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Managing Office Conflicts, Handling Pressure, Office Etiquette and Excellent Communication Skills

Emotionally intelligence is essential for workplace success. Emotionally intelligent leaders and employees can help build effective relationships for enhancing work productivity. Understanding and raising your Emotional Intelligence is vital to your success and leadership potential.

This DOLPHINS training course on Emotional Intelligence for Workplace Success will concentrate on the important skills required to build effective relationships and also to lead teams effectively and manage the diverse personalities normally found the workplace. The ability to respond appropriately to feelings in ourselves and others, practice innovative teamwork and encourage synergy between team members is essential to building a successful organization.

This DOLPHINS training seminar will highlight:

  • Develop the ability to sense, understand and effectively apply emotions as a source of leadership, communication and influence
  • Gain insights into perceptions and its importance in the workplace
  • Understand how EQ influences the way they respond to others and themselves
  • Discover how to apply EQ in the workplace for building teamwork and accountable leadership
  • Leading others with emotional intelligence


At the end of this DOLPHINS training seminar, you will learn to:

  • Develop interpersonal skills such as self-awareness, which is the ability of an individual to recognize and understand ones moods, emotions and drives as well as their impact on others
  • Cultivate empathy or the ability to understand the emotional makeup of other people and skill in responding according to their emotional reactions
  • Develop interpersonal skills which indicate the individuals proficiency in managing relationships and building networks
  • Develop skills in responding to criticisms & adversity
  • Leadership strategies for working with others towards shared goals

Training Methodology

This DOLPHINS training course will involve the use of slides, handout material, work manual with all instructor notes and slides, examples of best practice and appropriate video/DVD material. The use of flip-charts, syndicate workshops and reporting back sessions will encourage a fully participative and enjoyable event. Delegates will be encouraged to participate actively in relating previous work experiences.

Organisational Impact

  • Improve communication between team members
  • Learn to respond appropriately to feelings in ourselves & others
  • Cultivate the ability to manage relationships & build networks
  • Innovative teamwork & corporate transformation
  • Develop trustworthiness for corporate transformation

Personal Impact

  • Better leadership skills to motivate themselves and inspire others
  • Applying assertiveness in handling conflicts
  • Emotional Resilience to manage the performance of their team
  • Influencing and Persuasion abilities to lead others more effectively
  • Handling stress the high EQ way

Developing Emotional Intelligence in the Workplace

  • What is Emotional Intelligence Quotient (EQ)?
  • Intrapersonal & Interpersonal Skills
  • Emotional Excellence in the Workplace
  • Understanding Your Personality Style
  • Emotional Intelligence for Innovative Teamwork
  • Removing Blocks to Innovative Teamwork through EQ

Becoming an Emotionally Intelligent Leader

  • Accurate Self-assessment for Personal Transformation
  • Knowing Ones Strengths & Weaknesses
  • Managing self effectively
  • Inspiring and Guiding Individuals & Teams
  • Nurturing Relationships
  • Developing Trustworthiness for Corporate Transformation

Building Effective Relationships

  • Getting Things Done through People
  • Managing our mind effectively
  • Accountable Leadership for Managing Performance
  • Working with Others towards Shared Goals
  • From Delegation to Empowerment
  • Building Productive Relationships

Leading Others With Emotional Intelligence

  • Understanding the 4 Stages of Human Development
  • Motivating Oneself and Motivating Others
  • Managing our spirit for developing Thankfulness
  • Leading others effectively
  • Developing Creativity in the Workplace
  • Innovative Teamwork

Implementing Emotionally Intelligent Persuasive Communication

  • The Positive Influence of Listening
  • Active Listening Skills
  • Handling Conflict Effectively
  • Effective Persuasion
  • Learning Experiences and Action Plan
  • Developing an Action Plan

Advanced Emotional Intelligence Session

Unleashing the Power in You

People with emotional intelligence are usually more successful in life. This is because they manage themselves better and they get along with other people much more easily compared to those who are easily emotionally stressed. Emotional excellence is characterized by the ability to understand and control their emotions, motivated to succeed in their endeavors, able to empathize, and communicate effectively.

