Emotional Intelligence -

A Core Competency in HealthcareGeorge Anderson MSW, LCSW BCD

Emotional intelligence is a better predictor of

success in Leadership than IQ.

2

Objectives•Provide an overview of Emotional Intelligence Coaching in Healthcare Leadership.•Explain emotional intelligence and summarize how it can enhance a leaders’ self awareness, self-control, social awareness and relationship management.•Research shows that happy healthcare professionals lead to satisfied patients and good staff morale.

3

Daniel Goldman•Goldman popularized the EI concepts through his books (Emotional Intelligence: Why It Can Matter More Than IQ and Working With Emotional Intelligence) • Proposes six effective leadership styles to improve the climate and atmosphere of the workplace.• If Goldman’s strategies are applied to Healthcare, certain performance styles could be identified that better create employee and consumer satisfaction.

4

What Is Emotional Intelligence?

5

Emotional intelligence (EI) refers to the ability to be aware of your own feelings, sense the feelings and

needs of others, and use this information in a way that leads to a positive outcome.

Emotional Quotient (EQ) is a total overall score given based on an emotional quotient inventory or

assessment such as the (EQ-i 2.0) which measures emotional intelligence. Composite scores for five

realms make up the EQ.

Emotional Intelligence Physician, Nurse & Pharmacist leadership can design educational interventions to enhance their teams’ recognition of patient needs

and personal satisfaction.

6

Motivating patients to change behaviors to positively influence their health may be aided by increased understanding of the role of relationship and climate that is a part of each patient-professional interaction.The importance of good bedside manner can not be underestimated.

EI in Patient Interactions

What Is Healthcare Leadership Coaching?

•One-on-one confidential relationship •Based on trust •Designed to one’s EI including•Enhancing skills in interpersonal relationships

8

Culture Plays A Role In Leadership

9

Emotional Intelligence skills may be more difficult for persons from autocratic societies.However, leadership training should be based on the society in which the leadership is going to be practiced.

Emotional Intelligence Improves Bedside Manner•EQ for prevention of inappropriate behavior is less expensive than coaching for disruptive behavior.•Healthcare leaders are less resistant to voluntary coaching.•New leaders are more likely to be responsive to an offer of coaching.

10

A Case Study•40 new physicians were given an emotional intelligence assessment followed by a 4 hour presentation on EI. •10 months later, 85% scored higher in bedside manner by simply practicing the exercises included in their assessment results.

11

Coaching for Healthcare Leadership•Begins with an EQ-i 2.0 Assessment•Two day live intensive, one-on-one coaching, followed by 6 months of phone coaching.•Reports/feedback is provided to the referring source.•Post-assessment is used to gauge growth.

12

Coaching is Limited to EI Skill Enhancement•The assessments used in coaching are non-psychiatric.•Skill enhancement in EI is not psychotherapy.•There are no stigmas associated with coaching for skill enhancement in EI.

13

Assessments for EQ•The EQ-i 2.0 (Emotional Quotient Inventory) Assessment is the most widely used instrument in EI.• It Contains 5 composite and 15 related skills as well as an overall EQ score.•These skills include self-awareness, self-control, social-awareness and interpersonal relationships and provide direction for EI coaching.

14

15

Perceiving

Emotions

Reasoning with

Emotions Managing Emotions

Understanding Emotions

Four Branches of Emotional Intelligence:

Perceiving Emotions•The first step in understanding emotions is to accurately perceive them.• In many cases, this might involve understanding nonverbal signals such as body language and facial expressions.•Empathic listening includes listening with your head and heart.

16

Reasoning with EmotionsThe next step involves using emotions to

promote thinking and cognitive activity.

Emotions help prioritize what we pay attention and react to; we respond

emotionally to things that garner our attention.

17

Managing Emotions•The ability to manage emotions effectively is a key part of emotional intelligence.•Regulating emotions, responding appropriately, and responding to the emotions of others are all important aspects of relationship management.•As a leader, your own behavior can often influence the mood and behavior of others.

18

Understanding Emotions•The emotions that we perceive can carry a wide variety of meanings.• If someone is expressing angry emotions, the observer must interpret the cause of their anger and what it might mean.

19

Understanding Emotions in Work

If your Chief is acting angry, it might mean that he is dissatisfied with your work…Or it could be because he got a speeding ticket on his way to work that morning or that he's been fighting with his wife.What is the real cause for the anger?

