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 :
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Goals
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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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