Professional Documents
Culture Documents
1
This course is addressed to meet the employees' need to
perform their best at workplace. Firstly, a Training Need
Analysis (TNA) session has been conducted two weeks
before holding the course to "Aurora Company for
Designing Services/ Customer Services Department".
Through the TNA results, a gap between the employees
and clients was discovered and between the employees
and management too, which mainly related to
communication skills. So, this course was tailored to meet
their
requirements
for
improvement
regard
the
communication skills. It spots the light on one type of
communication skill "Emotional Intelligence", as it is a
required skill for everybody to manage their feelings at
work place. By solving the communication problem, those
customer service staff will be able to communicate with
the clients and the management accurately. This course
aims to perform knowledge and skills related to Emotional
Intelligence concept for the sake of the self and
organization development. By the end of this course; the
trainees were expected to be able to:
Make
their
own
definition
for
Emotional
Intelligence.
Figure out their emotions and express them.
Overcome their negative feelings at workplace.
Link the course outcomes with their workplace
daily routine and be EMOTIONALLY INTELLIGENT.
2.2
The course activities were structured in a sequence to be
from a simple level and gradually up to complex level. At
the beginning of the course, the trainees were asked to
give a definition for Emotional Intelligence but they could
not. So, they were asked to give a separate definition for
Emotion and another for Intelligence. Then by combining
the two definitions they were able to structure a definition.
Later on, they were asked to define the Emotional
Intelligence
components
(Self-Awareness,
SelfManagement, Social Awareness and Relationships
Management) and they did their best to answer. Then,
they were asked to give tips to avoid negative feelings and
how to deal with them if they occurred. Accordingly, the
trainees through the simple opening activity were able to
break the barriers and find solutions to their situations by
themselves.
1.1
According to the CIPD material, I was able to manage the
course from different aspects:
1. Environmental Aspect:
Insured that the class was well prepared with
flip-chart, white board, markers and draft
papers.
Insured that the data-show and the speakers
were working.
Asked the trainees if the lighting was suitable
for them.
Insured that the clock was working.
2. Individual Aspect:
Trainees were encouraged all the session to
interact and give their experience.
Based in the TNA that has been done for the
trainees; it showed that the majority of them
were Activists Learners, who tend to experience
anything by themselves. So, the session plan
was designed to meet their learning type. On
the other hand, the minority of Reflector
Learners, the video has been provided in the
slides to meet their tend to review to the
required information and reflect them on their
experience.
The course was relevant to their workplace
routine.
1.2
I was able to create a positive learning environment by
building a rapport with the trainees at the first stage.
Secondly, was by reflecting on Experimental Learning
Theory (Kolb Theory), David A Kolb (1939). Kolbs
experimental learning theory is a four stages theory which
combines experience, perception, cognition and behavior.
3.1
I was pleased to receive feedbacks from the trainees. The
majority were positive; like the following:
Adjust the lighting to suit the trainees.
Distributing draft paper before the trainees arrival
and conducting the session.
Introduce the Health and Safety in Bahrain Training
Institute and showing the assembly point.
Checking the environment.
The course was enjoyable.
Good and convince self-introduction.
Build a rapport with the trainees.
3.3
1. Be accurate in choosing videos to be presented
during the course. The video must be full of images
and less spoken information. It should be short and
straight to the point.
2. Be well prepared and be able to link the activities
outcomes to the trainees' career. Also, encourage the
trainees to engage more during the course and
giving more experiences from their workplace.