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Emotional Intelligence
Module Name

Emotional Intelligence
•
•
•

Components Covered

•
•
•
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Prepared For

Wheel of Life
Understanding Emotions and Emotions
Management
Decoding Emotions by Analyzing Speech, Body,
and Face
Managing Emotions
What Self Awareness Really Is and How to
Cultivate It
Resilience
Motivation

Level 2
The following module is designed designed to help
individuals understand and manage their emotions,
improve self-awareness, cultivate resilience and increase
motivation
...


Brief Description of the Module

Participants will learn how to decode emotions through
analyzing speech, body and face, and will practice
managing their own emotions in various scenarios
...

Participants will learn how to understand their strengths,
weaknesses and triggers, and how to use this knowledge
to improve their emotional intelligence
...


Wheel of Life – Where do I Stand? 30 minutes
Objective: Develop skills to enhance your personal and social competence
...


Wheel of Life
SAY - In your manuals is the
9
...

Around the circle are marked
8
...
Family
nine imperatives that are the
primary areas of a healthy life
...
Social
7
...
There are nine
gradations marked along each
line
...
Health
6
...
Do the same for your
4
...
Career
social life, i
...
your satisfaction
development
with relationships with your
friends; how satisfied are you with your health; with your personal development; with your career
(even as a student); with your financial standing; with your attitude, i
...
do you perceive your
situation positively or do you feel hopeless/fearful/doubtful about it
...
e
...
A figure will appear
...
Areas which are dented in the wheel signify that you are not paying enough
attention to this dimension of your life; whereas those that are tending outward, are given much
time and attention
...
This is where the
subject of Emotional Intelligence enables us to bring balance in our lives
...

When you are able to balance all nine imperatives on the Wheel of Life, you will have a high
quality life where you are ready to expand your vistas and reach beyond what you have envisaged
for yourself
...
This is very important as each group will shorlty receive a
topic through which they will have to explain EI and its components
...
Each group to be
assigned a topic:
1
...

3
...

5
...
Each
group is to answer the following key questions through their research:
-

What does my topic mean?
What are strengths/ benefits of developing this component
Do I already use this component unconsciously
Restaurant examples/ behaviors related to this topic ( that are usually seen at the branch/
need to be developed at the branch )

Give participants markers, flipcharts and access to the internet to research and understand these
key concepts
...
Once all groups have presented, sum up the conversation by
focusing on key discussion point and how EI is critical as a leadership skill
...
As a critical leadership
skill, emotional intelligence is essential for creating positive and productive work environments,
building strong relationships with team members and customers, and making effective decisions
...
They are also
able to build strong relationships with their team members and customers through effective
communication, active listening, and empathy
...

In today's fast-paced and dynamic work environment, emotional intelligence is becoming
increasingly important for leaders
...

Furthermore, emotional intelligence is a key factor in attracting and retaining top talent, which is
crucial for success in the competitive world of business
...
It enables leaders to create positive and productive work
environments, build strong relationships with team members and customers, and make effective
decisions
...

Understanding emotions refers to the ability to accurately identify and understand one's own
emotions and the emotions of others
...
This understanding enables individuals
to respond to situations in a more appropriate and effective way
...
This includes the ability to control impulsive or negative emotions and respond
to difficult situations in a calm and professional manner
...

Effective emotions management requires self-awareness, self-regulation, and self-motivation
...

The framework is discussed below

The EI Framework
SAY - To understand EI at a higher level, let’s look at the EI framework - what is it that EI consists
of?
INVITE a participant to read the broad two aspects of the framework, i
...
Personal Competence
and Social Competence; then the sub-categories, i
...
Self-Awareness, Self-regulation (or discipline)
and Motivation for Personal Competence and Empathy and Social Skills for Social Competence
...
For this,
ASK them to score themselves on how good are they on each of these attributes
...
The
higher you are on these, the more confident they become of you

...
This will explain to us that EI is a normal, everyday
phenomena
...
PRESENT the situations on the left of the table
below, one at a time, and ask participants to find the appropriate match from the diagram above:
SITUATIONS
1
...
Trustworthiness
3
...
Improve weaknesses and enhance strengths
5
...
Be kind
7
...
Adapt to change
9
...
Be proactive
EXPLAIN that now we will put the EI framework
into a practical exercise called FLY HIGH
...
If there are more
than 25 participants in your batch, keep
extra balloons
...

• Stop watch and whistle
...
Empathy
2
...
Social skills
4
...
Self-awareness
6
...
Self-regulation
8
...
Social skills
10
...

