Emotional intelligence (EI) is more than just a buzzword in leadership and corporate strategy, it is a fundamental skill that shapes workplace dynamics, decision-making, and overall business success. In this exclusive interview, we sit down with Mr. Chima Mbachu, a seasoned marketing expert, an expert in leadership and emotional intelligence, to unpack how self-awareness, empathy, and interpersonal skills contribute to achieving organizational goals.
Through this discussion, we explore the critical role emotional intelligence plays in leadership, strategy execution, and promoting a thriving workplace culture.
Question: In simple terms, what is emotional intelligence?
Chima: Emotional intelligence is essentially about self-awareness—understanding your emotions and recognizing how they influence your thoughts, decisions, and interactions with others. It also involves social awareness, which means being attuned to the emotions of those around you and knowing how to respond effectively.
At its core, emotional intelligence helps individuals navigate relationships, manage stress, and make thoughtful decisions that positively impact both personal and professional environments.
Question: How does emotional intelligence contribute to an organization’s success?
Chima: Emotional intelligence plays a crucial role in shaping an organization’s strategy and achieving its goals. Leadership is about influence, and influence is deeply connected to emotions. When leaders understand how their teams feel about certain challenges or changes, they can predict responses, address concerns, and inspire action effectively.
For example, in times of crisis or transformation, a leader with high emotional intelligence will recognize the fears and uncertainties within their team. By responding with empathy, clear communication, and motivation, you create an environment where employees feel valued and engaged. This, in turn, leads to increased productivity, collaboration, and innovation.
Question: Can you share an example where applying emotional intelligence influenced a client’s decision?
Chima: Certainly. We had a prospective client who was eager to attend a course in Lagos. He needed the itinerary well in advance because he was a meticulous planner. However, due to internal situations, we couldn’t provide it on time, which left him frustrated.
Sensing his agitation, I immediately informed our training team about the matter to expedite the process. At the same time, I maintained regular communication with the client, reassuring him that we were working on it. This proactive approach prevented him from withdrawing from the program despite his initial frustration. In the end, he appreciated the way we handled the situation, reinforcing trust and ensuring he remained engaged with our services.
Question: How does emotional intelligence contribute to driving sales performance and building strong customer relationships?
Chima: Understanding emotions, both yours and the customer’s is key to effective sales and relationship management. Emotional intelligence helps you anticipate customer needs, communicate more persuasively, and build trust. People don’t just buy products; they buy experiences and connections. If you can tap into their emotions and provide value in a way that resonates with them, you increase loyalty, referrals, and repeat business—all of which drive sales growth.
Question: What key indicators or metrics do you use to measure the impact of emotional intelligence on strategy execution and sales outcomes?
Chima: The main indicators include customer feedback, reviews, and referrals. Positive feedback and repeat business indicate strong relationship management, which is at the core of emotional intelligence. If customers return or recommend your services, it’s a sign that their experience was emotionally satisfying and aligned with their expectations.
Questions: How do you mentor or train your team to develop emotional intelligence for enhanced professional performance?
Chima: The best way to teach emotional intelligence is through example. Leaders set the tone by demonstrating self-awareness, empathy, and effective communication. When team members see how conflicts are resolved and decisions are made with emotional intelligence, they learn to adopt the same approach. Encouraging open discussions, providing feedback, and sharing real-life experiences also help cultivate emotional intelligence within the team.
Question: Have you ever had to step in when a team member failed to demonstrate emotional intelligence in dealing with a client or lead?
Chima: Yes, several times. We once had an IT staff member who struggled with communication. Unlike his predecessor, who was proactive and solution-oriented, he was reluctant to take feedback and adjust his approach. This created inefficiencies and frustrated both colleagues and clients.
To address the issue, I informed the senior management and arranged for the previous IT expert to provide guidance.
Question: In high-pressure environments, how can a leader leverage emotional intelligence to maintain focus and team morale?
Chima: Patience is key. A leader must remain calm and composed, especially when the team is under stress. Sharing personal experiences and demonstrating resilience can reassure the team that challenges are temporary. Effective leaders use storytelling and transparency to foster trust and confidence, helping the team stay focused and motivated.
