Emotional Intelligence George Anderson MSW, LCSW
BCD
Emotional intelligence
is a better predictor of
success in Leadership
than IQ.
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Objectives
• Provide an overview of Emotional Intelligence
Coaching in Healthcare Leadership.
• Explain emotional intelligence and summarize how it
can enhance a leaders’ self awareness, selfcontrol, social awareness and relationship
management.
• Research shows that happy healthcare
professionals lead to satisfied patients and good
staff morale.
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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.
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What Is Emotional Intelligence?
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.
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Emotional Intelligence
Physician, Nurse & Pharmacist leadership can
design educational interventions to enhance their
teams’ recognition of patient needs and personal
satisfaction.
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EI in Patient Interactions
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.
What Is Healthcare
Leadership Coaching?
• One-on-one confidential relationship
• Based on trust
• Designed to one’s EI including
• Enhancing skills in interpersonal
relationships
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Culture Plays A Role In
Leadership
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.
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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.
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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.
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• 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.
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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.
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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, selfcontrol, social-awareness and interpersonal
relationships and provide direction for EI
coaching.
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Four Branches of Emotional
Intelligence:
Perceiving
Emotions
Reasoning
with
Emotions
Managing
Emotions
Understanding
Emotions
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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.
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Reasoning with Emotions
The 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.
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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.
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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.
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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 Perception
Stress
Management
Self
Expression
Each realm includes three
sub-scales for a total of 15
individual skills assessed
on the EQ-i 2.0 Emotional
Intelligence Assessment.
Interpersonal
Decision Making
The Self-Perception Realm
ability to know and manage yourself
This realm includes the following three scales:
Emotional
Self
Awareness
The ability to recognize
your thoughts and
feelings, and the impact
that your behavior may
have on others
Self
Regard
Self
Actualization
The ability to
recognize your
strengths and
Weaknesses,
and still like
yourself
Persistently trying
to improve yourself
and pursue
meaningful goals
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“people skills”, ability to interact and get along
with others
It is composed of the following three scales:
Interpersona
l
Social
Empathy
Relationship
Responsibility
s
the ability to forge and
the ability to
is the ability to be a
maintain
recognize,
cooperative
and
relationships that are
understand, and
contributing
mutually beneficial
appreciate what
and marked by give
member of your
others
may
be
and take and a
social group and to
feeling and
sense of trust and
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society
at
large
thinking
compassion
The Decision Making Realm
ability to use your emotions in the best way to
help you solve problems and make optimal
choices
Impulse
Control
Reality
Testing
the ability to resist
or delay a
temptation to act
rashly
the ability to see
things as they
actually are, rather
than the way you
wish or fear they
might be
Problem
Solving
the ability to find
solutions to
problems when emotions
are involved
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deals with the way you face the
world
EmotionalIt includes the
Assertivene
following three scales:
Independence
Expression
ss
ability to express
your feeling both in
words and nonverbally
ability to clearly
express your
thoughts and
beliefs, stand your
ground and defend
a position
constructively
ability to be self
directed and self
controlled; to
stand on your
two feet
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ability to be flexible, tolerate stress, and control
impulses
Flexibility
ability to adjust your
feelings, thoughts,
and actions to
changing,
challenging, or
unfamiliar conditions
Stress
Tolerance
Optimism
ability to remain calm
and focused, to
constructively
withstand adverse
events and
conflicting emotions
without caving in
ability to maintain a
realistically
positive attitude,
particularly in the
face of adversity
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What Is Happiness?
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!
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Why Is EI Important?
The Five Realms of Emotional Intelligence
combine to affect performance, emotional
well-being, and emotional and social
functioning.
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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.
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The first day ends with
overnight 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.
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Second Day Schedule
• Discussion of how EI skill enhancement is
based on practice.
• Case examples and demonstration of how selfawareness 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.
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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.
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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.
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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.
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“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 Goleman
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