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- Emotional Intelligence Quiz - Donna Earl Training (9 Items)
- Emotional IQ & Behavior Screener Score 9 Items
- Interpretation - Scoring (Total Score) – 20260917-TH our score = 38.5
- Internal Customer Service I.Q. Quiz - Donna Earl Training (10 Item)
- Factors affecting quality of life
- What are the 10 indicators of quality of life?
- Aside - Wales Derived QOL Assessment
- Tangent - Relating QOL to Health Technology
- Emotional Life Quality Factors: These include
- Aspects of Approval
- Social Life Quality Factors - These include
- Aside – Volunteer Work – RVS
- For the Kids
- What Life Quality Factors Are Present?
- Disability the positive effect on the individual
- Disability The Negative Effect On The Individual
- Activity – Draft a PowerPoint for Emotional Intelligence – Givens
- Aside - FYI - Articles & Quizzes - Donna Earl Training
Online Support - Sabina
20200608-M: Sabina first contacts us using Messenger
The association was brief yet we learned a good deal about our EIQ and online dating.
Emotional Intelligence Quiz - Donna Earl Training (9 Items)
http://www.donnaearltraining.com/articles-quizzes/emotional-intelligence-quiz/
Emotional Intelligence Quiz -
Evaluate your Emotional Intelligence (EI) by rating yourself on behavioral
habits. Quiz prepared by Donna Earl.
Emotional Intelligence Quiz - Handout
Below are the behavioral habits of emotional intelligence. As you read these, rate yourself on each habit. Is this a habit or behavior which you practice:
Emotional IQ &
Behavior Screener Score 9 Items
Scored by and for Keith “Buster” Torkelson, MS
Interpretation - Scoring (Total Score) –
20260917-TH our score = 38.5
40-45:
High level of emotional maturity, awareness and control. You have a positive
and inspiring impact on others.
35-39:
Higher than average level of emotional intelligence. Concentrate on
self-awareness and control, and developing increased empathy for others.
27-34:
You have a base line awareness of what emotional intelligence is. Be alert for
opportunities to increase levels of self-awareness and empathy toward others,
and to refine responses.
9-26:
Now that you’re of aware of emotional intelligence, monitor your emotions and
their impact on you and others. Notice how your behavior impacts others and get
feedback on how to modify behavior which has negative affect.
For
strategies to increase emotional intelligence, see articles Developing
Emotional Intelligence and Coaching Emotional Intelligence.
FYIs
Developing Emotional Intelligence
https://www.donnaearltraining.com/articles-quizzes/developing-emotional-intelligence/
Leaders Can Coach Emotional Intelligence in the Team
Internal Customer Service I.Q. Quiz - Donna Earl Training (10 Item)
http://www.donnaearltraining.com/articles-quizzes/internal-customer-service-i-q-quiz/
Internal Customer Service I.Q.
Quiz - Evaluate your Internal Customer Service I.Q. by completing this quiz
prepared by Donna Earl. ... Donna Earl is an international specialist in
Customer Service, Management Skills and Emotional Intelligence. Donna can be
contacted by phone at 415.929.8110.
Internal Customer Service I.Q.
Quiz
What is your organization’s
Internal Customer Service I.Q.?
Organizations with high Internal
Customer Service I.Q. demonstrate the following advantages.
Assess Your Organization
Score the following statements
from a low score of 1 Never to high score of 10 Always.
Interpretation - What does your
score mean?
75-100: High functioning
organization which operates cost efficiently, with high morale, and highly
communicative and proactive employees.
65-75: Above average, however
your organization could improve communication, collaboration and productivity
with targeted educational modules.
45-65: Average organizational
functioning which needs retooling to sustain a motivated workforce, and
collaborative work habits and culture.
30-45: A score in this range
indicates a lack of focus on internal processes, communication and employee
cooperation. To promote a better workplace and improve workflow, a concentrated
retooling and training should be considered.
Up to 30: Neither productivity
nor productive employees will last without retooling and focused retraining.
Contact us with your
organization’s score, and we’ll provide an interpretation and suggestions.
See our workshop Internal
Customer Service Savvy.
https://www.donnaearltraining.com/services/internal-customer-service/
20261025-SU: 5 Star Equivalents (Living Solo)
Factors affecting quality of life
What are the five factors of quality
of life?
AI Overview
The five essential elements of well-being and quality of
life, according to widely recognized psychological and sociological research
like the Gallup Well-Being Model, are career, social, financial, physical, and
community well-being.
