In this session, you will learn about the five types of reactions and internal narratives that may occur when you are presented with a perceived difficult social situation. Perhaps something bothered you – how it was said, in the context something was said, or how you reacted to that situation. In this session, you will learn of the intersection of Emotional Intelligence (EI) and customer service. EI is also referred to as “soft skills” however this training will take you beyond the traditional understanding of soft skills and will help you turn the attention inward. Self-awareness is a leadership skill that is often neglected in the conversations of soft skills needed to function in the workplace. Self- awareness is a necessary skill to better understand and master your own behaviors and better explain and manage other people’s behaviors. The re-framing of behaviors occurs with the leader is not only aware of his/her own behaviors but also accepts the impact that those behaviors have on others. In this training you will learn about how better communication can affect the quality of customer service offered to your internal and external stakeholders and support your return on investment, aka – securing working relationships with others.

Region One ESC Staff

Professional Development - ESC Internal
Special Education

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