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Building Resilience through Emotional Intelligence

Dates:  20 August 2019
Venue: Securities Commission Malaysia
Accreditation: SIDC 10 CPE Approved


Our ability to deal with our emotions effectively at the work place is critical to our success. As the pace of the world increases and our environment makes more and more demands on our cognitive, emotional and physical resources, emotional intelligence has become increasingly valuable as a skill set. Emotional Intelligence strategies combined with native intelligence increases our ability to successfully manage the constant challenges from customers and our business associates.
 

  • Programme Delivery

    Programme Objective

    This programme will enhance participants’ emotional intelligence in responding to ever-changing business challenges to achieve the intended outcomes.

    Learning Outcomes

    Upon completion of this programme, participants will be able to:
    • motivate self when dealing with resistance and negativity
    • develop a model to guide responses in difficult and challenging situations
    • utilise communication skills for constructive feedback and conflict management
    • respond to challenges by remaining optimistic on achieving the intended outcome

    Target Audience

    • Dealers’ representatives, representatives dealing in derivatives, fund managers, compliance officers, all staff.
    • Stockbroking firms, fund management companies, investment and commercial banks, public listed and private companies 

    Competencies
    • Behavioural (Self-Management) – BSM06 Resilience (Level 3), BSM03 Adaptability (Level 3)
  • Programme Outline

     
    8.30 am Registration
    9.00 am The Fundamentals of Emotional Intelligence
    • Self-Awareness
    • Self-Management
    • Self-Regulation
    • Self-Motivation
    • Empathy
     
    10.30 am Coffee Break
    10.15am The 4 Competencies in Emotional Intelligence
    • Perception versus reality
    • Recognizing the ego
    • Emotions and thoughts
    • The head and heart connection
    • Understand emotional meanings
    • Cognitive processes and self- direction
     
    1.00 pm Lunch Break
    2.00 pm Crucial Conversation Skills   
    • It is not what you say but how you say it- In the pool of shared meaning
    • See it from the other person’s perspective
    • Sandwich method feedback arcs
    • Self-management, self-awareness and emotional intelligence
    • How to stay focused on what you want
    • Giving in without giving up
     
    3.30 pm Coffee Break
    3.45 pm Creating Emotional Safety
    • Speak persuasively, not abrasively
    • Creating emotional safety through empathy
    • Staying in dialogue when you are angry, scared or hurt
    • How to notice when safety is at risk
    • How to listen when others blow up or clam up
    • Agree to disagree constructively
    • Courage, clarity and congruence
     
    5.00 pm End of Programme
     
     
     
  • Programme Fees

    Normal Price
    RM 950