Workplace Capability Spotlight: Empathy's Powerful Impact
In an intense business landscape, reminiscent of a brutal fistfight, a frequently overlooked talent that leaders must possess or develop is the ability to exhibit empathy.
Barriers to Empathy
Businessolver's 2024 State of Workplace Empathy report, their ninth annual report, unveiled a startling 23-point gap between employees' and CEOs' perceptions of empathy towards each other.
Jon Shanahan, the organization's president and CEO, commented, "Barriers persist, especially for CEOs who fear they'll be challenged or seen as weak if they use empathy." This perception can inflict significant damage on a company's cultural climate.
The report also revealed that 63% of CEOs, 47% of HR professionals, and 42% of employees reported difficulties in consistently demonstrating empathy. Even more alarming, 37% of CEOs believed empathy had no place in the workplace.
The Importance of Empathy
Empathy is essentially the capacity to comprehend another person's feelings or viewpoints. It extends beyond sympathy.
Jamil Zaki, a research psychologist at Stanford University who collaborates with business leaders and authored The War for Kindness: Building Empathy in a Fractured World, argues, "One of the first obstacles I need to overcome is the stereotype that empathy is too soft and sentimental for the work environment." This stereotype is quickly debunked, and there's ample evidence proving that empathy is a formidable advantage in the workplace, which Zaki likens to a "superpower."
Research shows that employees with empathetic bosses take fewer days off due to stress-related ailments, report less burnout, have improved morale, and are more likely to remain with a company. They also become more innovative and daring risk-takers.
Yet, as artificial intelligence increasingly takes over responsibilities in the workplace, is empathy — or the lack thereof — even relevant anymore?
Melissa Swift, author of Work Here Now: Think Like a Human and Build a Powerhouse Workplace, contends that empathy is more significant than ever before. She contends, "As technology does more and more, we’re heading towards 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 stresses that workers still desire human-centric leadership.
Furthermore, Harvard Business Publishing research discovered that the top 7% of "top performing" organizations were significantly more likely to emphasize empathy in their organizational culture.
Strategies for Empathetic Leadership
The upside is that empathy is a skill that can be developed. I've found the following strategies helpful in working with diverse clients across the country:
Prioritize Work-Life Balance
Leaders must recognize that employees have lives outside of work, filled with their own demands and pressures. Therefore, discover ways to acknowledge and support employees in their attempts to balance their responsibilities at home and at work.
Inquire about their lives beyond work, offer flexible working hours or remote work options, and encourage them to take their time off when due—many decline.
Beyond Lip Service
Leaders aiming to be empathetic might say, "I can see how challenging this is for you." But that's not enough. Words alone are insufficient. Take tangible action to resolve the problems they have encountered or address their concerns and complaints.
Active Listening
Let individuals know that you have listened, not just heard their perspective or feelings. You can reassure them by paraphrasing what they've said and replying with, "So, what I hear you saying is..." Or, "Let me make sure I am understanding. Can you please repeat what you just said?"
Show Curiosity
By demonstrating genuine curiosity with questions, you can strengthen your connection with team members. You communicate that they are more than just a paycheck, by showing interest in their career aspirations and celebrating their accomplishments — both personal and professional.
Foster Transparency
Establish an open and judgment-free environment where all team members know they are free to express their concerns without fear of reprisal. In turn, leaders must be transparent about corporate decisions and changes.
Don't make personal issues off-limits. Previously, employees felt that their work and personal lives should be kept separate, and any personal matters had to be left at the door once they entered the office. That's easier said than done. Encourage your team to share if they want, in a safe environment.
Persistence
For some, empathy comes naturally, while for others, it's a skill that needs to be learned. It won't happen overnight, but incorporate as much of the advice above as soon as possible, and you will undoubtedly witness the benefits.
Wrapping Up
Empathy's transformative power underscores its significance as a crucial leadership asset. As leaders integrate empathy into their professional ethos, its advantages—enhanced employee wellbeing, increased innovation, and stronger loyalty—become evident.
Embracing empathy challenges outdated perceptions of leadership weakness and propels organizations towards a more dynamic and resilient future.
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In light of the findings in Businessolver's 2024 State of Workplace Empathy report, it's worth noting that Jason Richmond, as a CEO, could benefit from understanding and addressing the barriers to empathy, especially if he belongs to the 37% who believe empathy has no place in the workplace.
Jamil Zaki, in his collaborations with business leaders, emphasizes the importance of overcoming the stereotype that empathy is too soft for the work environment, a point that Jason Richmond might find valuable.
