Rational, problem-solving intelligence is not enough! You need EI – the ability to
monitor one’s own and others’ feelings and emotions, to discriminate among them, and to use this information to guide one’s thinking and actions. This bite-sized virtual session will help you explore what it means for you and understand how to use EI to help your effectiveness in customer service situations.
This programme works particularly well as a follow-up to the half-day ‘Delivering GREAT customer service’ programme. Run the programmes separately or make a day of it – the choice is yours.
Learning objectives
- Identify your own emotional intelligence awareness, including ‘blind spots’
- Learn how to use emotional intelligence to bring out the best in customer service situations
- Know how to demonstrate empathy in a wide range of situations and recognising its importance in understanding and responding to customer concerns
- Discover how to develop your own EI
Expert trainer
Amanda is a consultant, facilitator and coach with an in-depth understanding of organisational, team and personal change in the public service and VCSE sectors.
Session outline
1. Introduction
- Today’s learning objectives
- Where do emotions come from?
- What is EI?
2. The EQ model
- Self-awareness:
- Recognising your emotional triggers
- How do people experience you?
- Self-regulation:
- Self-coaching
- Self-motivation
- Awareness of others:
- Recognising emotional reactions in others
- Showing empathy
- Relationship management:
- Help others deal with their own emotions and distinguishing them from your own
- Build trust by showing vulnerability
3. Summary and feedback
- Summary of key learning points