This DOLPHINS Advanced Emotional Intelligence training course equips leaders with skills to help his team deliver the organizational goals. You will learn how to manage your soma (body), psycho (thoughts and feelings), and pneuma (spiritual heart) to develop emotional excellence in your life. You will also develop skills to help your employees be open to new ideas and communicate effectively. If youve mastered this, youve mastered life.


By the end of this Advanced Emotional Intelligence training course, you will be able to:

  • Develop emotional excellence in yourself and in others
  • Create a work culture where employees feel they add value
  • Motivate employees effectively
  • Develop positive eustress in your life
  • Develop a healthy work life balance
  • Nurture teamwork among your employees
  • Break communication barriers
  • Create positive relationships

Training Methodology

The Advanced Emotional Intelligence training course will combine presentations with interactive practical exercises, supported by video material and case studies. Delegates will be encouraged to participate actively in relating the principles of emotional intelligence to the particular needs of their workplace.

Organisational Impact

  • Build emotionally excellent teams
  • Enhance cooperation through better communication strategies
  • Nurture an emotionally intelligent work environment

Personal Impact

  • Learn how to nurture emotionally excellent skills
  • Nurture your self-esteem
  • Develop emotionally excellent leadership
  • Build excellent teams

Advanced Understanding of Emotional Intelligence and Emotional Excellence

  • History of Emotional Intelligence
  • Emotional Intelligence (EI) Defined and Applied at Work
  • Emotional Intelligence Blueprint
  • Developing Optimism and Overcoming Pessimism
  • Validating Emotions in Ourselves and Others
  • Applying Emotional Excellence at Work

Understanding and Managing Emotional Stress, Anxiety & Depression

  • Understanding Emotional Stress
  • Stressors On Our Lives
  • Anxiety and Depression
  • Recognizing Anxiety Disorders
  • Dealing with Post-traumatic Stress Disorder
  • Managing Depression

Understanding Human Development for Building a Healthy Self-esteem

  • Understanding Healthy Human Development
  • Applying the Eriksons Stages of Psychosocial Development
  • Improving Self-esteem
  • Understanding Our Inner Dialogue
  • The Power of Thought
  • Create What You Want

Emotionally Excellent Relational Skills

  • Creating Positive Relationships
  • Growing Our Self-awareness
  • Breaking Communication Barriers
  • Applying Effective Communication Strategies
  • Frames of Reference
  • Creating Synergy in Teams

Emotional Excellence for Work-Life Balance

  • Eustress and How It Affects Us
  • Building a Solid Foundation
  • Mental Strategies
  • Managing Distress at Work
  • Holistic Management of Negative Stress
  • Developing an Action Plan


Excellent communication, Business Etiquette Skills Sessions…


You can make more friends in two month by becoming interested in other people than you can in two years by trying to get other people interested in you.” Dale Carnegie

As social entities, we spend a lot of time and effort in communication with others. Mastering the art of communication increases our chances of success in both professional and personal lives. Any performance improvement here will directly lead to benefits for your team, your job and your personal life. Communication skills can be learned and mastered through persistent practice.

The Communication Skills Training Materials offered by Dolphins Group focuses on core concepts vital to successful communication such as Styles of Communication, Effective Listening and Questioning Skills, Assertiveness, Empathy and more. To master communication skills, extensive interactive and hands-on exercises are provided during the training course which encourage learning and increase the delegates’ confidence.

“Communication skills can be learned systematically and mastered through persistent practice.”

How NOT to Communicate!

This course has been designed to accommodate two types of delegates with different communication needs; one group are co-workers who already know each other and want to improve their intercommunication skills and the other group are those delegates who dont know each other or have not worked in the same team before. This group could include anyone from newly employed floor worker to managers, executives and team leaders. The course contains various optional content that you can use to tailor the course based on your delegates’ needs.

In this highly practical course delegates will learn:

Communications Styles

What is an ideal communication?
What are different styles of communication?
What are the 4 orientations in effective communication and how does each persons style impact their communication with you?

