Communication Skills and Emotional Intelligence

A practical applied program that develops effective communication, emotional intelligence, active listening, empathy, constructive feedback, and conflict handling in professional and personal contexts.

Certificate Included

Expert-Led Training

Practical Learning

Enrollment Support

days

3 Days

Language

English / Arabic

Course Summary

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Start Date

Flexible / Always Available

Certificate

Accredited Certificate

days

3 Days

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Course Details

Overview

The Communication Skills and Emotional Intelligence course is an advanced applied training program designed to help participants master effective communication with others and understand and manage their own emotions and the emotions of others for personal and professional success. In the modern Saudi workplace, emotional intelligence has become a critical factor in building positive work relationships, resolving conflicts, leading teams, and improving job satisfaction.

The course moves participants from self-awareness to self-management, social awareness, relationship management, influence, coaching, conflict resolution, teamwork, active listening, constructive feedback, handling difficult customers, and building a personal development action plan.

Program design is applied and interactive, with workshops, simulations, case studies, self-assessments, and practical action plans matching the detailed Arabic source structure.

Objectives

Program Objectives

By the end of this course, participants will be able to:

Understand the five-component model of emotional intelligence and assess current strengths and development areas.
Apply effective verbal and non-verbal communication skills, including body language, tone, clarity, active listening, paraphrasing, questions, and feedback.
Manage emotions and reactions under pressure by identifying triggers, applying calming techniques, reducing stress, and handling anger and frustration.
Build empathy and social awareness by understanding the feelings and needs of others and offering appropriate emotional support.
Give and receive constructive feedback in a motivating and non-attacking manner and treat criticism as a learning opportunity.
Resolve conflicts with emotional intelligence by identifying conflict patterns, separating the person from the problem, and reaching mutually satisfactory solutions.

Target Audience

This training program is designed for the following target audiences:

Managers and team leaders at all levels who want to improve communication with their teams and build a positive work environment.
Customer service and sales employees who need to understand customer needs and handle difficult situations.
Human resources, training, and administration employees.
Recent university graduates who want to integrate quickly into the workplace.
Entrepreneurs and SME owners.
Anyone seeking to improve personal and professional relationships.

Competencies

Core Competencies

Emotional Intelligence Assessment (EQ)

Conduct a self-assessment based on the Goleman model, identify three strengths and three development areas, and prepare a personal development plan.

Active Listening Application

Conduct a conversation using active listening skills: listening without interruption, paraphrasing, asking open questions, summarizing emotions, and evaluating listening effectiveness.

Constructive Feedback Delivery

Write and deliver corrective feedback using the SBI model while maintaining a positive relationship and encouraging improvement.

Emotionally Intelligent Conflict Management

Analyze a real or simulated conflict, identify the underlying emotions, and propose resolution actions using cooperation and non-violent communication.

Anger and Stress Management Techniques

Use deep breathing, cognitive reframing, or time-out techniques to calm the self in a simulated anger-triggering situation and respond rationally.

Learning Journey

Program Outline

Day 1: Fundamentals of Communication and Emotional Intelligence (Self-Awareness)

Introduction to Communication

Defines communication as the exchange of information, ideas, and feelings between people. It covers verbal communication, non-verbal communication, communication barriers, cultural and language barriers, mental distraction, and the importance of communication in Saudi workplaces for trust, conflict reduction, productivity, and customer service.

Elements of Effective Communication

Explains the main elements of an effective communication process: a clear message, sender and receiver awareness, choosing the right channel, confirming understanding through feedback, respecting context, and using active listening as a foundation for effective interaction.

Introduction to Emotional Intelligence (EQ)

Introduces emotional intelligence as the ability to recognize, understand, and manage our own emotions and the emotions of others. It compares EQ and IQ and explains Goleman’s five dimensions: self-awareness, self-regulation, social awareness, relationship management, and self-motivation.

Self-Awareness

Explores emotional awareness, accurate self-assessment, and self-confidence. Participants practice emotion journaling, personal SWOT analysis, and a simplified EQ self-assessment to understand strengths, limits, and development areas.

