Emotional Intelligence The Key to Success Brian Aboff, MD, MMM Mathew Burday, DO Joseph Deutsch, MD John Donnelly, MD Christy Edwards, C-TAGME
Have you ever met a resident who. Is ridiculously smart, but is often having conflict with fellow residents or staff? Is so emotional that one day she hates an attending because of negative feedback and never wants to work with him again, and then a week later (in response to positive feedback) that he s great and cannot wait to work with him again? Makes a mistake on one case and suddenly half a dozen nurses complain that the resident should be pulled from the rotation?
WHAT IS EMOTIONAL INTELLIGENCE? The ability to identify and manage one s own emotions and the emotions of others
THE CONCEPT OF EMOTIONAL INTELLIGENCE HAS BEEN AROUND FOR A LONG TIME
Aristotle ANYONE CAN BECOME ANGRY - THAT IS EASY. BUT TO BE ANGRY WITH THE RIGHT PERSON, TO THE RIGHT DEGREE, AT THE RIGHT TIME, FOR THE RIGHT PURPOSE, AND IN THE RIGHT WAY THAT IS NOT EASY
EI = EQ
SO WHY TALK ABOUT EMOTIONAL INTELLIGENCE?
People with higher Emotional Intelligence: Suffer less burnout and have higher job satisfaction Are more effective team members Cope better with stress Are more effective leaders Weng HC, et. al. 2011 Arora S, et. al. 2010
Successful Leaders 85% Emotional Intelligence 15% Intellectual Capability
IQ vs. EQ No correlation between IQ and EQ IQ is relatively inflexible EI can be learned and change over time EI not correlated with personality types Extroverts can have low EQ Introverts can have high EQ
Components of Emotional Intelligence Self-awareness Self-management Social awareness Relationship management
Components of Emotional Intelligence Awareness Actions Personal Competence Self Awareness Self- Management Social Competence Social Awareness Relationship Management
Self-Awareness Emotional self-awareness Reading one s own emotions and understanding its impact Accurate self-assessment Knowing ones strengths and limits
A person with high self-awareness: Understands how their feelings affect them They know their triggers For example: Tight deadlines stress me out. My teenage kids flip out when they felt disrespected
Self-Management Decision making Problem solving Moderating social behavior Emotion Motivation Inner conversation that frees us from being prisoners of our emotions
A person with self-management skills: Keeps disruptive emotions and impulses under control Channels their emotions in useful ways Is willing to acknowledge how they feel to others in a positive way
Social Awareness The ability to pick up on what others are feeling, particularly when it is different than one s own feelings (i.e. empathy)
A person with high social awareness skills: Reads non-verbal cues Asks open ended questions about how others feels Can recognize mood shifts and understand how this can have a significant impact on success
Relationship Management Ability to affect other s emotions
A person with high relationship management skills Effectively manages conflict Enhances teamwork and collaboration Inspires and influences people
Emotional Intelligence Accurate selfassessment Self Awareness Social Awareness Empathy Situational Awareness Self-control Transparency Self- Management Relationship Management Influence Manage conflict Collaborate
Now it s your turn with the help of Inside Out
Your name is Joey and you are the residency program coordinator. One of your primary responsibilities is to help schedule residents for their elective rotations. Your process includes sending emails to the subspecialty office staff and asking for help with placement of residents. Almost all of the subspecialty office staff is receptive to your requests, except for one office you always seem to have trouble with
Monica is an office assistant at a subspecialty office who always seems to push back on your requests. The following is an email exchange between you and Monica.
Hi, Monica. Happy new academic year! Attached you will find the resident schedule for this year. As in past years, I have included the resident emails and cell phone numbers so you can contact them before each rotation. Thank you for everything you do for our residents! Sincerely, Joey, Program Coordinator
Unfortunately that schedule won t work. We have a number of blackout dates when WE CAN NOT TAKE A RESIDENT. Monica
Monica- Our program director spoke to your physicians a few weeks ago to finalize the schedule. As you know this elective is a required rotation for our residents. I am concerned a resident might not graduate if they cannot complete this elective. Joey
Dr. Chandler gave me the blackout dates and I sent them to you a few months ago, but I see there are still residents scheduled on them. Those residents will just have to rotate at a different office. Can you PLEASE send a new schedule ASAP!!! Monica
Monica, We really need those dates. I have special requests from my residents to work with your physician group. They are going to be really upset if they have to work with another office. Can you speak to Dr. Chandler again? Joe
Joey, I spoke to Dr. Chandler about this already. There is no way we can do it. You don t know how our office works when we have residents. M
Okay, thanks. I ll just have our program director call Dr. Chandler. J
5 minute table discussion Identify opportunities to improve the emotional intelligence of Monica and Joey. What would you recommend to each person to further develop their emotional intelligence? Assign a table champion to report out one opportunity or recommendation.
