creating a high-functioning wow! emotionally intelligent ... · creating a high-functioning wow!...

Creating a High-Functioning WOW! Emotionally Intelligent Team and Culture

Serving Each Other and Our Patients with Empathy and Caring

RHScott Associates, LLC - Helping You Live Your Dreams in Life and Work

Presented by

Rich Heiland for

© RHScott Associates, LLC 2016 All Rights Reserved


Emotional Intelligence:

The intelligent use of emotions, making your emotions work for

you and those around you by using them to guide your behavior

and thinking in ways that enhance all interactions.

Emotionally Intelligent Team:

A team comprising members who are emotionally intelligent and

use that as a basis for all their interactions with each other and

those they come together to serve.


We spend a lot of time

talking about “IQ,” or the

“intelligence quotient,”

but most of the time isn’t

who we are, how we

behave, how we interact

with others much more

important in our day-to-

day personal and work

lives?

The “EQ” of a person or team is the “emotional quotient”


What’s Behind the Words?

Self-Awareness: The ability to recognize and understand your moods,

emotions and drives as well their effect on others.

Self-Regulation: The ability to control impulses and moods,

particularly in the presence of others.

Empathy: An awareness of others’ feelings.

Social Expertness: The ability to manage your own feelings in

relation to others; to manage relationships.

Personal Influence: The ability to influence others in a positive and

optimistic way even in times and moments of

doubt


Self-Awareness:

I am aware of my emotions and how they impact my behaviors and performances.

Rarely___ Sometimes___ Often___ Always___

I can usually see the impact of my behaviors on others around me.


Self-Regulation:

I can keep my emotions in control and remain calm when dealing with others.

Rarely____ Sometimes ____ Often ____ Always ____

I am able to talk myself out of negative thoughts before I interact with those

around me.

Rarely ____ Sometimes ____ Often ____ Always ____

A TEST: The only Rule: Be totally honest with yourself!


Empathy:

I tend to listen to others and sense their feelings, where they are.


I want to be of service to others, whether its family, co-workers, customers.


Social Expertness:

I am the person who reaches out, builds relationships, bonds.


I enjoy accomplishing goals with others, helping those around me grow.


Personal Influence

I am tuned in to the environment and usually work to improve it, add to it.


I am optimistic, try to see the cup as half-full and I show that face to others.



Living Your Values, Aim:

If ask I can tell others what I truly believe, the values I will not compromise.

No___ Not Sure___ Some, Not All___ Absolutely___

The values I live in my life, my faith, my home I openly model at work.


I feel my job offers me the chance to live my values and be a positive

influence.


Let’s share some answers…..


What gets in the way of developing my EQ?FEAR – If I step up, try something new, reach out people will laugh, start talking about me,

think I am a suck up. The boss hasn’t given me permission to do that. Jack Canfield, author of

“Chicken Soup for the Soul,” says of fear ““Everything you want is on the other side of fear.”

AVOIDING CONFLICTS, CHALLENGES - It’s not my place to say anything. Maybe if we just look

the other way, “it” will go away. Let someone else worry about it.

NEGATIVE INTERNAL DIALOGUE - I hate this place. Nobody around here cares

about doing a good job. The doctor just cares about money. I hate these customers – they

always are complaining.

UNREALISTIC EXPECTATIONS - I just want everyone to be happy all the time and for

everything to go just like we planned it.

BLAMING OTHERS - I do what I can. Too bad no one else does.


Let’s pack for a

road trip!


Where the heck are you going?!?!


That’s Where Vision Comes In

A Doctor’s Vision

"We will be our area’s premier eye care practice,

providing exceptional eye health and vision

services in an exciting, team oriented

environment where personal leadership and growth

are nurtured.”


The Things EQ Teams Do….1.Help each other be right…not wrong

2.Look for ways to make new ideas work…not for reasons they won’t

3. If in doubt, check it out! Don’t make negative assumptions about team

members

4.Help each other win and take pride in each other’s victories

5.Speak positively about each other and your organization at every

opportunity.

6.Maintain a positive mental attitude no matter what the circumstances


More Things EQ Teams Do….

