Managing the Matrix: The Secret to Surviving and Thriving in Your Organization

14

How Managers Can Help Improve EI

Debra spent the next few days observing the managers she worked with and thinking about what they could do to help their colleagues improve their emotional intelligence. She noticed that managers were in a great position to do this. Unlike coaches or mentors, they usually saw the behaviours, or lack of them, in real time. They could assess and react immediately, with specific feedback and supportive coaching. Of course, this feedback only worked if the manager was trusted but, if they weren't, it's unlikely that they would have high enough EI to make the necessary observations in the first place!

Though we hate to admit it, she realized, our bosses can change the emotional tone of our day with a couple of words, either encouraging or critical. Thus, it is extremely important for those in charge to watch how they reinforce their employees' behaviour and maintain consistency. Inconsistent bosses can turn a great employee who is excited to come to work every day into a disgruntled, nonplussed employee who allows himself, or herself, to become complacent and disinterested.

If a boss changes his tune on a daily basis, an employee will become confused. If an employee receives a “Great job!” one day and then a nitpicking criticism the next on a similar performance, the employee won't have a clear idea of how to succeed. Of course the boss may not have any idea that he did any damage. He may have spilled coffee on himself on the way to work, someone ...