By Frieda Nangolo
Not long ago, I walked into an office to ask for assistance. I had everything I needed, I waited my turn, and I approached the desk politely. But before I could even finish speaking, I was met with a sharp tone and a dismissive response that made me feel like I was a problem just for being there. I left with what I needed but I did not leave feeling helped.
That experience is not rare. Many of us have gone through something similar, whether in public offices, workplaces, or even within our own teams. It leaves you asking one simple question: how can we be so educated, yet still struggle to treat each other with basic respect and empathy?
This is where emotional intelligence comes in and where it is clearly lacking. Emotional intelligence is not about being overly polite or avoiding difficult conversations. It is about understanding yourself, managing your emotions, and being aware of how your actions affect others. It is the ability to listen, to communicate clearly, and to respond with respect, even under pressure. In many ways, it is the foundation of how we work with others.
Yet, despite its importance, it remains one of the most overlooked skills in our workplaces today. Namibia has made significant progress in education. More young people are graduating, entering the workforce, and taking up important roles in society. On paper, this is a success. But in reality, there is a growing gap between being academically qualified and being able to work well with people. We are producing knowledgeable individuals but not always emotionally aware ones.
Our education system focuses heavily on passing exams, completing assignments, and gaining qualifications. While these are important, there is very little focus on how people understand themselves, manage emotions, or communicate effectively in real-life situations. As a result, many people enter the workplace without the skills needed to handle human interaction, and this becomes clear very quickly.
Workplaces begin to feel tense. Small issues turn into big conflicts. People avoid conversations instead of addressing problems. Teams struggle to work together not because they lack knowledge, but because they lack understanding. In public services, the impact is even more serious. People often arrive already stressed or in need of help, and the way they are being treated matters. A simple interaction can make someone feel respected or completely dismissed.
When emotional intelligence is missing, service becomes mechanical. The task may be completed, but the person is forgotten. Over time, these damages trust not just in individuals, but in institutions. Organizations must begin to take this seriously. Emotional intelligence is not a “soft skill” that can be ignored it directly affects teamwork, leadership, service delivery, and overall performance.
Workplaces that lack empathy often struggle with low morale, poor communication, and constant conflict. On the other hand, workplaces that value emotional intelligence feel different. People communicate better, teams work more effectively, leaders are more understanding, and clients feel respected. This creates not only better working environments, but also stronger and more trusted organizations.
So, what needs to change?
Firstly, we need to rethink education. Emotional intelligence should not be something people are expected to figure out on their own. It should be taught, just like any other skill. Schools and universities should include learning around communication, self-awareness, and how to work with others. These are not optional skills they are essential for both professional and personal life.
Secondly, organizations must go beyond one-time workshops. Emotional intelligence is not something you learn once it is something you develop over time. Workplaces need to create environments where people can reflect, receive feedback, and grow continuously. This means encouraging open communication, supporting learning, and leading by examples.
As an Organizational Learning and Development student, this is something I see clearly. There is a gap between what we are taught and what is expected of us in real workplaces. But it is also an opportunity, an opportunity to build workplaces where people are not only skilled, but also understanding; where service is not only delivered, but felt and where being professional also means being human.
Because in the end, being educated should not only mean being knowledgeable. It should also mean knowing how to treat people.
Frieda Nangolo is an Organizational Learning and Development student at the University of Namibia, passionate about improving workplace culture and promoting human-centered approaches to learning and leadership.