EXPLAIN that they, in teams, have to ensure their balloons are flying up in the air continuously
for 5-minutes
...

• Allow 7-minutes for teams to discuss how many balloons, i
...
customers; they plan to manage
...
e
...
Encourage them to take the challenge and plan to have more balloons
...

• Issue balloons to each team and note
the number of balloons they have
taken on the scorecard under the
heading ESTIMATE
...

• ASK the supervisor to stand at a spot
in a large empty hall
...

• When the facilitator starts the time by blowing the whistle, the supervisor is to throw one
balloon at a time into the circle until all balloons are given out
...

• Each team member in their circle is to keep their balloons afloat for 5-minutes and prevent
them from falling on the floor
...
No one can hold a balloon in their hand at any time
...

• Supervisor to note the number of fouls, i
...
number of times balloons fall on the floor
...

• The moment the 5-minutes end and the facilitator blows the whistle, the supervisors to make
a mental note of the balloons that are afloat and report this number to the facilitator to write
on the scorecard under ACTUAL along with the number of times the balloons fell to the
ground, during the 5-minutes, under FOUL
...
e
...

• Supervisors are to present their experiences regarding how the team they were supervising
performed - what were their strengths; what challenges did they face; did they have a plan;
was there team cohesion etc
...

DEBRIEF
• How did each team member adjust when some of their members were in trouble with their
balloon dropping on the floor?
• What changes did each team make to compensate when a member had to inflate a new
balloon in the middle of the 5-minutes?
• How did effective teamwork contribute to keeping all balloons in the air?
• How did teamwork enable its members to keep all functions of the operation working (all
balloons in the air)?

•
•
•

•

How come you were working so hard in keeping the balloons afloat and not worried about
what others will say? If anyone had worked into the room, they would have been surprised to
see what you were doing
...
I
did not even promise a reward for the winning team, yet you were at your best
...

When you do your job in this way, you are said to be high on EI and this is 93% the cause of
successful people
...

The Core Concept
Many people have implicit beliefs about emotions
...

First, people hold beliefs about the “acceptability” of emotions
...

These beliefs may lead to the avoidance of emotions, which prevents the individual from
developing self- awareness and self-understanding and, hence, the ability to take care of oneself
appropriately
...

People may also hold beliefs about the malleability of emotion
...
This belief that emotions are
outside personal control is likely to result in fewer efforts at regulating the emotion
...

Moreover, research has shown that people who believe that emotions are less changeable
experience fewer positive emotions and more negative emotions, decreased psychological
wellbeing, lower perceived emotion regulation self-efficacy, and higher levels of depression
...

Over time, this active pattern of coping with emotions will confirm that emotions are indeed
changeable and thus strengthen the very belief regarding the changeability of emotions
...


Activity
Inform participants that in this exercise, we will examine your basic assumptions about emotions;
that is, what emotions mean to you, what it means to express them, and what would happen if
you allowed yourself to feel particular emotions
...

Step 1: Choose a difficult emotion
For the purpose of this
exercise, choose one
particular difficult emotion to
work with
...
Write down the
emotion you have chosen to
work with in the center of the
person outlined in the
worksheet
...

Place a check mark next to
those statements that ring true
for you
...

Please add any personal beliefs
that are not listed at the end
...


List of Common False Beliefs:
■ If I lose control of my emotions in front of others, they will think less of me
...

■ If I let myself feel this emotion, I will become overwhelmed by it
...

■ If I tell others how I feel, they will think I am weak
...
There must be something wrong with me
...

■ I should be able to cope with difficulties on my own without turning to others for support
...


■ This emotional state is not a normal response; I have to get rid of it
...

■ That person responded differently than I did, therefore my emotional reaction is wrong
...

■ Letting myself feel bad would mean falling to pieces, being a total mess, or wallowing in selfpity
...

■ Being an adult means not getting carried away by emotion; I’m supposed to be rational!
■ Showing my emotions to others makes me look like a “drama queen
...
I should just suck it up!
■ I should not let myself give in to these feeling
Step 3: Explore the consequences of holding these beliefs
Now let’s look at what happens as a consequence of holding these beliefs about emotions
...

False beliefs can prevent us from fully understanding and accepting our emotions, leading us to
judge or suppress them rather than effectively managing them
...
By recognizing and
challenging false beliefs, individuals can develop a more accurate and empowering understanding
of emotions, enhance their emotional intelligence, and improve their ability to effectively regulate
their emotions and respond to life's challenges
...
When individuals hold false beliefs, they may:
1
...

2
...


3
...

4
...

5
...

