Emotional Intelligence

Who is it for
For those working in environments where there are frequent and challenging interactions with colleagues and customers. Particularly useful for those who need to understand the underlying nature of their own and othersÂ' responses, and who want to improve the quality of their interactions.



What is it about
· A clear understanding of how working relationships can be improved
· An insight into the underlying emotions which shape oneÂ's own and othersÂ' behaviours
· How to control and deal with oneÂ's own emotions
· How to read and respond effectively to the emotions of others
· How to build empathic relationships with others



What will i get out of it

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 greater Â'task efficiencyÂ' and Â'relational effectivenessÂ'. A combination of insight, skills and abilities are identified and practised to enable you to drastically improve your ability to grasp what is driving a particular situation and adapt your behaviour to gain the most beneficial outcome.


Course overview
Understanding how emotions work
- 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 feelings
- Why we become emotionally over-sensitive
- How to avoid emotional confusion


How to manage and control oneÂ's own emotions
- The difference between reaction and response
- The relationship between emotion and motivation
- Identifying the learned beliefs that shape many of our emotions
- Increasing self-motivation


How to respond to othersÂ' emotions
- Cultivating awareness of others' emotions
- Non-verbal communication and how to listen with your eyes
- Developing emotional literacy
- The difference between empathy, sympathy and apathy
- Building empathic relationships
- The art of non-violent communication