Improving Confidence and Mastering Emotional Intelligence (2 Days)

Objectives

The objective of the Handling Customer Complaints training program is to provide participants with a comprehensive understanding of the skills and knowledge necessary to effectively handle customer complaints and improve customer satisfaction. In today’s highly competitive business environment, it is crucial for organizations to have a solid approach to managing customer complaints. Effective handling of customer complaints can help to prevent the loss of business, maintain customer loyalty, and even enhance the reputation of an organization. 

Target Audience

Executives and Senior Executives across industries who: 

• Want to project stronger authority and credibility in their roles. 
• Seek to balance logic with emotional intelligence in decision-making.
• Need to enhance resilience, composure, and communication in high-pressure contexts. 
• Desire to strengthen their people-leadership and influence skills. 

Learning Outcomes

Project executive confidence through mindset, body language, and communication.

• Identify and regulate emotional triggers for improved self-control. 
• Apply resilience techniques to thrive in high-stakes leadership challenges.
• Master the five domains of emotional intelligence and apply them at work.
• Strengthen empathy and active listening to build trust and influence.
• Handle conflict and tough conversations with composure and fairness.
• Lead authentically, aligning personal values with organizational culture. 

Course Outlines

Day 1 : Building Confidence and Personal Mastery 

Module 1: The Psychology of Confidence 

• Concepts: 

○ Growth vs. fixed mindset and how it shapes confidence. 

○ Reframing failure as feedback and learning. 

○ Recognizing internal “saboteurs” (self-doubt, imposter syndrome). 

• Engaging Activity: Confidence Mapping – Participants list 3 personal “power moments” where they overcame challenges and reframe one recent setback into a learning opportunity. 
• Elaboration: Leaders see confidence not as arrogance but as grounded belief in capability, built through mindset and intentional practice. 

Module 2: Executive Presence and Influence 

• Concepts: 

○ The three pillars of presence: Appearance, Behavior, Communication. ○ The science of body language, voice projection, and eye contact. 

○ The art of storytelling for impact. 

• Engaging Activity: Executive Presence Drill – Deliver a 2-minute presentation with peer scoring on credibility, clarity, and presence. 
• Elaboration: Presence is the outer layer of confidence that convinces others to trust in a leader’s competence and direction. 

Module 3: Self-Awareness and Emotional Triggers 

• Concepts: 

○ Johari Window: expanding “open self” through feedback. 

○ The role of emotional triggers in decision-making. 

○ Distinguishing between reaction and response. 

• Engaging Activity: Hot Buttons Mapping – Participants identify personal triggers (e.g., criticism, resistance, time pressure) and create strategies to respond effectively.
• Elaboration: Self-awareness is the compass of leadership, helping executives act consciously rather than react emotionally. 

Module 4: Building Resilience Under Pressure 

• Concepts: 

○ Stress as a leadership reality – healthy vs. toxic stress. 

○ Mindfulness and grounding strategies (breathing, visualization, reframing). ○ Developing adaptability in times of change. 

• Engaging Activity: Crisis Simulation – Teams handle a sudden crisis (e.g., major client loss, media scandal, operational breakdown) with limited time. 
• Elaboration: Resilience transforms challenges into opportunities, enabling leaders to maintain calm and inspire confidence in turbulent times. 

Day 2 – Mastering Emotional Intelligence in Leadership 

Module 5: Foundations of Emotional Intelligence 

• Concepts: 

○ Daniel Goleman’s 5 domains: Self-awareness, Self-regulation, Motivation, Empathy, Social skills. 

○ How EI correlates with leadership effectiveness and business performance. ○ Emotional vs. rational decision-making. 

• Engaging Activity: EI Self-Assessment – Participants complete a diagnostic tool and discuss findings in small groups. 
• Elaboration: Leaders recognize EI as a measurable and trainable skill that fuels sustainable leadership success. 

Module 6: Empathy, Communication, and Conflict Management 

• Concepts: 

○ Empathy as a leadership advantage. 

○ Levels of listening: cosmetic, conversational, active, and empathetic. ○ Using EI to resolve conflicts constructively. 

• Engaging Activity: Conflict Role-Plays – Participants practice handling tough conversations (e.g., poor performance feedback, team conflict, client pushback).
• Elaboration: Empathy builds trust and fairness, ensuring leaders are respected even when making tough calls. 

Module 7: Leading with Authentic Confidence and EI 

• Concepts: 

○ Authentic leadership: aligning values with actions. 

○ Balancing confidence with humility. 

○ Inspiring and motivating teams through EI. 

• Engaging Activity: Leadership Challenge Game – Teams face a simulated boardroom dilemma requiring strategy, empathy, and influence. 
• Elaboration: Authentic leaders who combine confidence with emotional intelligence inspire loyalty, foster collaboration, and achieve long-term impact. 

Closing Session – Integration and Action Planning 

• Activity: My Confidence&EI Leadership Pledge – Each participant writes down 3 behaviors they will commit to practicing in the next 30 days. 
• Peer Coaching: Share commitments with a partner for accountability.
• Facilitator Wrap-Up: Reinforce that confidence and EI are continuous practices that grow stronger with self-reflection and application. 

PRICING:
RM 2,200.00 Per Person (HRD Corp Claimable Course) + 8% SST
To inquire about pricing for our training, please contact us for a quote.

Kindly scan or click on the link below for your.
Learning Registration.
For any enquiries, please contact us at:
UOA Academy Sdn Bhd
Suite 1-2, Lower Level 1, City, The Horizon Annexe, Avenue 7,
Bangsar South, 59200 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur.

Tel: 6013 482 4810 / 6016 241 3517
Email: register@uoa-academy.com

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.