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Emotional Intelligence

Course description

Course content

  • Emotional Intelligence : Feel, Understand, respond

    • Module 1: Introduction To Emotional Intelligence

    • Real World Examples : Share a scenario where a lack of emotional intelligence led to a challenging customer interaction

    • Activity : Personal Experience Sharing

    • Understanding Emotional Intelligence and Cultural Nuances in Customer Service

    • Module 2: Self Awareness

    • Real World Examples: Self-awareness can significantly impact customer interactions

    • activity : "Who Am I?"

    • assessment : role play

    • Module 3: Introduction to Self - Management

    • Real World Examples- Self Management

    • Activity : Enhancing Contact Center Skills

    • Assessment : written reflection

    • Module 4: Social Awareness

    • Real World Examples: Social Awareness

    • Activity: Social Awareness

    • Module 5 : Relationship Management

    • Real World Examples : Relationship Management

    • Self-Reflection Activity: Exploring Effective Communication Strategies in Diverse Customer Interactions

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Instructor

Kendall Samuels

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Original price was: R2000,00.Current price is: R1260,00.
  • Lessons 17
  • Skill Experts
  • Last Update May 26, 2025
Original price was: R2000,00.Current price is: R1260,00.