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Emotional Intelligence

Course Summary

1.0 day
Course Overview

Emotional Intelligence is defined as a set of competencies demonstrating the ability one has to recognize his or her behaviors, 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 humor 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.

Learning Objectives

Upon successful completion of this course, students will be able to:
Define and practice self-management, self-awareness, self-regulation, self-motivation, and empathy.
Understand, use and manage your emotions.
Verbally communicate with others.
Successfully communicate with others in a non-verbal manner.
Identify the benefits of emotional intelligence.
Relate emotional intelligence to the workplace.
Balance optimism and pessimism.
Effectively impact others.

Topics Covered

What is emotional intelligence?
Skills in emotional intelligence
How to accurately perceive emotions
Use emotions to facilitate thinking
Manage emotions
Verbal communication skills
Focused listening
Asking questions
Communicating with flexibility and authenticity
Non-verbal communication skills
Body language
It’s not what you say, it’s how you say it
Social management and responsibility
Benefits of emotional intelligence
Articulate your emotions using language
Tools to regulate your emotions
Seeing the other side
Self-management and self-awareness
Giving in without giving up
Gaining control
Using coping thoughts
Using relaxation techniques
Bringing it all together
Business practices (I)
Understand emotions and how to manage them in the workplace
Role of emotional intelligence at work
Disagreeing constructively
Business practices (II)
The balance between optimism and pessimism
Making an impact
Creating a powerful first impression
Assessing a situation
Being zealous without being offensive


Avalon Foster Group, LLC
1300 Proline Place
Gettysburg, PA 17325
Call: 717-398-5066


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