Research Shows: Empathy, An Effective Leadership Skill

Empathy has been a leadership buzzword for quite some time. Many leaders view empathy as an inherent trait rather than a skill that can be nurtured and developed. Yet, academic research consistently demonstrates that empathy training can enhance relationships and improve workplace dynamics.

In 2021, Forbes declared empathy the most important skill for leaders to possess and develop. In 2024 Businessolver released a report titled “2024 State of Workplace Empathy Report” in which they outlined that over 50% of employees experienced a mental health issue this past year, and 67% of them felt that crisis was viewed as a burden by their company. In that same report, more than half of CEOs reported that it’s difficult to demonstrate empathy and 80% believe that empathy is defined as “being nice.” The report concluded that while empathy is a desired skill in the workplace, most don’t utilize it either due to a lack of understanding or a lack of will.

What is Empathy in the Workplace?

Conventional wisdom tells us that empathy is about “putting yourself in someone else’s shoes” or following the golden rule of treating others the way we would like to be treated.

While this is true to an extent, leaders who think about empathy in this way run the risk of centering themselves at the expense of the very people they are trying to support.  The most inclusive and effective leaders take themselves out of center stage and spotlight the needs and concerns of others. 

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Empathy in the workplace is the ability to understand and share the feelings, perspectives, and experiences of colleagues. It involves recognizing and validating others' emotions and viewpoints, fostering a supportive and inclusive environment.

Here are some key aspects of empathy in the workplace:

1. Active Listening: Empathy begins with truly listening to what others are saying, not just hearing their words. This involves giving full attention and acknowledging their feelings.
2. Understanding Perspectives: Empathetic leaders and colleagues try to see situations from others’ viewpoints, which helps in resolving conflicts and enhancing teamwork.
3. Emotional Intelligence: Empathy is a core component of emotional intelligence, enabling individuals to manage their own emotions while also recognizing and responding to the emotions of others.
4. Building Trust: When employees feel understood and valued, it fosters trust and openness, leading to better collaboration and communication.
5. Encouraging Inclusivity: Empathy promotes a diverse and inclusive workplace where everyone feels safe to express themselves and contribute.
6. Conflict Resolution: Empathetic individuals are better equipped to navigate conflicts, as they can approach issues with understanding and compassion rather than judgment.
7. Employee Well-being: Cultivating empathy can improve overall employee satisfaction and well-being, as it creates a supportive work culture where individuals feel cared for.

Three Ways to Demonstrate Empathy in the Workplace

Recognize differences as well as similarities

We often confuse empathy with sympathy. When we sympathize, we see something in the feelings or experiences of others that we have felt or experienced ourselves. Sympathy is thinking “I know how you feel. I’ve been there.”

Empathy is a bit more complicated. In addition to seeing a similarity, empathy sees a difference. Empathy is thinking “I care about how you feel, even if I’ve never been there.”

The most inclusive and effective leaders know that their experience of work or the world isn’t the only experience. This doesn’t mean that empathy is futile. While we might not be able to understand everything about people whose lives are different than our own, we can always demonstrate that we care by acknowledging this difference. 

Put Into Practice: Start by engaging in self-reflection. Assess the experiences that have shaped your perspective and contrast them with the feelings and experiences expressed by your colleagues.

For Example: If a team member shares that they feel overwhelmed by a recent project deadline, ask yourself, “Have I ever felt overwhelmed by a deadline on this team or a previous role? What specific situations contributed to those feelings?”  

As you contemplate your answers, pay attention to both the similarities and differences in your experiences. Use these insights to guide your discussions with your colleague. You might say, “I remember feeling stressed during a similar project. What specifically is contributing to your sense of overwhelm?” This approach allows you to connect with their feelings while fostering a deeper, empathetic conversation.

Ask More Questions

Questions are a simple and effective way to demonstrate empathy, but we sometimes forget or are hesitant to ask them.  Many leaders are under so much pressure to make decisions quickly that it can feel like there simply isn’t time. But if we want to practice empathy, we must make time.

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Asking questions shows others that you believe you can learn from what they have to say.

