Business Strategy&Lms Tech
Upscend Team
-February 2, 2026
9 min read
This emotional intelligence case study describes a 14-month pilot where a global operations group trained 180 managers in three cohorts and achieved measurable behavior change. Results included manager engagement +18 percentage points, promotions +7 points and mNPS +24; triangulated 360s, behavior rubrics and KPIs demonstrated clear soft-skills ROI and scaling guidance.
This emotional intelligence case study examines a 14-month pilot where a dispersed operations team moved from inconsistent manager performance to measurable, repeatable improvements. In our experience, teams resist soft-skills pilots because they doubt measurable change and worry about budget and cultural fit. This article lays out baseline metrics, program design, assessments, quantified outcomes and scaling tips so readers can evaluate leadership EI development with confidence.
The client was a global technology operations group with ~1,200 employees and 180 frontline managers across six countries. Baseline metrics showed a 42% manager engagement score, a 12% internal promotion rate for managers, and an average manager Net Promoter Score (mNPS) of 21. Skepticism about soft-skills ROI and limited pilot funding were prominent pain points.
Primary objectives were to: raise manager engagement by 15 percentage points, increase manager-driven promotions by 6 points, and lift mNPS to 40 within 12 months. This emotional intelligence case study began by aligning HR, regional directors and finance on those measurable goals and a conservative budget.
The curriculum combined applied workshops, weekly microlearning, peer coaching, and leader-led practice labs. We designed a 12-month, cohort-based program with three cohorts of 60 managers each to control cost and allow iterative improvements.
Budget constraints required pragmatic trade-offs: group coaching instead of individual for 70% of participants, and automated learning paths for foundational topics. This emotional intelligence case study design prioritized measurable behaviors tied to existing performance frameworks.
We used a mixed-methods assessment to measure both perception and behavior change. A tailored 360-degree instrument mapped to five EI competencies, combined with quarterly behavior-observation scores collected by HR business partners, created a robust baseline and follow-up.
Key assessment elements included:
We also tracked engagement pulse surveys and meeting analytics to triangulate results. A pattern we've noticed: scores that shift in both 360 feedback and observed behavior correlate with sustained performance improvements. This emotional intelligence case study emphasized triangulation to counter skepticism about "soft" outcomes.
Results after 12 months were statistically significant and operationally meaningful. Cohorts exceeded target improvements on the primary metrics and showed additional organizational benefits.
Headline outcomes:
Observed behavior scores improved on specific EI competencies: active listening (+32%), emotional regulation (+18%), and constructive feedback (+26%). Turnover among teams with trained managers dropped 9% compared to control groups. These EI training results passed financial scrutiny: estimated savings from reduced attrition and improved internal mobility exceeded pilot costs within 10 months, providing clear soft skills ROI.
Practical data practices helped surface these outcomes in near real-time (available in platforms like Upscend) so leaders could course-correct the rollout and identify pockets of resistance early.
Behavior observation captured three repeatable behaviors: 1) managers pausing before responding, 2) soliciting perspectives equitably in meetings, and 3) documenting coaching commitments. These were tracked with a simple 0–3 rubric and showed median gains from 0.9 to 2.1 across the cohort.
We learned several practical lessons that other organizations can apply when moving from pilot to scale. First, link EI competencies directly to business processes such as talent review, promotions and quarterly planning.
Scaling checklist:
Common pitfalls include over-engineering measurement, under-investing in line manager accountability, and assuming cultural transfer without localized adaptation. For budget-limited pilots, we found that a 6-month focused program targeting the highest-impact behaviors (feedback and listening) delivered measurable gains and created internal advocates for expansion.
Frame ROI around operational KPIs: retention, internal mobility, productivity metrics and risk reduction. Use a two-tier reporting model: short-term leading indicators (behavior rubrics, engagement pulse) and longer-term lagging indicators (promotion rate, turnover). This emotional intelligence case study shows that combining both provides defensible ROI calculations.
"We expected small wins; instead we saw a cultural ripple—managers became consistently better at coaching and holding difficult conversations," said the regional director. "The measurable improvement in promotions convinced finance to fund expansion."
"The real change came when managers could see direct links between their behavior and team outcomes," the HRBP lead added. "That converted skeptics into sponsors."
Vendor reflection: the provider emphasized that iterative design and rapid feedback loops accelerated adoption. They recommended continuing peer cohorts and building an internal trainer network to reduce vendor dependency while maintaining fidelity to the competency model. This emotional intelligence case study reinforced a principle we've found in multiple programs: combine measurement rigor with simple, repeatable practices to sustain change.
Comparable program elements in a lightweight table:
| Element | Pilot Approach | Scaling Option |
|---|---|---|
| Workshops | 3 live sessions per cohort | Train-the-trainer + async modules |
| Coaching | Group coaching (monthly) | Peer coaching + micro-coaches |
| Measurement | 360 + behavior rubrics | Embedded scorecards in HRIS |
This emotional intelligence case study provides a practical blueprint for organizations that need defensible EI training results without large upfront costs. We've found that a focused design—cohort-based delivery, mixed modalities, and rigorous pre/post measurement—delivers both behavioral change and a clear soft skills ROI.
Key takeaways:
If you want to adapt this model, begin with a 3-month surge focused on one or two behaviors, pair it with pre/post 360s and behavior observation, and report both leading and lagging indicators to stakeholders. For teams ready to pilot, use the checklist above to structure your effort and make the case for scaling with data-backed outcomes.
Next step: run a small, time-boxed pilot using the methods described and collect a baseline 360 and behavior rubric within the first month to determine quick wins and iterate from there.
