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Emotional Intelligence

Sample

Corporate Training Materials


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TABLE OF CONTENTS
Preface ..............................................................................................................................................3
What is Courseware? ................................................................................................................................ 3
How Do I Customize My Course? .............................................................................................................. 3
Materials Required ................................................................................................................................... 4
Maximizing Your Training Power.............................................................................................................. 5
Icebreakers ........................................................................................................................................6
Icebreaker: Friends Indeed........................................................................................................................ 7
Training Manual Sample.....................................................................................................................8
Sample Module: What is Emotional Intelligence? .................................................................................... 9
Instructor Guide Sample................................................................................................................... 15
Sample Module: What is Emotional Intelligence? .................................................................................. 16
Activities ......................................................................................................................................... 26
Quick Reference Sheets.................................................................................................................... 31
Certificate of Completion ................................................................................................................. 33

PowerPoint Sample.......................................................................................................................... 35
Full Course Table of Contents ........................................................................................................... 39

Preface
What is Courseware?
Welcome to Corporate Training Materials, a completely new training
experience!
Our courseware packages offer you top-quality training materials that
are customizable, user-friendly, educational, and fun. We provide your
materials, materials for the student, PowerPoint slides, and a takehome reference sheet for the student. You simply need to prepare and
train!
Best of all, our courseware packages are created in Microsoft Office and can be opened using any
version of Word and PowerPoint. (Most other word processing and presentation programs support
these formats, too.) This means that you can customize the content, add your logo, change the color
scheme, and easily print and e-mail training materials.

How Do I Customize My Course?


Customizing your course is easy. To edit text, just click and type as you would with any document. This is
particularly convenient if you want to add customized statistics for your region, special examples for
your participants industry, or additional information. You can, of course, also use all of your word
processors other features, including text formatting and editing tools (such as cutting and pasting).
To remove modules, simply select the text and press Delete on your keyboard. Then, navigate to the
Table of Contents, right-click, and click Update Field. You may see a dialog box; if so, click Update entire
table and press OK.

(You will also want to perform this step if you add modules or move them around.)
If you want to change the way text looks, you can format any piece of text any way you want. However,
to make it easy, we have used styles so that you can update all the text at once.
If you are using Word 97 to 2003, start by clicking the Format menu followed by Styles and Formatting.
In Word 2007 and 2010 under the Home tab, right-click on your chosen style and click Modify. That will
then produce the Modify Style options window where you can set your preferred style options.

For example, if we wanted to change our Heading 1 style, used for Module Titles, this is what we would
do:

Now, we can change our formatting and it will apply to all the headings in the document.
For more information on making Word work for you, please refer to Word 2007 or 2010 Essentials by
Corporate Training Materials.

Materials Required
All of our courses use flip chart paper and markers extensively. (If you prefer, you can use a whiteboard
or chalkboard instead.)
We recommend that each participant have a copy of the Training Manual, and that you review each
module before training to ensure you have any special materials required. Worksheets and handouts are
included within a separate activities folder and can be reproduced and used where indicated. If you
would like to save paper, these worksheets are easily transferrable to a flip chart paper format, instead
of having individual worksheets.

We recommend these additional materials for all workshops:

Laptop with projector, for PowerPoint slides

Quick Reference Sheets for students to take home

Timer or watch (separate from your laptop)

Masking tape

Blank paper

Maximizing Your Training Power


We have just one more thing for you before you get started. Our company is built for trainers, by
trainers, so we thought we would share some of our tips with you, to help you create an engaging,
unforgettable experience for your participants.

Make it customized. By tailoring each course to your participants, you will find that your results
will increase a thousand-fold.
o

Use examples, case studies, and stories that are relevant to the group.

Identify whether your participants are strangers or whether they work together. Tailor
your approach appropriately.

Different people learn in different ways, so use different types of activities to balance it
all out. (For example, some people learn by reading, while others learn by talking about
it, while still others need a hands-on approach. For more information, we suggest
Experiential Learning by David Kolb.)

