Emotional intelligence, a term popularized by Daniel Goleman in his 1995 book “Emotional Intelligence: Why It Can Matter More Than IQ,” has become increasingly recognized as an essential component for success in professional roles, particularly in areas such as auditing and leadership. But what makes it so important for conformity assessment auditors and assessors?

According to JASANZ General Manager – Operations, Kylie Sheehan, it’s important, “because assessment and auditing are all about interview technique and style, about putting people at ease so that you can collect the evidence that you need of compliance with requirements”.

“If you don’t understand emotional intelligence and the impact that your behaviours have on evidence collection then it’s probably not going to be as effective as it could be,” she said.

The Evolution of Emotional Intelligence

The concept of emotional intelligence has changed over time. Howard Gardner introduced the idea of Multiple Intelligences in his 1983 work, “Frames of Mind: The Theory of Multiple Intelligences,” which included both interpersonal intelligence (the capacity to understand the intentions, motivations, and desires of others) and intrapersonal intelligence (the capacity to understand oneself, to appreciate one’s feelings, fears, and emotions). These concepts laid the groundwork for understanding the multifaceted nature of intelligence, which extends beyond the traditional IQ.

Beyond IQ: The Role of Emotional Intelligence

In auditing and leadership, emotional intelligence may be even more crucial than traditional cognitive abilities. The ability to empathize, understand complex emotional dynamics, and manage interpersonal relationships judiciously and empathetically are key. Auditors and assessors deal with various stakeholders and are often in the position of assessing conditions, making findings, and recommending improvements that can be sensitive and potentially threatening to others. Emotional intelligence is what enables these professionals to navigate these challenges effectively, building trust and encouraging change without coercion.

Practical Applications in Conformity Assessment

In the context of conformity assessment, emotional intelligence is invaluable for several reasons:

• Enhancing Communication
  One of the core aspects where emotional intelligence plays a pivotal role is in effective communication. Auditors and assessors must articulate their findings, feedback, and instructions clearly while being sensitive to the emotional undercurrents of the situation. Emotional intelligence aids in understanding and managing one’s own emotions and recognizing those of others. This skill is invaluable in conveying complex information and directives in a way that is empathetic and considerate, thereby avoiding misunderstandings and fostering a more productive dialogue.
• Building Trust
  Moreover, building trust and rapport with clients is essential. Emotional intelligence enables auditors and assessors to connect with individuals on a personal level, creating a foundation of trust and cooperation. This is especially important when dealing with sensitive issues or when delivering feedback that might be challenging for the client to hear. When trust is properly established, Assessor feedback is more likely to be seen by clients as constructive ‘room for improvement’ for implementing current standard requirements.
• Navigating Conflict
  Conflicts are an inevitable part of the auditing and assessing process, particularly when non-conformities or improvement areas are identified. Emotional intelligence equips professionals with the skills to handle these situations with poise and constructiveness. This ability is crucial for maintaining professional relationships and ensuring conflicts lead to constructive outcomes rather than escalating tensions.
• Handling Cultural Sensitivity
  Additionally, the role demands adaptability and sensitivity to different organizational cultures. Every entity has its unique culture and working environment. Auditors and assessors with high emotional intelligence can adapt their approach to suit these varied environments, ensuring that their assessment process is respectful, fair, and effective.
• Decision-Making and Problem-Solving
  Emotional intelligence also plays a significant role in decision-making and problem-solving. Understanding the emotional aspects of a situation can lead to insights that might not be apparent from a logical analysis alone. This nuanced understanding can result in more effective and holistic solutions.
• Stress Management
  Furthermore, the role of an auditor or assessor can be highly stressful, involving strict deadlines and high-stakes decisions. Managing one’s own stress and recognizing stress in others is essential for personal well-being and for ensuring that stress does not compromise the quality of the audit or assessment.

The Lifelong Journey of Emotional Learning

Emotional intelligence is not just a supplementary skill but a fundamental component of the toolkit for auditors and assessors in conformity assessment. It enhances interpersonal effectiveness, adaptability, conflict resolution skills, and decision-making abilities, which are all key to the success and integrity of their roles. As the field continues to evolve, the value of emotional intelligence will only become more pronounced, highlighting its importance as a critical factor for success in this challenging and vital profession.

It’s important to note that, unlike IQ, which is relatively static over one’s lifetime, emotional intelligence can be developed and enhanced through learning and practice. It represents a different way of being smart – it’s about navigating life, managing oneself, and understanding and getting along with others.