商务礼仪实务英语module_1_Project_2._Emotion_Management_情绪管理教材教学课件.ppt

商务礼仪实务英语Practice of Business Etiquette in English;;Task Two Recognizing Others’ Emotions;情商（EQ）的定义 由美国哈佛大学心理学教授丹尼尔·戈尔曼提出。 是个体的重要生存能力，是一种发掘情感潜能、运用情感能力影响生活各个层面和人生未来的关键的品质因素。 ;“情商”大致可以概括为五方面内容 情绪控制力 自我认识能力 自我激励、自我发展的能力 认知他人的能力 人际交往的能力 ;100％的成功＝80％的EQ＋20％的IQ ;; 聆听重于表达 尊重别人的隐私 勿太过于谦虚 敢于承认错误 不要过分牺牲自己去讨好别人 珍惜自己和别人的时间 ;用30秒选出一个你觉得最喜欢的？ ;1敏於思、易感型 2独立、不受局限型 3活泼外向型 4稳重和谐型 ;I. Lead in;II. Reading: Read the following passages and have a group discussion.;;What is emotion management? 2. What can you expect to learn in a training seminar? ;3. What are the benefits for individuals? 4. What are the benefits to organizations? ;Task One Managing Emotions 管理好自己的情绪;Emotional Intelligence in the Workplace;The Five Key Skills of Emotional Intelligence ;● ?Recognize and effectively use the nonverbal cues that make up 95%-98% of our communication process. In many cases, what we say is less important than how we say it or the other nonverbal signals we send out, such as eye contact, facial expression, tone of voice, posture, gesture and touch. ● ?Develop the capacity to meet challenges with humor. There is no better stress buster than a hearty laugh and nothing reduces stress quicker in the workplace than mutually shared humor. But, if the laugh is at someone else’s expense, you may end up with more rather than less stress.;● ?Resolve conflict positively. Resolving conflict in healthy, constructive ways can strengthen trust between people and diffuse workplace stress and tension. When handling emotionally-charged situations, stay focused in the present by disregarding old hurts and resentments, connect with your emotions, and hear both the words and the nonverbal cues being used. If a conflict can’t be resolved, choose to end the argument, even if you still disagree. ;● Realizing when you’re stressed. ● Staying connected to your internal emotional experience. ● Recognizing and effectively use the nonverbal cues. ● Developing the capacity t