Make it fun and interactive. Most people do not enjoy sitting and listening to someone else talk
for hours at a time. Make use of the tips in this book and your own experience to keep your
participants engaged. Mix up the activities to include individual work, small group work, large
group discussions, and mini-lectures.

Make it relevant. Participants are much more receptive to learning if they understand why they
are learning it and how they can apply it in their daily lives. Most importantly, they want to
know how it will benefit them and make their lives easier. Take every opportunity to tie what
you are teaching back to real life.

Keep an open mind. Many trainers find that they learn something each time they teach a
workshop. If you go into a training session with that attitude, you will find that there can be an
amazing two-way flow of information between the trainer and trainees. Enjoy it, learn from it,
and make the most of it in your workshops.

And now, time for the training!

Icebreakers
Each course is provided with a wide range of interactive Icebreakers. The trainer can utilize an
Icebreaker to help facilitate the beginning of the course, as it helps break the ice with the
participants. If the participants are new to each other, an icebreaker is a great way to introduce
everyone to each other. If the participants all know each other it can still help loosen up the
room and begin the training session on positive note. Below you will see one of the icebreakers
that can be utilized from the Icebreakers folder.

Icebreaker: Friends Indeed


Purpose
Have the participants moving around and help to make introductions to each other.
Materials Required

Name card for each person


Markers

Preparation
Have participants fill out their name card. Then, ask participants to stand in a circle, shoulder to
shoulder. They should place their name card at their feet. Then they can take a step back. You
as the facilitator should take the place in the center of the circle.
Activity
Explain that there is one less place than people in the group, as you are in the middle and will
be participating. You will call out a statement that applies to you, and anyone to whom that
statement applies must find another place in the circle.
Examples:

Friends who have cats at home


Friends who are wearing blue
Friends who dont like ice cream

The odd person out must stand in the center and make a statement.
The rules:

You cannot move immediately to your left or right, or back to your place.
Lets be adults: no kicking, punching, body-checking, etc.

Play a few rounds until everyone has had a chance to move around.

Training Manual Sample


On the following pages is a sample module from our Training Manual. Each of our courses
contains twelve modules with three to five lessons per module. It is in the same format and
contains the same material as the Instructor Guide, which is then shown after the Training
Manual sample, but does not contain the Lesson Plans box which assists the trainer during
facilitation.
The Training Manual can be easily updated, edited, or customized to add your business name
and company logo or that of your clients. It provides each participant with a copy of the
material where they can follow along with the instructor.

Experience is not what happens to


you its how you interpret what
happens to you.
Aldous Huxley
Sample Module: What is Emotional Intelligence?
Emotional Intelligence is a part of you that affects every aspect of your
life. Understanding the root causes of your emotions and how to use
them can help you to effectively identify who you are and how you
interact with others.
With Emotional Intelligence being a fairly new branch of psychology, its
definition can be found in various theories and models. We are
presenting a definition influenced and popularized by Daniel Golemans
1995 book Emotional Intelligence.

Self-Management
In order to effectively achieve your overall career objectives or the objectives
within a given task, you must use clearly defined methods to carry out those
activities. This includes the setting of goals, decision making, planning, and
scheduling. Once the tasks are completed, you must evaluate the success of these
methods.
The following is a list of five key points to remember to help you master the art of
self-management.

Be consistent. Part of managing oneself is the ability to be stable. The values you hold dear
should always be transparent. Always changing can not only cause others to question your
beliefs, but it can also cause you to become confused about what you truly believe.

Stick to the plan. If you are scheduled to complete a particular task, do it. Dont just do it, but
make sure it is done in a timely manner. It is easy to feel out of control when you disregard the
plan you are to follow.

Be accountable. There are times when things dont work out as you plan, but you have to be able
to admit that and then use your flexibility to get things back on track. The ideal result is that you
easily bounce back and complete the task, but even during those times when this is not the
case, you are expected to adjust.

Educate yourself. We live in an ever-changing world and you want to be able to keep up with it.
Dont let change pass you by, embrace it. Be an avid reader. Talk and listen to mentors and
peers. They may know something that could help you along your journey.

