EQ versus IQ

Emotional intelligence is also known as emotional quotient (EQ), recognizing the contrast between emotional intelligence and cognitive intelligence (IQ). Leading psychologist Daniel Goleman, author of the book Emotional Intelligence, is just one of the many experts who believe EQ is more important than the traditional predictor of success, IQ, because IQ is simply too narrow to represent the wide spectrum of human abilities.

While there may not be a definitive answer on which one is more important for success, it's certainly clear that IQ isn't the only predictor of success—EQ plays a huge role. As an example, at one insurance company, sales agents who ranked highly for EQ measures were found to sell insurance policies worth an average of $114,000—while colleagues who ranked lower for EQ measures sold policies with an average premium of $54,000.¹ That's quite a performance difference!

Notice I used the term “EQ measures” there, because EQ can be objectively measured, just as IQ can be measured. In fact, there are a number of different assessments to measure EQ, ranging from self-reporting tests to ability tests that are assessed by third parties. EQ can be measured according to the various levels or components of EQ, including:

• The ability to perceive emotions—through feelings, verbal language, and nonverbal signals such as body language
• The ability to apply emotion to cognitive tasks—such as thinking and problem-solving
• The ability to understand emotions—including the meaning behind those emotions
• The ability to manage emotions—the highest level of EQ (This involves regulating emotions so that we respond appropriately to situations and the emotions of others.)

Machines are getting better at detecting emotions

One fascinating area of EQ research is around detecting emotions. Typically, humans do this through verbal cues and nonverbal signals such as facial expressions and body language. But now, researchers are finding new ways for machines to detect emotions, for instance, by analyzing smells (machines are already learning to detect odors²), monitoring voice (AI has been used to accurately diagnose PTSD in veterans based on voice analysis³), and even using wireless signals bounced off the human body.

Let's dwell on that last one for a second, because it sounds pretty bonkers. But it's true. Scientists at Queen Mary University of London have developed a way to detect basic emotions such as anger and joy by emitting radio waves (like those emitted by Wi-Fi routers) towards participants and measuring the signals that bounced back. Incredibly, by analyzing changes in the signals bouncing back, caused by tiny body movements, the team was able to determine information about the participant's heart rate and breathing, which in turn provided basic insights into how that person was feeling.

Elsewhere, sensors and computer vision systems are being developed that analyze body posture, facial expressions, and gestures to detect human emotions.⁴

Imagine the implications of all this in the future, especially considering the plethora of smart wireless devices that are already in our homes. In theory, your smart lightbulbs and smart speaker could detect when you're feeling stressed or sad and adjust the lighting and music accordingly! Alternatively, sensors in your car could detect that you're feeling angry while driving, and take over more of the driving processes to ensure safety.

In fact, in the future, I believe machines will be better at detecting emotions than humans, in the way that machines are better at analyzing data than humans. Which begs the question, will humans even need EQ skills in future? (Spoiler: we will.)

The benefits of being emotionally intelligent

Among the many benefits, people with high levels of EQ are better equipped to:

• Form meaningful relationships—with friends, colleagues, romantic partners, family members, and so on—and sustain those relationships.
• Be more self-aware.
• Be a better listener.
• Think before they act.
• Better manage their emotions, especially in times of stress. Research shows that emotionally intelligent people are less stressed and anxious than others.⁵
• Diffuse negative emotions in others.
• Resolve conflicts.
• Have difficult conversations without hurting other people's feelings.
• Work collaboratively and perform well in interpersonal situations (for example, providing great customer service).
• Be a better leader. Because emotionally intelligent leaders are better attuned to the emotions of others, their team members feel seen and heard. On the flip side, research shows leaders who lack emotional intelligence cause higher employee turnover and lower employee engagement.⁶
• Make better decisions (see Chapter 6), because emotionally intelligent people recognize how they are feeling and how this may impact their actions.

EQ in the digital age

If machines might eventually be better at understanding emotions, will this replace the need for humans to be emotionally intelligent and empathetic? Absolutely not. While AI may be used for things like detecting and interpreting emotions in customers and employees, human-to-human interactions will still rely on EQ skills. For example, we need human EQ skills to create a positive experience for customers, or to ensure a pleasant, collaborative working environment.

I see AI as providing individuals and organizations with an EQ boost—augmenting our human-to-human interactions, or making machine-to-human interactions more engaging. A great example of using technology to improve interactions comes from Stanford University. Here researchers gave children with autism a pair of Google Glass smart glasses and a smartphone app that helped the children interpret facial expressions; after a few months of regular use, parents reported that their children made more eye contact and related better to others.⁷

Looking beyond interactions, complex decisions—which will still be made by humans, not machines (see Chapter 6)—also require EQ skills, since emotion is intrinsically linked to judgment and decision-making. (Not to mention the fact that we need empathy to help us understand the impact of decisions on others.)

