Emotional Intelligence and Building Rapport in the Workplace for the Banking Industry

Emotional Intelligence and Building Rapport in the Workplace for the Banking Industry

Top 16 Essential Soft Skills for The Future of Work

Overview

"Who comes first, your employees, your shareholders, or your customers? My mother taught me that your employees come first."

When Herb Kelleher said that decades ago, in a time where the customer was ALWAYS right, it caused an outrage and was deemed wildly controversial. Sadly, if a leader were to say the same thing today, in a world where a single negative customer review on social media could ruin an organization, it would still be met with great disbelief, opposition and even ridicule.

The truth is, if we treat our employees well, then they will treat our customers well, and that means our customers come back and our shareholders are happy.

Riding on this approach and belief, Herb Kelleher led Southwest Airlines to become the most productive workforce with the best customer service ratings in the aviation industry. Our technology and methods may have changed as the decades passed, but the cardinal principle of treating our INTERNAL customers (our beloved employees) correctly, remains of utmost importance.

In order to treat our employees right, it then becomes vital for our leaders to have strong emotional intelligence, and the correct skills to build rapport with those they lead.

In this lovingly crafted workshop, Teacher Kean leverages on the work and stories of famed authors and psychologists, as well as his considerable experience from the investment banking industry. Delivered with high energy and boundless amounts of humour, you can rely on Teacher Kean to inspire lasting change so your leaders can build rapport with their team members with high levels of charisma and emotional intelligence.

Learning Objectives

This workshop seeks to inculcate into participants through interactive learning, re-writing exercises, and role-playing the knowledge and skills so they have high emotional intelligence and can build rapport with those they lead in the workplace. At the end of the workshop, participants shall hold in their hands' specific skills, concepts and experiences that can propel themselves and the company toward greater results.

Methodology

Think differently to alter direction.

The experience of learning to read and write for the first time is likely to remain vivid in your memory. The skill is ingrained and it stays. The primary objective of our training and workshop is to make your new knowledge and abilities as durable as the ones you've already accumulated. They foster fresh ideas. They enable great feats. Individual behaviour and attitude contribute to your organization's success is what we prioritise.

Combining experiential, instructional, and discovery learning with current coaching technology promotes profound transformations in attitudes and behaviour that enable sustainable change in your business. These adjustments improve results.

Our programmes involve with 12 unique learning methodology as below:

Learning Outcomes

Upon completion of the workshop, participants should be able to:

Understand why it’s crucial for leaders to serve and delight their employees!

Understand the 5 components of emotional intelligence in the workplace

Eliminate unnecessary apologies which often backfire and put employees in an unreceptive mood

Employ the powerful Law of Connection to speak directly to their employee’s needs

Love themselves, gain confidence in their leadership decisions and to manage themselves effectively

Build rapport with their employees effortlessly and to rapidly build trust and credibility

How to go into every employee interaction full of confidence, energy, good will and the enthusiasm to serve

Effectively communicate with different types of employees and to resolve their concerns

Learn how to ask for more information, or change other people’s minds, gracefully and diplomatically

Take feedback or complaints gracefully, and to resolve differences by empathetic listening and taking a genuine interest in the problems faced by their employees

Quickly and effectively find the root concerns / needs of their employees, and to harness the power of active listening

Negotiate with their employees effectively and to resolve conflicts / unhealthy emotions

Develop a vibrant and motivated workplace culture for themselves and their employees

Learning Outline

MODULE 1: Understanding Emotional Intelligence

An introduction to WHY it’s crucial for every company to serve and delight its employees!
An introduction to the 5 components of emotional intelligence in the workplace: Understanding ourselves, self-love / self-regulation, motivation and persuasion, empathy and active listening, as well as social skills

MODULE 2: The Law of Connection: It’s about Speaking to Our Employee’s Emotions and Needs

All around the world, and especially in Asian culture, we try to get the buy in of our employees by apologizing unnecessarily – in truth, these unnecessary apologies greatly hurt our chances of building rapport with our employees
An introduction to the Law of Connection: that our employees don’t care about our qualifications, strengths, advantages or merits, they only care if we can speak to their needs
Starting with “WHY” – why it is vital to start every message by connecting with the emotions of our employees, instead of explaining the “WHAT”s or the “HOW”s

MODULE 3: Foundational Leadership and Self Love

Study the connection between thoughts and feelings, and why mental discipline and managing our emotions / stress are the keys to becoming an effective leader
Understand why self-love is the key to building deeper and positive relationships with our employees, and how it will ultimately help us become more influential and confident leaders
Role-Play exercises: putting participants in realistic training scenarios to master and utilize the techniques learnt, in a step-by-step and systematic approach

MODULE 4: Connecting with Employees and Building Rapport Effortlessly

How to put our employees at ease and to like us instantly, through the power of sincere and honest appreciation, remembering names and body language
How to go into every employee interaction full of confidence, energy, good will and the enthusiasm to serve
A deeper dive into understanding body language (applicable for both face to face and virtually), and why it is more important to observe and maintain our own ideal body language instead of reading others
The role of language in establishing connections with others – how Positive Reinforcement and reframing objections are absolutely vital in putting our employees in a receptive mood
Role-Play exercises: putting participants in realistic training scenarios to master and utilize the techniques learnt, in a step-by-step and systematic approach

MODULE 5: Communication with Employees

Employees come in all shapes and sizes, from the agreeable to the outright defiant. Learn how to properly interact with each of them
Understanding that different communication methods are required for communicating with different types of people (DiSC)
The role of humour and energy in communication. Participants will learn how to communicate with passion, warmth, eloquence, correct tone, tempo and energy, just like a UK Barrister
Role-Play exercises: putting participants in realistic training scenarios to master and utilize the techniques learnt, in a step-by-step and systematic approach

MODULE 6: Understanding What Our Employees Need and Active Listening

Asking the correct questions – how to seek out, and listen actively to our employee’s concerns and desires. Participants will be trained to stop projecting their own assumptions onto their employees
How to kill our internal dialogue so we are fully immersed when our employee is speaking
Often, an exploration into the root problem causes is required. Understand the employee’s root concerns through effective, elegant and diplomatic fact-finding
Put ourselves, honestly and sincerely, in the other person’s shoes. See things from the employee’s point of view and share your appreciation with them
Role-Play exercises: putting participants in realistic training scenarios to master and utilize the techniques learnt, in a step-by-step and systematic approach

MODULE 8: Developing a Vibrant and Motivated Workplace Culture

Developing a deep sense of employee loyalty by treasuring them and keeping in touch with them
Uplifting employees and keeping them motivated by developing a crystal-clear vision and direction for the organization

MODULE 7: Dealing with Complaints and Handling Difficult Employees / Questions

Participants will learn how to convert difficult employees and their emotions, listen closely to their concerns or feedback, and how to suggest alternatives
Never tell the employees, “You’re wrong,” as it arouses great opposition and resistance
Get the employee saying “Yes, yes” (agreeing) as soon as possible. Always begin each interaction by emphasizing the things on which you agree, and that you have the same goal. It is extremely challenging to overcome an early “No”
Participants will learn how to answer tough questions in a convincing manner
Maintaining a strong and trusted relationship regardless of the outcome of the discussion
Role-Play exercises: putting participants in realistic training scenarios to master and utilize the techniques learnt, in a step-by-step and systematic approach