Why Emotional Intelligence Beats Procurement Process Policing

Procurement has long battled a perception problem. Too often seen as the "process police", it’s painted as a blocker that slows things down, enforces rigid protocols, and says “no” more often than “yes.”

But that reputation is not only outdated - it’s a barrier to progress. The modern procurement function has an opportunity to reposition itself as a strategic partner, not a procedural hurdle. And the key to doing that isn’t more process. It’s more people skills.

The real reason stakeholders bypass procurement

Every procurement team has felt the sting of being bypassed. Stakeholders sourcing their own vendors. Contracts being signed without review. NDAs flying under the radar.

It’s tempting to respond with escalation. With process reminders. With stern warnings about non-compliance.

But as Moundir Khenfous, Director of Indirect Procurement at CAE. shared on Procurement Reimagined, this kind of friction often reveals something more fundamental: the process doesn’t work for the business.

“Maybe the box needs to be re-challenged. We need to rethink it to infuse agility into the box so that people can embrace it.”

When procurement is seen as a blocker, people will find ways around it. When it’s seen as a partner, they’ll come to you first.

The power of empathy and curiosity in procurement

Emotional intelligence, particularly empathy, curiosity, and adaptability, is what separates good procurement from great procurement.

These are the skills that help teams:

• Understand what the business actually needs
• Spot misalignment before it causes delays
• Reframe processes in ways that support, not stifle, innovation.

A procurement team that listens deeply and adapts quickly can still enforce governance, but in a way that feels enabling, not controlling.

From escalation to enablement

One of the most powerful examples from Moundir’s experience was the idea of building self-serve frameworks. Instead of pushing back on low-risk stakeholder-led deals, procurement can enable them through pre-approved templates, negotiated terms, and automated guardrails.

That’s soft power in action: designing systems that guide behaviour without needing to police it.

The result?

• Fewer bottlenecks
• Stronger internal relationships
• Better adoption of procurement practices.

And most importantly, a reputation for helping the business move faster, not slowing it down.

Redefining procurement leadership

Leadership in procurement isn’t about owning the process. It’s about influencing outcomes.

It’s about recognising that saying “yes, and here’s how” is more effective than saying “no, because policy says so.”

It’s about using emotional intelligence as a strategic tool; building trust, creating alignment, and helping teams make better, faster decisions.

Procurement’s future isn’t just technical. It’s human. And the teams who embrace emotional intelligence as core to their role will find themselves leading the function’s evolution, not just managing it.

The most powerful tool in your procurement toolkit? It might just be your ability to listen.

If you want to hear more insights from procurement experts, listen to Procurement Reimagined.