positive and negative emotions. They aware of how certain emotion can influence on behaviors therefore they set regulation for themselves (Goldman 1998). They control and manage their feelings to advance to get more positive interactions (Sy et al. 2005). For example, if you are excited or enthusiastic in the job, you can provide an excellent customer service. Conversely, if you have negative emotion such as anxiety, you should try to use it to facilitate your focus on work instead of losing control of your behavior. More over, experience is a treasure for people, who work in communication industry as you have been trained to solve problems. However, Truc stressed that emotion takes a crucial part to your success. She explained “Your job is to afford client’s demand but not at any cost, you have to deal at stage that brings benefits for company. So, you can try to persuade them by influencing their emotion.”

Emotional intelligent – a key to success

Emotional intelligent is crucial in workplace especially for people who work in agency and client service working environment. Truc stated “People do not have a glance at how high your GPA is; they look at your attitude and your behavior to judge you”. In fact, emotional intelligent is twice time more important than intelligent quotient (Khalili 2012) and it is considered one of the most important elements for a leader (Sy et al. 2005, Goldman 1998). Truc has specified the issue to her job, as the account executive, it would be an advantage if you can deeply understand you and your client feeling, you will be more patient and willing to deal with them. This would help you and your agency stand out from the crowd and catch client’s attention easier. Moreover, being aware of your own emotion would help you to control your behavior in building and maintaining relationship with customer.

Word count: 917


Goleman D 1998, “What Make a Leader”, pp. 82-90

Khalili 2012, ‘The Role of Emotional Intelligence in the Workplace: a Literature Review’, International Journal of Management, vol. 29, no.3, pp. 355-370.

Truc L 2012, Conversation, December 23 2012.

Sy T et al. 2005, ‘Relation of employee and manager emotional intelligence to job satisfaction and performance’, Journal of Vocational Behavior, vol. 68, pp. 461–473.

Proof of life

Proof of life

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3 thoughts on “Keep Calm and Go to Success

  1. Pingback: How to impress your client | CareerAdvisor

  2. Info shared seems too general. It would be nice to compliment the theoretical info with practical tips one can do to “calm down” in the office like: … check Facebook for 5 minutes when stressed, instead of drinking caffeine drink water, keep a secret stash of chocolates for emotional meltdowns, do breathing exercises, or even create a ‘panic room’ in the office where employees can shout freely or have a punching bag for them to use. ~Mel C

  3. Pingback: How to impress your client | The Career Advisor

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