Signature Programs - EQ On Your Feet

EQ ON YOUR FEET

 

Integrating EQ Development with Service

2-Day Program

Facilitator: Granville D’Souza / Marilyn Jorgensen / Ian Poulier

EQ empowers managers to harness personal feelings and emotions to create optimal results in today's challenging and demanding service environment. This is especially critical for managers who have to resolve many emotionally charged customer related problems and ensure the systems complement an excellent culture of emotionally conscious and intelligent individuals at the heart of service delivery. EQ is a set of learnable skills including self-awareness, empathy, optimism, self-direction and motivation to manage customers and inter-personal relationships. This program comprises of 3 parts: To be emotionally intelligent means to "Know Yourself", "Choose Yourself" and  "Give Yourself" to enhance your performance.
EQ is a set of learnable skills including self-awareness, empathy, optimism, self-direction and motivation to manage customers and inter-personal relationships. This program comprises of 3 parts: To be emotionally intelligent means to "Know Yourself", "Choose Yourself" and  "Give Yourself" to enhance your performance.

Know Yourself means to be adept at identifying the emotions you feel, the symptoms behind such feelings and the source of it. It allows one to identify patterns of behaving so as to avoid unnecessary reactions and allow for a positive demonstration of attitude and character.
Choose Yourself is that part of us that would allow for thoughtful decision making that would result in optimal results. These are skills that prevent one from being impulsive as opposed to practicing delayed gratification, optimism, responsibility and careful judgment.
Give Yourself has its place when we sacrifice our space, time and commitment to purposes other than our own. It’s about giving up something with no ‘trade-off’ mindset but one of willingness and eagerness for the greater good of someone else.


Key Learning Objectives

1)    Participants will learn about the changing face of service and how to serve by both integrating thoughts and feelings
2)    Participants will learn the importance of accountability and ownership in delivering all rounded excellent service
3)    Participants will learn skills that allow themselves a greater sense of control in stressful situations with their customers through their thinking and the actions they take.
4)    Participants will be equipped with tools to access their own internal resources to evoke a heightened positive well being.
5)    Participants will begin to explore and access their own “heart” feelings (Know Yourself)
6)    Participants will learn the expression of service from the heart and how to extend this to their customers.
7)    Participants will learn effective ways to demonstrate empathy to their customers
8)    Participants will learn and understand the need to take initiative by anticipating and delight customers as the key to building loyalty
9)    Participants will learn the Principles of EQ Service Excellence.
10)    Participants will appreciate the truth of making their people the brand the company believes in and wants to project.
11)    Participants will be introduced to fundamental principles in facing and overcoming adversity.

Payment options

1.Bank cheque crossed and addressed to 'The SEL Network LLP' sent to 39 Aida Street Singapore 459964 ( please write name of person attending and Organization on the back of the cheque)
                               (OR)
2. Interbank Giro (SEL 2010A)
                               (OR)
3. Interbank Transfer (UOB Account 375 302 804 6)