Linking Emotional
Intelligence to Performance

What is it that makes some people better managers than others? Why are some employees highly motivated and more productive than others? Why is it that typically 20 per cent of a sales team make 80 per cent of the sales?

The answer is largely to do with competencies in emotional intelligence (EI). "Soft" skills like empathy, self control and social skills are now regarded as key factors in organisational performance. Emotional competence, commonly known as our Emotional Quotient (EQ), is now regarded as a more reliable predictor of success in the workplace than traditional intelligence known commonly as IQ.

EI means managing and expressing emotions effectively. Applying EI in the workplace is known as emotional competence. These are learned capabilities that improve performance.

For example, a service representative high in EQ will better understand and meet the needs of the customer. Building the resilience of a sales representative will enable them to bounce back quickly from rejection and move onto the next sale.

Organisations depend on people, and it is companies that nurture the emotional competence of their employees that enjoy sustained success. Leaders and teams high in EI can effectively work together towards mutual goals.

The Case for EQ

As awareness of the importance of EQ has grown, so too has the research and evidence. Today, there is a great deal of research that links emotional intelligence with individual performance and organisational productivity.

Over 500 studies have shown that:

• Managers high in EI exceed targets in the range of 15% to 20%. Meanwhile, those with low EI under perform targets by 20%.
• Partners high in emotional intelligence in a consulting firm delivered 139% more profit from their accounts than other partners.

• Exceptional leaders attributed 90% of their success to their EI.
• Supervisors trained in emotional intelligence competencies increased team production by 17%.
• The primary cause of executive failure involved deficits in EI.

In a sales environment, these studies have found:

• Sales people trained in EI competencies achieved a sustained 87% improvement in sales and delivered in excess of 2000% return on investment in the first year

• Insurance sales people strong in EI sold policies on average of twice the value of those low in EI.
• Sales people high in optimism sold 37% more than pessimists.
• Sales people hired on EI halve the dropout rate.

Developing EQ

EQ can be improved with development programs, feedback and coaching. The introduction of customised emotional competence training programs and support initiatives will significantly increase the effectiveness and outcomes of leadership, sales, handling change, project management, team building, communication and customer service.

Attitude Works has helped businesses to build the EI of their workforce, based on solid research. Program participants have reported:

• A reduction of negative emotions such as frustration, defensiveness and anger
• Less avoidance behaviour resulting in the tackling of issues as they arise
• Increased empathy for others
• More effective communication
• Confidence and readiness to deal with change
• Increased commitment to the team

Based on self-assessment before and after training with Attitude Works, participants rated their emotional intelligence to have improved by between 33 and 55 percent.