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What do you do if your IT Operations team lacks emotional intelligence?

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Emotional intelligence (EI) is the ability to understand and manage your own and others' emotions, especially in stressful and complex situations. EI is crucial for IT Operations teams, who often deal with high-pressure, fast-changing, and diverse environments. However, not all IT Operations professionals have high EI, and this can lead to poor communication, collaboration, and performance. If you are a leader or a member of an IT Operations team that lacks EI, here are some steps you can take to improve it.

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J. Franklin

Director of Information Technology at Quantinuum
Muhammed Luqman Bolaji

Tech Innovator | Driving Tech Growth in Nigeria and Africa | Full Stack Developer

1 Assess your team's EI

The first step is to assess your team's current level of EI, both individually and collectively. You can use online tools, surveys, or feedback sessions to measure how well your team members can identify, express, regulate, and empathize with emotions. You can also observe how your team handles challenges, conflicts, and changes. Look for signs of low EI, such as defensiveness, blame, avoidance, aggression, or withdrawal.

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Muhammed Luqman Bolaji

Tech Innovator | Driving Tech Growth in Nigeria and Africa | Full Stack Developer
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Just initiated an Emotional Intelligence assessment for the team. This will also enhance collaboration and help navigate challenges more effectively!

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VIPIN U N

IT Manager (IT Operations, ITAM, IT Project Management, End-User Computing (EUC), Endpoint Management, Mobile Device Management,Windows, MacOS, iOS, Jamf, intune, O365) Falabella | NT | Infosys | Steelcase | MBRDI | Tyco
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Addressing a lack of emotional intelligence in the IT Operations team involves fostering continuous self-improvement. This includes training sessions on self-awareness, empathy, and communication. Leaders should lead with empathy and active listening. Assessing Emotional Intelligence levels and conducting frequent one on one meetings can help. Encouraging open communication for expressing emotions is crucial. Providing regular feedback and coaching for emotional intelligence growth is essential. Promoting collaboration, celebrating diversity, and supporting work-life balance contribute to a healthier team dynamic. Cultivating a culture of continuous improvement enhances emotional intelligence and team effectiveness.

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2 Provide training and coaching

The second step is to provide your team with training and coaching on EI skills. You can enroll your team in online or in-person courses, workshops, or webinars that cover topics such as self-awareness, self-management, social awareness, and relationship management. You can also hire an external or internal coach who can work with your team members individually or in groups to help them develop and practice their EI skills.

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Muhammed Luqman Bolaji

Tech Innovator | Driving Tech Growth in Nigeria and Africa | Full Stack Developer
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Initiating Emotional Intelligence (EI) training and coaching to enhance self-awareness, self-management, social awareness, and relationship skills. Make sure to explore mix of online courses, workshops, and webinars to improve a more emotionally intelligent and cohesive team.

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3 Model and reinforce EI behaviors

The third step is to model and reinforce EI behaviors in your team. As a leader or a peer, you can set an example by showing how you deal with your own and others' emotions in a constructive and respectful way. You can also give positive and constructive feedback to your team members when they demonstrate or improve their EI skills. You can also create a culture of EI in your team by encouraging openness, trust, empathy, and support.

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Muhammed Luqman Bolaji

Tech Innovator | Driving Tech Growth in Nigeria and Africa | Full Stack Developer
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As a leader , you need to lead by example. Providing positive feedback and cultivating a culture of openness, trust, empathy, and support will bring positive impact on the team collective dynamics.

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4 Use EI tools and techniques

The fourth step is to use EI tools and techniques in your team's daily work. You can use tools such as emotional thermometers, mood boards, or check-ins to help your team members monitor and share their emotions. You can also use techniques such as active listening, reframing, or de-escalation to help your team members communicate and resolve issues effectively. You can also use EI techniques such as mindfulness, breathing, or relaxation to help your team members cope with stress and emotions.

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5 Evaluate and celebrate progress

The fifth step is to evaluate and celebrate your team's progress on EI. You can use the same tools, surveys, or feedback sessions that you used in the first step to measure how much your team's EI has improved over time. You can also track and celebrate your team's achievements, such as improved customer satisfaction, reduced errors, or increased productivity. You can also recognize and reward your team members who have shown the most growth or impact on EI.

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6 Keep learning and improving

The sixth and final step is to keep learning and improving your team's EI. EI is not a fixed trait that you either have or don't have. It is a skill that you can develop and enhance throughout your career. You can keep updating your team's EI knowledge and skills by reading books, articles, podcasts, or blogs on EI. You can also keep seeking feedback, coaching, and mentoring on EI. You can also keep challenging your team to face new and complex situations that require EI.

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Jordan MacCauley

Data Center Engineering Operations Facility Manager at Amazon Web Services (AWS)
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Emotional Intelligence (EI) in IT Operations can be enhanced by embracing a mindset of continuous self-improvement. Acknowledge EI as a skill that stands apart from technical ability, requiring introspection and openness to change. Cultivating EI doesn't mean compromising on your core values, but rather, refining soft skills to complement hard skills effectively. Diversify learning sources to avoid echo chambers and embrace new perspectives. Encourage a feedback culture among your team that's open and transparent, fostering regular, constructive exchanges. Finally - when it comes to feedback, put yourself in the driver's seat, rather than waiting for it to come to you.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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J. Franklin

Director of Information Technology at Quantinuum
(已编辑)
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One fundamental aspect of building emotional intelligence across an organization is starting with social styles and learning to understand how others communicate and function. Building empathy, focusing on inclusive communication, fostering collaboration, offering space for others to share or lead, mentoring a groups reaction and embrace for other voices, demonstrating emotional intelligence yourself, all help to develop emotional intelligence in those around you. Building human capacity is contagious.

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What do you do if your IT Operations team lacks emotional intelligence?

1

2

3

4

5

6

7

1 Assess your team's EI

2 Provide training and coaching

3 Model and reinforce EI behaviors

4 Use EI tools and techniques

5 Evaluate and celebrate progress

6 Keep learning and improving

7 Here’s what else to consider

IT Operations

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What do you do if your IT Operations team lacks emotional intelligence?

1

2

3

4

5

6

7

1 Assess your team's EI

2 Provide training and coaching

3 Model and reinforce EI behaviors

4 Use EI tools and techniques

5 Evaluate and celebrate progress

6 Keep learning and improving

7 Here’s what else to consider

IT Operations

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