Overview
Emotional intelligence is the ability to notice and manage emotions, both your own and other people's, and to use that awareness to guide how you act. It shapes how people handle pressure, give feedback, resolve disagreements and build trust.
This course makes emotional intelligence practical. Participants work on noticing what's happening for them in the moment, reading others more accurately, and choosing responses rather than reacting on autopilot. It's grounded in everyday workplace situations rather than theory.
Who this course is for
- Managers and team leaders at any level
- Staff in customer-facing, caring or client roles
- Teams that want to work together more effectively
- Anyone wanting stronger working relationships
Signs your team would benefit
If any of these sound familiar, emotional intelligence training is likely to make a real difference.
- Small frustrations quickly turn into bigger fallouts
- Feedback is taken personally or avoided altogether
- Managers are technically strong but struggle with people
- Customer complaints mention tone rather than outcomes
- Team members misread each other, especially remotely
What participants will learn
- The main components of emotional intelligence
- How emotions influence decisions and behaviour
- Recognising emotional triggers
- Techniques for managing emotional reactions
- Reading and responding to others' emotions
- Using empathy without taking on others' stress
Course objectives
By the end of the course, participants will be able to:
- Describe the key elements of emotional intelligence
- Recognise their own emotional patterns and triggers
- Use techniques to regulate emotional responses at work
- Respond to others with greater empathy and accuracy
- Apply emotional intelligence to feedback, conflict and teamwork
Key topics
- Self-awareness
- Self-regulation
- Empathy
- Social awareness
- Relationship management
- Emotional triggers
- Emotions under pressure
What a typical session looks like
Every session is tailored, but most follow the same shape, moving from ideas to practice to a personal plan.
- 1
Start with your reality
We open with the situations your team told us about in our pre-course conversation.
- 2
Understand the core idea
Short, clear input on the model behind the course, without jargon.
- 3
Practise
Participants work through real workplace scenarios, practising how to read the situation and choose a better response.
- 4
Apply it to real scenarios
Groups work through examples drawn from your workplace and sector.
- 5
Leave with a plan
Everyone commits to two or three actions they'll try in the next week.
Benefits
For employees
- Better understanding of their own reactions
- More effective relationships with colleagues and customers
- Calmer responses in difficult moments
- Greater confidence in emotionally charged situations
For your organisation
- Stronger collaboration and trust within teams
- Managers who lead with more awareness and empathy
- Fewer conflicts escalating unnecessarily
- Better customer and client interactions
Delivery options
Emotional Intelligence training is available in two formats. Both are live, interactive and tailored to your organisation.
In-house training
In-house delivery allows us to use scenarios from your own workplace, which makes emotional intelligence feel immediately relevant rather than abstract.
We deliver at your premises, or a venue of your choice, anywhere in Wales.
About in-house trainingLive online training
Live online sessions use breakout discussions and reflection exercises so participants stay actively involved.
Sessions are trainer-led and interactive, with breakout practice and discussion.
About online trainingFurther reading
Free guides from our resources library on the ideas behind this course.
Available across Wales
We deliver emotional intelligence training at workplaces throughout Wales, including:
Emotional Intelligence training: FAQs
Can emotional intelligence really be developed?
Yes. Self-awareness, regulation and empathy are skills that improve with understanding and practice. The course focuses on practice.
Is there a personality test involved?
We use reflective exercises rather than formal psychometric assessments. If you already use a profiling tool, we can link the course to it.
Is there a version for leaders?
Yes. A leadership version focuses on emotional intelligence in managing people, leading change and holding difficult conversations.
Do you deliver emotional intelligence training in Cardiff?
Yes. We deliver at workplaces in Cardiff and across Wales, as well as live online.