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Developing and Using Emotional Intelligence at Work
1/19/2025
Chapter 1 - Introduction
1/19/2025
Chapter 2 - Identifying Your Own Emotional Strengths and Weaknesses
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Chapter 3 - Identifying personal stressors and own emotional states related to the workplace
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Chapter 4 - Developing Awareness of Own Emotional Triggers and Using this Awareness to Enable Control Emotional Responses
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Chapter 5 - Modelling Workplace Behaviours that Demonstrate Management of Emotions
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Chapter 6- Using Self-Reflection and Feedback from Others to Improve Development of Own Emotional Intelligence
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Chapter 7 - Responding to the Emotional States of Co-workers and Assess Emotional Cues
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Chapter 8 - Developing a Plan for Identifying and Responding to a Range of Emotional Expressions
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Chapter 9 -Demonstrating Flexibility and Adaptability in Dealing with Others
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Chapter 10 - Taking into account the emotions of others when making decisions
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Chapter 11 - Providing Opportunities for Others to Express their Thoughts and Feelings
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Chapter 12 - Assisting others to understand the effect of their behaviour and emotions on others in the workplace
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Chapter 13 - Encouraging the Self-Management of Emotions in Others
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Chapter 14 - Encouraging Others to Develop Their Own Emotional Intelligence to Build Productive Relationships and Maximise Workplace Outcomes
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Chapter 15 - Encouraging a Positive Emotional Climate in the Workplace
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Chapter 16 - Using the Strengths of Workgroup Members to Achieve Workplace Outcomes
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Chapter 17 - Strategies For Communicating with a Diverse Workforce that has Varying Expressions of Emotion
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Chapter 18 - Using Emotional Intelligence to Enhance Customer Experience
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