“How do you balance emotional intelligence with tough decisions?”

It’s a question I get asked a lot—as if empathy and decisiveness are somehow at odds.

But the best leaders I’ve worked with don’t choose between the two. They do hard things in a human way.

Here’s what that looks like in practice:

- Give feedback (or make hard calls like restructures) with genuine compassion

- See emotions as data—not distractions

- Use emotional awareness to inform decisions, not delay them

- Communicate tough news with clarity and care

- Acknowledge impact without losing strategic focus

Emotional intelligence isn’t about avoiding discomfort. It’s about bringing humanity into the moments that matter most.

In CRM, data, and leadership more broadly—it’s not either/or. It’s and.

How do you lead with both head and heart?