The Five Key Factors
Career Well-Being:
Liking what you do every day and
feeling a sense of daily purpose or engagement in your work.
Social Well-Being:
Having strong, loving relationships
and meaningful support from friends and family.
Financial Well-Being:
Effectively managing your economic
life and reducing monetary stress to secure stability.
Physical Well-Being:
Possessing good health and adequate daily energy to
complete tasks and enjoy life.
Community Well-Being:
Feeling a sense of safety, connection,
and pride in the local area or neighborhood where you live.
What are the 10
indicators of quality of life?
AI
Overview
Quality
of life is measured using ten widely recognized indicators that evaluate both
material living standards and overall well-being.
European Commission
The
10 Key Indicators
Health
and Life Expectancy:
Measures physical well-being, infant mortality rates, and
overall access to medical care.
Education
and Literacy:
Evaluates school enrollment, years of schooling, and
adult literacy rates.
Income
and Wealth:
Looks at gross domestic product (GDP) per capita and
household disposable income.
Employment
and Working Conditions:
Assesses job availability, unemployment rates, and
workplace safety.
Housing
Quality:
Considers the standard of living, shelter adequacy, and
access to basic amenities.
Environment
and Nature:
Tracks clean air and drinking water, pollution levels,
and green spaces.
Safety
and Security:
Examines crime rates, legal protections, and physical
security.
Public
Services and Infrastructure:
Measures access to public transportation, electricity,
and sanitation.
Social
Relationships and Community:
Looks at family ties, social support networks, and
cultural cohesion.
Political
and Social Stability:
Evaluates governance, personal freedoms, and civic participation.
Aside - Wales Derived QOL Assessment
While there is no single
proprietary tool formally named the "Wales Derived QOL Assessment,"
the phrase typically refers to one of three prominent health, mental wellbeing, or socio-economic quality
of life (QoL) metrics adapted specifically for use within the
population of Wales.
Depending on your specific focus
area, you are likely looking for one of the following:
1. The All-Wales Mental Health
Core Data Set Framework
Managed by NHS Wales,
this framework mandates a standardized set of routine outcome measures to
monitor a patient's self-reported quality of life and therapeutic progress. The
core tools derived and selected for this national framework include:
CORE-10 (Clinical
Outcomes in Routine Evaluation):
A brief
10-item questionnaire measuring psychological distress and general wellbeing.
WSAS (Work and Social
Adjustment Scale):
A 5-item scale
assessing how an individual's mental health impacts their functional ability to
manage daily life, relationships, and work.
ITQ (International Trauma
Questionnaire):
An 18-item
tool focusing on trauma and PTSD-related well-being.
GBO (Goal-Based
Outcomes):
A 3-item tool
used to track personal goals set directly by the individual.
2. The Welsh Version of the
EQ-5D
In health economics and clinical
research, general health-related quality of life is heavily measured using the EQ-5D
instrument. Researchers have validated a specific Welsh language
translation and demographic profile of the EQ-5D. This adaptation
evaluates quality of life across five
key domains:
- Mobility
- Self-care
- Usual activities
- Pain/discomfort
- Anxiety/depression
It includes the EQ-VAS,
a visual analogue scale where patients rate their overall health status from 0
to 100.
Tangent - Relating QOL to Health Technology
Health technology directly measures and improves Health-Related
Quality of Life (HRQoL) by bridging traditional clinical
metrics with daily human experiences. Tools like wearable devices, smartphone
apps, and digital surveys collect real-time data on physical, mental, and
social well-being.
Core Connections
Patient-Reported Outcomes (PROs):
Digital platforms capture direct feedback
from patients on pain, mood, and daily function between clinical visits.
Passive Tracking:
Wearables and the Internet of Health
Things (IoHT) continuously monitor activity levels, sleep, and vital signs to
infer quality of life trends.
Value-Based Care:
Health systems use QoL analytics
alongside Social Determinants of Health (SDoH) to design personalized,
equitable treatment plans.
Health Technology Assessment (HTA):
Regulators incorporate quality-adjusted
life years (QALYs) and utility values from digital QoL tools to decide on drug
and device approvals.
FYI – II - Would you like to
focus on a specific health condition (such as cancer or rare
diseases) or explore a particular technology (like wearables
or AI-driven analytics)?