Challenging and replacing false beliefs about emotions can help employees develop greater
emotional intelligence, which can in turn improve their performance and well-being in the Branch
and elsewhere
...
Accurately “reading” other people’s emotions plays a
key role in social interaction as it facilitates appropriate responding and bonding
...

First, one can try to decipher facial expressions
...
For instance, a study by Friesen (1972) found that the same facial expressions of
emotions were produced spontaneously by members of very different cultures in reaction to
emotion-eliciting films
...
There is evidence to suggest that numerous
emotions, including pride, shame, anger, fear, and disgust can be accurately deciphered from
nonverbal bodily displays
...
People use hundreds, if not
thousands, of semantic terms to express a wide variety of emotional states
...

In the following activity, participants practice reading other people’s emotions by exploring each
of these three ways of decoding emotions
...

A valuable aspect of this tool is the opportunity for participants to check whether their
observations are correct or not
...
For example, a
person who experiences joy may speak loudly, make a lot of gestures, and use positive words like
“beautiful” and “exciting”
...

Inform the participants that In this exercise, you are going to practice “reading” other people’s
emotions
...

Appendix A gives an overview of these three characteristics of emotional expression
...

Step 3: Assign roles
Inform your participants that they will each be assigned a role
...

Hand out the role descriptions shown in Appendix B to each participant
...
)
Ask each group of four to read the role descriptions, and then organize who will play each role
amongst themselves
...
The four roles are as described:
■ The speaker
...
The speaker should not mention the emotion he or she has chosen, as the job of
the observers is to guess the selected emotion
...
The face decoder carefully observes the speaker’s facial expressions to
decipher the emotion being spoken about
...
The body decoder carefully observes the speaker’s bodily movements to
decipher the emotion being spoken about
...
The speech decoder carefully observes how the speaker is talking in order
to decipher the emotion being spoken about
...
For instance, what kind of words is the speaker using (i
...
,
strong,bold, positive, negative), and how is the emotion reflected in the pitch, loudness, and
speed of the speaker’s way of talking?

Step 4: Start the conversation
Announce to all that the speaker has five minutes to share his or her emotional story
...
So, decoders should simply observe without responding
to the speaker or asking any questions
...

Step 5: Share observations
After 5-7 minutes, when the speaker is finished, the decoders take turns to share their
observations with their group
...
The following questions may
be used to guide this step:
■ What were the observations of the face decoder?
■ What were the observations of the body decoder?
■ What were the observations of the speech decoder?
■ What did each of the decoders think was the emotion that was chosen by the speaker?
■ What was the actual emotion that was chosen by the speaker?
Step 6: Exercise evaluation
Evaluate the exercise with all participants
...
e
...
The instructor is advised to set a timer so that participants are
informed when to switch roles
...

Once the activity is done, ask participants to settle down and discuss the following:
•

•

•

By understanding the different ways emotions are expressed, participants will become
more aware of the emotional states of others and be better equipped to respond
appropriately in different social situations
...
These beliefs can also lead to
misinterpretation of others' emotions and lead to inappropriate or ineffective responses
...
False
beliefs about emotions can lead to misunderstandings, miscommunication, and conflict,
which can negatively impact employee performance and overall workplace dynamics
...
A supervisor who can identify and understand employee emotions can:
1
...
This can lead to more effective communication
and improved working relationships
...
Promote engagement: When supervisors are aware of and responsive to the emotions of
employees, they can help create a work environment that is more engaging and
motivating
...

3
...
This can help resolve workplace conflicts and improve overall
team performance
...
Foster a positive workplace culture: A workplace culture in which emotions are recognized
and respected can have a profound impact on employee motivation, job satisfaction, and
overall performance
...


Appendix A Overview of three characteristics of emotional expression
1: Facial expressions The face is a dynamic canvas on which people display their emotional states,
and from which they decode the emotional states of others
...
When a single emotion
emerges and the individual does not attempt to modify or conceal it, facial expressions typically
last between 0
...
The ability to correctly perceive and
understand other people’s emotions through facial expressions is associated with better personal
and social effectiveness, and as such is a key aspect of optimal human functioning
...

Pride, for instance, is typically signaled by an expanded chest, upward head tilt, and arms
akimbo—either spread out from the body with hands on hips or raised above the head with hands
in fists
...


