Imagine you know what your customers and employees are thinking. Product and service design is precise based on your full knowledge of customer preferences. Employee training and effectiveness serve your business model. You know what to say and when to say it when dealing with prospective and current clients. You are aware of the dynamics of your business. You react to each situation in the most appropriate way. You respond to everyone you encounter in an ideal manner. Your business meets the needs of your customers and employees. You Prosper.
While this may sound like powers reserved for superheroes, to be aware, to react, and to respond suitably is possible by using emotional intelligence (EI). At the core, EI is the ability to be aware, react, and respond in a fashion that is productive to the situation. This ability encompasses empathy, self-awareness, and adaptability. It begins with your ability to be aware of the conversations, actions, reactions, questions, and body language of those you serve and employ.
Entrepreneurs face complexity and change in their pursuit of business growth. The ability to be aware of the system dynamics at work, and then to react and respond positively will increase the likelihood of business success. Business growth and risk prevention benefit from knowing the opinions of others, the business context, and the underlying motivations of people. Leaders with a high degree of EI develop highly engaged employees. In turn, highly engaged employees serve customers, solve problems, prevent risk, reduce waste, and take ownership in their work.
Employee engagement occurs when employees make daily progress toward meaningful work. The role of the leader is to create a culture in which meaningful work can be achieved daily. By using EI skills, leaders are empowered to hire for meaningfulness, motivate employees to achieve excellence, and serve the customer in a manner that grows the business.
While the principles of EI are simple, they are not easy to master. Both leaders and their employees can improve their EI attributes. In my experience, the ability to develop EI skills depends on a leader’s capacity for reflection. Reflection examines our level of awareness and documents our successes and failures such that we can improve our performance. As a leadership strategist, I recommend the use of a leadership journal. In this journal, leaders (and employees) make a note of their encounters, decisions, and outcomes and then reflect on what did and did not happen. In essence, the leader becomes a student of self. Over time, these journal entries become the roadmap for personal improvement related to EI.
A successful entrepreneur depends on information. High levels of EI enable the leader to capture critical data which informs the journey toward business success. The mastery of awareness requires a focus on relevant information and the ability to ignore other signals. Complexity and change efforts are fraught with messages, cues, and context that are insignificant or misleading. The ability to use EI to focus on critical information will serve the entrepreneur in all facets of their business.
Rod Brace, Ph.D. is a leadership strategist and managing partner at Relia Healthcare Advisors. Rod most recently served as the Regional President and Chief Learning Officer for a $5B health system. He has served as an executive coach to corporate executives and entrepreneurs. He holds an MBA and Ph.D. in management with a research emphasis in organizational cultures, motivation, and leadership. He can be reached at: rod@reliahealthcare.com