What to look for when hiring:

Willingness to learn – Look for those who are hungry to learn and have a history of continued education. Emotionally intelligent people thrive in constant learning!
Resumes v. networking – Emotionally intelligent people score high on self-awareness and relationship management. If you found the prospect because they leveraged their network to get in front of you, then you probably have a winner. Very few people with high emotional intelligence rely simply on submitting a resume to get interviews.
Servant leadership – When conducting an interview, ask pointed questions regarding the prospect's leadership philosophy. Servant leaders are emotionally intelligent, lead by example and are empathetic toward their team to ensure they have what they need to succeed.

Create a work environment that fosters emotional intelligence

We must not only hire based on high emotional intelligence but also create environments where it can be nurtured and grown.

Continued education – Companies who pay for continued education keep the emotionally intelligent talent! If Janet wants to go for the CPCU, pay for it and ensure she has the time to dedicate to further her education.
Corporate responsibility – Ensure your company is active in the community and encourage your employees to give back on company time. Emotionally intelligent employees seek purpose, want to make an impact around them and want to work with those who also hold this virtue.
Change the performance review – Stop grading your team on how hard they worked, how many times they stayed late or started early and how little vacation they took because they are "team players." Start grading your team on skills in line with high emotional intelligence:
- How empathetic were they with elder insureds?
- What was their customer service score?
- How are they progressing on their continued education?
- How many volunteer hours did they do this year?
- Did they use all their vacation days to maintain work/life balance?

Of all the skills we can learn, developing emotional intelligence might be the "make it or break it" key capability for this new era. When it comes to insurance, we must remember that behind every policy and claim are people who have families and employees who rely on us to deliver the promise outlined in their policy. To do this, we must hire and retain talent who are highly emotionally intelligent to understand the core of our customers' needs and ensure we are delivering the highest customer experience, especially in their time of need.

Special Reports /

Why emotional intelligence matters to the insurance industry

Related Stories

Recommended For You