EI for the IDT. Emotional Intelligence for the Interdisciplinary Team. Emotional Intelligence. Intelligent Emotions

Transcription

1 Emotional Intelligence for the Interdisciplinary Team --or-- EI for the IDT Joy Berger, FT, DMA, BCC, MT-BC Director of Education Hospice Education Network, Inc. Emotional Intelligence Intelligent Emotions 1

2 Patients and Families Affective Cognitive Values Decisions Actions - Outcomes 2

3 Interdisciplinary H&P Teams Affective Cognitive Values Decisions Actions - Outcomes Hospice and Palliative Care? Patients Families Caregivers IDT Admin Support Vols Storm or Transform? Patients Families Caregivers IDT Admin Support Vols 3

4 CORE CoPs Co-? Co-? Co-? CORE CoPs Co-llaborate Co-ordinate Co-mmunicate IDT s Expected Outcomes Emotional satisfaction for the patient and family in the midst of dying, death, and bereavement Intelligent data that demonstrates effectiveness and efficiency And employee satisfaction and retention! 4

5 Emotional Intelligence Self Awareness and Self-Regulation Social Intelligence (empathy and social skills) Being disciplined in achieving goals Being adaptable, and Remaining calm and clear under pressure. Daniel Goldman, 2011, Blog Leader to Leader, retrieved 10/1/2012 Common Team Problems Interpersonal Conflicts Turfdom with Roles Competition Confusion Definition HE Can lead to Friction Isolation of members can impede interdisciplinary collaboration and the development of holistic plans of care. Wittenberg-Lyles, EM; Oliver, DP; Demiris, G; Regehre, K. Exploring Interpersonal Communication in Hospice Interdisciplinary Team Meetings. Journal of Gerontological Nursing July; 35(7): Picture Your Workplace... It s time for hospice care Pain and symptom management Caregiver crisis IDT members disagree Caregiver s fears Actively dying Attend a death Funeral home visitation, funeral Bereavement care Grandchildren, children, siblings 5

6 1. Describe Emotional Intelligence and why it matters for the hospice interdisciplinary team (IDT) in delivering quality patient care. 2. Identify the four, sequenced skills of emotional intelligence. 2. Relate Emotional Intelligence s four skills to IDT cohesiveness and collaboration as described by the CoPs for interdisciplinary care planning and NHPCO s Interdisciplinary Team Competencies Grid. Increase our EI capacities Empathy Wisdom Decisions Actions Impact Effects Humanity 6

7 What is EI? Emotional Intelligence: the ability to monitor one s own and others feelings and emotions, to discriminate among them and to use this information to guide one s thinking and action. Peter Salovey and John D. Mayer The Whole Brain Daniel Goleman 7

8 There is no I in TEAM? You: The Person Heart Compassionate Empathic Sensitive Calm Heart-Felt Caring Committed Mind Thoughtful Mindful Focused Critical Thinking Skills Problem-Solving Attuned Aware SASHET Families of Emotions Anthony Mersino, Emotional Intelligence for Project Managers 8

9 Name It and Claim It Self-Awareness Own your emotions, thoughts, experiences, values, decisions Prevent Projection Transference Enmeshment You the Professional? Select the top 2 that will make or break your effectiveness in your hospice/palliative role Heart Compassionate Empathic Sensitive Calm Heart-Felt Caring Committed Mind Thoughtful Mindful Focused Critical Thinking Skills Problem-Solving Attuned Aware Techniques to Improve Self-Awareness Keep a feelings journal Track emotions with a tally sheet Tune into physical sensations of stress Check your face in the mirror Use paired sharing Backtrack From Anthony Mersino, Emotional Intelligence for Project Managers 9

10 Self-Regulation Temper Temperature Tempered 10

11 Choose and Use Your Emotion Amygdala Hijack Threat = Fight, Flight or Freeze 11

12 Your Brain In Pain I was so mad, I couldn t think straight! Why didn t I say? I don t know what happened! I lost control! Emotional Red Flags 1. Inappropriate Humor 2. Use of Sarcasm 3. Passive Aggressive Behavior 4. Playing the Victim 5. Hostility Triggers Things others do that trigger you? Things you do that trigger others? 12

13 Self Regulation Red: STOP Calm Down Yellow: Think before you act. You can t control what you feel, but you can decide what you do next. Green: Try it out. Be ready to adapt. Engage your thinking skills Choose your response Shift your fight, flight, or freeze reaction Six Second Pause Self-Regulation Formula I feel angry. I feel sad. I feel happy! I feel afraid. What s the threat? What s the loss? What do I value? What is at stake? 13

14 Recall a Tough Team Time Recall a time when you did not use the pause intervention. What were the results? Recall a time when you did use the pause intervention. What were the results? Self Regulation Remember not only to say the right thing in the right place, but far more difficult still, to leave unsaid the wrong thing at the tempting moment. Benjamin Franklin ( ) 14

