Published Online:December 2025
Product Name:The IUP Journal of Soft Skills
Product Type:Article
Product Code:IJSS031225
DOI:10.71329/IUPJSS/2025.19.4.25-31
Author Name:Mukti Prakash Behera
Availability:YES
Subject/Domain:Management
Download Format:PDF
Pages:25-31
The ability to understand others’ emotions while simultaneously managing one’s own signifies emotional intelligence (EI). This selfawareness and regulation enable one to handle customers with empathy i.e., with a sense of compassion. Thus, EI-based communication transforms routine customer interactions (transactional) into memorable customer moments (transformational). This paper discusses the significance of EI-based communication for the banking, financial services and insurance (BFSI) sector.
Emotional intelligence (EI)-based communication involves tuning our emotions to those of customers to create emotional engagement in order to earn their trust and loyalty. With EI-based communication, banks and financial services can ensure a balanced approach of utilizing both the heart and mind to enhance customer experience. To create customer relationships that go far beyond banking, EI-based communication is crucial. Specifically in banking and financial services, EI-based communication is a long-term strategy for achieving competitive advantage. The present paper highlights the crucial role of EI-based communication in making banking more humane and personal.