Articles by Contributor,Kevin Kruse

Artificial Intelligence

How Emotional Intelligence Turns Managers Into Great Coaches

“EQ is part of how we do business,” Boring says. “It’s how we lead every day.” For decades, manufacturing leadership was defined by precision, efficiency, and technical expertise. But as automation and AI systems take on more of the “hard skills,” the differentiator on the factory floor is increasingly emotional intelligence skills (EQ). Research on manufacturers such as Honeywell and Motorola shows that emotional intelligence training produces measurable gains in productivity, safety, and employee retention. At PPG, one of the world’s largest paint, coatings and specialty product manufacturers with more than 44,000 employees across 70 countries, human skills like emotional intelligence have become part of the company’s DNA. “We don’t view leadership as a title,” says Dr. Christine Boring, Global Head of Leadership Development at PPG. “We see it as a responsibility regardless of whether you lead a large team or lead yourself.” Under Boring’s team’s guidance, PPG embedded emotional intelligence as a foundational competency for every employee, from frontline supervisors managing shift teams to executives navigating global change. The company’s culture puts people at the center, creating an environment where skills like self-awareness, authenticity, and empathy are as critical to performance as quality control and lean processes. Christine Boring, PhD, Global Head of Leadership Development at PPG From Technical Expertise to Emotional Mastery At PPG, leadership development begins with a mindset shift. For years, manufacturing success was driven by technical mastery. Leaders needed to know the systems, the safety protocols, and the processes. But as Boring puts it, “Technical experience is still important, but it’s just not enough anymore. We need to understand the people side of leadership.” MORE FOR YOU That belief has reshaped how PPG trains leaders at every level. Everyone from plant supervisors to individual contributors has access to programs that strengthen communication, empathy, and conflict resolution. “Our leadership approach blends the technical with the human,” Boring says. “When leaders connect with their teams on a real level, everything else—quality, safety, performance—follows.” How Coaching Skills and EQ Work Together To make emotional intelligence stick, PPG built it into the very structure of how leaders grow. At the center of that effort is Leader as Coach, a nine-month, cohort-based program designed for mid-level managers. Participants complete an EQ assessment and meet one-on-one with trained internal coaches, learning to apply coaching techniques in their daily leadership. “When you’re coaching someone, you’re really helping them understand themselves,” Boring explains. “It’s about awareness, impulse control, and perspective. It’s about making sure people respond rather than react. All of these skills are emotional intelligence skills.” Scaling Emotional Intelligence to Every Level of the Organization At PPG, emotional intelligence isn’t one-size-fits-all. The focus changes depending on where a leader sits in the organization. Frontline supervisors: For frontline supervisors, Boring and her team emphasize self-awareness and social awareness. Both skills help keep production teams cohesive and safe in fast-paced environments. “It’s about understanding yourself and each other,” Boring says. “When you know what sparks a response, and when you take time to connect with people on a real level, everything runs smoother.” Mid-level managers: For mid-level managers, her team focuses on developing decision-making and relationship management. These leaders act as the bridge between strategy and execution. EQ training helps them make clear, balanced choices while maintaining trust and morale. Senior leaders: At the senior level, the focus shifts again to stress management and authenticity. Leading through global change and transformation demands calm under pressure. “Our senior leaders face tough, complex decisions every day,” Boring explains. “EQ helps them stay grounded and lead with integrity.” That flexibility has been critical as PPG introduces major customer innovations, like its MIX’N’SHAKE automated paint mixing system. This change required significant change management, and emotional intelligence skills helped leaders communicate the “why,” and create buy-in across Refinish body shops. Boring’s Top EQ Strategy: “Respond, Don’t React” For Christine Boring, emotional intelligence isn’t just a professional framework—it’s a personal practice. Her favorite EQ strategy is impulse control, a skill she says shapes how she leads, coaches, and communicates. “My philosophy is simple,” she says. “Respond, don’t react. Before I make a decision or give feedback, I ask myself: Is this reaction part of my leadership philosophy?” That reflection helps her align everyday behavior with long-term values. Whether she’s managing a tough conversation or guiding a team through change, she uses EQ to create space between emotion and action. “When you can pause and reframe a situation, you move from frustration to a solution,” she explains. Boring believes this kind of values-based self-regulation is at the heart of authentic leadership. Emotional intelligence, she says, isn’t about being agreeable, it’s about being intentional. “It’s easy to get caught up in the moment,” she recounted. “But EQ reminds you to lead with integrity and to make sure your actions match your values.” A Continuous Journey, Not a Destination If there’s one theme that runs through all of PPG’s leadership work, it’s that emotional intelligence is never “finished.” It’s a discipline you return to daily. “Some people are naturally strong in empathy, others in impulse control,” Boring says. “But we all have areas to keep improving. That’s what makes EQ powerful. The model offers an indefinite opportunity for growth.” At PPG, that mindset is woven into the company’s leadership culture. Every new program or initiative, from peer coaching networks to executive development, reinforces the same message: growth never stops. That consistency has turned emotional intelligence from a leadership topic into a shared language. “EQ is part of how we do business,” Boring says. “It’s how we lead every day.” Improving the World with Emotional Intelligence Through community painting projects in schools, sustainability initiatives, and a mission “to protect and beautify the world,” PPG connects emotional intelligence to its impact on the world. “When you see how much people care—about each other, about the planet—you realize EQ isn’t soft,” Boring says. “It’s a strength. It’s what keeps us moving forward together.” At a time when automation and AI continue to transform manufacturing, PPG offers a clear reminder: emotional intelligence will continue to grow as a competitive edge. Kevin Kruse is the Founder + CEO of LEADx, an emotional intelligence training company. Kevin is also a New York Times bestselling author. His latest book is Emotional Intelligence: 52 Strategies to Build Strong Relationships, Increase Resilience, and Achieve Your Goals. Editorial StandardsReprints & Permissions