EVIDENCE SHOWS THAT 80% OF PEOPLE LOSE TIME
WHAT IS EMOTIONAL INTELLIGENCE?
EI IN THE PHARMACY
WORRYING AFTER A RUDE INTERACTION
Pharmacy is often a fast-paced, high pressure environment where teams juggle competing demands and constant interruptions.
T
his mix of workload intensity and diverse team interactions can create stress which makes
emotionally intelligent communication essential for maintaining safety and high quality person-centred care.
Emotional intelligence (EI) is increasingly recognised as a cornerstone of effective teamwork, compassionate leadership, and high-quality service delivery, particularly within health and care settings where pressure, complexity, and human connection are integral to safe and effective care.
EI refers to our ability to perceive, understand, express, and manage emotions, both our own and those of the people around us (Goleman, 1995).
At its heart, EI is about being intentional with how we show up, how we respond, and how we support others, especially during challenging times.
Why EI matters in health and care Within teams, EI plays a critical role in shaping culture, communication, and resilience.
Modern workplaces can no longer be viewed as merely rational environments where emotions are dismissed; research has shown that ignoring or suppressing emotions leads to amplification rather than resolution (Cao Y, Gao L, Fan L, Jiao M, Li Y and Ma Y, 2022).
Effective leaders instead practise emotional agility, approaching emotions mindfully and using them as information rather than obstacles.
High levels of EI are associated with tangible benefits for teams and organisations. Teams led by emotionally intelligent individuals report improved productivity, greater efficiency, and stronger organisational commitment.
Staff retention also improves when people feel understood, valued, and supported (Shah and Sah, 2024).
EI enhances capacity to remain calm under pressure, qualities essential in clinical environments.
Interestingly, EI is not fixed; unlike IQ, it can be developed through reflection, feedback, and structured tools such as coaching, 360-degree reviews, and values- based reflective practice.
The impact of low EI The consequences of failing to use EI are equally important to acknowledge. Incivility in teams can directly affect performance.
Evidence shows that 80% of people lose time worrying after a rude interaction, 38% reduce the quality of their work, and nearly half reduce the time they spend at work (Porath and Pearson, 2013).
These emotional ripple effects impact not only colleagues but also the experiences of service users. Less effective, emotionally unaware teams ultimately provide poorer care.
Developing EI Strengthening EI begins with being self-aware, recognising triggers, understanding how our personality shapes communication, and identifying unhelpful default behaviours.
As health and care teams continue to navigate increasing demands, emotional intelligence is not a “soft skill” but a vital leadership and teamwork capability.
By investing in EI development at every level, organisations build cultures of kindness, compassion, resilience and high performance resulting in best person-centred care.
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