00a_95988X_ffirs.qxd 9/14/04 9:46 PM Page v the emotionally intelligent nurse leader Mae Taylor Moss 00a_95988X_ffirs.qxd 9/14/04 9:46 PM Page i 00a_95988X_ffirs.qxd 9/14/04 9:46 PM Page ii 00a_95988X_ffirs.qxd 9/14/04 9:46 PM Page iii the emotionally intelligent nurse leader 00a_95988X_ffirs.qxd 9/14/04 9:46 PM Page iv 00a_95988X_ffirs.qxd 9/14/04 9:46 PM Page v the emotionally intelligent nurse leader Mae Taylor Moss 00a_95988X_ffirs.qxd 9/14/04 9:46 PM Page vi Copyright © 2005 by John Wiley & Sons, Inc. All rights reserved. Published by Jossey-Bass A Wiley Imprint 989 Market Street, San Francisco, CA 94103-1741 www.josseybass.com No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authoriza- tion through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-646-8600, or on the web at www.copyright.com. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748-6011, fax (201) 748-6008, e-mail: [email protected]. Jossey-Bass books and products are available through most bookstores. To contact Jossey- Bass directly call our Customer Care Department within the U.S. at 800-956-7739, out- side the U.S. at 317-572-3986 or fax 317-572-4002. Jossey-Bass also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books. Readers should be aware that Internet Web sites used within may have changed or disap- peared between when the book was written and when it is read. Copyright ©2002, Multi-Health Systems, Inc. All rights reserved. In the USA, P.O. Box 950, North Tonawanda, NY 14120-0950, 1-800-456-3003. In Canada, 3770 Victoria Park Ave., Toronto, ON M2H 3M6, 1-800-268-6011. Internationally, +1-416-492-2627, Fax, +1-416-492-2243. Reproduced with permission. Library of Congress Cataloging-in-Publication Data Moss, Mae Taylor. The emotionally intelligent nurse leader / Mae Taylor Moss.—1st ed. p.; cm. Includes bibliographical references and index. ISBN 0–7879–5988–X (alk. paper) 1. Nursing services—Administration. 2. Leadership. 3. Emotional intelligence. 4. Nurses—Psychology. 5. Nurse and patient. I. Title. [DNLM: 1. Nursing, Supervisory. 2. Emotions. 3. Leadership. 4. Nursing Staff—psychology. 5. Patients—psychology. WY 105 M913e 2005] RT89.M635 2005 362.17'3'068—dc22 2004014530 Printed in the United States of America FIRSTEDITION PB Printing 10 9 8 7 6 5 4 3 2 1 00b_95988X_ftoc.qxd 9/14/04 9:47 PM Page vii contents Preface ix About the Author xi Introduction xiii PART ONE Understanding Emotional Intelligence 1. An Age-Old, New Kind of Nursing Intelligence 3 2. Emotions in a Techno-Illogical Age 20 3. Emotional Intelligence and Leadership 42 PART TWO Intelligently Creating, Sharing a Vision, and Setting an Example 4. Leaders Who Create 69 5. Leaders Who Share a Vision 93 6. Leaders Who Set an Example 119 PART THREE Intelligent Transfer of Information 7. Downloading: Honing Emotional Intelligence 141 8. Uploading: Coaching Emotional Intelligence 163 9. Weathering a Crash: Conflict Resolution in the Health Care Environment 184 vii 00b_95988X_ftoc.qxd 9/14/04 9:47 PM Page viii viii contents PART FOUR Changing the Culture of Nursing and the Organization 10. Shaping the Work Environment and Culture 215 11. Rebuilding and Upending the Hierarchical Pyramid 238 12. The Future of Emotional Intelligence for Nursing Leadership 262 References 279 Name Index 299 Subject Index 307