Emotional Intelligence At Work For F&B Managers

About This Course

In the fast-paced food and beverage industry, technical skills are essential—but emotional intelligence is what truly sets great managers apart. From handling high-pressure situations to building trust within your team, emotional intelligence helps you lead with empathy, clarity, and confidence.

In this course, you will learn:

• What emotional intelligence (EI) is and how it applies to the F&B workplace

• The importance of self-awareness and self-regulation in managing stress and staying composed

• How to recognise emotions in others and communicate with empathy

• Practical social skills that improve guest interactions and strengthen team relationships

• Ways to apply EI principles to improve service, collaboration, and leadership

• Real-life scenarios where emotional intelligence transforms guest and team outcomes

Each chapter includes a short quiz, with a final assessment at the end of the course. Successful completion earns a certificate demonstrating your knowledge of “Emotional Intelligence At Work For F&B Managers.”

Course Curriculum

5 Chapters

Chapter 1 - What Is Emotional Intelligence?

Defines emotional intelligence as the ability to recognise, understand, and manage one’s emotions and those of others. Shows how self-awareness and empathy shape leadership effectiveness in hospitality.

Chapter 2 - Self-Awareness and Self-Regulation

Covers how to recognise emotional triggers, manage reactions under pressure, and replace impulsive responses with thoughtful, intentional actions that maintain team morale and respect.

Chapter 3 - Empathy and Communication

Focuses on how empathy helps managers understand and respond to unspoken team or guest emotions. Provides communication checklists and examples of emotionally intelligent interactions.

Chapter 4 - EQ in Action

Demonstrates real-life hospitality scenarios—handling complaints, supporting staff, and resolving issues—showing how emotional intelligence can shape a team’s energy and guest experience.

Chapter 5 - Conclusion and Summary of Key Learnings

Reinforces that emotional intelligence is a daily leadership practice. Summarises key points: self-awareness, regulation, empathy, and communication as the foundation for calm, confident, people-first leadership.