Emotional Intelligence Demystified
This course is about understanding how emotion affects work performance and relationships in the workplace. It demonstrates how to ensure emotions can be controlled and focused into ‘enhanced efficiency’ and ‘relational effectiveness’.Objectives
By the end of the course delegates will be able to:- have an understanding of how working relationships can be improved
- gain an insight into the underlying emotions which shape one’s own and others’ behaviours
- control and deal with one’s own emotions
- read and respond effectively to the emotions of others
- build empathic relationships with others
Contents
- the relationship between emotion and intelligence
- the root cause of emotion
- how emotions can affect everything we think, feel and do
- the three families of emotion
- the difference between emotions and feeling
- why we become emotionally over-sensitive
- the difference between reaction and response
- the relationship between emotion and motivation
- cultivating awareness of others’ emotions
- developing emotional literacy
- the difference between empathy, sympathy and apathy
Suitable for
Anyone working in environments where there are frequent and challenging communication with and customers. Particularly useful for those who need to understand the underlying nature of colleagues and others’ responses, and who want to improve the quality of their interactions.
INTENSIVE COURSE
£449 + VAT (1 day)
2012
Mar 16
Jul 27
Oct 19