Online Instructor-Led Emotional Intelligence Course for Healthcare Professionals
Heart Smart: The EQ Advantage in Healthcare
Available Formats: Virtual Classroom Course
This communication skills course for healthcare providers will:
Define emotional intelligence.
Explain the value of a high emotional intelligence quotient when working in healthcare settings.
Describe how providers with strong emotional intelligence can enhance the patient experience.
Suggest methods for improving emotional intelligence.
When patients feel their providers connect with them and are genuinely concerned about their well-being, satisfaction scores improve. Of course, the opposite is also true. If providers lack people skills, the patient experience suffers, and healthcare providers find themselves in a seemingly endless cycle of service recovery and playing catch up.
Good news: healthcare organizations don’t have to practice defensive medicine if they practice caring medicine, and this course is designed to help people do just that by developing their emotional intelligence.
At this program’s conclusion, participants should be able to:
Demonstrate self-management during emotionally charged interactions.
Practice impulse control.
Increase patient sensitivity during times of stress and tension.
Recognize, read and respond appropriately to a patient’s cues.
Demonstrate empathy and the ability to connect through active listening.
Remain optimistic and encouraging during difficult yet delicate patient conversations.
Implement strategies for managing and responding to problematic stress behaviors.
Apply Emotional Understanding
By the conclusion of the course, participants will understand the role emotional intelligence plays in providing outstanding service to patients and other customers.
“Our customer service manager of 21 years stated that this training was the best and the most relevant class she attended in her career.”
Simon B., R.E. Carroll Inc.
“I have never attended D&I training before and didn’t know what to expect. This exceeded my expectations. It wasn’t boring. It was timely and relevant. D&I can be a sensitive topic with some and I felt like the approach here brought people along with being judgmental or condemning anyone.”
Training Participant, ICBA
“Thank you. This was the first course I’ve had virtually that truly maxed the technology to solicit audience participation. Thanks for teaching by doing!”
Training Participant, National Academies of Science, Engineering, and Medicine
“My director just called me and said whatever discussions you and Stefanie had made this training focused, interesting, fun, and valuable – she’s already getting additional feedback on the team (they love the interactivity). She already wants me to work with you and Chris on something else. And she’s not an easy push….so thank you, thank you!”
Leo S., Training and Development, HHS
“This course provided everything you would need to hold a successful chat.”
Chat Webinar Participant, Port Authority of Allegheny County
“Yesterday’s workshop was both thoroughly enjoyable and tremendously beneficial. From all accounts, it was a productive, engaging, and substantive experience from which participants were able to glean significant professional insights and lessons for best practices in their field.”
Hugh H., Director of Program Development, Friends of Crown Heights Educational Centers Inc.
“Charles’ presentation style is so engaging that I felt like he was speaking to me! Thanks for making what could be a dry topic a fun session!”
Training Participant, Data Driven Storytelling (Virtual)
“I wanted to thank you again for the chat training. This was essential to our new chat initiative moving forward, and we hope to see some substantial increases in our customer satisfaction scores in the upcoming new year.”
Brad B., IT Manager, Major US Bank’s IT Service Desk Manager
WEB-BAED EMOTIONAL INTELLIGENCE TRAINING FOR HEALTHCARE WORKERS
COURSE . WEBINAR . PROGRAM