You're facing shifting industry trends. How can you leverage emotional intelligence as an Account Manager?

As an Account Manager, I rely on emotional intelligence, which includes self-awareness, self-regulation, motivation, empathy, and social skills. Being self-aware helps me recognize my emotional triggers, so I can stay focused and professional. Self-regulation allows me to manage my reactions in stressful situations. My motivation drives me to adapt to changes, while empathy helps me connect with my clients' feelings. During times of change, I know my clients may feel uncertain, so I make it a point to listen actively and reassure them through my actions. When clients feel understood and supported, it builds trust, which is essential for maintaining strong relationships, especially in a shifting industry.

EQ IS the main skill of a great Account Manager. Your role is to be the human interface between your customer and your organisation, using compassionate empathy as your main lever to understand & solve your customers problems. EQ Basics that must be understood: 3 Different types of Empathy: Emotional, Cognitive & Compassionate Interoception: the internal sensing of one's emotional state. Exteroception: the external sensing of anothers' emotional state.

Emotional intelligence is the ability to recognise, understand and manage our own emotions, as well as the emotions of others. for an account manager, EQ is crucial in building strong relationships, making informed decisions, and leading with empathy. By mastering the basics of EQ-self-awareness, self-regulation, motivation, empathy, and social skills. you can create a solid foundation for success.

The best Account Managers are 'compassionate empathisers': those that feel compelled to alleviate the distress of others. In Account Management terms that means being proactive in ensuring the needs of customers are met, and potentially anticipating their needs. People buy from People and good business is done by good people. So if you're an Account Manager with a sales target, empathising with your customer and being a good person to do business with makes your target much easier to attain.

It has been said that when a client feels heard, it is almost the equivalent of feeling loved. I care deeply about my clients' goals, and I communicate my willingness to absorb their goals to make them my own. I have witnessed many companies experience a reorganization or downsizing, and I am always empathetic to the ones affected by a business decision. I am in the human-to-human business, and demonstrating my empathy to their situation allows them to feel seen and heard in the midst of difficult times. Offer hope and your network to continue to build connections for you and your client.

Empathy is at the heart of emotional intelligence and is essential for understanding your client's needs, concerns, and aspirations. in an industry where trends shift rapidly, clients often face uncertainty. Demonstrating genuine empathy can help you connect with clients on a deeper level, allowing you to anticipate their needs and provide tailored solutions. By truly listening and showing that you care about their success, you build trust and long-lasting partnerships.

Adaptability is your ability to adjust to new conditions and challenges - a critical skill in industries experiencing constant change. An account manager with a high adaptability quotient (AQ) can pivot strategies quickly, embrace new trends, and remain calm under pressure. By combining AQ with EQ, you can respond to industry shifts proactively, ensuring that your clients receive the most relevant and up-to-date solutions.

A network of professionals that you can call upon to bring expert advice in a particular area is referred to as an ecosystem or partners. Your ability to adapt to industry trends by evaluating partner capabilities and demonstrating challenges they solve will help you better understand what your clients are facing. You can also position yourself as a trusted advisor by doing research on potential mishaps if they choose not to act. You may hit a roadblock with particular entities in an unfamiliar department. Cross-training yourself in multiple facets of the client's business will allow you to showcase your emotional intelligence and commitment to better understanding the client.

Clear and effective communication is the backbone of any successful account management strategy. As industry trends shift, clients may have concerns or misunderstanding about how these changes will impact them. Leveraging your EQ enables you to communicate complex ideas in a way that is both understandable and reassuring. By practicing active listening and being mindful of non-verbal cues, you can ensure that your messages are received as intended, reducing the risk of miscommunication.

It is important to consistently be present for your clients. Through showing up: in-person, answering or returning their phone calls, and responding to their emails, you demonstrate that you are their advocate. Your client can see your emotion and tone with the word choice and messaging you communicate whether positive or negative. Backing up your words with actions also increases trust in the way they communicate as well as the information they convey. Information is a two-way street, and if you are not being truthful with yours, they will neglect to offer critical information to help you succeed.

Conflict is inevitable in any business relationship, especially when navigating uncharted territory. However, with a high EQ, you can turn conflicts into opportunities for growth. By approaching disagreements with empathy and a solution-focused mindset, you can resolve issues in a way that strengthens relationships rather than damaging them. This ability to manage and resolve conflict effectively is particularly valuable when dealing with the uncertainties brought about by shifting industry trends.

Essential resources for learning EQ: Emotional Intelligence by Daniel Goleman - groundbreaking work on EQ in the 90s Atlas of the Heart by Brene Brown - a journey through 87 emotions The Tech Sales Mentorship by me - over 30 free lessons on Tech Sales & Account Management by a 2 x Top 1% Account Executive. Click the 'Visit my Website' link in my bio ;)