Emotional Intelligence and Soft Skills for the Hospitality Industry
HFT 3006 Syllabus
This experiential course will cover seven soft skills: teamwork, communication skills, problem solving skills, conflict resolution, work ethic, flexibility/adaptability, and interpersonal skills.
No prior knowledge related to the content of this badge is necessary.
To receive this badge, you must pass all assessments and quizzes related to the badge with an 80% score or better. At the end of the semester, you will need to create an account with Credly to retrieve your digital badge. This badge can be placed on your resume as well as your LinkedIn profile. For any questions regarding the badges, feel free to send an email to email@example.com.
Understanding Emotional Intelligence will give you the skills and competency in emotional intelligence.
After taking this course, you will have a better understanding of the main emotional intelligence concepts related to personal and social awareness, self-management, and relationship management. You will be able to identify and manage emotions; identify negative beliefs and self-talk; listen empathetically, and better manage relationships.
Emotional intelligence (EI) is critical for both your personal and professional growth. It is increasingly recognized as a skill leading to personal well-being, self-management, effective communication, problem-solving, and the ability to work with others. Studies show that the most effective leaders have high levels of emotional intelligence.
You will learn emotional intelligence concepts related to personal and social awareness, self-management, and relationship management. You will also learn strategies to recognize and manage emotions, identify negative beliefs and self-talk, listen empathetically, and manage relationships. Upon completion of this micro-credential, you will be able to:
·Identify and describe emotions, discuss the fight or flight response, describe strategies for combatting it.
·Discuss the four attributes of empathy, identify responses that help create empathy, demonstrate empathetic strategies in conversation.
·Identify negative beliefs and self-talk, apply the ABC strategy to challenge irrational beliefs, describe strategies for mindful use of technology.
·Apply win-win problem solving to a real-life problem; describe strategies for effective teamwork; discuss strategies for influencing and managing change.
·Develop an Emotional Intelligence Self-Improvement Plan that identifies your strengths and weaknesses and describe how the EI skills apply to your major and career of interest.
There are no prerequisites for this course.
Course participation is required. Attendance will be factored into the final grade.
Course Description and Purpose
This course will help students develop character traits and interpersonal skills associated with high emotional intelligence to improve work relationships with others.
Please review the FIU's Policies webpage. The policies webpage contains essential information regarding guidelines relevant to all courses at FIU, as well as additional information about acceptable netiquette for online courses. For additional information, please visit FIU's Policy and Procedure Library.
As a member of the FIU community you are expected to be knowledgeable about the behavioral expectations set forth in the FIU Student Conduct and Honor Code.
Technical Requirements and Skills
One of the greatest barriers to taking an online course is a lack of basic computer literacy. By computer literacy, we mean being able to manage and organize computer files efficiently and learning to use your computer's operating system and software quickly and easily. Keep in mind that this is not a computer literacy course, but students enrolled in online courses are expected to have moderate proficiency using a computer. Please go to the What's Required webpage to find out more information on this subject.
Please visit our Technical Requirements webpage for additional information.
Accessibility and Accommodation
The Disability Resource Center collaborates with students, faculty, staff, and community members to create diverse learning environments that are usable, equitable, inclusive, and sustainable. The DRC provides FIU students with disabilities the necessary support to successfully complete their education and participate in activities available to all students. If you have a diagnosed disability and plan to utilize academic accommodations, please contact the Center at 305-348-3532 or visit them at the Graham Center GC 190.
For additional assistance please contact FIU's Disability Resource Center.
Web Accessibility Statements for Partners and Vendors
Please visit our ADA Compliance webpage for additional information about accessibility involving the tools used in this course.
Academic Misconduct Statement
Florida International University is a community dedicated to generating and imparting knowledge through excellent teaching and research, the rigorous and respectful exchange of ideas, and community service. All students should respect the right of others to have an equitable opportunity to learn and honestly demonstrate the quality of their learning. Therefore, all students are expected to adhere to a standard of academic conduct, which demonstrates respect for themselves, their fellow students, and the educational mission of the University. All students are deemed by the University to understand that if they are found responsible for academic misconduct, they will be subject to the Academic Misconduct procedures and sanctions, as outlined in the Student Conduct and Honor Code. Academic Misconduct includes:
Panthers Care & Counseling and Psychological Services (CAPS)
If you are looking for help for yourself or a fellow classmate, Panthers Care encourages you to express any concerns you may come across as it relates to any personal behavior concerns or worries you have, for the classmate’s well-being or yours; you are encouraged to share your concerns with FIU’s Panthers Care website.
Counseling and Psychological Services (CAPS) offers free and confidential help for anxiety, depression, stress, and other concerns that life brings. Professional counselors are available for same-day appointments. Don’t wait to call (305) 348-2277 to set up a time to talk or visit the online self-help portal.
This course will serve to embrace the diversity and inclusivity found within Florida International University. We appreciate and respect diversity, equality, equity, cooperativeness, community, and sustainability within our online courses. We are committed to the ongoing education of our students and their participation within the course regardless of gender, ethnicity, age, sexual orientation, geographical location, religion, and disability. We strive in encouraging collaboration by preparing our students to value the differences in others. At the core of our intentions is the encouragement of acceptance and appreciation of differences within our student population and community.
