Scenario: A mid-sized hospital launched a large-scale digital transformation by implementing a new electronic health record (EHR) system. The initiative was designed to improve patient care and operational efficiency. However, the shift dramatically altered daily workflows for frontline medical staff, particularly nurses and physicians who had long relied on the previous system.
The Challenge
From the outset, staff expressed anxiety, frustration, and resistance to change. Many felt their concerns were being dismissed by leadership, creating a growing rift between administrators and healthcare providers. As the learning curve impacted performance, patient wait times increased, and morale dropped sharply. Employees felt overwhelmed and unheard, while rumours and resentment spread quickly through the hospital. Without targeted support, the organization risked long-term disengagement, burnout, and a serious decline in team cohesion.
The Marshall Connects Solution
Emotional intelligence isn’t just a leadership “nice to have”; it’s a strategic tool that transforms resistance into resilience during times of organizational change. Forward-thinking organizations are increasingly recognizing that high EI is the foundation of effective leadership development. EI equips leaders to lead with empathy, manage stress, resolve conflict constructively, and inspire teams, especially when facing uncertainty.
To support the hospital’s transformation, Marshall Connects delivered a customized EI training program focused on improving communication, building trust, and strengthening leadership presence. Beyond the initial workshops, we provided follow-up coaching and leadership check-ins to ensure sustainable behavioural change and ongoing emotional intelligence growth at every level of the organization.
Customized EI Training Program
Marshall Connects worked with the hospital's executive team to develop custom emotional intelligence (EI) training for all managers and department heads. The training focused on:
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Empathy: Encouraging leaders to put themselves in employees' shoes and validate their concerns.
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Social awareness: Teaching managers to read the emotional climate of their teams and spot early signs of burnout.
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Relationship management: Equipping leaders with strategies to hold open forums, practice active listening, and maintain regular communication with their teams.
The Impact of EI Training
Following the emotional intelligence (EI) training, leaders began hosting weekly listening sessions to better understand staff concerns. They shifted from a task-focused mindset to a people-first approach, acknowledging the emotional toll of change and fostering more compassionate communication.
Key results included:
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Mindset Shift: Leaders prioritized emotional check-ins and team well-being, reducing anxiety and increasing transparency.
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Improved Communication: Active listening and timely updates became the norm, replacing one-way directives and assumptions.
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Stronger Relationships: Trust grew as managers demonstrated empathy, leading to greater psychological safety and collaboration.
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Team Cohesion: Silos broke down, and cross-functional cooperation improved as teams aligned around shared goals.
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Greater Adaptability: With emotional support in place, staff became more open to change and quicker to adopt new systems.
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Boost in Morale & Productivity: Feeling heard and valued increases engagement, ownership, and output.
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Emerging Change Champions: Former skeptics became advocates, supporting peers and accelerating the transition.
As a result, the hospital completed its EHR rollout ahead of schedule, with higher staff satisfaction, stronger relationships, and a more emotionally intelligent leadership team prepared for future change.
Why Emotional Intelligence Matters
This case study highlights the measurable impact of emotional intelligence in the workplace. As leaders strengthened their skills in self-awareness, self-management, social awareness, and relationship management, the culture within the hospital began to shift. Employees felt heard, leaders became more approachable, and collaboration improved across departments.
By modelling emotionally intelligent behaviours, leaders were able to:
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Positively shape workplace culture
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Boost employee engagement and morale
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Increase collaboration and productivity
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Reduce resistance to change
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Support a smoother, faster system rollout
Emotional intelligence isn’t just about improving relationships; it’s a powerful driver of operational success and organizational resilience.
From the Client:
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Our leadership team hired Linda Marshall to deliver an Emotional Intelligence Training Program during a critical time of organizational change. Linda’s approach was both insightful and compassionate, helping us reframe how we support and engage our staff. The weekly listening sessions she encouraged became a turning point. Our nurses felt seen, heard, and valued. We've already seen a noticeable improvement in communication, morale, and collaboration across the hospital.
Let Marshall Connects Help Create A Healthier, More Productive Workplace
Through emotional intelligence training, Marshall Connects helped this organization turn a challenging situation into an opportunity for growth. Communication was revitalized, relationships were strengthened, and productivity soared. The comprehensive EI approach didn’t just address immediate challenges—it created a sustainable foundation for long-term success.
Are you ready to transform your workplace dynamics? Contact us to learn how our Emotional Intelligence training programs can help your organization thrive.
Dive Deeper into Emotional Intelligence:
For additional insights, check out Linda Marshall's books:
- The Power of Emotion: A Practical Guide to Making the Most of Your Emotional Intelligence. This resource provides actionable strategies to help you master self-awareness and lead with purpose.
- The Mindful Journal: Cultivating Emotional Intelligence through Reflective Writing. This guided journal offers a hands-on approach to developing emotional intelligence through the power of reflective writing.
Contact Us Today:
Take the first step toward a healthier, more productive work culture. Reach out to Marshall Connects for a consultation and begin your journey to a transformative workplace.
