Emotional & Social Intelligence bundle (3 Courses |6 PDCs)

Service-centered organizations rely on frontline employees to manage not only tasks, but emotions — their own and those of customers, clients, and the public. This ongoing requirement to regulate emotions in the course of work is known as emotional labor, and it is a core, often unspoken demand in retail, service, and contact center environments.

When emotional labor goes unrecognized or unsupported, organizations see predictable outcomes: burnout, disengagement, errors, absenteeism, and turnover. Addressing emotional labor is not simply a matter of resilience or individual coping — it requires organizational awareness, leadership understanding, and intentional support strategies.

This learning bundle is designed for leaders and HR professionals who support frontline, customer-facing teams. It centers emotional labor as a structural feature of service work, then builds the emotional and social capabilities needed to manage its impact more effectively.

Participants earn 6 SHRM Professional Development Credits (PDCs) while completing three courses:

Introduction to Emotional Labor

Develop a clear, evidence-based understanding of emotional labor in frontline service and contact center roles. Explore surface acting, deep acting, emotional dissonance, and their effects on well-being and performance. Learn how organizational choices, leadership practices, and support systems can reduce unnecessary emotional strain and create more sustainable service environments.

Developing Our Emotional Intelligence

Build the self-awareness and emotional regulation skills that help individuals respond intentionally under pressure, think clearly in high-emotion situations, and recover more effectively after difficult interactions.

Developing Our Social Intelligence

Strengthen interpersonal awareness, listening, and relationship-building skills that shape how emotions and behavior land on others — improving collaboration, communication, and trust across teams and roles.

Together, these courses move beyond individual skill-building to support organizational insight, leadership decision-making, and healthier service systems. The result is a more informed, human-centered approach to service work that balances operational performance with long-term sustainability.