15 Sympathy vs. Empathy Other Awareness: Empathy EMPATHY IS NOT Feeling it exactly like another Knowing exactly what the other thinks Having to agree with the other s interpretations or opinions Imposing your bias EMPATHY IS Getting it from the other s experience Validating and affirming the other s thoughts and emotions Caring about the other, even when not in agreement 15

16 Empathy Does Not Take Away the Other s Experience Oh, I know just how you feel. Let me tell you about. Use your self-awareness to tune into your responses, emotions, stories --- and refocus yourself to keep connected and focused on the other s experience. Empathy communicates... Cognitive: I know how you see things. I can take your perspective. Emotional: I feel with you. I m able to sense in the moment how are are reacting. Concern: I sense you need some help and I spontaneously am ready to give it. Other Awareness / Empathy Be not disturbed at being misunderstood; be disturbed rather at not being understanding. Chinese proverb Grant that I may not so much seek to be understood as to understand. Prayer of St. Francis of Assisi Let my heart, soul and mind be always strong with wisdom, knowledge and understanding. Native American prayer 16

17 Triggers: Soft Start-Up Use your Self Awareness and Self Regulation John Gottman s Soft Startup Good timing Affirm value of person Express: clearly, nonattack, without criticism Expectations John Gottman s EI for Couples predictors Contempt Criticism Defensiveness Stonewalling Qualities of Empathy Respect Acceptance Non-possessive warmth The other feels valued Empowerment and ownership of one s experience Empathy and Accountability Empathy + Accountability = Relational and Problem Solving Outcomes Think = Plan Feel = Care Patient s PLAN of CARE 17

18 Tools to Take Home Tell me more Help me understand Turn your opinionated statement that closes down another into a question that opens up dialogue 18

19 Relate Emotional Intelligence s four skills to IDT cohesiveness and collaboration as described by the CoPs for interdisciplinary care planning and NHPCO s Interdisciplinary Team Competencies Grid. CoPs Hospice Care Defined Comprehensive set of services Coordinated by interdisciplinary group For physical, psychosocial, spiritual and emotional needs Terminally ill patient and/or family members Specific patient plan of care CoPs Communicate Significant change in patient s physical, mental, social or emotional state Clinical complications Need to transfer When a patient dies 19

20 IDT Patient/family info Plan of Care Interdisciplinary respect and shared responsibilities Complex schedules Continuity of Care, 24/7, changing levels of care Ensure balanced emotional / professsional boundaries with patients and families and with each other IDT Respect and trust in each team members skills, knowledge, expertise, and motivation are imperative. Lack of respectful conflict will result in group uniformity, which may stifle the creativity and the professional advancement and development of team members. Diverse ideas and opinions are often the impetus for innovative solutions for patient care problems. Palliative Care Nursing: Quality Care to the End of Life 20

21 EI for the IDT? Evidence based research indicates hospice interdisciplinary communication is a crucial factor for: Check any that your IDT is doing well. Arrow any that your IDT can improve. Managing pain Reducing patient falls Improving safety in the home Preventing patient abuse, neglect, mistreatment, and exploitation Educating caregivers Developing family confidence Preparing the family for the death Fostering healthy Does EI Matter? When documenting a challenging case Interacting in team meetings When going from an emotionally charged death to meeting a new patient/family When collaborating with physicians When surveyors arrive unexpectedly When an emergency/disaster hits Team Education 33% report training includes team building More than 50% reported their team needs ongoing training in Case presentation Conflict resolution Communication Relationships Teamwork Would you send a team to a game without training and practice? Baldwin, PK; Wittenberg-Lyles, E; Oliver, DP; Demiris, G. An Evaluation of Interdisciplinary Team Training in Hospice Care, Journal of Hospice & Palliative Training, May/June 2011, Vol 13, Issue 3, pp

22 Move It Further! Let s play EMOTION RESOLVE / RESOLUTION E-Motion + Re-Solve = Re-Solution Patient Family Goals Identity and role of the IDT supersedes personal identities and agendas Collaborative communication Shared leadership Consult with one another Interdependent work to achieve goals identified by patient and family Palliative Care Nursing: Quality Care to the End of Life Effective Relating The ability to Foster healthy relationships Different opinions and emotions are valued Shift a potentially destructive encounter into an effective, positive experience 22

23 Defining Effective Relating for the IDT Interdisciplinary Team Competency Grid Competencies for Novice/Proficient/Expert Skills Team Function Working with Patients/Families Working with Team Members Communication Qualities of a High Functioning Team Member Collaborative Problem Solving Educational Uses Orient and Precept New Employees Continuing Team Education Define and Prioritize Your Standards Improve Individual s Behaviors Assess / Address / Work Through Team Conflict Recognize Team Excellence Adapt for Uses Beyond Patient Care Team 23

24 Reflective Case Study Easy to Remember EI Know your self. Choose your self. Give your self. Thank you for your mind-full heart-felt hospice and palliative care. Joy Berger 24