Emotional Intelligence

Why emotional intelligence (EQ) matters

• The origins of EQ and the thinking behind it
• The business case for EQ – making the difference between good and great
• The relationship between EQ and IQ
• The value of developing your emotional intelligence from a personal and professional perspective
• Welcome, agenda and personal objectives
• Test your own EQ – a simple tool to establish your personal strengths and development areas

Test your own EQ

• A simple tool to establish your personal strengths and development areas

Where do emotions come from?

• The physiology of emotion
• The value of thinking of emotions as ‘messages’ – and responding to them appropriately

The EQ model

• Introduction to the factors that make up Emotional Intelligence
• Getting to know the four-quadrant EQ model: self-awareness, self-management, social awareness and relationship management

Exploring self-awareness

• Self-awareness as the door to self-control
• How seeking honest, constructive feedback from others can give us a more accurate perspective on how we come across
• Tools to monitor your own emotions in a variety of different situations to increase your self-awareness

Managing your emotions

• Learning to take control of your emotions – instead of being a victim of them
• Developing behavioural flexibility
• The mind/body connection
• Manage impulsive feelings – and harness the power of positive emotions
• The power of visualization
• Managing motivation
• Practical activities to help you notice and manage your emotions in the moment

Developing social awareness

• Recognising and understanding other people’s emotions
• Showing sensitivity and understanding the needs and feelings of other people
• Developing awareness that others from different countries and cultures may have diverse perspectives and opinions. Being prepared to challenge bias, intolerance, prejudice and stereotyping
• Learning to read a group’s emotional currents and power relationships. Understanding the forces that shape the views and actions of clients, colleagues and competitors

Enhancing relationships

• The importance of interpersonal skills – how to connect with people and build rapport with them
• Trust, reliability and empathy
• Active, reflective listening
• Using emotions to influence and inspire others

Dealing with difficult people and difficult situations

• Staying controlled and unflappable in time of stress and tension
• How to resolve disagreement and conflict easily and effectively
• Dealing with strong emotions such as anger and frustration

Using EQ at work

• Practical techniques and strategies for using EQ effectively in a range of situations, including meetings, negotiations, appraisals and presentations
• Sending Emotionally Intelligent emails

Actions and next steps

• Review
• Personal action planning
• Next steps