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Learn to control emotions and stress

By the end of the training, you will be able to better manage your emotions in stressful situations.

Duration :

1 day

Customer Experience & Service

Sales Techniques & Customer Experience

Goals

Learn to manage stressful situations

Strengthen your knowledge of yourself and gain confidence

Identify your strengths and areas for improvement

Deliverable

Training memo booklet given to each participant.

Prerequisites

Have followed at least one personal development training course in the past.

The advantages of the training

You will benefit from contributions that can be used in your personal and professional life.

You will learn to “act” instead of “react”.

You will practice scenarios in a caring and constructive context.

Program

Introduction


1 - Discovering emotions

  • Identifying primary and secondary emotions (emotional palette)

  • Understanding their roles

  • Analysing trigger signals and their impact

  • Identifying the emotions of others


2 - Managing emotions

  • Understanding the link between emotions and needs (emotion wheel tool)

  • Techniques for managing your own emotions

  • Learning how to deal with customer emotions: analysing situations involving unhappy customers


3 - Developing your emotional intelligence

  • Identify the 5 dimensions of EI

  • Familiarise yourself with the concepts of self-awareness, self-regulation, empathy, social skills and energy

  • Understand the levers


4- Managing stress

  • Symptoms and triggers

  • Good stress and bad stress

  • Different techniques for managing and regulating stress


5- Making the link between DISC and stress

  • The link between behavioural preferences and stress

  • Making the link: patterns of functioning in the environment (DISC) and associated sources of stress

  • Identify how you function under moderate and then high levels of stress


6- Asserting yourself calmly in all types of relationship

  • The keys to assertive communication

  • Drawing inspiration from the non-violent communication approach

  • Dealing with delicate situations and practising



Conclusion and action plan

Concerned public

Anyone wishing to better understand stress and emotions.

Seats

10 participants maximum, 4 participants minimum.

Dates

Intra-company format: dates to be organised together according to your needs.

Please note: we do not offer this inter-company training.

Rate

Contact us.

Practical information

Animation at the customer's premises or in a dedicated space.

Training accessible to people with disabilities, contact us to find out more.

Expertise in:

Spoken languages :

Interested in this training?

Goals

Delphine Dupuis

Delphine Dupuis

With 18 years of experience in retail as a team manager, Delphine has been a consultant trainer since 2014. She supports retail companies in their performance by promoting employee skills development through the facilitation of training, engineering and operational support in the field. Certified in DISC, WPMOT and Emotional Intelligence tools, she advocates kindness, team spirit and sharing in her interventions. Her motto during her training: “A good manager is a manager who knows oneself!” ".

Expertise in:

Management, Sales

Spoken languages: 

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