Ralph Caruso on Hiring for Heart: Why Emotional Intelligence Beats Experience in Today’s Workplace
In the traditional hiring world, resumes reign supreme. Years of experience, credentials, and hard skills often top the list of priorities for most employers. But according to successful entrepreneur Ralph Caruso, the smartest hires today aren’t always the ones with the longest resumes—they’re the ones with the deepest emotional intelligence.
“Technical skills can be taught,” says Caruso. “But character, empathy, and the ability to lead with awareness—that’s what creates strong teams and lasting impact.”
In this post, Ralph Caruso explains why emotional intelligence (EQ) is no longer a “soft skill,” but rather a strategic necessity—and how entrepreneurs can build better, more human companies by hiring for heart over history.
Why Emotional Intelligence Matters More Than Ever
Emotional intelligence is the ability to recognize, understand, and manage your own emotions—while also being able to empathize with and respond appropriately to the emotions of others. It includes self-awareness, communication, adaptability, and conflict resolution.
In today’s fast-moving business environment, where remote teams, customer centricity, and high-stakes innovation are the norm, EQ is not just helpful—it’s mission-critical.
“People who are emotionally intelligent are better collaborators, better listeners, and better leaders,” Caruso explains. “They’re also less reactive and more resilient when challenges arise—which is pretty much every day in a startup.”
Experience Can Be Overrated
Caruso isn’t suggesting that experience is irrelevant—but he does believe it’s often over-prioritized, especially in early-stage companies.
“You can have someone with 20 years in a role, but if they can’t adapt, collaborate, or treat people with respect, they’ll slow your culture down,” he says.
He’s seen it happen firsthand: an impressive hire with all the technical boxes checked, but none of the emotional maturity required to handle fast growth or change. On the flip side, he’s also hired professionals who were hungry, self-aware, and team-oriented—with half the resume experience—and they became top performers.
“The future belongs to people who can manage themselves and inspire others—not just complete tasks,” Caruso adds.
The Cost of Low EQ in the Workplace
Hiring someone who lacks emotional intelligence can cost a business dearly. Common consequences include:
- High employee turnover
- Toxic work environments
- Lost productivity due to miscommunication
- Damaged client relationships
- Leadership breakdowns
Ralph Caruso believes the “invisible” costs of poor emotional fit are often the most expensive. “People don’t leave companies—they leave managers and toxic cultures,” he says. “Hiring the wrong person culturally can undo years of progress.”
What Hiring for Heart Looks Like
So, how do you actually hire for emotional intelligence? Ralph Caruso shares a few practical strategies:
- Ask Behavior-Based Questions
Instead of just focusing on technical experience, ask how candidates handled difficult team dynamics or gave feedback in tense moments. Look for signs of self-awareness, empathy, and adaptability. - Prioritize Listening Over Talking
Pay attention to how candidates listen and respond. Are they engaged and thoughtful, or just waiting to talk about themselves? Caruso believes this is one of the easiest tells for emotional intelligence. - Check Emotional References
When calling a reference, don’t just ask about performance—ask about attitude, team fit, and how the person responded to stress or criticism. - Watch How They Treat Everyone
Whether it’s a receptionist, intern, or fellow candidate in the waiting area, how someone treats people they don’t “need” to impress speaks volumes.
Building a Culture Around EQ
Hiring for the heart isn’t just about individual team members—it’s about building a company culture where empathy, honesty, and resilience are encouraged.
Caruso makes it clear: “If you want a high-performing team, make sure you model emotional intelligence yourself. Leaders set the emotional tone.”
He encourages entrepreneurs to provide ongoing emotional intelligence training, create safe spaces for feedback, and celebrate people not just for hitting targets—but for how they treat others along the way.
Final Thoughts: Hire for Who They Are, Not Just What They’ve Done
In a world where AI can write code, analyze data, and automate tasks, human-centered skills are becoming the true competitive edge. Emotional intelligence isn’t fluff—it’s future-proof.
As Ralph Caruso says, “Great businesses are built by great people. And great people aren’t just smart—they’re emotionally aware, humble, and kind.”
So the next time you’re hiring, look past the polished resume and ask yourself: Does this person have heart?
Chances are, that’s who you’ll want in your corner when things get tough—and when they take off.