Are Your CNAs Emotionally Competent?

Home Care Office Staff Hiring Tips

According to author Daniel Goleman, the mastery of these five competencies results in enhanced emotional intelligence. You might be thinking, “So what?” Well, studies show that emotionally intelligent employees communicate more effectively, manage change better and have higher levels of productivity, all great qualities for anyone who works in health care.

Like it the old fashioned way?

Much of the day-to-day work of a nursing assistant has to do with competencies. For example, does the CNA know how to make an occupied bed, transfer a person safely from a bed to a wheelchair or take an accurate blood pressure reading? But are task-based competencies enough to ensure quality client care?

If you ask Daniel Goleman, the answer would be no. In the 1990s, he researched and wrote the book, Emotional Intelligence. His theory was that people could enhance their personal and professional success by mastering five key emotional competencies. How do you think your nursing assistants rank when it comes to emotional intelligence?

1. Awareness of Self and Others.

People with a high “emotional IQ”, also called “EQ”, should be able to identify their feelings accurately. Imagine your CNAs are working with a difficult client. Can they tell if they are feeling irritated, hurt or angry when the client is unfriendly? Can they look past their own emotions and realize that their actions affect how other people feel?

2. Managing Their Moods.

Emotional intelligence includes controlling impulses and handling anger constructively. Let’s revisit that scenario with the combative client. If your nurse aides feel angry when caring for a disruptive client, can they manage that anger without taking it out on the client, even in subtle, non-verbal ways?

3. Motivating Themselves.

Having a high emotional IQ helps people set goals and work towards them with a positive attitude, even when faced with setbacks. Do your nursing assistants have an inner drive that keeps them inspired and determined to do their best, no matter what the challenge?

4. Empathy.

Can your nurse aides put themselves in someone else’s shoes ”to see and feel the perspective of a client or a co-worker? For example, when it comes to a grouchy client, can they see past the angry surface to understand the fear and loneliness that is fueling the client’s hostility?

5. Managing relationships.

Working as a CNA is all about relationships with clients, family members, co-workers and supervisors. How skilled are your nursing assistants at resolving conflict? Do they cooperate with their clinical team members? Can you count on experienced aides to share what they know with new employees?

According to author Daniel Goleman, the mastery of these five competencies results in enhanced emotional intelligence. You might be thinking, “So what?” Well, studies show that emotionally intelligent employees communicate more effectively, manage change better and have higher levels of productivity, all great qualities for anyone who works in health care.

In an ideal world, it would be great to have a system in place at every workplace to assess for emotional intelligence during the hiring process. However, it’s never too late to develop and improve the emotional intelligence of your current employees. You can find a number of resources ,both in print and online, to assist you with EQ training. Or, you can avoid reinventing the wheel by sharing some of the following In the Know inservices with your nurse aides. Each one offers knowledge and skills that promote a high “EQ.”

Customer Service in Health Care

The CNA/Nurse Relationship

Building Trust & Confidence with Clients

Working with a Team

Stress Management Skills

The Caring Qualities of a CNA

Conflict in the Workplace

Dealing with Difficult & Combative People

Being Assertive

Professionalism & Work Ethic

Happy Teaching!

Linda

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