The case for emotional competence
This is one in a series where I make an attempt to link human behaviour to emotional competence of organisations.
The primary motivation for this article was that yesterday I was kicked out of a BBQ by the organiser using Facebook events and quite rightly so because I did not RSVP on time and a BBQ requires preparation and an accurate estimation of the quantity of meat — so the action was correct.
However, what is also correct is that I spent majority of the week with a torn neck muscle, unable to sleep and in anxiety so could not prioritise responding to this event. But then organiser would not know my unique circumstance because he or she never checked.
So I would argue that even if the action above was a correct one, it was not an emotionally competent one because it did not take my unique circumstance into account.
Now, if we take juxtapose that with what large organisations do, this is exactly the sort of behaviour that we have come to hate. We see organisations as emotionally incompetent when they treat us all alike like cattle without considering our unique situations.
I think, organisations and ultimately its people, which don't know how to care about their customers or friends with head and heart, will survive. I also think, emotional competence is the key differentiator for successful organisations and, hence that change starts with you. Please invest in human emotions and situations.
If you as an individual are struggling to understand the emotions of the people around you then it is very likely that the you will struggle to care about your customers whom you have never seen, never heard of and never spoken to. But each of them is different, unique and valuable.
Treat your customers and friends alike, don't take shortcuts or bulk actions, be insane about feedback.
Else all you risk being a skeleton in your own closet!
