Building Emotional Intelligence

  • Two 3.5 Hour Sessions
  • .7 CEU/7 PDU/Credits/Units
  • MDV1493Course Code
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Course description

Our ability to deal effectively with our emotions in the workplace 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 combined with native intelligence increases our ability to successfully manage the constant challenges from customers and our business associates

Through skill-building exercises and group discussion, this 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 their roles and manage their emotions with confidence and positive results.

Course Objectives
  • Self-assess proficiency in four domains of emotional intelligence (EI)
  • “Track” emotions in your mind and body
  • Articulate ways to build self-awareness
  • Describe techniques for de-escalating personal emotional responses
  • Decode emotions in another person
  • Practice active listening techniques in a real-life scenario
  • Connect a productive conversation mindset with a positive outcome
Course Outline

Session 1: Starting with Self

Getting Started
  • Welcome and Introductions
  • Course Goal and Objectives
  • Opening Activities
  • Emotional Intelligence in the Workplace
The Five Key Skills of Emotional Intelligence
  • Self-Awareness
  • Self-Regulation
  • Motivation
  • Empathy
  • Interpersonal Relationships
Starting with Self
  • Emotional Intelligence Skills Self-Assessment
  • Activity: Decoding Emotions — Listening to “The Music”
  • The Importance of Congruent Communication
  • Activity: How the Body Keeps Score
  • Getting to Emotional Neutral
  • Acting by Choice, not Impulse
Enhancing Self-Awareness
  • Mindfulness
  • Monitoring Your Self-Talk
  • Identifying Unhelpful Thinking Patterns

Session 2: Building Relationships

Perceptions Versus Reality
  • The Paradigm of “Seeing”
Understanding Others
  • Intention vs. Impact
  • Class Activity: Story Time
  • Ladder of Inference Model
  • Video: Rethinking Thinking
Communicating Effectively
  • Effective Communication Requirements
  • Class Discussion: Communication Filters
  • Group Activity: Decoding Emotions
Listening to Understand
  • Listening Skills Spectrogram Activity
  • Three Levels of Listening
  • Using Empathy to Tune into Emotion
  • Nonverbal and Verbal Listening Techniques
  • Paired Activity: Listening Actively
A Productive Conversation Mindset
  • Productive Mindset = Outcome Thinking
  • Group Activity: Making a Change
  • Emotional Intelligence Force-Field Analysis
Wrap-Up and Personal Action Planning