Lesson 2: Emotional Intelligence Basics (Understanding Emotions)
Objective: Introduce the idea of emotional intelligence: understanding and managing emotions at work.
Key Points (in simple terms):
- Know how YOU feel (angry? stressed?)
- Understand how the customer feels (upset? confused?)
- Don’t react — respond calmly
- Take a pause when needed
Emotional Triggers in Customer Service:
- Being blamed for something
- Being shouted at
- Being rushed or interrupted
Tips:
- Breathe before answering
- Say to yourself: “Stay calm. Help first.”
- Smile to reset your tone
Activities:
- 🧠 Emotion check-in: “How do you feel when…?” (Scenario cards)
- ✍️ Write a polite reply to a rude message (using calm and control)
- 🎬 Video example: Agent gets angry vs. agent uses emotional control
