Knowing Me,

Knowing Me,

Knowing You

Knowing You

– – using using

your your Emotional Intelligence

Emotional Intelligence

to survive & thrive in the NHS

to survive & thrive in the NHS

WelcomeWelcome

CroesoCroeso

Knowing Me,

Knowing Me,

Knowing You

Knowing You

- using your

- using your Emotional Intelligence

Emotional Intelligence

to survive & thrive in the

to survive & thrive in the

NHSNHSIan Govier Ian Govier

(Facilitator)

opportunitynowhereopportunitynowhere

As a result of this workshop As a result of this workshop you will be able to: you will be able to:

• Identify the key components and principles of Emotional Intelligence (EI);

• Explore how EI can you help you to survive and thrive in the NHS;

• Examine the link between EI, the RCN CLP and patient care.

Workplace Workplace Challenges!Challenges!

Permanent White Water Permanent White Water

The ConstantsThe Constants

ChangeChange ChoiceChoice

PrinciplesPrinciples(Covey, 2006)(Covey, 2006)

The one indisputable The one indisputable fact that characterises fact that characterises

organisational life, organisational life, is that is that

CHANGECHANGE is inevitable.is inevitable.

(Alimo-Metcalfe, 2005)

Challenges to ChangeChallenges to Change

““The greatest The greatest difficulty in the difficulty in the world is not for world is not for

people to accept people to accept new ideas, but to new ideas, but to make them forget make them forget their old ideas!” their old ideas!”

John Maynard KeynesJohn Maynard Keynes ‘Are you kidding? I like it here!’

Between what happens to us Between what happens to us and our response to it….and our response to it….

……..is our freedom to ..is our freedom to choose our responsechoose our response

We have some choices:We have some choices:

GET ORGANIZED GET ORGANIZED or or

‘go with the ‘go with the flow’flow’

What will What will I do differentlyI do differently as a result as a result

of this of this workshop?workshop?

The same 5 common themes The same 5 common themes emerge from each emerge from each

inquiry.inquiry.

Since the inception of the NHS, Since the inception of the NHS, more than 50 NHS public inquiries more than 50 NHS public inquiries have been conducted to address have been conducted to address

catastrophic failures in patient care. catastrophic failures in patient care.

Walshe & Higgins (2002)Walshe & Higgins (2002)

Disempowerment of Disempowerment of staff and patients staff and patientsDisempowerment of Disempowerment of staff and patients staff and patients

IsolationIsolationIsolationIsolation

Poor Poor communicationcommunication

Poor Poor communicationcommunication

Inadequate Inadequate leadership / leadership / managementmanagement

Inadequate Inadequate leadership / leadership / managementmanagement

Failure of Failure of systems systems and and processesprocesses

Failure of Failure of systems systems and and processesprocesses

““Best Boss – Best Boss – Worst Boss”Worst Boss”

From your career experiencesFrom your career experiences identify the key characteristics identify the key characteristics

of your Best Boss / Worst Boss of your Best Boss / Worst Boss

Group exercise

““Emotional Emotional Intelligence Intelligence

Sets Apart Sets Apart Good Leaders”Good Leaders”

What is What is Emotional Emotional

Intelligence?Intelligence?

‘…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, EI is about……In other words, EI 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 management skills that will help us to survive & thrive in the NHS.

The Components of The Components of Emotional Intelligence (EI)Emotional Intelligence (EI)

• Self-Awareness

• Self (Emotion) Management

• Social Awareness

• Relationship Management

                              

Self-AwarenessSelf-Awareness• Emotional self-awareness

• Accurate self-assessment

• Self-confidence

How are How are you you

feeling?feeling? (naming and describing your

emotions)

Workplace Workplace Emotions!Emotions!

To become more emotionally intelligent, what would my

colleagues ask me to:

• stop doingstop doing

• do more of;do more of;

• do differently?do differently?

Time for Time for a a BreakBreak

Self-ManagementSelf-Management• Emotional self-control• Transparency• Adaptability• Achievement orientation• Optimism

Social AwarenessSocial Awareness• Emotional self-awareness

• Organisational awareness

• Self-confidence

EI EI

Awareness Awareness Test Test

Group exercise

Relationship ManagementRelationship Management

• Influence• Developing others• Inspirational leadership• Change catalyst• Conflict management• Teamwork & collaboration

Relationship ManagementRelationship Management

• DDescribe the situationescribe the situation

• EExpress how you xpress how you FEELFEEL

• SSpecify what you wantpecify what you want

• CConsequences which will result, onsequences which will result,

negative and/or positive negative and/or positive

TheThe ‘DESC’‘DESC’ ScriptScript

The Components of The Components of Emotional Intelligence (EI)Emotional Intelligence (EI)

• Self-Awareness

• Self (Emotion) Management

• Social Awareness

• Relationship Management

                              

How do we How do we

develop develop EI EI

in the RCN CLP?in the RCN CLP?Group Work

Self-AwarenessSelf-Management

EmpathySocial SkillsMotivation

What has What has EIEI got to do got to do with improving with improving

patient care?patient care?

Final Final

ThoughtThought

ss

• improved work performance;• more effective leadership;• better teamwork;• improved motivation;• enhanced innovation;• restored trust.

Emotional Intelligence – the ‘bottom line’

What will What will I do differentlyI do differently as a result as a result

of this of this workshop?workshop?

Like a tip of a great Like a tip of a great iceberg, the true iceberg, the true significance of our significance of our

emotional intelligence is emotional intelligence is only now being only now being

uncovered uncovered (Dr.Stephen R. Covey, 2004)(Dr.Stephen R. Covey, 2004)

Ten Habits of Emotionally Ten Habits of Emotionally Intelligent PeopleIntelligent People (Hein, 1999)

• Label their feelings, rather than labelling people Label their feelings, rather than labelling people or situationsor situations

• Distinguish between thoughts and feelingsDistinguish between thoughts and feelings

• Take responsibility for their feelings.Take responsibility for their feelings.

• Use their feelings to help make their decisionsUse their feelings to help make their decisions

• Show respect for other people’s feelingsShow respect for other people’s feelings

Ten Habits of Emotionally Ten Habits of Emotionally Intelligent PeopleIntelligent People

• Feel energised not angryFeel energised not angry

• Validate others’ feelingsValidate others’ feelings

• Practise getting a positive value Practise getting a positive value from their negative emotionsfrom their negative emotions

• Don’t advise, command, control, Don’t advise, command, control, criticize, blame or judge otherscriticize, blame or judge others

• Avoid people who invalidate them Avoid people who invalidate them or don’t respect their feelings or don’t respect their feelings

Beware of Beware of Emotional Saboteurs!!Emotional Saboteurs!!

……and and

finally!finally!

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.

Which one Which one

are you?are you?

Thank You

DiolchWebsite: www.ctrtraining.co.uk

http://www.ctrtraining.co.uk/resources.php

Knowing Me,

Knowing Me,

Knowing You

Knowing You

- using your

- using your Emotional Intelligence

Emotional Intelligence

to survive & thrive in the

to survive & thrive in the

NHSNHSIan Govier Ian Govier

(Facilitator)