Question: As businesses evolve with digital transformation, how do you see the role of emotional intelligence in strategy execution and sales?
Chima: Digital transformation has reduced face-to-face interactions, making emotional intelligence in written communication more needed than ever. Sales and marketing professionals must craft messages that evoke the right emotions, whether in social media, emails, or customer interactions. The ability to connect emotionally through digital channels will become a defining factor in business success.
Question: On that note, let’s talk about pricing. Suppose you run an ad stating a product costs ₦2 million, but a potential customer enters your inbox and starts negotiating aggressively. How do you maintain professionalism while being assertive?
Chima: First, it’s important to understand that negotiation is natural—even wealthy clients negotiate. People often react emotionally before rationalizing their decisions. Some don’t immediately register the price, while others are simply testing the waters.
Rather than getting frustrated, the key is to respond with confidence and professionalism. A good approach is to reaffirm the value of the product:
“Our pricing reflects the premium quality and results we deliver. We understand that every investment requires consideration, and we’re happy to clarify any details that help you make an informed decision.”
This keeps the conversation respectful while reinforcing the non-negotiable nature of the pricing. Emotional intelligence here means recognizing the customer’s emotional response and addressing it without letting frustration seep into your tone.
Question: In sales and customer interactions, would you say emotional intelligence is more important than rational thinking?
Chima: Not necessarily. Emotional intelligence and rational thinking must work together. People often make purchasing decisions based on emotions and then justify them with logic. An emotionally intelligent salesperson understands when to appeal to emotions and when to provide rational data to reinforce the decision. It’s about striking the right balance.
Question: What are the key components of emotional intelligence that every leader should develop?
Chima: There are five essential components of emotional intelligence that leaders should focus on:
- Self-Awareness: Understanding your own emotions, triggers, and reactions. A self-aware leader can regulate their emotions and make balanced decisions.
- Self-Regulation: Managing emotions effectively, especially in high-pressure situations. This prevents impulsive decisions and ensures a culture of stability.
- Motivation: Being driven by inner goals rather than external rewards. Leaders with strong motivation inspire their teams with their vision and persistence.
- Empathy: Understanding and relating to the emotions of others. This builds trust and strengthens workplace relationships.
- Social Skills: Effective communication, conflict resolution, and relationship management. These skills help in navigating diverse teams and fostering a positive work culture.
- When leaders develop these competencies, they create an emotionally intelligent organization that thrives on collaboration and shared success.
Question: How can organizations integrate emotional intelligence into their corporate culture?
Chima: Organizations that prioritize emotional intelligence create a healthier, more productive workplace. Here’s how they can integrate EI into their culture:
Leadership Training: Companies should invest in EI training programs for leaders and managers, helping them develop self-awareness and interpersonal skills.
Emotional Intelligence Assessments: Tools like 360-degree feedback and emotional intelligence tests can help employees understand their strengths and areas for growth.
Open Communication Channels: Encouraging transparent communication where employees feel safe to express their thoughts and concerns fosters a culture of trust.
Recognition and Feedback: Acknowledging employees’ efforts and providing constructive feedback enhances morale and motivation.
Mental Well-being Support: Providing resources for mental health and stress management ensures employees feel supported in their personal and professional challenges.
When organizations embed emotional intelligence into their systems, they see improved teamwork, leadership effectiveness, and overall business performance.
Question: What is your final advice for leaders who want to enhance their emotional intelligence?
Chima: The first step is self-reflection—leaders should take time to understand their emotional patterns, strengths, and weaknesses. Practicing mindfulness, seeking feedback, and continuously learning from experiences can significantly enhance emotional intelligence.
Additionally, leaders should focus on developing genuine connections with their teams. Empathy, active listening, and open communication create an environment where people feel valued, motivated, and aligned with the organization’s vision.
Finally, never underestimate the power of emotional intelligence in leadership. It is not just about managing people—it is about inspiring and empowering them to achieve greatness.
