Vikrant A.

Ever walk into a room and instantly feel the mood just by looking at people’s faces? Or find yourself navigating a tricky conversation without stepping on toes? That’s emotional intelligence in action, my friends. In the world of Global Business Services (GBS), where we often juggle behind-the-scenes processes and client interactions, emotional intelligence isn’t just a nice-to-have. It’s a game-changer. It’s what can elevate teams from merely functional to extraordinary. Having worked in the outsourcing and offshoring industry for over 20 years, I’ve seen firsthand how powerful this skill can be. Let’s break it down together. Understanding Emotional Intelligence So, what exactly are we talking about when we say “emotional intelligence”? At its core, it’s the ability to recognize, understand, and manage our own emotions while also recognizing, understanding, and influencing the emotions of others. Sounds simple, right? But it’s a skill set that’s often overlooked. Here’s a quick snapshot of its key components: Self-awareness: Knowing your emotions and how they affect others. Self-regulation: The ability to manage your emotions in healthy ways. Motivation: Harnessing emotions to pursue goals. Empathy: Understanding the emotional makeup of other people. Social skills: Managing relationships and building networks. The Impact of Emotional Intelligence on GBS Teams Now, let’s talk about why this matters for GBS teams. Have you ever noticed how some teams just gel? They communicate freely, resolve conflicts almost effortlessly, and come together to tackle challenges? That’s emotional intelligence at play. Here’s how cultivating this skill set can transform your team: Enhanced Collaboration: Teams that understand each other’s emotions work better together. When you feel understood, you contribute more openly. Effective Conflict Resolution: Emotional intelligence helps you navigate disagreements without escalating tensions. It’s about responding rather than reacting. Increased Employee Engagement: When team members feel valued and understood, they’re more likely to stay engaged and committed. Better Customer Interactions: An emotionally intelligent team can handle client relationships with finesse, anticipating needs and responding empathetically. Building Emotional Intelligence: Where to Start Alright, so how do we cultivate this elusive skill? Let me outline some actionable steps that you can easily integrate into your daily work life: Regular Self-Reflection: Take time to think about your feelings and reactions each day. What triggered you? How did you handle it? Journaling can be a powerful tool. Seek Feedback: Ask trusted colleagues for feedback on your emotional responses. It might feel uncomfortable, but it’s a goldmine for growth. Practice Active Listening: When someone is speaking, really listen. Focus on what they’re saying without planning your response while they talk. Engage in Empathy Exercises: Put yourself in someone else’s shoes. How would you feel in their situation? It’s a good practice to connect with others on a deeper level. Participate in Team-Building Activities: These can be informal gatherings or workshops. The more you bond as a team, the better your emotional literacy will improve. Overcoming Challenges in Developing Emotional Intelligence Sure, it’s not a walk in the park. Developing emotional intelligence comes with its fair share of challenges. First, let’s face it—self-awareness isn’t easy. It can hurt to confront our shortcomings. Acknowledge that feeling and push through it. Growth requires vulnerability. Secondly, we might have ingrained habits of responding in certain ways due to stress or workplace culture. Change takes time. Be patient with yourself and others as you navigate this journey. Stories from the Trenches Let’s take a moment to get real. I remember a tough situation when I was leading a large-scale shared service center setup. A significant conflict arose between two senior associates over differing processes. Rather than letting tempers flare, we facilitated a session where they could freely express their concerns. It was incredible to watch them slowly understand each other’s perspectives. The result? Not only did they resolve their conflict, but they also collaborated on a new process that merged the best of both their ideas. This was possible because we took the time to cultivate emotional intelligence in our team culture. Committing to Emotional Intelligence So what’s the takeaway here? Emotional intelligence is more than a buzzword; it’s a powerful asset for any GBS team that wants to thrive. Remember, it’s a continuous journey. Each small step you take contributes to a larger change. The more you practice, the better you’ll get. Curious about diving deeper into topics surrounding emotional intelligence and team dynamics? You can find invaluable resources and insights around people and culture on THEGBSEDGE. Our blogs are filled with practical strategies that can help transform your approach to shared services. Let’s commit to this growth together. Here’s to thriving GBS teams built on empathy, understanding, and emotional intelligence.

