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Advanced Emotional Intelligence

Soft Skills / Professional Development

Last update
June 2026

Rating
4.8 (164)

Course Purpose

The course is designed to equip learners with advanced emotional intelligence competencies required to improve leadership effectiveness, workplace relationships, communication, resilience, ethical behaviour, conflict management, and team performance within diverse South African workplaces and communities.

The programme promotes self-awareness, empathy, cultural sensitivity, emotional regulation, and socially responsible decision-making in alignment with:

  • South African workplace ethics
  • Employment Equity principles
  • Diversity and inclusion practices
  • Occupational wellness
  • Professional conduct standards

Exit Level Outcomes (ELOs)

By the end of the course,learners will b eable to:

1. Demonstrate advanced self-awareness and emotional self-management.
2. Apply emotional intelligence principles in leadership and decision-making.
3. Manage interpersonal relationships effectively within multicultural South African environments.
4. Resolve workplace conflict using emotionally intelligent approaches.
5. Demonstrate empathy, resilience, and adaptability during organisational change.
6. Apply emotional intelligence to customer service and stakeholder engagement.
7. Promote psychological safety, inclusivity, and ethical conduct in teams.
8. Develop personal emotional intelligence growth and wellness plans.

Learning Assumptions

Learners should:
  • Possess communication skills at NQF Level 4 or equivalent.
  • Have workplace exposure or interpersonal engagement experience.
  • Be able to participate in reflective learning activities.

Course Modules

Module 1: Foundations of Emotional Intelligence 10 Hours

Learning Outcomes

  • Explain emotional intelligence concepts and theories.
  • Analyse the importance of emotional intelligence in South African workplaces.
  • Differentiate between emotional intelligence and cognitive intelligence.

Topic Elements

  • Definition of emotional intelligence
  • History and evolution of EI
  • Daniel Goleman’s EI framework
  • Emotional intelligence vs IQ
  • Components of emotional intelligence:
    • Motivation
    • Empathy
    • Self-awareness
    • Self-regulationSocial skills
  • Emotional intelligence in leadership
  • Emotional intelligence and workplace productivity
  • Emotional intelligence in Ubuntu philosophy
  • Emotional intelligence and Batho Pele Principles

Practical Activities

  • EIself-assessment questionnaire
  • Group discussion on emotional triggers
  • Reflection journal
  • Case study analysis

Assessment

  • Short quiz
  • Reflective report
  • Group presentation
MODULE 2: Self-Awareness Emotional Self-Management 15 hours

Learning Outcomes

  • Identify emotional triggers and behavioural patterns.
  • Apply techniques to regulate emotions effectively.
  • Develop emotional resilience strategies.

Topic Elements

  • Emotional awareness
  • Emotional triggers
  • Stress responses
  • Emotional hijacking
  • Mindfulness techniques
  • Self-control strategies
  • Managing anger and frustration
  • Workplace stress management
  • Mental wellness awareness
  • Burnout prevention
  • Work-life balance
  • Emotional accountability

South African Context Topics

  • Workplace pressure in public and private sectors
  • Trauma-informed emotional awareness
  • Socio-economic stressors affecting emotions
  • Gender sensitivity and emotional expectations

Practical Activities

  • Stressmapping exercise
  • Mindfulness practice
  • Emotional diary
  • Role plays

Assessment

  • Scenario-based assessment
  • Reflective journal
  • Peer feedback exercise
MODULE 3: Awareness Empathy and Social 12 Hours

Learning Outcomes

  • Demonstrate empathy in interpersonal interactions.
  • Recognise emotional cues in diverse environments.
  • Apply inclusive communication practices.

Topic Elements

  • Understanding empathy
  • Active listening skills
  • Non-verbal communication
  • Reading emotional signals
  • Psychological safety
  • Compassionate leadership
  • Diversity and inclusion
  • Cross-cultural communication
  • Bias and stereotypes
  • Emotional impact of discrimination
  • Respect and dignity in communication

South African Context Topics

  • Cultural diversityin South Africa
  • Language diversity and communication barriers
  • Ubuntu and community-centred relationships
  • Inclusion in multicultural workplaces

Practical Activities

  • Listening simulations
  • Diversity discussions
  • Empathy role plays
  • Group reflection activities

Assessment

  • Observation checklist
  • Communication role play
  • Case study analysis
MODULE 4: Emotional Leadership 15 Hours

Learning Outcomes

  • Apply emotional intelligence in leadership practices.
  • Build emotionally intelligent teams.
  • Improve employee engagement and morale.

