Emotional intelligence

What you will be able to do

• Recognise the four branches of emotional intelligence, perceiving, using, understanding, managing.
• Read an emotion beyond the words, in the voice, the silences, the mismatches.
• Understand what an emotion signals, and anticipate how it may develop.
• Use your emotions to think and to decide, checking where they come from.
• Adjust your response to the other person's emotion, and defuse an exchange that's getting out of hand.

Who it is for

For anyone who deals with clients or colleagues and wants to understand better the emotions at play, their own as well as others'. The method works whatever your job: at a front desk, in a workshop, at a patient's bedside, behind a screen, on a building site or at the head of a team. The module follows the first weeks on the phone in an energy supplier's customer service, in the depths of winter, but the exercises and the exam put you in many other situations.

How the module unfolds

1. 1IntroductionWhat the skill covers, and what the module will teach you to do.
2. 2A running story, “The Sorbier Énergie call centre”The same working situation stays with you from one step to the next, with a character from the story who plays the role of mentor.
3. 3The theory, with everyday examplesIn each lesson, the method set out simply, with examples drawn from working life.
4. 4The game, “The colour fan”Each step you complete moves the game forward, right to the last one.
5. 5The signature exercise, “The four branches”The module's method, to apply to your own situations.
6. 6Two role playsTwo conversations to see through to the end, with detailed feedback on your choices.
7. 7The examTen random questions about new situations. Eight correct answers unlock The Method and your certificate.