Emotionally intelligent leadership is not a soft skill — it is a critical business capability that drives customer loyalty, staff engagement, innovation, and strategic performance. This article explores how leaders who understand and manage emotions — both their own and their teams’ — create cultures where people care, collaborate, and continually improve. Drawing on research from Yale professor Marc Brackett, Herzberg’s Motivation–Hygiene Theory, and Steve Peters’ Chimp Paradox, we show what happens when EQ is ignored: conflict, disengagement, poor customer experience, and damaging turnover. Robust Leaders helps organisations cultivate emotional intelligence as a core leadership system for sustainable business success.
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