Emotional Intelligence

in Healthcare Service
Shirard Leonardo C. Adiviso MD , MHPEd , FPCS
 Framework of EQ
Emotional intelligence refers to the capacity for recognizing your
own feelings and those of others, for motivating ourselves and
for managing emotions well in ourselves and in
our relationships.

Source: Taft. Emotionally Intelligent Leadership in Nursing and Healthcare

Organization. 2011
The Emotional Competence
Framework
• Personal Competence- Determine how we
manage ourselves.
• Self Awareness- Knowing one’s internal
states, preferences, resources and intuitions
• Emotional Awareness – Recognition of one’s
emotions and their effects.
• Accurate Self Assessment – Knowing one
strength and limits.
• Self-Confidence – Strong sense of self-
worth and capabilities.
Self-Regulation
Emotional tendencies that guide or facilitate
reaching goals.

• Achievement Drive – Striving to improve or

meet a standard of excellence
• Commitment – Aligning with goals of the
group or organization
• Initiative – Readiness to act on opportunities
• Optimism – Persistence in pursuing goals
despite obstacles and setbacks.
Motivation
Emotional tendencies that guide or facilitate
reaching goals.
• Achievement Drive – Striving to improve or
meet a standard of excellence
• Commitment – Aligning with goals of the
group or organization
• Initiative – Readiness to act on opportunities
• Optimism – Persistence in pursuing goals
despite obstacles and setbacks.
Social Competence - Competencies determine
how we handle relationship.

Empathy - Awareness of other’s feelings, needs

and concerns
• Influence – Wielding effective tactics for
persuasion
• Communication – Listening openly and
sending convincing messages
• Conflict Management – Negotiating and
resolving disagreements
• Leadership – Inspiring and guiding
individuals and groups
 Empathy
• Change Catalyst – Initiating change
• Building Bonds – Nurturing instrumental
relationship
• Collaboration and Cooperation – Working
with others toward shared goals
• Team Capabilities – Creating group
synergy in pursuing collective goals

Source: Goleman, Daniel. Working with Emotional Intelligence. 1998

Source: Taft. Emotionally Intelligent Leadership in Nursing and Healthcare
Organization 2011
COMPLIMENT PEOPLE IN FRONT
OF OTHER PEOPLE
• People want to feel worthwhile in life
• Compliments increase in value when we value
the person who gives them
• Compliments affirm people and make them
strong
• Compliments in front of others are the most
effective ones you can give
SAY THE RIGHT WORDS AT THE
RIGHT TIME

• Be sensitive to time and place

• Say it from the heart
• Recognize the power of the right words at the
right time
PASS THE CREDIT ON TO OTHERS

• Check your ego at the door

• Don’t wait-Pass the credit ASAP
• Say It in front of others
• Put it in print
MINE THE GOLD OF GOOD INTENTIONS

• Believe the Best about People

• See things from their perspective
• Give People the Benefit of the Doubt
• Remember their Good Days, Not their Bad
Ones
ADD VALUE TO PEOPLE
• Value People
• Make Yourself More Valuable
• Know what People Value
CARE ENOUGH TO CONFRONT
1. Confront ASAP
2. Address the wrong action, not the person
3. Confront only what the person can change.
4. Give the person the benefit of the doubt.
5. Be specific
6. Avoid sarcasm.
7. Avoid words like “always” & “never”.
8. If appropriate, tell the person how you feel about
what was done wrong.
9. Give the person a game plan to fix the problem.
10. Affirm him or her as a person and a friend.
EQ-boosting strategies for
Leaders
1. Acknowledge Other People’s Feelings
• Assertive, action- oriented executives don’t
exactly ignore other people’s feelings.
2. When You Care, Show It
• Good leaders always notice when people on their
teams are doing good work, but they don’t often
show it.
3. Watch Your Emotions Like A Hawk
• “Understanding how your emotions impact others”
and “Recognizing the role you have played in
creating difficult circumstances”
EQ-boosting strategies for
Leaders
4. Sleep
• Sleep deprivation also raises stress hormone
levels on its own, even without a stressor
present.
5. Quash Negative Self-Talk
• A big step in developing emotional intelligence
involves stopping negative self-talk in its tracks.
7 Reasons Why Emotional Intelligence Is
One Of The Fastest- Growing Job Skills
1. They can handle pressure healthily
2. They understand and cooperate with others
3. They’re good listeners
4. They’re more open to feedback
5. They’re empathic
6. They set an example for others to others to
follow
7. They make more thoughtful and thorough
decisions
How Emotional Intelligence Can Improve
Your Productivity

• Tenets of emotional intelligence in the workplace

• Awareness and regulation
• Empathy
• Social skills
• Understanding and controlling emotional responses
• Stress management and self-care
• Collaborating with others
• Accepting and incorporating feedback
• Striking valuable partnership
CARE ENOUGH TO CONFRONT
1. Confront ASAP
2. Address the wrong action, not the person
3. Confront only what the person can change.
4. Give the person the benefit of the doubt.
5. Be specific
6. Avoid sarcasm.
7. Avoid words like “always” & “never”.
8. If appropriate, tell the person how you feel about
what was done wrong.
9. Give the person a game plan to fix the problem.
10. Affirm him or her as a person and a friend.