102-6 EI Action Plan by Sandi Lane https://padlet.com/lanesj1/102-6EIActionPl en-us 2014-09-16 23:36:11 UTC 2026-02-21 07:24:35 UTC hello@padlet.com Competencies Patient Service Rep is Lacking: Self-Awareness lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34348040 -Daniel Goleman calls this the 'keystone' of EI

-Self-awareness involves knowing the difference between feelings and actions

-Self-awareness is the ability to recognize and understand personal moods, emotions,

and drives

-The patient service representative is not in touch with her emotions, meaning

that there may be a key underlying reason for her hostility

]]> 2014-09-17 16:06:29 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34348040 Competencies Patient Service Rep is Lacking: Relationship Management lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34348073 This is the ability to influence, guide and handle other people’s emotions. 

This is one of the key dimensions to emotional intelligence according to Teleos Leadership Insititue. The competencies that underlay this dimension that she is lacking include conflict management and teamwork.

]]> 2014-09-17 16:06:40 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34348073 Competencies Patient Service Rep is Lacking: Social Awareness lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34348420 The article Emotional Intelligence: A Core Competency for Healthcare Administrators states that social awareness is the ability to thoughtful consider others feelings when acting. The representative does not have the ability to read others and how they are feeling. The way she approaches others providing suggestions is in no way thinking of others rather only herself. Social awareness is a way to be able to interact effectively in social situations as well as guiding and influencing others' perspectives and behaviors. In no way is the representative influencing others but rather attacking, blaming, criticizing, and interrupting them.

]]> 2014-09-17 16:08:18 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34348420 Improve Communication lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34348734 The service rep doesn't seem to understand how to channel

her aggression into a useful way of communication.  In improving the

way she can express how she feels, she may be able to get her point

across while also working better with others.

]]> 2014-09-17 16:09:57 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34348734 Action Step 1: Gain Self-Awareness - 9/17/2014-9/30/2014 lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34351569 Steps to Take:

1. Personality assessments/tests

Resources: Online testing, money if tests are not free

Examples: Myers-Briggs Type Indicator, HumanMetrics Jung Typology Test

Time Completed: By 9/24/2014

2. Journal-keeping: jotting down her emotions will help her

know why she feels a specific way at a specific time (e.g.,

identify her triggers)

Resources: Obtain Journal

Time Completed: Daily entries from 9/17/2014-9/30/2014

3. Sampling new experiences: will assist in understanding the importance of her role in the organization and how the organization operates

Resources: Rotate through the organization

Support: Fellow employees, administration, human resources

Time Completed: 9/17/2014, 9/22/2014, 9/24/2014, 9/29/2014

4. Defining her role

Resources: Evaluation form

Support: Meet with manager

Time Completed: By 9/30/2014

]]> 2014-09-17 16:25:03 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34351569 Action Step 3: Build Relationship Management - 10/1/2014 - 10/31/2014 lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34352847 Steps to Take:

1. Team exercises- each week do one team exercise to build relationships

Support: Co-workers

Time Completed: Weekly exercises during October

2. Online seminar on the importance of relationships in the work place

Resources: Website with seminar, seminar handouts (printable PowerPoints, reports, etc.)

Time Completed: Complete 2 seminars during October

3. Role play to practice interpersonal skills

Resources: Role play scripts, compensation for communications coach

Support: Fellow employees, manager, mentor, communications coach

Time Completed: Complete 3 sessions during October

]]> 2014-09-17 16:30:57 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34352847 Action Step 2: Increase Social Awareness - 9/17/2014 - 10/31/2014 lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34354680 Steps to Take:

1. Practice empathizing with co-workers

Support: Co-workers

Time Completed: Begin immediately and continue until 10/30/2014

2. Communications course: attend a brief communications

course to develop listening skills and empathy

Resources: Money to pay for the course (if applicable)

Time Completed: Attend 1 course by 10/8/2014

]]> 2014-09-17 16:40:44 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34354680 Useful Resources lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34357149 Charts like these can be used to help identify the proper steps needed to improve an emotional learning issue. 

]]> 2014-09-17 16:52:52 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34357149 lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34402105 2014-09-17 23:57:13 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34402105 Action Step 5: Train/Retrain in Electronic Registration System - 9/17/2014 - 10/15/2014 lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34416033 Though this action step does not directly develop an emotional intelligence competency, it enhances the patient service rep's aptitude with the electronic registration system. Her initial training may have been insufficient, and, even if it were sufficient, retraining would be a wise idea in this scenario. This would help ensure that she is not corrected on how to use the system by her peers, thus aiding in eliminating the source of conflict.

Resources: Time to attend training, money (if applicable)

Support: Training instructor, recommendation from manager

Time Completed: Attend 1 training update session by 10/15/2014 (offered biweekly, so rep will have choice of date/time)

]]> 2014-09-18 03:32:53 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34416033 Action Step 4: Assign a Mentor - 9/17/2014 - 10/31/2014 lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34416968 The patient service rep will be assigned an employee mentor who demonstrates high EI. This mentor will serve as an executive coach of sorts. The mentor will assist the rep for the duration of the action plan and will regularly meet with the rep to discuss her accomplishments, concerns, future tasks, etc.

Resources: Compensation for mentor

Support: Mentor, administration

Time Completed: Partnership with mentor will begin immediately and last through the end of October

]]> 2014-09-18 03:53:46 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34416968 lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34550389 "Knowing yourself is the beginning of all wisdom" - Aristotle

]]> 2014-09-19 00:55:13 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34550389 lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34550500 2014-09-19 00:58:30 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34550500 References lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34556622
  • http://www.educational-business-articles.com/emotional-intelligence-theory.html
  • http://www.change-management-coach.com/self-awareness.html
  • http://www.lifehack.org/articles/communication/7-practical-ways-improve-your-emotional-intelligence.html
  • http://www.ncbi.nlm.nih.gov/pubmed/12083173
    • ]]>     2014-09-19 02:50:24 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34556622     Action Step 6: Monitoring and Follow-Up - 9/17/2014 - 12/31/2014 lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34557064 Resources: Self-evaluations, peer evaluations, managerial reports

    Support: Mentor, manager, peers

    Time Completed: Mentor monitoring will be continuous beginning immediately; manager will do periodic assessments (once in each Oct., Nov., and a final assessment at the end of Dec.); peers will do a 360 assessment at the end of Dec. to determine whether the rep. has increased her EI

    ]]>     2014-09-19 02:59:39 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34557064     Daniel Goleman's Guide to Developing EI lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34557605 2014-09-19 03:06:33 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34557605 Practice Responding, Not Reacting lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34557958 Throughout the action plan, the service rep should practice responding (acting only after analyzing how she feels), rather than reacting (lashing out at her coworkers before considering her actions and the emotions behind them).

    ]]>     2014-09-19 03:12:20 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34557958     Desired/Expected Outcomes lanesj1 https://padlet.com/lanesj1/102-6EIActionPl/wish/34559358
  • Increased self-awareness
  • Increased social awareness
  • Enhanced relationship management skills
  • Overall improved EI
  • Strong relationship with mentor; lasting bond and support system
  • Higher understanding of electronic registration system
  • Improved relations with fellow employees
  • Cessation of emotional outburst (e.g., attacking, blaming, criticizing, interrupting, etc.)
  • Elimination of need for peers to "put out fires"
  • Elimination of need for manager to intervene
  • Unification of entire rep staff
  • Increased patient satisfaction
  • Increased staff satisfaction
    • ]]>     2014-09-19 03:49:25 UTC https://padlet.com/lanesj1/102-6EIActionPl/wish/34559358