How many times have you felt like your team was playing a game of tug-of-war rather than working in sync? It’s frustrating, isn’t it? You’ve got brilliant minds, diverse skills, and yet, it often feels like you’re all pulling in different directions. But what if I told you there’s a better way? A way to harness that potential into something cohesive and powerful? Let’s talk about uniting cross-functional teams. The Reality Check As someone who’s spent over 20 years in the shared services industry, leading big transformations, I’ve seen it all. Teams that should collaborate often end up communicating through email chains longer than any novel. Shared services transformation isn’t just a buzzword; it’s a necessity. If you aim for process optimization and effective collaboration, you need to break down silos. No one wants to be that person sitting in a meeting, listening to the same frustrations over and over. Real Talk: What’s Holding Us Back? First, let’s hit the root issues: Communication barriers: Different teams have different jargons. Conflicting goals: Every team wants to shine, which can lead to competing interests. Lack of trust: When it boils down to it, people are hesitant to open up. Dependency issues: Cross-functional teams often feel like they’re waiting on each other. Sound familiar? If you’re nodding your head right now, you’re not alone. Let’s talk strategies to turn that around. Strategies for a Unified Approach Your goal is to create an environment where collaboration isn’t just encouraged; it’s the standard. Here are some strategies that have worked for me: 1. Define Common Goals Start with clarity. What are you all aiming for? Get everyone in the same room. Encourage an open dialogue—real talk, no fluff. Write down those goals and display them prominently. When everyone knows the destination, it’s way easier to chart the course together. 2. Foster Open Communication Right off the bat, establish a culture of transparency. Regular check-ins can help: Weekly stand-ups keep everyone aligned. Use collaboration tools to encourage sharing and updates. Promote an open-door policy. If someone has an issue, they should feel safe voicing it. It’s like being in a relationship—communication is key! 3. Build Trust Within Teams Trust doesn’t magically appear. It’s built over time, and here’s how: Encourage team-building activities that aren’t just “team-building activities.” Recognize achievements, both big and small. Be vulnerable yourself. Share challenges and ask for input rather than playing the all-knowing leader. When people trust each other, they lean into collaboration instead of holding back. 4. Clarify Roles and Responsibilities The last thing you need is confusion about who’s doing what. Here’s the playbook: Create clear roles for team members and ensure everyone understands their responsibilities. Use RACI charts if necessary (Responsible, Accountable, Consulted, Informed). When conflicts arise, facilitate discussions to quickly clarify misunderstandings. Clear roles mean less frustration and fewer roadblocks. 5. Celebrate Wins Together Recognition is powerful. Make it part of your culture. Host regular celebrations for project completions. Share both team and individual successes. Email shout-outs can go a long way. Incorporate fun—create a friendly competition that leads to teamwork. The more you celebrate together, the stronger the sense of community. 6. Continuous Learning and Improvement The landscape of shared services is ever-changing, and so should your strategies. Make room for: Regular feedback loops—ask, “What worked? What didn’t?” Training sessions that are relevant for everyone across functions. A willingness to pivot. If something isn’t working, change it! It’s this flexibility that ensures you’re always moving toward shared success. Be the Catalyst for Change You have the keys to transform how your cross-functional teams work together. Don’t wait for someone else to take charge. Be proactive. Engage your team. Shape a culture where unity is paramount, and the outcomes will speak for themselves. Stories That Inspire Let’s not forget the power of storytelling. One day, I was chatting with a project manager from a different team. She shared a story about a massive project that was floundering because of the lack of coordinated effort. The software team and the finance team weren’t on the same page, and the project timeline was slipping away. Fast forward, after implementing a few of these strategies, they not only met their deadline, but they delivered a product that exceeded expectations. Her team was glowing, and it was clear that collaboration had changed the game. Put It All Together Uniting cross-functional teams isn’t just a strategy—it’s a mindset. From defining goals to celebrating wins, every action matters. And as a shared services expert, I can assure you that the payoff is huge. Invest time and energy into these strategies, and watch as your teams evolve from isolated units into a symphony of collaboration. Ready to kickstart your journey? Dive deeper into these strategies by checking out more posts on strategy and leadership or gain insights into process excellence at THEGBSEDGE. Remember, shared success doesn’t just happen. It’s cultivated.