Why Emotional Intelligence Comes First at Amgen
One biopharmaceutical company starts leadership development with emotional intelligence (EQ) because they believe EQ is the foundation for all other leadership skills. Lorna Hutchison-Milloy, Associate Director of Leadership Development and Coaching at Amgen, puts it simply: “Pretty much the first thing we do in our leadership development program is train emotional intelligence.”
Her small but mighty team develops over 100 first- and second-line field leaders each year. And they don’t treat EQ as an optional add-on. They treat it as the essential starting point.
What Is Emotional Intelligence in Leadership?
Emotional intelligence means understanding and managing your own emotions while also understanding the emotions of others. At Amgen, leaders train in four core EQ skills:
- Self-awareness – Knowing what you feel and why.
- Self-management – Controlling your reactions.
- Social awareness – Reading other people’s emotions.
- Relationship management – Building trust and handling interactions well.
These skills matter for every leader. But for field leaders who work directly with teams and customers, they are critical. “Field leaders need emotional intelligence to read a person and adapt on a sales call,” Hutchison-Milloy explains.
How Amgen’s EQ-First Program Works
The program starts with a simple, repeatable structure:
- Self-assessment – Leaders take an EQ test to see where they stand.
- Workshop – They learn a practical language for emotions and social skills.
- Development plan – Each leader creates a personalized EQ growth plan.
- Revisit and practice – They check progress over six to nine months.
“We never change after one workshop,” Hutchison-Milloy says. “The point isn’t to get leaders to nod along. It’s to get them to notice themselves in real situations—and choose a different response.”
EQ Creates the Right Environment for Coaching
Amgen’s leadership program focuses heavily on coaching skills. But coaching only works when leaders create a safe, open environment. That’s where EQ shines.
Without emotional intelligence, a coaching conversation can go wrong. The leader might rush, judge, or lose patience. With EQ training, leaders learn to slow down, listen, ask questions, and stay curious. This makes coaching conversations more effective.
AI as a Practice Partner
Amgen also uses AI simulations to help leaders practice. Leaders talk to an AI persona that acts like a real employee. The AI records the conversation and gives feedback. This low-stakes practice helps leaders build confidence before real coaching sessions.
A Simple EQ Strategy You Can Use Today
Hutchison-Milloy’s favorite EQ trick comes from neurolinguistic programming (NLP). It’s called “anchoring.” You pick a trigger—like a song, a short walk, or a mantra—to shift your mood when you feel stressed or frustrated.
For her, the trigger is Beethoven’s Fifth Piano Concerto. When she feels distracted or negative, she hums the tune to reset. You can try this yourself. Choose an anchor in advance. Use it when you need to regain calm and focus.
Key Takeaways for Leaders
If you want to build better leaders, start with emotional intelligence. Here are three lessons from Amgen’s approach:
- Measure before you motivate. Use an EQ assessment first. Then build a plan and revisit it often.
- Treat coaching as an EQ practice field. Every coaching conversation is a chance to use self-awareness, empathy, and relationship skills.
- Use more reps, not more lectures. Practice with role-plays or AI simulations. Leaders get better by doing, not just listening.
Emotional intelligence is not a soft skill. It is the foundation for strong leadership. When leaders build EQ first, they learn everything else faster and more effectively.
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