Emotional Intelligence

Course overview 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 others’ responses, and who want to improve the quality of their interactions.

What is it about?

This course is about understanding how emotion affects work performance and relationships in the workplace. It covers how to ensure emotions can be controlled and focused into greater ‘task efficiency’ and ‘relational effectiveness’. 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.

What will I get out of it?

• A clear understanding of how working relationships can be improved

• An insight into the underlying emotions which shape one’s own and others’ behaviours

• An ability to control and deal with one’s own emotions

• The skills to read and respond effectively to the emotions of others

• An understanding of how to build empathic relationships with others

What will I learn? 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 one’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 others’ 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

All of our courses are worth 6 hours of CPD per day.

An excellent well run course. The trainer was knowledgeable and imparted knowledge well making even complicated concepts easy to understand. A very enjoyable day. “

- Margaret Duke

Office of Rail Regulation (Orr)

Personal Development