Throughout my tenure as an emergency medical technician (EMT) for my college campus, invaluable lessons about the importance of empathy, compassion, and communication in conjunction with medical knowledge were learned. It was a platform that allowed me to understand that these soft skills are essential components of effective prehospital care. The art of soothing a child in pain or maintaining calm for agitated patients until we reached the Emergency Department (ED) was as important as any medical procedure or protocol. This experience highlighted the significance of emotional intelligence in prehospital care.
When I transitioned into my career as an emergency medicine physician, I found that my EMT background provided me with a robust foundation. Of course, the depth of medical knowledge required was far greater, but the core values remained the same. The difference between a good physician who meets the standard of care and an extraordinary physician often lies in soft skills such as effective communication, empathy, and the ability to read the room.
Communication is one of the most crucial aspects of healthcare. It is through open dialogue that medical histories are taken, diagnoses are made, and treatment plans are explained. As a physician, the ability to communicate effectively can mean the difference between a patient feeling heard and understood or feeling confused and anxious1. It is important to remember that the ED can be an overwhelming place for patients; hence, clear and compassionate communication can help reduce their anxiety and improve their overall experience.
Empathy, the ability to understand and share the feelings of another, is a fundamental component of patient care. It allows us to connect with patients on a human level, engendering trust and fostering a more amicable relationship2. This connection can lead to more accurate diagnoses and better patient compliance with treatment plans. Furthermore, empathy can help in alleviating the fear and anxiety that often accompany a visit to the ED.
In the high-stress environment of the ED, reading the room is an often overlooked but essential skill. It involves being aware of the emotional climate of the room and adjusting one's approach accordingly3. This can mean recognizing when a patient or family member is becoming overwhelmed and taking the time to reassess and adapt communication methods. It can also mean being aware of one's own emotions and how they may be affecting interactions with patients.
As professionals in municipal management, we can take these lessons from the field of emergency medicine and apply them to our own work. Our roles may not involve direct patient care, but they do involve interacting with the public and making decisions that impact our communities. Therefore, the importance of effective communication, empathy, and emotional intelligence should not be underestimated.
The parallels between emergency medicine and municipal management are numerous. Both fields require swift decision-making, the ability to work under pressure, and the need to interact with diverse groups of people. In both professions, emotional intelligence can enhance these interactions and improve outcomes. As municipal management professionals, we would do well to learn from our counterparts in emergency medicine and strive to integrate these soft skills into our work.
In the end, whether in the ED or in the city manager's office, our goal is to serve our communities to the best of our abilities. Incorporating emotional intelligence into our work can only enhance our ability to do so. We should strive to communicate effectively, empathize with those we serve, and be aware of the emotional climate of the situations we encounter. In doing so, we can become not just good professionals, but exceptional ones.
References
Epstein, Ronald M., and Richard L. Street Jr. "Patient-Centered Communication in Cancer Care: Promoting Healing and Reducing Suffering." National Cancer Institute, NIH Publication No. 07-6225. Bethesda, MD, 2007.
Decety, Jean, and Jason M. Cowell. "The complex relation between morality and empathy." Trends in cognitive sciences 18, no. 7 (2014): 337-339.
McQueen, Alison. "Emotional intelligence in nursing work." Journal of advanced nursing 47, no. 1 (2004): 101-108.