The Intermediary – February 2026 - Flipbook - Page 87
B RO K E R B U S I N E S S
Opinion
programmes involve leadership, so
that emotionally intelligent behaviour
is modelled and reinforced culturally.
The best leaders use self-awareness
and empathy to build trust, reduce
friction, exhibit healthy behaviours,
and make beer decisions with their
team and clients.
It’s when EI becomes part of how
firms train, coach, and lead – a
core part of organisational culture
visible in day-to-day processes – that
behaviour actually changes.
Driving business growth
Research demonstrates that EI delivers
much more than what’s considered
‘so skills’; it also increases sales,
referrals, retention, and profitability,
making it a crucial component of
business strategy. These outcomes
stem from increased trust in
adviser-client relationships and
effective communication.
Referrals tend to increase because
clients find it easier to communicate
emotional outcomes, describing how
an adviser made them feel during
difficult moments.
Internally, EI can also reduce
burnout and improve adviser stress
because they can understand and
respond to their own triggers,
which directly affects capacity and
performance. To further reap the
business benefits, training success
metrics should be aligned with
broader organisational goals.
While companies oen invest
in new systems, platforms, and
technology, it’s clear that business
growth doesn’t just come from
processes; it comes from people. In
2026, organisations can no longer
afford to overlook the importance
of developing their employees’
emotional intelligence. Not only will
this improve communication skills,
both in and outside the organisation,
it can have a powerful impact on your
boom line and client relationships.
Those who prioritise it today will
be best positioned to thrive this year
and beyond. ●
February 2026 | The Intermediary
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