Overview

Leveraging the Emotional Intelligence for
Superior Service

Learning Objectives

At the end of this course, you will be able to:
– Discover the key emotional intelligence competencies
– Develop the emotional intelligence skills
– Identify the relationship between your emotion and changes that affect your surrounding
– Identify the root cause of negative and positive emotions
– Recognise the root cause of your emotional trigger and how to control them
– Develop emotional resilience
– Manage your thoughts and emotion

Course Outline

Part 1:
–  Differences between emotional and cognitive intelligence
– Identifying the six basic emotions and human emotional needs
– How emotions can affect behaviour and the ways to control it
– List of positive and negative emotions

Part 2:
– Managing emotional trigger
– Developing emotional resilience
– The power of self-talk
– Transform a pessimist to an optimist