I have to be aware that sometimes I can be impatient, so as a leader I want to make sure that’s not transpiring to my behaviors and that my employees are understanding that I am there to listen. I’m there to coach, but I’m also trying to be very emotionally aware of my challenges and shortcomings. As a healthcare organization, Penn State Health really has to understand not only our patient experience but also our employee experience. The reason why Behavioral Emotional Intelligence is really critical for us to understand is because what we do impacts the lives of others. If we’re having a bad day, we can’t bring that to work. We have to have some way of understanding and recognizing that so that we can still provide top-notch patient care.
— Michelle Duncan, Director of Learning & Leadership Development, Penn State Health System