Activating Your Emotional Resources
Manage your emotions as a performance lever. Transform your emotional intelligence into a sales and relational asset.
They trust us to train their teams
Why activate your emotional resources?
In customer relations, emotions are omnipresent. Poorly managed, they can deteriorate the relationship and impact your performance. Well channeled, they become a true lever for success.
Understand your emotional functioning
Identify your key emotions in customer situations using the emotional SWOT. Analyze your strengths and vulnerabilities to better know yourself and adopt concrete regulation levers.
Adapt your posture to each interlocutor
Discover the 8 personality profiles and learn to adapt your speech and behavior. Anticipate reactions to create a fluid and constructive relationship with each customer.
Manage stress and maintain motivation
Identify your internal and external sources of stress. Implement effective regulation reflexes and activate your resource motivations to stay performant even under pressure.
Learning Objectives
At the end of this training, you will be able to:
- Identify your key emotions and their impacts in customer situations
- Analyze your emotional strengths and vulnerabilities with the emotional SWOT
- Adapt your posture according to the 8 INC personality profiles
- Activate your resource motivations to strengthen confidence and performance
- Implement stress regulation reflexes
Target Audience
This training is for: Sales representatives, Customer service representatives, Managers, and any professional in contact with customers
Program
Before the Training
- Complete a self-assessment on your emotional state in customer relations
- Bring concrete examples of emotionally challenging situations
During the Training
Emotions in customer relations: characteristics and impacts (Emotional SWOT)
- Identify key emotions in customer situations
- Analyze your emotional strengths and vulnerabilities
- Adopt concrete levers to channel your emotions
Personality profiles in customer relations (8 INC profiles - Institute of Neurocognitivism)
- Understand the 8 behavioral profiles
- Adapt your posture and speech
- Anticipate reactions
Different types of motivations and their daily impact
- Identify deep motivations
- Differentiate rational and emotional motivation levers
- Adjust your sales approach
Resource motivations: identify and activate
- Recognize your own sources of lasting motivation and energy
- Learn to activate them to strengthen confidence and performance
- Maintain a high level of involvement, even in pressure phases
Stress factors for sales and customer service representatives: prevent and soothe
- Identify internal and external sources of stress in customer relations
- Implement regulation reflexes (breathing, recentering, stepping back)
Teaching Methods
- Theoretical and methodological contributions
- Practical exercises and role-plays
- Work on your real cases
- Personalized feedback from the trainer
The specialist in sales and customer relations for 20 years
100+ programs designed by our instructional engineers and led by 40 field specialists.
Frequently Asked Questions
Why is it important to manage emotions in customer relations?
Emotions directly influence the quality of our interactions. In customer situations, knowing how to identify and channel them helps maintain a professional posture, better manage stress, and create lasting trust relationships.
Who is this emotional resources training for?
This training is for all professionals in contact with customers: sales representatives, customer service representatives, managers, and anyone wishing to better manage their emotions to improve relational effectiveness.
What concrete tools are taught in this training?
You will learn the emotional SWOT, the 8 INC personality profiles, stress regulation techniques (breathing, recentering), and methods to identify and activate your resource motivations.
How does the practical implementation work?
80% of the training is devoted to practice. You will work on your own real-life situations, with role-play exercises and personalized feedback from the trainer to anchor the learning.
Is this training eligible for OPCO funding?
Yes, KESTIO is Qualiopi certified. This quality certification enables funding of our training programs by OPCO. Contact us to get a personalized quote and coverage terms.
Request a Quote
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Contact us directly
Our team is available to answer all your questions about this training.
Hours: Monday - Friday, 9am - 6pm (CET)