Starting Out as a Teller, Lineo Morapeli joined Shammah Heavenly Bank as a teller right after college. At first, she was solely focused on learning the technical skills required for the job: processing transactions, balancing her till, and understanding the bank’s product offerings. However, she quickly realized that there was more to excelling in her role than just handling money and transactions. The challenges came from dealing with customers who were often frustrated and demanding, especially when they faced delays or unexpected fees.
Lineo decided to work on her emotional intelligence to help her stay calm and empathetic with customers. She started observing her colleagues, noticing how some of them defused tense situations with kindness and tact. Lineo paid close attention to the emotions customers displayed and worked on keeping her own reactions in check. This not only helped her maintain composure but also allowed her to provide outstanding customer service, making clients feel valued and heard.
Building Relationships with Colleagues
Lineo noticed that some of her colleagues had developed friendships with each other, while others were isolated. She realised that strong relationships could be helpful in building a supportive work environment. She began by greeting her colleagues warmly, asking about their families, and showing genuine interest in their lives. Over time, her colleagues started to see her as approachable and supportive, and she soon found herself with a strong network within the bank.
When a senior colleague was overwhelmed with a big project, Lineo offered to help by taking on some of their smaller tasks. Her act of kindness didn’t go unnoticed—management saw her as someone who could work well with others and support the team when needed. This emotional intelligence skill, known as relationship management, set her apart from her peers.
Navigating Office Politics with Empathy
As Lineo grew in her role, she began to notice the subtle power dynamics in the office. She saw how some employees tried to undermine others to get ahead, but instead of getting involved, she stayed focused on her work. One day, she was approached by a group who wanted her to join in criticising a colleague. Rather than agreeing, she listened and then redirected the conversation toward finding constructive solutions to improve teamwork.
Her approach demonstrated self-regulation and social awareness, two key aspects of emotional intelligence. Lineo’s supervisors took note of her positive attitude and resilience. They saw her as a stabilising presence and someone who brought harmony to the team. Because of this, she was recommended for a promotion to a supervisory role.
Embracing the Managerial Role with Empathy and Insight
After a few years, Lineo was promoted to a managerial position. She was now responsible for leading a team of her own. Instead of focusing solely on results, Lineo remembered the emotional intelligence skills that had served her well as a teller. She took time to understand each team member’s strengths, weaknesses, and career aspirations. She provided constructive feedback and celebrated their successes.
When her team faced a challenging project, she acknowledged their stress, encouraged open discussions, and offered to help anyone who was struggling. Lineo’s empathy fostered a strong team dynamic, where her team members felt understood and motivated to perform at their best.
Continuing to the Top with a Strong Emotional Foundation
As Lineo advanced within the bank, her emotional intelligence continued to set her apart. She maintained strong relationships with her superiors, supported her team, and consistently delivered excellent results. With each promotion, Lineo leveraged her EQ to inspire trust, build loyalty, and navigate complex interpersonal challenges with ease.
Today, she is among the bank’s top executives, credited with transforming her department’s culture and customer experience. Her journey from a junior teller to a senior leader is a testament to the power of emotional intelligence in career advancement. Lineo’s self-awareness, empathy, relationship management, and resilience helped her earn respect, trust, and ultimately, a place at the top.
Takeaway:
Lineo’s story shows that emotional intelligence is as critical as technical skills for long-term success. By understanding and managing her own emotions, building positive relationships, and demonstrating empathy and resilience, she paved a path to leadership. Emotional intelligence is truly a vital asset for anyone aiming to climb the career ladder, especially in roles that involve working with people and managing teams.
Dr Ted Msipa is Pastor, Author, Visionary and Public Speaker based in Maseru, Lesotho. He writes here in his personal capacity and view shared here do not necessarily reflect those of Africa News 24. He solves organisational development challenges and leadership challenges. Dr Ted can be reached on Coachted117@gmail.com or on +266 63177309.
