I Second That Emotion(al) Intelligence

I recently posted a blog advocating putting what is best for your business ahead of your personal feelings. Expanding on that post, I would argue that effective leadership is not only about keeping your emotions in check, but leading your team with emotional intelligence.

Emotional intelligence is the ability to understand and calibrate your own emotions as well as the ability to respond effectively to those of others. It is also being aware of how your words and actions affect your colleagues and team members. Being in tune with your emotions and the emotions of others, as well as having the ability to understand the dynamics of your environment, are key skills to possess when leading a team.

According to Daniel Coleman, an American psychologist who has written extensively on emotional intelligence, there are five attributes that leaders with high levels of emotional intelligence possess:

• Self-awareness: Leaders who are self-aware possess the ability to understand their feelings and how their feelings affect other people.
• Self-management: The best managers are those who are able to keep their feelings in check and remain in control even during trying times.
• Empathy: If you are able to walk in others’ shoes and be compassionate, you will have stronger and more positive relationships with fellow team members. 
• Motivation: Working towards the high standards and goals you set for yourself is critical to managerial success.
• Social skills: Managers who can effectively communicate, speak passionately and encourage team members are more likely to motivate performance and drive positive results.

Understanding emotional intelligence is only part of the equation. Let’s face it. Very few of us are born with the behaviors that comprise strong emotional intelligence and like most things, we have to work to develop these soft skills. With that in mind, here are some things we can all do to improve upon our ability to lead with emotional intelligence:

• Keep a journal to help you become more self-aware
• Slow down and reflect on how you are feeling and behaving
• Practice being calm and centered
• Hold yourself accountable by making a commitment to admit mistakes and take responsibility
• Be positive, optimistic and hopeful and encourage that in others
• Take stock of your own performance on a regular basis
• Pay attention to other people’s feelings and body language as a way to gauge how you are coming across and affecting others
• Learn conflict resolution
• Focus on encouraging and praising team members

At the end of the day, the better we can relate to and work with others, the more successful we will be. Working on your own emotional intelligence can turn you from a strong leader into an exceptional one.

#TechnologyRules

As I have discussed on several occasions, there is no doubt that consumerism is a key driver in health care these days. As patients continue to take a more active role in choosing their health care providers, paying for a greater percentage of their health care, and managing their health care spending accounts, they will continue to evolve into more savvy consumers. With this reality, along with the demand for providers to keep cost down by insurance companies, the retail or consumer model of health care delivery will continue to grow.

For hospitals and health care providers, an integral component of attracting and retaining consumers is an ongoing and increasing investment in technology. In fact, technology is dramatically redefining the way we manage health care. In an “app” driven world, consumers have come to expect customer friendly technology to help mediate their interaction with health care providers.

And so, I read with great enthusiasm this recent article in Inc., outlining some new technology trends dominating our industry.  According to author Avi Savar, the top three recent innovations in health care technology, include the following:

• Patient Scheduling Software which allows for better patient management and communication. With this type of software, providers can send appointment reminders and patients can schedule appointments on line. Implementation of this software not only saves money and time, but decreases the number of patient no shows and improves customer service.

• Smartwatches that Detect Heart Attacks by monitoring heart rates and notifying users of their vitals. While these watches are no substitute for medical consultation or care, they can serve as an additional safety valve by keeping a constant eye on heart performance. In fact, some products on the market will notify 9-11 if they record what they think to be a cardiac emergency and with a built in GPS, can provide patient location information.

• Marketing Automation Software which grabs patient data from various points of contact and puts it all in one spot. It helps providers deliver targeted communications to patients, improving customer service and patient loyalty. It also offers providers real time patient analytics, allowing for quick problem solving and improved care and medical services.

While, I think Savar is correct in his assessment of these technology trends and their influence and importance in the market, I would add one other important innovation to this list: tele-health technology.

Through tele-health technology platforms, like TGH VirtualCare, patients can engage with medical staff remotely via desktop or a mobile screen app. Here, patients get convenient, cost-effective and immediate medical care anywhere they are as medical staff are able conduct the same interview and diagnosis that occurs in a traditional urgent care office visit. Providers can treat many common conditions or illnesses such as colds, fever, rash, stomach flu, sinus infections, pink eye and headaches, as well as prescribe medications. This technology offers another way for patient to receive access to care when they need it, is cost effective for providers and is becoming increasingly popular.

If health care providers are going to compete for market share, they must recognize that investments in technology are a key component to success. Just as quality and affordability of care have helped drive consumer health care decisions for years, today ease of access and integration—often provided through a technological application—is equally important. The bottom line is that keeping up with technology will keep you in the game.