Although there is a lot of hype around the term Emotional Intelligence (EI), it is very little understood let alone practiced. EI is the ability to harness emotions effectively and therefore low emotional intelligence triggers negative emotions and hostility leading to behaviour that provokes a negative working environment. Emotional intelligence has moved from “nice to have” to “need to have”. Improvement in services require professionals to evolve from emotional unawareness to emotional intelligence. This will not only benefit the professional, the team, and the wider organisation but, most importantly, has the potential to improve customer services. This course will help develop sensitivity and a new understanding of the emotional dimension in the workplace. Delegates will learn the skills to relate more effectively to others so that they contribute better to organisational success.