Emotional Intelligence Handout
“There can be no knowledge without emotion. We may be aware of a truth, yet until we have felt its force, it is not ours. To the cognition of the brain must be added the
experience of the soul.”Arnold Bennett--British novelist and essayist, 1867–1931
Emotional Intelligence:“The ability to monitor one’s own and others’ feelings and emotions, discriminate among them, and use this information to guide one’s thinking and actions.” (Mayer & Salovey, 2007)
Activities Number One & Two: Read the excerpts provided on your tables. In pairs, determine and record 3-4 key features of the trait. Each pair will only dissect one trait.
Self-awareness Self-regulation
Social Awareness Social Skill
Activity Number Three: Case Studies
Case #1:A second-year resident, Dr. S, was on a busy in-house call this past weekend. He has been upset for this week about his experience after having disagreements about admitting patients from the emergency department. He thought that his on-call staff member was too soft to block “inappropriate” emergency department admissions. As a result, he argued with the staff over the phone and publically argued with multiple emergency department staff during his time on shift. Since then, Dr. S has openly complained about the staff member to other residents and to visiting students. A rotating student who felt uncomfortable by the statements passed word up to the program director, after which the program director approached Dr. S about his behavior. When confronted, the resident responded by stating, “Well, I was the one there seeing the patients and I know what’s appropriate and what’s not. The patients would have been fine if I could have sent them all home; he’s just too conservative and scared; he needs to grow a pair.” He admits that he probably shouldn’t complain to students but is adamant that he has enough experience to know what’s best for patients.
What emotional response does this story cause in you? What will you recommend to yourself to avoid an amygdala hijack?
How would you rate the resident’s emotional intelligence, keeping in mind the four competencies?
Discuss with your table how you would approach teaching EI competencies to this individual. Develop a coaching and action plan.
Case #2:After narrowing down a field of applicants, you are interviewing the last two, and most impressive, candidates for an open position in your organization. On paper, both applicants are nearly identical, having stellar grades, test scores, and experience. Likewise, both have spent a two-week trial period with the organization to see how each likes it. Dee does adequate work and seems to care about others around her. Although, some of the staff feel that she is sometimes socially awkward and makes other people feel uncomfortable with the way she speaks to them, often getting too close and being a little “handsy.” Nadia, the other candidate, seems extremely friendly on first impressions, although you have heard that she procrastinates on work given to her and then complains to other staff about the workload. She spends most of her day talking with others and shows up to work a few minutes late at the end of the first week. She looked tired and talked about how little sleep she got because she was so busy working.
What do you feel after readingthese two candidates’ descriptions?
What questions will you ask these candidates to determine who is the better candidate for your organization, keeping in mind the EI competencies?
Choose one to hire. How will you develop EI competencies in this individual, and your organization, to achieve the best outcome for your workplace?
For Further Thought & Discussion:Critique your own emotional quotient. What will you change about yourself in the future? What will you bring to your workplace?
Supplement (Not needed but can be a replacement for Case #1)
Case #3: Maria is a new nurse manager in your clinic. She has worked on one of the hospital wards and another clinic within the past nine months before coming to you. She is aggressive and is well known in the hospital for getting results with administrative tasks. However, her previous coworkers all complain about working with her. When questioned about this, Dee states that the other locations were “delusional” because she never saw a problem. Sure enough, within three months of coming to the clinic, patient access was exceeded and clinic productivity metrics were spectacular. The upper management is thrilled. However, Dee fights excessively with staff, nearly coming to fist fight with your junior-most physician who has a long reputation for getting along with everybody. Work absences by other medical providers and ancillary staff are drastically up. Patient complaints are rising. One actually stated, “The doctor looked so stressed out that I felt bad for him.” When approached, Dee states that the other staff are just lazy; “There is no problem; look at how I have changed this clinic! I did this by myself and don’t need them.”
How would you rate the individual’s emotional intelligence keeping in mind the four competencies?
Discuss with your table how you would approach teaching EI competencies to this individual. Develop a coaching and action plan.
After this session, what will your goals be to enhance your own EQ and how will you work to improve the EQ of those around you?