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PSE-206 Emotional Intelligence & Professional Relationships

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PSE-206xtraLesson PublicCitizen-Centered Service ExcellenceBeginner
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About Course

Course Code: PSE-206

Pillar: Citizen-Centered Service Excellence

Course Overview: Public servants often work under pressure while supporting citizens, colleagues, supervisors, and partner institutions with different needs and expectations. Emotional intelligence helps them remain self-aware, composed, empathetic, fair, and constructive in these interactions.

Learners develop self-management, social awareness, trust-building, relationship, and conflict-management skills while maintaining professional boundaries, accountability, and the standards expected in public service.

Learning Outcomes:

  • Explain the role of emotional intelligence in public service.
  • Recognize personal emotions, triggers, stress responses, and communication patterns.
  • Manage emotions professionally during pressure, conflict, and difficult interactions.
  • Demonstrate empathy and social awareness when working with citizens and colleagues.
  • Build professional relationships based on trust, respect, reliability, and fairness.
  • Handle disagreement and conflict with emotional control and constructive communication.
  • Strengthen teamwork, collaboration, and stakeholder relationships.
  • Develop a practical emotional intelligence and professional relationships improvement plan.

Target Audience: Public servants working with citizens, colleagues, supervisors, or partners, particularly frontline, citizen-service, complaint-handling, contact-centre, communication, policy, administrative, and team-leadership roles.

Course-specific Learning Experience: Learners engage through focused video overviews, audio deep dives, study guides, practical examples, reflection prompts, workbook activities, applied tasks, discussion activities, knowledge checks, and end-of-module quizzes. Activities use self-assessment, emotional triggers, empathy, relationship scenarios, conflict management, and reflection to strengthen professional interactions.

Course Structure: 5 modules / 20 lessons.

Special Feature: Every module concludes with a Putting It All Together audio deep dive that connects the key lessons and supports reflection and practical application.

Pathway Focus: Build self-awareness. Manage emotions. Strengthen professional relationships.

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Course Content

Course Introduction
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  • Emotional Intelligence & Professional Relationships
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Foundations of Emotional Intelligence in Public Service
This module introduces Foundations of Emotional Intelligence in Public Service within Emotional Intelligence & Professional Relationships. Introduce learners to emotional intelligence and explain how it supports professionalism, citizen-centered service, teamwork, leadership readiness, and public trust. Learners explore Understanding Emotional Intelligence, Emotional Intelligence and Public Service Professionalism, Emotional Intelligence and Citizen Trust, and Emotional Intelligence in Team and Stakeholder Relationships.

Self-Awareness and Self-Management
This module introduces Self-Awareness and Self-Management within Emotional Intelligence & Professional Relationships. Help learners understand their emotions, triggers, assumptions, stress patterns, and behavioral habits so they can respond professionally rather than react impulsively. Learners explore Recognizing Emotions and Triggers, Managing Stress and Pressure Professionally, Responding Instead of Reacting, and Personal Accountability and Emotional Discipline.

Empathy, Social Awareness and Citizen Relationships
This module introduces Empathy, Social Awareness and Citizen Relationships within Emotional Intelligence & Professional Relationships. Develop learners’ ability to understand others’ emotions, perspectives, needs, and concerns while maintaining professional boundaries and procedural fairness. Learners explore Understanding Empathy in Public Service, Reading Citizen and Stakeholder Needs, Communicating with Empathy and Respect, and Maintaining Boundaries While Showing Care.

Professional Relationships and Conflict Management
This module introduces Professional Relationships and Conflict Management within Emotional Intelligence & Professional Relationships. Help learners build constructive relationships with colleagues, teams, supervisors, citizens, and stakeholders while managing disagreement, conflict, and tension professionally. Learners explore Building Trust-Based Professional Relationships, Managing Workplace Disagreement Constructively, Handling Conflict with Emotional Control, and Repairing Relationships After Difficult Interactions.

Strengthening Relationship-Centered Public Service
This module introduces Strengthening Relationship-Centered Public Service within Emotional Intelligence & Professional Relationships. Enable learners to apply emotional intelligence and relationship skills to team collaboration, stakeholder engagement, service culture, leadership readiness, and continuous professional development. Learners explore Team Collaboration and Emotional Intelligence, Stakeholder Relationships and Public Service Outcomes, Emotional Intelligence for Service Culture, and Emotional Intelligence and Professional Relationships Action Plan.

Learning Resources
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