EMOTIONAL INTELLIGENCE

The Power of the PA

Tracy Mitchell
Education Coordinator
Department of Ob/Gyn
University of Ottawa
 Objectives
• Investigate
– To examine
– To explore
– To study

• Discover
– To see
– To determine
– To find out

• Utilize
– To develop
– To make use of
– To operate
 A Day in the Life…….
EI does not discriminate

Let’s get us some

Don’t confuse EI for charisma or good social

skills
And especially, not with intellect
 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
Aristotle
Robert Plutchik’s Wheel of Emotions
http://simple.wikipedia.org/wiki/List_of_e
motions
 What is Emotional Intelligence,
Really?
• Defined by Wikipedia
– is the ability to identify, assess, and control
the emotions of oneself, of others, and of
groups.
• Defined by Psychology (About.com)
– refers to the ability to perceive, control and
evaluate emotions.
 Defined by Daniel Goleman
1. What is emotional intelligence?
2. Are we becoming more emotionally
intelligent?
3. Are women more emotionally intelligent
than men?
4. What cultures have the highest
emotional intelligence?
 EI As Described by Daniel
Goleman

http://bigthink.com/ideas/14673
Physical Pathway of EI
Sizing Up The Whole Person

IQ EI

Personality
So – Do You Have It?
 Four Emotional Intelligence Skills
1. Self Awareness
2. Self Management
3. Social Awareness
4. Relationship Management
PERSONAL Self- Self-
COMPETENCE Awareness Management

SOCIAL Social Relationship

COMPETENCE Awareness Management
 Daniel Goleman’s Model for EI

1. Self Awareness (Moral Compass)

 Becoming aware of your emotions
 the ability to know one's emotions, strengths, weaknesses,
drives, values and goals and recognize their impact on
others while using gut feelings to guide decisions
 Strong Self-Awareness
During an RTC meeting, Heather adds an
important point to the agenda item being
discussed with much enthusiasm. She has been
wanting to share this information with the
Committee Members because she feels that this
information will greatly impact the needs of the
Program. But after three minutes in, she notices
that at least half those at the meeting are no
longer listening to her.
 Self-Awareness That Needs
Development

After putting in twelve hour work days for two

weeks, Michelle is surprised on morning to find
herself flat on her back with muscle spasms as
she tries to get out of bed.
Self-Awareness in the Workplace
 Are You Self-Aware?
• Angry
• Enraged
• Stressed
• Frustrated
• Overwhelmed
• Smug
• Shocked
To have greater self-awareness or
understanding means to have a better
grasp of reality.

Dalai Lama
 Daniel Goleman’s Model for EI
2. Self Management (Alignment)
 Actions of the “self”
 Managing your emotions
 Aligning your emotions
 When to act and when not to act
 Involves controlling or redirecting one's disruptive emotions and
impulses and adapting to changing circumstances.
 Strong Self-Management

After an upsetting argument with her teenager,

Miriam drives to work thinking about how to shift
her focus from the emotional argument at home
to a decision that she and her Program Director
will be considering today.
 Self-Management That Needs
Development

When a co-worker speaks up in strong

disagreement about a solution that Sarah has
presented, Sarah feels the blood rushing to her
face, and when she responds, she has difficulty
controlling the sarcastic tone and loud volume of
her own voice.
 How To Self-Manage
• Relax
• Pause
• Acknowledge
• Take a time-out
• Don’t rationalize or problem-solve someone
else’s emotions
• Teach
• Speak Your Truth
• Be Resilient
 Resilience
• Flexibility
• Optimistic
• Learn from mistakes
• Recover from setbacks
 Strong Resilience
A computer software glitch prevents Sally from
accessing the CaRMs website to update the
Program Description. This is a huge setback in
her deadline. Its 5:30 p.m. on a Friday afternoon
and she’s 30 minutes late picking up her son
from school.
On Monday, Sally is at her desk early ready to
contact the IT Department and face the
challenge of adding the correct software so that
she can respond to the PGME office and meet
the 12 noon deadline.
Reliance That Needs Development

With so many deadlines approaching and having

commitments to attending meetings which takes
her out of the office, Celia begins to loose
confidence in her ability as a PA, blames herself
for missing yesterday’s deadline, and begins to
have difficulty sleeping.
 Daniel Goleman’s Model for EI
3. Social Awareness
 Understanding empathy
 Definition of Empathy
 The ability to understand another person’s circumstances,
point of view, thoughts, and feelings. When experiencing
empathy, you are able to understand someone else’s
internal experiences
 Metaphors - “standing in someone’s shoes” or “seeing
something through someone else’s eyes”
 Strong Social Awareness

