Emotional Intelligence for Interpersonal Excellence (Live Online)

Navigate the “Primitive Brain Hijack” to Build Trust and Rapport

In all instances, the ability to navigate complex human dynamics is as critical as technical expertise. Emotional Intelligence for Interpersonal Excellence is designed to transform the way you interact with everyone around you—from demanding customer encounters to daily collaborations with colleagues. By mastering emotional intelligence, you will move beyond impulsive reactions and develop the “command center” mindset necessary to lead with composure. This course provides the tools to bridge the gap between feeling an emotion and choosing a professional response, ensuring you remain the most effective person in the room, even when tensions run high.

Throughout this session, we explore the mechanics of the brain to understand why we feel “hijacked” during conflictand, more importantly, how to take back control. You will learn to identify your personal “emotional bait” and replace defensive instincts with assertive, solution-oriented communication. By practicing empathy and the “Empower & Ask” framework, you will gain the power to de-escalate frustration and build genuine rapport. Whether you are looking to strengthen team cohesion or deliver world-class service, this program equips you with a practical roadmap for creating positive outcomes in every interaction.

Participants will be able to:

• Manage “Primitive Brain Hijacks” using “Breathe, Name the Emotion, Think to Solve” to regain logical control during emotion interactions.
• Identify personal “Emotional Bait” and respond assertively (avoiding aggressive/Fight or passive/Flight behaviors) to maintain professionalism.
• Use empathy and validation to acknowledge emotions, de-escalate, and build rapport without necessarily agreeing with the upset.
• “Empower & Ask” to move from emotion to resolution by offering collaborative choices to the other person.

Online Format—Emotional Intelligence for Interpersonal Excellence is a 2-hour interactive virtual class for up to twenty people.

• Demonstrate a customer-centered approach by keeping focus on the individual's needs and concerns, embodying what we call the UB4ME attitude.
• Build customer confidence by treating them with genuine respect through validation of their concerns and by offering them meaningful choices and control over outcomes.
• Apply emotionally intelligent practices to recognize, understand, and effectively address customer fears, anxieties, and strong emotional responses in productive ways.

Upon registration, you will receive detailed ONLINE login credentials via email before your class begins.