Emotional Intelligence

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Emotional Intelligence

Sample

Corporate

Training Materials

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T

ABLE OF

C

ONTENTS

Preface ... 3

What is Courseware? ... 3

How Do I Customize My Course? ... 3

Materials Required ... 4

Maximizing Your Training Power ... 5

Icebreakers ... 6

Icebreaker: Friends Indeed ... 7

Training Manual Sample ... 8

Sample Module: What is Emotional Intelligence? ... 9

Instructor Guide Sample ... 15

Sample Module: What is Emotional Intelligence? ... 16

Activities ... 26

Quick Reference Sheets ... 31

Certificate of Completion ... 33

PowerPoint Sample ... 35

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Preface

What is Courseware?

Welcome to Corporate Training Materials, a completely new training experience!

Our courseware packages offer you top-quality training materials that are customizable, user-friendly, educational, and fun. We provide your materials, materials for the student, PowerPoint slides, and a take-home reference sheet for the student. You simply need to prepare and train!

Best of all, our courseware packages are created in Microsoft Office and can be opened using any version of Word and PowerPoint. (Most other word processing and presentation programs support these formats, too.) This means that you can customize the content, add your logo, change the color scheme, and easily print and e-mail training materials.

How Do I Customize My Course?

Customizing your course is easy. To edit text, just click and type as you would with any document. This is particularly convenient if you want to add customized statistics for your region, special examples for your participants’ industry, or additional information. You can, of course, also use all of your word processor’s other features, including text formatting and editing tools (such as cutting and pasting). To remove modules, simply select the text and press Delete on your keyboard. Then, navigate to the Table of Contents, right-click, and click Update Field. You may see a dialog box; if so, click “Update entire table” and press OK.

(You will also want to perform this step if you add modules or move them around.)

If you want to change the way text looks, you can format any piece of text any way you want. However, to make it easy, we have used styles so that you can update all the text at once.

If you are using Word 97 to 2003, start by clicking the Format menu followed by Styles and Formatting. In Word 2007 and 2010 under the Home tab, right-click on your chosen style and click Modify. That will

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For example, if we wanted to change our Heading 1 style, used for Module Titles, this is what we would do:

Now, we can change our formatting and it will apply to all the headings in the document.

For more information on making Word work for you, please refer to Word 2007 or 2010 Essentials by Corporate Training Materials.

Materials Required

All of our courses use flip chart paper and markers extensively. (If you prefer, you can use a whiteboard or chalkboard instead.)

We recommend that each participant have a copy of the Training Manual, and that you review each module before training to ensure you have any special materials required. Worksheets and handouts are

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We recommend these additional materials for all workshops: • Laptop with projector, for PowerPoint slides

• Quick Reference Sheets for students to take home • Timer or watch (separate from your laptop) • Masking tape

• Blank paper

Maximizing Your Training Power

We have just one more thing for you before you get started. Our company is built for trainers, by trainers, so we thought we would share some of our tips with you, to help you create an engaging, unforgettable experience for your participants.

• Make it customized. By tailoring each course to your participants, you will find that your results will increase a thousand-fold.

o Use examples, case studies, and stories that are relevant to the group.

o Identify whether your participants are strangers or whether they work together. Tailor your approach appropriately.

o Different people learn in different ways, so use different types of activities to balance it all out. (For example, some people learn by reading, while others learn by talking about it, while still others need a hands-on approach. For more information, we suggest Experiential Learning by David Kolb.)

• Make it fun and interactive. Most people do not enjoy sitting and listening to someone else talk for hours at a time. Make use of the tips in this book and your own experience to keep your participants engaged. Mix up the activities to include individual work, small group work, large group discussions, and mini-lectures.

• Make it relevant. Participants are much more receptive to learning if they understand why they are learning it and how they can apply it in their daily lives. Most importantly, they want to know how it will benefit them and make their lives easier. Take every opportunity to tie what you are teaching back to real life.

• Keep an open mind. Many trainers find that they learn something each time they teach a workshop. If you go into a training session with that attitude, you will find that there can be an amazing two-way flow of information between the trainer and trainees. Enjoy it, learn from it, and make the most of it in your workshops.

