EQ Skills for Team Leaders and ManagersEmotional Intelligence

Introduction

Learn effective techniques to control your emotions, improve your relationships and deal with challenging situations and people. When it comes to happiness and success at work, emotional intelligence (EQ) matters just as much as intellectual ability or IQ. Emotional intelligence helps you build stronger relationships, succeed at work and achieve your career and personal goals. Building your emotional intelligence can also help you connect to your feelings, manage stress, turn intention into action, and make informed decisions about the things that matter most to you. Learn more about why emotional intelligence is so important and how you can boost your own EQ by mastering a few key skills.

Key Takeaways

Upon completion of this workshop, participants will be able to;

• Define Emotional Intelligence (EQ)
• Identify the benefits of having higher emotional intelligence
• Learn the four core skills required to practice emotional intelligence
• Define and practise self-management, self-awareness, self-regulation, self-motivation and empathy
• Successfully communicate with others in a non-verbal manner
• Verbally communicate with others with emotional awareness
• Interpret and manage your emotions in any situation
• Master tools to regulate and gain control of your own emotions
• Articulate your emotions using the right verbal and non-verbal language
• Balance optimism and pessimism for best outcomes
• Effectively impact others emotional experiences
• Relate emotional intelligence to workplace situations
• Implement these concepts and techniques in the workplace

Who Should Attend

Administrators, Managers, Supervisors and Team Leaders who are interested in managing themselves and others more effectively will find this workshop very useful.

Programme Outline

Module 1: Introduction

• The Course Explained                                                              
• Learning Outcomes
• More Later
• Action Items

Module 2: Becoming Self-Aware

• Self-Awareness Explained
• Self-Manage for Success
• Being Open to Opposing Viewpoints
• Learn to Compromise for Success
• Choose Your Attitude

Module 3: Self-Motivation (M)

• Optimism
• Pessimism
• The Balance between Optimism and Pessimism
• The Power of Re-Framing: The Balance between Optimism and Pessimism

Module 4: Social Skills (SS)

• Making an Impact
• Creating a Powerful First Impression
• Assessing a Situation
• Being Zealous without Being Offensive
• Traits of a Person with High Social Skills

Module 5: Social Management and Responsibility

• Articulate your Emotions Using Language
• Business Practices
• Understand Emotions and How to Manage Them in the Workplace
• Role of Emotional Intelligence at Work
• Disagreeing Constructively

Module 6: Emotional Intelligence Defined

• Benefits of EQ
• The Academic Theory of EI & Assessing EQ
• Five Dimensions of the Trait EI Model
• EQ Self-Assessment Activity

Module 7: Self-Management/Regulating Your Emotions

• ‘EQ" in Action
• Emotional Science
• Amygdala Hijack - What’s Happening Inside Our Head When We Lose Control
• Understanding Emotions
• Find Your Self-Control
• Using Coping Methods
• Relaxation Techniques

Module 8: Empathy (E)

• What are the Barriers to Empathy?
• Developing Your Empathy
• Empathising with Others

Module 9: Skills in Emotional Intelligence

• How to Accurately Perceive Emotions
• Use Emotions to Facilitate Thinking
• Understand Emotional Meanings
• Manage Emotions

Module 10: Verbal Communication Skills

• Verbal Communication – Clear Message, Emotionally Effective
• Focused Listening
• Asking Questions
• Communicating with Flexibility and Authenticity

Module 11: Non-Verbal Communication Skills

• Body Language
• The Signals You Send to Others
• It’s Not What You Say. It’s How You Say It

Module 12: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Methodologies

Mini-lectures, case studies, peer sharing, group discussions, role-play, hands-on exercises.

Programme Trainer

Mr Pillay has over 35 years of operational experience in the Aviation industries, including training cabin crew, doing appraisal reports on cabin crew, audit on safety, security, and training and education. Starting as a cabin crew member, he quickly ascended to the position of Check Trainer during his tenure with Singapore Airlines. His training specialities focus on areas like Customer Communication, Interpersonal Skills, Leadership and Customer Service, Train-the-Trainer and Creativity and Innovation. 

He has delivered many training workshops for organisations like Paramount Airways in South India from 2006 - 2007 (G.M In-Flight Service). Mr Pillay also set up a Training Academy called Skyblue Aviation Academy with an Airbus A320 mock-up in Hyderabad, India, prepared the customer service manual and trained the Trainers from 2007-2008.

Some of his Expertise Training Programme Conducted, include: 

• Lead a Customer-Focused Organization
• Develop Personal Effectiveness
• Coaching for Peak Performance
• Facilitate the Effectiveness of Communication and Engagement
• Communicate and Relate Effectively at the workplace
• Lead a Team to Participate in the Service Innovation Process
• Teambuilding
• Handling Difficult Customers and Situation
• Certified Service Professional
• Coach Service Teams and Individuals
• Offer Customized and Personalized Service
• Lead a Service Team