Emotional intelligence is Emotional intelligence is a better predictor of a better predictor of success in Leadership success in Leadership

than IQ.than IQ.

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ObjectivesObjectivesThe goal of this presentation is to:The goal of this presentation is to:

Provide an overview of Emotional Provide an overview of Emotional Intelligence Coaching in Physician Intelligence Coaching in Physician Leadership.Leadership.

Explain emotional intelligence and Explain emotional intelligence and summarize how it can enhance physiciansummarize how it can enhance physicianss’’ self awareness, self-control, social self awareness, self-control, social awareness and relationship management.awareness and relationship management.

Research shows that happy doctors lead to Research shows that happy doctors lead to satisfied patients and good staff morale.satisfied patients and good staff morale.

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Daniel GoldmanDaniel Goldman’’s Concept of s Concept of Emotional IntelligenceEmotional Intelligence

Goldman first popularized the EI concepts through his books (Emotional Intelligence: Why It Can Matter More Than IQ and Working With Emotional Intelligence) and has had strong influence in the business world.

He described six effective leadership styles to improve the climate or working atmosphere, of the business setting.

If Goldman’s strategies are applied to

Healthcare, certain performance styles work better to create employee and consumer satisfaction.

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EQ Cont.EQ Cont. Physician leaders can design educational interventions to enhance the doctors recognition of patient needs and personal satisfaction.

Motivating patients to adhere to prescribed medication and lifestyle regimens or to otherwise 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-physician interaction. The importance of good bedside manner can not be underestimated.

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Emotional Intelligence Emotional Intelligence Improves Bedside MannerImproves Bedside Manner

EQ for prevention is less expensive than EQ for prevention is less expensive than coaching for disruptive behavior.coaching for disruptive behavior.

Doctors are less resistant to voluntary Doctors are less resistant to voluntary coaching.coaching.

New Physicians are more likely to be New Physicians are more likely to be responsive to an offer of coaching.responsive to an offer of coaching.

40 new physicians participated in a four 40 new physicians participated in a four hour Emotional Intelligence presentation hour Emotional Intelligence presentation that included an assessment along with that included an assessment along with content on Emotional Intelligencecontent on Emotional Intelligence

10 months later 85% scored higher in 10 months later 85% scored higher in bedside manner. bedside manner.

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Emotional Intelligence Coaching Emotional Intelligence Coaching for Physician Leadershipfor Physician Leadership

Bar On EQ-i 2.0 Assessment.Bar On EQ-i 2.0 Assessment. Two day live intensive, one-on-Two day live intensive, one-on-one coaching, followed by 6 one coaching, followed by 6 months of phone coaching.months of phone coaching.

Reports/feedback provided to Reports/feedback provided to referring source.referring source.

Post-assessment to gauge growth.Post-assessment to gauge growth.

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Coaching is Limited to Coaching is Limited to EI Skill EnhancementEI Skill Enhancement

The assessments used in coaching The assessments used in coaching are non-psychiatric.are non-psychiatric.

Skill enhancement is not Skill enhancement is not psychotherapy for some diagnosed psychotherapy for some diagnosed illness.illness.

There are no stigmas associated There are no stigmas associated with coaching for skill with coaching for skill enhancement in EI.enhancement in EI.

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Assessments for EQAssessments for EQ The Bar On EQ-i 2.0 (Emotional The Bar On EQ-i 2.0 (Emotional Quotient Inventory) Assessment is the Quotient Inventory) Assessment is the most widely used instrument for most widely used instrument for measuring EQ.measuring EQ.

The Bar On EQ-i 2.0 contains 5 The Bar On EQ-i 2.0 contains 5 composite and 15 related skills as composite and 15 related skills as well as an overall EQ score.well as an overall EQ score.

These skills include self-awareness, These skills include self-awareness, self-control, social-awareness and self-control, social-awareness and interpersonal relationships and interpersonal relationships and provide direction for EI coaching.provide direction for EI coaching.

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You have heard of IQ…You have heard of IQ…what is EQ?what is EQ?

Emotional intelligence (EI) refers to the Emotional intelligence (EI) refers to the ability to perceive, control, and evaluate ability to perceive, control, and evaluate

emotions.emotions.

Emotional Quotient (EQ) is a total overall score Emotional Quotient (EQ) is a total overall score given based on an emotional quotient inventory given based on an emotional quotient inventory or assessment (Bar On EQ-i 2.0) which measures or assessment (Bar On EQ-i 2.0) which measures emotional intelligence. Composite scores for emotional intelligence. Composite scores for

five realms make up the EQ. five realms make up the EQ.

