Module C: Emotional Intelligence

CE Credits: 1.75


This module explores the quality of emotional intelligence (EI)—the ability to let constructive emotions guide behavior and thinking. The module begins by describing the ways that EI can help CMs in their daily interactions (say, in conflict resolution), and defining how it affects our thinking, attitudes and reactions to various situations. The module also details how the concept of EI has been defined by scholars— including where EI resides in the brain—and how the process of learning EI differs from learning other, more “rational” skills. Finally, the module looks at how EI can help us manage our own reactions to difficult situations.

Learning objectives: After completing this module case managers will be able to:
» Describe the benefits of emotional intelligence
» Define emotional intelligence
» Discuss the relationship between learning and emotions
» Identify ways to perceive, evaluate, reason with and manage emotions


Advance your professional practice: Case managers deal with a lot of emotions in any given day—coming from our patients, their families, as well as our co-workers and suppliers outside of our team. By learning how to read others’ emotions and deal with our own emotions, we can improve our interactions and also manage our own daily stresses.

Improve organizational performance: Every member in our transdisciplinary team can benefit from honing their EI: those emotional skills can help us work together more smoothly, look at our own attitudes more constructively, and engage more effectively with patients.