Put Into Practice: Try adopting the rule of three. In meetings, ask for at least three opinions before you provide your own. When you’re decision-making, reach out to at least three people for their opinion before you form your own.

For Example: During a team meeting where a colleague shares their challenges with a recent project, instead of immediately jumping in with your own thoughts, adopt the rule of three. You might say, “I appreciate your insights. I’d like to hear from a few more team members before we move forward. Is anyone else facing similar or different challenges with this project?” After gathering input from at least three colleagues, you can then provide your perspective. If someone mentions they felt unsupported during the project, you might follow up with an open-ended question: “What specific support do you feel would have helped?” This approach not only validates their feelings but also encourages a more inclusive dialogue, demonstrating that you value their experiences and insights.

Pro-Tip: Leaders who are hesitant to use questions as part of their empathy skillset often worry about being too invasive or making their team members uncomfortable. To alleviate this concern, focus on asking open-ended questions that encourage dialogue without putting anyone on the spot.  

For instance, instead of posing pointed questions like, “Have you experienced X or Y?” which may feel accusatory or limiting, try asking, “What has your experience been?” or “Could you tell me more about your time on that team?” 

This approach fosters inclusivity and demonstrates a genuine desire to understand how team members feel. By framing your questions in a way that invites broader sharing, you signal that you value their input and perspectives.

For example, if a team member is hesitant to speak up, they may appreciate hearing you say, “I’m really interested in understanding how each of you feels about this project. Your insights are important to our success, so please share whatever you feel comfortable with.”

This not only encourages participation but also creates a safe space where everyone feels their contributions are valued, reducing the likelihood of anyone feeling singled out or attacked. Remember, the goal is to promote an open dialogue that strengthens team cohesion and trust.

Learn to Listen

Most of us know how important listening is to practicing empathy, but most of us also think we're better at it than we actually are.

Luckily, anyone can learn to listen more empathically.

Put Into Practice: Start by practicing active listening without interruption. Resist the urge to speak over others or finish their sentences and become comfortable with silence while they gather their thoughts. This not only allows them to express their ideas fully but also conveys that you value their unique perspectives.

For Example: In your next team meeting, focus on listening attentively as each team member shares their thoughts. If someone struggles to articulate their idea, refrain from jumping in to help them along. Instead, allow for a moment of silence.

You might say, “I appreciate your insights, and I want to make sure we hear everything you’re thinking.” This signals your genuine interest in their perspective. 

To take this practice further, actively seek out individuals who may have radically different viewpoints from your own. For instance, if you work in marketing, consider reaching out to someone in finance to ask for their input on a campaign strategy. You could say, “I’d love to hear your thoughts on how our marketing initiatives align with our budget goals.”

After your conversations, reflect on the perspectives you’ve gathered.

Ask yourself:

• Who makes the list of individuals whose input you value?
  • For example, do you consistently turn to your marketing peers for feedback, or do you also include insights from colleagues in product development or customer service?
• How diverse is this list?
  • Consider whether you’re engaging with people from different backgrounds, experiences, or departments.
• Are you listening broadly, or are you trapped in an echo chamber of similar opinions?
  • This reflection will help you identify areas for improvement, ensuring that you foster an inclusive environment where varied ideas are heard and appreciated, ultimately leading to more innovative solutions and stronger team collaboration.

Cultivating empathy within the workplace is not just a trend—it's a critical leadership skill that can drive positive change and foster a more inclusive and productive environment.  

While many leaders may view empathy as an innate quality, it is clear from research and real-world experiences that it can be learned and refined through intentional practice. By actively listening, asking thoughtful questions, and recognizing the diverse experiences of team members, leaders can build deeper connections and create a culture where everyone feels valued and understood.

As we navigate the complexities of the modern workplace, empathy will be key to enhancing collaboration, resolving conflicts, and supporting employee well-being. When leaders prioritize empathy, they not only uplift their teams but also contribute to a healthier organizational culture that promotes creativity and innovation. The commitment to empathetic leadership is a journey, one that requires ongoing reflection and growth.

Let’s embrace this journey together, understanding that by nurturing empathy, we are investing in the success and happiness of our teams and, ultimately, our organizations.

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