Emotional Intelligence for Managers at FedEx

The FedEx company

FedEx is a worldwide shipping company that prioritizes quality service delivery to all its clients. The company believes in managers that have the right attitude of service regarding their management of associates. This company has been crowned multiple times among the world’s most revered and admired companies for over the past decade. It recognizes that its employees are vital in ensuring continued success and that apt leadership is crucial to effective management in as much it is focused on speed and logistics in its operations. FedEx upholds a service-oriented culture and encourages all employees in the various capacities to be servant leaders. It acknowledges the complexities of leadership in the modern world and aims to develop leaders that can withstand the dynamics in the business environment and effectively manage its changing workforce. Leaders that are organizationally competent, motivational, embrace cultural diversity, and influential in rediscovering the hidden potential of their workforce are on the company’s wish list. FedEx believes that the innate capability to develop what is necessary for the establishment of an enabling and rewarding work environment for all employees is an essential skill in leadership. The company measures leadership by administering an annual survey in which all employees are encouraged to provide unbiased feedback about their managers’ performance. This survey is centered on the four major themes of fairness, respect, listening, and trust. The four themes focus much on relationships and emotions hence drawing attention to emotional intelligence, which is regarded as a learnable skill that would help managers thrive in any business set-up. As such, FedEx has mostly invested in equipping its leaders with emotional intelligence skills through leadership development training and coaching programs. Leaders are trained to not only major on task-based management but also serve as role models, mentors, and motivators to their subjects at an emotional level. The leaders have since improved relationships, influence, and decision-making due to their improved emotional literacy.

Importance of Emotional Intelligence for Managers at FedEx

Emotional intelligence would undoubtedly be crucial for the success of every manager at FedEx. It shows those entrusted with leadership roles how to manage themselves first and take control of their emotions so that their junior colleagues can emulate them. It boosts the leaders’ capabilities to relate well with those who look up to them for guidance and also equips them with decision-making skills. Emotionally intelligent leaders are empathetic, emotionally literate, and can expertly navigate their emotions amid intense pressure at work and occasional emotional trauma. These leaders ensure fairness in the distribution of roles to their subjects, uphold respect to their juniors, listen to their grievances and take the appropriate corrective measures and are also trustworthy (Cooper and Sawaf, 2018). Such are essential virtues in leadership that contribute massively to organizational success.

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How FedEx Develops its New Leaders’ Emotional Intelligence

FedEx builds its recent leaders’ emotional intelligence through its leadership development training and coaching program. The program is focused on the four major themes of fairness, respect, listening, and trust, which are the building blocks of emotional intelligence. It equips the leaders with fundamental skills that are result-oriented and makes them more adaptable to the perpetual changes in the workforce attributed to the dynamic business environment and managerial complexities of the modern business world (Harms and Crede, 2015). The organization has created a culture of “people-first” that must be instilled in every leader that wishes to build his/her managerial career in the firm. I consider this initiative not just as a culture alone but a formula that the organization has niched to eradicate self-centeredness and focus on outside relationships with colleagues and clients for its betterment. Emotional intelligence is the foundation of all relationships.

Further Initiatives to Enhance the Managers’ Emotional Intelligence

The company should widen the themes discussed in their surveys so that communication is included as one of the core areas. The assertive style of communication by the leaders while conveying their opinions and directives should be upheld. It will reduce unnecessary aggressiveness in leaders and, as such, earning them respect as well as creating a good rapport in the workforce. FedEx can take a voluntary initiative to train its leaders on conflict resolution strategies so that they are informed that the essential goal in times of conflict is resolution (Kerr et al., 2016). This will help them avoid making impulsive decisions that might trigger even bigger problems. Self-awareness forums can be organized where managers meet and brainstorm on emerging trends in leadership concerning emotional intelligence and the best ways to address emotional challenges in their workforce.


Principles from the chapters that can be applied to the case study include:

The “people-first” philosophy that prioritizes the needs of the clients and high-quality service delivery. It focuses on the right attitudes by managers in ensuring timely and unquestionable service delivery to clients.

Reward for genuine achievement by organizations. FedEx is rewarded for its numerous deserved achievements, and this serves as a motivation for employees to keep working towards the betterment of the company.

Recognition for motivated employees’ massive contributions to the success of organizations. This helps in rediscovering the hidden potential of most servant leaders who put in an exceptional performance that creates value for the stakeholders’ investments.

Effective leadership is guided by emotional intelligence. This develops an institution le by emotionally literate individuals that can navigate through emotions and create a suitable working environment.

Leadership development training and coaching to improve managerial skills. This is necessary to build managers that are aware of their emotions and roles and can also be looked upon for mentorship.

From my personal experience, effective leadership that is centered on emotional intelligence is the key to organizational success. I have seen one of my friends and mentors in business who upheld fairness and trust in his small staff and also made thoughtful decisions that saw massive progress of his fast-food premise in town. I have also witnessed an established retail outlet crumble to its foundations because of managers that were disrespectful to clients and never took critique in good faith. It is, therefore, evident that leadership that is founded on emotional intelligence is bound to succeed. As such, leaders should learn to master and check their emotions and also focus on relationships, training, and coaching that can improve their managerial skills.


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