What is emotional intelligence? The ability, capacity, and skill to identify, assess, and manage the emotions of oneself, others, and groups to help guide behavior and thinking in ways that enhance results. Page 4. Used in Healthcare. Patient-family centered care: "bed-side manner" (i.e., the way a physician interacts with his or her patients) is considered one aspect of emotional intelligence in the medical profession. Other factors include empathy and social skills.
Why is emotional intelligence important in healthcare? In order for clinicians to provide quality care to their patients, they must be able to understand and respond to their patients' needs and concerns. Emotional intelligence helps physicians do this by allowing them to recognize their own feelings and those of others, discern how others are feeling, and act accordingly.
Studies have shown that emotional intelligence is related to many positive outcomes in healthcare. These include better patient satisfaction ratings, improved doctor-patient relationships, decreased medical errors, and increased job satisfaction for all involved.
So, who has low emotional intelligence in healthcare? Physicians tend to score lower on measures of emotional intelligence than other professionals. This is likely due to the fact that they are required to deal with their own emotions as well as those of others, often under stressful conditions. Problems can arise when they are not able to handle these stresses effectively which could lead to poor clinical decisions being made or even suicide.
Emotional intelligence is defined as the ability, aptitude, talent, or self-perceived competence to detect, appraise, and manage one's own, others', and groups' emotions. The hypothesis has received widespread acceptance in the literature and has found application in a variety of fields. A meta-analysis by Lee et al. (2010) concluded that emotional intelligence is associated with significant improvements in job performance, job satisfaction, and organizational commitment.
In psychology, emotional intelligence is described as the set of skills that allow an individual to understand his or her own feelings and those of others. It is also referred to as "the ability to recognize your own feelings emotionally as well as the ability to read and understand other people's emotions." Emotional intelligence involves the ability to identify one's own feelings and those of others, to differentiate between them, and to use this information to act accordingly.
Research on emotional intelligence began in the 1980s when Daniel Goleman published two books on the topic: "Emotional Intelligence" (1995) and "Social Intelligence" (1998). Since then, the concept has become widely accepted within the academic community and has been applied to a variety of subjects, including work, education, health, and leadership.
Goleman's theory proposes that emotional intelligence is made up of four distinct but related abilities: emotion recognition, emotion regulation, cognitive empathy, and social intuition.
Emotional intelligence is the capacity to detect and control one's emotions. This includes being aware of your own emotions and effectively handling them, as well as accurately detecting and reacting to the emotions of others. It is believed that many skills relating to emotion are built into the human brain and can be activated when needed.
These skills include self-control, tolerance, motivation, empathy, social skills, and judgment. They are all aspects of what has become known as "emotional intelligence."
Customer service employees need these skills because they are often required to deal with people who are frustrated by delayed deliveries, incorrect charges, or any other type of customer experience issue. By understanding how to best help customers resolve their problems, employee engagement will increase and customer satisfaction rates will rise.
In addition, companies benefit from having more satisfied customers by reducing churn rates and increasing repeat business. These factors lead to greater productivity and lower staffing costs.