Emotional Intelligence is defined as a set of competencies demonstrating the ability one has to recognize his or her behaviors, moods, and impulses, and to manage them best according to the situation.
This course will give you the tools you need to be emotionally intelligent in your workplace. An employee with high emotional intelligence can manage his or her own impulses, communicate with others effectively, manage change well, solve problems, and use humor to build rapport in tense situations. These employees also have empathy, remain optimistic even in the face of adversity, and are gifted at educating and persuading in a sales situation and resolving customer complaints in a customer service role.
Outline:
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: What is Emotional Intelligence?
- Self Management
- Self Awareness
- Self Regulation
- Self Motivation
- Empathy
Module Three: Four Skills in Emotional Intelligence
- How to Accurately Perceive Emotions
- Use Emotions to Facilitate Thinking
- Manage Emotions
Module Four: Verbal Communication Skills
- Focused Listening
- Asking Questions
- Communicating with Flexibility and Authenticity
Module Five: Non-Verbal Communication Skills
- Body Language
- It’s Not What You Say, It’s How You Say It
Module Six: Social Management and Responsibility
- Benefits of Emotional Intelligence
- Articulate your Emotions Using Language
Module Seven: Tools to Regulate Your Emotions
- Seeing the Other Side
- Self Management and Self Awareness
- Giving in Without Giving Up
Module Eight: Gaining Control
- Using Coping Thoughts
- Using Relaxation Techniques
- Bringing it All Together
Module Nine: Business Practices (I)
- Understand Emotions and How to Manage Them in the Workplace
- Role of Emotional Intelligence at Work
- Disagreeing Constructively
Module Ten: Business Practices (II)
- Optimism
- Pessimism
- The Balance between Optimism and Pessimism
Module Eleven: Making an Impact
- Creating a Powerful First Impression
- Assessing a Situation
- Being Zealous without Being Offensive
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
For more information about this course, kindly contact us at: