Empathy and Emotional Intelligence: What They Are and How to Develop Them

Empathy and emotional intelligence are skills that, within the context of the New Ways of Working, are essential for managing complex situations and navigating an ever-changing workplace.

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But what exactly do we mean when we talk about empathy and emotional intelligence, and why are both of these qualities important—especially today?

Empathy is the ability to understand what others are feeling, while emotional intelligence—a concept first proposed by Daniel Goleman in 1995—is the ability to recognize, understand, and effectively manage one’s own emotions and those of others.

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Empathy and emotional intelligence can serve not only as tools for managing interpersonal relationships but also as strategies for internal communication or ways to improve relationships with customers.

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In fact, according to an IPSOS survey, 84% of CEOs and 70% of employees believe that empathy leads to better business results —both in terms of the company-customer relationship andthe employee experience —and, more generally, the corporate culture, especially when basedon active listening.

Empathy and Emotional Intelligence: Soft Skills That Are Increasingly in Demand

Empathy and emotional intelligence have become soft skills that are increasingly sought after by the most innovative and successful companies, which have made this leadership style their hallmark.

This is because, when cultivated, both enable the development of concrete strategies and tangible results, permeating all cultural and organizational aspects.

Goleman himself emphasizes the importance of empathy and emotional intelligence (EI) in the business world in an article he wrote for the Harvard Business Review:

“In difficult times, the softer aspects often get lost. Emotional Intelligence (EI), however, isn’t really that soft. If emotional unawareness were to hinder your ability to achieve goals, fend off threats, or show compassion during a crisis, all the hard work in the world toward achieving results wouldn’t be enough to protect your career. EI is not a luxury you can savor over time; it is a fundamental tool that—when applied with finesse—is the key to professional success.”

Therefore, especially for a leader, improving empathy, emotional intelligence, and active listening can lead to an overall improvement in the company’s mindset and culture, can inspire and motivate employees, strengthen their sense of belonging, and ultimately be a key factor in driving real business results.

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Empathy and Emotional Intelligence: How to Develop These Qualities in the Workplace

Fortunately, emotional intelligence, in particular, is a skill we can easily learn and develop. It involves working on managing our own emotions and understanding the emotions of others.

How can this be done? First of all, we need to look at people's behaviors and habits.

In particular, there are a few tips you can put into practice every day to develop emotional intelligence, starting with your own behavior, such as:

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• Asking ourselves how we feel;
• Try to connect emotions and thoughts;
• Listen to others and ask for their opinion;
• Assess our well-being.

In conclusion, it is really a matter of creating business strategies that have a significant impact on the development of empathy and emotional intelligence. Ethical leadership is now a key issue for many organizations; being a leader today means supporting people through change in a process where people drive business performance—and these people are, first and foremost, individuals who experience emotions. Failing to take these elements into account means failing to be attentive to change.