The Five Composites for EQ Scales: Self

PerceptionInterperson

al

Decision Making

Self Expression

Stress Manageme

nt

Each realm includes three sub-scales for a total of 15 individual

skills assessed on the EQ-i 2.0 Emotional

Intelligence Assessment.

The Self-Perception Realm ability to know and manage yourself

This realm includes the following three scales:

22

Persistently tryingto improve yourself

and pursuemeaningful goals

The ability torecognize

yourstrengths andWeaknesses,

and still like

yourself

Emotional Self

Awareness

Self Regard

Self Actualizati

on

The ability to recognize your thoughts and

feelings, and the impact that your

behavior may have on others

The Interpersonal Realm “people skills”, ability to interact and get along with others

It is composed of the following three scales:

the ability to forge and maintain

relationships that are mutually

beneficial and marked by give and take and a

sense of trust and compassion

the ability torecognize,

understand, and

appreciate what

others may befeeling and

thinking

23

is the ability to be a

cooperative andcontributing

member of yoursocial group and to

society at large

Interpersonal

Relationships

EmpathySocial

Responsibility

The Decision Making Realmability to use your emotions in the best way to help

you solve problems and make optimal choices

the ability to resist

or delay atemptation to

actrashly

the ability to seethings as theyactually are,

ratherthan the way youwish or fear they

might be24

the ability to findsolutions to

problems when emotions are

involved

Impulse Control

Reality Testing

Problem Solving

The Self-Expression Realm deals with the way you face the world

It includes the following three scales:

ability to expressyour feeling both

in words and non-verbally

ability to clearly express your thoughts and beliefs, stand

your ground and defend a position

constructively25

ability to be self

directed and self

controlled; to stand on your

two feet

Independence

Assertiveness

Emotional Expression

The Stress Management Realm ability to be flexible, tolerate stress, and

control impulses

ability to adjust your feelings, thoughts,

and actions to changing,

challenging, or unfamiliar conditions

ability to remain calm and

focused, to constructively

withstand adverse events and conflicting

emotions without caving in

26

ability to maintain a realistically

positive attitude,

particularly in the face of adversity

OptimismStress Tolerance Flexibility

Happiness is the ability to feel satisfied with life, to enjoy yourself and others, and to experience zest and enthusiasm in a range of activities.

Happiness is related to patient satisfaction!

27

What Is Happiness?

Why Is EI Important?

The Five Realms of Emotional Intelligence combine to affect

performance, emotional well-being, and emotional and social

functioning. 28

What is Leadership Coaching? •The coaching begins with six hour session starting with a detailed review of the EQ-i-2.0 assessment.•Scores on each of the 15 EQ scales are reviewed in detail.•The leader helps to formulate his or her own goals for coaching relative to the assessment results.•Client workbooks, DVDs, and ancillary material, are mailed in advance of the assessment. 29

The first day ends withovernight assignments•These assignments include the leader’s priorities for skill enhancement.•This coaching is focused on the identified goals for skill enhancement as articulated by the leader. •Specific assignments are given for review and discussion.

30

Second Day Schedule•Discussion of how EI skill enhancement is based on practice.•Case examples and demonstration of how self-awareness must be enhanced to increase EI.•Analysis of the incident that resulted in the leader’s referral.• Introduction of DVDs along with an instrument designed for use as a quick guide to action.

31

Bi-Monthly Phone Coaching•Plans are made for twice monthly phone coaching.•The skill enhancement material is the focus of the six-month phone coaching.•Exercises and demonstration of the aforementioned 15 scales are practiced.•Practical situations that occur in the work environment are used for skill enhancement. 32

Post-Test•At the end of the six-month coaching, each physician/leader receives a post-test using the EQ-i 2.0 Assessment.•The results are used to determine the success or lack of success of the coaching.•A 360 Assessment with independent raters can be given at the beginning and end of the intervention.

33

In Summary•Emotional intelligence skill enhancement offers considerable promise for healthcare leadership.• It is far more useful to provide EQ training or Coaching for prevention rather than intervention for poor leadership skills.• It stands to reason that emotional intelligence may be useful for medical students, residents and new physicians who may not be natural born communicators.

34

“If your emotional abilities aren't in hand, if you don't have self-awareness,

if you are not able to manage your distressing emotions, if you can't have

empathy and have effective relationships, then no matter how smart you are, you are not going to get very

far.” 

Daniel Goleman35