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Icebreakers

Each course is provided with a wide range of interactive Icebreakers. The trainer can utilize an

Icebreaker to help facilitate the beginning of the course, as it helps “break the ice” with the

participants. If the participants are new to each other, an icebreaker is a great way to introduce

everyone to each other. If the participants all know each other it can still help loosen up the

room and begin the training session on positive note. Below you will see one of the icebreakers

that can be utilized from the Icebreakers folder.

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Icebreaker: Friends Indeed

Purpose

Have the participants moving around and help to make introductions to each other.

Materials

Required

• Name card for each person

• Markers

Preparation

Have participants fill out their name card. Then, ask participants to stand in a circle, shoulder to

shoulder. They should place their name card at their feet. Then they can take a step back. You

as the facilitator should take the place in the center of the circle.

Activity

Explain that there is one less place than people in the group, as you are in the middle and will

be participating. You will call out a statement that applies to you, and anyone to whom that

statement applies must find another place in the circle.

Examples:

• Friends who have cats at home

• Friends who are wearing blue

• Friends who don’t like ice cream

The odd person out must stand in the center and make a statement.

The rules:

• You cannot move immediately to your left or right, or back to your place.

• Let’s be adults: no kicking, punching, body-checking, etc.

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Training Manual Sample

On the following pages is a sample module from our Training Manual. Each of our courses

contains twelve modules with three to five lessons per module. It is in the same format and

contains the same material as the Instructor Guide, which is then shown after the Training

Manual sample, but does not contain the Lesson Plans box which assists the trainer during

facilitation.

The Training Manual can be easily updated, edited, or customized to add your business name

and company logo or that of your clients. It provides each participant with a copy of the

material where they can follow along with the instructor.

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Sample Module: What is Emotional Intelligence?

Emotional Intelligence is a part of you that affects every aspect of your life. Understanding the root causes of your emotions and how to use them can help you to effectively identify who you are and how you interact with others.

With Emotional Intelligence being a fairly new branch of psychology, its definition can be found in various theories and models. We are

presenting a definition influenced and popularized by Daniel Goleman’s 1995 book Emotional Intelligence.

Experience is not what happens to

you – it’s how you interpret what

happens to you.

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Self-Management

In order to effectively achieve your overall career objectives or the objectives within a given task, you must use clearly defined methods to carry out those activities. This includes the setting of goals, decision making, planning, and scheduling. Once the tasks are completed, you must evaluate the success of these methods.

The following is a list of five key points to remember to help you master the art of self-management.

• Be consistent. Part of managing oneself is the ability to be stable. The values you hold dear should always be transparent. Always changing can not only cause others to question your beliefs, but it can also cause you to become confused about what you truly believe.

• Stick to the plan. If you are scheduled to complete a particular task, do it. Don’t just do it, but make sure it is done in a timely manner. It is easy to feel out of control when you disregard the plan you are to follow.

• Be accountable. There are times when things don’t work out as you plan, but you have to be able to admit that and then use your flexibility to get things back on track. The ideal result is that you easily bounce back and complete the task, but even during those times when this is not the case, you are expected to adjust.

• Educate yourself. We live in an ever-changing world and you want to be able to keep up with it. Don’t let change pass you by, embrace it. Be an avid reader. Talk and listen to mentors and peers. They may know something that could help you along your journey.

• Stay physically fit. Many people don’t think of staying fit when they talk about

self-management, but it is a very important part of being able to practice the four preceding points. Exercising your body is just as crucial to self-management as exercising your mind. A body that is not well rested, nutritionally fed, or physically exercised can lead to emotional and physical illnesses.

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Self-Awareness

Being ‘aware’ of one’s self is the ability to accurately perceive one’s skills and knowledge, value and responsibilities. It is being confident in what you have to offer, whether it is personally or professionally.

Self-awareness is not only important for one’s self-esteem, but it is also the first step to the process of full acceptance or change. Without understanding why one thinks the way he thinks or why he acts the way he acts, he may never fully appreciate himself or see the importance of making changes to improve him, if necessary. Self-awareness gives power and a sense of peace or happiness. This newly found strength will more than likely carry over into your work life, how you perform your duties as well as how you interact with others.

The lack of self-awareness can cause you to not realize your worth in the company or even the quality of the work you perform. This can have an even more dramatic effect when you hold a leadership position. Not only will you have doubts about yourself, but the people you lead will also begin to question your competence, which could ultimately lead to a lack of leadership effectiveness.

