utilizing emotional intelligence in your clinical practice
TRANSCRIPT
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Utilizing Emotional
Intelligence in Your
Clinical Practice
Lisa K. Kluchurosky, M.Ed., AT, ATC
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Conflict of Interest Statement
I do not have any conflict of interest or financial
gain associated with this presentation
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Objectives
▪ Define the Emotional Intelligence (EQ) model and
associated competencies
▪ Describe the importance of applying various strategies to
fit the situation and people involved
▪ Identify personal strategies for incorporating emotional
intelligence to influence clinical care
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What is Emotional Intelligence?
Your ability to recognize and understand emotions in
yourself and others, and your ability to use this
awareness to manage your behavior and relationships
– Travis Bradberry
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Self Awareness
Social Awareness
Self Management
Relationship Management
EQ
Self Others
Ac
tio
ns
Aw
are
ne
ss
EQ Competencies
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Self Awareness Social Awareness
Self ManagementRelationship
Management
EQ
Learned capabilities that contribute to effective
performance at work
Personal
Competencies
Social
Competencies
Competency any measurable characteristic of a person that
differentiates levels of performance in a given job, role,
organization or culture
If self-awareness isn’t mastered,
there is less than a 5% chance of being successful in
self-management
If social-awareness isn’t
mastered, there is less than
a 20% chance of being
successful in relationship
management
Relationship management
has a significant positive
impact on others
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History of Emotional Intelligence
▪ Evolved over many years, recent work by Goleman
▪ Model developed thru testing 600 corporate managers,
professionals & grad students (self-report & feedback)
▪ Original work in business, leadership, academic, &
to study workforce issues
▪ Gaining attention within healthcare (nursing, patient safety,
patient care & outcomes, clinical decision-making, etc)
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Impact of EQ – Why Should You Care?
ATs are on the front lines of healthcare
Ability to build strong relationships
Integral to AT success
Integral to achieving positive patient outcomes
Team-based care model requires collaboration, communication, &
coordination between all care providers – EQ!
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EQ is the Foundation
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IQ vs EQ
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Cognitive Intelligence (IQ) is not flexible fixed from birth
Emotional Intelligence (EQ) can be developed & learned
❑Can not predict EQ based on how smart someone is
“People with the highest levels of intelligence (IQ) outperform those with
average IQs just 20% of the time, while people with average IQs
outperform those with high IQs 70% of the time.”
Sustained behavioral change only happens when there is a strong desire
to change
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Why Do Smart People Fail?
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Of all the competencies that
distinguish a great clinician from
an average one, only a very
small percentage have to do
with intellectual abilities.
While technical knowledge &
functional competence important
in clinicians, EQ is the
differentiating factor between
great and average.
IQ
EQ
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Review of Literature on the Impact of
Emotional Intelligence Within
Clinical Care
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EQ & Nursing Practice
▪ Emotion is fundamental to nursing practice
▪ Work is done in emotionally charged environments
▪ Emotions
▪ Influence professional relationships
▪ Impact patient care decisions
▪ Affect HCPs at an intrapersonal level
▪ EQ is linked to:
▪ Quality clinical decision making
▪ Quality patient care & outcomes
▪ Improved interpersonal relationships
▪ Better management of emotions
▪ Employee retention
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Bulmer Smith, K., Profetto-McGrath, J., & Cummings,
G. (2009). Emotional intelligence and nursing: An
integrative literature review. International Journal of
Nursing Studies, 46(12), 1624-1636. PMID:
19596323
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EQ: Understanding & Improving Behaviors
▪ Higher EQ =
▪ Better able to manage stress
▪ Increased productivity
▪ Decreased behavioral dysfunction in workplace
▪ Guidelines, policies, processes & protocols help, but
remainder is driven by individual behaviors
▪ Understanding & modifying behaviors is critical for best
patient care
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Rosenstein AH and Stark D (2015) Emotional
Intelligence: A Critical Tool to Understand and Improve
Behaviors That Impact Patient Care. J Psychol Clin
Psychiatry 2015, 2(1): 00066. DOI:
10.15406/jpcpy.2015.02.00066
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EQ in Professional Nursing Practice
▪ Definition - “Autonomy, accountability, mentoring,
collegiality, respect, trust, integrity, knowledge, &
activism.”
