Emotional Intelligence for Customer Service Personnel
Program Overview
Effective business transactions inherently involve personal interactions. Regardless of the organization or hierarchical level, interpersonal communication is pivotal. Given the inherently emotional nature of human beings, integrating emotional intelligence into business training is indispensable. Consider this: unresolved conflicts between colleagues can dampen productivity, while a customer service team lacking empathy may struggle to retain clients. Such situations often spiral into negative cycles, adversely impacting morale and the company’s profitability. This underscores the significance of emotional intelligence in business settings.
Emotional intelligence encompasses the ability to discern and manage emotions within oneself and others. It involves leveraging this awareness to influence people’s emotional states positively, whether by uplifting spirits or diffusing tension. Contrary to popular belief, emotional intelligence isn’t an innate trait but rather a set of skills that can be cultivated and honed through practice.
This course is meticulously designed to equip front office staff with the tools to recognize, harness, and regulate emotions effectively.
Course Objectives
Upon completion of this course, participants will achieve the following:
- Comprehend the four fundamental pillars of Emotional Intelligence (EI).
- Identify and master key EI skills.
- Grasp the historical context of EI and understand the basic neurophysiology associated with emotions.
- Analyze personal triggers that evoke emotional responses and identify positive motivators.
- Understand how stress impacts emotional states.
- Enhance rapport-building skills with individuals.
- Improve proficiency in interpreting non-verbal cues effectively.
- Develop awareness of others’ motivations, styles, and appreciate diversity.
- Effectively manage and collaborate with individuals by acknowledging and respecting their emotions.
- Cultivate adaptability in comprehending diverse perspectives and thinking patterns.
- Utilize a conversation model to foster emotionally effective dialogues.
- Acquire foundational coaching skills to better understand people, their objectives, and requirements.
Course Modules:
Introduction to Emotional Intelligence – The Four Pillars of Emotional Intelligence
– Identifying and Assessing Emotions
– Historical Context of Emotional Intelligence
– Multiple Intelligences
– Understanding the Brain’s Physiology (Top and Bottom Parts)
Pillar One – Self-Awareness
– Distinguishing between top brain and bottom brain systems
– Identifying personal emotional triggers
– Understanding individual motivations and driver
– Evaluating personal values and aligning them with actions
Pillar Two – Self-Management
– Comprehensive understanding of EI
– Managing reactions during stressful and conflicting situations
– Recognizing personal peak performance moments
– Addressing obstacles hindering personal growth
– Embracing a chosen attitude in diverse scenarios
Pillar Three – Social Awareness
– Establishing rapport with a diverse array of individuals
– Interpretation of non-verbal communication cues
– Enhancing questioning and listening skills
– Recognizing facial expressions and their implications
Pillar Four – Social Management
– Understanding diverse behavioral styles in individuals
– Familiarizing with others’ motivations, triggers, and reactions
– Embracing adaptability to differing perspectives
– Acknowledging and respecting diversity and distinctions
– Facilitating more effective conversations
– Implementing coaching techniques for enhanced dialogues
Emotion Coaching
– Understanding the concept and its practical implications
– Assessing and nurturing your emotional intelligence
– Improving emotional intelligence through ten habits exhibited by emotionally intelligent individuals
– Final reflections and considerations
Action Planning – Putting It All Together
– Crafting an action plan to effectively integrate and apply the acquired learning in practical settings
Target Audience:
This course is ideally suited for receptionists, frontline staff, and administrators who seek to exude confidence and professionalism in their interactions with visitors and callers.
