The Importance of Emotional Intelligence at work - and how to build it

Zoom - Webinar
Tuesday, 10 October 2023
1:00 pm – 2:00 pm (UK time)
    • Jacqui Turner, customer service, management, and leadership trainer, Turner Corner Learning Solutions
    • Nick Thomas, Founder, Nick Thomas & Associates

The Importance of Emotional Intelligence at work - and how to build it

This session delivered by Jacqui Turner and Nick Thomas explains an Emotional Intelligence Model as developed by Peter Salovey and John Mayer

The session will explore the importance of Emotional intelligence by outlining the many benefits to employees, prospects, customers, and organisations.

During the session we will explore common workplace situations that can trigger negative emotions and share effective techniques for effectively managing a variety of emotions such as frustration, disappointment, and nervousness.

Finally, we will look at the importance of empathy, as a key EI skill and explain how to be empathetic, in a sincere way, with colleagues and customers.


  • Understand what Emotional Intelligence is
  • Understand the benefits of EI to employees, customers, prospects, and organisations
  • Explore common workplace situations which can trigger negative emotions
  • Learn effective ways to manage a variety of emotions in the workplace
  • Understand what empathy is and explore ways to demonstrate sincere empathy with colleagues, customers and prospects

Content and Learning

  • The Emotional Intelligence Model as created by Peter Salovey and John Mayer – the originators of the term ‘Emotional Intelligence’
  • IQ vs EQ – which is more important in terms of achieving success?
  • Explore the many benefits of EI to employees, customers, prospects, and organisations
  • EI and the link to customer satisfaction – The UKCSI Report
  • Explore common workplace situations which can trigger negative emotions
  • Learn how emotions such as frustration and disappointment can negatively impact performance and service delivery, if they are not managed effectively
  • The role of perception on our thoughts, emotions, and actions
  • An introduction to the ‘reframing’ technique
  • How to become more self-aware of your own emotions and the emotions of others
  • An introduction to a variety of approaches and techniques to effectively manage negative emotions
  • Learn what Empathy is and isn’t and explore ways to demonstrate empathy with sincerity, when interacting with colleagues, customers, and prospects

Jacqui Turner – customer service, management, and leadership trainer

Jacqui has enjoyed a highly successful 30-year career in Training and Management roles across Financial Services, Retail and Utility sectors.

She has designed and delivered customer service training for household names such as Lloyds TSB, HSBC, Tesco, OrangeBox, Sky, NFU Mutual and many others. She uses her wealth of experience of working within Customer Service environments to design bespoke customer service training courses, which focus on the skills required by all levels of employees and managers in today’s climate, where customers, quite rightly, expect an effortless and exceptional level of service.

Her achievements have included ‘Welsh Contact Centre Trainer of the Year 2014’ and a finalist in the National Contact Centre awards for the most effective training programme.

She has amassed twenty-one 5 star google reviews, and is in great demand from the trade media with appearances in Callcentre helper online articles, and as a guest speaker on podcasts such as Gavin Scott's ‘Customer Service Gold Dust Podcast’ and Peter Ryan's ‘CX Podcast’

  • ILM Level 5 Coaching & Mentoring Certificate
  • Essential Leadership Skills ILM Endorsed Award
  • Training and Development NVQ Level 3 City & Guilds
  • NLP Practitioner Certification
  • ILM Member
  • Member of European Mentoring and Coaching Council

Jacqui is the owner of Turner Corner Learning Solutions and works as an Associate with Nick Thomas & Associates

Nick Thomas

Nick offers a unique combination of skills in the UK insurance training sector – an industry sales specialist and a widely qualified professional coach and trainer. Nick is an Economics graduate with over 25 years corporate insurance broking experience. He was a highly successful sales producer in the UK broking market before progressing into regional and then national sales leadership roles. As National Development Director at HSBC, Nick was one of only 40 people from a global workforce of 265,000 selected as part of the STARS programme to recognise exceptional performance. He is a highly trained consultative sales specialist, and his experience includes a secondment with a major management consultant to design a best practice sales process.

In the mid-2000s, Nick developed a chronic health condition; his journey to recovery fostered a new range of interests, and a passion for health, and performance. He studied widely, qualifying as a Master Practitioner in Neuro-Linguistic Programming (NLP), obtaining a Diploma in Life Coaching, before going on to study Corporate/Business Coaching with The Coaching Academy. He is also a qualified Holistic Lifestyle Coach and Advanced Exercise Coach.

Nick has worked in a self-employed capacity in training, coaching, and consulting since 2017, including as a specialist adviser in Insurance sector M&A (Mergers & Acquisitions) sector. He set up Nick Thomas & Associates in 2020 in response to demand from his industry network for training solutions designed and delivered by people with a background of working in the industry.

Nick Thomas & Associates – specialist training solutions to the UK Insurance Sector

Nick Thomas & Associates provides up to the minute training solutions addressing the challenges of the modern insurance professional, across sales, communication, and soft skills; technical insurance; customer service; management and leadership; performance, resilience, and health.

Nick Thomas delivers all sales, communication, and soft skills sessions, partnering with selected subject matter specialists in the other delivery categories.

Associates are selected for their strong industry background and credibility, allied to first class training skills.

All training programmes are designed specifically to align to client needs and delivery overseen by Nick Thomas.

Nick Thomas & Associates received acclaim for training and webinar series providing solutions to the challenges of remote working and virtual trading.

Our clients include major insurers and independent brokers, a major global Insurer ‘broker proposition’, broker network groups, insurance recruitment consultants and over forty local insurance institutes at the time of writing.


CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 hour's CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at