3: Speech People use hundreds, if not thousands, of terms to express emotional states
...
For instance, the
experience of fear may be expressed by saying “I am afraid”
...
In the English language, there
are hundreds of linguistic expressions commonly used to talk about emotions
...
Obviously, in order to
accurately decode emotion from language, one must know the meaning of the words or
expressions used to communicate an emotion
...
In addition to the verbal information in
speech, emotions are also expressed by the non-verbal qualities of speech, such as pitch, volume,
and rate of speech
...
For instance, focusing only on words to decode the emotion of another
person is unlikely to be accurate, given nonverbal cues modify, augment, illustrate, accentuate,
and contradict the words they accompany
...

Appendix B
Role descriptions The Speaker
You are the speaker
...

Take a moment to bring this personal situation to mind and try to connect with the situation and
the emotion that you experienced at the time as much as possible
...
The job of your other group members is to guess
the emotion you are talking about
...
Important note: Do
not choose an emotion or situation that you feel uncomfortable stalking about and sharing with
others
...

The Face Decoder In a few moments, one of your group members will share a personal story
...
The speaker will speak about a personal past situation that evoked
a particular (unknown to you) emotion in him or her
...
For example, you may notice that the
speaker’s eyes are wide open, lips are tensed, and cheeks are flushed red
...


The Body
Decoder
In a few moments, one of your group members will share a personal story
...
The speaker will speak about a personal past situation that evoked a particular
(unknown to you) emotion in him or her
...
For example, you may notice that the speaker has
a slumped posture, downward gaze, and closed chest
...


The Speech Decoder
In a few moments, one of your group members will share a personal story
...
The speaker will speak about a personal past situation that evoked a particular
(unknown to you) emotion in him or her
...
g
...
e
...

Write down every verbal sign of the emotion that you notice during the speaker’s story in the
scoring area below, and then make an informed guess as to what emotion the speaker chose to
talk about
...
For example,
some see it as the ability to monitor our inner world, whereas others label it as a temporary state
of self-consciousness
...

So before we can focus on how to improve self-awareness, we need to synthesize these findings
and create an overarching definition
...

The first, which dubbed internal self-awareness, represents how clearly we see our own values,
passions, aspirations, fit with our environment, reactions (including thoughts, feelings, behaviors,
strengths, and weaknesses), and impact on others
...

The second category, external self-awareness, means understanding how other people view us, in
terms of those same factors listed above
...

For leaders who see themselves as their employees do, their employees tend to have a better
relationship with them, feel more satisfied with them, and see them as more effective in general
...
But our research has found virtually no relationship between them
...

The four self-awareness archetypes
This 2 × 2 maps internal self-awareness (how well you know yourself) against external selfawareness (how well you understand how others see you)
...

But leaders must actively work on both seeing themselves clearly and getting feedback to
understand how others see them
...

Take Naeem, a marketing manager
...
But when he had the chance to get candid feedback during a company training, he
realized that he wasn’t focused enough on how he was showing up
...


RECOGNIZE HOW OTHERS PERCEIVE YOU
A second skill in Awareness of the Self is recognizing how people perceive you
...
It will
take some practice in being a keen observer—of others, but also of yourself
...

Not long ago, after getting off a flight from a relaxing, stress-free vacation in sunny Mexico, I
found myself in a slow-moving line at U
...
Customs
...

“That was just not funny in the least,” said the gray-haired and rather distinguished looking man
who was clearly feeling outraged
...
“What was she thinking? It’s time to get rid of her
...
After a few minutes of listening and kind of
grunting his assent, he tried changing the subject
...

“She’s entertaining, and she’s smart, but she just doesn’t know her limits
...
There have been too many incidents
...
”
It was all I could do not to swing my head around and get a closer look at these two guys
...
”
In his anger—it was clear that the woman under discussion had somehow touched a hot button—
he wasn’t aware or didn’t care who heard him as he planned his revenge out loud
...

Then it occurred to me that both the man (whom I assume to be the boss) and the woman (whom
I assume to be an employee) are suffering from the same problem—a lack of self-awareness
...
A lack of it can cause problems in
other areas—managing one’s emotions, understanding what others are feeling, building satisfying
relationships with others, and even having the resilience that is needed to cope with the
inevitable changes and challenges that are part of life
...

I don’t know the true and doubtless complicated story of the man in the Customs line, but in the
story I created about him after listening to his tirade for ten minutes or more, I think I can say that
he is not self-aware
...
He may have been surprised to learn that the employee—the woman who behaved so
boldly—perceives him in a way that does not match his perception of himself
...

Such lack of self-awareness makes this distinguished gentleman appear much like a two-year old
who has been thwarted in some way
...
He may work very hard and even have taken his
employees to a retreat at a resort in a sunny clime
...
He may have similar difficulties
relating to his family members
...
”
“And what about the woman who may have been fired on Monday? I don’t know her real story
either, but the story I’ve created about her tells me that she, too, lacks self-awareness
...
She is smart, she is entertaining—so says the
man who does not find her funny
...
She may also not be aware of how others perceive
her, even as they are laughing
...

