Overview of the module

We are living in an era in which standard lines, words by itself, flawless process fall short when it comes to creating professional excellence. Emotional Intelligence being pivotal to all behaviour and action, enables employees to reach out to customers with mindfulness, positive attitude in tonality and expressions, eagerness to serve, resilience in the face of stress and challenges, empathy toward the distressed, and acceptance of diversity as in culture and financial status.  This ground-breaking, inspirational training program gets the learners invigorated as it portrays the benefits of and the strategies to develop Emotional Intelligence to create a positive experience for and collective growth of the people in an organization and beyond.  

Specific Learning Objectives of the Training Program

Attending this training program, learners will be able to:

• Create a positive experience of working together with co-workers and stakeholders
• Develop the mindset of practicing positive communication to inspire co-workers, while giving out constructive feedback
• Manage the stress while working and handling huge workload
• Connect with every individual by being aware of their emotions and our own behaviour expressing attention, care and empathy
• Say 'no' in an assertive and positive way to patients
• Understand the cause and effect of behaviour of oneself and that of others through emotional self-awareness
• Identify and manage the emotions that are compelling them to behave in a negative way 
• Control any kind of impulsive reactions and behaviours 
• Develop the strength to hold on to their objectives and values, such as, organization’s reputation, successful project completion, professional relationships in difficult times
• Develop tolerance, determination and resilience in adverse situations
• Develop mindfulness to make the best decision and solve problems without a bias

 

 Module:

Creating Service Excellence  

• Develop the mindset to deliver one’s best
• Handle each stakeholder with mindfulness while communicating with them and resolving their problems.
• Learn to make assertive when saying ‘no’ or conveying any difficult messages
• Identifying and replacing the toxic words with positive communication
• Understanding the mindset of difficult stakeholders or co-workers and manage them accordingly
• Identify and manage one’s negative emotions

 

Behavioural Self Control

Uncontrolled expression of emotions can create toxic environments in professional and personal lives. In this module learners will learn techniques that will help them control disruptive emotions and impulsive reactions.

• Learn to identify our own emotions that are causing us to react impulsively
• Learn to respond on situations logically rather than react emotionally
• How to stay composed, positive and calm in stressful, adverse situations
• How to think clearly and stay focussed when working under pressure

 

Developing Resilience and reducing Stress and Conflict

The volatility and uncertainty of our world create high levels of stress and people are less resilient. In this module you will learn to develop resilience.

• Determine the meaning of one’s life – connecting professional objectives with personal values and necessities
• Developing the required confidence level and agility to take up and handle challenges in this VUCA world (Volatile, Uncertain, Complex and Ambiguous)
• Identify one’s strength to fight against the odds
• Learn techniques to manage the roadblocks to one’s own mind in the face of setbacks
• Creating the mindset of ‘not giving up’ in the face of challenges
• Be mindful and make the best decision in the context
• Techniques to manage stress while handling work and people

Curriculum