This course is for professionals who want to improve how they deal with colleagues, customers and suppliers. It is especially helpful for those whose roles require them to handle tricky or emotionally charged situations.
Learning Objectives
At the end of this course you will understand the role and impact of emotions in business interactions and relationships. You will learn how to manage and direct your own emotions so they better serve your needs. You will also learn how to improve the quality of your interactions with those around you through identifying and responding effectively to the emotions of others.
Course Content
Understanding Emotions
The source of emotions
Emotional cause and effect
The emotional challenge and opportunity
Managing your emotions
Feelings, perceptions and beliefs
Choosing your emotions
Re-charge your emotional reserves
The emotions of others
Non verbal communication
Looking and listening for cues
Building rapport
Managing emotional boundaries
The business context
Motivation, energy and drive
Emotionally Intelligent teams
Action planning