Interacting with People

What does it mean to be assertive and how can you achieve it?
How to provide feedback to others so they take your word seriously?
How can you avoid appearing aggressive?
How to use systematic methods to evaluate what you know about yourself and what you know about others?
How to learn which areas you need to work on to improve yourself based on other peoples impression of you?

Questioning Techniques

How to ask the right questions at the right time?
How to get what you want and stay friends?
How to address uncomfortable issues and prepare others to open up to you?
What are the differences between open and closed questions and how can you take advantage of each?
How to seamlessly guide a conversation towards the direction of your choice?


What causes misunderstanding?
How can you minimize misunderstanding?
How can stereotyping affect your communication?
How to use active listening to gain rapport and commitment?
When should you use first person sentences when communicating with others and when should you use second person?


Empathy & Emotional Intelligence

What is the effect of empathy on communication?
How to use a simple empathic technique to construct sentences based on what you hear from others and make an empathic communication?

Telephone Skills

How to handle phone conversations?
How to put people on hold?
How to transfer a phone call to someone else?
How to end a phone call?

Body Language

How can you read people through their body language and understand their motives better?
What gestures should you be aware of?
What are the differences between open and closed body gestures and how do they impact your communication with others?
How to spot lies?
How to control your voice to get maximum effect?

Understanding Stories

How do you perceive the world?
How do you make stories to make sense of what goes around you?
How these stories come to define your behaviours?
How can you use story analysis to improve your communication with others?

Intention Analysis

What are the two common mistakes made when considering intentions?
How to avoid these mistakes?
What is the relationship between intentions and their impact and how should you respond to them?
How should you handle intentions to get the best results?
What is the best way to share your intentions with others?

Avoiding Blame

What is the Cycle of Blame and Disengagement?
What is bad about blaming others when things go wrong?

What should you do instead when things go wrong?
How to avoid blaming others?


If you feel strongly about something, how should you express yourself?
What happens if you dont share your feelings with others?
Should you bury your feelings and get rid of them as hard as you can? Should you vent them or should you deal with them?
How can you use a simple formula in conversations to easily share your feelings with others?

Difficult Conversations

What is the best way to express your dissatisfaction with someone?
How to analyse implicit messages in what you say or is said to you?
What is the impact of these implicit messages on people and their long term relationship?
How to take advantage of the 4-Steps Conversation Technique to significantly improve the quality of your conversations?

Psychological Games

Why people get stuck in circular arguments and feel they should not give in to others?
How can you break this cycle and improve your communication skills?
What is the Drama Triangle and how can it be used to improve your communication with others?

By the end of this course, participants will be able to:

  • Use different communication styles when needed based on circumstances
  • Express your ideas assertively, confidently and precisely
  • Ask the right questions for the right reasons
  • Discover what you know about yourself and how others think of you
  • Avoid misunderstandings and overcome communication barriers
  • Empathize to establish trust and communicate effectively
  • Deliver your potentially negative message and get a good response
  • Read and interpret body language and gestures while communicating with others
  • Search to understand other peoples stories and learn to change your perspective based on their view to improve your conversation
  • Prevent misunderstandings by clarifying intentions and avoid common mistakes that escalate the situation rather than resolve it
  • Avoid blaming others and take responsibility for your own contribution to any situation
  • Understand and manage your feelings so they dont clutter your understanding or affect your conversations with others
  • Handle difficult conversations by monitoring implicit messages and use techniques to gain rapport
  • Avoid destructive psychological games in conversations and use techniques to shift the conversation away as quickly as possible


Dolphins Group - Book Now


Dolphins Training & Consultants ltd

View Park Towers ,10th Fl ,Utalii Lane & L584-off UN Avenue, Gigiri.
P O Box 27859 00100 Nairobi, Kenya Tel +254-20-2211362/4/5 or 2211382 Cell+254-712-636404

Your No.1 Corporate Training Partner DIT No./ 711

We push the human race forward and so do you….. Unleash Your True Potential….!