Healthcare Patient Satisfaction Training Program

ASSESSING AND APPLYING EMOTIONAL COMPETENCIES TO IMPROVE PATIENT SATISFACTION

Introduction to Emotional Intelligence
Self-Assessment: What’s Your EQ?
Discussion: What is Emotional Intelligence, Anyway?
Emotional Competence and Patient Satisfaction

Building Blocks of Emotional Intelligence
Brain Research: Why do we do that?
Identifying Core Emotional Competencies
Personal Competencies
Social Competencies
Managerial Competencies
Applications: Improving Emotional Competence

Applying /Improving Emotional Competence at Work
Personal Inventory: Assess Your Emotional Literacy
Improving Self-Awareness
Understanding Your Impact on Others
Self-Regulation—Analyzing and Shifting Your Response Patterns
Avoiding an Emotional Hijacking

Take it To the Real World—Speaking a New Language
Service and Sensitivity—Keeping the Patient First
Increasing Quality and Quantity of Empathy Statements
Handling Frustrations: In Favor of Optimism
Breaking a Negativity Spiral: Learning to Re-Frame
Improving Your Team Skills—Collaboration and Cooperation
Handling the Emotion of Conflict in Healthy Ways
Dealing with Change—Fighting Resistance