NQF: LEVEL 5

4 CREDITS

Unit Standards I.D :252031-E

SAQA I.D 59201 LP 60269

Accreditation no :12396

FEE:
R4 999

Date :3-4 September 2020

Venue: Zoom online 100% Online Interactive
This online training course will utilize a variety of proven online learning techniques to ensure maximum understanding,
comprehension, retention of the information presented. The training course is conducted online using zoom and has
three sessions starting from 0900 and end 1500.
The Definitive EQ Master Class

Including Bonus Interactive Mini-workshops on: Problem solving, Stress Management and Conflict Resolution
Do what you Love, Love what you do...

INTRODUCTION
Learn how to apply proven, practical ideas and tools from the emerging science of Emotional Intelligence (EQ) to improve personal and or-
ganisational performance. Acquiring fundamental emotional intelligence techniques in dealing with stress and conflict is essential in becom-
ing a leader of people, and not just a manager. Learn how to recognise stress and resolve conflicts and apply one-on-one discussion steps to
prevent yourself and fellow employees from leaving or becoming ineffective.
The following vital techniques will be pinpointed and elaborated on include:
• Learning to identify and isolate the facts in an emotionally charged situation
• Enhancing your leadership and management ability through effective E.Q
• Managing conflict in a diverse environment and using it to build formidable teams
• Generating support and co-operation from your peers, subordinates and superiors by utilising Emotional Intelligence
• Strengthening customer relationships by improving your staff’s negotiation skills
• Identifying skills of active and perceptive listening to encourage honest communication between yourself, staff and customers
• Distancing yourself from emotion to maintain control in argumentative and stressful discussions

You should consider undertaking an Emotional Intelligence Programme if you want to develop:
• More cohesion, collaborative teams
• Higher level of trust and mutual support
• Greater problem solving capacity
• Better quality commitment and standards
• More reliance and optimism More focused, conflict free and motivated teams
• Smoother transition to more new roles
• Greater influencing capacity

WHO SHOULD ATTEND?

• Leaders that want to improve their interaction with their teams
• Industrial/Employee Relations practitioners
• All staff that have to deal with customers and/or Colleagues on an on-going basis
• New Managers who wish to better prepare themselves for their new position
• HR personnel and executives in handling conflict and employee communication at the workplace
• Heads of department
• All Administrative personnel, PAs and Secretaries
 The Definitive EQ Master Class

Practical session
Identify your style for handling conflict by participating in a self-assessment exercise and gain insight from pinpointed feedback

Conflict Resolution
(i)Boosting company morale and productivity by improving Your communication skills for effective individual and team Conflict resolution
(ii)Resolving conflict respectfully and assertively by learning how to become an effective communicator who is able to precisely convey what one
means while keeping employees motivated at the same time
(iii) Diffusing the situation quickly and sensitively by communicating in an empathic manner and demonstrating a consideration for all viewpoints
(iv)Eliminating any misunderstandings and confusion that may exist between your employees as a result of conflict by learning how to communicate
in a clear, specific and sincere way

Practical session
(i)Become a master at identifying the appropriate use of a variety of interactive skills useful for the resolution of conflict
(ii)Diffusing conflict quickly and effectively by using your investigative and probing skills to get to the bottom of the matter
(iii)Uncovering the underlying issues and causes to enable you to resolve conflict quickly by exercising your investigative, analytical and
(iv)probing skills and learning how to find the answers you need
(v)Tracing the real problem issues by using strategic questioning techniques which help employees express exactly what the problems are
(vi)Gaining a deeper understanding of the actual problem by learning how to interpret body language to give you insight into the unspoken issues
(vii) Turning a negative conflict situation around by enhancing your negotiation skills
(viii)Devising creative solutions that satisfy all the key players by being assertive and empathic at the same time
(iX) Establishing solutions quickly by learning how you can effectively persuade employees to seek an understanding of each others’ points of view
and the benefits thereof
(X)Reaching solutions that will benefit both parties and the company overall by remaining impartial and being diplomatic in terms of giving each
party a hearing and talking honestly about the issues

Developing Emotionally Intelligent Teams

Providing a blueprint of emotionally intelligent team
Working skills to accelerate the achievement of teamwork
 YOUR TWO DAY COURSE OUTLINE
Attend the best available course that makes good employees better and
become management material

Introduction
• Understand what emotional intelligence is and its history and background
• Understand the EQ model and know when to choose to operate on a cognitive level and when to operate on an affection level.
• Realise that whatever level you choose to operate on, it will affect your actions
• Identify the 10 habits that make people emotionally intelligent
• Understand Goleman’s five competencies of emotional intelligence
• Understand what spiritual intelligence is and how it forms the basis of EQ and IQ

Understand your own level of emotional intelligence

• Establish your own emotional intelligence level – undergo an emotional intelligence test
• Discover who you really are – identify the significant others in your life, your values, your roles and your achievements and dreams to increase your level of
self awareness
• Grow yourself awareness using Johari’s window to help you to reduce your blind self and increase your public self.
• Transparency increases self esteem and enables you to relate more effectively with others
• Identify your level of emotional awareness and learn ways of expanding it to increase your emotional intelligence
• Undergo a social style diagnostic to help you identify what your dominant and secondary social styles are and how these
• Styles affect the manner in which you react to certain situations and people
• Identify the social styles of the people you interact with, in order to meet their needs and be more tolerant of their
• weaknesses

Increase your emotional intelligence & use it to be successful

• Look at ways of achieving a balanced lifestyle to reduce your stress levels so that you are better placed to handle difficult people and difficult circumstances
• Learn techniques for enhancing your self esteem, so that you become less defensive and more resolution oriented. High self esteem reduces the tendency
to take things personally and encourages you to focus on win win outcomes
• Learn how to exercise self regulation to help you handle and manage your emotions for good relationship building.
• Learn techniques for improving your social competence, i.e. improving your empathy, your communication ability and interaction with others

Activities: Using role-plays, drawing, case studies, diagnostics and discussion to explore personal problems that
individual learners have and to equip them with techniques to help them become emotionally intelligent.

