This document discusses using emotional intelligence (EI) coaching to address disruptive physician behavior. It begins by introducing EI and its importance for leadership in healthcare. Disruptive physician behavior that impacts relationships and safety must be intervened. EI coaching provides an alternative to psychotherapy for skill enhancement through assessments, training, practice and feedback over several months. The goal is to increase self-awareness, management of emotions, and social skills through identifying areas for improvement from assessments and working on them.

1. Emotional intelligence is a better
predictor of success in Leadership
than IQ

2. Background & Objectives
 The goal of this presentation is to summarize the
use of emotional intelligence to enhance
physicians self awareness, self control, social
awareness, and relationship management
 Effective leadership in HealthCare requires skills in
emotional intelligence
 Happy doctors lead to satisfied patients and good
staff morale

3. Coaching for Disruptive
Behavior
 The Joint Commission in its Sentinel Alert required
intervention for disruptive physician behavior.
 A Disruptive physician can best be described as
one whose interpersonal interactions with others
is angry, hostile, aggressive, demeaning,
disrespectful, or in someway, impacts positive
relationships.
 The major concern for disruptive behavior is
related to its potential for patient safety.

4. Intervention for
“disruptive physicians”
 Previous mandates for physician well-being
include,“psychiatric impairment”, sexual
harassment, and substance abuse.
 Many if not all of these programs now provide
anger management for disruptive physicians.
 Most programs provide these services in small
groups of 7 or 8 in San Diego or Nashville.

5. This discussion will be limited to
EI for disruptive physicians
 The assessments used in coaching are non-
psychiatric.
 Coaching is limited to EI skill enhancement rather
than psychotherapy for some diagnosed illness.
 There are no stigmas associated with coaching for
skill enhancement in EI.

6. First day of live training
 Coaching sessions begins with a detailed
discussion of the EQ-i- 2.0 Pre Assessment.
 Client is helped to formulate his or her own goals
for coaching relative to the assessment results.
 Client workbooks, DVDs and ancillary coaching
material along with first assignment is given.

7. What is EQ?
 Emotional intelligence (EI) refers to the ability to
perceive, control and evaluate emotions.

8. Perceiving Emotions: The first step in
understanding emotions is to accurately perceive
them. In many cases, this might involve
understanding nonverbal signals such as body
language and facial expressions.
Reasoning With Emotions: The next step involves
using emotions to promote thinking and cognitive
activity. Emotions help prioritize what we pay
attention and react to; we respond emotionally to
things that garner our attention.

9. Cont.
Managing Emotions: The ability to manage
emotions effectively is a key part of emotional
intelligence. Regulating emotions, responding
appropriately and responding to the emotions of
others are all important aspect of emotional
management.

10. Cont.
Understanding Emotions: The emotions that we
perceive can carry a wide variety of meanings. If
someone is expressing angry emotions, the observer
must interpret the cause of their anger and what it
might mean. For example, if your boss is acting
angry, it might mean that he is dissatisfied with your
work; or it could be because he got a speeding ticket
on his way to work that morning or that he's been
fighting with his wife.

11. First day of live training
 The first session begins with the physicians explanation of his
referral for disruptive behavior.
 Coaching sessions begins with a detailed discussion of the Bar
On EQ 2.0 Pre Assessment.
 The physicians score on each of our the 15 Bar On EQ scales
are reviewed in detail
 Client is help to formulate his or her own goals for coaching
relative to the assessment results.
 Client workbooks, DVD and ancillary material along with first
assignment is given.

12. Second Day Schedule
 Discussion of how EQ skill enhancement is based
on practice.
 Case examples and demonstration of how self-
awareness must be enhanced to increase
emotional intelligence.
 Analysis of the incident that resulted in the
physicians referral using coaching formula.

13. Assessments for EQ
 The Bar On EQ 2.0 Assessment is the most widely
used instrument for measuring EQ.
 The Bar On EQ 2.0 contains 5 composite and 15
related skills.
 These skills include: self awareness, self control,
social awareness and relationship.

14. Response to disruptive
physician behavior
 Behavior that may be considered, abusive,
demeaning, hostile or unresponsive. A pattern of
behavior that may compromise patient safety.
 All Healthcare Organization are required to have
written policy designed to address this issue.

15. When “in house” measures fail,
professional help may be
mandated
 Anger Management/Emotional Intelligence
Coaching
 Bar On EQ 2.0 Assessment
 Two day intensive followed by 6 month of phone
coaching
 Reports/feedback provided to referring source.
 Post Test