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How Emotional Intelligence (EQ) Improves Performance

Admin • October 16, 2019

Emotional EQ has become the new black for business owners and start- ups. Emotional intelligence underpins the self-awareness that is evident in great leaders and involves the ability to accurately perceive emotions with high levels of empathy. This is an essential ingredient in understanding other people's emotions, as well as your own. People with high emotional EQ are aware of their faults and shortcomings and are always trying to develop new skills and greater self-awareness.

While some people have well developed emotional EQ, the good news is that these skills can be learned and nurtured.

The importance of emotional EQ in business

For many years, technical expertise was considered sufficient to own and manage a successful enterprise. However, having emotional EQ is now often considered as, or more important than technical knowledge. Managing a business requires constant interaction with staff and customers and being attuned to the emotional tone of a group or individual is a critical skill that guides managerial intuition and decision-making.

How building Emotional EQ can help build your business

The needs of business are changing as businesses realise the impact that empathy and collaboration can have on their ability to compete. The ability to truly empathise with the needs of your customers is a key part of emotional EQ.

Empathy fuels the customer experience

As progressive companies shift from a focus on production to a focus on the needs of your customers, having the skills required to understand the needs of your customers and cater to them gives your business a competitive edge.

Emotional EQ helps you make more thorough decisions

People with high EQ make more balanced and considered decisions. Leaders with well-developed emotional EQ take a more consultative approach to decision-making by taking the suggestions and advice of their teams into account.



People with high emotional EQ can more readily view things from another person's perspective, making it easier for them to resolve conflict and work through obstacles - whether it be in a business negotiation or an interaction with a disgruntled customer. They are easily able to manage their emotions, and behave more proactively as a result.

Emotional EQ helps you build more productive teams

High EQ leaders understand how to build strong teams and motivate individuals. They lead by example and model collaborative behaviour and teamwork. Building high emotional EQ makes new leaders good and good leaders exceptional by equipping leaders with the skills required to truly connect with their teams.

You work well with people

To be able to adapt to changing situations within the company. Companies today must be able to change rapidly to stay competitive, and employees must be able to be flexible and adaptable to make this happen. You should be able to take on more than your job role and value the opportunity to be constantly learning new skills.

You become an increasingly better leader

According to success.com, emotional intelligence is defined as being the sum of four parts- self awareness, social awareness, self management and relationship management. Once you receive sufficient soft skills training or learning in all four of these aspects, you achieve heightened awareness in your dealings with people, making you more competent when handling other people.

You Become Motivated About Your Work

Emotionally intelligent people understand what truly makes them happy, and work towards projects with give them creative satisfaction. Even though they may face obstacles, they have the ability to maintain focus on what is really important.

You Accept Criticism As A Positive Factor

Honest and well- timed criticism is an important factor in any business. However, your acceptance of criticism as a learning opportunity plays a large part in your personal and business growth. Emotionally intelligent people understand that feedback is an important aspect of business maturity. They look objectively at areas of potential development and adopt a positive approach towards bettering their company.



While some leaders have naturally higher levels of emotional EQ, these skills can be learnt, and all good leaders have to cultivate their skills regularly through life experiences and soft skills training.

Need some new skills to grow your business? View our courses and find out how soft skills could help your business thrive. 

Presentation Skills - Tip Three

By Admin • December 3, 2020
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Presentation Skills - Tip Two

By Admin • November 24, 2020
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Presentation Skills - Tip One

By Admin • November 5, 2020
The eyes have it Whether you be presenting in person, or in a virtual situation its all about making contact with your audience. Connecting with an audience requires us to show our true selves or put another way, to be authentic. One of the best ways to show our authenticity is to reveal ourselves through our eyes, we do this by looking others in the eye, when we do this, they see our inner selves, which sparks a genuine connection. When presenting virtually the lens is the representation of everyone you are speaking with, so the lens becomes their eyes and we must look into that lens and express emotion in the same way we do when we are with people in a physical environment. So, sit back and take one-minute to view tip number one in our presentation skills video training series to help you connect in the virtual world.

