Emotional Intelligence

Workshop Overview:

Welcome to the Emotional Intelligence workshop. Emotional Intelligence is defined as a set of competencies demonstrating the ability one has to recognize his or her behaviours, 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 humour 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.

Workshop Objectives:

  • Define and practice self-management, self-awareness, self-regulation, self-motivation, and empathy.
  • Understand, use and manage your emotions.
  • Verbally communicate with others.
  • Successfully communicate with others in a non-verbal manner.
  • Identify the benefits of emotional intelligence.
  • Relate emotional intelligence to the workplace.
  • Balance optimism and pessimism.
  • Effectively impact others.

Course Module:

Module One: Getting Started

  • Workshop Objectives

Module Two: What is Emotional Intelligence?

  • Self-Management
  • Self-Awareness
  • Self-Regulation
  • Self-Motivation
  • Empathy
  • Case Study
  • Review Questions

Module Three: Skills in Emotional Intelligence

  • How to Accurately Perceive Emotions
  • Use Emotions to Facilitate Thinking
  • Manage Emotions
  • Case Study
  • Review Questions

Module Four: Verbal Communication Skills

  • Focused Listening
  • Asking Questions
  • Communicating with Flexibility and Authenticity
  • Case Study
  • Review Questions

Module Five: Non-Verbal Communication Skills

  • Body Language
  • It’s Not What You Say, It’s How You Say It
  • Case Study
  • Review Questions

Module Six: Social Management and Responsibility

  • Benefits of Emotional Intelligence
  • Articulate your Emotions Using Language
  • Case Study
  • Review Questions

Module Seven: Tools to Regulate Your Emotions

  • Seeing the Other Side
  • Self-Management and Self-Awareness
  • Giving in Without Giving Up
  • Case Study
  • Review Questions

Module Eight: Gaining Control

  • Using Coping Thoughts
  • Using Relaxation Techniques
  • Bringing it All Together
  • Case Study
  • Review Questions

Module Nine: Business Practices (I)

  • Understand Emotions and How to Manage Them in the Workplace
  • Role of Emotional Intelligence at Work
  • Disagreeing Constructively
  • Case Study

Module Nine: Review Questions

  • Module Ten: Business Practices (II)
  • Optimism
  • Pessimism
  • The Balance Between Optimism and Pessimism
  • Case Study
  • Review Questions

Module Eleven: Making an Impact

  • Creating a Powerful First Impression
  • Assessing a Situation
  • Being Zealous without Being Offensive
  • Case Study
  • Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Lessons Learned