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Self-Regulation

Self-Regulation is another term for ‘self-control’, which is defined as the ability to control one’s emotions, desires, and behaviors in order to reach a positive outcome. Self-regulation is sometimes difficult because of the phenomenon that it is important to ‘express how you feel’. While this may be partially true, the art to finding the balance between expressing one’s feelings and avoiding unnecessary tension is self-regulation.

Self-Regulation is a direct reflection of the type of pressure one is experiencing. There are three types of pressure:

1. Good Pressure: This type of pressure is the result of an aggressive yet critical and non-harmful atmosphere. One aspires to be like the people around them. This motivation leads to the acquisition of self-regulation.

2. Bad Pressure: Bad pressure is the when the atmosphere is critical and harmful. One has no motivation and loses self-regulation.

3. No Pressure: When one is not experiencing any pressure, they tend to act based on emotion, since there is no one to compare themselves to.

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Self-Motivation

Andrew Carnegie said it best with his quote “People who are unable to motivate

themselves must be content with mediocrity, no matter how impressive their other talents.” Self-motivation is an essential part of excelling at life. You must learn to

motivate yourself because you cannot depend on others to do it for you. You have to know how to encourage yourself regardless of how bad the situation. There are several keys to building self-motivation.

• Work towards a cause.

• Don’t compare yourself to others. • Make the conscious effort to not give up. • Don’t live in your past failures or successes. • Utilize positive thinking.

There are times when you may need motivation to get motivated. Positive thinking may not be doing the trick. What should you do? Consider these suggestions:

• Write down your plan for improvement. • Briefly think about your past successes.

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Empathy

Empathy is sharing in the feelings of others, whether joy or sadness is an admirable trait. In order for empathy to work, a person must first be able to recognize, classify, and understand their own feelings.

Empathy has been defined by others as:

• Alvin Goldman: The ability to put oneself into the mental shoes of another person to understand her emotions and feelings.

• Martin Hoffman: An effective response more appropriate to another's situation than one's own • Carl Rogers: To perceive the internal frame of reference of another with accuracy and with the

emotional components and meanings which pertain thereto as if one were the person, but without ever losing the "as if" condition. Thus, it means to sense the hurt or the pleasure of another as he senses it and to perceive the causes thereof as he perceives them, but without ever losing the recognition that it is as if I were hurt or pleased and so forth.

Empathy is most useful when the one empathizing has experienced a variety of feelings. For example, the boss who was once passed over for a promotion generally finds it easier to identify with another person who is passed over for a promotion. Not only is this comforting for the person who is going through the situation, but it’s also good for empathizer because it strengthens their ability to positively react to negative situations.

It is not as simple as it sounds. The ideal situation would be for a person to express their issues and you empathize with them, but the fact is, people aren’t always as forthcoming with their problems, even though it is obvious that there is something wrong. Since this is the case, you may be forced to ask probing questions or read between the lines of what is said. You can also focus on non-verbal cues such as body language.

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Instructor Guide Sample

On the following pages is a sample module from our Instructor Guide. It provides the instructor

with a copy of the material and a Lesson Plans box. Each Instructor Guide and Training Manual

mirrors each other in terms of the content. They differ in that the Instructor Guide is

customized towards the trainer, and Training Manual is customized for the participant.

The key benefit for the trainer is the Lesson Plan box. It provides a standardized set of tools to

assist the instructor train that particular lesson. The Lesson Plan box gives an estimated time to

complete the lesson, any materials that are needed for the lesson, recommended activities, and

additional points to assist in delivering the lessons such as Stories to Share and Delivery Tips.

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Sample Module: What is Emotional Intelligence?

Emotional Intelligence is a part of you that affects every aspect of your life. Understanding the root causes of your emotions and how to use them can help you to effectively identify who you are and how you interact with others.

Experience is not what happens to

you – it’s how you interpret what

happens to you.

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Self-Management

Estimated Time 20 minutes

Topic Objective To define and give examples of the background skills of self-management

Topic Summary

Self-Management Skills

This exercise allows participants to understand the seven skills that are crucial to successful self-management.

Materials Required Worksheet One: Self-Management Skills Planning Checklist None

Recommended Activity

Initially, participants should work individually.

