Emotional Intelligence for Managers & Decision Makers
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Intensive 2 Day Programme
Emotional Intelligence for Managers
To be a great leader, you need to motivate, manage, lead and inspire your
team and having a developed EQ is an essential component to achieving
these goals.
Key learning areas covered include:
- Understanding Emotional Intelligence (EQ) and its relationship to managing and motivating people.
- Discovering the 6 EQ cornerstones and assessing your current level of emotional competence.
- Assessing the positive impact of EQ on conflict management, communication, team performance and generation / culture gap management.
- See how teams managed with a high level of EQ are outperforming others at delivering great customer service.
- Practical ways to use EQ to motivate and drive a team or an organisation’s performance.
The intensive 2 day programme will cover:
- Understanding the nature of emotional intelligence
- Describe the relationship between cognitive intelligence and emotional intelligence
- Realise that in order to be successful in business, IQ is not enough
- Define the concept of emotional competence
- Learn how to identify the needs, wants and expectations of others
- Assess your own EQ using a six concept model:
Self-awareness
Self confidence
Self control
Empathy
Motivation
Social competency
- Become aware of the barriers to communication and resolving conflict
- Know what to do to improve your ability to communicate and to “read” people
- Explain the importance of empathy in EQ
- Discover that EQ affects your life and your working career
- Understanding the vital role of EQ in leadership
- Highlight the differences between managing with and without EQ
- Realising how controlling emotions assists with decision making
- Define the concepts of self confidence, assertiveness and their relationship to EQ
- Using EQ to increase the effectiveness of your negotiations, collaborations and relationships
- Providing honest, constructive and candid feedback fearlessly
- Encouraging accountability amongst your staff
- Channelling emotional energy constructively not destructively
- Discover the traits of high EQ organisations
- Explore ways of creating an emotional intelligent organisation
- Using EQ advertising to attract and recruit the right people
- Simple EQ tests to use when interviewing potential staff
- Use EQ to encourage team Collaboration and Motivation
- Define conflict and conflict resolution in an environment where EQ is the norm
- Learn conflict solving options and guidelines for when to use them
- Manage different generations and their expectations
- Recognise best practices and useful EQ tools in providing superior customer service
- Understand that customer service is an emotional and rational concept
- Ensure that your staff understand the value of courtesy and respect throughout customer contact
- Keeping responsibility and ownership of the customer’s problem
- Recognise the warning sings of potentially damaged relationships
- Understand the importance of being solution orientated