▪ Outcomes – “Quality patient care, professional
satisfaction, & autonomy in nursing practice”
▪ Study purpose – use EQ framework to analyze 16
nursing stories – factors to improve retention & patient
outcomes
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EQ in Professional Nursing Practice
▪ Self-Awareness – consistent assessment of strengths & limitations,
& had a sense of self-worth – important to retention
▪ Social Awareness – demonstrated empathy, recognized patient
needs, & understood system factors – improved outcomes
▪ Self-Management – demonstrated self-control, adaptability, initiative
& conscientiousness – improved patient outcomes & self-worth
▪ Relationship Management – nurses nurtured relationships, used
personal influence & acted as change agents
Conclusion indicates importance of EQ on engagement,
increased retention & improved patient outcomes
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Relationship Between EQ in HCPs
& Caring Behavior
Higher EQ
Self- Compassion
Empathy
Resilience
Social Support
Job Satisfaction
Lower EQ
Increased Burnout
Increased Stress
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Nightingale, S., Spiby, H., Sheen, K., & Slade, P. (2018).
The impact of emotional intelligence in health care
professionals on caring behaviour towards patients in
clinical and long-term care settings: Findings from an
integrative review. International Journal of Nursing Studies,
80, 106-117. PMID: 29407344
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EQ in Professional Nursing Practice
▪ Intro included a case study: 43 y/o male w/ hx of cardiac arrest 3 years prior
▪ Patient was running on treadmill at home in am. Wife heard loud noise and
ran to find husband face down on treadmill with head injury & no pulse. No
CPR until paramedics arrived on scene. Patient intubated and transported to
hospital.
▪ Hospital cardiac team included an APN.
▪ Initial concern of permanent brain damage (No CPR/delayed care)
▪ Emotions hit: her husband is the same age
▪ Frustration: why didn’t the wife initiate CPR? Placing judgement?
▪ Emotional Forecasting – ability to anticipate personal emotional reactions
▪ Management of these emotions can positively influence relationships with
patients/families & increase ability to provide supportive care
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Raghubir, A. (2018) Emotional intelligence in
professional nursing practice: a concept review
using Rodgers's evolutionary analysis
approach. International Journal of Nursing
Sciences, 5(2), 126-130.
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EQ in Professional Nursing PracticeJob
Satisfaction
Stress
Burnout
Positive Environment
Quality of Patient Care
Patient Outcomes
Decision-making
Critical Thinking
Employee Well-being
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Raghubir, A. (2018) Emotional intelligence in
professional nursing practice: a concept review
using Rodgers's evolutionary analysis approach.
International Journal of Nursing Sciences, 5(2),
126-130.
Emotional
Intelligence
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Practical Application of
Emotional Intelligence
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How to Build EQ = Brain Training
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Increasing EQ = Improving communication between your rational and emotional brain
Neuroplasticity – the ability of the brain to
continually change itself structurally thru
new experiences & exercises
▪ Unfreeze current environment
▪ Change thru exercise & new behavior
▪ Re-freeze new environment
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EQ Competencies
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Self AwarenessEmotional Self-Awareness
Accurate Self-Assessment
Self-Confidence
Social AwarenessEmpathy
Organizational Awareness
Service Oriented
Self ManagementSelf Control
Transparency
Optimism
Adaptability
Achievement Orientation
Initiative
Relationship ManagementDeveloping Others
Inspirational Leadership
Influence
Change Catalyst
Conflict Management
Teamwork & Collaboration
EQ
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Self-Awareness
▪ Ability to accurately perceive your emotions in the moment and understand your tendencies across situations
▪ Comes from developing an honest understanding of “what makes you tick”
▪ People high in self-awareness are
▪ clear in their understanding of what they
do well
▪ what motivates and satisfies them
▪ people & situations push their buttons
▪ 83% of people high in self-awareness are top
performers, and just 2% of bottom performers
are high in self-awareness
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Self-Awareness
Recognize & understand your emotions
▪ What are your triggers?▪ Who or what pushes your buttons?▪ Daily self-reflection ▪ Objective feedback from others (trust)▪ Practice disclosing emotions▪ Self-monitor current emotional state
multiple times per day▪ Lean into your discomfort▪ Stop & ask yourself why you do the
things you do?
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Self Awareness
Social Awareness
Self Management
Relationship Management
EQ
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Self-Management
▪ Ability to control/re-direct emotions constructively.