Stay physically fit. Many people dont think of staying fit when they talk about selfmanagement, but it is a very important part of being able to practice the four preceding points.
Exercising your body is just as crucial to self-management as exercising your mind. A body that is
not well rested, nutritionally fed, or physically exercised can lead to emotional and physical
illnesses.

Self-Awareness
Being aware of ones self is the ability to accurately perceive ones skills and
knowledge, value and responsibilities. It is being confident in what you have to
offer, whether it is personally or professionally.
Self-awareness is not only important for ones self-esteem, but it is also the first
step to the process of full acceptance or change. Without understanding why one
thinks the way he thinks or why he acts the way he acts, he may never fully appreciate himself or see
the importance of making changes to improve him, if necessary. Self-awareness gives power and a sense
of peace or happiness. This newly found strength will more than likely carry over into your work life,
how you perform your duties as well as how you interact with others.
The lack of self-awareness can cause you to not realize your worth in the company or even the quality of
the work you perform. This can have an even more dramatic effect when you hold a leadership position.
Not only will you have doubts about yourself, but the people you lead will also begin to question your
competence, which could ultimately lead to a lack of leadership effectiveness.

Self-Regulation
Self-Regulation is another term for self-control, which is defined as the ability to
control ones emotions, desires, and behaviors in order to reach a positive outcome.
Self-regulation is sometimes difficult because of the phenomenon that it is important
to express how you feel. While this may be partially true, the art to finding the
balance between expressing ones feelings and avoiding unnecessary tension is selfregulation.
Self-Regulation is a direct reflection of the type of pressure one is experiencing. There are three types of
pressure:
1. Good Pressure: This type of pressure is the result of an aggressive yet non-critical and nonharmful atmosphere. One aspires to be like the people around them. This motivation leads to
the acquisition of self-regulation.
2. Bad Pressure: Bad pressure is the when the atmosphere is critical and harmful. One has no
motivation and loses self-regulation.
3. No Pressure: When one is not experiencing any pressure, they tend to act based on emotion,
since there is no one to compare themselves to.

Self-Motivation
Andrew Carnegie said it best with his quote People who are unable to motivate
themselves must be content with mediocrity, no matter how impressive their other
talents. Self-motivation is an essential part of excelling at life. You must learn to
motivate yourself because you cannot depend on others to do it for you. You have
to know how to encourage yourself regardless of how bad the situation. There are
several keys to building self-motivation.

Work towards a cause.

Dont compare yourself to others.

Make the conscious effort to not give up.

Dont live in your past failures or successes.

Utilize positive thinking.

There are times when you may need motivation to get motivated. Positive thinking may not be doing
the trick. What should you do? Consider these suggestions:

Write down your plan for improvement.

Briefly think about your past successes.

Read books that promote self-motivation.

Empathy
Empathy is sharing in the feelings of others, whether joy or sadness is an admirable
trait. In order for empathy to work, a person must first be able to recognize, classify,
and understand their own feelings.
Empathy has been defined by others as:

Alvin Goldman: The ability to put oneself into the mental shoes of another person to
understand her emotions and feelings.

Martin Hoffman: An effective response more appropriate to another's situation than one's own

Carl Rogers: To perceive the internal frame of reference of another with accuracy and with the
emotional components and meanings which pertain thereto as if one were the person, but
without ever losing the "as if" condition. Thus, it means to sense the hurt or the pleasure of
another as he senses it and to perceive the causes thereof as he perceives them, but without
ever losing the recognition that it is as if I were hurt or pleased and so forth.

Empathy is most useful when the one empathizing has experienced a variety of feelings. For example,
the boss who was once passed over for a promotion generally finds it easier to identify with another
person who is passed over for a promotion. Not only is this comforting for the person who is going
through the situation, but its also good for empathizer because it strengthens their ability to positively
react to negative situations.
It is not as simple as it sounds. The ideal situation would be for a person to express their issues and you
empathize with them, but the fact is, people arent always as forthcoming with their problems, even
though it is obvious that there is something wrong. Since this is the case, you may be forced to ask
probing questions or read between the lines of what is said. You can also focus on non-verbal cues such
as body language.

