Global

Emotional intelligence at work: Self-management, empathy and regulation

A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 10 details that are specific to your organisation.

See the live deckSee the full outline
Try the coursePreview the survey
Length
35 min
Lessons
6 lessons
Frequency
In a leadership development programme
Last reviewed
21 Oct 2026
Pause, name, choose: a routine for pressure
What would you do?

A customer raises their voice on a call about a late order

Try it: this is one of 20 interactive activities in the course.

What's included

Three pieces that work together

Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.

Self-paced course

Short lessons with real workplace scenarios, not walls of text.

  • 6 lessons, about 35 minutes
  • Scenario, sorting activity, process, tabs and quizzes

Live session deck

An AhaSlides presentation to run after the course, in person or online.

  • 10 slides
  • Quiz, word cloud, poll, scale slides
  • A closing slide for your contacts

Two surveys

Find out what landed, and whether people use it on the job.

  • Post-course feedback, about 2 minutes
  • 30-day check-in
  • Anonymous by default
  • Results feed your next refresher

Learning objectives

At the end of this course, learners can

Each objective and the lesson that covers it.

IDObjectiveSourceWhere it's covered
TO 169.0Achieve ≥ 80% on the final assessment-Whole course
SO 169.1Describe the four areas of emotional intelligence used in this course (self-awareness, self-management, empathy, relationship skills) and what each looks like at workBest practiceWhole course
SO 169.2Recognise your own triggers and early signals in a work situationBest practiceWhole course
SO 169.3Choose a regulated response in a pressured moment using a pause-name-choose routineBest practiceWhole course
SO 169.4Show empathy in a conversation with a colleague or customer without taking on their problem or promising what you cannot deliverBest practiceWhole course
SO 169.5Apply the skills in feedback, a sales or service call and a disagreement, and know where to find support + your infoBest practiceWhole course

Your part: what a template can't do for you

  • Your workplace details: fill in the 10 highlighted fields so the course describes your own policies, contacts and locations.
  • Records: record completion in your own LMS or record system.

Course outline

6 lessons, about 35 minutes

Minutes per lesson are an estimate, shared out by page count.

ContentInteractiveVideoYou customise
1

Why the same message lands so differently

3 pages

7 min
Before you beginNoteList
The email at 4.55 pmTextImage
What would you do?ChecklistKey factQuiz
2

The four areas of emotional intelligence

3 pages

6 min
The four areasTabsNote
Which area is it?Sorting activity
Myth or realityFlashcardsMatching quiz
3

Pause, name, choose: a routine for pressure

3 pages

6 min
The routineProcess
Spot your triggersAccordion
Try itScenarioQuizNote
4

Empathy in conversations with colleagues and customers

3 pages

6 min
Listening for the feelingTabsText
Say it betterSorting activity
CheckScenarioMulti-select quiz
5

Grey areas: feedback, sales and conflict

3 pages

6 min
Feedback without the stingScenarioQuiz
Sales and serviceScenarioSorting activity
Speak up and applyProcessYour infoYour infoYour infoNote
6

Your practice plan and final assessment

2 pages

4 min
Your next stepsProcessYour infoYour info
PracticeQuizKey factNoteButtonYour info

Live deck and surveys

10 slides to run live, two surveys to close the loop

Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.

ContentTitle, agenda, "this is about workplace skills, not diagnosis or treatment
Word cloudOne word for how a hard email makes you feel
PollWhen you feel pressure, what do you do first?
ContentThe four areas of emotional intelligence in four short lines; the pause, name, choose routine
QuizA customer raises their voice. Best first move? Match their volume · Pause and acknowledge the frustration ✔ · Say "calm down" · End the call
QuizThat sounds frustrating, let's look at what we can do" is… Empathy ✔ · Avoidance · A promise · Agreement
Content · customiseCustomise: our support" with {{HELP_CONTACT}}, {{WELLBEING_SUPPORT_CONTACT}}, {{ESCALATION_ROUTE}}
ScaleHow confident are you pausing before replying when you feel pressure?
Open-ended / Q&AA moment you wish you had paused
Content · customiseClosing {{HELP_CONTACT}}, {{SURVEY_2_URL}}, {{COURSE_URL}}
Post-course feedback: 11 questions, about 2 min
  1. Overall rating 5 stars
  2. Relevant, realistic, right length, helpful activities agree/disagree grid
  3. What was most useful? multi-select
  4. Confidence before this course, and now 1-5 scale
  5. The same four self-rating items as Survey 1 grid
  6. How confident are you showing empathy with a customer or colleague? 1-5 scale
  7. Which course should come next? ranking
  8. I feel I can say I am struggling without being judged. 1-5 scale
  9. One thing we should change or add open text
  10. Would you recommend this course? NPS
30-day check-in
  1. Have you used what you learned since the course? multiple choice
  2. How confident are you today? Compare with day 1 1-5 scale
  3. Do you know where to find workplace support at {{WELLBEING_SUPPORT_CONTACT}}? yes / no / not sure
  4. A moment where the training helped, or where you weren't sure open text
  5. Which topics should the next refresher focus on? ranking

Results show whether people use the training on the job, not just whether they finished it.

Make it yours

10 fields to fill in, and you're ready

Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.

  • The employee assistance, occupational health or HR wellbeing contact{{WELLBEING_SUPPORT_CONTACT}}
  • Help contact{{HELP_CONTACT}}
  • Policy link{{POLICY_LINK}}
  • Escalation route{{ESCALATION_ROUTE}}
  • Next course link{{NEXT_COURSE_LINK}}
  • LMS or record system{{LMS_OR_RECORD_SYSTEM}}
Show all 10 fields
  • Survey 1 URL{{SURVEY_1_URL}}
  • Survey 2 URL{{SURVEY_2_URL}}
  • Course URL{{COURSE_URL}}
  • Live session URL{{LIVE_SESSION_URL}}

FAQ

Common questions

Can I run emotional intelligence at work: Self-management, empathy and regulation training online?

Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.

How often is this training needed?

In a leadership development programme, at onboarding for customer-facing roles, and as an annual refresher for teams under pressure.

Who needs this training?

Managers, customer-facing staff, sales and clinical teams; run by L&D and leadership development teams.

What records should I keep?

Record completion in your own LMS or record system, so you can show who finished the course and when.

Can I edit the content?

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.

Related templates

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Last reviewed: 21 October 2026Templates are a starting point, not legal advice.

Ready to run it?

Open the live deck to see how the session runs alongside the course and both surveys.

See the live deck