Imagine contacting your bank about a serious financial question. You don’t want seven branching AI options. You want to talk to a human you trust. This is exactly what Ally’s Chief Human Resources and Corporate Citizenship Officer (CHRO) Kathie Patterson emphasizes in her recent interview. As one of the most digitally sophisticated banks in the country, continuous innovation is part of Ally’s DNA. Yet, Patterson is clear-eyed about a simple truth many leaders miss: there are moments when speed and efficiency matter, and moments when trust, understanding, and reassurance matter more.
## The Crucial Role of Emotional Intelligence in Modern Leadership
Human connection is critical for both employees and customers. At Ally, training in emotional intelligence and Crucial Conversations is foundational for all leaders. These workshops came into existence because people were scared to have real conversations or were talking past each other, which led to project suffering. Emotional intelligence shapes how leaders navigate these important conversations in several key ways. First, it helps leaders manage their own emotions. Patterson pays close attention to her body and is aware of her heart rate and whether she’s getting flushed as cues to slow down.
Second, emotional intelligence helps leaders think about how their message will land, requiring them to know the other person’s personality, stressors, and communication style before charging ahead. Patterson notices when emotions are rising on either side and is willing to pause, saying, ‘I need to bookmark this right now.’ She values the relationship too much to push through when emotions are high. Third, emotional intelligence helps create a psychologically safe environment necessary for critical conversations. Leaders who can regulate themselves are far more likely to signal that they’re open to feedback, new ideas, and free-flowing conversations. Finally, emotional intelligence allows leaders to read the room in real-time and modulate their delivery accordingly.
## Emotional Intelligence Drives Employee Engagement
Employee engagement is the golden compass toward ‘good culture.’ Emotionally intelligent leadership is a strong driver of engagement, elevating workplace interactions, boosting employee morale, and cultivating genuine loyalty. Patterson tracks Ally’s engagement carefully, stating they’ve been in the top 10% of Glint engagement for six consecutive years and increased engagement by three to four points with frontline teammates last year. Critical to this improvement has been leadership training in areas like Crucial Conversations and emotional intelligence. Patterson emphasized that engagement reflects daily leadership behavior and overall team sentiment, focusing on creating a place people want to be a part of, both personally and professionally.
## The Skills AI Can’t Replace Will Grow in Value
As technology handles more rote tasks, it frees leaders up to coach, listen, and be creative. The World Economic Forum Workplace Report consistently ranks emotional intelligence and its constituent parts, like communication and empathy, among the most critical skills for the future of work. Patterson sees the same pattern inside Ally, stating that emotional intelligence offers a strategic advantage and that the differentiator in leader performance will often come down to how well they can build trust, handle tension, and guide their teams through uncertainty. Future-proofing your leaders with emotional intelligence provides an ultimate competitive edge, driving employee engagement, team effectiveness, and better decision-making about AI itself. As Patterson put it, ‘There are moments when I want a quick answer online. And then there are moments when I want to talk to somebody I trust and seek real understanding.’ This judgment just might be the most future-ready leadership skill of all.
