Project managers have multiple tools at their disposal to perform their roles more effectively, but emotional intelligence (EQ) is a skill they must develop. Capterra surveyed PMs across the U.K. to understand how they can use EQ to overcome challenges and improve their project management skills.
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Due to project management’s dynamic and multifaceted nature, you need diverse skills and traits to be successful as a project manager. While project management tools can help with many technicalities, you should be adept at tuning into your personal traits to get the most out of your project team. And that’s where EQ is critical to your success.
EQ is the ability to perceive, use, understand and manage your own and other people’s emotions. EQ-based techniques, such as listening actively or being open-minded, allow you to engage better with stakeholders and enhance your decision-making skills as a project manager.
To evaluate the impact of EQ on project management, Capterra surveyed 2,500 project management professionals across 12 countries.* In this study, we will focus on insights gleaned from 200 respondents from the U.K. and provide recommendations to help project managers leverage EQ to optimise project outcomes and improve team performance.
Project managers are notably increasing their utilisation of EQ
Emotional intelligence requires using social skills, such as self-awareness, self-control and empathy, to create rapport within teams, and most project managers seem to be aware of the importance of this approach. Nearly half (47%) of surveyed project managers say they always integrate EQ-based techniques into their PM responsibilities, while 51% agree doing so often. Moreover, 87% report a significant or moderate increase in EQ utilisation over the past two years.
Project managers must be capable of deploying EQ skills whenever required, particularly in stressful situations. This may be easier said than done, and yet 96% of surveyed managers say they can accurately identify their emotions under stress.
However, project managers may be overestimating their EQ skills. Leadership roles, extensive experience in decision-making and continuous interactions with peers, stakeholders and teams may lead managers to believe they have complete control of their emotions and can identify them accurately. But, emotional intelligence is a complex trait that is innate—though not to everybody—and developed over time. This work in progress influences everyday interactions in ways project managers may not always fully recognise.
By successfully identifying their emotions, project managers can control their reactions, especially in stressful situations. They can overcome negative responses, such as anger or annoyance, and display positive traits, such as calmness and optimism.
Equally noteworthy is the alignment between project managers and leadership on the importance of EQ in project management. A clear majority (95%) affirm that their company’s leadership understands EQ’s significance in project management. There is a plausible reason for this—97% of managers believe that a high EQ level within project teams significantly or moderately impacts the team’s ability to achieve goals.
How to develop EQ among project teams
Given the role of EQ in project success, you should seek EQ development among project management teams. Training and workshops focused on EQ may enhance team dynamics and project outcomes. Additionally, combining project management tools with EQ assessment tools, such as the Emotional Capital Report (ECR) and Emotional Quotient Inventory, can facilitate growth and support in this area.
Decision-making is the top project management responsibility EQ positively impacts
Project management requires taking ownership of multiple responsibilities. When evaluating the correlation between EQ and key project management responsibilities, some tasks benefit more from EQ than others. Topping the list is decision-making, which 60% of surveyed project managers acknowledge is the most positively impacted by EQ skills. Following closely are problem-solving (58%) and team management (49%).
Interestingly, while project managers say EQ helps teams achieve goals and positively impacts team management, the same does not apply to senior-level stakeholder interactions. In fact, the impact is surprisingly low—only 17% of project managers think EQ positively impacts senior-level stakeholder management.
How to leverage EQ for senior-level stakeholder management
Emotional intelligence should apply to all project interactions, regardless of hierarchy. It’s just that you will have to apply different traits to liaise with senior stakeholders, even if these interactions possess their own unique challenges. These traits include:
- Empathy and understanding: As the project manager, you should empathise with senior-level stakeholders and understand their perspectives, concerns and priorities. This understanding, which should be mutual to be fully successful, can guide you in tailoring your communication strategy to effectively address senior stakeholders’ needs.
- Effective communication: Team communication is paramount when managing projects. As the project manager, you will often need to convey complex information clearly, concisely and compellingly. By effectively articulating project goals, progress and potential challenges, you can build trust and credibility with senior-level stakeholders.
- Conflict resolution: Senior-level stakeholders may have competing interests or differing opinions, leading to potential conflicts. Emotional intelligence techniques can equip you with the skills to navigate these conflicts diplomatically, find mutually beneficial solutions and maintain positive relationships with senior stakeholders.
- Influence and persuasion: EQ enables you to constructively influence and persuade senior-level stakeholders. By understanding stakeholders’ motivations and concerns, you can effectively frame proposals and recommendations that resonate with senior stakeholders, garnering their support and buy-in for project initiatives.
- Adaptability and flexibility: Based on changing priorities or market dynamics, senior-level stakeholders may require you to adjust project plans or strategies. EQ and Agile management skills can enable you and your project team to adapt quickly to evolving circumstances, remaining flexible in your approach while ensuring alignment with senior stakeholders’ objectives.
Conflict resolution is the area of EQ most project managers struggle with
While project management professionals may excel in many aspects of EQ, some challenges warrant attention. Conflict resolution is one EQ aspect that project managers find the most difficult to adopt or demonstrate, with 45% of respondents indicating difficulty. Challenges in communicating needs or expectations (36%) and identifying emotions (30%) are also prevalent.
How to leverage EQ for conflict resolution
As a project manager, use the following EQ-focused strategies to overcome conflict management challenges:
- Self-awareness: Only 27% of project managers say they have difficulty managing their self-awareness. If you are like them, consider yourself fortunate because you can use this awareness to reflect on your own emotions, triggers and biases. By understanding your own emotional responses, you can better regulate your emotions and approach conflicts with a calm and composed demeanour.
- Active listening and effective communication: Practice active listening to understand the perspectives and concerns of all parties involved in a project. You should also foster open communication and use the necessary communication tools to reach these objectives. By communicating assertively and transparently, you can clarify misunderstandings, build trust and facilitate conflict resolution.
- Problem-solving skills: Learn problem-solving techniques, tools and strategies to address conflicts collaboratively. Some learning management tools, for example, offer courses on conflict management and interpersonal skills. Similarly, some employee engagement systems provide feedback mechanisms that encourage continuous communication and dialogue between project team members, which can help address conflicts proactively. If you're consistently running into conflict resolution challenges, ask your senior project manager or project director to provide the tools to address conflicts effectively.
A combination of technology and EQ can help deliver successful projects
Emotional intelligence is pivotal for successful project management, as it complements technical skills with the appropriate social abilities to ensure teams or senior stakeholders respond positively and collaborate to achieve project success. As with all projects, challenges may arise, and it is up to businesses to equip their project managers with the tools, mechanisms and support required to develop emotional intelligence.
As a project manager, you can benefit from integrating project management tools with appropriate EQ assessments to oversee projects and teams efficiently. This synergy also sets the stage for exploring the role of technology that can assist you in excelling at your job. In the second part of our study, we will explore the role and potential of artificial intelligence in further augmenting project management processes and manager capabilities.
Survey methodology:
*Capterra’s 2024 Impactful Project Management Tools Survey was conducted in May 2024 among 2,500 respondents in the U.S. (300), U.K. (200), Canada (200), Brazil (200), Mexico (200), France (200), Italy (200), Germany (200), Spain (200), Australia (200), India (200) and Japan (200). The goal of the study was to understand the leadership and emotional intelligence skills needed for project managers to successfully lead teams and projects leveraging/incorporating AI. Respondents were screened to be project management professionals at organisations of all sizes. Their organisation must currently use project management software.
For the 200 U.K. respondents, candidates had to be U.K. residents over the age of 18.