Topic Elements

  • Emotionally intelligent leadership styles
  • Leadership and emotional contagion
  • Coaching and mentoring
  • Employee motivation
  • Trust building
  • Delegation and empowerment
  • Ethical leadership
  • Influence and persuasion
  • Accountability and transparency
  • Emotional intelligence in decision-making

South African Context Topics

  • Leadership challenges in South African organisations
  • Managing diverse teams
  • Labour relations sensitivity
  • Ethical leadership and governance

Practical Activities

  • Leadership simulations
  • Team-building exercises
  • Coaching conversations
  • Workplace leadership scenarios

Assessment

  • Leadership portfolio
  • Team project
  • Supervisor observation
MODULE 5: Conflict Resolution and Difficult Conversations 15 Hours

Learning Outcomes

  • Resolve workplace conflict constructively.
  • Facilitate emotionally intelligent conversations.
  • Apply negotiation and mediation techniques.

Topic Elements

  • Causes of workplace conflict
  • Conflict management styles
  • Emotional triggers in conflict
  • Difficult conversations
  • Negotiation skills
  • Mediation techniques
  • Assertive communication
  • De-escalation strategies
  • Workplace grievances
  • Emotional intelligence during disciplinary processes

South African Context Topics

  • Labour disputes
  • Diversity-related conflict
  • Workplace harassment and bullying
  • CCMA-related communication practices

Practical Activities

  • Conflict role plays
  • Negotiation simulations
  • Mediation exercises
  • Communication workshops

Assessment

  • Conflict management practical
  • Written assignment
  • Group facilitation activity
MODULE 6: Emotional Intelligence in Customer Service and Stakeholder Relations 10 hours

Learning Outcomes

  • Apply emotional intelligence to customer interactions.
  • Manage difficult clients professionally.
  • Build strong stakeholder relationships.

Topic Elements

  • Customer emotions and expectations
  • Emotional labour
  • Service excellence
  • Managing complaints
  • Emotional intelligence in sales
  • Professional communication
  • Relationship management
  • Stakeholder engagement
  • Emotional intelligence in virtual communication

South African Context Topics

  • Batho Pele Principles
  • Service delivery expectations
  • Public sector customer service
  • Community engagement practices

Practical Activities

  • Customer service simulations
  • Complaint handling exercises
  • Stakeholder engagement scenarios

Assessment

  • Customer service role play
  • Practical observation
  • Case study report
MODULE 7: Resilience, Adaptability and Change Management 10 Hours

Learning Outcomes

  • Demonstrate emotional resilience during change.
  • Adapt positively to organisational transformation.
  • Support others during uncertainty.

Topic Elements

  • Emotional resilience
  • Adaptability skills
  • Managing uncertainty
  • Coping mechanisms
  • Change management principles
  • Emotional responses to change
  • Motivation during change
  • Growth mindset
  • Workplace wellness programmes

South African Context Topics

  • Organisational restructuring
  • Economic uncertainty
  • Workplace transformation
  • Technological adaptation in the 4IR

Practical Activities

  • Resilience workshops
  • Change simulations
  • Personal resilience planning

Assessment

  • Personal development plan
  • Group presentation
  • Scenario analysis
MODULE 8: Personal Emotional Intelligence Development Plan 8 Hours

Learning Outcomes

  • Evaluate personal EI strengths and weaknesses.
  • Develop continuous improvement strategies.
  • Create workplace application plans.

Topic Elements

  • Personal EI profiling
  • Goal setting
  • Behaviour modification
  • Personal wellness planning
  • Continuous learning
  • Accountability systems
  • Workplace application strategies
  • Reflective practice

Practical Activities

  • Personal coaching sessions
  • Development planning
  • Reflective journaling

Assessment

  • Final portfolio of evidence
  • Personal EI development plan
  • Oral presentation
Enroll Now
  • NQF Level: 5
  • Duration: 5–10 days contact learning or 8–12 weeks blended learning
  • 15 - 20 credits

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Who it is for

  • Supervisors
  • Managers
  • Team Leaders
  • HR Practitioners
  • Customer Service Professionals
  • Educators
  • Healthcare Workers
  • Government Officials
  • Entrepreneurs
  • Community Leaders

Mode of Delivery

Online, in-person, Hybrid

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