event description

Objectives
At the end of this two-day workshop, participants will:
- Say what are emotional intelligence and the components of the emotional system
- Apply the skills learnt to increase self-awareness acquire and therefore be able to manage/regulate their emotions more effectively
- Apply the techniques to manage self control
- Use techniques learnt in exercising optimism to reduce stress in difficult customers situations
- Say the differences between passive, assertive and aggressive behaviours
- Demonstrate what is assertive communication skills
- Demonstrate empathy to customers and build relationship with them
- Using the CLEAR technique to help customers stay calm so as to be able to help them resolve issues


Outline
Introduction to EI
- Things you need to know about Emotional Intelligence?
- Competencies in Emotional Intelligence
- Steps to developing Emotional Intelligence

Developing Your Self-Awareness
- Strategies to increase self-awareness

Managing your Emotion
- The emotional system
- Managing the emotion in dealing with situations/people/events

Motivating Yourself
- Practise Optimism to reduce stress and to stay motivated to cope with the stress

Building Relationship With Others
- Building relationship with colleagues
- What makes an effective relationship
- Create empathy in your relationship with colleagues/customers
- The empathy techniques
- Develop assertiveness as opposed to aggressiveness in dealing with colleagues/customers
- Guidelines to assertiveness

Helping Others Help Themselves
- Guidelines to dealing with an angry/irate colleagues/customers