Emotional Intelligence: Embracing Emotions to be at Your Natural Best

Objectives
The objective of this training course is to enhance participants’ emotional intelligence by helping them understand and leverage their emotional strengths to achieve personal and professional growth. The course focuses on developing self-awareness, self-regulation, and
interpersonal skills to empower individuals to manage their emotions effectively, improve their relationships, and maximize their potential. Participants will learn strategies for harnessing emotional intelligence to boost resilience, enhance decision-making, and create
a positive impact in both their personal lives and workplace environments.

Target Audience
This training course is designed for individuals at all levels who are seeking to improve their emotional intelligence to enhance personal and professional effectiveness. It is particularly beneficial for professionals looking to develop greater self-awareness, better manage their
emotions, and improve their interpersonal relationships. The course is ideal for those in leadership roles, team members, and anyone interested in maximizing their potential and fostering a more positive and productive work environment.

Learning Outcomes

• Enhanced Self-Awareness: Improved ability to recognize and understand personal emotions and their impact on behavior and decision-making.
• Advanced Self-Regulation: Mastery of techniques for managing and controlling emotional responses to handle stress and maintain composure effectively.
• Strengthened Interpersonal Skills: Enhanced ability to communicate empathetically, build stronger relationships, and navigate social interactions with
  greater ease.
• Increased Resilience: Development of strategies to bounce back from setbacks and manage challenges with a positive and proactive mindset.
• Improved Decision-Making: Greater capacity to make informed and balanced decisions by integrating emotional insights with rational analysis.
• Maximized Personal and Professional Potential: Leveraging emotional intelligence to boost overall performance, achieve personal goals, and foster a more productive and harmonious work environment.

Day 1: Foundations and Leadership in Service Culture

Module 1: Understanding Service Culture

•  Defining Service Excellence: Explore the key components of a service-oriented culture and what distinguishes exceptional service
• Impact on Organizational Success: Understand how a strong service culture contributes to customer satisfaction, loyalty, and business growth.

Module 2: Leading by Example

• Modeling Exceptional Service: Techniques for demonstrating high standards of customer service and setting a positive example for your team.
• Developing Leadership Skills: Strategies for inspiring and motivating employees to deliver superior service and uphold service standards.

Module 3: Creating and Communicating Service Standards

• Establishing Clear Standards: Methods for defining and implementing service expectations that align with organizational goals
• Effective Communication: Skills for communicating service standards and expectations clearly to your team to ensure alignment and consistency.

Module 4: Coaching and Mentoring for Service Excellence

• Building Skills through Coaching: Techniques for providing effective feedback and coaching to improve team performance.
• Mentoring for Growth: Strategies for mentoring team members to develop their customer service skills and advance their careers.

Day 2: Implementing Strategies and Fostering a Positive Culture

Module 5: Implementing Service Strategies

• Developing Action Plans: Create actionable plans to implement service strategies that enhance customer satisfaction and service delivery.
• Monitoring and Adjusting: Techniques for tracking the effectiveness of service strategies and making necessary adjustments for continuous improvement.

Module 6: Driving Continuous Improvement

• Performance Evaluation: Tools for assessing service performance and identifying areas for improvement.
• Actionable Feedback: How to gather and use customer and employee feedback to refine service practices and drive improvements.

Module 7: Fostering a Service-Oriented Culture

• Building a Positive Environment: Strategies for creating and maintaining a work environment that supports and encourages exceptional service.
• Engagement and Recognition: Techniques for recognizing and rewarding team members who exemplify outstanding service, reinforcing a culture of excellence.

Module 8: Personal Action Plans and Implementation

• Developing Individual Action Plans: Craft personalized plans for applying the learned concepts to your specific team and organizational context.
• Role-Playing and Scenario Practice: Engage in role-playing exercises to practice implementing service strategies and resolving service-related challenges.

PRICING:

Please note that should this registration be cancelled fourteen (14) days before the day of the training, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training, full payment of the training will be levied. Please note that amendments can only be made to the above arrangement by giving a minimum of three (3) working days’ notice. Additionally, a 30% upfront payment is required via Human Resource Development Corporation (HRDC) or bank transfer.

Disclaimer: UOA Academy reserves the right to make changes to the venue, date, and speaker,
including cancellation of the workshop if warranted by circumstances beyond its control.