Mastering 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 and, 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
  • Clarify Your Assumptions
  • Discussion- What Does Emotional Intelligence Really Mean?
  • Foundation Tools
    • Goals, Roles, and Process
    • Individual Activity: Your Goal for the Workshop
    • Agenda
    • Ground Rules
Module 2: Emotional Intelligence (EQ)
  • Get to Know People as Real People
  • Partner Activity: Introductions: What You Should Know About Me
  • Video : Personality and the Brain
  • Emotional Intelligence = Outcome Thinking
  • Discussion: Benefits of Emotional Intelligence
  • Four Core EQ Skills
    • Self-Awareness
    • Self-Management
    • Social Awareness
    • Relationship Management
  • Individual Activity: Emotional Hijacking
  • Five Competencies of Emotional Intelligence
    • Self-Awareness
    • Self-Regulation
    • Self-Motivation
    • Empathy
    • Effective Relationships
  • Video: Ladder of Inference
  • Pair Exercise :Managing Reactions – Controlling Emotional Hijacking
    • Three Fundamental Questions – Issue – Relationship – Outcome
    • Three-Step Model – Yourself – Person – Issue
  • Principles for Interactions
    • Building Blocks for Communication
    • Video: Celeste Headlee – 10 Ways to Have a Better Conversation
    • Video: A Venti Coffee
Module 3: EQ at Your Organization
  • Individual Activity: Self-Assessment
  • Group Activity: Strengths, Challenges, Needs
  • Discussion: High-Performance Work Environment and EQ
  • Professional Benefits of EQ
  • Your Emotional Wake
    • Individual Activity: What Do You Want Your Wake to Be?
  • Difficult Situations
    • Individual/Team Activity: Identify Your Difficult Situations
    • Emotional Self-Control
    • Application Exercise: Emotional Intelligence in Difficult Situations
    • Video: Confidence in Conflict
  • Practicing the Five Cores of EQ – Tools and Techniques
  • Creating Effective Relationships
  • EQ Influencing Skills
Module 4: Applying and Developing Your EQ
  • Group Activity: EQ Crossfire Game
  • Six Steps for Improving Emotional Intelligence
  • The ROI for Emotional Intelligence
  • Next Steps and Action Planning
Module 5: EQ Exercises
  • Biggest Mistake: How to Improve Work Situations with Emotional Intelligence
  • Emotions and Performance
  • Four-Step Process for Improving Emotional Intelligence
  • ABCs of Emotions
    • Activating Event
    • Beliefs
    • Consequences
    • Disputing Your Beliefs
    • Effective Beliefs
    • Focus
  • Steps for Decision Making
  • Suggested Reading and Resources