Emotional Intelligence

Overview

To build an understanding of how to use emotional intelligence to manage the impact we have when engaging with, and influencing, our customers.

Learning

• Identify the role emotional intelligence plays in empathising with and understanding customers and their needs
• Demonstrate the benefits of being able to read emotions in faces and body language
• Increase their awareness of their own emotions in different situations and how to manage those emotions positively
• Identify various ways of using emotions to connect with, persuade and manage people
• Use tools and techniques that can boost emotional intelligence

Assessment

Qualitative assessment by tutor (For example: observations or demonstrations throughout course)

Trigger Warning:
This course contains material that addresses sensitive subjects, including but not limited to violence, abuse, mental health issues, discrimination, and trauma. Some participants may find certain content distressing. Individuals are encouraged to prioritise their wellbeing and may take a break or step away from the session at any time. Support is available through internal organisational channels and external professional services. A list of relevant support resources will be provided at the conclusion of the session.