Why Emotional Intelligence is Crucial During the Outplacement Process

In the midst of leading a large-scale downsizing project, I have seen firsthand the critical difference a high-EQ (Emotional Intelligence) approach makes during redundancy conversations.

I have been handling multiple outplacement meetings on behalf of a client organization undergoing significant transformation. The feedback we’ve received? Unanimously positive – despite the challenging circumstances.

But what makes a high-EQ outplacement process so impactful?

Redundancy is never easy. For those being let go, it’s a moment of vulnerability, fear, and sometimes anger. For those left behind, it’s often a mix of confusion, guilt, and anxiety – so much so that one survey found that 74% of employees who kept their jobs after layoffs said their productivity declined. Emotions run high on both sides, and without care and compassion, an organization can severely damage its morale and its employees’ engagement.

This is where emotional intelligence comes in. When done well, emotionally intelligent redundancy conversations don’t just soften the blow – they preserve dignity, foster trust, and protect company culture.

In this particular project, we have seen how involving an external team can help lighten the emotional load. Managers within the business – many of whom are having redundancy conversations for the first time in their careers – found it deeply difficult. The emotional toll of delivering such news to a long-time colleague or friend cannot be understated.

Outsourcing these conversations to an external, neutral party offers benefits for both the departing employee and the internal team. The individual being made redundant can direct their frustration or sadness to a neutral third party, rather than someone they work closely with. Consultants trained in emotional intelligence are also better equipped to stay composed, read non-verbal cues, and steer conversations away from blame and toward constructive closure.

A high-EQ facilitator will know that tone, timing, and language matter. It’s about more than just the words you say, but how you say them, how you listen, and how you respond to unspoken emotional cues. You must notice when someone’s voice catches, or when their shoulders stiffen, and you must respond with empathy, not platitudes.

This is why I am constantly encouraging my team to reflect on their delivery. Do they sound scripted? Nervous? Detached? These micro-signals can be deeply off-putting to someone receiving life-altering news. I also highly recommend roleplay, trial and error, and constant reflection to build skill and confidence in emotionally intelligent communication, as these will all lend to ensuring those difficult conversations have that oh-so-needed human touch.

In our increasingly AI-assisted workplace, this human skill is more vital than ever. While AI can help draft scripts or talking points, redundancy conversations require EQ, which is a fundamentally human trait.

Another key element of high-EQ redundancy processes is anticipation. Emotionally intelligent leaders think several steps ahead. What phrases could escalate tension? How can we frame information to preserve the employee’s sense of value and dignity?

It’s about maintaining a compassionate tone and controlling the emotional temperature of the conversation. You need to use your head, but also your heart and instinct.

The pandemic accelerated remote working, and today, many redundancy discussions happen via video call. This adds another layer of complexity, as you lose access to much of the body language and subtle social signals that help guide emotional tone. As only a fraction of non-verbal communication comes through a screen, high EQ becomes even more essential.

In an era where employer branding and employee experience are under constant scrutiny, investing in emotionally intelligent outplacement is not just the right thing to do – it’s a strategic imperative. If you would like to discuss how we can help you with this, please get in touch with me at therese@orgshakers.com