Although Marilyn has only recently joined the

Department of Internal Medicine, she quickly
becomes aware that the Department Chair rolls
his eyes every time the PGME Director speaks
up during a meeting.
Social Management That Needs
Development

Michael, determined to get through all eleven of

his talking points, never notices the annoyance
of several faces as the RTC meeting goes
twenty-five minutes overtime.
 How To Be Socially Competent
• Be empathetic
• Listen well
• Show sensitivity
• Help out
• Mentor
• Be sensitive
 Taking Advantage of the Power of
Empathy
Karen was known as someone who took advantage of others. Sometimes it was
obvious by the way she would get others to do things for her.
She would start off by paying a lot of attention to the other person.

“Oh Ted, you must be exhausted after working so hard today” Karen began.

“Yes, I am completely wiped out” Ted replied.

“I’m sure you need a rest, let me get you a cold drink” Karen quickly volunteered

“Gee, thanks Karen.”

“Oh Ted, while you’re waiting, do you think you could move that table to the other
side of the room for me? And when you’re done I’d really appreciate it if you could
empty that box of textbooks and place them on the shelf. They shouldn’t be too
heavy. Thanks for offering to help. That’s so nice of you.” Karen gushed as she
fled the room to get the cold water (and escape the hard work she’d just asked
Ted to do)
 Empathy – A Video
http://www.youtube.com/watch?v=-
_z6tJV5uLI&feature=related
Reading People’s Emotions
http://greatergood.berkeley.edu/ei_quiz/
 Daniel Goleman’s Model for EI
4. Relationship Management
 Product of self-awareness, self-management, and social
awareness
 Social skills
 Managing other people’s emotions
 Managing relationships to move people in the desired
direction
Strong Relationship Management

At the recent meeting, Dr. Pilsner announces that

funding has been cut extensively from the
Department and has asked those present to ask
questions and discuss how this may change the
management of things which may affect specific
jobs.
Relationship Management That
Needs Development

When a colleague fails to bring promised

information to the meeting, Sharon reminds her
in front of everyone present that the success of
the team depends on each person doing his or
her part on time.
http://www.youtube.com/watch?NR=1&featu
re=endscreen&v=4mtUCoosXNA

http://www.youtube.com/watch?v=rt4JAclura
U

http://www.youtube.com/watch?v=wIQ6ZBO
PGmg
 How Do You Measure Up?
• www.eiquickbook.com

• http://danielgoleman.info/ei-assessments/
– The Mayer-Salovey-Caruso Emotional Intelligence
Test (MSCEIT)
• http://www.queendom.com/index.htm
• http://psychology.about.com/library/quiz/bl_eq_q
uiz.htm
• http://www.ihhp.com/?page=freeEQquiz
 Mini Quizzes
• Designed to make you more aware of
yourself and your relationships with others
• Answer honestly
• Learn about your level of EI
• Learn the areas that need work
 How To Increase Your EI
• Practice Makes Perfect
• Change Your Mind
• Build Your Skills
• Pay Attention
• Self-Control
• Prepare and Plan
 How To Increase Your EI
• Self-Talk
• Listen
• Observe
 How To Increase Your EI
• Interactions With People
 Bringing Your EI To Work
• Understand Your Emotions
• Manage Your Emotions
 Getting Emotional About Work
• Mary and Jill
 Bringing Your EI To Work
• Quiet conflict grows with unspoken signals,
backhanded comments, and bubbling tension.
• Quiet conflict feeds off of a lack of
communication and a lack of effort to understand
why the other person is defensive or seething.
• Quiet conflict is the result of issues that fester
long enough to let emotional involvement grow
beyond the point of acting rationally.
• Damaged pride and hurt feelings are the first
signs of quiet conflict.
 "Emotional Intelligence is a way of recognizing,
understanding, and choosing how we think, feel,
and act. It shapes our interactions with others
and our understanding of ourselves. It defines
how and what we learn; it allows us to set
priorities; it determines the majority of our daily
actions. Research suggests it is responsible for
as much as 80% of the "success" in our lives."

--From Handle With Care: Emotional Intelligence Activity Book

Thanks to Dr. Daniel Goleman
“If your emotional abilities aren't in hand, if
you don't have self-awareness, if you are
not able to manage your distressing
emotions, if you can't have empathy and
have effective relationships, then no
matter how smart you are, you are
not going to get very far.”