Why emotional intelligence is the key to business success

Amy Jacobson is a human behaviour and emotional intelligence specialist, bestselling author, and keynote speaker. She has made it her mission to help leaders and organisations embed emotional intelligence into their workplace culture—something she believes is often overlooked, yet crucial for business success.

In this conversation, Cec and Amy explore what emotional intelligence really is, why it’s a gamechanger for business owners, and practical ways to develop these skills—whether you’re managing a team, navigating tricky conversations, or fostering a positive workplace culture, even in remote settings. Drawing on years of hands-on corporate experience and her new book, “The Emotional Intelligence Advantage,” Amy shares actionable advice for building empathy, self-awareness, and resilience in both personal and professional life.

Key topics

1. Emotional Intelligence as a Learnable Skill

• It’s not an innate trait, but a set of skills that can be developed and improved throughout life.

• Practice, repetition, and self-awareness are essential to growing emotional intelligence.

• Ownership and responsibility for one’s actions and emotions is central to EQ.

2. The Crucial Role of Empathy

• Empathy is different from sympathy: it requires understanding another’s emotions without judgment.

• Empathy can be taught and is essential for healthy workplace culture and leadership.

• Practicing empathy helps navigate difficult conversations and build trust.

3. Navigating Difficult Conversations

• Address tough issues promptly—don’t avoid or delay.

• Focus on emotions rather than just facts or situations.

• Use techniques like the “Ask-Ask-Tell” method to encourage self-ownership while maintaining boundaries.

• Emotional regulation (such as staying calm and listening) is key during heated discussions.

4. Building a Positive Team and Workplace Culture

• Emotional intelligence underpins workplace culture, especially with remote and flexible teams.

• Relationships and understanding what makes people “tick” drive effective collaboration.

• Lack of emotional intelligence can breed toxicity, poor performance, and disengagement.

Timestamped overview

00:00 Emotional Intelligence in the Workplace

04:46 Emotional Intelligence: Ownership & Impact

09:23 Teaching Empathy in Toxic Workplaces

12:28 Overcoming Fear in Tough Talks

16:34 “Handling Anger with Empathy”

18:45 “Empathetic Communication Technique”

21:42 Building Emotional Connections

26:17 Perspective on Leadership Differences

29:12 “Breathe: Cultivating Emotional Intelligence”

32:16 Celebrate the Book’s Impact

Listen now:

Presenter: Cec Busby
Sound: Matt Jackson