Developing your Emotional Intelligence
Did you know that Emotional Intelligence is a far more reliable indicator of success in our lives than a high IQ?
This workshop is aimed at anyone who leads a team, and first and foremost drives home the impact their behaviour has on team morale, well-being and results.
We explore the basic principles of emotional intelligence and learn how to nurture these all-important skills. Once they have developed their self-awareness and self-management skills they can bring these to bear in their own working environment.
Course Description
What is Emotional Intelligence?
Explore the concept of Emotional Intelligence and extend the idea of intelligence beyond the skills of logic and language that are measured in IQ tests.
Principal components of Emotional Intelligence
Explain the principal components of Emotional Intelligence – Self-Awareness, Emotional Self-Management, Social Awareness, Self-Management and Relationship Management. Understand how these components can be harnessed to increase our success, both in and out of the workplace.
Understanding and using your emotions
Develop ways in which you can tune into our emotions to obtain valuable information. Learn to be assertive; stay calm and remain focused to help us to move more effectively towards our goals.
Harnessing your Emotional Intelligence to improve relationships
Harnessing Emotional Intelligence to develop empathy for others and improve our interactions. Handling, managing and inspiring emotions in others to have better relationships.
Learning outcomes
By the end of the workshop you will be able to:
– Understand yourself and the impact you have on others.
– Develop empathy, resilience and drive – and understand why these are vital in the contact centre.
– Increase your Emotional Intelligence and develop the emotional and rational drivers for excellence.
– Understand the concept of a growth mindset vs. a fixed mindset.
– Gain insight into your own motivational drivers and how to overcome motivational blocks.
– Understand body language and how it impacts on others.
– Gain insight and awareness of your own scripts and communication styles.
– Develop assertiveness techniques to create win/win situations.
Organiser
As committed supporters of the contact centre industry since 1994, we know excellence, and we know how to create excellence through contact centre training. As well as providing first class service for customers, contact centres need to be efficient, joined up with the rest of the organisation and a place where team members are proud to work. That’s not always an easy balance to get right.
Through open courses and in-house training we support hundreds of contact centres using the latest best practice. Our training consultants are seasoned contact centre professionals who bring with them the practical experience to help your operation perform to the best it can be.
All our courses are listed below. They have been broken up into the following categories: Excelling Manager Courses – catered for every level, it’s for those ready to take the step up to team leader or junior management, for experienced managers reaching for excellence, or for those with some management experience. Specialist Skills Courses are for people at all levels looking to expand their skillset.