Instructor Guide Sample


On the following pages is a sample module from our Instructor Guide. It provides the instructor
with a copy of the material and a Lesson Plans box. Each Instructor Guide and Training Manual
mirrors each other in terms of the content. They differ in that the Instructor Guide is
customized towards the trainer, and Training Manual is customized for the participant.
The key benefit for the trainer is the Lesson Plan box. It provides a standardized set of tools to
assist the instructor train that particular lesson. The Lesson Plan box gives an estimated time to
complete the lesson, any materials that are needed for the lesson, recommended activities, and
additional points to assist in delivering the lessons such as Stories to Share and Delivery Tips.

Experience is not what happens to


you its how you interpret what
happens to you.
Aldous Huxley
Sample Module: What is Emotional Intelligence?
Emotional Intelligence is a part of you that affects every aspect of your
life. Understanding the root causes of your emotions and how to use
them can help you to effectively identify who you are and how you
interact with others.

Self-Management
Estimated Time

20 minutes

Topic Objective

To define and give examples of the background skills of self-management


Self-Management Skills

Topic Summary

This exercise allows participants to understand the seven skills that are
crucial to successful self-management.

Materials Required

Worksheet One: Self-Management Skills

Planning Checklist

None
Initially, participants should work individually.

Recommended Activity

Instruct participants to read through the list of skills and write one or two
sentences defining each skill. They should then create a scenario when the
use of each skill is strongly needed.
Once all participants have had the opportunity to complete the assignment,
ask two or three volunteers to share their definitions and scenarios with the
large group.

Stories to Share

In 1990, the food chain, Taco Bell decided it wanted to open thousands of
new locations, but didnt have enough managers to oversee the new stores,
so they decided to train thousands of entry level workers on how to manage
themselves. This training allowed more tenured entry level employees within
each store to hire, train, and supervises new employees.

Delivery Tips

Defining the personal skills associated with self-management can be done as


a large group and then scenarios created in smaller groups of three or four.

Review Questions

How can the lack of self-management negatively impact ones personal and /
or work life?
Remind participants to consider adding an item to their action plan.

In order to effectively achieve your overall career objectives or the objectives within
a given task, you must use clearly defined methods to carry out those activities. This
includes the setting of goals, decision making, planning, and scheduling. Once the
tasks are completed, you must evaluate the success of these methods.
The following is a list of five key points to remember to help you master the art of
self-management.

Be consistent. Part of managing oneself is the ability to be stable. The values you hold dear
should always be transparent. Always changing can not only cause others to question your
beliefs, but it can also cause you to become confused about what you truly believe.

Stick to the plan. If you are scheduled to complete a particular task, do it. Dont just do it, but
make sure it is done in a timely manner. It is easy to feel out of control when you disregard the
plan you are to follow.

Be accountable. There are times when things dont work out as you plan, but you have to be able
to admit that and then use your flexibility to get things back on track. The ideal result is that you
easily bounce back and complete the task, but even during those times when this is not the
case, you are expected to adjust.

Educate yourself. We live in an ever-changing world and you want to be able to keep up with it.
Dont let change pass you by, embrace it. Be an avid reader. Talk and listen to mentors and
peers. They may know something that could help you along your journey.

Stay physically fit. Many people dont think of staying fit when they talk about selfmanagement, but it is a very important part of being able to practice the four preceding points.
Exercising your body is just as crucial to self-management as exercising your mind. A body that is
not well rested, nutritionally fed, or physically exercised can lead to emotional and physical
illnesses.

Self-Awareness
Estimated Time

10 minutes

Topic Objective

To uncover and understand your top five qualities and relate how they may
be valuable to the company you work for
How Aware are You?

Topic Summary

Read through the qualities listed on Worksheet Two: How Aware are You?
From that list, choose ten qualities that accurately describe you. From those
ten, select the top five characteristics that you exhibit the most.

Materials Required

Worksheet Two: How Aware are You?