These stories are fictions imagined from brief observations, but they might be true
...
Self-awareness can be taught, and it can be learned
...
Self-awareness matters, a lot
...
And I don’t mean only for politicians and leaders and other people who are have the
opportunity to speak in public
...


Once reading time is over, open the floor for discussion and take comments for the class
...
What is the significance of self-awareness in emotional intelligence and relationships?
2
...
Can self-awareness be learned and developed?
4
...
How does one's behavior and attitude affect the perceptions of others?
6
...
Do you have a trusted friend or colleague help you discover your “blind spots”?

Continue with the concept and discuss the following:
SAY - Another skill that can help you increase Emotional Intelligence in the dimension of
Awareness of the Self is enhancing ones understanding of how you respond to people in a variety
of situations
...


Let’s imagine that today this person greets you with an angry complaint: “Now they’re expecting
us to use this new electronic tracking system
...
Perhaps you would offer
some assistance to the complainer—or ignore him—or simply laugh it off
...

REACTING TO AN ANGRY DRIVER
We all know a fellow who seems hyper-alert to the errors of other drivers—for example, someone
who fails to put on the indicator when changing lanes, or someone who rushes through a yellow
light at the last moment
...
He cannot not react this way
...

WHAT CAN THIS DO FOR ME?
Becoming more aware of typical response to a variety of situations will help build self-awareness
...

EXPLAIN – if we become more aware of how we typically respond, we can choose to modify that
response to build better relationships and to gain better outcomes—with family, friends, business
colleagues, customers, and anyone with whom you interact
...
”

MY TYPICAL RESPONSES
Here’s another angle on self-observation—which can lead to greater self-awareness
...

But we can learn even more by asking this question to ourself and becoming a keen observer of
your own emotions,

Ask participants to try this exercise, and come back with answers to match your “typical
responses” to real life situations they may have encountered
...


1
...

3
...

5
...

7
...

You view a particularly beautiful sunrise or sunset
Airline employee informs you that your flight home after a weeklong conference has been
cancelled
...
You rush to
the persons side call for emergency help and stay to comfort the person until help arrives
...


Inform participants that these are general behaviors that showcase our PREDICTIBILITY
...
This can be achieved by asking oneself "How
predictable am I?" and observing one's emotions
...
The exercise "My Typical Responses" involves reflecting on various situations and writing
down one's typical feelings and related questions to gain further self-awareness
...
Practice mindfulness: Mindfulness can help you become more aware of your thoughts,
emotions, and physical sensations, allowing you to better understand your typical
responses in different situations
...
Keep a journal: Writing down your experiences and emotions can provide insight into your
typical responses and help you identify patterns in your behavior
...
Seek feedback: Ask people who know you well for honest feedback on your behavior
...

4
...
Ask yourself questions such as “Why did I react that way?” and “What could I
have done differently?”
5
...
For example, if you tend to become angry when dealing
with a difficult co-worker, try to stay calm and approach the situation with empathy
...
Seek professional help: If needed, consider seeking the help of a therapist, coach, or
counselor who can provide additional guidance and support as you work to increase your
self-awareness and modify your responses
...

By following these steps, one can become more self-aware and learn to modify your responses,
leading to better relationships and outcomes in your interactions with others
...
If
they don’t like something or feel hurt or angry, they don’t usually hide those feelings
...
Sometimes, however, we may not be clear about our own intent and attitude as we
communicate, nor are we aware of the message that we are conveying to others
...
It is the ability to identify our
intent and attitude as we communicate with others
...

We all do this sort of thing, and there is no need to “judge” these behaviors—but it may be useful
to be aware that we often communicate much more than the words we are speaking
...
We all know people who go overboard and seem too intent on
displaying their superior status
...

We all share these life events with some family or friends, but some people don’t seem to censor
what they say or to whom
...

•Garnering attention for yourself when someone else is getting attention
Have you ever started telling someone about your vacation or something clever your child or
grandchild did only to be cut off by that person who would rather speak about her own trip or his
own children rather than listen to you? We often refer to this as oneupmanship—a kind of “I can
match that and go one better!’’ What is the intent behind the words in that situation?
•Making the other person feel a certain way—stupid, unnecessary, a fool, behind the times, out
of the loop, unattractive
We all knew someone like this in junior high school—often it was a bully
...
The people who are still doing this as adults, however-and they are doing it in
offices, in hospitals, in universities, in any place you can think of--people with this behavior can
improve their self-awareness to learn more effective ways of gaining self-esteem “while also
finding more satisfaction in relating to others
...

