![Page 1: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/1.jpg)
The Importance of Emotional
Intelligence in Healthcare
Presented by
Cooper University Health Care
Employee Assistance Program
Risa D. Swell, LCSW, CEAP, Director
856-342-2280
![Page 2: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/2.jpg)
Objectives
• Understand Emotional Intelligence (EI):
its definition and use in health care
• Identify EI competencies
• Assess your areas of EI strength and need
for development
• Learn tips to increase your EI
![Page 3: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/3.jpg)
What is Emotional Intelligence?
The ability, capacity, skill to
identify, assess, and manage the
emotions of one's self, of others,
and of groups to help guide
behavior and thinking in ways that
enhance results.
![Page 4: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/4.jpg)
Uses in Healthcare
• Patient-family centered care – “bed-side manner”
• Delegating
• Problem-solving
• Multi-tasking
![Page 5: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/5.jpg)
Emotional Intelligence Competencies
Intrapersonal Interpersonal
Self-Awareness Identifying your emotions
Understanding emotions
Social-Awareness Identifying others’ emotions
Understanding others’ emotions
Self-Management Using emotions to facilitate
thought
Managing emotions
Relationship-Management Using emotions
Managing emotions
![Page 6: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/6.jpg)
Intrapersonal: Self-Awareness
• Emotions
• Interpretations/appraisals
• Self-assessment
![Page 7: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/7.jpg)
Emotional Awareness
• Recognize what you are feeling in some proximity
to when you are feeling it
• Take note of physical signs to help identify your
feelings
• Notice behaviors that may indicate your feelings
• Realize the links between your feelings, thoughts
and actions
![Page 8: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/8.jpg)
Interpretations/Appraisals
• Remember that appraisals, not behavior, cause
reactions
• Be aware of your inner dialogue
• Process situations afterwards
![Page 9: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/9.jpg)
Self-Assessment
• Be aware of strengths and limitations
• Learn from experience
• Be open to feedback
• Consider other ideas
• Show a sense of humor about yourself
![Page 10: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/10.jpg)
Intrapersonal: Self-Management
• Emotional Composure
• Adaptability
• Motivation
• Integrity
![Page 11: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/11.jpg)
Emotional Composure
• Self-control
• Decreasing arousal
• Positive self-talk
• Conditioned relaxation
![Page 12: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/12.jpg)
Adaptability
• Flexibility
• Open to change
• Able to handle multiple demands
![Page 13: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/13.jpg)
Motivation
• Confidence
• Optimism
• Tenacity
• Enthusiasm
• Resiliency
![Page 14: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/14.jpg)
Personal Integrity
• Alignment between values and behavior
• Honoring what you believe is “right”
![Page 15: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/15.jpg)
Interpersonal: Social Awareness
• Emotional awareness of others
• Empathy
• Social Integrity
![Page 16: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/16.jpg)
Emotional Awareness of Others
• Attentive to emotional cues
• Use of senses/observations
• Acknowledge appraisals/assumptions
![Page 17: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/17.jpg)
Empathy
• Show sensitivity
• Step into the other’s shoes
• Attend to other’s needs and feelings
![Page 18: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/18.jpg)
Social Integrity
• Conscientiously meet your commitments
• Be accountable to others
• Demonstrate honesty with others
• Leads to trust
![Page 19: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/19.jpg)
Interpersonal: Relationship
Management
• Communication
• Rapport
• Conflict Management
• Leadership
![Page 20: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/20.jpg)
Communication
• Active listening
• Assertiveness
• Body Language
• Feedback
![Page 21: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/21.jpg)
Active Listening
• Listen to understand
• Listen for content
• Listen for emotional subtext
![Page 22: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/22.jpg)
Assertiveness
• Express needs/wants/opinions while
respecting others
• Use “I” statements
• Clearly identify and communicate intentions
and requests
![Page 23: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/23.jpg)
Body Language
• Positioning
• Facial expression
• Tone of voice
![Page 24: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/24.jpg)
Feedback
• Goals: Improve competence and maintain
confidence
• Receiving: Be aware of emotions and be open
• Giving: Sandwich technique (replace “but”
with “and”) and BEER
![Page 25: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/25.jpg)
BEER
• Behavior – describe the behavior (positive
or negative)
• Effect – explain the impact it is having
• Expectation – state your request
• Results – outline the positive outcome
![Page 26: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/26.jpg)
Rapport
• Building relationships based on similarities
and differences
• Reciprocity
• Connecting effectively with others
• Leads to trust
![Page 27: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/27.jpg)
Conflict Management
• Identify potential conflict
• Know your conflict management style
• Move beyond positions to interests
• Encourage debate
• Look for win-win solutions
![Page 28: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/28.jpg)
Conflict Management Styles
• Competition
• Avoidance
• Accommodation
• Compromise
• Collaboration
![Page 29: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/29.jpg)
Leadership
• Modeling
• Motivating
• Recognizing/rewarding
• Giving/receiving feedback
• Consensus building
• Mentoring
![Page 30: The Importance of Emotional Intelligence in Healthcare - Importance in Healthcare.pdfThe Importance of Emotional Intelligence in Healthcare Presented by ... of others, and of groups](https://reader030.vdocuments.site/reader030/viewer/2022040803/5e3e74edc7b516098001806b/html5/thumbnails/30.jpg)
What is your EI action plan?
• Strong competencies
• Competencies in need of development
• Tools you will use