Emotional Intelligence

Course description

Our ability to deal effectively with our emotions in the work place is critical to our success as managers and service providers. As the pace of the world increases and our environment makes more and more demands on our cognitive, emotional and physical resources, Emotional Intelligence is increasingly critical as a skill set. Emotional Intelligence strategies combine with native intelligence increase our ability to successfully manage the constant challenges from customers and our business associates.

Through skill building exercises, and group discussion, this one-day course will provide you with the opportunity to identify your own challenges in maintaining positive environments and collaborative relationships as well as overcoming resistance and negativity. Participants will explore tools, techniques, skills and perceptions to perform your role and manage your emotions with confidence and positive results.

Who should attend

Individuals who will benefit from this course include those who wish to accomplish the following:

  • Increase deliberateness in making decision
  • Temper negative responses to distressing situations
  • Improve conflict and communication skills

What you will achieve

  • Understand the importance of using emotional intelligence.
  • Create an environment for productive work relationships.
  • Use a model to guide your responses to difficult and challenging situations.
  • Learn an approach for more intentional actions.
  • Self-motivate while tempering negative responses.
  • Adopt team communication skills for running effective meetings, decision-making, and creative problem solving.
  • Develop one-on-one communication skills for constructive feedback and conflict management.
  • Practice applying tools and skills through individual and group exercises.
  • Gain the confidence to deal with resistance and negativity.
  • Demonstrate leadership qualities that promote trust, motivation, and commitment to results.
  • Develop skills in “outcome thinking.”

What you will learn

  • How to recognize and understand the five competencies for building Emotional Intelligence
  • Self-motivation and job satisfaction as factors that contribute to high performance
  • Practical tools and skills for communicating effectively, assertively, and collaboratively
  • Influencing and partnering skills
  • Communication approaches and skills for developing relationships and ownership for successful outcomes and follow through
  • Skills for conflict management and dealing with difficult situations
  • How to choose perceptions and behaviors that will lead to positive outcomes
Course Outline
Module 1: Introduction
  • Emotional Intelligence in the Workplace
Module 2: The Five Competencies
  • Self-Awareness
  • Self-Regulation
  • Self-Motivation
  • Empathy
  • Effective Relationships
Module 3: Developing Emotional Intelligence
  • Objectives of Emotional Intelligence
  • Emotions and Performance
  • Four-Step Process
  • Five Factors of Emotional Intelligence
Module 4: Applying the Competencies
  • Perceiving and Interpreting Scenarios
  • Managing High/Low
  • Managing a Reaction
  • ABCs of Emotions
  • Decision Making
  • Emotional Goal-Setting in Groups
  • Influencing
Module 5: Summary and Close
  • Six Steps for Improving Emotional Intelligence