7. Act with initiative and courage as if it all depends on you – because

it really does!

8. Do everything with enthusiasm…it’s contagious

9. Whatever you want, give it away

10. Don’t lose faith – never give up!

11. And above all – have fun! You spend too much time at work and

with your team mates to not have a good time doing good work!


From to EQ to CultureCulture in a Society: The behaviors and beliefs characteristic of a

particular social, ethnic or age group: “The youth culture.” “The music

culture.”

In Anthropology: The sum total of ways of living built up by a group of

human beings and transmitted from one generation to another.

In Business: Encompasses an organization’s values, visions, working

style, beliefs, habits and behaviors within the organization and

externally. Also shorthanded to….

“The way we do things around here.”


A Fact About Culture: If an organization does not create a values-

defined culture, a culture will be created in the vacuum and odds

are, it won’t be a healthy one

Some elements of an EQ Culture…

VALUES….

• We are always moral, ethical and legal.

• We treat everyone with respect.

• We seek quality in everything we do.

• We uphold high customer service standards.

• We have a competitive determination to be the best.

• We maintain individual disciplines.

• We allow freedom and responsibility within individual disciplines.


An Example of a Culture Statement

XYZ Company is a successful, for-profit business enterprise that values the uniqueness and contributions of all its employees and associate. AT XYZ we employ and retain individuals who demonstrate and live the key attributes of: Intelligence, Passion, Attitude, Respect, Responsibility, Honesty and Sense of Service to others.

In our interactions we seek first to understand, then be understood. We operate with transparency and communicate with candor. Unless there is a viable, non-political reason for confidentially we expect all our communications will be shared, so we write and speak about others accordingly.

Because we view “mistakes” as learning experiences, we promote an environment that fosters creativity and risk-taking. We see different opinions and views as opportunities to live and grow. We will cherish and nurture the ideas of others as if they were our own.


While we cherish our past we know we cannot live in it. We are change agents while we do

not embrace change for the sake of change, we are open to the reality that what we do today may

not serve us tomorrow. We not only welcome change and those who put it in front of us, we relish it

as we constantly move to improve what we do for those we serve.

We place issues in their proper perspective and focus our corrective actions on improving our

systems, and not on blame. We constantly seek to identify and nurture the strengths of all on our

team and to draw on those strengths in our planning and decision-making.

The respect we show for each other also extends to our clients, vendors and everyone with

whom we interact.

As unique, creative associates in a vibrant business we will honor and protect each other. We

recognize it is our collective duty, at all levels of the company, to hold one another accountable for

our values and beliefs and for living our culture. It is our individual responsibility to help those who

may at one time or another stray.

We will honor and reward each other as we live our culture….and we will have fun as we face

the new challenges and possibilities of each and every day.


How We Will Live and Sustain Our Culture

It is everyone’s responsibility to be the role model for our culture.

It is everyone’s responsibility to give each other the benefit of the

doubt and depersonalize issues and questions.

It is everyone’s responsibility to be direct with each other and

communicate with candor.

It is everyone’s responsibility to be open to direct communication and

to see such communication as constructive

It is everyone’s responsibility to have patience and deal with each

other professionally and equitably.

It is everyone’s responsibility to stop personal attacks and politics in

their tracks.


It is everyone’s responsibility to ask questions, provide background to

those questions and expect answers.

It is everyone’s responsibility to communicate and help each other

understand:

A)What is the nature of our relationship?

B) What do you expect of me? I of you?

C) How will we deal with Authority?

D) How will we handle and resolve conflict?

It is everyone’s responsibility to understand the appropriate forums to

communicate and to resolve issues…and to use them.

It is everyone’s responsibility to help each other with these ideals.

It is everyone’s responsibility to hold each other accountable to these

ideals.


The End Game?Creating a WOW! work place for ourselves and coming up next:

Creating the WOW!! Patient ExperienceGrowing Your Practice by Building Fanatical Customer Loyalty!

If you would like a PDF of this PowerPoint please email at:

[email protected]

Let’s Have Some Questions and Discussion….


creating a high-functioning wow! emotionally intelligent ... · creating a high-functioning wow!...

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