Course Outcomes
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.
Course Overview
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.
Program Objectives
At this program’s conclusion, participants should be able to:
- Practice self-awareness.
- 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.
Program Modules
- Know Yourself
- Manage Emotions
- Influence Others
- Apply Emotional Understanding
- Be Resilient
By the conclusion of the course, participants will understand the role emotional intelligence plays in providing outstanding service to patients and other customers.