All of this adds up to the idea that knowing the intent and attitude behind what you say to others
is an important part of Awareness of the Self—and just one of the ways you can enhance your
level of Emotional Intelligence in this dimension
...


Assignment
Below are several suggestions for improving your self-awareness
...

Instead, choose one or two that appeal to you
...

1
...
It’s not always easy to identify what you are feeling, especially if you experience more
than one emotion--anger and love for a wayward teenager for example,
...

2
...

Try out your powers of observation! Take close notice of how the other person’s facial expression
and body language change as you are speaking
...
Or looking more directly at the
person as you speak
...
Ask a trusted colleague to be a “shadow coach” to observe you and then give you constructive
feedback about your interactions, your facial expressions, and your body language

...
Hiring a coach or just asking someone you trust to observe you in meetings, for
example, can provide you with new information about how your words, expressions, behaviors,
and decisions affect the people you work with every day
...
Participate in a 360-degree feedback survey with your colleagues, boss, and direct reports to
compare how you perceive your behavior and actions with how others perceive those same
behaviors and actions

...
Do others feel that you have what

it takes to be a leader? Are you an empathetic listener? Do you seem indecisive to those around
you? Can people trust you to do what you what you say you will do?
5
...

What do your facial expressions, your body language, and your voice say about you when you
speak at a meeting, during a discussion, or presenting at a conference? Be your own helpful
observer and critic as you watch a video of your rehearsal
...

6
...

Being aware of what you are feeling as you are feeling it is the first step to being able to manage
that feeling
...
There are over 3000 words in the English language to
describe feelings--but we use so few of them!”
7
...

Taking the time to list your values for “the next chapter” (that can be six months, six years,
however you define it) can help you gain clarity around what is really important to you
...

8
...
Knowing and
using your strengths can be just as important as improving upon those areas where you could
improve
...


Managing Emotions – 90 minutes
Through the segments covered above, we have gotten a deep insight as to what emotional is
...

Tell participants that it is this universal need of humans to feel a certain way (Happiness?
Equanimity? Safety?) that brings us to the concepts of Emotional Intelligence
...

It is not within our purpose here to delve into either the way people respond to extreme
circumstances (famine or war, for example) or to study the pathologies of human behavior
(clinical depression or obsessive-compulsive disorder, for example)
...

We’ll talk about some “hot button” triggers and issues in a few minutes, but let’s consider first
some general guidelines for managing feelings
...
If
the feeling you have is a pleasant one (joy, gratitude, inspiration, love, generosity), you probably
don’t need to do anything but enjoy it! This list of suggested steps is for those times when
something comes up and you do not have a pleasant feeling:
1
...

2
...
Write it down or talk to
someone about it if appropriate
...
It the feeling is intense, you may want to take some immediate action: breathe deeply, go for a
walk or do some exercise, play music that is soothing to you, drink water, write, look for humor,
change the way you talk to yourself, count backwards from fifty, go outside
...
When you are calmer and can take some time for reflection, ask yourself: What is the price I
pay for feeling this way? What can I do to feel differently?
It is important to remember that there may be times when it is not possible to manage your
feelings—or at least not manage them well
...

Tell participants that managing emotions is not magic, nor is it a quick fix
...
Emotions are neither “more nor less intense in our
eighties than when we were eight or eighteen
...
”
AMYGDALE HIJACK AND HOT BUTTONS
Sometimes, no matter how emotionally intelligent you are, you may experience an “amygdale
hijack
...
You are in a meeting with your executive team
about to make a significant decision to head off a catastrophe
...
You begin to feel anger—and then rage! You can feel
the blood rising to your face
...
The amygdale is not the only
structure involved in emotion, but it can take over the rest of the brain in a millisecond if we feel
threatened
...
They are the triggers for an
amygdale hijack
...
It feels like you are cornered, you focus on one small aspect
of what is happening, and you are likely to say things that are less than helpful, or you may simply
clam up, afraid to hear what could come out of your mouth
...

Sometimes you know immediately that one of your hot buttons has been pushed, but sometimes
you may know that you feel bad but are not quite sure why
...

Do any of the following leave “you feeling angry or upset?
A person who
...
Do you recognize the amygdale hijack in any situations that you have been in? Have you
experienced this phenomenon? Have you observed it in someone else? Identify 3 stories

2
...
If
participants have a close bond, the facilitator can allow other batch mates to add any other
interesting hot buttons of the specific individual
...

