Emotional Intelligence is defined as a set of competencies demonstrating the ability one has to recognize his or her behaviors, moods, and impulses, and to manage them best according to the situation.

This workshop 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 humor 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.

At the end of this workshop, participants should be able to:

• 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 Outline:

Module One: Getting Started

Icebreaker

Housekeeping Items

The Parking Lot

Workshop Objectives

Module Two: What is Emotional Intelligence?

Self-Management

Self-Awareness

Self-Regulation

Self-Motivation

Empathy

Module Three: Four Skills in Emotional Intelligence

How to Accurately Perceive Emotions

Use Emotions to Facilitate Thinking

Manage Emotions

Module Four: Verbal Communication Skills

Focused Listening

Asking Questions

Communicating with Flexibility and Authenticity

Module Five: Non-Verbal Communication Skills

Body Language

It’s Not What You Say, It’s How You Say It

Module Six: Social Management and Responsibility

Benefits of Emotional Intelligence

Articulate your Emotions Using Language

Module Seven: Tools to Regulate Your Emotions

Seeing the Other Side

Self-Management and Self Awareness

Giving in Without Giving Up

Module Eight: Gaining Control

Using Coping Thoughts

Using Relaxation Techniques

Bringing it All Together

Module Nine: Business Practices (I)

Understand Emotions and How to Manage Them in the Workplace

Role of Emotional Intelligence at Work

Disagreeing Constructively

Module Ten: Business Practices (II)

Optimism

Pessimism

The Balance between Optimism and Pessimism

Module Eleven: Making an Impact

Creating a Powerful First Impression

Assessing a Situation

Being Zealous without Being Offensive

Module Twelve: Wrapping Up

Words from the Wise

Review of Parking Lot

Lessons Learned

Completion of Action Plans and Evaluations