manage their own emotions, individuals
must have a conscious
awareness of their emotions (selfawareness).
With this awareness,
they can regulate their personal
response to the situation (self-management).
Social awareness and relationship
management emphasize
identifying and managing the emotions
of others while controlling
personal emotional responses. Recognizing
and managing the emotions
of others allows a nurse leader
to handle disruptive or emotional
situations effectively. To do so, the
clinical leader keeps calm, speaks
appropriately, and most importantly,
separates the emotions from the
individuals. In doing so, this leader
manages the group’s relationships
by keeping the conversation directed
at resolving the issue at hand. In
summary, emotional intelligence
requires personal reflection and
management of personal emotions
as well as the ability to listen,
observe, process, and negotiate with
others during an emotional encounter
(Druskat & Wolff, 2001;
Goleman, 1995, 1998) (see Table 2
for emotional intelligence skills
assessment).
The 3Cs
In addition to clinical expertise
and emotional intelligence, clinical
leaders at the point of service rely
on their communication, collaboration,
and coordination skills to motivate
others to act. Proficiencies in
interpersonal (one-on-one) and
group communication are the basis
for effective coordination of activities
and collaboration with others.
Interpersonal communication is the
critical element for situations, such
as coaching/mentoring, educating,
managing conflict, and addressing
bullying. Expert group communication
skills facilitate good group
interactions and patient care coordination.
These skills also foster
interprofessional collaboration that
enhances patient care and patient
satisfaction. With expertise in the
3Cs, nurse leaders successfully lead
committees and manage difficult
group situations. In addition, they
identify ineffective work processes
and motivate colleagues to initiate