Instruct participants to read through the list of skills and write one or two sentences defining each skill. They should then create a scenario when the use of each skill is strongly needed.

Once all participants have had the opportunity to complete the assignment, ask two or three volunteers to share their definitions and scenarios with the large group.

Stories to Share

In 1990, the food chain, Taco Bell decided it wanted to open thousands of new locations, but didn’t have enough managers to oversee the new stores, so they decided to train thousands of entry level workers on how to manage themselves. This training allowed more tenured entry level employees within each store to hire, train, and supervises new employees.

Delivery Tips Defining the personal skills associated with self-management can be done as a large group and then scenarios created in smaller groups of three or four.

Review Questions

How can the lack of self-management negatively impact one’s personal and / or work life?

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In order to effectively achieve your overall career objectives or the objectives within a given task, you must use clearly defined methods to carry out those activities. This includes the setting of goals, decision making, planning, and scheduling. Once the tasks are completed, you must evaluate the success of these methods.

The following is a list of five key points to remember to help you master the art of self-management.

• Be consistent. Part of managing oneself is the ability to be stable. The values you hold dear should always be transparent. Always changing can not only cause others to question your beliefs, but it can also cause you to become confused about what you truly believe.

• Stick to the plan. If you are scheduled to complete a particular task, do it. Don’t just do it, but make sure it is done in a timely manner. It is easy to feel out of control when you disregard the plan you are to follow.

• Be accountable. There are times when things don’t work out as you plan, but you have to be able to admit that and then use your flexibility to get things back on track. The ideal result is that you easily bounce back and complete the task, but even during those times when this is not the case, you are expected to adjust.

• Educate yourself. We live in an ever-changing world and you want to be able to keep up with it. Don’t let change pass you by, embrace it. Be an avid reader. Talk and listen to mentors and peers. They may know something that could help you along your journey.

• Stay physically fit. Many people don’t think of staying fit when they talk about

self-management, but it is a very important part of being able to practice the four preceding points. Exercising your body is just as crucial to self-management as exercising your mind. A body that is not well rested, nutritionally fed, or physically exercised can lead to emotional and physical illnesses.

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Self-Awareness

Estimated Time 10 minutes

Topic Objective To uncover and understand your top five qualities and relate how they may be valuable to the company you work for

Topic Summary

How Aware are You?

Read through the qualities listed on Worksheet Two: How Aware are You? From that list, choose ten qualities that accurately describe you. From those ten, select the top five characteristics that you exhibit the most.

Materials Required Worksheet Two: How Aware are You? Planning Checklist None

Recommended Activity

Instructions:

• Each participant should read through the qualities listed on Worksheet Two and then circle the top ten that describe them. • From the ten circled characteristics, participants should put a star

beside the five characteristics that they exhibit the majority of the time.

• Divide the group into smaller groups of three or four and allow each participant to share his / her results.

Stories to Share

Playwright, August Wilson has a great understanding of self-awareness and how to approach it. Share the following quote by the playwright with the class:

‘Confront the dark parts of yourself, and work to banish them with

illumination and forgiveness. Your willingness to wrestle with your demons will cause your angels to sing. Use the pain as fuel, as a reminder of your strength.’

Delivery Tips Instead dividing the group into several small groups to discuss results, this can be done corporately.

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Being ‘aware’ of one’s self is the ability to accurately perceive one’s skills and

knowledge, value and responsibilities. It is being confident in what you have to offer, whether it is personally or professionally.

Self-awareness is not only important for one’s self-esteem, but it is also the first step to the process of full acceptance or change. Without understanding why one thinks the way he thinks or why he acts the way he acts, he may never fully appreciate himself or see the importance of making changes to improve him, if necessary. Self-awareness gives power and a sense of peace or happiness. This newly found strength will more than likely carry over into your work life, how you perform your duties as well as how you interact with others.

The lack of self-awareness can cause you to not realize your worth in the company or even the quality of the work you perform. This can have an even more dramatic effect when you hold a leadership position. Not only will you have doubts about yourself, but the people you lead will also begin to question your competence, which could ultimately lead to a lack of leadership effectiveness.

