O profissional de secretariado como mediador da inteligência emocional no atendimento ao público

Abstract

The career of the secretarial professional is marked by a constant evolution and to keep up with this advance it is important to increasingly broaden their field of knowledge so that their work stands out and guarantees satisfactory results. In today's business world, studies show that the use of emotions has an influence on human behavior, while the way of serving the public is fundamental to obtain professional success. The main purpose of this study is to understand how secretarial professionals can mediate the use of emotional intelligence in customer service. The research is a systematic review of the literature on the secretarial professional as a mediator of emotional intelligence in serving the public. The research was conducted in the period between March 2021 and January 2022, where 16 articles and books published between 2010 and 2019 were included, with relevance to the proposed theme. Through this study, it was possible to point out which attitudes have a positive effect on customer service allied to emotional intelligence. Because of this, the theme in question addresses two prominent issues in any corporate environment.