Emotional Life Quality Factors: These include
- Privacy
- Dignity
- Approval
- Psychological security
- Autonomy
All individuals have a right to
privacy. This means they should be allowed opportunities to be unobserved or undisturbed as
they wish. This could be at times when they may be embarrassed (e.g.
dressing/undressing, receiving treatment of a personal nature, bathing), if
they wish to speak to someone
confidentially or if they just want some time to themselves away from
others.
Lack of privacy may make a person
feel devalued.
Dignity
Treating people with respect can provide dignity. By not demeaning an individual in any way, we can ensure their self-esteem remains positive. Dignity can be provided in all care settings. Individuals should be addressed as they wish to be addressed. Some may prefer to be called by their Christian name while other may prefer to be addressed more formally, e.g. Mrs/Mr. Care workers should not use nicknames or be too familiar (e.g. calling everyone ‘love’). Respecting someone’s dignity involves asking for compliance (not giving orders) and observing an individual’s wishes. This can also relate to physical aspects: e.g. drawing the curtains around a bed in hospital when changing clothes, dressing wounds or giving a bed bath, so that the patient is not embarrassed in any way.
Approval
Approval means showing affection
or praise for someone’s actions. This helps individuals maintain a positive self-esteem
and a feeling of achievement
and value for their actions.
How do you show someone you approve?
Showing someone you approve of
them or their actions combines clear
verbal cues, positive body language, and supportive actions.
Verbal
Expressions
Give specific praise: Point out the exact thing you like instead of
giving a generic compliment (e.g., saying, "You handled that problem with the client very calmly," instead of just "Good job").
Express
pride or validation:
Use direct
statements like "I am proud of how hard you worked on this" or "I completely support your decision".
Say
thank you with meaning:
Acknowledge
the effort behind what the person did and how it helped or inspired you.
Non-Verbal
Cues
Maintain
eye contact:
Look directly
at the person when they are speaking or presenting an idea to show you are
focused and engaged.
Use
open body language:
Nod, smile, or
lean in slightly during a conversation to signal agreement and warmth.
Offer
physical reassurance:
A warm
handshake, a pat on the back, or an encouraging hug can reinforce approval
depending on the relationship.
Supportive
Actions
Back
up their ideas:
Stand by the
person's plan in a group setting or amplify their voice when they share a goal.
Show
up and follow through:
Be reliable,
arrive on time, or help shoulder a task to prove you value their time and
effort.
Celebrate
the win:
Mark their success with a small gesture, such as grabbing coffee together or sending a congratulatory note.
Can you give examples of how approval can be shown?
Model Answer
Others, including children, may
be given rewards such as stickers for good work/behavior. In all settings:
verbal praise/thanks/encouragement/a smile or a nod of the head.
Aspects of Approval
Approval can be shown through clear verbal cues, written
consent, digital confirmations, and non-verbal body language.
Verbal and Written Examples
Verbal statements:
Saying "I agree," "Go
ahead," or "Looks good to me."
Formal voting:
Raising a hand or saying "aye"
during a meeting.
Written sign-offs:
Signing a physical contract or adding a
signature block to a document.
Email or chat replies:
Responding with "Approved,"
"Confirmed," or a thumbs-up emoji.
Digital and Automated Examples
System buttons:
Clicking an "Approve" button
inside software like Microsoft Teams Approvals.
Status updates:
Changing a ticket or task status from
"Pending" to "Approved" in a database.
Automated logs:
Recording a timestamp and the approver's
name in an audit trail.
Non-Verbal Gestures
Head nodding:
Tilting the head up and down to show
agreement.
Smiling or thumbs up:
Using simple, positive physical gestures to signal a green light.
Psychological security
We use the term “psychological security” when individuals are not afraid or anxious about any aspect of their life. Individuals experience times of worry or stress – such as worrying about treatment they may receive, family or financial problems - which may make them feel insecure. Reassurance and effective communication can help allay fears.
Actions to improve psychological security may include.
In the nursery
Arranging introductory visits to
help with separation anxiety
In hospitals/residential care
Locking doors so individuals know
they are safe.
Autonomy
Autonomy refers to a person’s ability to have control over their own life and the opportunity to make decisions without coercion from others. Autonomy is difficult to achieve in many care settings as individuals receive a lot of care from others. However, people can become more autonomous if they are encouraged to assert themselves and gain confidence.
Nursery
Children are encouraged to go to
the toilet by themselves, get their own coats and put them on to go out to
play.
Hospital
Patients are allowed to make
decisions about their treatment, when and how they wish to dress.
