A manager’s guide to empathy in the workplace
This article was updated on December 4, 2023.
Written by Michael Feder
Reviewed by Jessica Roper, MBA, director of Career Services at University of Phoenix
Business leaders face substantial challenges. They also play an important role in supporting those within their circles of influence. Effective leaders acknowledge hurt and struggles, address shortcomings within structures, and promote understanding, often beyond business objectives. Those in roles of authority can “up their game” by leading with empathy in the workplace.
Why is empathy in the workplace important?
Empathy in the workplace, and empathy in general, is recognizing and understanding the feelings, motives and situations of others and being sensitive to them. When managers use their empathetic leadership skills, it helps them better understand why and how employees react to certain situations and gives then insight into their perceptions. This has always been an important leadership skill always, but it’s even more critical in times of uncertainty.
A survey of managers and non-managers conducted by the Institute of Leadership and Management found that employees have higher levels of trust in CEOs who exhibited greater levels of empathy. Trust is necessary for collaborative performance and ultimately for success.
Some leaders may be skeptical that they can develop empathy as a skill. Empathy in the workplace can be developed. The key is to focus on communication and listening.
Poor listening skills can lead to poor relationships and poor performance, which benefits no one. Managers should let employees know they are open to conversation. And when they do approach, actively listen to them while maintaining eye contact, avoid interruptions, pay attention to non-verbal behavior. Communication includes speaking, writing, reading and listening. Executive coach Marshall Goldsmith said that listening is the primary skill that separates the great leaders from the near-great leaders.
As a manager, listen… truly listen
In order to demonstrate empathetic leadership and truly show empathy in the workplace, managers need to take a genuine interest in their employees’ circumstances, acting as a person first and a manager second in their communication. Rather than jumping straight into a business-related discussion, start each employee conversation by asking how they are doing, how they are handling recent events, and if they need any assistance as we continue to work towards goals.
Seek to understand
Authentic leaders strive to understand and consider the circumstances that may impact an employee’s work. When an employee communicates that they are experiencing a challenge, it positions a manager to better provide guidance and support them within the scope of their job. Consider ways to alleviate stressors while still maintaining expectations. For instance, in some situations it may be appropriate to temporarily reassign duties as an employee works through personal and professional obstacles. This proactive example shows how a manager might show empathy toward employees in the workplace.
Recognize and appreciate the person’s point of view
Manager should let employees know they're seen as more than a deadline or a deliverable.
Empathy in the workplace means recognizing and appreciating the feelings of others and their view and perspective. When people feel supported, they respond in kind. From a business perspective, this builds rapport and loyalty within the organization.
Build a safe space and create empathy in the workplace
When managers use empathy in the workplace, in times of both turmoil and calm, they help team members feel safe in work situations that may be challenging. After a failure or error, employees will look to their manager to better understand where they fell short and seek guidance on how to do it right the next time. When managers seek to understand employees, they’re better able to guide performance improvement, and those who are excelling will stretch themselves.
Want to avoid playing favorites with employees? Watch this video Avoiding Favoritism in the Workplace: Causes, Impacts, & Solutions.
ABOUT THE AUTHOR
A graduate of Johns Hopkins University and its Writing Seminars program and winner of the Stephen A. Dixon Literary Prize, Michael Feder brings an eye for detail and a passion for research to every article he writes. His academic and professional background includes experience in marketing, content development, script writing and SEO. Today, he works as a multimedia specialist at University of Phoenix where he covers a variety of topics ranging from healthcare to IT.
ABOUT THE REVIEWER
Jessica Roper, University of Phoenix director of Career Services, is a seasoned leader with over 15 years of experience in leadership within higher education. She has honed her expertise in student services and career development and is passionate about helping others discover and refine their skills.
This article has been vetted by University of Phoenix's editorial advisory committee.
Read more about our editorial process.
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