Emotional Intelligence

Training Outline

What is EQ and Why Does It Matter?

• What Is Emotional Intelligence?
• Origins of the Concept
• The Five Domains of EQ
• The Ability-Based Model
• Characteristics of Emotional Intelligence
• How to Improve Your Emotional Intelligence
• The increasing importance of High EQ in today’s workplace

Emotional Intelligence, Self-Awareness and Self-Management

• EQ and the Characteristics of a High vs. Low EQ
• How to be intelligent with your emotions
• How to understand and use the Johari Window for Increased EQ

Emotional Intelligence and Inter-Personal Relationships

• Comparison of Sympathy with Empathy
• Practical Empathetic Communication
• Managing Anger in Yourself and Others
• How to Calm Down Angry People
• Coping with Confrontation
• The Seven Habits of Highly Effective People®

 Emotionally Intelligent Communication Skills

• What Is Communication
• The Communication Process
• Types of Communication
• Non-Verbal Behaviours for Effective Communication
• Barriers to Communication
• Active Listening
• Feedback
• Steps to Provide Feedback in Difficult Conversations including Role-Plays

Be SMART with People using Transactional Analysis as a Communication Tool

SMART: Strategic Meaningful Assertive Results-orientated Techniques for dealing with all people

• Understanding the principles of Transactional Analysis
• Philosophy of TA
• I am okay, You are okay – winning through solutions
• Parent vs Child vs Adult behaviours including Role-Plays

 Case Studies

• Emotional Intelligence (EQ)
• Emotional Intelligence for Change at Sheraton Studio City
• The Business Case for Emotional Intelligence
• IQ or EQ?
• How the U.S. Air Force Improved Recruiting 3 Fold Using EQ Assessments
• Emotional Competence and Leadership Excellence At Johnson & Johnson: The Emotional Intelligence and Leadership Study
• The Importance of Emotional Intelligence in the Workplace: Why It Matters More Than Personality

Self-Assessment Exercises: EQ Self-Assessment

• Emotional Intelligence Self-Assessment – Dr. Dawie Smit
• Self-reflection – Assertiveness Questionnaire
• Assertiveness and Responsiveness Self-Assessment