A Little Empathy Goes a Long Way
Inherent to the human condition is the desire to know that we are understood and valued. That is why the most essential management characteristic is empathy. The ability to connect with people to inspire performance is far more important than being an expert in your field or clearly articulating your expectations. An empathetic leader or manager can create an enjoyable work environment for employees, encouraging growth and productivity.
While most people understand their own emotions and feelings, it takes time and effort to develop empathy and learn what it means to walk in another person's shoes. Empathy enables you to envision yourself in the same situation if another person is struggling. You can respond with kindness and compassion by imagining how someone else's experience might make you feel. And although it can be challenging to quantify the ROI on empathetic leadership, there is a clear connection between empathetic management and increased employee and customer engagement.
Create a culture of empathy
It is incumbent upon all leaders within an organization to strive toward creating a culture that is rooted in empathy. To do so, you must first examine the current cultural norms of your organization. Is it one of empathy? Competition? Hostility? Aggression? Once you have defined the kinds of behaviors that are widely present, you can begin the work of changing them. Fortunately, human beings tend to conform to the behaviors of others. You can see this in everyday behavior. For example, if a group of people is conserving energy, water, or other resources, more people will be inclined to join in the effort.
Empathy generally lies with the silent majority. The loudest voices in the room are seldom the kindest. Toxic behaviors, traits, and social norms are often tolerated simply because they come from the squeakiest wheels. Savvy leaders recognize and acknowledge kind, compassionate, and understanding behaviors. This sets the tone for the rest of the team. Leaders can also cultivate an environment in which people make real, human connections with one another and truly understand what is urgent and important to their peers, colleagues, and customers.
Active listening
To foster empathetic leadership, you must employ active listening. All too often, we listen with the sole intended purpose of responding. To be an active listener, you need to shut your mouth and concentrate on the conversation. With verbal and nonverbal cues, let the other party know that you are listening to them and validating them. Make eye contact and summarize what they've said. That demonstrates that you understand their problems.
The bottom line
The bottom line is that empathy is good for the bottom line! Acknowledging the emotions and experiences of team members creates more engagement, which leads to better results in the form of increased revenue, improved customer relationships, and innovation.