Practical Workshop: Emotional Intelligence Assessment

Participants complete a 30-question self-assessment, calculate scores for the five EQ domains, identify the strongest and weakest domains, write one development goal, and build a 30-day action plan. Optional peer sharing is used for additional perspective.

Day 2: Advanced Communication Skills and Social Awareness

Active Listening

Defines active listening as using full attention to understand the speaker without interruption or judgment. It covers full attention, paraphrasing, open-ended questions, empathy statements, summarizing, and pair practice based on a difficult real-life conversation.

Body Language and Non-Verbal Communication

Covers facial expressions, eye contact, posture, gestures, personal distance, and tone of voice. Participants analyze silent video interactions and infer the nature of the conversation from non-verbal signals.

Empathy vs. Sympathy

Distinguishes empathy from sympathy and explains cognitive, emotional, and behavioral levels of empathy. Participants practice workplace empathy statements that show understanding, support, appreciation, and professional care.

Constructive Feedback

Explains the SBI model: Situation, Behavior, and Impact. Participants learn how to deliver positive and corrective feedback privately, calmly, and behaviorally, then write and present SBI feedback for practical scenarios.

Practical Workshop: Difficult Situation Simulation

A manager gives constructive feedback to an employee who is disappointed about not receiving a promotion. The exercise requires active listening, SBI feedback, empathy, and agreement on a six-month development plan.

Day 3: Relationship Management, Conflict Resolution, and Personal Development Plan

Emotion and Reaction Management

Presents techniques for managing anger and stress, including deep breathing, cognitive reframing, time-out, and healthy expression of feelings. Participants practice reframing three anger-triggering situations.

Emotionally Intelligent Conflict Resolution

Explains Thomas-Kilmann conflict styles: avoiding, accommodating, competing, compromising, and collaborating. The module emphasizes separating the person from the problem, focusing on interests, creating options, and using objective criteria.

Self-Motivation

Explains self-motivation as the ability to move toward goals despite obstacles. It covers internal and external motivation, grit, optimism, inspiring SMART goals, small steps, celebration of achievements, positive networks, and daily gratitude.

Personal Action Plan

Participants review EQ results, choose three communication or EQ skills to develop, define target behaviors, resources, actions, indicators, timelines of 30/60/90 days, and supporting people such as managers, colleagues, or coaches.

Comprehensive Case Study

Teams analyze a Saudi company suffering from low morale, interdepartmental conflicts, and customer complaints. They propose a three-month EQ development program, a three-hour workshop, morale initiatives, and KPIs to measure improvement.

Final Test and Review

Short objective questions review the key concepts of the three days: Goleman’s model, active listening, empathy, SBI feedback, conflict resolution, and self-motivation.

Enrollment Summary

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Communication Skills and Emotional Intelligence

Certificate Included

Expert-Led Training

Practical Learning

Enrollment Support

days

3 Days

Language

English / Arabic

Overview

Program design is applied and interactive, with workshops, simulations, case studies, self-assessments, and practical action plans matching the detailed Arabic source structure.

Program Objectives

By the end of this course, participants will be able to:

Understand the five-component model of emotional intelligence and assess current strengths and development areas.
Apply effective verbal and non-verbal communication skills, including body language, tone, clarity, active listening, paraphrasing, questions, and feedback.
Manage emotions and reactions under pressure by identifying triggers, applying calming techniques, reducing stress, and handling anger and frustration.
Build empathy and social awareness by understanding the feelings and needs of others and offering appropriate emotional support.
Give and receive constructive feedback in a motivating and non-attacking manner and treat criticism as a learning opportunity.
Resolve conflicts with emotional intelligence by identifying conflict patterns, separating the person from the problem, and reaching mutually satisfactory solutions.

Target Audience

This training program is designed for the following target audiences:

Managers and team leaders at all levels who want to improve communication with their teams and build a positive work environment.
Customer service and sales employees who need to understand customer needs and handle difficult situations.
Human resources, training, and administration employees.
Recent university graduates who want to integrate quickly into the workplace.
Entrepreneurs and SME owners.
Anyone seeking to improve personal and professional relationships.

Core Competencies