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

Learning Objectives:

At the end of this session, participants will be able to:

• Recognize and understand the five competencies for building Emotional Intelligence;
• Establish self-motivation and job satisfaction as factors that contribute to high performance;
• Identify practical tools and skills for communicating effectively, assertively, and collaboratively
• Apply communication approaches and skills for developing relationships and ownership for successful outcomes and follow through;
• Demonstrate skills for conflict management and dealing with difficult situations;
• Choose perceptions and behaviours that will lead to positive outcomes.

Course Outline

• Introduction
• Emotional Intelligence in the Workplace
• Participant Challenges and Goals
• Emotional Intelligence
• The Five Competencies of Emotional Intelligence
• Self-Awareness
• Self-Regulation
• Self-Motivation
• Empathy
• Effective Relationships
• Applying the Competencies
• Choice and Control Model
• Outcome Thinking
• Dealing with Individual Challenges
• Develop an Action Plan