Planning Checklist

None
Instructions:

Recommended Activity

Each participant should read through the qualities listed on


Worksheet Two and then circle the top ten that describe them.

From the ten circled characteristics, participants should put a star


beside the five characteristics that they exhibit the majority of the
time.

Divide the group into smaller groups of three or four and allow each
participant to share his / her results.

Playwright, August Wilson has a great understanding of self-awareness and


how to approach it. Share the following quote by the playwright with the
class:
Stories to Share

Confront the dark parts of yourself, and work to banish them with
illumination and forgiveness. Your willingness to wrestle with your demons
will cause your angels to sing. Use the pain as fuel, as a reminder of your
strength.

Delivery Tips

Instead dividing the group into several small groups to discuss results, this
can be done corporately.

Review Questions

Why is it important for you to understand your strongest characteristics?

Being aware of ones self is the ability to accurately perceive ones skills and
knowledge, value and responsibilities. It is being confident in what you have to offer,
whether it is personally or professionally.
Self-awareness is not only important for ones self-esteem, but it is also the first step
to the process of full acceptance or change. Without understanding why one thinks
the way he thinks or why he acts the way he acts, he may never fully appreciate himself or see the
importance of making changes to improve him, if necessary. Self-awareness gives power and a sense of
peace or happiness. This newly found strength will more than likely carry over into your work life, how
you perform your duties as well as how you interact with others.
The lack of self-awareness can cause you to not realize your worth in the company or even the quality of
the work you perform. This can have an even more dramatic effect when you hold a leadership position.
Not only will you have doubts about yourself, but the people you lead will also begin to question your
competence, which could ultimately lead to a lack of leadership effectiveness.

Self-Regulation
Estimated Time

15 minutes

Topic Objective

To determine the best way to respond to unfavorable situations


Express Yourself

Topic Summary

This exercise asks participants to respond to scenarios that could be viewed


as negative. The key to making this exercise successful is for participants to
respond with their first reaction. The other partner will then critique the
responses.

Materials Required

Worksheet Three: Express Yourself

Planning Checklist

None
Give participants the worksheet and allow them to work in groups of two.

Per the instructions on the worksheet, instruct participants to write


down their first response to each scenario.

Once each person has completed the task, allow them to share their
responses.

Recommended Activity

The loss of self-control can be a mental, emotional, or physical state. The


following is an example of how this lack of control between two members of
Congress caused them to set a poor example for the country they represent:
www.c-span.org
Stories to Share

Delivery Tips
Review Questions

On April 9, 1997, a dispute arose between Rep. David Obey (D-WI) and Rep.
Tom Delay (R-TX) over references to a newspaper article critical of Rep.
Delay. This led to some name-calling and shoving between them in the main
aisle of the House floor. A staff member intervened quickly to separate the
two.
None
What are some situations in which self-regulations are most important?
Are there instances where self-regulation is not a priority?

Self-Regulation is another term for self-control, which is defined as the ability to


control ones emotions, desires, and behaviors in order to reach a positive outcome.
Self-regulation is sometimes difficult because of the phenomenon that it is important
to express how you feel. While this may be partially true, the art to finding the
balance between expressing ones feelings and avoiding unnecessary tension is selfregulation.
Self-Regulation is a direct reflection of the type of pressure one is experiencing. There are three types of
pressure:
4. Good Pressure: This type of pressure is the result of an aggressive yet non-critical and nonharmful atmosphere. One aspires to be like the people around them. This motivation leads to
the acquisition of self-regulation.
5. Bad Pressure: Bad pressure is the when the atmosphere is critical and harmful. One has no
motivation and loses self-regulation.
6. No Pressure: When one is not experiencing any pressure, they tend to act based on emotion,
since there is no one to compare themselves to.

Self-Motivation
Andrew Carnegie said it best with his quote People who are unable to motivate
themselves must be content with mediocrity, no matter how impressive their other
talents. Self-motivation is an essential part of excelling at life. You must learn to
motivate yourself because you cannot depend on others to do it for you. You have
to know how to encourage yourself regardless of how bad the situation. There are
several keys to building self-motivation.