Emotional Intelligence: Now What?
IQ EQ Personality
Trust Empathy Flexibility Reliability EQ Stress Mx Decision Making Anger Mx Change Tolerance
Self Awareness Self Management Social Awareness Relationship Management Trust and Influence
RELATIONSHIP MANAGEMENT
Relationship Management Everything is awesome, everything is cool when you are part of a team. -The Lego Movie
Relationship Management Every interaction is a relationship Relationships take work Assume it is your responsibility to make it work If the outcome matters: make the most of your relationships It doesn t matter if you like the other person You only have control of yourself not the other person
Relationship Management Strategies Be curious about others Be kind Open up about yourself to the right degree Don t be afraid to say, Thank You Explain why you are making decisions Validate emotions!
SOCIAL AWARENESS
Social Awareness When people talk, listen completely. Most people never listen. -Ernest Hemingway
Social Awareness Be AWARE of others What is important to them? Accept who they are PERCEIVE what others are feeling even if it is different from how you are feeling STOP thinking about your own needs so you can observe others LISTEN to others without thinking about your needs
Social Awareness Strategies Watch Body Language Listen! Tone, speed, volume Hold your tongue until the time is right Imagine what it would be like to be them Be socially present and attentive Make people think they are important It s not about you!
SELF MANAGEMENT
Self Management Relax, don t do it. -Frankie Goes to Hollywood
Self Management Think towards the future instead of reacting to the present Will this reaction help you achieve your goals Don t let others unravel you Anticipate Button Pushers Avoid emotional hijacking Get angry for the right reason
Self Management Strategies Breath, count, sleep Control self talk Nothing is absolute Judge yourself less Don t blame other You can control your buttons Apologize when your emotions get the best of you
SELF AWARENESS
Self Awareness Check yo self before you wreck yo self -Ice Cube
Self Awareness You will fail to control your emotions Learn from emotional mistakes Reflect on the consequences when your emotions adversely affect your relationships Be aware of your buttons Their perception is their reality You may not realize how people perceive you If it matters, work to change their perception
Self Awareness It doesn t feel good to hear negative things about yourself Defensiveness can be a sign of poor self awareness Be willing to reflect on criticism Work to improve yourself Be open to feedback even if you didn t ask for it
Self Awareness Strategies Work on being aware of emotions Good and Bad Why did I feel upset? Your emotion have an effect on others Ask others how they are affected No pain no gain Hard to admit what needs to be changed Seek and accept feedback
Self Awareness Self Management Social Awareness Relationship Management Trust and Influence
Summary In the end, it s all about relationships To get what you want, you need to work on the relationships It s not what you say, it s how you say it Be attentive and mindful of others You can only control your emotions Learn from your mistakes Look for feedback
Summary When a resident is struggling, an EQ deficit could be the primary problem Awareness of EQ is the first step to improving it Try to identify which of the 4 areas of EQ is creating the deficit Coaching and mentoring will be the key to success It is our responsibility to help our residents become excellent physicians
References Arora S, Ashrafian H, DavisT, Darzi, A, Sevdalis N. Emotional Intelligence in Medicine: A Systematic Review Through the Context of the ACGME Competencies. Med Ed. 2010: 44: 749-764 Bradberry T, Greaves J. Emotional Intelligence 2.0. Talent Smart 2009 Davis S. Emotional Intelligence & Leadership lecture given for the Carnegie Mellon University MMM Program, 2014 Goleman D. Leadership: The Power of Emotional Intelligence Selected Writings. More Than Sound LLC. 2011 Goleman D. Primal Leadership: Unleashing the Power of Emotional Intelligence. 2013 Taylor, C, Farver, C, Stoller, J. Can Emotional Intelligence Training Serve as an Alternative Approach to Teaching Professionalism to Residents? Acad Med. 2011: 86: 1551-1554