What you will learn

Course description: 

Given the increased competitive pressures of a global market place and increased demands in customer requirements, professionals have found they must sell differently and to different decision makers than they did in the past. These new requirements can result in a wide range of feelings and frustration. This requires learning how to manage  tension and increase personal (emotional) comfort in adapting to various challenging situations and challenges. This one-day workshop enables participants to learn and understand the impact of emotions in the workplace. Participants will develop a greater awareness of emotional reactions and those of their direct reports. Also, participants will learn how to communicate with their direct reports in ways that help them to manage their emotions more effectively.



Course objectives: 

Upon completion of this course, the participant should be able to:

  • Understand what emotional intelligence is
  • Explore the case for emotional intelligence as it relates better customer and colleague interaction
  • Develop timely awareness of emotions “in the moment”, especially while working with internal and external customers
  • Manage emotion and using the “right” emotion to enhance business effectiveness
  • Apply your emotional intelligence protocol to the appropriate situation so that progress is made and resistance is contained
  • Increase perceptual sensitivity to detect andrespond to subtle customer signals
  • Identify and responding to the critical incidents that trigger unproductive behavior and actions
  • Create a personal action plan for immediate application
Course details

Course Code: 


Delivery method: 

  • Instructor-led


  • English


1 Day

Course disclaimer: 

The content is for information and education only. The content is not intended to provide medical advice, diagnosis, or treatment. Please see the full terms of use for this content and this website.

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