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Four Branchesof

EmotionalIntelligence

PerceivingEmotions

Reasoningwith

Emotions

ManagingEmotions

UnderstandingEmotions

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Perceiving EmotionsPerceiving 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 EmotionsReasoning 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 EmotionsManaging Emotions

The ability to manage emotions The ability to manage emotions effectively is a key part of emotional effectively is a key part of emotional intelligence.intelligence.

Regulating emotions, responding Regulating emotions, responding appropriately, and responding to the appropriately, and responding to the emotions of others are all important emotions of others are all important aspects of relationship management.aspects of relationship management.

As a physician, your own behavior can As a physician, your own behavior can often influence the mood and behavior often influence the mood and behavior of others.of others.

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Understanding EmotionsUnderstanding Emotions

The emotions that we perceive can carry a The emotions that we perceive can carry a wide variety of meanings.wide variety of meanings.

If someone is expressing angry emotions, the If someone is expressing angry emotions, the observer must interpret the cause of their observer must interpret the cause of their anger and what it might mean. For example, anger and what it might mean. For example, if your Chief is acting angry, it might if your Chief is acting angry, it might mean that he is dissatisfied with your mean that he is dissatisfied with your work; or it could be because he got a work; or it could be because he got a speeding ticket on his way to work that speeding ticket on his way to work that morning or that he's been fighting with his morning or that he's been fighting with his wife.wife.

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The Five Composite EQ The Five Composite EQ ScalesScales

Self-PerceptionSelf-PerceptionInterpersonalInterpersonal

Decision Making Decision Making Self-ExpressionSelf-Expression

Stress ManagementStress Management

Each realm includes three sub-scales for a total Each realm includes three sub-scales for a total of 15 individual skills assessed on the EQ-i of 15 individual skills assessed on the EQ-i

2.0 Emotional Intelligence Assessment. 2.0 Emotional Intelligence Assessment. 15

The Self-Perception Realm The Self-Perception Realm ability to know and manage yourselfability to know and manage yourself

This realm includes the following three This realm includes the following three

scales:scales:Emotional SelfEmotional Self

AwarenessAwareness

the ability tothe ability torecognize how yourecognize how you’’rere

feeling and whyfeeling and whyyouyou’’re feeling thatre feeling thatway, and the impact way, and the impact

that your that your feelings have on thefeelings have on the

thoughtsthoughtsand actions ofand actions of

yourself and othersyourself and others

Self-Self-ActualizationActualization

persistently persistently tryingtrying

to improve to improve yourselfyourself

and pursueand pursuemeaningful goalsmeaningful goals

Self-RegardSelf-Regard

the ability tothe ability torecognize yourrecognize yourstrengths andstrengths andweaknessesweaknesses

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The Interpersonal RealmThe Interpersonal Realm ““people skillspeople skills””, ability to interact and , ability to interact and

get along with othersget along with others

It is composed of the following three It is composed of the following three scales:scales:

InterpersonalInterpersonalRelationshipsRelationships

the ability to the ability to forge and forge and maintain maintain

relationships relationships that are that are mutually mutually

beneficial and beneficial and marked by give marked by give and take and a and take and a sense of trust sense of trust and compassionand compassion

EmpathyEmpathy

the ability tothe ability torecognize,recognize,understand, understand,

andandappreciate appreciate

whatwhatothers may beothers may befeeling andfeeling andthinkingthinking

Social Social ResponsibilityResponsibility

is the ability to is the ability to be abe a

cooperative andcooperative andcontributingcontributing

member of yourmember of yoursocial group and to social group and to

society at largesociety at large17

The Decision Making RealmThe Decision Making Realm ability to use your emotions in the best ability to use your emotions in the best way to help you solve problems and make way to help you solve problems and make

optimal choices optimal choices

It includes the following three scales:It includes the following three scales: ImpulseImpulse

ControlControl

the ability to the ability to resistresist

or delay aor delay atemptation to temptation to

actactrashlyrashly

Reality TestingReality Testing

the ability to the ability to seesee

things as theythings as theyactually are, actually are,

ratherratherthan the way youthan the way youwish or fear theywish or fear they

might bemight be

ProblemProblemSolvingSolving

the ability to the ability to findfind

solutions tosolutions toproblems whereproblems whereemotions areemotions are

involved using involved using the the

right emotion at right emotion at an optimum an optimum

valuevalue

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

It includes the following three scales:It includes the following three scales:

EmotionalEmotionalExpressionExpression

ability to expressyour feeling both

inwords and non-

verbally

AssertivenessAssertiveness

ability to clearly

express yourthoughts andbeliefs, the

abilityto stand yourground and

defend a positionin a constructive

way

IndependenceIndependence

ability to be self

directed and selfcontrolled; to

standon your two feet

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

impulses impulses

It includes the following three scales:It includes the following three scales:

