CPD WEBINAR: The Importance Of Emotional Intelligence At Work

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 alike.

CONTENT

• 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

LEARNING OBJECTIVES

Understand what Emotional Intelligence is as well as

• 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

HOUSEKEEPING

This is a Zoom session. Your link will be sent by booking email confirmation and session reminder The event will be recorded. Any Q's to simon.mcgill@ecclesiastical.com