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Emotional Intelligence is defined as a set of competencies demonstrating the ability to recognise one’s Behaviours, Moods and Impulses. It teaches Individuals to manage these Emotions with Logic and Rationale instead of Impulsiveness. An Agent with high Emotional Intelligence will learn how to accurately understand their own Emotions and that of their Customers. This course will provide tools to regulate Emotions and how to Manage them in Workplace. Business Practices such as Optimism versus Pessimism, dealing with Adversity, Self-Management and taking Responsibility are some of the skills and tools developed.
Welcome to the Emotional Intelligence eLearning Course. Emotional Intelligence is defined as a set of competencies demonstrating the ability one has to recognize his or her behaviours, moods, and impulses, and to manage them best according to the situation. This course will give you the tools you need to be emotionally intelligent in your workplace. An employee with high emotional intelligence can manage his or her own impulses, communicate with others effectively, manage change well, solve problems, and use humour to build rapport in tense situations. These employees also have empathy, remain optimistic even in the face of adversity, and are gifted at educating and persuading in a sales situation and resolving customer complaints in a customer service role.
This eLearning Course has 12 Modules with reviews. Each Module should take at least 30 to 60 minutes for maximum benefit and all reviews and questions should be worked through.
This Course includes a Certificate.
Use your Talent to greatly improve your skills by embarking on our excellent eLearning Courses.
Module One: Getting Started Workshop Objectives Module Two: What is Emotional Intelligence? Self-Management Self-Awareness Self-Regulation Self-Motivation Empathy Case Study Module Two: Review Questions Module Three: Skills in Emotional Intelligence How to Accurately Perceive Emotions Use Emotions to Facilitate Thinking Manage Emotions Case Study Module Three: Review Questions Module Four: Verbal Communication Skills Focused Listening Asking Questions Communicating with Flexibility and Authenticity Case Study Module Four: Review Questions Module Five: Non-Verbal Communication Skills Body Language It’s Not What You Say, It’s How You Say It Case Study Module Five: Review Questions Module Six: Social Management and Responsibility Benefits of Emotional Intelligence Articulate your Emotions Using Language Case Study Module Six: Review Questions Module Seven: Tools to Regulate Your Emotions Seeing the Other Side Self-Management and Self-Awareness Giving in Without Giving Up Case Study Module Seven: Review Questions Module Eight: Gaining Control Using Coping Thoughts Using Relaxation Techniques Bringing it All Together Case Study Module Eight: Review Questions Module Nine: Business Practices (I) Understand Emotions and How to Manage Them in the Workplace Role of Emotional Intelligence at Work Disagreeing Constructively Case Study Module Nine: Review Questions Module Ten: Business Practices (II) Optimism Pessimism The Balance Between Optimism and Pessimism Case Study Module Ten: Review Questions Module Eleven: Making an Impact Creating a Powerful First Impression Assessing a Situation Being Zealous without Being Offensive Case Study Module Eleven: Review Questions Module Twelve: Wrapping Up Words from the Wise Lessons Learned