FlexibilityFlexibility

ability to ability to adjustadjust

your feelings,your feelings,thoughts, andthoughts, andactions toactions tochanging,changing,

challenging, orchallenging, orunfamiliarunfamiliarconditionsconditions

Stress ToleranceStress Tolerance

ability to remainability to remaincalm and focused,calm and focused,to constructivelyto constructivelywithstand adversewithstand adverse

events andevents andconflictingconflicting

emotions withoutemotions withoutcaving incaving in

OptimismOptimism

ability to ability to maintain amaintain a

realistically realistically positivepositive

attitude, attitude, particularlyparticularly

in the face of in the face of adversityadversity

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Happiness is the ability to feel Happiness is the ability to feel satisfied with life, to enjoy satisfied with life, to enjoy yourself and others, and to yourself and others, and to

experience zest and enthusiasm experience zest and enthusiasm in a range of activities.in a range of activities.

Happiness is related to patient Happiness is related to patient satisfaction!satisfaction!

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Why is EI Important? Why is EI Important?

The Five Realms of Emotional The Five Realms of Emotional Intelligence combine to affect Intelligence combine to affect

performance, emotional well-being, performance, emotional well-being, and emotional and social and emotional and social

functioning. functioning.

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First Day of Live CoachingFirst Day of Live Coaching The first session begins with a detailed The first session begins with a detailed review of the EQ-i-2.0 assessment.review of the EQ-i-2.0 assessment.

The physicianThe physician’’s score on each of the 15 s score on each of the 15 Bar On EQ scales are reviewed in detail.Bar On EQ scales are reviewed in detail.

The physician helps to formulate his or The physician helps to formulate his or her own goals for coaching relative to the her own goals for coaching relative to the assessment results.assessment results.

Client workbooks, DVD, and ancillary Client workbooks, DVD, and ancillary material, along with first assignment are material, along with first assignment are given in advance of the assessment.given in advance of the assessment.

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The first day ends withThe first day ends withovernight assignmentsovernight assignments

These assignments include the physiciaThese assignments include the physiciann’’s priorities for skill enhancement.s priorities for skill enhancement.

To the extent possible, this coaching To the extent possible, this coaching is focused on the identified goals for is focused on the identified goals for skill enhancement as articulated by the skill enhancement as articulated by the physician using the coaching material physician using the coaching material for the course.for the course.

Specific assignments from the Specific assignments from the curriculum are give for review and curriculum are give for review and discussion.discussion.

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Second Day ScheduleSecond Day Schedule Discussion of how EI skill Discussion of how EI skill enhancement is based on practice.enhancement is based on practice.

Case examples and demonstration of Case examples and demonstration of how self-awareness must be enhanced how self-awareness must be enhanced to increase emotional intelligence.to increase emotional intelligence.

Analysis of the incident that Analysis of the incident that resulted in the physicianresulted in the physician’’s referral s referral using coaching formula.using coaching formula.

Introduction of DVDs along with an Introduction of DVDs along with an instrument designed for use as a instrument designed for use as a quick guide to action.quick guide to action.

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Bi-Monthly Phone CoachingBi-Monthly Phone Coaching Plans are made for twice monthly phone Plans are made for twice monthly phone coaching.coaching.

The skill enhancement material The skill enhancement material introduced during the live training introduced during the live training will be the focus of the six-month will be the focus of the six-month phone coaching.phone coaching.

Exercises and demonstration of the Exercises and demonstration of the aforementioned 15 scales will be aforementioned 15 scales will be practiced.practiced.

Practical situations that occur in the Practical situations that occur in the work environment are used for skill work environment are used for skill enhancement.enhancement.

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Post-TestPost-Test At the end of the six-month At the end of the six-month coaching, each physician receives a coaching, each physician receives a post-test using the EQ-i 2.0 post-test using the EQ-i 2.0 Assessment.Assessment.

The results are used to determine The results are used to determine the success or lack of success of the success or lack of success of the coaching.the coaching.

When requested, a 360 Assessment can When requested, a 360 Assessment can be given at the end of the be given at the end of the intervention.intervention.

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In SummaryIn Summary Emotional intelligence skill enhancement Emotional intelligence skill enhancement offers considerable promise for offers considerable promise for physician leadership.physician leadership.

It is far more useful to provide EQ It is far more useful to provide EQ training or Coaching for prevention training or Coaching for prevention rather than intervention.rather than intervention.

It stands to reason that emotional It stands to reason that emotional intelligence may be useful for medical intelligence may be useful for medical students, residents and new physicians students, residents and new physicians who may not be natural born who may not be natural born communicators.communicators.

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““If your emotional abilities If your emotional abilities aren't in hand, if you don't aren't in hand, if you don't have self-awareness, if you have self-awareness, if you are not able to manage your are not able to manage your distressing emotions, if you distressing emotions, if you can't have empathy and have can't have empathy and have

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

far.far.””  - Daniel Goleman- Daniel Goleman

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