The Power Of Empathy In Leadership Empathy isn't a feel-good, kumbaya moment that has no place in business; it's an essential skill, especially during times of crisis. Neuroscience backs this up, as I know from my education in psychiatry. Empathy activates the same brain regions involved in social bonding and trust. When leaders show empathy, they engage the parts of their teams' brains that build human connection. This fosters not just a healthier environment but also a motivated, resilient team.
When leaders use empathy, they manipulate the masses better, since they use emotion to achieve their goal, example from Michel Obama's speech. https://www.youtube.com/watch?v=sjaiEEz0CFk
As an executive leadership coach, I've observed that the most successful C-suite leaders have moved beyond merely acknowledging empathy's value. They're now grappling with a more nuanced question: How can empathy be strategically leveraged to drive organizational transformation and navigate the complex challenges of modern business?
While "78% of senior leaders acknowledge the importance of empathy, only 47% believe their companies are effectively practicing it." This gap between recognition and implementation presents a significant opportunity for forward-thinking leaders.
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People in the U.S. are increasingly polarized by politics, and that polarization is spilling into the workplace. Many workers don’t know how to show empathy and behave with civility and courtesy toward colleagues, customers, and clients who disagree with them—especially as the presidential election looms.
The good news is that empathy—the ability to understand the feelings of another person—can be learned, according to Sara Konrath, a social psychologist who directs the Interdisciplinary Program on Empathy and Altruism Research at the Indiana University Lilly Family School of Philanthropy in Indianapolis.
“We know that people can be trained to become more empathetic through a variety of programs and methods,” including role-playing exercises and “exposure to highly empathetic role models,” Konrath wrote in a Psychology Today blog post.
Cognitive empathy refers to the ability to understand another person's perspective, thoughts, and feelings without necessarily sharing their emotional experience. It plays a crucial role in effective leadership as it allows leaders to comprehend the needs and motivations of their team members, fostering better communication and decision-making. By leveraging cognitive empathy, leaders can build stronger relationships and create a supportive environment that encourages collaboration and trust.
This was a shocking display of detachment and highlights how leadership can fall short when they sacrifice empathy for expediency. And this isn’t an isolated incident either. It reflects a larger, troubling pattern of decision-making that prioritizes pragmatism at the expense of empathy. As these examples demonstrate, when leaders operate from a purely pragmatic perspective, decisions tend to backfire—which often damages morale and trust within the organization.
The most effective leaders, in my experience, know that tough decisions cannot be made with blind pragmatism. Instead, they ask better questions that force them to consider both the business and human impacts. How will this decision affect the people behind the numbers? What message does it send about our leadership?
The question of whether empathy — which refers to the ability to understand the experiences and emotions of another person — should be formally adopted as a leadership trait dates back years.
In 2020, the Marine Corps University published a paper on the findings of the Marine Corps Organizational Culture Research Project, which looked specifically at empathy as a leadership trait. According to the paper, “some Marines think empathy should be an organizational value, perhaps even finding its own place in the leadership acronym JJ DID TIE BUCKLE.”
The paper goes on to include feedback from Marines, including a major at Marine Corps Air Ground Combat Center Twentynine Palms, California, who was interviewed in 2017, and who talked about adjusting the 14 leadership traits to include empathy, but did so in the most Marine way possible:
This article examines the role of empathy in effective leadership. Through a review of scholarly literature from fields such as psychology, management, and health sciences, the article defines empathy and distinguishes it from related concepts like sympathy. It explores how empathy involves understanding others' perspectives and experiences on an emotional level.
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Alain Hunkins writes about leadership strategy that you can apply.
Empathy can be defined as showing people that you understand them and care how they feel. That sounds simple enough. But why is showing empathy—especially in the workplace—so hard?
Everyone in the workplace values empathy and recognizes empathy as key to driving performance outcomes. The top four perceived benefits of being an empathetic organization are:
Empathy is what distinguishes those who are leading from those who are manipulating their followers. True leaders influence others to follow them, and one of the ways they do that is through empathy. People get naturally attracted towards someone who cares about their feelings. The crisis period exposes many team leads as they are unable to rally their team. They don’t give hope; hence, they intensify the already tense atmosphere. They contribute to the state of despair because their words are depressing. They complicate the pain their followers are going through. However, this is not a trait of leadership.
Empathy is the ability to understand and share the feelings of another person. In the context of customer service, empathy involves actively listening to customers’ concerns, acknowledging their emotions, and responding with compassion and understanding.
