The emotional edge: why feelings belong in the workplace
Emotions are a cognitive superpower
We’ve been trained to think of emotions as messy, unpredictable forces best kept out of the office. But science shows they’re anything but. Neuroscientist Antonio Damasio’s research revealed that without emotions, people struggle to make decisions—showing that our feelings are not a flaw but a fundamental part of how we think and operate. When we suppress emotions in the workplace, we’re essentially sidelining one of our brain’s most powerful tools. So, rather than shutting emotions out, what if we embraced them as a superpower?
The data-backed case for emotions at work
It might sound counterintuitive, but the numbers back it up. Google’s Project Aristotle found that the best-performing teams weren’t the ones with the most experience or technical expertise—they were the ones with the highest levels of psychological safety. In environments where people felt free to express vulnerability and share emotions, innovation flourished, and productivity soared.
The takeaway? Emotional safety and intelligence drive performance in ways traditional management approaches often miss.
Real-world examples: emotion as a competitive advantage
Let’s look at the hospitality industry.
In both cases, these companies have turned emotion into a competitive advantage, fostering loyalty and creating memorable experiences that go beyond the transactional.
How to foster emotions in the workplace
1. Lead by example
Leaders set the tone.
If a manager never shows emotion—never admits frustration, excitement, or concern—they signal that emotions are off-limits.
By contrast, emotionally authentic leaders like Microsoft’s Satya Nadella, who transformed the company’s culture by encouraging vulnerability and learning, show that emotions aren’t a weakness—they’re a strength. Nadella’s leadership has turned Microsoft into a more empathetic and innovative company, tripling its market value in the process.
2. Create psychological safety
Psychological safety—the confidence that you won’t be punished or humiliated for sharing your ideas, concerns, or emotions—is essential.
Google’s research showed that the most effective teams are those where people feel safe to express their true selves. This can be fostered by encouraging open communication, valuing emotional insights, and creating anonymous feedback systems for those who might be hesitant to speak up.
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3. Encourage empathy
Empathy should be a cornerstone of workplace culture. Performance reviews should include discussions about how employees handle emotional situations with colleagues and clients.
Salesforce, under Marc Benioff’s leadership, has embedded empathy into its business practices, advocating for equality and social responsibility. The company has seen its valuation skyrocket, in part because its employees are emotionally engaged and connected to its mission.
4. Train for emotional intelligence
Emotional intelligence (EQ) is not an innate trait but a skill that can be developed. Companies like LinkedIn and IBM have invested in emotional intelligence training for their employees.
Simple practices like role-playing, active listening workshops, and mindfulness training can help employees better understand and manage emotions, leading to more effective collaboration and innovation.
5. Celebrate emotional wins
We’re quick to celebrate financial or operational victories, but emotional wins often go unnoticed. These might be moments when a team member helps a colleague through a stressful time or manages a difficult client interaction with grace. Recognising and rewarding emotional intelligence encourages more of the same and strengthens the emotional fabric of your organisation.
6. Provide emotional resources
Employee Assistance Programmes (EAPs) are often seen as crisis tools, but they can play a much broader role in emotional well-being. Companies like Johnson & Johnson have introduced mindfulness and resilience training, recognising that emotional health is crucial to high performance. These programmes lead to improved employee retention and engagement, showing that investing in emotional well-being is not just a moral choice but a smart business strategy.
Why emotions are a competitive advantage
In a world where businesses are increasingly commoditised, emotion might just be the most valuable differentiator.
Think about it: you can have all the processes in place, the best technology, and the most qualified team, but if your organisation lacks emotional engagement, you’ll never reach your full potential.
Customers are emotional beings, and so are employees. The companies that understand and harness this will foster deeper loyalty, encourage creative risk-taking, and build resilience in ways that their more “logical” competitors won’t.
Conclusion: harness the power of emotion
The workplace of the future won’t be defined solely by data and efficiency. It will be defined by how well we integrate emotions into the fabric of our organisations. From improving team collaboration to fostering innovation and building customer loyalty, emotions are not a hindrance—they are the key to unlocking human potential. By recognising and nurturing emotions, we create workplaces where people don’t just perform—they thrive.
After all, no one remembers the perfect spreadsheet, but they’ll never forget how you made them feel.