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Self-Regulation

Estimated Time 15 minutes

Topic Objective To determine the best way to respond to unfavorable situations

Topic Summary

Express Yourself

This exercise asks participants to respond to scenarios that could be viewed as negative. The key to making this exercise successful is for participants to respond with their first reaction. The other partner will then critique the responses.

Materials Required Worksheet Three: Express Yourself Planning Checklist None

Recommended Activity

Give participants the worksheet and allow them to work in groups of two. • Per the instructions on the worksheet, instruct participants to write

down their first response to each scenario.

• Once each person has completed the task, allow them to share their responses.

Stories to Share

The loss of self-control can be a mental, emotional, or physical state. The following is an example of how this lack of control between two members of Congress caused them to set a poor example for the country they represent: www.c-span.org

On April 9, 1997, a dispute arose between Rep. David Obey (D-WI) and Rep. Tom Delay (R-TX) over references to a newspaper article critical of Rep. Delay. This led to some name-calling and shoving between them in the main aisle of the House floor. A staff member intervened quickly to separate the two.

Delivery Tips None

Review Questions What are some situations in which self-regulations are most important? Are there instances where self-regulation is not a priority?

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Self-Regulation is another term for ‘self-control’, which is defined as the ability to control one’s emotions, desires, and behaviors in order to reach a positive outcome. Self-regulation is sometimes difficult because of the phenomenon that it is important to ‘express how you feel’. While this may be partially true, the art to finding the balance between expressing one’s feelings and avoiding unnecessary tension is self-regulation.

Self-Regulation is a direct reflection of the type of pressure one is experiencing. There are three types of pressure:

4. Good Pressure: This type of pressure is the result of an aggressive yet critical and non-harmful atmosphere. One aspires to be like the people around them. This motivation leads to the acquisition of self-regulation.

5. Bad Pressure: Bad pressure is the when the atmosphere is critical and harmful. One has no motivation and loses self-regulation.

6. No Pressure: When one is not experiencing any pressure, they tend to act based on emotion, since there is no one to compare themselves to.

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Self-Motivation

Andrew Carnegie said it best with his quote “People who are unable to motivate

themselves must be content with mediocrity, no matter how impressive their other talents.” Self-motivation is an essential part of excelling at life. You must learn to

motivate yourself because you cannot depend on others to do it for you. You have to know how to encourage yourself regardless of how bad the situation. There are several keys to building self-motivation.

• Work towards a cause.

• Don’t compare yourself to others. • Make the conscious effort to not give up. • Don’t live in your past failures or successes. • Utilize positive thinking.

There are times when you may need motivation to get motivated. Positive thinking may not be doing the trick. What should you do? Consider these suggestions:

• Write down your plan for improvement. • Briefly think about your past successes.

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Empathy

Estimated Time 15 minutes

Topic Objective To determine the empathetic responses to other’s situations

Topic Summary

Empathy is Key

This exercise asks participants to respond to the statements on the worksheet in the most empathetic manner possible.

Materials Required Worksheet Four: Empathy is Key Planning Checklist None

Recommended Activity

Give participants the worksheet and allow them to work in groups of two. • Per the instructions on the worksheet, instruct participants to select

the most empathetic response to each statement.

• Once each person has completed the task, allow each time to share responses with their partner.

Stories to Share

Many times, empathy prompts people to action.

In 1979, Pattie Moore, an icon in the design industry noticed that people did not care about the fact that many household appliances were not developed for the use of those who are very young, elderly or disabled. Because of this she launched her own business that created a variety of items, including things that were easy for the elderly to use.

Delivery Tips Instead of allowing participants to work in groups of two, this exercise can be completed out loud, corporately.

Review Questions What effect does empathy generally have on the person being empathized? What is the difference between empathy and sympathy?

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Empathy is sharing in the feelings of others, whether joy or sadness is an admirable trait. In order for empathy to work, a person must first be able to recognize, classify, and understand their own feelings.

Empathy has been defined by others as:

• Alvin Goldman: The ability to put oneself into the mental shoes of another person to understand her emotions and feelings.

• Martin Hoffman: An effective response more appropriate to another's situation than one's own • Carl Rogers: To perceive the internal frame of reference of another with accuracy and with the

emotional components and meanings which pertain thereto as if one were the person, but without ever losing the "as if" condition. Thus, it means to sense the hurt or the pleasure of another as he senses it and to perceive the causes thereof as he perceives them, but without ever losing the recognition that it is as if I were hurt or pleased and so forth.

