Module 1: Emotional Intelligence

Hello, and welcome to the online portion of your training session!  In this section, you will learn about emotional intelligence and its effectiveness in the workplace.  I am going to take you on a journey through the five steps of emotional intelligence and how to develop your skills at each level.  By the end, you will be able to recognize where humor can be used appropriately, build a rapport with the people you come in contact with, and fully develop your skills as a customer service oriented medical staff member.  Let's begin!

Introductory Assessment

First, let's take a quick pretest to see how much you already know.

You will be answering a series of multiple choice questions to assess your current level of knowledge on how effective humor can be in the workplace.

Laughing for 10 to 15 minutes can increase your heart rate by ___%.

  • 10
  • 20
  • 30

Laughing for 10 to 15 minutes can improve your blood flow by ___%.

  • 50
  • 10
  • 30

Close friends in the workplace can increase satisfaction by ___%.

  • 96
  • 56
  • 0

Humor can increase happiness by ___%.

  • 42
  • 15
  • 68

___% of employees say a fun workplace would make them more productive.

  • 53
  • 81
  • 67

___% of professionals believe it’s important that managers have a sense of humor.

  • 64
  • 23
  • 97

___% of CEOs prefer job candidates with a sense of humor.

  • 3
  • 76
  • 98

1. Self-Awareness

Understand your personal emotional state, and be able to recognize what is causing it.

1. An effective team member understands his or her own personal emotions and reactions to certain situations or stressors.

2. Team members are able to recognize if and when they are becoming negatively or positively affected by a situation or individual.

3. Team members are also able to analyze personal reasons for particular reactions and are able to recognize when it may be time to excuse themselves from a seemingly toxic situation before they reach their personal breaking-point.

2. Self-Regulation

Manage emotional behavior in the midst of change and stressful situations.

1. Team members should be able effectively and positively react to situations, no matter the stress level of said situation.

2. An effective team member should not allow the tension within a situation or dispute negatively affect his/her reactions towards a client or patient.

3. An effective team member should be able to detach emotions associated with an outside source from the reactions portrayed in the workplace.

4. It is the team member's responsibility to manage his/her own emotional reaction to any given situation or individual.  This includes the ability to take responsibility for mistakes or negatively affective reactions (e.g., apologizing when necessary, etc.)

3. Motivation

Internal Drive focused through regulation of emotions.

1. A team member that understands how to regulate personal reactions will be able to focus their drive towards improving his/her own emotional state.

2. An improved emotional state will ensure that a positive attitude in conveyed toward workplace situations and the individuals involved in his/her daily encounters.

3. Once motivation is achieved in this way, it is time to learn how to properly illustrate this new outlook in a way that is relatable to others.

4. This will improve the personal experiences of the patients and fellow medical staff members.  They will feel important and significant to the process taking place.

4. Empathy

Know how to appropriately assess and react to other's emotional states.

Self as Medical Staff

Think about your usual reaction to a child when they come in to get their first shot.

How would you react to a child if you saw that they were afraid of getting a shot?

  • I would tell them to grow up and get over it.
  • I would be kind and let them know that it will be okay.
  • I would ignore the child completely and go about my own business.

Self as a Child

Imagine yourself when you were a child, and the first time you ever got a shot at the doctor's office.

Write one adjective that describes your emotional state in that moment.

Combination Situation

Think about how would you treat your child-self here at Happy Kids.

Now that you remember how scary it was, what would you do differently?  Write one sentence telling us how you would alleviate the fear of your child-self when you are getting your first shot?

5. Social Skills

Know the four styles of humor and their levels of appropriateness for the workplace.

The Four Styles of Humor

1. Affiliative

2. Self-Enhancing

3. Self-Defeating

4. Aggressive

Affiliative: Most appropriate for the workplace

"Amusing others as a way to facilitate relationships."

  1. Use clean humor that relates to the situation to relieve tension.
  2. Use laughter to keep the morale up and the positive thoughts coming through in the workplace.

Self-Enhancing: Moderately appropriate for the workplace

"Finding amusement in life’s hardships and staying positive."

  1. Look for the funny silver lining of the situation and use that to motivate others to keep moving forward.
  2. Make it a reminder that life goes on and there is no positive reason to focus on the negative aspects of a temporary situation.

Self-Defeating: Mildly appropriate, but not recommended for the workplace

"Saying funny things at one’s own expense."

  1. It is okay to admit that you are human and that you make mistakes sometimes. Recognize the personal shortcoming and do not let it overcome your more positive attributes.
  2. Be careful to not bring yourself down with joking. There is a difference between joking and mocking. Learn from the situation, do not let it define your abilities.

Aggressive: Inappropriate for the workplace

"Disparaging others as a way of manipulating them."*

  1. This is a form of bullying, and is unacceptable in the workplace. There is no positive outcome to tearing others down.
  2. Remember to use empathy to relate to his/her personal feelings and say what you would want to be told in his/her situation to be built up, not torn down.


*"Not really appropriate for the workplace." (Tarvin, A., 2016)

Recap

Let's Review!

Self-Awareness:

Understand your personal emotional state, and be able to recognize what is causing it.

Self-Regulation:

Manage emotional behavior in the midst of change and stressful situations.

Motivation:

Internal Drive focused through regulation of emotions.

Empathy:

Know how to appropriately assess and react to other's emotional states.

Social Skills:

Know the four styles of humor and their levels of appropriateness for the workplace.

  • Affiliative
  • Self-Enhancing
  • Self-Defeating
  • Aggressive

Module Assessment

If you are clenching your fists and gritting your teeth because your coworker won't stop complaining, you are:

  • Angry
  • Happy
  • Bored

When in the midst of a difficult situation, which looks to be the most self-regulated reaction?

Complete the scenario:

When you want to motivate your team to achieve more, you   

When encountering a child who is in distress, it is best to:

  • Attempt to comfort the child by letting them know that everything will be okay.
  • Tell the child to grow up because only babies cry.

Put the styles of humor in order of appropriateness in regards to the workplace, with the most appropriate style at the top.

  • Affiliative
  • Self-Enhancing
  • Self-Defeating
  • Aggressive

This concludes our online segment!

Thank you for your participation in this online portion of your training session!

Now that you understand the importance of emotional intelligence, it is time to put it into action. It is our hope that you will be able to see the positive impact of a well-developed emotional intelligence in the workplace with these next few exercises.

Now, my colleague, Kristina, will lead you through your next exercise.