After Artificial Intelligence, Indian Railways turns to Emotional Intelligence to improve customer experience

General Managers have also been empowered to organise Emotional Intelligence training for junior officers working in the divisions.

NEW DELHI: After adopting Artificial Intelligence (AI) to prevent signal-failure, Indian Railways has now opted for Emotional Intelligence (EI) to help senior officials improve service delivery systems in a faster and more decisive way.

The Railways suffers at times due to indecisiveness at the higher levels due to various reasons, including stress and the lack of empathy among concerned officials.

“There have been circumstances where officers were not been able to sustain pressure in demanding situations, which impacted decisions,” said a senior Railway Ministry official.

To create emotionally intelligent leadership strategies for a turnaround of the Railways, a full-fledged exercise is underway in the public behemoth to make all top level officials undergo EI training conducted by a globally certified master trainer.

Developed by Canada’s Multi-Health Systems and based on rigorous research and validation, the EI course modules aim to enable officers find solutions to problems in situations where emotions are involved — especially in customer-facing situations.

“Studies have shown that leaders with higher emotional intelligence are more effective in their work. Coping with stressful or difficult situations and believing that one can manage or influence situations in a positive manner is the main aim of the EI module,” said a Divisional Railway Manager, who participated in one workshop.

While all General Managers and Divisional Railway Managers had to undergo the course at the National Academy of Indian Railways in Vadodara in the first batch, the training will be extended to other senior officers in a phased manner.

“One comes to know about blind spots in the quick-decision-making process and also the strength one has in certain areas,” said the senior ministry official, adding it would also suggest ways to improve EI abilities.

The modules comprise components such as self-perception, self-expression, problem-solving and stress management. It allows participants to deepen their understanding in areas like empathy, flexibility, assertiveness, stress-tolerance and impulse-control, and give them an opportunity for further development.

General Managers have also been empowered to organise EI training for junior officers working in the divisions, for a qualitative impact on productivity and well-being of the large workforce that the Railways has.

The Railways also plans to train its own trainers to conduct similar courses for the young officers joining the national transporter and at various levels of career development.

Last week, the Ministry of Railways organised three workshops with the main focus on the module of ‘Leading with Emotional Intelligence’, covering all General Managers and Divisional Railway Managers of Indian Railways at National Academy of Indian Railways (NAIR), Vadodara.

A press statement published by the Press Information Bureau and the Ministry of Railways added that the workshops were arranged for top-level leadership using MHS EQI 2.0 as the anchor instrument for driving emotionally intelligent leadership in measurable and replicable way. General Managers have also been empowered to organise these Workshops for the junior officers working in the Divisions, for a qualitative impact on productivity and well being of the large workforce that Indian Railways have with an intention to improve the overall work environment. Indian Railways also plans to train its trainers for conducting similar courses for the young officers joining Railways and at various levels of career development.

A divisional manager, who participated in the workshop, told, “Studies have shown that leaders with higher emotional intelligence are more effective in their work. Coping with stressful or difficult situations and believing that one can manage or influence situations in a positive manner is the main aim of the EI module.”

Piyush Goyal, Union Minister for Railways and Coal had earlier said that AI would be used as a “tool” for the betterment of services. “AI can transform Indian Railways in terms of safety, passenger amenities, better revenues, growth and efficiency,” he had said. Goyal’s statement, “AI has to be harnessed to find digital innovations for better customer interface and better service delivery. AI is about creating trains with brains,” was met with critical acclaim.

Now, the Railway Ministry is also set to launch Kumbh Rail Seva, a new mobile App, to disseminate information for users. The Kumbh Mela is the world’s largest religious event, which is expected to attract over 100 million people — a number higher than the populations of most countries on earth.

Facebooktwittergoogle_plusredditpinterestlinkedinmail