Empathy is most useful when the one empathizing has experienced a variety of feelings. For example, the boss who was once passed over for a promotion generally finds it easier to identify with another person who is passed over for a promotion. Not only is this comforting for the person who is going through the situation, but it’s also good for empathizer because it strengthens their ability to positively react to negative situations.

It is not as simple as it sounds. The ideal situation would be for a person to express their issues and you empathize with them, but the fact is, people aren’t always as forthcoming with their problems, even though it is obvious that there is something wrong. Since this is the case, you may be forced to ask probing questions or read between the lines of what is said. You can also focus on non-verbal cues such as body language.

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Activities

During the facilitation of a lesson Worksheet or Handout may be utilized to help present the

material. If a lesson calls for a Worksheet or Handout it will be listed in the Lesson Plan box

under Materials Required. The trainer can then utilize the Activities folder for the

corresponding material and then provide it to the participants. They are all on separate Word

documents, and are easily edited and customized.

Below you will see the Worksheets or Handouts that are utilized during the training of the

above lesson. They are located in the Activities folder and can be easily printed and edited for

the participants.

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Sample Worksheet: Self-Management Skills

The following personal skills are important to effective self-management. Read through each skill and write a one to two sentence definition. Once you have defined each skill, create a scenario in which the use of the skill would be important.

1. Reflection ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ 2. Self-Awareness ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ 3. Planning ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ 4. Monitoring ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ 5. Time Management ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ 6. Flexibility ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ 7. Self-Appraisal ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________

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Sample Worksheet: How Aware are You?

Read through the list of personal characteristics. Circle the ten that most describe you. Of those ten, put a star beside the top five characteristics you exhibit the majority of the time.

• Academic • Active • Accurate • Adventurous • Aggressive • Ambitious • Bold • Broad-minded • Calm • Clear-thinking • Competitive • Confident • Cooperative • Determined • Dependable • Efficient • Enthusiastic • Firm • Flexible • Honest • Independent • Logical • Meticulous • Organized • Practical • Quick • Rational • Resourceful • Responsible • Sensible • Stable • Tactful • Teachable • Trustworthy • Understanding

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Sample Worksheet: Express Yourself

Read through the following scenarios. Write your first response to each. Do not over-analyze the scenario or answer it with what ‘sounds the best’. Give your honest feedback.

1. You are the team lead for a project at work and your boss yells at you because it was not completed by the required deadline. You:

______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ 2. You find out that several of your co-workers are talking about you behind your back to the boss.

They are telling your boss that you are slacking on the job and that the quality of your work is poor. You: ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ 3. One of the company’s clients called and told your manager that you were very rude to him. You

know the client spoke to a co-worker who sits next to you, not you. You:

______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________

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Sample Worksheet: Empathy is Key

Read through the following statements and circle the most empathetic response.

1. I can’t believe Mr. Smith is making me work third shift. He knows I have children. A. Mr. Smith is running a business and we have to do what we have to do.

B. I can understand why you would be upset. Have you tried asking him if he could switch you to an earlier shift?

C. I would be happy if I got third shift since there is a pay differential. 2. I have too much work on my plate.

A. I’m sorry you feel overwhelmed by the amount of work you have. Is there any way I can help?

B. That’s good since so many people are unemployed right now. C. Complete the projects you can and discard the rest.

3. I am so upset. I thought I was going to get the job promotion. A. The better candidate got the job.

B. Start spreading rumors about the work performance of the one who got it, and then maybe they will give it to you.

C. I know you are disappointed about not getting the job, but don’t give up. There will be a posting of a similar position next week, apply for it.

4. The regional meeting ran over time, now I will be late for my team meeting.

A. At least we had time to discuss all of our quarterly goals in the regional meeting.

B. I apologize for you being tardy. Is it possible for John to share with you his notes from the first ten minutes of the meeting?

C. The regional manager is only in town once a quarter, we needed to accommodate her. 5. I am unable to meet my quota this month.