▪ Managing your emotional reactions to situations & people
▪ More than resisting explosive or problematic behavior - putting your immediate
needs on hold to pursue larger, more important goals
▪ Allows a person to withhold judgement & to think before acting
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“Amygdala Hijacking”
➢ sudden, “default” emotional reaction
➢ Afterwards you feel guilty or embarrassed
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Self-Management
Learn to self-soothe/stress management
▪ Practice mindfulness, meditation & breathing exercises
▪ Count to 10▪ Sleep on it▪ Smile & laugh more▪ Take control of your self talk▪ Improve your sleep hygiene (impacts
patience, flexibility & alertness)▪ Learn from everyone you encounter▪ Take responsibility for your words &
actions
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Self AwarenessSocial
Awareness
Self Management
Relationship Management
EQ
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Social Awareness
▪ Ability to pick up on emotions in others and
understand what is really going on with them
▪ Perceiving what others are thinking and feeling even if
you don’t feel the same way
▪ Putting yourself in someone else’s shoes
▪ Empathy is key
▪ Listening and observing are the most important
elements, not talking, anticipating, or thinking ahead
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Social Awareness
Empathy = recognizing emotions in others
▪ Fundamental “people skill” & most important
social awareness competency
▪ Listen for understanding (active listening)
▪ Be attune to body language
▪ Consider perspectives & viewpoints of others
▪ Don’t take notes in meetings – make eye
contact while others are speaking
▪ Watch EQ at the movies/Go people watching
▪ Put yourself in the shoes of others
▪ Assume positive intent
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Self Awareness
Social Awareness
Self Management
Relationship Management
EQ
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Relationship Management
▪ Ability to use awareness of your own emotions and those
of others to manage interactions successfully
▪ Includes clear communication & effective handling of
conflict
▪ Able to see the benefit of connecting with many people,
even those with whom they are not fond
▪ Relationship management poses the greatest challenge
for most people during times of stress
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Relationship Management
Handling relationships = Managing
emotions in others
▪ Be authentic
▪ Be open & curious
▪ Build trust & rapport with others
▪ Enhance your communication style
▪ Seek & take feedback well
▪ Explain your decisions, don’t just make
them
▪ Make your feedback direct & constructive
▪ Learn how to handle & manage conflict
▪ When you care, show it
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Self AwarenessSocial
Awareness
Self Management
Relationship Management
EQ
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Summary – Emotional Intelligence
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A proven method of developing your
emotional intelligence competencies is
through a process of intentional change.
➢ EQ is important for personal well-
being & personal/professional
relationships
➢ EQ has been proven to be
beneficial within healthcare in
patient care & outcomes, clinical
decision making, patient safety, &
patient satisfaction
➢ EQ can be learned and developed
thru purposeful & intentional effort,
& ongoing practice
➢ Advanced – employ different
strategies based on situation &
develop personal strategies to
influence patient care
➢ Self-awareness and empathy are
critical – must be open-minded
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References
▪ Primal Leadership: Realizing the Power of Emotional Intelligence – Daniel Goleman, Annie McKee, & Richard E. Boyatzis
▪ Emotional Intelligence 2.0 – Travis Bradberry & Jean Greaves
▪ Emotional Intelligence: Why It Can Matter More Than IQ – Daniel Goleman
▪ Becoming a Resonant Leader – Annie McKee, Richard Boyatzis & Frances Johnston
▪ The Power of Positive Leadership: How & Why Positive Leaders Transform Teams – Jon Gordon
▪ “The Emotional Advantage: Why EQ is more important to success than IQ and what to do about it” – Brandon Kozar, Nationwide Children’s Hospital
▪ Bulmer Smith, K., Profetto-McGrath, J., & Cummings, G. (2009). Emotional intelligence and nursing: An integrative literature review. International Journal of Nursing Studies, 46(12), 1624-1636. PMID: 19596323
▪ Canales, R. & Cleveland, T. (2015). Emotional intelligence: one component in the HeART of medicine. The Journal of Physician Assistant Education, 26(4), 200–203. PMID: 26859900
▪ Kooker BM, Shoultz J, Codier EE. Identifying emotional intelligence in professional
▪ nursing practice. J Prof Nurs 2007;23(1):30e6.
▪ Nightingale, S., Spiby, H., Sheen, K., & Slade, P. (2018). The impact of emotional intelligence in health care professionals on caring behaviour towards patients in clinical and long-term care settings: Findings from an integrative review. International Journal of Nursing Studies, 80, 106-117. PMID: 29407344
▪ Raghubir, A. (2018) Emotional intelligence in professional nursing practice: a concept review using Rodgers's evolutionary analysis approach. International Journal of Nursing Sciences, 5(2), 126-130.
▪ Rosenstein AH and Stark D (2015) Emotional Intelligence: A Critical Tool to Understand and Improve Behaviors That Impact Patient Care. J Psychol Clin Psychiatry 2015, 2(1): 00066. DOI: 10.15406/jpcpy.2015.02.00066
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Thank You
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