Managing Stress and Coping under Pressure:

A practical workshop
Defining and analysing the activators of stress

• What is stress, and what can cause it?

• Analyze the 4 character types and how stress affects different people differently
• Fundamental errors

Scrutinising the varieties of stress types CONTACT US FOR

• Environmental stressors
• Job stressors
A GROUP DISCOUNT
• Situational Stress – too many balls in the air at once TO REGISTER
• Encounter Stress – Hell is other people CALL +27 11 021 1788
• Anticipatory Stress – worst case scenarios and worry
• Time Stress – Poor time management techniques admin@alamotraining.co.za
• Chemical and nutritional stresses www.alamotraining.co.za
• Lifestyle
• Fatigue and Overwork
Identifying your critical stress signals
• How to recognize that you are under stress
• Short Term Physical Symptoms
• Short Term Performance Effects
• Long Term Physical Symptoms
• Internal Symptoms of Long Term Stress
• Behavioural Symptoms of Long Term Stress
• Handling Depression

Using essential coping mechanisms

The 4 character types – how to counter your natural stresses

Dispelling the 5 beliefs

• Using essential coping mechanisms
• The 4 character types – how to counter your natural stresses
• Dispelling the 5 beliefs

Evaluating scenarios where stress is most prevalent in your business environment

• Assertive techniques
• Dealing with difficult people
• Negotiation skills for less stress

Distinguishing between situational and time stress

• Best practices
• Avoiding urgent tasks and doing important tasks
• Prioritization

Learning to say “no”

Tools for dealing with anticipatory stress
• Examining the Circles of Influence, Concern and
• Interest model in Anticipatory stress
• Techniques for focus and ignoring worry
• Practical methods for avoiding worrying about worry

Examining the link between stress and leadership - characteristics of principle-centered leaders
 Continually developing
 Service Oriented
 Believe in developing others
 Golden Mean - Socrates
 They are pioneers, adventurers
 Look to synergy
 Reinvent themselves

Creating a win-win situation for both you and your employees by learning how to become an active listener through the use
of comprehensive listening skills
Learning how to best resolve conflict and find solutions by using your active listening skills to enable you to see another per-
son’s point of view
Remaining unbiased and preventing preconceived notions from clouding your perceptions in order to devise the best solu-
tions for resolving conflict
Arriving at creative solutions for resolving conflict by
Practical session
Assess your ability to listen actively by participating in a ‘comprehensive listening’ exercise
Resolving conflict effectively by exercising self-control in
terms of remaining rational and depersonalising the situation
Generating solutions quickly by understanding how to remain objective and focused on the issue at hand
Preventing the situation from becoming emotional by manifesting assertive rather than aggressive behaviour
Achieving a positive outcome by learning how to keep your emotions at bay and not take things personally so that it affects
your ability to see potential solutions
Calming employees before resolving the situation by using pacifying skills to prevent the parties from ending up in

Practical session
Take your conflict resolution skills to new heights by learning
and practising a powerful technique called ‘The Left Hand Column’ (LHC)
• Keeping employees motivated through consensus building which enables both parties to find common ground
• Satisfying both you and your employees by achieving clear outcomes and solutions that take into account your perceptions
and motives for wanting to resolve the conflict
• Overcoming the challenge of keeping both parties happy when reaching an agreement by trying to find compromises and
synergies that consider the perspectives of all stakeholders

Managing potential conflict in a diverse workforce by understanding the role that cultural diversity plays
• Preventing possible conflict due to differences in cultural backgrounds by changing existing perceptions and showing staff
how diversity can enhance the business
• Managing conflict between people from different cultural backgrounds effectively by learning how to be sensitive to differ-
ences in culture
• Demonstrating how one’s background allows one to view things differently in helping you resolve conflict between staff
members from different cultural groups
• Preventing conflict from re-occurring by resolving the actual root cause and initiating proactive conflict detection strategies
• Saving yourself from having to repeatedly deal with the same conflict by creating conflict prevention strategies that take
into account the root causes and underlying issues
• Detecting the signs and foreseeing conflict by identifying the common elements from past experiences
• Increasing the levels of trust and productivity which help to prevent conflict through the adoption of a transparent, open
and synergistic approach
 Emotional Intelligence

FEE:R4 999
Venue: Zoom online 100% Online Interactive
Date:3-4 September 2020

Tel: +27 11 021 1788 / Cell: +27 73 160 9768 / Email: admin@alamotraining.co.za / Web:www.alamotraining.co.za
The above registration fee includes all training Material, Tea, Lunch and Parking

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