Quiz: Emotionally intelligent leaders for a thriving pharmacy business

1. Which of the following statements is FALSE about Emotional Intelligence? [LO1]

1. A person’s Emotional Intelligence can be ‘learned’ and ‘upskilled’
2. Psychologist Daniel Goleman created the definition of Emotional Intelligence
3. Emotional Intelligence involves recognising and understanding one’s own emotions, how they influence thoughts and behaviours, and to manage those emotions effectively
4. Emotional Intelligence involves being attuned to the emotions of others and using that awareness to guide interactions, build relationships, and influence outcomes constructively

2. Which of the following is NOT one of the mentioned competencies for Emotional Intelligence as recognised by Goleman? [LO2]

1. Adaptability
2. Positive Outlook
3. Independence
4. Emotional self-control

3. Which of the following shows the characteristics of a person displaying low Emotional Intelligence? [LO2]

1. Pharmacy manager Jane witnesses two pharmacy assistants have a disagreement in front of the pharmacy during lunch break. Jane sees both staff come back in later and there seems to be tension affecting teamwork. She chooses not to interfere with the conflict because it seems like a private matter, and it is not her concern.
2. A patient enters the pharmacy complaining that she received unacceptable service and wants to speak to the owner of the business. Alex, the owner presents himself and is verbally abused – Alex takes no tolerance for this, raises his voice quickly and tells the person to leave the store whilst incorporating unprofessional language. He then mumbles, complaining to other customers about how rude people can be.
3. A young 17-year-old girl is showing signs of discomfort when speaking with the pharmacy assistant who is asking many questions about a product request she has made. The pharmacy assistant continues to keep questioning because it is important that the right product is given to her, regardless of how uncomfortable she feels.
4. Pharmacy owner Alex noticed low staff morale after a busy Christmas period where many staff worked tirelessly for long hours. Alex brought the matter up during the staff meeting to seek improvement in how he can provide work balance to his staff. He also tailored to each staff’s comfort level when discussing their thoughts and approached them individually to ask how they were coping.

1. i,ii and iii
2. ii and iii
3. ii only
4. iv only

4. Which of the following best explains the relevance of Emotional Intelligence in healthcare practice? [LO3]

1. Emotional Intelligence is primarily applicable to corporate leadership and has limited relevance in clinical environments.
2. Emotional Intelligence is beneficial only for administrative healthcare roles that do not involve direct patient interaction.
3. Emotional Intelligence supports holistic, patient-centred care by enhancing communication, empathy, and collaborative decision-making.
4. Emotional Intelligence is a trait exclusive to individuals in formal leadership positions within healthcare organisations.

5. Which of the following is NOT an example of a way to recognise and improve a person’s Emotional Intelligence? [LO4]

1. Checking in with your own emotions, including how you are feeling and why every now and then.
2. Asking a colleague how their day is going, taking note of how they are feeling, nodding, and acknowledging what they are saying to you.
3. Completing a job assigned to a colleague as they are finding it frustrating, even though they are adamant that they did not want your help and wanted to complete it by themselves.
4. Asking your staff to provide feedback on your management, communication methods and how they feel about you handling your work tasks/situation as a manager.