VIDEO: The Role of Emotional Intelligence in Management
with Jim Rembach

christian montes

Christian Montes
Executive Director of Sales at NobelBIz

Jim Rembach, host of the Fast Leader Podcast and longimte business leader is also a certified expert in emotional intelligence. Listen in on his take about the role of emotional intelligence in management.

christian montes

Jim Rembach
President of CX Global Media

Let’s chat about how YOUR contact center can be successful!

Management is not just about being able to do the job that your team can do. It’s about knowing how to handle complicated situations that often have to do with emotional intelligence.

So the role of emotional intelligence in management is complex but vital. And as Jim Rembach, recent guest on episode 6 of our First Contact: Stories of the Call Center podcast, say – it’s absolutely essential for success.

Listen in on the discussion he had with Christian Montes, or read the transcript of this bit on emotional intelligence below.

This article is part of our podcast series. Listen to it here:

Check out more bits from this episode here.

See more episodes on our podcast page.

Christian Montes:

When we talk about you, Jim, and you look at what’s going on now with the human side of things. We’ve talked a little bit in the beginning about emotional intelligence. And I know that’s important to you – but for those who don’t know what it is, can you give a brief description?

What is emotional intelligence? And how has that improved what you do today and every day going forward?

Emotional Intelligence Overview

Jim Rembach:

So, for me, I was certified by a company called MHS out of Canada that has the largest body of research on emotional intelligence in the world. And for me, that empirical evidence, that scientific-based evidence is important. So that’s why I chose to go down there – you know – and be certified through their system.

They talk about specific behaviors and attributes. But essentially emotional intelligence – and you’ll see a lot of different definitions and variations of it out there – it’s really how you see your self and how your self is seen and how you impact other people. From an emotional perspective.

What do I perceive about this person? How do they make me feel? All of those things that we know are the differentiating factors that are quite tangible. So people will call them soft skills, they actually are very hard and measurable.

Emotional Intelligence Is Measurable

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?

Correctly Prioritizing Tasks – Best Sign of Emotional Intelligence

Some things are more important to driving that metric that I want to move. Some things are less. So if I have one thing for example that I need to focus in on to drive that target metric – what is it?

Because this whole multi-tasking myth is just a bunch of BS. No, you can’t do five things at one time. You can’t focus on five metrics at one time.

You got one shot.

What’s your best?

The Brightest Minds in the World Always Have High Emotional Intelligence

The Nobel laureates – the people who’ve won the Nobel prize – it’s been proven that they weren’t the smartest in their field.  Well you’ll say that’s crazy – how’s that possible? It’s because those people were higher in emotional intelligence.

They knew how to collect and collaborate, be humble, take risks, and make mistakes. All of those things that we know when we think about people that are most admired by us personally that we know. They’re going to be higher in emotional intelligence. It’s not the ones that are socially and emotionally dysfunctional. That’s not the way that it works.

Summing Up

So I think there’s really an opportunity for us to improve our emotional intelligence skills and MHS proves that. Up until we get into our 80s we can continue to improve our emotional intelligence.

Want to learn more from Jim’s experience as a dedicated leader of the contact center world ? Listen to the entire episode five of First Contact here!

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