A DNS, noticing that a new resident is withdrawn and sad, discusses the situation with the staff to help them better understand how, for some individuals, moving to a facility may result in feelings of loss and depression. A plan is implemented to engage the resident in meaningful activities and to help the resident adjust to the new environment. Which skill did the DNS utilize?
a) Conflict-resolution skills
b) Emotional intelligence (EI)
c) Democratic leadership
d) Contingency theories of leadership