Why is Empathy Important in Customer Service?
Enhanced Customer Satisfaction: When customers feel heard and understood, they are more likely to be satisfied with their experience, even if the issue isn’t fully resolved.
Increased Customer Loyalty: Empathetic interactions build trust and loyalty, encouraging customers to choose your brand over competitors.
Improved Brand Reputation: Positive customer experiences, fueled by empathy, can significantly enhance a brand’s reputation.
Reduced Customer Churn: By addressing customer concerns promptly and empathetically, businesses can reduce customer churn and retain valuable customers.
Boosted Employee Morale: Empowering employees to be empathetic can boost their morale and job satisfaction.
Being a good leader is challenging in the best of times. But in stressful or uncertain times, it’s even more daunting. As a manager, you are responsible for business results and your employees’ job satisfaction and well-being. It’s a tall order, especially when most people who find themselves in management roles were never taught how to manage.
The best way to make your employees feel respected and valued during stressful times is to be more empathic. Here’s what empathy looks like in the workplace and how to put it into practice:
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The skill of empathy in the leadership of AI companies is becoming increasingly essential as technology plays a more significant role in our lives.
Machines might be smart, but they don't do empathy. That's on us, h̶u̶m̶a̶n̶s̶ people. Transparency and honesty often feel counter-intuitive when you’re in the middle of a crisis. But that's exactly what is needed. Not just because it’s ethical but because telling the truth is essential in building and maintaining trust.
In a crisis, stakeholders—from customers to regulators—expect empathy, compassion, and moral judgment; inherently human qualities
The Importance Of Empathy But what exactly is empathy? In effect, it’s the ability to understand the feelings or viewpoints of someone else. It’s much more than sympathy.
Jamil Zaki, a research psychologist at Stanford University who works with business leaders and authored The War for Kindness: Building Empathy in a Fractured World, says, "One of the first hurdles I need to get over is this stereotype that empathy is too soft and squishy for the work environment." This stereotype is easy to disprove, and there are decades of evidence proving that empathy is a powerful asset in the workplace, what Zaki calls a "superpower."
Empathy is often hailed as a cornerstone of effective leadership, and for good reason. It’s not just about understanding the needs of others; it’s about stepping into their shoes, seeing the world through their eyes, and making decisions that benefit the collective rather than the individual. In a rapidly diversifying and evolving Malaysia, where socio-economic, racial, and religious differences sometimes create divides, future leaders must possess this quality if they are to guide the nation toward unity and inclusivity. And one of the most powerful ways to develop empathy is through volunteering.
Volunteering exposes individuals, especially youth, to the lived realities of others. It introduces them to communities they may have never interacted with otherwise—people from different social strata, races, and religious backgrounds. In doing so, it encourages them to listen, to learn, and ultimately, to care deeply about the struggles and aspirations of fellow Malaysians. This process of gaining empathy is not only essential for nurturing compassionate leaders but also critical for shaping a more inclusive Malaysia where all voices are heard.
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BY LISA HOLMES In today’s fast-paced and often unpredictable business environment, companies can longer rely on traditional top-down leadership. In its place, organizations are recognizing the profound impact of human-centric leadership—an approach characterized by empathy, transparency, and a genuine commitment to employee well-being.
As companies navigate challenges like remote work, mental health crises, and the need for greater diversity, the importance of empathetic leadership has never been clearer.
THE SHIFT TOWARD EMPATHETIC LEADERSHIP Empathetic leadership isn’t just a trend—it’s a necessary evolution in how we view leadership roles, and a solution to many workplace issues that organizations face today. 84% of employees believe that empathy is crucial for their leaders, according to a 2021 Harvard Business Review report.
El artículo destaca cómo el liderazgo centrado en el ser humano se ha convertido en clave para construir equipos exitosos. En un entorno empresarial tan dinámico y desafiante, el liderazgo tradicional de arriba hacia abajo ya no es suficiente. En su lugar, el liderazgo empático, caracterizado por la empatía, la transparencia y el compromiso con el bienestar de los empleados, se ha vuelto esencial. Según un informe de Harvard Business Review, el 84% de los empleados considera que la empatía es crucial en sus líderes. Este enfoque no solo mejora la productividad y el compromiso, sino que también aborda problemas actuales como el trabajo remoto, la salud mental y la diversidad, creando un ambiente laboral más inclusivo y colaborativo.