Residential Care
Residents could be allowed to
make tea for themselves or others when they wish to.
Social Life Quality Factors - These include
- Social contact
- Social support
Social contact
This means opportunities to be with other people. Without social contact individuals may become isolated and this can lead to depression. Social contact can be provided by belonging to a range of social groups, depending on age, abilities and interests.
For example, social contact can be achieved
In the nursery:
By playing with other children
In hospital
By talking with others on the
ward, receiving visits from friends and family
In residential care
By chatting in the day room, WRVS
visitors
Aside – Volunteer Work – RVS
The WRVS (Women’s Royal Voluntary
Service), known today as the Royal Voluntary Service (RVS), provides essential
support services for both hospital patients and their visitors across the UK.
The Royal Voluntary Service is a major British charity that
supports older people, vulnerable individuals, and the NHS across England,
Scotland, Wales, and Northern Ireland.
History and Evolution1938:
Founded as the Women’s
Voluntary Services for Air Raid Precautions (WVS)
by Stella Isaacs, Marchioness of Reading, to recruit women for civil defense
and air raid support.
World War II:
Grew to over one million volunteers,
managing civilian evacuation (1.5 million people), mobile canteens during the
Blitz, clothing distribution ("Bundles for Britain"), and salvage
collection.
1966:
Granted the "Royal" title by
Queen Elizabeth II, becoming the Women’s Royal Voluntary Service
(WRVS).
2004:
Officially shortened its name to WRVS to modernize the identity.
2013:
Dropped the word "Women" to rebrand
as the Royal Voluntary Service,
formally opening membership and roles to men.
Modern Services
Community Support:
Delivers Meals on Wheels, Good Neighbours
companionship, and community transport for medical appointments.
Hospital Services:
Operates volunteer-run shops, cafés, and
trolley services in hospitals.
Emergency Response:
Assists local authorities and emergency
services during natural disasters and major incidents (such as floods and major
UK accidents).
NHS & Digital Aid:
Coordinates volunteer networks for the NHS, including pandemic support and home-from-hospital recovery programs.
Social support
Social support differs from social contact as it is more personal. Individuals receive social support from people they trust, usually family or friends. Social support provides individuals with emotional security as they can discuss problems and get the help they need to solve them. They may need physical support, i.e. help with a practical activity, or psychological support, e.g. having someone to talk to who knows and understands them.
For the Kids
Activity - Reception class
The children in the reception class at school are all given the opportunity to visit the class with their parents before they actually start full-time school. They are able to meet the teacher and other children who will be starting school at the same time. In the classroom there are a range of activities for the children, such as water play, sand play, a house corner, and puzzles. In addition to the teacher there is a nursery nurse and a classroom assistant to help out with the children. The facilities in the school include a canteen (which provides healthy school lunches), an outdoor play area, a sports hall and separate toilets for boys and girls (with small toilets and low hand basins).
What Life Quality Factors Are Present?
Quality of life encompasses a
broad combination of physical, emotional, social, and environmental factors
that shape an individual's overall well-being and life satisfaction. According
to major frameworks like the World Health Organization and population health
studies, the core factors present in assessing quality of life include:
Physical and Mental
Health:
Encompasses
functional mobility, perceived
vitality, freedom from chronic pain, and emotional well-being.
Long-term findings, such as the Harvard Study of Adult Development, show that
strong relationships and emotional satisfaction are among the strongest
predictors of lifelong health and happiness.
Social Connections:
Involves
family support, community belonging, and meaningful interpersonal
relationships. Global surveys indicate that family and close ties serve as a primary source of life
fulfillment across diverse cultures.
Financial and Material
Security:
Includes
personal income, employment
stability, housing quality,
and purchasing power for
basic necessities and comforts.
Environment and Safety:
Covers clean
air and water, neighborhood safety, access to reliable transportation, and freedom from environmental
hazards.
Personal Development and
Autonomy:
Involves
educational access, career satisfaction, and control or independence in daily
decision-making.
Activity - Disability - Think about it
https://www.youtube.com/watch?v=yYNjXRVFnTc
Using the post-it notes provided under the headings: physical, intellectual, emotional and social consider:
Disability the positive effect on the individual
Experiencing a disability can
foster deep personal growth, build unique problem-solving skills, and drive
profound resilience in an individual.
Personal Growth and Strengths
Resilience:
Facing daily
physical or social barriers
often builds high emotional and mental toughness.
Problem-Solving:
Adapting to a world designed for non-disabled
people turns individuals into creative, innovative thinkers.