Work towards a cause.

Dont compare yourself to others.

Make the conscious effort to not give up.

Dont live in your past failures or successes.

Utilize positive thinking.

There are times when you may need motivation to get motivated. Positive thinking may not be doing
the trick. What should you do? Consider these suggestions:

Write down your plan for improvement.

Briefly think about your past successes.

Read books that promote self-motivation.

Empathy
Estimated Time

15 minutes

Topic Objective

To determine the empathetic responses to others situations


Empathy is Key

Topic Summary

This exercise asks participants to respond to the statements on the


worksheet in the most empathetic manner possible.

Materials Required

Worksheet Four: Empathy is Key

Planning Checklist

None
Give participants the worksheet and allow them to work in groups of two.

Per the instructions on the worksheet, instruct participants to select


the most empathetic response to each statement.

Once each person has completed the task, allow each time to share
responses with their partner.

Recommended Activity

Many times, empathy prompts people to action.

Stories to Share

Delivery Tips

Review Questions

In 1979, Pattie Moore, an icon in the design industry noticed that people did
not care about the fact that many household appliances were not developed
for the use of those who are very young, elderly or disabled. Because of this
she launched her own business that created a variety of items, including
things that were easy for the elderly to use.
Instead of allowing participants to work in groups of two, this exercise can be
completed out loud, corporately.
What effect does empathy generally have on the person being empathized?
What is the difference between empathy and sympathy?

Empathy is sharing in the feelings of others, whether joy or sadness is an admirable


trait. In order for empathy to work, a person must first be able to recognize, classify,
and understand their own feelings.
Empathy has been defined by others as:

Alvin Goldman: The ability to put oneself into the mental shoes of another person to
understand her emotions and feelings.

Martin Hoffman: An effective response more appropriate to another's situation than one's own

Carl Rogers: To perceive the internal frame of reference of another with accuracy and with the
emotional components and meanings which pertain thereto as if one were the person, but
without ever losing the "as if" condition. Thus, it means to sense the hurt or the pleasure of
another as he senses it and to perceive the causes thereof as he perceives them, but without
ever losing the recognition that it is as if I were hurt or pleased and so forth.

Empathy is most useful when the one empathizing has experienced a variety of feelings. For example,
the boss who was once passed over for a promotion generally finds it easier to identify with another
person who is passed over for a promotion. Not only is this comforting for the person who is going
through the situation, but its also good for empathizer because it strengthens their ability to positively
react to negative situations.
It is not as simple as it sounds. The ideal situation would be for a person to express their issues and you
empathize with them, but the fact is, people arent always as forthcoming with their problems, even
though it is obvious that there is something wrong. Since this is the case, you may be forced to ask
probing questions or read between the lines of what is said. You can also focus on non-verbal cues such
as body language.

Activities
During the facilitation of a lesson Worksheet or Handout may be utilized to help present the
material. If a lesson calls for a Worksheet or Handout it will be listed in the Lesson Plan box
under Materials Required. The trainer can then utilize the Activities folder for the
corresponding material and then provide it to the participants. They are all on separate Word
documents, and are easily edited and customized.
Below you will see the Worksheets or Handouts that are utilized during the training of the
above lesson. They are located in the Activities folder and can be easily printed and edited for
the participants.

Sample Worksheet: Self-Management Skills


The following personal skills are important to effective self-management. Read through each skill and
write a one to two sentence definition. Once you have defined each skill, create a scenario in which the
use of the skill would be important.
1. Reflection
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
2. Self-Awareness
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
3. Planning
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
4. Monitoring
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
5. Time Management
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
6. Flexibility
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
7. Self-Appraisal
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

Sample Worksheet: How Aware are You?


Read through the list of personal characteristics. Circle the ten that most describe you. Of those ten, put
a star beside the top five characteristics you exhibit the majority of the time.

