Leading with emotional intelligence
Our client’s needs:
Investment in the development of soft skills, such as emotional intelligence, can be hard to justify. Particularly in customer service settings, which tend to focus on improving hard performance metrics, like speed and success of resolution. Yet the benefits of developing these important people skills can be just as substantial. If you’ve ever needed to make an investment case by proving the link between boosting soft skills and improving hard performance metrics, this case study is for you.
L&G had been focussed on creating a coaching culture for several years. In 2018, the results of the L&G annual coaching survey were positive. For example, scores for team members saying ‘my manager promotes a healthy coaching culture’ were at 88%.
However, within L&G’s Insurance Customer Service Division, there was a determination to make things even better.
The aims were to:
- Improve scores relating to the coaching culture even further.
- Improve scores in the wider employee engagement survey.
- Impact positively on more conventional contact centre measures (such as C-SAT).
The L&G Learning team began to search for methodologies that could help achieve these goals. While attending an event run by The Oxford Group, the ‘5 Conversations’ emotional intelligence-based approach to leadership resonated with the strategic needs of the business.