The concept of an Emotional Bank Account was popularized by Stephen R. Covey in The 7 Habits of Highly Effective People and serves as a metaphor for the trust and goodwill built in relationships through positive interactions.

How It Works in Communication

Think of each relationship as having an emotional bank account, where every interaction is either a deposit (building trust and goodwill) or a withdrawal (eroding trust and causing strain). Just like a financial bank account, a healthy balance leads to strong relationships, while overdrafts lead to broken trust and difficulty in communication.

Deposits: Building Trust & Connection

• Active Listening: Genuinely listening and seeking to understand the other person.
• Keeping Promises: Following through on commitments and being reliable.
• Showing Appreciation: Expressing gratitude and recognizing efforts.
• Being Respectful: Speaking kindly, avoiding sarcasm, and showing empathy.
• Apologizing Sincerely: Owning mistakes and making amends when necessary.

Withdrawals: Damaging Trust & Connection

• Breaking Promises: Failing to follow through on commitments.
• Not Listening: Ignoring or dismissing someone's concerns.
• Criticism or Harsh Words: Speaking negatively or being overly critical.
• Lack of Empathy: Being dismissive of feelings or situations.
• Dishonesty: Any form of deceit or lack of transparency.

The Impact on Communication

This concept applies to everyone, whether you're working with clients, colleagues, or even family and friends. The Emotional Bank Account is a powerful metaphor because trust is built the same way in every relationship. If you're struggling to connect with someone, it might be a sign that your account is overdrawn. Strong, lasting relationships with your sphere of influence require consistent deposits—small actions that build trust over time. Invest wisely, and you'll create connections that lead to long-term success.

Just like with money, the health of your Emotional Bank Account depends on consistent deposits over time. For REALTORS®, those deposits are the newsletters, posts, and updates that educate, inform, and make your sphere of influence better homeowners. Each touchpoint builds trust, credibility, and goodwill ,so when the moment comes for them to make a move, you're the professional they already know and trust.

If you find yourself short on time to make those deposits consistently, that's where InTouch Systems steps in. We'll handle the communication for you, keeping your account full and your relationships strong—so you can focus on what you do best: serving your clients.