Academic
Active
Accurate
Adventurous
Aggressive
Ambitious
Bold
Broad-minded
Calm
Clear-thinking
Competitive
Confident
Cooperative
Determined
Dependable
Efficient
Enthusiastic
Firm
Flexible

Honest
Independent
Logical
Meticulous
Organized
Practical
Quick
Rational
Resourceful
Responsible
Sensible
Stable
Tactful
Teachable
Trustworthy
Understanding

Sample Worksheet: Express Yourself


Read through the following scenarios. Write your first response to each. Do not over-analyze the
scenario or answer it with what sounds the best. Give your honest feedback.
1. You are the team lead for a project at work and your boss yells at you because it was not
completed by the required deadline. You:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
2. You find out that several of your co-workers are talking about you behind your back to the boss.
They are telling your boss that you are slacking on the job and that the quality of your work is
poor. You:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
3. One of the companys clients called and told your manager that you were very rude to him. You
know the client spoke to a co-worker who sits next to you, not you. You:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

Sample Worksheet: Empathy is Key


Read through the following statements and circle the most empathetic response.
1. I cant believe Mr. Smith is making me work third shift. He knows I have children.
A. Mr. Smith is running a business and we have to do what we have to do.
B. I can understand why you would be upset. Have you tried asking him if he could switch you
to an earlier shift?
C. I would be happy if I got third shift since there is a pay differential.
2. I have too much work on my plate.
A. Im sorry you feel overwhelmed by the amount of work you have. Is there any way I can
help?
B. Thats good since so many people are unemployed right now.
C. Complete the projects you can and discard the rest.
3. I am so upset. I thought I was going to get the job promotion.
A. The better candidate got the job.
B. Start spreading rumors about the work performance of the one who got it, and then maybe
they will give it to you.
C. I know you are disappointed about not getting the job, but dont give up. There will be a
posting of a similar position next week, apply for it.
4. The regional meeting ran over time, now I will be late for my team meeting.
A. At least we had time to discuss all of our quarterly goals in the regional meeting.
B. I apologize for you being tardy. Is it possible for John to share with you his notes from the
first ten minutes of the meeting?
C. The regional manager is only in town once a quarter, we needed to accommodate her.
5. I am unable to meet my quota this month.
A. Maybe we should promote Sarah to your position.
B. Is that because you were wasting time?
C. Lets talk about why you were unable to meet your quota. What can we do to ensure this
does not happen next month?

Quick Reference Sheets


Below is an example of our Quick reference Sheets. They are used to provide the participants
with a quick way to reference the material after the course has been completed. They can be
customized by the trainer to provide the material deemed the most important. They are a way
the participants can look back and reference the material at a later date.
They are also very useful as a take-away from the workshop when branded. When a participant
leaves with a Quick Reference Sheet it provides a great way to promote future business.

Emotional Intelligence
Benefits of Emotional
Intelligence

Decision-making.
Having an
awareness of your
emotions, where
they come from and
what they mean, can allow you to
take a more rational, well-planned
approach to how you are going to
make a specific decision.
Relationships. When one is able to
understand why they are the way
they are and why they react to things
the way they do, they tend to gain
more of an appreciation for others
and who they are, which can in turn
lead to stronger relationships,
business and personal.
Health. Many times, internal turmoil
expresses itself as physical illnesses.
Always harboring negative emotions
can lead to higher stress levels in the
body, which can temporarily or fatally
damage it.

Giving in Without Giving Up


Compromise is an unavoidable part of dealing
with others in both the business world and in
personal relationships. The ideal situation
would be that everyone agrees with
everything you say, but that is highly unlikely.
Unless you live in a society that does not value diplomacy, this is
a skill that will present plenty of opportunities for you to master
it.
This can be even more of an issue when you are in a position of
less influence. You may be expected to compromise at a greater
level or even expected to follow the lead of your superiors,
without regard to your own feelings or opinions. In either case,
learning how to have your beliefs, while accepting the ideas of
others and not causing tension in the relationship is crucial to
your success in the work place.

The Balance between Optimism and Pessimism


Extremism may not be a desirable trait in a person. This is also true when it comes to
optimism and pessimism. Being optimistic about every situation could potentially lead a
person away from reality and taking the proper steps to resolve a situation. It could also give
someone a false hope, which would ultimately lead to disappointment which could in turn
cause the person to abandon all optimism.