Credit Control - Tip Three (for getting paid)

By Herduard Joy Cetron • October 30, 2020
Do you know the difference between aggressive, assertive and non-assertive? This is an important question for anyone working as an account receivable person / credit controller. You see, a big part of getting invoices paid on time is your voice, your voice has to become an effective tool for encouraging your customers to pay their invoices on time and your voice needs to be used in an assertive manner. When you are assertive people follow your lead and will be guided by you, being assertive creates trust and gives you the authority you need to be taken seriously. Another aspect of being a good account receivable person / credit controller is maintaining your record keeping, using the CRM software or accounting software correctly. Document, Document, Document. If you keep accurate records it will stop your customers from trying to trick you are out right lying to you, because they will know that you have documented what they have promised to do and you can refer back to previous conversations and quote their own words back at them, this has a powerful effect on people trying to mislead you.  So sit back and take one-minute to view tip number three in our credit control video training series to help you get your invoices paid on time.

Credit Control - Tip Two (for getting paid)

By Admin • October 22, 2020
We are here to help you get paid, whilst maintaining excellent relationships with your customers What kind of relationship does your accounts receivable team have with your customers? For the most part credit controllers and accounts receivable teams don’t have much of a relationship with customers except to chase them for payment which means in many cases it’s a negative relationship. We see this as a flawed relationship, wouldn’t it be better for your business and the customer if the relationship between the customer and the accounts receivable team was a positive one? How about starting the relationship on a positive note and keeping it that way, viewing accounts receivable as part of the customer service process can ensure you not only get paid faster but have a deeper more meaningful relationship with customers. In this set of short one-minute training videos we will arm you with the skills to make sure your invoices get paid on time every time.

7 Key Soft Skills for Tech Teams in the Post 'COVID-19 Normal'

By Admin • October 20, 2020
The IT sector has traditionally placed priority on the team members having gun tech skills – sometimes at the expense of other, seemingly less important soft skills. As COVID-19 redefines the way we work, the need for soft skills in this sector is becoming increasingly apparent.  Soft skills now dominate the list of proficiencies needed by our future tech workforce. As Deloitte Access Economics points out, “ten of the sixteen ‘crucial proficiencies in the 21st century’ identified by the World Economic Forum are non-technical”. The days where the technically gifted can get away with operating as a lone wolf are long gone. Technology team members are now expected to have solid non-technical soft skills. If you want to improve the effectiveness of our tech teams or to shine as a team member, here are eight soft skills that will give you an edge. And if you are looking to get into the sector, these skills could make a tangible difference to your employment prospects by making you stand out from the crowd. According to an Australian Department of Employment 2016 report, a quarter of entry level employers report having difficulty filling vacancies because applicants lack employability skills.

Credit Control - Tip One (for getting paid)

By Admin • October 15, 2020
We are here to help you get paid whilst maintaining excellent relationships with your customers. Surprisingly, one of the biggest fears in business is asking to be paid. Many business owners and accounts receivable people have never been taught to ask for payment and the rules around maintaining positive relationships whilst reducing outstanding invoices.  In this short series of credit control videos, we will arm you with the skills to make sure your invoices get paid on time.

Customer Service Tip Three

By Admin • October 8, 2020
We are here to help. Tips to stay cool, calm and collected in Customer Service As Des’ree sang in her 1994 Hit song You Gotta Be. “You gotta be cool, you gotta be calm, you gotta stay together and love will save the day”. This is a wonderful mantra when working in customer service, when you are cool, calm and collected you have power over yourself and power over your role. It's not always easy to keep your head when things are frantic with customers being demanding and the pressure to keep calls to a certain time limit and make, or answer X many calls an hour. Having an assertive tone of voice, great eye contact and body language are important. So, sit back, relax and take one minute to watch this training video to let us help you to be super cool with your customers.

Customer Service Tip Two

By Admin • October 5, 2020
We are here to help. Tips to stay cool, calm and collected in Customer Service Conflict is my friend, now that’s a bold statement, we know, but once conflict is embraced it can be managed and used to build stronger relationships with customers. Conflict is only a problem if it spirals out of control, during this time of COVID-19 many of our clients have reported that their customer service teams are experiencing far more conflict with customers than they have previously, tension not addressed grows and something quite minor can turn into a serious conflict which could mean losing a customer. So, sit back relax and take one minute to watch this training video to let us help you embrace conflict.

Customer Service Tip One

By Admin • September 24, 2020
We are here to help. Tips to stay cool, calm and collected in Customer Service Over the past few months we have had many conversations with our customers and clients about how they can continue to give their customers (internal and external) a great customer experience. COVID-19 has changed the world completely, who would have thought that most customer service teams would now be working remotely or in an office environment that is unrecognisable from this time last year. As a professional customer service person it's part of our role to deal with that stress with humility, style and above all cut through the stress and get to the real issue then help the person to resolve their issue(s). We will be posting short video tips each week. Enjoy, remember to centre and breathe.
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