Client: Alko Inc.
Training: Emergy® WORKPLACE emotional skills training for the workplace
Goal: Strengthening emotional skills and fostering a culture of open dialogue
A pilot group from across Alko’s organization participated in the Emergy® WORKPLACE training. With specialists, team leaders, internal trainers, and store staff involved, the diverse mix provided a strong foundation for meaningful exchange and collective learning.
“The training offered new perspectives and sparked curiosity”
Sanna Puumalainen, Customer Experience Manager, explains that the goal of the emotional skills training was to strengthen Alko’s already strong internal culture and to make emotional skills a permanent part of their learning offering:
“There wasn’t a major challenge or crisis we were facing – we simply wanted to deepen our existing culture and increase awareness of how emotional climate and human interaction matter. The training brought fresh perspectives to workplace interaction and clearly sparked curiosity among participants.”
Long-time store employee and internal trainer Perttu Turpela also gained new insights. He found the training offered an unusually broad set of practical tools that supported both his own actions and communication with others:
“Previously, I might have reacted emotionally to difficult situations. Now I’m better at pausing and considering what might be behind the other person’s emotions and behavior. I also learned ways to give corrective feedback more constructively.”
Peer sparring created structure and enriched learning
Participants appreciated the training’s broad and interactive approach. Especially meaningful was the peer sparring with assigned learning partners:
“The learning process had a clear rhythm. The sparring sessions helped maintain momentum and genuinely challenged us to reflect on the topics. Working in pairs also broadened my thinking – it was valuable to hear how someone else experienced the same situation differently,” Puumalainen shares.
The learned tools were adopted – and integrated into everyday work
Participants were eager to put the training tools into practice. They tested them in team meetings and everyday interactions with colleagues. One of the most impactful tools was micro-noticing:
“Micro-noticing was a true eye-opener for many. It helped people realize how even small gestures – like sincere thanks or expressing appreciation – can have a significant impact on team atmosphere,” says Puumalainen.
Another tool that found its way into daily use was the “self-disclosure,” which encouraged participants to express their emotional state openly yet constructively. It also highlighted the role of emotional communication and dialogue in creating an open and trusting conversational culture.
Emotional climate influences wellbeing and employer image
According to Turpela, the training had the biggest impact on his role as a Service Master in one of Alko’s stores:
“In this role, emotional skills are key when building a positive team spirit and guiding the group. Through the training, I’ve learned how to address difficult situations with empathy but also with firmness. The way you meet a person significantly affects how the situation unfolds – and what kind of feeling the interaction leaves behind.”
Turpela also emphasizes the importance of workplace emotional climate, especially in this current, uncertain world:
“When everything else feels unstable, the work community can become a vital source of strength. The emotional climate at work affects how people feel coming in – and how they feel leaving. It’s also important to understand that emotions are contagious, which is why it’s essential to articulate them constructively and handle them with skill.”
He notes that emotional climate doesn’t just shape daily team dynamics – it also strongly influences how the organization is perceived as an employer:
“We, of course, hope that seasonal employees return to us even after short contracts. If the workplace leaves a sense of being seen and a positive atmosphere, that plays a big role in whether they’ll want to come back.”
Insights for customer encounters
The impact of the training has extended beyond internal interactions. Emotional skills are now also being applied to customer-facing situations at Alko.
Both Puumalainen and Turpela agree that the training has increased awareness of people’s diverse reactions and provided concrete tools, particularly for navigating challenging customer situations. It has also strengthened customer service expertise overall – showing how even a brief interaction can create a meaningful and memorable experience through emotional connection.
Want to strengthen the emotional climate in your organization?
Emergy® emotional skills trainings bring practical tools and space for shared reflection into your work community.
Get in touch – let’s talk about how we can support your team!