Corporate Training Materials

www.corporatetrainingmaterials.com

Certificate of Completion
Every course comes with a Certificate of Completion where the participants can be recognized
for completing the course. It provides a record of their attendance and to be recognized for
their participation in the workshop.

CERTIFICATE OF COMPLETION
[Name]
Has mastered the course
Emotional Intelligence
Awarded this _______ day of __________, 20___

Presenter Name and Title

PowerPoint Sample
Below you will find the PowerPoint sample. The slides are based on and created from the
Training Manual. PowerPoint slides are a great tool to use during the facilitation of the
material; they help to focus on the important points of information presented during the
training.

Full Course Table of Contents


Preface ..............................................................................................................................................4
What is Courseware? ................................................................................................................................ 4
How Do I Customize My Course? .............................................................................................................. 4
Materials Required ................................................................................................................................... 6
Maximizing Your Training Power.............................................................................................................. 6
Module One: Getting Started .............................................................................................................8
Housekeeping Items.................................................................................................................................. 8
The Parking Lot ......................................................................................................................................... 9
Workshop Objectives ................................................................................................................................ 9
Pre-Assignment Review .......................................................................................................................... 10
Action Plans and Evaluation Forms ........................................................................................................ 10
Module Two: What is Emotional Intelligence? .................................................................................. 12
Self-Management ................................................................................................................................... 12
Self-Awareness........................................................................................................................................ 14
Self-Regulation........................................................................................................................................ 15
Self-Motivation ....................................................................................................................................... 17
Empathy .................................................................................................................................................. 17
Module Three: Skills in Emotional Intelligence .................................................................................. 20
How to Accurately Perceive Emotions .................................................................................................... 20
Use Emotions to Facilitate Thinking ....................................................................................................... 21
Manage Emotions................................................................................................................................... 23
Module Four: Verbal Communication Skills....................................................................................... 25
Focused Listening .................................................................................................................................... 25
Asking Questions .................................................................................................................................... 26
Communicating with Flexibility and Authenticity ................................................................................... 27

Module Five: Non-Verbal Communication Skills ................................................................................ 28


Body Language ....................................................................................................................................... 28
Its Not What You Say, Its How You Say It ............................................................................................. 29
Module Six: Social Management and Responsibility .......................................................................... 30
Benefits of Emotional Intelligence .......................................................................................................... 30
Articulate your Emotions Using Language ............................................................................................. 31
Module Seven: Tools to Regulate Your Emotions .............................................................................. 33
Seeing the Other Side.............................................................................................................................. 33
Self-Management and Self-Awareness................................................................................................... 34
Giving in Without Giving Up ................................................................................................................... 34
Module Eight: Gaining Control.......................................................................................................... 36
Using Coping Thoughts ........................................................................................................................... 36
Using Relaxation Techniques .................................................................................................................. 37
Bringing it All Together ........................................................................................................................... 39
Module Nine: Business Practices (I) .................................................................................................. 40
Understand Emotions and How to Manage Them in the Workplace ..................................................... 40
Role of Emotional Intelligence at Work .................................................................................................. 41
Disagreeing Constructively ..................................................................................................................... 41
Module Ten: Business Practices (II) ................................................................................................... 43
Optimism ................................................................................................................................................ 43
Pessimism ............................................................................................................................................... 44
The Balance between Optimism and Pessimism .................................................................................... 45
Module Eleven: Making an Impact.................................................................................................... 46
Creating a Powerful First Impression ...................................................................................................... 46
Assessing a Situation .............................................................................................................................. 47
Being Zealous without Being Offensive .................................................................................................. 47

Module Twelve: Wrapping Up .......................................................................................................... 48


Words from the Wise .............................................................................................................................. 48
Review of Parking Lot ............................................................................................................................. 48
Lessons Learned ...................................................................................................................................... 48
Completion of Action Plans and Evaluations .......................................................................................... 49