A. Maybe we should promote Sarah to your position. B. Is that because you were wasting time?

C. Let’s talk about why you were unable to meet your quota. What can we do to ensure this does not happen next month?

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Quick Reference Sheets

Below is an example of our Quick reference Sheets. They are used to provide the participants

with a quick way to reference the material after the course has been completed. They can be

customized by the trainer to provide the material deemed the most important. They are a way

the participants can look back and reference the material at a later date.

They are also very useful as a take-away from the workshop when branded. When a participant

leaves with a Quick Reference Sheet it provides a great way to promote future business.

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Benefits of Emotional

Intelligence

• Decision-making. Having an awareness of your emotions, where they come from and

what they mean, can allow you to take a more rational, well-planned approach to how you are going to make a specific decision.

• Relationships. When one is able to understand why they are the way they are and why they react to things the way they do, they tend to gain more of an appreciation for others and who they are, which can in turn lead to stronger relationships, business and personal.

• Health. Many times, internal turmoil expresses itself as physical illnesses. Always harboring negative emotions can lead to higher stress levels in the body, which can temporarily or fatally damage it.

Giving in Without Giving Up

Compromise is an unavoidable part of dealing with others in both the business world and in personal relationships. The ideal situation would be that everyone agrees with

everything you say, but that is highly unlikely.

Unless you live in a society that does not value diplomacy, this is a skill that will present plenty of opportunities for you to master it.

This can be even more of an issue when you are in a position of less influence. You may be expected to compromise at a greater level or even expected to follow the lead of your superiors, without regard to your own feelings or opinions. In either case, learning how to have your beliefs, while accepting the ideas of others and not causing tension in the relationship is crucial to your success in the work place.

The Balance between Optimism and Pessimism

Extremism may not be a desirable trait in a person. This is also true when it comes to optimism and pessimism. Being optimistic about every situation could potentially lead a person away from reality and taking the proper steps to resolve a situation. It could also give someone a false hope, which would ultimately lead to disappointment which could in turn cause the person to abandon all optimism.

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Certificate of Completion

Every course comes with a Certificate of Completion where the participants can be recognized

for completing the course. It provides a record of their attendance and to be recognized for

their participation in the workshop.

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PowerPoint Sample

Below you will find the PowerPoint sample. The slides are based on and created from the

Training Manual. PowerPoint slides are a great tool to use during the facilitation of the

material; they help to focus on the important points of information presented during the

training.

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Full Course Table of Contents

Preface ... 4

What is Courseware? ... 4

How Do I Customize My Course? ... 4

Materials Required ... 6

Maximizing Your Training Power ... 6

Module One: Getting Started ... 8

Housekeeping Items... 8

The Parking Lot ... 9

Workshop Objectives ... 9

Pre-Assignment Review ... 10

Action Plans and Evaluation Forms ... 10

Module Two: What is Emotional Intelligence? ... 12

Self-Management ... 12

Self-Awareness... 14

Self-Regulation ... 15

Self-Motivation ... 17

Empathy ... 17

Module Three: Skills in Emotional Intelligence ... 20

How to Accurately Perceive Emotions ... 20

Use Emotions to Facilitate Thinking ... 21

Manage Emotions ... 23

Module Four: Verbal Communication Skills ... 25

Focused Listening ... 25

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Module Five: Non-Verbal Communication Skills ... 28

Body Language ... 28

It’s Not What You Say, It’s How You Say It ... 29

Module Six: Social Management and Responsibility ... 30

Benefits of Emotional Intelligence ... 30

Articulate your Emotions Using Language ... 31

Module Seven: Tools to Regulate Your Emotions ... 33

Seeing the Other Side... 33

Self-Management and Self-Awareness ... 34

Giving in Without Giving Up ... 34

Module Eight: Gaining Control ... 36

Using Coping Thoughts ... 36

Using Relaxation Techniques ... 37

Bringing it All Together ... 39

Module Nine: Business Practices (I) ... 40

Understand Emotions and How to Manage Them in the Workplace ... 40

Role of Emotional Intelligence at Work ... 41

Disagreeing Constructively ... 41

Module Ten: Business Practices (II) ... 43

Optimism ... 43

Pessimism ... 44

The Balance between Optimism and Pessimism ... 45

Module Eleven: Making an Impact ... 46

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Module Twelve: Wrapping Up ... 48

Words from the Wise ... 48

Review of Parking Lot ... 48

Lessons Learned ... 48

Figure

Updating...

References