Indian Railways to Deal in Emotional Intelligence for Boosting Customer Experience

After embracing Artificial Intelligence, Indian Railways is moving towards Emotional Intelligence (EI) in order to rule out signal-failure. The move will help senior officials enhance and speed up the service delivery system in a more resolute way.

Occasionally, various reasons make Railways go through certain fluctuations at the higher level, which may include lack of empathy and pressure among concerned authorities.

As reported by a Senior Railway Ministry official, Officers at times were not able to sustain pressure in demanding circumstances which impacted their decisions subsequently.

Therefore, to deal with such situations, EI has been introduced with an objective of creating emotionally strong and intelligent leadership strategies for retraction of Railways. Additionally, a well-designed exercise is in full swing that would make all senior and top level authorities to undergo EI training under supervision of globally certified master trainer.

Having an aim to enable officers find solutions to problems in emotional circumstances particularly in customer-facing situations, the EI courses' modules are crafted by Canadian Multi Health Systems and based on uncompromising research and observations.

Reportedly, it has been observed that officers with higher emotional quotient and intelligence are more efficient in coping with stressful and difficult situations in an optimistic manner, which is also the main goal of EI module.

On that account, where all General Managers and Divisional Railway Managers are compelled to undergo course at National Academy of Indian Railways in Vadodara in their initial batch, the drill will be stretched to other senior leaders in a phased demeanour.
A senior ministry official quoted that authorities came to know about setbacks in the instant decision making process and also the abilities they have in certain areas.

The training modules are compositions of topics like self-perception, problem solving, self-expression and stress management. These components enable the participants to intensify their deep understanding in fields like empathy, assertiveness, flexibility, impulse control and stress tolerance. This also provides them an opportunity for further development.

General Managers have also been sanctioned to conduct EI drills for junior officers employed in the division in order to enhance their efficiency and productivity and wellbeing of the mass work force the Indian Railway is enriched with.

And the process does not end here only, Railways is planning to stretch the training modules for their own trainers to train younger slot joining the national transporter and at various steps of career development.