Emotional Intelligence

Application Toolkit


Memory Aid

A lens to help providers understand patients’ and caregivers’ experiences.
English  | French


Reflection Quiz

A short reflection experience to apply the Head, Heart, Hands lens to personal experiences.
English  |  French

Emotional Cycle of Change

Memory Aid

An easy way to recognize patients’ and caregivers emotions when dealing with change.
English  |  French

Emotional Intensity

Memory Aid

A user-friendly reference tool to recognize and name different emotions, emotional intensities, and emotional triggers.
English | French

Coaching Self-Assessment

Reflection Quiz

A short survey to help you recognize and develop the  skills and practices to successfully coach and guide patients and caregivers.
English  | French

Self-Awareness Assessment

Reflection Quiz

A short survey to help you determine your level of self-awareness. The foundation of emotional intelligence.

Guiding Questions

Memory Aid

Examples of guiding open-ended questions and when to use them through the Head-Heart-Hands lens.
English  |  French

Adapting Communication Styles

Memory Aid

A user-friendly way to use emotional intelligence and adapt your communication style to have better care conversations.
English  | French

Build your Coaching

Questions Toolkit

Examples of good coaching questions you can use to build trust and rapport with patients and caregivers.
English   |  French

Empathy in Action

Group Training Team Exercise

A step-by-step guide to facilitate discussion on the types of empathy and when to use them.

English PPT  |  French PPT


Group Training Team Exercise

A guide to facilitate a discussion on how to use emotional intelligence skills and practice reframing.
English PPT  |  French PPT

SPRINT Exchange Group Sessions

Emotional Self-Awareness

Webinar | May 11, 2022

Developing highly emotionally intelligent behaviour starts with the ability to perceive emotions and practice mindfulness

The launch of the new CHCA Emotional Intelligence (EI) Education Program through the introduction of key EI competencies to the staff from our SPRINT-PiRC Implementation Collaborative teams. This session covered:

  • Self-Awareness and it’s role in emotional intelligence
  • Emotional intensities and triggers
  • The Head- Heart- Hands lens for understanding caregiver’s experiences through change
  • Ways to practice mindfulness and become more self-aware

Emotional Empathy

Webinar | June 15, 2022

Empathy forms the basis of social awareness and relationship management. Empathy is the ability to tune in (be sensitive) to what, how, and why people feel and think the way they do.

This webinar on empathy builds on self-awareness module – the more open we are to our own emotions, the more skilled we will be in reading the feelings in others. The session covers:

  • Empathy and its role in emotional intelligence
  • The difference between sympathy and empathy
  • Three Types of empathy
  • Mindful listening
  • Reframing: Turning empathy into action

Emotional Flexibility

Webinar | July 20, 2022

To be a good communicator you need to use your emotional intelligence skills. Knowing how to manage your emotions and be flexible helps you to be a better listener, to be open to new ideas and to be more engaging.

This webinar on Flexibility explores how to use emotional intelligence to be flexible when dealing with new and how to adapt your communication style when having care conversations with patients and caregivers. The session covers:

  • Why emotional intelligence is vital for good communication.
  • What is flexibility and why it’s important for health care providers.
  • How to identify different communication styles using the DISC model.
  • Practical tips and techniques to become a better communicator.

Emotional Coaching

Webinar | September 14, 2022

An important part of providing person- and family-centred care is the ability to effectively coach and guide patients and their caregivers in care planning, care delivery and decision-making.

Good coaches have strong emotional intelligence skills. This webinar will explore how to use EI to build trust, guide care conversations and be an effective coach when delivering person- and family-centred care. The session covers:

  • The importance of EI in person- and family-centred care
  • A Questions Toolkit to  build trusting relationships and facilitate conversations
  • A simple coaching model that can be used to empower patients and their caregivers
  • An easy way to provide positive and motivating feedback

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