Upgrade your emotional intelligence – Level 2

The Level 2 training will cover the following key areas for development:

- Understanding emotions (emotion types, how to identify them in other people, what they mean and what needs they refer to)

- Empathy, understanding your partner’s emotions and consequently better understanding their current state and reasons of behavior

- Adaptiveness, ability to adapt your behavior in view of your own and other people’s emotions

- Ability to deal with “emotional resistance” when the other person is not doing what you would expect, due to emotional reasons (feeling angry, hurt, irritated, upset, etc.)

Through exercises and games, you will explore and develop such skills as:

- Ability to read facial expressions

- Ability to ask careful questions and listen with all your heart

- Ability to accept criticism/feedback

- Ability to inspire, calm down, shift attention, encourage, tune to constructive conversation

- Ability to react to accusation, anger, pressure, manifestations of fear/anxiety

- Ability to carry positive emotional charge in communications

- End conversation on a positive note

- Encourage faith in success

- Build trust in you and your words

• Teach trainees to better understand states and emotions of other people and adjust their behavior accordingly.
• Develop the ability to deal with people whose emotional states may prevent constructive communication (due to their being angry, skeptical, upset, careless, etc.)
• Help trainees successfully influence their colleagues’ emotional state, encouraging optimism, inspiration, faith in success, as well as persistence, creativity, and interest.

Training Modules:

Module 1. Other people’s emotions. Learn to identify and analyze what is happening with other people. How to anticipate what a person will do in view of their emotional state? Cases and practice.

Module 2. Emotions and state of other people in work context. In what context, how and why people feel fear and anxiety, anger and irritation, sadness and apathy, joy and inspiration, interest and acceptance. Practice and experience analysis.

Module 3. Learn how to adjust your behavior to your partner’s emotional state (being anxious, skeptical, irritated, etc.). How to manage your reactions, perception, and which techniques of active listening, questions and arguments are suitable in each specific case?

Module 4. Emotions in specific work situations (meeting, 1-to-1, client call, giving feedback to an employee or counter arguments to line manager). Learn how to manage the efficiency of business communications in view of your partners’ emotional state.

Module 5. Solving cases from Luxoft practice; planning specific actions for applying the acquired knowledge in practice