Using your

Emotional

Intelligence to survive & thrive in the NHS

RCN Clinical Leadership Programme

Some quick

revision

Emotional

Intelligence sets apart

effective leaders

Like a tip of a great iceberg,

the true significance of our

emotional intelligence is

only now being uncovered (Stephen R. Covey, 2004)

Like a tip of a great iceberg,

the true significance of our

emotional intelligence is

only now being uncovered (Stephen R. Covey, 2004)

We are being judged

by a new yardstick:

not just by how smart

we are, or by our

training & expertise…

Daniel Goleman

…but also by how well we

handle ourselves & each other.

Transformational leadership

serves collective interests

and develops and

empowers others…

…emotional intelligence

is its driving force!

(Power et al, 2004)

Where would you like to go today?

ctr

How will I

think or act

differently as a result of

today’s workshop?

Emotional

Intelligence sets apart

effective leaders

What is

Emotional

Intelligence?

From your career experiences

identify the key characteristics

of your Best Boss

Defining Emotional Intelligence

“a set of emotional and social

skills that influence the way we

perceive and express ourselves,

develop and maintain social

relationships, cope with challenges,

and use emotional information in

an effective and meaningful way.”

‘…the capacity for recognising

our own feelings and those

of others, for motivating

ourselves and for managing

emotions effectively in

ourselves and others.’

(Power et al, 2004)

In other words, EQ is about……

• Knowing how you and others feel and what to do about it;

• Knowing what feels good and what feels bad, and how to get from bad to good;

• Possessing emotional awareness, sensitivity and the leadership / management skills that will help us to survive & thrive in the ‘permanent white water’ of the NHS workplace.

Bar-On

Model of

Emotional

Intelligence

• Self-regard

• Self-actualisation

• Emotional Self-awareness

Self-perception

Self-Regard is respecting oneself while understanding and

accepting one’s strengths and weaknesses. Self-Regard is often

associated with feelings of inner strength and self-confidence.

Self-Actualization is the willingness to persistently try to

improve oneself and engage in the pursuit of personally

relevant and meaningful objectives that lead to a rich and

enjoyable life.

Emotional Self-Awareness includes recognizing and

understanding one’s own emotions. This includes the ability to

differentiate between subtleties in one’s own emotions while

understanding the cause of these emotions and the impact

they have on the thoughts and actions of oneself and others.

Self-perception

• Emotional Expression

• Assertiveness

• Independence

Self-Expression

Self-expression

Emotional Expression is openly expressing one’s feelings

verbally and non-verbally.

Assertiveness involves communicating feelings, beliefs

and thoughts openly, and defending personal rights

and values in a socially acceptable, non-offensive,

and non-destructive manner.

Independence is the ability to be self directed and

free from emotional dependency on others. Decision-making,

planning, and daily tasks are completed autonomously.

• Interpersonal Relationships

• Empathy

• Social Responsibility

Interpersonal

Interpersonal Interpersonal Relationships refers to the skill of developing

and maintaining mutually satisfying relationships that are

characterized by trust and compassion.

Empathy is recognizing, understanding, and appreciating

how other people feel. Empathy involves being able to

articulate your understanding of another’s perspective

and behaving in a way that respects others’ feelings.

Social Responsibility is willingly contributing to society,

to one’s social groups, and generally to the welfare of

others. Social Responsibility involves acting responsibly,

having social consciousness, and showing concern for

the greater community.

• Problem Solving

• Reality Testing

• Impulse Control

Decision making

Decision-making Problem Solving is the ability to find solutions to problems

in situations where emotions are involved. Problem solving

includes the ability to understand how emotions impact

decision making.

Reality Testing is the capacity to remain objective by seeing

things as they really are. This capacity involves recognizing

when emotions or personal bias can cause one to be less

objective.

Impulse Control is the ability to resist or delay an impulse,

drive or temptation to act and involves avoiding rash

behaviours and decision making.

• Flexibility

• Stress Tolerance

• Optimism

Stress Management

Stress Management

Flexibility is adapting emotions, thoughts and behaviours to

unfamiliar, unpredictable, and dynamic circumstances or

ideas.

Stress Tolerance involves coping with stressful or difficult

situations and believing that one can manage or influence

situations in a positive manner.

Optimism is an indicator of one’s positive attitude and

outlook on life. It involves remaining hopeful and resilient,

despite occasional setbacks.

Bar-On

Model of

Emotional

Intelligence

How

are you

feeling? (naming & describing

our emotions)

Emotional

Intelligence sets apart

effective leaders

Workplace

Emotions!

Relationship Management

• D escribe the situation

• E xpress how you FEEL

• S pecify what you want

• C onsequences that will result,

negative and / or positive

The ‘DESC’ Script

To become more

emotionally intelligent, what would my

colleagues ask me to:

• stop doing

• do differently

• continue doing?

How does the

RCN CLP facilitate

the development of

EQ?

What has

EQ got to do

with improving

patient care?

Emotional

Intelligence sets apart

effective leaders

Transformational leadership

serves collective interests

and develops and

empowers others …

…emotional intelligence

is its driving force!

(Power et al, 2004)

• improved work performance;

• more effective leadership;

• better teamwork;

• improved motivation;

• enhanced innovation;

• restored trust.

Emotional Intelligence – the ‘bottom line’

In hard times, the soft stuff often goes away.

But emotional intelligence, it turns out, isn't

so soft. If emotional obliviousness jeopardizes

your ability to perform, fend off aggressors, or be

compassionate in a crisis, no amount of attention

to the bottom line will protect your career.

Emotional intelligence isn't a luxury you can

dispense with in tough times. It's a basic

tool that, deployed with finesse, is the

key to professional success.

How will I

think or act

differently as a result of

today’s workshop?

Beware of

Emotional Saboteurs!!

Emotional

Intelligence sets apart

effective leaders

Emotionally intelligent leaders look out of the window to apportion credit - they

acknowledge colleagues, and admit to a fair dose of good luck. But they look in the

mirror to assign responsibility - they never blame outside events when things go wrong.

In contrast, less emotionally intelligent leaders

tend to do the opposite - they look out of the

window for factors to blame, but they gaze in the

mirror to credit themselves when things go well.

www.ctrtraining.co.uk