2
...

4
...


Condescension and lack of respect
Being treated unfairly
Being unappreciated
Feeling that you’re not being listened to or heard
Being held to unrealistic deadlines

Inform participants that they can learn to manage these hot button situations so that they don’t
feel hijacked by their own emotions
...
)
Talk yourself out of the hijack—reason with yourself and challenge the “story” that you
are telling yourself
Apply empathy—imagine yourself in that person’s position
Take time for meditation or relaxation exercises
Replace anger with curiosity
Observe your reactions as if you were outside yourself

Finally, the most important thing, APPLY CURIOUSITY
“All of us make up stories to explain why something has happened or why another person
behaves in a certain way
...
Often, they are not! Those stories
are what can lead to our hot buttons being pushed
...

In the following exercise, participants have an opportunity to practice one technique for managing
hot buttons: replacing anger with curiosity, and becoming more aware of the stories we tell
ourselves
...

Explain to the participants that by eliminating the effects of the hot button-- the fight or flight
response--they will be able to think more clearly to resolve the situation
...
Rather, use curiosity to better
understand what is causing that other person to behave badly--and then use logic and cognitive
abilities to calmly take action to resolve the issue
...
The importance of resilience to meet both everyday and extraordinary crises
2
...
How to increase resilience
Experts say that resilience is a crucial aspect of emotional intelligence
...

It is the gentle, invisible hand at our back pushing us up the steep and difficult pathway
...

Resilience—actually the resilience of people—is also what fuels great teams and organizations,
which are able to learn from the down times, the failures, and the setbacks to move forward
toward greater success and fulfillment
...
In the
Success Model, they are combined in a dimension called Resilience
...

The American Psychological Associate defines resilience as “the process of adapting well in the
face of adversity, trauma, tragedy, threats or even significant sources of threat
...

COPING WITH INTERNAL AND EXTERNAL CHALLENGES

Resilience is what fuels an individual’s day-to-day motivation as he or she encounters internal
changes—joy, sadness, boredom, love, intellectual curiosity, and anger to name just a few
...
These inevitable changes as well as “Unexpected Life Events” (ULEs) are more
successfully handled if an individual is flexible, optimistic, and prepared to cope with and learn
from disappointments and setbacks
...

If we are resilient, we are also better equipped to reach out to those who are suffering or in pain
...
In other words, from the reservoir of our own resilience, we can
reach out with compassion for other beings
...
He calmed himself a bit, put the paper away, and made a promise to himself
to work harder than ever in the course and give it his best shot
...
After taking a couple days to recover and regain her confidence, she began applying to
other positions
...

SCENARIO: When she places fourth in the tennis tournament for the third time, Jawed angrily
blames the referees for bad calls, the hot weather for sapping her energy, and her opponents for
having more time to practice
...

Explain to the participants, that is is normal to find our-selves in such a situation
...
This mean having a general optimistic attitude, being
positive yet critical of what else can be done
...
Adversity:

Write down whatever it is that you don’t much want to do or something or someone that
happened to cause you to react
...
Belief:
Write your thoughts about the annoyance or person (not your feelings, which will go under
“consequences
...
Consequences:
Record your feelings and what you did—how you reacted when the adversity happened
...
Disputation:
Argue with your own beliefs
...
Think of any
evidence you can that will dispute your beliefs
...
Energization:
If your “dispute” works, you should be able to go in a new direction with different feelings about
the “adversity” that you face
...

Belief:
Why can’t the crew I’ve got do what they’re supposed to do? I’ve shown them all they need to
know, but they keep messing it up
...

Now my boss is complaining
...

Consequences
I feel really angry and annoyed at my whole section, and I want to call them all into my office and
chew them out
...
I want to avoid my boss
until we get back on schedule
...
But I’ve got several new recruits, and it will take
time for them to learn to do it right and work up to speed
...
I’ve given them all the right instruction, but it still takes time
...
I haven’t done anything that’s basically
wrong
...
I’ve explained all this to my boss, and he knows it’s true—he hasn’t told
me to try anything different
...
They’re
not going to let up, so neither is he
...
At the same time, I’ll keep working on the crew, motivating, encouraging, and
pushing, and see if there’s any way I can get the old hands to help
...
In fact, now I can discuss the situation with them calmly
and with an open mind
...
Also, instead of avoiding my boss, I will meet with him to give him a progress
report and answer any questions he may have
...
Give time for participants to understand this model
...
According to the theory of emotional
intelligence, individuals who are motivated to develop their emotional intelligence are more likely
to be successful in doing so
...
Goleman suggests that individuals who are motivated to understand and
manage their emotions are more likely to engage in self-reflection and seek out opportunities for
growth and development
...
Caruso and Peter Salovey, highlights the role of
motivation in emotional intelligence by suggesting that motivated individuals are more likely to
engage in behaviors that develop their emotional intelligence, such as seeking feedback from
others, engaging in self-reflection, and practicing mindfulness
...
They drive individuals to act based on their own internal desires and
motivations
...
Personal Interests: A person's personal interests and passions are a strong internal
motivator
...

