E-learning course – Practical exercises in emotional management (duration: 1.5 hours)
Human Resources & Talent – Target audience: customer service teams & managers
Gain professional impact by better controlling your emotions.
Whether dealing with a disgruntled customer or during tense internal discussions, your ability to regulate your emotions makes all the difference. This course guides you step by step to understand, harness, and mobilize your emotional resources in demanding contexts.
An immersive course designed for operational action:
- Module 1 – Why manage your emotions? An essential awareness. Discover the direct impact of emotions on your reactions, your communication, and your results. This first module offers you a decoding of the emotional issues in any high-pressure situation, particularly with customers.
- Module 2 – The fundamentals of emotional intelligence The keys to understanding before acting. Integrate the main points of reference: differentiation between emotions and behaviors, mechanisms of the amygdala, role of empathy, identification of primary and secondary emotions.
- Module 3 – Good practices for regulating your emotions Concrete techniques to implement. Grounded breathing, calming reformulation, emotional verbalization, express centering techniques: learn to react effectively, even in high-stress situations.
- Module 4 – Adapting your emotional management according to the context A sensitive approach to various environments. Manager, call center agent, returns service, digital or in-person: adapt your emotional attitudes according to the constraints of the moment and the type of customer.
- Module 5 – Training simulator Experience a realistic situation independently. Play the role of an employee faced with a complex complaint situation. Make choices, test your emotional reactions, and observe the consequences of your decisions.
- Module 6 – Mega Validation Quiz Consolidate your knowledge and assess your progress. 25 interactive questions to validate your emotional skills and anchor best practices.
For whom?
- Are you a manager or employee involved in customer interaction? This training is for you.
- If you feel frustrated, out of control, or emotionally overwhelmed, this course offers you the benchmarks and tools to regain serenity.
At the end of this course, you will be able to:
- Read your own emotional signals
- Stay calm in tense situations
- Use proven techniques to stay centered
- Adapt your emotional posture to different people
- Practice your skills in a simulated environment
A short, practical, and engaging training course to transform your tensions into constructive interactions.
