A leader’s guide to managing emotions at work

Forget balance sheets and business plans – one of the most important factors in a leader’s success is their ability to manage people’s moods.

“A manager’s role is to set the emotional tone for the team.”

Emotional intelligence expert Professor Neal Ashkanasy of The University of Queensland Business School says many managers fail to acknowledge the importance of emotions in the workplace. “Much of our behaviour is driven by emotion,” he says. “A manager’s role is to set the emotional tone for the team. Research suggests that mood management may be one of the most critical elements of leadership.”

Lead by example

Research shows that moods are like viruses – they spread from one person to another through a process known as emotional contagion. As employees become “infected”, they mimic facial expressions, body language and tone of voice. What starts out as one person having a bad day can affect the whole team.

However, emotional contagion is also a way for leaders to transfer emotional states to staff and create a positive culture. “Emotionally intelligent leaders can understand and manage their own emotions better and those of others,” says Professor Ashkanasy. “They tend to perform more effectively and feel more confident in their role.”

Tackle emotions head-on

Training can help managers build practical skills. For example, looking people in the eye can spread a positive mood more quickly. Professor Ashkanasy also suggests that leaders learn to recognise micro-expressions – the involuntary and fleeting facial expressions that expose a person’s true emotions. Studies have shown how such leaders boost performance by helping team members cope with everyday frustrations.

Don’t fake it till you make it

“While emotional labour is usually associated with customerfacing roles, it affects leaders, too,” says Professor Ashkanasy. “One way to reduce tension is through ‘deep acting’, which has been shown to have less harmful effects than ‘surface acting’. Rather than faking a smile, genuinely enjoy what you’re doing. Like an actor, connect to the emotions you’re trying to express by recalling a time when you sincerely felt them. Honest emotional expression can also have a greater impact, as it’s more likely to be adopted by your team.”