Self-Awareness:
Navigating
challenges often brings a deep sense of personal
agency, self-acceptance,
and emotional strength.
Social and Leadership Benefits
Empathy:
Lived
experience with a disability can cultivate profound compassion for the diverse experiences of others.
Leadership Value:
Unique
perspectives make individuals strong, inclusive leaders who value teamwork and
accessibility.
Community Connection:
Engaging with
support networks often leads to meaningful
relationships and a strong sense of belonging.
Disability The Negative Effect On The Individual
Disabilities can create profound
negative effects on an individual, stemming from both physical limitations and
external societal barriers.
Mental and Emotional Health
Chronic Distress: According to the Centers for Disease Control and Prevention (CDC), adults with disabilities experience frequent mental distress
nearly five times as often as
those without disabilities.
Depression and Anxiety:
Stigma,
isolation, and ongoing physical pain significantly raise the risk of developing anxiety and depression.
Loss of Identity:
Acquiring a later-in-life impairment can
trigger grief, an identity crisis, and a diminished sense of self-worth.
Social and Environmental
Barriers
Social Isolation:
Inaccessible
public spaces, poorly designed transportation, and negative public attitudes
often lead to loneliness and exclusion.
Ableism and Stigma:
Prejudiced
attitudes or infantilizing behaviors from others undermine an individual's
autonomy and social relationships.
Economic and Healthcare
Inequities
Financial Hardship:
Lower
employment rates contribute to higher rates of poverty and financial instability for disabled individuals.
Healthcare Disparities:
Many face
inadequate medical services, physical barriers in clinics, and providers who
lack proper training on accommodating patients with disabilities.
Activity – Draft a PowerPoint for Emotional Intelligence - Givens
You can find free downloadable
presentation decks and slide templates on Slidesgo
Emotional Intelligence Templates or browse structured outlines on SlideEgg Emotional Intelligence PPT.
Core Definition
Emotional Intelligence
(EI or EQ): The ability to recognize, understand,
and manage your own emotions, as well as influence and understand the emotions
of others.
Distinction from IQ: While IQ is relatively fixed, EQ is a flexible skill set that can
be developed and strengthened over a lifetime.
Daniel Goleman's 4 Main
Components
Self-Awareness: Knowing your inner states, preferences, resources, and intuitions
in the moment.
Self-Management
(Self-Regulation):
Controlling
disruptive impulses, adapting to change, and maintaining honesty and
transparency.
Social Awareness:
Showing
empathy, organizational awareness, and service orientation toward others.
Relationship Management: Developing others, handling conflict constructively, and building
teamwork and leadership effectiveness.
Key Slide Topics to Include in
Your PPT
Introduction: Defining EQ vs. IQ and why it matters in modern workplaces.
The Emotional Competence
Framework:
Breaking down
personal vs. social competencies.
Workplace Impact:
How high EQ
drives better leadership, lower burnout, and stronger communication.
Actionable Strategies:
Daily
practices like active listening, pausing before reacting, and emotional
labeling.
If you'd like, let me know:
What is the target
audience for your presentation (e.g., students,
corporate team, medical staff)?
Aside - FYI - Articles & Quizzes - Donna Earl Training
http://www.donnaearltraining.com/articles-quizzes/
Articles & Quizzes by Donna
Earl, international specialist in Customer Service, Management Skills and
Emotional Intelligence.
Articles & Quizzes - Donna Earl has written the
following articles on Customer Service, Customer Service Management, Management
and Emotional Intelligence. Please contact us at email@DonnaEarlTraining.com for permission to use or reprint any article, or to
quote Donna.
Articles:
[Links]
- What Is Internal Customer Service? A Definition and
Case Study
- Providing Excellent Internal Customer Service
- The Role of Internal Service within the Support Team
- Stress Management Tips for Customer Service
Professionals
- Hire the Best for Your Help Desk
- Help Desk Training
- Customer Service Challenges for Tech Support Help
Desks
- The Customer Service Manager’s Challenge
- Dealing with Abusive Customers
- Developing Emotional Intelligence
- Coaching Emotional Intelligence
- Stress Management Tips for Healthcare Professionals
Quizzes:
[Links]
- Customer Service Quiz for Healthcare
- Internal Customer Service I.Q. Quiz
- Tech Support Customer Service Skills Quiz
- Technical Manager’s Management Skills Quiz
- Emotional Intelligence Quiz
