Emotional Intelligence: Developing Emotional Intelligence Skills

Audience

Managers team leaders and project managers who want to understand emotional intelligence and how it applies to the organization.

Objective

• Identify the five abilities of Emotional Intelligence.
• Identify the benefits of Emotional Intelligence at work.
• Apply guidelines that will enable you to be assertive.
• Apply the LISTEN process when providing constructive feedback.
• Follow the LISTEN process to motivate and resolve conflict.

Topics Include

Unit 1: Emotional Intelligence Fundamentals

• Identify the five abilities of Emotional Intelligence.
• Identify the benefits of Emotional Intelligence at work.
• Match the definitions of the six basic emotions.
• Identify the steps of the LISTEN process.
• Follow the LISTEN process during a conversation with another person.
• Simulation Overview:
• In this simulation you will meet with Dean Kramer Icon's Quality Manager for Industrial Casing Products. Dean is responsible for ensuring that Icon continues to meet requirements for several international quality accreditations. In the past Dean's performance has been outstanding and he was even considered for a promotion to the Production Manager position. However his record keeping has been substandard recently. As Director of Industrial Casing Products you need to apply the LISTEN process while discussing Dean's recent performance.

Unit 2: Communication and Emotional Intelligence

• Given four statements identify the correctly paraphrased statement.
• State facts and use paraphrasing when communicating with others.
• Identify two dangers of nonverbal communication.
• List the ways to assert yourself without being antagonistic.
• Apply guidelines that will enable you to be assertive.
• Apply the LISTEN process when providing constructive feedback.
• Simulation Overview:
• In this simulation you will meet with Colleen Ford the Design Engineer for Icon's industrial casing products. Colleen's recent design work has not closely followed the product road map created by a planning committee and approved by management. As Director of Industrial Casing Products you need to apply the LISTEN process while providing Colleen with constructive feedback.

Unit 3: Applications of Emotional Intelligence

• Arrange the three steps of building a positive work environment with business associates.
• Select three motivational tools.
• Follow the LISTEN process to motivate and resolve conflict.
• Simulation Overview:
• In this simulation you will meet with Terry Jones and Drew Canfield first and second shift supervisors for Icon's Industrial Services and Manufacturing Division in Boston. They are responsible for overseeing the employees and production on the manufacturing floor during their shifts. Both shifts have been experiencing high employee turnover but neither individual seems to be trying to do anything to improve the situation on his shift. As Director of Casing Products you need to apply the LISTEN process to motivate Terry and Drew and resolve any conflict that may exist between them.

Duration

4

Minimum Requirements

The CDROM version of this course requires:

• At least a 486DX 33Mhz CPU.
• Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
• At least 8MB RAM.
• At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).
• At least a double speed CDROM drive.
• An MPC compliant sound card with attached speakers or headphones is recommended (Currently only the CDROM version supports audio).

• At least a 486DX 33Mhz CPU.
• Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
• At least 8MB RAM and 22MB available hard disk space or file server space.
• At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).

Media