motional Intelligence
Training Manual
Corporate Training Materials
,TABLE OF CONTENTS
Module One: Getting Started..................................................................................................................3
Workshop Objectives...............................................................................................................................3
Module Two: What is Emotional Intelligence?........................................................................................5
Self-Management....................................................................................................................................5
Self-Awareness........................................................................................................................................6
Self-Regulation........................................................................................................................................6
Self-Motivation........................................................................................................................................7
Empathy..................................................................................................................................................8
Module Three: Skills in Emotional Intelligence.......................................................................................9
How to Accurately Perceive Emotions.....................................................................................................9
Use Emotions to Facilitate Thinking.......................................................................................................10
Manage Emotions.................................................................................................................................10
Module Four: Verbal Communication Skills..........................................................................................11
Focused Listening..................................................................................................................................11
Asking Questions...................................................................................................................................12
Communicating with Flexibility and Authenticity..................................................................................12
Module Five: Non-Verbal Communication Skills...................................................................................14
Body Language......................................................................................................................................14
It’s Not What You Say, It’s How You Say It............................................................................................15
Module Six: Social Management and Responsibility.............................................................................16
Benefits of Emotional Intelligence.........................................................................................................16
Articulate your Emotions Using Language.............................................................................................17
Page | 1
,Module Seven: Tools to Regulate Your Emotions..................................................................................18
Seeing the Other Side............................................................................................................................18
Self-Management and Self-Awareness..................................................................................................19
Giving in Without Giving Up..................................................................................................................19
Module Eight: Gaining Control.............................................................................................................20
Using Coping Thoughts..........................................................................................................................20
Using Relaxation Techniques.................................................................................................................21
Bringing it All Together..........................................................................................................................22
Module Nine: Business Practices (I)......................................................................................................23
Understand Emotions and How to Manage Them in the Workplace.....................................................23
Role of Emotional Intelligence at Work.................................................................................................24
Disagreeing Constructively....................................................................................................................24
Module Ten: Business Practices (II).......................................................................................................26
Optimism...............................................................................................................................................26
Pessimism..............................................................................................................................................27
The Balance between Optimism and Pessimism....................................................................................27
Module Eleven: Making an Impact.......................................................................................................28
Creating a Powerful First Impression.....................................................................................................28
Assessing a Situation.............................................................................................................................29
Being Zealous without Being Offensive..................................................................................................29
Module Twelve: Wrapping Up..............................................................................................................30
Words from the Wise.............................................................................................................................30
Lessons Learned.....................................................................................................................................30
Page 2
, Whatever the mind can conceive and
believe, the mind can achieve.
Dr. Napoleon Hill
Module One: Getting Started
Welcome to the Emotional Intelligence workshop. Emotional
Intelligence is defined as a set of competencies demonstrating the
ability one has to recognize his or her behaviors, moods, and
impulses, and to manage them best according to the situation.
This course will give you the tools you need to be emotionally
intelligent in your workplace. An employee with high emotional
intelligence can manage his or her own impulses, communicate
with others effectively, manage change well, solve problems, and use humor to build rapport in tense
situations. These employees also have empathy, remain optimistic even in the face of adversity, and are
gifted at educating and persuading in a sales situation and resolving customer complaints in a customer
service role.
Workshop Objectives
Research has consistently demonstrated that when clear goals are associated with
learning, it occurs more easily and rapidly.
This workshop is designed to help you in the following ways:
Define and practice self-management, self-awareness, self-regulation, self-motivation, and
empathy.
Understand, use and manage your emotions.
Verbally communicate with others.
Successfully communicate with others in a non-verbal manner.
Identify the benefits of emotional intelligence.
Relate emotional intelligence to the workplace.
Balance optimism and pessimism.
Page 3
Training Manual
Corporate Training Materials
,TABLE OF CONTENTS
Module One: Getting Started..................................................................................................................3
Workshop Objectives...............................................................................................................................3
Module Two: What is Emotional Intelligence?........................................................................................5
Self-Management....................................................................................................................................5
Self-Awareness........................................................................................................................................6
Self-Regulation........................................................................................................................................6
Self-Motivation........................................................................................................................................7
Empathy..................................................................................................................................................8
Module Three: Skills in Emotional Intelligence.......................................................................................9
How to Accurately Perceive Emotions.....................................................................................................9
Use Emotions to Facilitate Thinking.......................................................................................................10
Manage Emotions.................................................................................................................................10
Module Four: Verbal Communication Skills..........................................................................................11
Focused Listening..................................................................................................................................11
Asking Questions...................................................................................................................................12
Communicating with Flexibility and Authenticity..................................................................................12
Module Five: Non-Verbal Communication Skills...................................................................................14
Body Language......................................................................................................................................14
It’s Not What You Say, It’s How You Say It............................................................................................15
Module Six: Social Management and Responsibility.............................................................................16
Benefits of Emotional Intelligence.........................................................................................................16
Articulate your Emotions Using Language.............................................................................................17
Page | 1
,Module Seven: Tools to Regulate Your Emotions..................................................................................18
Seeing the Other Side............................................................................................................................18
Self-Management and Self-Awareness..................................................................................................19
Giving in Without Giving Up..................................................................................................................19
Module Eight: Gaining Control.............................................................................................................20
Using Coping Thoughts..........................................................................................................................20
Using Relaxation Techniques.................................................................................................................21
Bringing it All Together..........................................................................................................................22
Module Nine: Business Practices (I)......................................................................................................23
Understand Emotions and How to Manage Them in the Workplace.....................................................23
Role of Emotional Intelligence at Work.................................................................................................24
Disagreeing Constructively....................................................................................................................24
Module Ten: Business Practices (II).......................................................................................................26
Optimism...............................................................................................................................................26
Pessimism..............................................................................................................................................27
The Balance between Optimism and Pessimism....................................................................................27
Module Eleven: Making an Impact.......................................................................................................28
Creating a Powerful First Impression.....................................................................................................28
Assessing a Situation.............................................................................................................................29
Being Zealous without Being Offensive..................................................................................................29
Module Twelve: Wrapping Up..............................................................................................................30
Words from the Wise.............................................................................................................................30
Lessons Learned.....................................................................................................................................30
Page 2
, Whatever the mind can conceive and
believe, the mind can achieve.
Dr. Napoleon Hill
Module One: Getting Started
Welcome to the Emotional Intelligence workshop. Emotional
Intelligence is defined as a set of competencies demonstrating the
ability one has to recognize his or her behaviors, moods, and
impulses, and to manage them best according to the situation.
This course will give you the tools you need to be emotionally
intelligent in your workplace. An employee with high emotional
intelligence can manage his or her own impulses, communicate
with others effectively, manage change well, solve problems, and use humor to build rapport in tense
situations. These employees also have empathy, remain optimistic even in the face of adversity, and are
gifted at educating and persuading in a sales situation and resolving customer complaints in a customer
service role.
Workshop Objectives
Research has consistently demonstrated that when clear goals are associated with
learning, it occurs more easily and rapidly.
This workshop is designed to help you in the following ways:
Define and practice self-management, self-awareness, self-regulation, self-motivation, and
empathy.
Understand, use and manage your emotions.
Verbally communicate with others.
Successfully communicate with others in a non-verbal manner.
Identify the benefits of emotional intelligence.
Relate emotional intelligence to the workplace.
Balance optimism and pessimism.
Page 3
