1. Emotional Intelligence - Emotional Intelligence - George Anderson MSW, LCSW BCD

2. Emotional intelligence is a better predictor of success in Leadership than IQ. 2

3. 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

4. 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

5. 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.

6. Emotional Intelligence Physician, Nurse & Pharmacist leadership can design educational interventions to enhance their teams’ recognition of patient needs and personal satisfaction. 6

7. 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

8. 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

9. 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.

10. 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

11. 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

12. 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

13. 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

14. 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. 15 Perceiving Emotions Reasoning with Emotions Managing Emotions Understanding Emotions Four Branches of Emotional Intelligence:

16. 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

17. 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. 17

18. 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

19. 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

20. 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?

21. The Five Composites for EQ Scales: Self Perception Interpersonal Decision Making Self Expression Stress Management Each realm includes three sub-scales for a total of 15 individual skills assessed on the EQ-i 2.0 Emotional Intelligence Assessment.

22. The Self-Perception Realm ability to know and manage yourself This realm includes the following three scales: 22 Persistently trying to improve yourself and pursue meaningful goals The ability to recognize your strengths and Weaknesses, and still like yourself Emotional Self Awareness Self Regard Self Actualization The ability to recognize your thoughts and feelings, and the impact that your behavior may have on others

23. 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 to recognize, understand, and appreciate what others may be feeling and thinking 23 is the ability to be a cooperative and contributing member of your social group and to society at large Interpersona l Relationship s Empathy Social Responsibility

24. 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 24 the ability to find solutions to problems when emotions are involved Impulse Control Reality Testing Problem Solving

25. ability to express your feeling both in words and non- verbally ability to clearly express your thoughts and beliefs, stand your ground and defend a position constructively 25 ability to be self directed and self controlled; to stand on your two feet Independence Assertivene ss Emotional Expression

26. 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 Optimism Stress Tolerance Flexibility

27. 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?

28. Why Is EI Important? The Five Realms of Emotional Intelligence combine to affect performance, emotional well-being, and emotional and social functioning. 28

29. 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

30. 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. 30

31. 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

32. 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

33. 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

34. 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

35. “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 35