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MOHD NOR USOP

M.Sc (Management), B. Ed., Cert. Ed.

(Quality Management Consultant)

Course Title: Creating and Developing the EQ Workforce

Welcome to the Emotional Intelligence workshop. Emotional Intelligence is defined as
a set of competencies demonstrating the ability one has to recognize his or her
behaviours, moods, and impulses, and to manage them best according to the
situation. Emotional Intelligence (EQ OR EI) is critical for leaders, employees and
organizations to successfully navigate todays complex work dynamic; and it can be
developed!
Why should you care about emotional intelligence at work? It may not seem necessary
to think about your emotional intelligence when things are going well, but what about
on a bad day? Improving emotional intelligence will help you like your jobs more, like
your peers more, be more liked by your peers, and be more effective at your jobs.
This course will give you the tools you need to be emotionally intelligent in your
workplace. An employee with high emotional intelligence can manage his or her own
impulses, communicate with others effectively, manage change well, solve problems,
and use humor to build rapport in tense situations. These employees also have
empathy, remain optimistic even in the face of adversity, and are gifted at educating
and persuading in a sales situation and resolving customer complaints in a customer
service role.

Workshop Objectives
Research has consistently demonstrated that when clear goals are associated with
learning, it occurs more easily and rapidly. This workshop as a learning process is
designed to help you in the following ways:

Define and practice self-management, self-awareness, self-regulation, selfmotivation, and empathy.

Understand, use and manage your emotions.

Verbally communicate with others.

Successfully communicate with others in a non-verbal manner.

Identify the benefits of emotional intelligence.

Relate emotional intelligence to the workplace.

Balance optimism and pessimism.

Making an impact through first impressions and personality

Deepen your appreciation of Emotional Intelligence (EQ) as a critical

leadership competency
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Add a heading to your document

MOHD NOR USOP
M.Sc (Management), B. Ed., Cert. Ed.

(Quality Management Consultant)

Training Methods Used

Active learning, non formal education methods, exercises, group discussions, pair
activities, reflection
Course Outline
Module One: Getting Started

Icebreaker

Housekeeping Items

The Parking Lot

Workshop Objectives

Module Two: What is Emotional Intelligence

Self Management

Self Awareness

Self Regulation

Self Motivation

Empathy

Module Three: Four skills in emotional intelligence

How to Accurately Perceive Emotions

Use Emotions to Facilitate Thinking

Understand Emotional Meanings

Manage Emotions

Module Four: Verbal Communication Skills

Focused Listening

Asking Questions

Communicating with Flexibility and Authenticity

Module Five: Non-Verbal Communication Skills

Body Language

The Signals You Send to Others

It's Not What You Say, It's How You Say It

Module Six: Social Management and Responsibility

Benefits of Emotional Intelligence

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Add a heading to your document

MOHD NOR USOP
M.Sc (Management), B. Ed., Cert. Ed.

(Quality Management Consultant)

Articulate your Emotions Using Language.

Module Seven: Tools to Regulate Your Emotions

Seeing the Other Side

Self Management and Self Awareness

Giving in Without Giving Up

Module Eight: Gaining Control

Using Coping Thoughts

Using Relaxation Techniques

Bringing it All Together

Module Nine: Business Practices (I)

Understand Emotions and How to Manage Them in the Workplace

Role of Emotional Intelligence at Work

Disagreeing Constructively

Module Ten: Business Practices (II)

Optimism

Pessimism

The Balance Between Optimism & Pessimism

Module Eleven: Making an Impact

Creating a Powerful First Impression

Assessing a Situation

Being Zealous without Being Offensive

Module Twelve: Wrapping Up

Words from the Wise

Review of Parking Lot

Lessons Learned

Completion of Action Plans and Evaluations

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