At the very least, then, human EQ will remain as important as it is today. But you could argue that human EQ will become even more important in the digital age.

For one thing, EQ helps us slow down and take the time to consider things more fully, as opposed to letting our emotions dictate our behavior. This is important because we now live in a world in which we can get whatever we want—information, goods, services, even attention—within seconds, with just a few taps on a screen. What's more, we're constantly bombarded with new information and alerts that try to grab our attention. As a result, our attention spans are getting shorter and we may struggle to be alone with our thoughts. (Remember Dr. Anna Lembke's chilling warning from Chapter 4 that we're “losing our capacity to delay gratification, solve problems and deal with frustration and pain in its many forms.”) Emotional intelligence can help us combat the negative effects of life online, by enabling us to be more present with our thoughts and feelings, and take the time to solve complex problems.

There's also the issue that digital tools may be making us less empathetic. One study that measured empathy in students over the course of 30 years found that empathy began to decline sharply after the year 2000, when digital tools began to creep in.⁸ You need only venture onto Twitter or the average comments section on a tabloid newspaper website to see that many people are simply losing their ability to relate to others as human beings. If we're going to thrive in the digital age, we must retain our humanity—and EQ is a critical part of what makes us human.

Coping with digital transformation

It should be clear from the earlier chapters in this book that companies are entering a period of rapid transformation, brought about by new technologies. Implementing technology changes is one thing, but one of the hardest parts of digital transformation is managing the human aspect. Humans present some pretty big barriers to technological change—for example, by resisting change, or being cynical about new technologies. EQ helps business leaders overcome these barriers by empathizing with those in the business, listening to their concerns, communicating why change is necessary, and inspiring others to embrace new technologies.

EQ can also help combat some of the side effects of shifting to remote or hybrid work. When managers and team members are dispersed across different locations, it can make it harder to maintain social connections. (In one survey, conducted during the COVID-19 pandemic, almost half of newly remote workers reported that their sense of belonging had suffered.⁹) EQ can help to combat this by, at the very least, being more aware of the challenges others face when they work remotely, and empathizing with those challenges. Emotionally intelligent managers will also be better equipped to spot which employees are struggling and offer assistance in a supportive way.

Bottom line, in this age of rapid digital transformation and rising automation, I believe EQ will be more important than ever. Yes, machines will get better at a huge range of tasks, but one thing a machine will never be able to do better than a human is relate to another human.

For individuals

• Listen to others. To understand how others are feeling, you first have to pay attention. What are they telling you, both with their words and their body language?
• Practice empathizing. I realize this tip sounds obvious, but think about it for a second—when did you last consciously put yourself in someone else's shoes? With our busy, stressful lives, we don't always take the time to stop and think “How would I feel if I was in their situation?” So try practicing this more often when you talk to people. You might be surprised at how powerful this exercise is when it comes to grasping another person's point of view.
• Identify and analyze your own emotions. Understanding your own emotions is a key part of EQ, so try to observe how you're feeling—perhaps even apply a label to the feeling, such as anger or happiness—and consider how this might influence your behavior and decisions. Over time, as you become more accustomed to analyzing how you feel, you should find it easier to stop and think before you act, rather than letting emotions take over.
• Be mindful. A great way to tune into your emotions is to practice mindfulness (being fully present in the moment). Take a few moments to really focus on everything that's going on inside and around you—thoughts, feelings, sensations, and the like—and use this understanding to analyze your feelings in more detail. This can be especially useful in times of stress.

You might also want to check out online tools to measure your EQ, and online courses designed to promote EQ.

For businesses

Assessments can be a useful tool to get people thinking about EQ and identifying areas for improvement, so I'd encourage businesses to invest in EQ assessments for leaders and teams. Building on this, there are numerous training programs to help people improve their EQ. I'd also encourage business leaders to think outside the box and consider other related learning opportunities. Mindfulness is a great example of a technique that can help people be more in touch with their emotions, and in turn boost their EQ.

Consider also the impact that increased remote working will have on EQ within the organization. Managers will need to take extra care to maintain social and emotional connections with remote team members—for example, through regular one-on-one video chats and group video meetings.

Finally, think about the future potential to build EQ into your digital systems—for example, a system that analyzes customer service calls in order to detect emotions such as frustration and anger.