Building your team's emotional intelligence

In this article: Calibre Group’s managing director Sabina Hegarty explains why firms are investing in emotional intelligence programmes to help make staff more productive and businesses more successful

Emotional intelligence, or emotional quotient (EQ), is a term first coined in 1964 by Michael Beldoch is the ability to recognise and manage our own emotional states, while also being mindful of the emotional states of those around us.

People with a high EQ are more likely to be successful in business and life because they are the ones that others want on their team. The good thing about EQ is that it can be learned by anyone and is a life skill like no other when it comes to forming and maintaining relationships and performance.

Perhaps one of the core elements of EQ is empathy, and there are methods we can all take onboard to improve and increase empathetic behaviour. So if you want to  improving empathy try practicing the following five behaviours:

1.    Be curious

Part of showing empathy is being interested in other people, especially people that you know nothing about and who are outside of your social circle.

2.    Challenge your own prejudice and unconscious bias

Just because you firmly believe in something, it doesn't mean that it's right. Take time to scrutinise your own prejudices and learn to see individual people through a wider lens.

3.    Use your imagination

Imagination is key, as it gives you an idea of how it might feel to be in someone else’s situation, other than your own, and use that understanding to empathise with them.

4.    Withhold judgment

This a key step when practicing empathy. It can be difficult not to pass judgment, especially when first meeting someone, however, this is a crucial step towards being empathetic.

5.    Listen

Probably one of the most effective ways you can demonstrate empathy, is to practice empathic listening.

Active listening is when you reflect back to the other person in your own words and also using their key words and phrases.

Empathic listening is a higher level and is when you reflect back key words and phrases, and also verbalise the emotion that you’ve picked up from the other person. For example: A service customer comes in complaining that this is their fourth visit for the same vehicle issue.  An empathic response would be ‘I bet you’re really angry about having to come in so many time with the same problem,’ This opening sentence immediately diffuses the situation and from that point you can continue your normal resolution process.

Emotional intelligence can enable businesses to build high performing teams and a great working culture, by improving the way that they communicate, build relationships and create positive working environments. Additionally, the impact of EQ stretches way beyond the business world, as EQ competencies, which are all learnable, can enhance all aspects of living a truly fulfilled life and relationships.

Find out more about how the IMI could help you deliver training for staff

Calibre Group design and deliver sales, service and finance training to the automotive sector, with EQ and mental well-being an integral part of all its programmes.