Emotional intelligence is the internal comms skill that matters most
Internal communication is the string that keeps teams connected, informed, and if all’s well - motivated too. But crafting effective internal communication isn’t just about delivering messages - it’s about creating genuine connections and understanding. This is where emotional intelligence (EQ) plays a pivotal role.
In fact, research conducted by Korn Ferry shows a clear connection between emotional intelligence and leadership effectiveness. Essentially, it highlights how emotional intelligence fosters more productive, healthier work environments, where employees are also more engaged.
At its core, emotional intelligence is the ability to understand, use, and manage emotions - both our own and those of others. In internal communications, this means creating messages that are not only clear but also considerate of the varied feelings, stressors, and motivations of each audience. EQ allows communicators to think beyond what’s being said and focus on the how, how it’s said and how it will be received. And it’s something that’s so essential in today’s tech and data driven workplace. Why?
1.) Empathy is in my opinion one of the fundamental pillars of emotional intelligence, and it’s especially valuable in good communications. By empathising with employees, communicators can craft messages that resonate more deeply.
2.) Misinformation, misinterpretation, and miscommunication are common barriers in organisations. When internal communicators leverage EQ, they are better positioned to anticipate possible misunderstandings and address them proactively. Over time, thoughtful, clear communication builds trust, and we all know how important trust is!
3.) A message that’s neutral to one person may feel exclusionary to another. EQ in internal communications means crafting content that feels inclusive to all, considering diverse backgrounds, roles, and perspectives.
4.) Change is inevitable but can be a real challenge, especially in workplaces where stability is highly valued. EQ equips internal communicators with the ability to deliver difficult messages - such as restructuring, policy changes, or new initiatives - with compassion. Communicators who are emotionally intelligent acknowledge the potential anxiety these changes may bring, making it clear that they understand and are there to support during times of transition.
5) Emotional intelligence is key in creating a two-way, communicative environment where employees feel safe to share feedback and express concerns. Encouraging an open dialogue helps employees feel valued and reinforces the idea that everyone’s voice matters.
Thinking more broadly, how can we include the above into our comms strategies?
A few thoughts from me:
Understand your audience: Use surveys, feedback forms, and informal check-ins - in real-time where possible - to get a sense of employees’ current feelings and needs. Adapt your tone and timing based on these insights.
Craft compassionate messaging: Think about the impact your words might have on employees’ day-to-day experiences. Choose language that is inclusive and uplifting. If you’re unsure, test things out with some friendly critics to get a sense of how messages might land.
Be transparent and honest: Trust is built on transparency. Even when delivering challenging news, approach it with honesty and empathy. Explain the “why” behind decisions to help employees feel informed rather than blindsided. So simple, yet so many companies still don’t manage this.
Encourage feedback and engagement: Create opportunities for employees to share their thoughts and feelings. Whether it’s through regular Q&A sessions or anonymous feedback, show that you’re listening and responding to their insights.
By focusing on and embracing emotional intelligence in internal communications, organisations can become more resilient, more connected, and cultivate a positive workplace culture. And we know that when employees feel seen, heard, and understood, they’re more engaged, productive, and committed to their work.
I’d argue that EQ is just as essential as IQ, especially in roles centred around collaboration, communication, and leadership. While IQ is often developed through more structured learning, EQ is a skill that grows with experience. IQ helps us solve complex problems, analyse data, and master technical skills, but EQ enables us to work well with others, appreciate diverse perspectives, and navigate social dynamics. In essence, IQ may open doors, but EQ shapes how successful and fulfilled we’ll be once we step through them.
When I look around a room full of internal comms pros - whether it be at a conference or while hosting a client workshop - I feel confident that I am surrounded by a high level of EQ, and that’s a wonderful thing. As communicators, we should remember that every message is an opportunity to strengthen our teams and invite a genuine sense of belonging, building a foundation that ultimately drives our organisation’s success.
Do you need a hand with your messaging? We’d be delighted to help - give us a call or sign up for a free power hour with us here.
