You’ll say: well how is that possible? Well guess what – if I’m one of those supervisors that’s churning and burning people – I got an emotional intelligence problem. That’s a hard metric. And I’ve seen it happen over and again.
When we look at the performance of teams just in the work that they’re doing. So now do I find a combination of high performance and high engagement – those people are going to be stronger in emotional intelligence. These are hard metrics.
I worked for a research firm that measured the customer experience for 15 years. And one of the things that I always used to say is that metrics have no heart. You have to give them heart and meaning. The thing is if you are saying something is a soft skill, or you’re saying it can’t be measured – it’s only because you don’t know how. That’s the problem.
Everything can be measured. Everything has some type of relationship, either inverse or otherwise. You have independent and dependent variables. I’m trying to drive performance in something – well what are the things that are actually impacting that and their level of importance?