EMOTIONAL INTELLIGENCE – TGC LEADERSHIP MANAGEMENT TEAM

Date: 20 – 21 August 2019

Venue: Berjaya Times Square Hotel KL

How EI can help employees in hospitality industry?

Undeniably the key success factor in hospitality industry is about building relationships with customers, about strengthening the emotional relationships. Research shows that 70% of guest’s experience is related to emotions, about how they feel. Hence many would agree that building an emotionally-intelligent culture is the game changer especially for the hospitality industry.

How do you make your organisational culture founded on emotional intelligence and how do you help the leaders to be emotionally intelligent so that they can in turn live the emotions and translate into actions seen and felt by your guests.

Front line managers and employees are first touch points for customers, hence the most important factor for the success of hospitality industry (or any other service industry) is employee-customer interface.

It is inevitable that employees suffer from extremely high level of stress and emotional disturbance, which has a direct or indirect impact on their performance.

This program addresses the practical skills of understanding self-and other’s emotions, managing it and using emotions appropriately to make decisions and to achieve desirable outcomes. Research shows that high EI employees deliver higher productivity and performance.

Learning Objectives

Upon completion of this program, participants will be able to:

  1. Illustrate the science of emotions
  2. Create emotionally intelligent team culture
  3. Integrate empathetic leadership skills for a positive workplace
  4. Apply authenticity for a more trusting workplace
  5. Integrate emotion considerations for better decision making
  6. Demonstrate better self-management and resilience
  7. Create empowered and positive workplace
  8. Create self development plan and accountabilities towards an emotionally-intelligent workplace
 

Trainer

MS. PEIYIN

Course Outline

MODULE 1

UNDERSTAND EMOTIONS

  • Generation of Emotions
  • Basic of brain science
  • Business case of high performing workplace
  • Acknowledge own emotions

MODULE 2

THE SELF-AWARE LEADER

  • Impact of emotions on decision making, behaviour and performance
  • Impact of own behaviors on team performance
  • Self Development goal and own/ team ideal profile(root to shaping team culture)

MODULE 3

THE EMPATHETIC LEADER

  • Building a positive workplace
  • Empathy
  • Understand preferences and differences
  • Embrace inclusion in managing team
  • Shaping team culture

MODULE 4

THE AUTHENTIC LEADER

  • Be skillful in expressing thoughts and enhance ability on authentic conversations(especially a difficult conversation)
  • Explore the benefits and costs of being guarded or blunt with one thoughts, feelings and opinions
  • Evaluate the power of vulnerability and healthy confrontation/feedback

MODULE 5

THE EXPANSIVE LEADER

  • Integrating emotion considerations in thought process for decision making
  • Enhance resourcefulness

MODULE 6

THE RESILIENT LEADER

  • Explore proactive emotional management techniques (Cognitive, Relational, Physiological and
  • Environmental) and identify ones they can use to build their personal resilience
  • Enhance resilience techniques

MODULE 7

THE EMPOWERING LEADER

  • Empowerment and delegation
  • Positive influence on others
  • Inspiring performance through coaching

MODULE 8

SELF-REFLECTION

  • Develop continuous development plan and ignite learning paths within own teams

 

Who Should Attend

The program is specially designed for individuals who are in a supervisory position and above

Time

Registration starts at 8.30 am on the first day. Classes start at 9 am end 5 pm. Breaks will be served at appropriate times.

Deposit & Payment

In order to secure the said training on a define basis, kindly effect 50% Deposit on the total costs for the training requirements upon confirmation. This deposit is non-refundable. Balance 50% of the total costs is require seven (7) days prior to the training.

Cancellation & Transfer

Please note that should this registration is cancelled fourteen (14) days before the day of the training, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training, full payment of the training will be levied. Please note that amendments can only be made to above arrangement by giving a minimum of three (3) working days’ notice.

Disclaimer – MAHTEC reserves the right to make changes to the venue, date, speaker including cancellation or postponement of the workshop if number of participants less than 10 or warranted by circumstances beyond its control.