Good, Better, Best
Building our Emotional IQ
Beyond the “Stress, What Stress?” Experience
In order to have a happy customer, we must first have cohesive working relationships. Conflicts unfortunately arise at one time or another in every work place and with many customers. However, knowing how to manage one’s reactions and
maturely communicate emotions creates a successful environment in which
employees thrive. Participants will experience informative training and life-like
scenarios that will ultimately aid them in understanding differences, working together despite differences, and will push them toward becoming the BEST. These skills will create consistently successful customer service experiences as well as genuine verbal and non-verbal interactions, internally and externally.
Each of the following topics will be covered in this hands on, participatory full-day session.
1. Emotional Intelligence is Good!
2. Emotions vs Mood
3. Self-Management is Better!
4. Communication Practices
5. Becoming the Best!
“As the General Manager of our company, I tend to stay busy, but this session also taught me many lessons as well. One being learning the personality someone has and quickly adjusting to accomodate that style to best suit them. Through fun exercises, I learned the personality style of each member of our sales force and now know how to approach them to get the desired level of performance that we need to remain a growing business.”
Component 1: Emotional Intelligence is Good!
We are born with a certain IQ. Our EQ, or our emotional intelligence, is a learned behavior that pushes us further than our IQ. Participants will be encouraged to recognize their typical emotional responses through a series of activities and role-playing scenarios. Utilizing our emotions to achieve more successful interpersonal communication will allow more success in every interaction.
Training Objective: Trainees will gain an understanding of their emotional intelligence and how to recognize environmental triggers that create both positive and negative reactions in themselves, co-workers, and customers. Trainees will also learn that conflict is universal, but responses are learned behaviors.
Component 2: Emotions vs Mood
No matter how we react emotionally to any situation, emotions are an important part of daily life. Understanding the difference between short-lived responses (emotional responses) and long-term attitudes (moods) will help each participant direct questions, concerns, and situations in the correct manner. This will also help to minimize conflicts that will invariably arise.
Training Objective: Trainees will work together to create mature responses and feedback to emotionally charged “practice” situations. Trainees will work toward utilizing their emotions to the best of their ability to aid in a cohesive working environment. Trainees will gain an understanding of how personalities dictate conflict and responses to conflict.
Component 3: Self-Management is Better!
Efficiency fails with poor planning and disorganization. Distractions can occur at every turn. This session will focus on tricks and tactics to keep us on track and on the customers’ minds. In addition, participants will better themselves in the art of showing empathy, good listening, and the necessity of being proactive and competitive for themselves and for your organization.
Training Objective: Trainees will identify triggers that lead to disorganization or poor interactions. Trainees will also practice better listening skills for better interactions and work together to share effective and efficient management techniques.
Component 4: Communication Practices
Even though we communicate every day, proper communication will empower participants to improve their successes and increase their abilities. Learning and practicing non-verbal communication skills will also allow for upgraded interpersonal skills and EQ practice. Face-to-face communication is only one aspect of a business relationship, though. In today’s technological age, we communicate via the written word so much. Emails and texts can save time, but they can also be misperceived. Participants will practice valuable writing skills.
Training Objective: Trainees will identify their own overall traits through interactive activities. Trainees will also practice positive communication verbally and non-verbally, leaving technology behind. Once trainees have mastered the art of verbal and non-verbal communication, they will focus on putting it in writing. Trainees will practice answering and composing emails and texts that will lead to fewer (or no) misunderstandings.
Component 5: Becoming the Best!
An organization brings together employees with much diversity. However, as an organization, we have ONE goal. This final session will aid participants in understanding that emotions serve a purpose, but working cohesively allows for the best job and the best organization.
Training Objective: Trainees will identify their organization’s ONE goal and be motivated to focus on that goal rather than their own emotionally driven goals. Trainees will use the knowledge they’ve gained, interactive tools, and feedback to find their road to being the best.
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