Maria Ross, an IU Kelley School of Business graduate, is sharing her expertise on empathy with the release of her new book, The Empathy Dilemma. Known for her work on strengthening empathy in the workplace, Ross aims to help people practice empathy not only in their professional lives but also in personal interactions. “Empathy is about being able to see, understand, and, where appropriate, feel another person’s perspective and then act with compassion,” she explained.
Ross emphasizes that empathy is not about agreeing with someone or simply being nice. Instead, it’s a way to gather information and understand others’ points of view. “You can have an empathetic conversation without needing to be converted. Empathy is about connection, not conversion,” she said. This means that even if two people see an issue differently, understanding each other’s perspective can help find common ground.
In the latest episode of HR Works podcast, we wrap up our conversation on the transformative impact of kindness and empathy in workplace leadership with Jamie Graceffa, VP, Learning, Development & Culture at Quanterix. Jamie is also author of Kind Cards, which he created to help HR leaders and organizations develop kindness skills at work.
In part three, listen in as we discuss the importance of developing workplace leadership skills, how leaders can balance the need for kindness with the demands of a competitive business environment, and more.
Empower Your Leadership with Sensitivity & Empathy.
Join a Unique Gathering of Visionary Thought Leaders and Deep Thinkers as we redefine the Strength of Sensitivity and the Power of Empathy in the Workplace.
Simon discusses how understanding and trust are the bedrocks of highly effective teams. Learn methods for nurturing these qualities in your team, and why empathy isn't just a nice-to-have but a must-have in today's leadership.
How to practice empathy. Here are three strategies I teach for integrating empathy into your daily business practices.
Use active listening. Seek to understand the perspectives of those who might be affected by business decisions—before making the decision. This can help prevent or mitigate impacts.
Consider the long term. Many businesses are focused on short-term thinking—how to increase profits each quarter. However, what’s good in the short term might not be good for the long term. When you consider the long-term consequences (and relationships), think beyond immediate benefits and consider the impact of your choices down the line.'
Finally, use role-play. When facing a difficult decision, simulate different scenarios with your colleagues and consider how others might react.
In a recent interview, Microsoft’s CEO emphasized a profound insight: empathy is the most significant source of innovation. This statement resonates deeply, positioning empathy not only as a human value but as a teachable skill essential for meeting people’s needs, fostering innovation, and engaging employees.
Empathy, when combined with compassion, transcends simply recognizing emotion; it compels leaders to take meaningful action. Exemplary leaders don’t just acknowledge the emotions of their teams; they actively respond to them. This approach has become critical in today’s leadership landscape, which has evolved from the hierarchical models of 20-30 years ago. Today’s leaders are responsible for developing the next generation of leaders, with empathy and compassion at the forefront.
Leading With Empathy Empathy is a critical leadership skill that helps foster trust and understanding. Empathy isn’t about agreeing with someone but rather about understanding their perspective and responding to their needs. It allows leaders to connect with their team members on a deeper level, which builds loyalty and encourages a collaborative atmosphere.
• Practice active listening. When employees voice concerns or ideas, listen without interrupting. Show that you’re engaged by summarizing what they’ve said and asking clarifying questions. For example, "It sounds like you’re concerned about the project timeline. Can you tell me more about what’s causing the delays?"
Being a good leader is challenging in the best of times. But in stressful or uncertain times, it’s even more daunting. As a manager, you are responsible for business results and your employees’ job satisfaction and well-being. It’s a tall order, especially when most people who find themselves in management roles were never taught how to manage.
The best way to make your employees feel respected and valued during stressful times is to be more empathic. Here’s what empathy looks like in the workplace and how to put it into practice:
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Leena Nair, CEO of iconic French fashion house Chanel, advocated for compassionate leadership and said she believes in kindness and compassion. However, she added, that people do not care for empathetic leaders.
In an interview with Stanford Graduate School of Business’s “View From The Top,” Nair suggested that, doing things, even the tough ones, compassionately is very important to her.
“I truly believe in benevolence, kindness, compassion, and empathy. You have to do tough things in business, but doing them compassionately is very important to me,” she said.
When speakers at the recent Democratic National Convention (DNC) emphasized Vice President Kamala Harris's empathy, they weren’t just highlighting a personal trait—they were advocating for a type of leadership deeply connected to people's needs and experiences. Today, empathy in leadership is increasingly recognized as essential for effective governance, crisis management, and uniting diverse communities.
Portraying Harris as an empathetic leader wasn’t just about enhancing her appeal. It reinforced the idea that empathy is central to leadership in the 21st century. As someone who believes in the power of empathy, I couldn’t resist collecting a few quotes from last week that struck me:
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