There are no prerequisites for this course.
Textbook and Course Materials
Communication for the micro-credential will take place via the Canvas Inbox. Check out the Canvas Conversations Tutorial or Canvas Guide to learn how to communicate with me and peers using Announcements, Discussions, and the Inbox. I will respond to all correspondences within 24 to 48 hours.
Class Participation / Attendance
Students are required to attend all class sessions and arrive promptly at the beginning of each class session. Students missing more than two hours of class time will not pass this class.
Cell phones are prohibited during class.
1: Watch: Increasing Your Feelings Vocabulary: https://www.youtube.com/watch?v=6SjLNLXxwHs
Assignment: examine your feelings this week and write up the answers to Ms. Mage's four questions: (5 pts)
2: Communication Skills: Empathy and Listening Skills.
Assignments: watch NVC video; Brene Brown on empathy, demonstrate empathy and listening skills. (15pts)
3: Managing Difficult Conversations
Title: Difficult Conversations: How to Discuss What Matters Most; Authors: Stone, Patton, Heen
Assignment: Analyze conversation and identify what happened conversation, the feelings conversation, and the identity conversation. (5 pts)
Complete a win/win problem solving solution to an ongoing problem. (10 pts)
Assignment: Using the assessment from The Five Dysfunctions of a Team, identify team dysfunctions and recommendations for overcoming the problems. (10 pts)
5: Personal Skills
Self-awareness, emotion management, tolerance of change and uncertainty, taking criticism, self-confidence, adaptability, empathy, vulnerability.
Assignment: Review Brene Brown on vulnerability; identify self-defeating beliefs (10 pts) identify strength and liabilities after review of Personality Profiles (5 pts); Try-on new behaviors/thoughts for positive change. (10 pts)
6: Positive Psychology, Enthusiasm, Resiliency.
Assignment: Shawn Achor’s video including daily gratitude writing and daily email acknowledging someone else. (10 pts)
7: Attendance (10 pts).
Assessments for the EI badge
All assignments related to the EI badge will be conducted online. Communication for the micro-credential will take place via the Canvas Inbox.
The requirements for the EI micro-credential has five assessments and four quizzes:
·Emotional Self-Awareness Reflection (short written assignment of approximately 300
·Self-Management Takeaways (short written assignment of approximately 300 words)
·Demonstrating Social Awareness (recorded video conversation with one classmate; 7-10
·Demonstration Relationship Management (recorded video small group brainstorm with 3-
4 classmates; 20 minutes)
·Professional Development Plan: Final Draft (written assignment; approximately 600
The four quizzes (5 questions each) are within the first four modules.
Few things that you should note;
·Assessments are open from the beginning to the end of the course.
·You have three opportunities to take each quiz.
·You will be able to see the results immediately after the quiz
·You will only see the total score upon submission.
In order to receive the digital badge, you must pass ALL quizzes and assessments with an
80% passing rate and above.
1. Module 1 – Self-Awareness
a. Quiz – Self-Awareness Quiz
b. Assessment – Emotional Self-Awareness Reflection
2. Module 2 – Self-Management
a. Quiz – Self-Management EI
b. Assessment – Self-Management Takeaways
3. Module 3 – Social Awareness
a. Quiz – Social Awareness EI
b. Assessment – Demonstrating Social Awareness
4. Module 4 – Relationship Management
a. Quiz – Relationship Management
b. Assessment – Demonstration Relationship Management
5. Module 5 – Developing a Self-Improvement Plan
a. Assessment – Professional Development Plan: Final Draft
b. Post-Badge Survey
Module 1 – Self-Awareness
Self-awareness is the ability to define what you are feeling, why you are feeling it,
and how you can effectively choose your response to the feelings that occur in everyday life. Increasing your self-awareness will help you better understand your typical reactions to life events and the underlying emotions that drive those reactions.
Module 2 – Self-Management
In self-management, we learn to use awareness of our emotions to choose our
responses to everyday life situations, helping us to actively choose what we say and
do. Through effective self-management, we can become aware of emotions as soon
as they start to arise, which puts us in a better position to manage them.
Module 3 – Social Awareness
Social-awareness is the ability to recognize and connect to emotions in others. A
focus of this module is empathy, the ability to see a situation from someone else’s
perspective and recognize what they are feeling. Empathy is one of the most
important ingredients for forging meaningful relationships.
Module 4 – Relationship Management
In Relationship Management, we apply the skills in self-awareness, self-
management, and social-awareness to improve our relationships and increase our
ability to work collaboratively, resolve disputes, and influence others. Focuses of this
module include win-win problem solving, effective teamwork and collaboration,
persuading, and managing change.
Module 5 – Developing a Self-Improvement Plan
In the final module, we reflect on what we've learned, assess our growing emotional
intelligence in the four areas (self-awareness, self-management, social awareness,
and relationship management), and make plans for further development. As a key
benefit of this final assignment, students practice persuading potential employers that
their developing skills in emotional intelligence might make them a valuable employee.
Students must complete all assignments, participate in the ropes course, and participate in all activities to earn a passing grade in this class. The assignment point value is as follows:
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