Emotional Intelligence and Communication Strategy: The Role of a Leader

In today’s complex business environment, emotional intelligence (EI) has become a cornerstone of effective leadership. Leaders are no longer just tasked with strategic decision-making; they must also connect with their teams on an emotional level to foster collaboration, trust, and resilience. As I have navigated my leadership journey, I’ve come to understand that mastering emotional intelligence is pivotal to cultivating successful communication strategies. This leadership capability is especially crucial in environments where diverse teams and stakeholders must be brought together to achieve common goals.

Emotional intelligence as a leadership imperative

The core of emotional intelligence lies in four key competencies: self-awareness, self-management, social awareness, and relationship management. These competencies enable leaders to manage not only their own emotions but also the emotional climate of their teams. The importance of self-awareness in leadership cannot be overstated; leaders who recognise their own emotional triggers can respond more effectively under pressure, reducing conflicts and promoting harmony within their teams.

A leader’s emotional intelligence is intricately linked to communication effectiveness. In my experience as the GCEO of Motseng Investment Holdings, emotional intelligence has allowed me to navigate complex corporate environments and foster strong partnerships both in South Africa and across Southern Africa. The emotional competency to remain calm and measured under pressure has been a key asset in negotiations and strategic partnerships across various sectors such as infrastructure development, telecommunications, and engineering. Emotional intelligence is especially important in these high-pressure industries where long-term projects and complex stakeholder relationships require nuanced communication.

Communication as an emotional strategy

Communication, when infused with emotional intelligence, goes beyond mere transmission of information. It transforms into a tool for inspiring, motivating, and resolving conflict. I’ve seen this play out in the growth of Motseng, where communication strategies that take into account the emotional needs of employees and stakeholders have led to enhanced productivity and stronger team dynamics.

A key element of this communication strategy is empathy. In my role as a leader, whether overseeing the operations of over 400 professionals across multiple countries or sitting on boards, empathy has enabled me to listen deeply to concerns, respond authentically, and create a culture where people feel valued. Empathy-driven communication doesn’t just resolve conflict—it prevents it from arising in the first place by fostering mutual respect and understanding.

Transformative insights from the owner/president management program

In May 2024, I enrolled in the Owner/President Management (OPM) Program at Harvard Business School (HBS), a transformative experience that is deepening my understanding of leadership, particularly the scientific aspects of emotional intelligence (EI) and its impact on communication strategy. This program is not only enhancing my leadership skills but is also reshaping my approach to managing people, fostering collaboration, and driving business outcomes at Motseng.

The OPM program at HBS has introduced me to cutting-edge research and practical tools for empowerment leadership, emphasising emotional intelligence as a cornerstone of communication strategy. One of the key takeaways is understanding the feedback loop in leadership, particularly how effective feedback relies on emotional intelligence.

In the program, we have explored feedback as a developmental tool, a concept that resonates deeply with me. Cynthia M. Phoel’s work on feedback that works, which we reviewed at the beginning of the OPM program, highlighted the importance of framing feedback around specific business outcomes rather than as criticism.

One of the most significant ways the OPM program is transforming my leadership approach is through this focus on feedback. Traditional feedback methods often fail because they trigger defensive reactions. However, emotionally intelligent feedback—grounded in empathy and focused on behaviour rather than character—creates a constructive environment for learning.

I now apply these principles by prioritising open, honest communication with my teams and stakeholders. Whether it’s a one-on-one conversation or a company-wide address, I make sure to consider the emotional impact of my words and tone. This has been especially important in managing change, where uncertainty can lead to anxiety and resistance. By communicating with empathy and clarity, I’ve been able to guide my teams through transitions with minimal disruption.

