EQ in Practice: Personal and Organizational Wellbeing
To practice EQ means you are seeking opportunities to tune into emotion, making careful choices about how you are thinking, feeling, and acting, and doing that in a way that’s purposeful.
EQ Stories: Customer Service with Emotional Intelligence
Kevin Donohoe, age 27, works in a field that is ripe for the use of emotional intelligence; health insurance. He staffs a customer service help line for ServRx, a company that bills and collects workers’ compensation prescription claims for pharmacies. His phone...
Research Report: Leadership EQ and Work Engagement in Healthcare
Important update: Dr. Vyas has published her findings in the International Journal of Strategic Management. The article can be retrieved here. What is the connection between a leader’s emotional intelligence and how engaged their employees are? A new study by...
The Vital Hospital: EQ and Patient Centered Care
I was remembering recently the last months I spent with my father during his terminal illness and his successful determination to stay out of the hospital, to remain at home until the end. He felt that going to the hospital would cause unneeded stress, discomfort, and...
Emotional Intelligence and Collaboration in Health Care
Collaboration has emerged as a critical “doorway” to positive outcomes in healthcare, but without emotional intelligence it’s nearly impossible to change from the old model — a little neuroscience shows why.
Connecting with Patients: The Basic Ingredient of Care
As the pace of healthcare increases, empathy is becoming scarce. Yet research shows that empathy actually may save time – and save lives. The learnable skills of emotional intelligence may be an essential ingredient in supporting providers to meaningfully and effectively connect with patients.
White Paper: Stress, EQ, and Performance in Healthcare
by Lorenzo Fariselli, Joshua Freedman, Massimiliano Ghini MBA, Federica Valentini Publication Date: Feb 25, 2008 A press release and a powerpoint are available to accompany this paper, as well as a PDF version. Abstract As in many fields, healthcare is a complex and...
Case: EQ at HMC – Increasing Care in Healthcare
An emotional intelligence program for customer service forms the basis of organisational culture for improving patient care in a new flagship program. Background: Hamad Medical Corporation (HMC) is a non-profit medical corporation based in Doha, Qatar. It operates...
EQ VitalSigns: CARE
From Caring Comes Courage. – Lao Tzu Ancient Chinese Philosopher Preparing a presentation for a group of doctors, I was paralyzed by a terrible feeling of inadequacy. “Who am I to instruct physicians?” Reflecting on my reaction, I realized I’d fallen...
What is your work?
I was consulting with a client recently about his work and the changes he’d like to implement in his healthcare services business. He’s facing two changes: shifting from being a professional to being a manager & leader — instead of doing his...