Emotional Intelligence: The Soft Skill That Delivers Hard Results
Technical skills might get someone through the door but it’s emotional intelligence that often determines long-term success.
In business-critical support roles such as Executive Assistant (EA), Personal Assistant (PA), Chief of Staff, and Office Manager, soft skills are more than a bonus. They are essential.
At Lily Shippen, emotional intelligence is one of the most important qualities we look for when recruiting on behalf of clients. These roles require individuals who can think ahead, read the room, and handle sensitive information with discretion. That takes more than qualifications. That takes emotional insight.
What Is Emotional Intelligence?
Emotional intelligence (EI) is the ability to recognise, understand, and manage emotions; both your own and those of others. It’s made up of several core components:
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Self-awareness
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Self-regulation
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Motivation
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Empathy
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Social skills
In practice, emotionally intelligent individuals build stronger relationships, communicate more effectively, and make considered decisions, even under pressure.
Why Emotional Intelligence Matters in Business Support Roles
The best support professionals do far more than organise diaries or manage logistics. They build trust. They solve problems. They represent senior leaders both internally and externally. At Lily Shippen, we have seen a clear shift in recent years. More and more clients are highlighting emotional intelligence and soft skills as essential requirements when briefing us on new roles.
Technical ability remains important, but it is emotional insight, adaptability, and relationship-building skills that are setting candidates apart.
Strong emotional intelligence allows EAs, PAs, and Chiefs of Staff to:
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Handle complex personalities and competing priorities
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Act as a sounding board during critical business decisions
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Respond calmly and professionally under pressure
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Read between the lines and anticipate what’s needed
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Influence and build rapport across all levels of a business
These soft skills often separate a good hire from a great one.
How to Assess Emotional Intelligence During the Hiring Process
Unlike technical ability, emotional intelligence can be harder to spot on paper. That’s why it’s important to build this into the hiring process. At Lily Shippen, we take a detailed approach to assessing EI, including:
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Behavioural interview questions that explore real-world situations
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Insights from references that highlight adaptability and resilience
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Looking for clear examples of empathy, initiative, and diplomacy
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Understanding how candidates manage pressure and setbacks
We also support candidate development through our free EA/PA mentoring programme and our sister company, eavolve, which offers expert coaching and training.
Building Emotionally Intelligent Teams
A strong hire isn’t just about capability. It’s about compatibility. Emotionally intelligent individuals are more likely to contribute positively to team culture and adapt during times of change.
When hiring, employers should:
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Look beyond qualifications and consider the individual’s impact
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Assess cultural fit and emotional maturity
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Invest in professional development to nurture these qualities over time
The right hire can be a true extension of leadership. A trusted partner who adds value beyond the job description.
Final Thoughts
Soft skills might not always appear on a CV but they are some of the strongest indicators of long-term success. Emotional intelligence enables professionals to support, lead, and adapt with confidence. At Lily Shippen, we know what to look for. We specialise in connecting organisations with high-performing support staff who combine technical expertise with emotional intelligence.
Whether you're hiring an Executive Assistant, Personal Assistant, Chief of Staff, or Office Manager, our tailored approach ensures the right long-term fit.
If you're looking to hone your soft skills, focus on building self-awareness, practising empathy, and seeking feedback from those you work with. Small, consistent steps can make a big impact.
