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

• Understand 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 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)