PPT-Emotional Intelligence The key to dealing with difficult people

Emotional Intelligence EI The Key to Dealing with Difficult People Emotional intelligence refers to the capacity for recognizing our own feelings and those of others for motivating . Advanced Managerial Communication. Today’s agenda. Why People Get . Hostile. Effective Listening . Skills. Dealing with Difficult . Questions. Dealing with Difficult Questioners . Delivering Effective Responses. INTELLIGENCE IN . SOCIAL WORK. Economy, efficiency, effectiveness……. . …… emotion. ‘The . most troubling and intractable situations exist when performance difficulties occur in the context of staff who lack accurate empathy, self-awareness and self-management skills. The lack of emotional competence renders specific performance problems, such as poor recording practice, all but . By David Yastremsky. Questions about Emotional Intelligence (EI). How do you define EI?. Is EI characteristic-based or ability-based?. How do you measure EI?. How does EI vary from country to country and industry to industry?. and Personal Skills. 1. 2. 3. Prerequisite. Before going through this course, it is highly recommended that you first go through the course titled 'Emotional Intelligence' to get a basic understanding of the following concepts:. Kelley Newcomer, MD. David Kessler . Understand what can cause a patient to become . difficult. Learn about difficult personality types and how to respond to . them. Discuss difficult situations and how to diffuse . Learning . Objectives. To gain an understanding of the benefits of . active listening. Practice conflict resolution based on real scenarios. Learn from our most difficult customers. Discuss effective methods of follow up. OVERVIEW. Definition of Emotional Intelligence (EI). Brief History. EI Models and Measurement. Ability Based Model. Mixed Models. Trait EI Model. Criticisms of EI. EI in the Workplace. Emotional Intelligence. Implications for All Learners. Gerard P. Rabalais, M.D., M.H.A.. Chair, Department of Pediatrics. Associate Dean for Faculty Development. School of Medicine. Relationship failures are especially problematic in healthcare…. Presented by. David N. Weis, LCPC, ACHE. Director of Resolutions Employee Assistance Program. Emotional Intelligence……Huh?. “I’m a physician/leader, emotions are a very small part of my daily routine.”. Getting Behind the Buzzwords. Questions we’ll consider today. Do we have a common understanding of what EI is and is not?. What are the controversies around the concept?. Can we make a strong, evidence-based business case for a focus on EI?. . Employee Assistance Program. Usually ingrained and inflexible . Is frequently learned, repeated, patterned behavior. Matter of perception. Often a defense for fear, feeling out of control, feeling disrespected. Customer Service – Dealing With Difficult Customers Objectives Discuss steps to take when encountering difficult customers Identify the difficult customers Aggressive Passive Identify reasons that customers are difficult Emotional Intelligence for Happy Clients Olivia Teter – Head of Client Innovation Judah Godoy – Volunteer Manger Introductions: name & comfort food What is EQ? Emotional intelligence is the ability to By Travis . Bradberry. & Jean Greaves. Alley Cheung. WMBA 5729 Emotional Intelligence at Work. Dr. S. Holt. The Big Picture. Emotional Intelligence (EQ) is critical to your success. Increase EQ with four core skills.