EQ in Service Quality for Executive and Administrative Staff (EAS)

Having a high IQ alone may not necessarily equate to high levels of success. In providing quality service, you need to understand the emotions of your customers/stakeholders. This workshop aims to advance the professional development of EAS by integrating Emotional Intelligence (EQ) skills to enhance their service excellence.

Workshop Objectives:

• What is EQ?
• Why EQ is so vital in customer service?
• Intra-Personal Competence:
  - Develop self-awareness and self-management to enhance individual effectiveness in delivering quality service.
• Inter-Personal Competence:
  - Hone the skills of empathetic listening to ensure customers feel valued and understood.
  - Strengthen communication skills to foster improved relationships with customers
  - Manage customer expectations with care when faced with uncooperative or unproductive behaviors from customers.
• Identify your current strengths and areas for development based on the DISC Flow Core Report and relate the findings to your context to enhance your effectiveness in service delivery.
• Develop a personal action plan to enhance your impact and presence.

Pre-Workshop Preparation:‍

As part of the pre-programme preparation work, you will be required to complete a DISC Flow profiling tool prior to attending the programme. This profiling will provide personalized insights into individual behavioral styles and emotional intelligence, laying the foundation for targeted learning during the workshop.

Post-Workshop Follow-up:

There will be an individual debrief session for your DISC Flow Core Report after the workshop.

Watch this short video on “Introducing the DISC Flow Core Report”: https://www.youtube.com/watch?v=PxLSsiLypP0

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