Duration: 3 to 21 training days
Delivery: In-person
About the Program
The Art of Emotional Intelligence program enables participants to understand and manage their own emotions and to read and respond to the emotions of others with awareness and professionalism. It focuses on applying self-awareness, emotional regulation, empathy and relationship-building skills in everyday work situations and customer service, helping to improve the quality of communication, handle difficult situations calmly, and raise customer satisfaction and professional performance.
Program Objectives
- Understand the concept of emotional intelligence and its core components.
- Develop self-awareness and understand emotions and their effect on behavior.
- Develop emotional regulation and stress management skills.
- Strengthen empathy and the understanding of customers’ feelings and needs.
- Build positive professional relationships based on trust and respect.
- Apply emotional intelligence when handling difficult situations and complaints.
What you will learn
- Identify and name your emotions and understand their effect on your decisions and behavior.
- Apply practical techniques to regulate emotions in high-pressure situations.
- Read the emotions of others and respond with empathy and professionalism.
- Use listening and communication skills to build positive working relationships.
- Deal calmly and effectively with upset customers and difficult situations.
- Prepare a personal plan to develop emotional intelligence skills.
Customer Service Courses