The document discusses applying emotional intelligence in healthcare IT organizations. It defines emotional intelligence and explores its five domains and their impact. The document emphasizes that developing emotional intelligence can help organizations address three key challenges: delivering superior products/services, attracting and retaining top talent, and creating opportunities for growth. It provides research showing the importance of emotional intelligence for building trust, managing relationships, and leading change. The document promotes using EQ mapping to assess strengths/weaknesses and develop personalized plans to improve specific emotional competencies over 21 days.

1. Mapping & Application of Emotional Intelligence in Healthcare IT Organizations Jim Bloedau CEO IAG Julia Schumelda DC Authentic Leadership Institute February 9, 2003 H

8. Reasons for Losing Clients/Customers 70% 30% EQ-Related Reasons Other Reasons EQ-related reasons: e.g., Didn’t like the human side of doing business with the prior provider of the product or service. Drawn from Research by the Forum Corporation on Manufacturing and Service Companies, 1989 - 1995

13. 50% of time wasted is due to lack of trust. John O. Whitney, Director Deming Center for Quality Management The Economics of Trust

14. Competitive Edge: Trust & Believability Drawn from UCLA Research: Mehrabian, et al 7% IQ-Related 93% EQ-Related

18. Opportunities for Growth and Innovation High-EQ Teams Low-EQ Teams Aggregate Team IQ High Performance Adapted from Research by R. Sternberg, et al, at Yale University Low Performance

19. Trust, energy, and innovative spirit Low Low High High Hamel, Collins, Mintzberg, Handy, Kotter, Bennis, etc. Leading Transitions Sabotage changes Resist changes Let it happen Help it happen Make it happen Create the Vision Emotional Commitment

21. Three Driving Forces of Competitive Advantage Building Trust Energy & Effectiveness Creating the Future Success

24. “ The agency or means by which an effect is produced or a purpose is accomplished” -Random House Unabridged Dictionary Mechanism

28. Mapping Your World The EQ Map ® is:  Extensively Researched  Norm Tested  Statistically Reliable

29. Environment Competencies Values and Attitudes Awareness Outcomes Integrated Metrics

30. Performance Zones O ptimal P roficient V ulnerable C aution

36. One’s view of the world and what one values within it. Described in the words we use The actions we take Consistency over time Values and Attitudes

40. Building Trusting Relationships Values in Action Increasing Energy & Effectiveness Under Pressure Vitality in Action Creating the Future Vision in Action SUCCESS

41. Increasing Effectiveness Under Pressure “ If you work too long at mental tasks, your problem-solving time increases up to 500%.” Sources: Donald Norfolk, M.D., (U.K.) Executive Stress , and Etienne Grandjean, M.D., Swiss Polytechnic Institute.

42. Building Trusting Relationships The most important leadership trait for winning in business is not having the best technology, products, or services. It’s having the best relationships. Robert K. Cooper, Ph. D.

45. Advocate your Own Unique Potential Play to/support/reinforce your strengths! Manage your vulnerabilities.

46. 21-Day Rule Select one driving force from your Map that interests you right now!

52. “ If you’re not standing on the edge, you’re taking up too much space.” Eunice Azzani, Executive VP, Korn/Ferry International