The science and impact of emotional intelligence in leadership

From a scientific standpoint, emotional intelligence affects leadership by regulating stress responses, enhancing decision-making, and promoting empathy. Research supports the growing consensus that emotionally intelligent leaders are more effective. According to studies, empathy ranks as the number one leadership skill, with emotionally intelligent leaders performing up to 40% higher in key leadership areas such as coaching, engaging teams, and decision-making. Furthermore, organisations led by emotionally intelligent individuals report higher employee satisfaction and lower turnover rates.

Emotional intelligence is widely recognised as a key differentiator in leadership effectiveness. Its components—self-awareness, self-management, social awareness, and relationship management—are essential for leaders who want to build trust, inspire teams, and handle conflicts with empathy. Research from the Harvard Business School and other leading institutions has shown that leaders with high emotional intelligence significantly outperform those with lower levels of EI, particularly in complex and high-stakes environments.

Developing emotional intelligence and enhancing communication strategy

Emotional intelligence and communication strategy are deeply intertwined. Communication is not just about delivering a message; it’s about understanding the emotional dynamics of the room, reading non-verbal cues, and adjusting your approach accordingly.

For leaders aspiring to elevate their communication strategies, emotional intelligence must be nurtured, but it starts with self-awareness—leaders need to understand how their emotions affect decision-making and relationships. By practicing active listening and empathy, they can create a psychologically safe environment where teams feel heard and valued. This is particularly important in industries like mine, where complex project timelines and stakeholder interests can create stress and tension.

One of the key tools for developing emotional intelligence is 360-degree feedback, where leaders seek input from peers, subordinates, and supervisors to gain a holistic view of how they are perceived. In addition to this, reflecting on daily interactions and understanding emotional triggers allows leaders to grow in self-awareness and, subsequently, improve their emotional regulation.

Emotional intelligence and women in leadership

For female leaders, emotional intelligence often comes naturally due to a higher tendency toward empathy and relational thinking. In my role as a Trustee of the Women’s Property Network education trust and as a participant in the BRICS Women Business Alliance, I’ve seen firsthand how emotionally intelligent female leaders are transforming traditionally male-dominated industries.

Women are leveraging emotional intelligence to lead with authenticity, build inclusive cultures, and drive innovative thinking. By embracing emotional intelligence, women are not only advancing their own careers but are also creating workplaces that value emotional safety and diversity. This aligns with my belief in the importance of empowering women in business to lead with purpose and compassion.

A mini leadership case study

In my leadership role at Motseng, I’ve had to communicate across diverse teams, from engineers and property developers to corporate executives and government officials. A key insight from the OPM program was the concept of “social awareness,” particularly the ability to read and respond to the emotions of others. This skill has been critical in managing stakeholder relationships at Motseng, where large-scale investments require buy-in from various parties.

Some of the most impactful global leaders have demonstrated how emotional intelligence shapes organisational success. Real-world applications of emotional intelligence, particularly in high-stakes leadership scenarios, were expressed by Jacinda Ardern, the former Prime Minister of New Zealand. She demonstrated her emotional intelligence and leadership skills in her handling of the Covid-19 pandemic, and as such, her leadership legacy will arguably always be empathy and resilience.

Ardern was known for her ability to stay calm under pressure and her willingness to adapt to changing circumstances. In the aftermath of her emotional resignation announcement, she was quoted as saying, “I hope I leave New Zealanders with a belief that you can be kind but strong, empathetic but decisive, optimistic but focused.”

Conclusion: Emotional intelligence as a leadership superpower

In closing, we see that emotional intelligence is not just a leadership advantage—it is a leadership necessity. Emotional intelligence is not just a personal trait; it is a strategic tool that shapes communication, drives performance, and fosters innovation.

As leaders, we must continuously develop our emotional intelligence to adapt to the complexities of the modern business world. By leading with emotional intelligence and building a communication strategy that is not only effective but also emotionally resonant, we can create environments where people feel valued, empowered, and motivated.

As leaders, we must commit to leaving a legacy based on how we make others feel and the relationships we build. The future of leadership is in emotional intelligence.