Managing Emotions in Difficult Situations
The ability to manage emotions in difficult situations is crucial to maintaining team stability and productivity. As such, it is essential to promote emotional intelligence, ensuring a more stable environment conducive to productivity, with challenges being seen as opportunities for growth and learning. According to Peter Drucker, a renowned management consultant, “people are hired for their technical skills, but they are fired for their behaviour”.
OBJECTIVES
- Identify the importance of emotions for effective interpersonal relationships, distinguishing between their knowledge and management in intra- and interpersonal contexts.
- Increase your “emotional literacy”, i.e. your ability to know, recognise and better deal with your emotions.
- Find concrete ways to promote your “emotional self-awareness” and strengthen your personal balance.
- Develop self-regulation and control of emotions, so that they can facilitate rather than hinder interaction and performance.
- Recognising “pirate emotions” and maintaining self-control in situations of tension and conflict.
- Knowing how to listen to others and generate productive relationships, capitalising on the productive potential of differences.
- Knowing how to deal with difficult people, improving co-operation and synergy.
PROGRAMME CONTENTS
Module 1 | The biological basis of emotion
- Concept of emotion.
- Types of emotions: primary and secondary emotions and positive and negative emotions.
- Understand how feelings influence behaviour and attitudes.
- Emotion vs. Reason.
- Brain function.
- The role and importance of emotions in the processes of “mental construction of reality”.
Module 2 | Emotional intelligence
- Definition of emotional intelligence.
- The components of emotional intelligence: Self-awareness, Self-control, Self-motivation, Empathy and Social skills.
- I.Q. Vs. E.Q.
- The importance of Emotional Intelligence in organisations.
- Characteristics of the emotionally intelligent individual.
- Self-analysis - Am I emotionally intelligent?
Module 3 | Developing the key competences for being emotionally effective
- Promoting the ability to recognise and understand the emotions of others.
- Apply key principles to build trust and empathy.
- Realising the needs of others by correctly reading their emotional cues.
- Develop an awareness of their values and objectives and promote self-motivation strategies.
- Identify and control your “red buttons”.
- Being positive in the face of adversity.
Module 4 | Having Difficult Conversations
- Principles, Attitudes and Facilitating Behaviours in Interpersonal Relationships.
- The impact of communication on relationships.
- Factors that impact verbal and non-verbal communication.
- Strategies and techniques for effective communication: Active listening; Questioning; Reformulation and Clarification.
- How do we prepare for a difficult conversation?.
- What people's motivations are in a difficult conversation.
- How to start a difficult conversation.
- Identify the cause of the problem.
- How to deal with unacceptable behaviour.
- Use of assertiveness development techniques.
- How to disagree without clashing.
- Dealing with emotions in a difficult conversation.
- Avoid common mistakes.
- Achieving co-operation and compromise.
Module 5| Action Plan - Talking to a Difficult Person
DURATION
14 Hours
The duration of the training is tailor-made according to the client's needs.
KEY SUCCESS FACTORS
- Oporto Forte Group's vast experience and excellence
- Renowned professionals with high qualifications and experience
- Innovative teaching methods
- Practical component and applicability, ensuring that participants can apply the knowledge acquired in their professional scenario
FAQs
Check out the answers to the most frequently asked questions in our Frequently Asked Questions (FAQs) section,
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