Empathy As A Workplace Superpower

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By, Jason Richmond

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​In a competitive business world, sometimes resembling a bare-knuckles brawl, there’s an often-disregarded skill that leaders need to exhibit (or need to acquire if they don’t already have it): The ability to display empathy.

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Barriers To Empathy

Businessolver’s 2024 State of Workplace Empathy report, its ninth annual report, uncovered a shocking 23-point gap between employees' and CEOs’ perceptions of empathy in each other.​

Jon Shanahan, the organization’s president and CEO, commented, "Barriers persist, especially for CEOs who feel they’ll be challenged or viewed as weak if they use empathy." Such a stigma can cause lasting harm to your company's cultural environment.

The report also showed that 63% of CEOs, 47% of HR professionals and 42% of employees said it was hard for them to consistently demonstrate empathy. Worse still, a staggering 37% of CEOs maintained empathy doesn’t even have a place in the workplace.

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​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."

Studies show that workers with empathetic bosses take fewer days off through stress-related illnesses, report less burnout, have improved morale and are more likely to remain with a company. They also become more innovative and creative risk-takers.

However, with artificial intelligence playing an increasingly dominant role in the workplace, is empathy—or lack of empathy—even important anymore?

Melissa Swift, author of Work Here Now: Think Like a Human and Build a Powerhouse Workplace, makes a strong case that empathy is more valuable than ever. She writes, "As technology does more and more, we’re barreling toward a world where behaviors like empathy become the only thing that matters."

A study by Capgemini found that with routine tasks becoming automated, a company’s need for the entire spectrum of emotional intelligence might become up to six times greater, while other research emphasizes that workers still want human-centric leadership.

Furthermore, Harvard Business Publishing research found that the top 7%of "top performing" organizations were much more likely to say empathy is emphasized in their organizational culture.

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Strategies Toward Empathetic Leadership

The good news is that empathy can be an acquired skill. Here are some strategies I have found useful working with clients across the country: Work-Life Balance

Leaders need to appreciate that employees have lives outside of work with their own set of demands and stresses. Therefore, find ways to recognize and support employees in their efforts to balance their responsibilities at home as well as at work.

Proactively ask what is going on in their lives outside of the work environment, provide flexible work hours or remote work options and encourage them to take vacation time they’re due—many people don’t.

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Don’t Just Pay Lip Service

Leaders trying to be empathetic may well say, "I can see how painfully hard this is for you." But that’s not enough. Words alone aren’t sufficient. Take concrete action to resolve a situation they have encountered or address whatever concerns and complaints they have raised.

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​Become An Active Listener

Let people know that you haven’t just listened—but you’ve heard and understood their point of view or feelings. You can paraphrase what someone has said and reply, "So, what I hear you saying is…" Or, "Hold on, I want to make sure I understand. Could you repeat what you just said?"

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Be Curious

The more you ask questions and demonstrate authentic curiosity, the more you enhance and strengthen your relationships with members of your team. You show them that they’re much more than a name on a paycheck. Display genuine interest by inquiring about their career goals and celebrating their accomplishments—both personal and professional.

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Open Up

Develop a judgment-free environment where all team members know they can speak honestly and openly about any of their concerns. In turn, leaders need to be transparent about corporate decisions and changes.

Don’t make personal problems off-limits. It used to be the case that employees felt that their work and home lives were to be kept apart and that any personal issues had to be removed from their minds once they entered the office. That’s easier said than done. Managers should provide a safe environment where people feel comfortable sharing if they want to.

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Don’t Give Up

For some people. being empathetic comes naturally, while for others, it’s a skill that needs to be acquired. It won’t happen overnight, but implement as much of the above advice as soon as you can, and I am certain you will see the benefits.

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Summing It Up

The transformative power of empathy stands out as a crucial leadership asset. As leaders navigate integrating empathy into their professional ethos, its benefits—enhanced employee well-being, increased innovation and stronger loyalty—become evident.

Embracing empathy not only challenges outdated perceptions of leadership weakness but also propels organizations toward a more dynamic and resilient future.