2
...

Having a clear sense of what they want to achieve can drive individuals to work towards
their objectives
...
Personal Growth: People are motivated by the desire to grow and improve themselves
...

External motivators, on the other hand, are external factors that influence an individual's
behavior
...
Examples
of external motivators include:
1
...


2
...

3
...

4
...

Internal motivators tend to be more sustainable and provide a deeper level of motivation
compared to external motivators
...
Supervisor and ARGMs can use a combination of
both internal and external motivators to create a more motivated and productive workforce
...

We often come across those days when the entire team is just "not feeling good
...
When delegating feels
authoritative and conversations need to be had, be considerate of each other’s tone
...

The following activity will allow the participants to come together, gather motivation, define
those external drivers that play a role in unifying and uplifting those around us, and redefine their
purpose of being part of the KFC team
...
The Mood
Memory Connection Theory is a psychological theory that suggests that our emotional
experiences and memories are closely linked and can influence each other
...
The amygdala plays a key role in regulating our emotional responses and storing
emotional memories
...
For example, if we associate a certain song with a happy moment in our lives, listening to
that song can bring back those positive feelings and improve our mood
...
For instance, if we listen to
a song and feel happy, we are more likely to associate that song with happiness in the future,
which in turn makes us more likely to feel happy when we hear it again
...
Studies have
shown that music can have a direct impact on the brain and trigger the release of moodenhancing chemicals such as dopamine and endorphins
...


Hence it explains why certain sounds can instantly lift our mood and connect us to positive
memories
...
Understanding
this theory can help us recognize the power of sounds in influencing our emotions and mood, and
can be useful in creating positive, uplifting experiences in our daily lives
...


The Activity
•

Divide the participants into 4 groups
...
In addition, they also have to create a unique and catchy
tune using the instruments that have been provided to them
...

Round 2 (20 minutes)
Merge the teams to create two larger groups
...

By the end of this round, there will be 2 jingles in the room
...
The
aim of these last 20 minutes is to come together to create 1 jingle that represents this
group and complements the jingle
...

Once the time has run out, the facilitator will record the final product that has come from
this activity and declare it as the KFC jingle for this class
...

In addition, this activity is a creative and engaging way to bring participants together and
improve team bonding
...
The use of music and sounds to lift moods
and connect to memories is a unique and effective way to improve employee morale,
motivation, and well-being
...

In the branch, the Mood Memory Connection Theory can be applied to improve
emotional intelligence and motivation of employees
...
They are as follows:
1
...
By incorporating sounds and music
that connect participants to positive memories, the activity encourages the development
of emotional intelligence in the workplace
...
Team Bonding: The activity promotes team bonding by bringing participants together to
create music as a group
...

3
...
By working together to
merge individual jingles into one final product, participants must also engage in problemsolving to resolve any differences and create a cohesive result
...
Communication and Collaboration: The activity emphasizes the importance of clear and
effective communication and collaboration in order to successfully complete the task
...

5
...
This type of work environment can improve employee morale, motivation, and
overall well-being
...

Explain the following to the participants and conclude the segment:

Emotional intelligence has a significant impact on motivation, as it is closely tied to an individual's
ability to understand and regulate their own emotions, as well as the emotions of others
...
As discussed before, individuals with high
emotional intelligence tend to be more driven and motivated to achieve their goals
...
Increased Energy: By creating a jingle that connects participants to positive memories, the
activity has the potential to increase energy levels, making participants feel more
motivated and energized to work
...
Positive Work Environment: The creation of a positive and uplifting work environment can
increase employee morale, motivation, and overall well-being, leading to a more
motivated workforce
...
Collaborative Effort: The activity promotes collaboration and teamwork, which can
increase motivation by providing a sense of accomplishment and fulfillment
...

4
...
This can increase motivation
by providing a sense of pride and satisfaction in their achievements
...
Improved Emotional Regulation: By connecting participants to positive memories, the
activity helps to regulate emotions and improve overall mood
...




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