Accountants are well-known for their analytical and problem-solving abilities, but in order to excel as advisors, they must also utilise their emotional intelligence skills. Ben Rawal explains how.

Emotional intelligence (EI) is the ability to recognise and manage our response to emotions – both our own emotions and the emotions of others. Our level of EI ultimately determines critical aspects of our personal and professional lives, including coping with stress and building effective relationships.

As a former accountant, I now advise other accountants and finance professionals on improving their EI levels. This task has proved particularly useful during the pressure of the past 12 months.

Remote working

COVID-19 has changed how we work and has tested different aspects of our own unique EI. Client interactions have shifted to video conferencing for most of us, offering a different experience from face-to-face conversations. This required an increased focus on understanding the client’s ‘world’ and problem areas, particularly when these are COVID-19-related. In other words, empathy.

Empathy is a critical EI skill we can all develop. Accountants sometimes revert to analytical and problem-solving skills rather than simply listening without judgement or offering possible solutions. Although our role does not typically involve counselling others, building good relationships is essential and will ultimately pay dividends in the future.

Furthermore, by showing empathy, you are likely to improve your client’s level of trust in you, your team, and your business.

Despite the professional service all accountants offer, never underestimate the importance of showing that you understand and can relate to your client’s problems – professional or otherwise.

Returning to the office

It is difficult to predict how our professional interactions will function in the future and whether we will return to a full-time office environment. For those who have already returned, even on a part-time basis, there are new norms for interacting with colleagues – social distancing, one-way systems, meeting room attendee restrictions, and the omnipresence of hand sanitiser.

Another core aspect of our EI involves the ability to be flexible, particularly when faced with unpredictable or, in the case of COVID-19, unfamiliar situations. In accountancy, the need for certainty and predictability often forms part of the individual’s repertoire. Indeed, it is often one of the reasons why accountants are so effective in their role.

Recognising that our work environments and interactions with others are likely to be different in the future is a significant change that may take time to accept. One of the principal starting points is to explore your own expectations – regardless of whether these relate to our offices, clients, teams, or how we will interact with people. It is our expectations that will either restrict or endorse our ability to accept an unfamiliar future.

Are you ready for the EI challenges that lie ahead?

Ben Rawal is Managing Director and Lead Consultant at Aspire Consulting Solutions.