Course 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.

Course Benefits

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

Understand the elements of Emotional Intelligence (EQ)
Know how feelings and emotions affect performance
Manage feedback, continuous learning and personal development more effectively
Seek and develop innovative ideas to work problems
Adopt a higher level of performance orientation at the workplace
Use the skills to cooperate and collaborate more effectively to achieve the organisational and personal goals

Target Audience

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

Course 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

Available Course Sessions

Please click here to stay updated on upcoming sessions.

Trainer Profile

Mr Pillay

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