Emotional Intelligence

Taylor Allen, Courtney Dellinger, Kaylee King, Erin Hayes, Maranda Wike

Emotional Intelligence
Taylor Allen, Courtney Dellinger, Kaylee King, Erin Hayes, Maranda Wike

Background
Felicia is a 38 year old patient
service representative (registrar).
Checks patients in
Puts insurance information into
patient record
Schedules appointments
Answer and transfers calls
2 months into job at Family Practice.
Has previous work experience.
Has issues with using the electronic
registration system.
Overall has good work ethic.

Strengths and weaknesses

Personal Strengths
Self motivated
Well organized
Punctual
Open

Competency Weaknesses
Self awareness- She is not aware of other
emotions and feelings.
Self regulation- Felicia has a hard time
controlling her disruptive impulses as she
speaks before thinking.
Social awareness- Doesnt dial into the general
mood of the group. Fails to cooperate with
others nor handles constructive criticism well
Social skills- She needs to build positive
relationships among staff, and be accepted and
integrated in the team

Area for development

Create and communicate a plan for Felicia to
build emotional intelligence and improve usage
of electronic registration system.

Action Plan for Felicia

Action step

Support Required

Timeline

Resources Available

Take Myers-Briggs test and

Emotional Intelligence test

Computer

October 9

Myers-Briggs test
Emotional Intelligence test

Discuss results with supervisor

and EI coach. Discuss actions for
improving Emotional Intelligence

Practice manager meeting

October 12

EI Coach

Watch videos related to EI

Obtain videos

Within 1 week

Videos

Journal to log negative emotions

Obtain journal

October 12-November 12

Journal

Attend seminars on training with

the electronic registration system
and further on-site training

Practice Manager
IT Specialist
Registration Vendor

Within 4 weeks

Seminars

Create a Plan

Action Plan continued

Action Step

Support Required

Timeline

Resources Available

Assure that the plan is clear

and understood

Review with coach

October 12

EI Coach

Team building exercise

-Group Dinner
-Guest Speaker

Practice Manager
Clinical Staff
Administration Staff

October 22

Facility to hold dinner

Guest Speaker

Weekly check in with practice

manager

Meeting with Practice Manager

Weekly

Practice Manager

Review journal

Meeting with EI Coach and

Practice Manager

November 13

EI Coach and Practice Manager

Communicate the plan

Conclusion
Felicia did improve over the course of her improvement plan.
She became aware of her weaknesses after taking the Myers-Brigg test and began to gradually
try and improve those.
Her confrontations with the manager have began to decline.
Through the many training sessions, videos, and journaling she has now turned her
weaknesses to strengths.
However, the biggest help to Felicia was the coaching she received throughout the
improvement plan. Felicia noted during her journaling that: My EI coach motivates me everyday
to become more of a team player. I am beginning to enjoy taking advice and learning from other
staff members!
Overall, Felicia can still be hasty at times but is gradually improving everyday.

References
"New leadership for today's health care professionals; concepts and cases." Reference & Research Book News
2013: Academic OneFile. Web. 17 Sept. 2015.
Smith, Caroline. "Emotional Intelligence: Developing Strong." Emotional Intelligence. N.p., n.d. Web. 17 Sept. 2015

Background
Felicia is a 38 year old patient
service representative (registrar).
Checks patients in
Puts insurance information into
patient record
Schedules appointments
Answer and transfers calls
2 months into job at Family Practice.
Has previous work experience.
Has issues with using the electronic
registration system.
Overall has good work ethic.

Strengths and weaknesses

Personal Strengths
Self motivated
Well organized
Punctual
Open

Competency Weaknesses
Self awareness- She is not aware of other
emotions and feelings.
Self regulation- Felicia has a hard time
controlling her disruptive impulses as she
speaks before thinking.
Social awareness- Doesnt dial into the general
mood of the group. Fails to cooperate with
others nor handles constructive criticism well
Social skills- She needs to build positive
relationships among staff, and be accepted and
integrated in the team

Area for development

Create and communicate a plan for Felicia to
build emotional intelligence and improve usage
of electronic registration system.

Action Plan for Felicia

Action step

Support Required

Timeline

Resources Available

Take Myers-Briggs test and

Emotional Intelligence test

Computer

October 9

Myers-Briggs test
Emotional Intelligence test

Discuss results with supervisor

and EI coach. Discuss actions for
improving Emotional Intelligence

Practice manager meeting

October 12

EI Coach

Watch videos related to EI

Obtain videos

Within 1 week

Videos

Journal to log negative emotions

Obtain journal

October 12-November 12

Journal

Attend seminars on training with

the electronic registration system
and further on-site training

Practice Manager
IT Specialist
Registration Vendor

Within 4 weeks

Seminars

Create a Plan

Action Plan continued

Action Step

Support Required

Timeline

Resources Available

Assure that the plan is clear

and understood

Review with coach

October 12

EI Coach

Team building exercise

-Group Dinner
-Guest Speaker

Practice Manager
Clinical Staff
Administration Staff

October 22

Facility to hold dinner

Guest Speaker

Weekly check in with practice

manager

Meeting with Practice Manager

Weekly

Practice Manager

Review journal

Meeting with EI Coach and

Practice Manager

November 13

EI Coach and Practice Manager

Communicate the plan

Conclusion
Felicia did improve over the course of her improvement plan.
She became aware of her weaknesses after taking the Myers-Brigg test and began to gradually
try and improve those.
Her confrontations with the manager have began to decline.
Through the many training sessions, videos, and journaling she has now turned her
weaknesses to strengths.
However, the biggest help to Felicia was the coaching she received throughout the
improvement plan. Felicia noted during her journaling that: My EI coach motivates me everyday
to become more of a team player. I am beginning to enjoy taking advice and learning from other
staff members!
Overall, Felicia can still be hasty at times but is gradually improving everyday.

References
"New leadership for today's health care professionals; concepts and cases." Reference & Research Book News
2013: Academic OneFile. Web. 17 Sept. 2015.
Smith, Caroline. "Emotional Intelligence: Developing Strong." Emotional Intelligence. N.p., n.d. Web. 17 Sept. 2015