“Take the emotion out of it. This isn’t personal; it is business.” That was the response received early in my career from a new boss when sharing a tough client situation. I had reached out to him for guidance because I needed to talk through the issue and was seeking support. How could they dismiss so abruptly how I was feeling? I did not feel understood or valued.
Had my boss taken the time to show empathy to my perspective, that interaction would have been much different for me. Empathy is about genuinely looking to understand someone else’s perspective, which creates a connection. Thinking about what it would be like to walk in someone else’s shoes helps to create an understanding of their experience in a genuine way. Empathy is a key component of emotional intelligence and crucial skill in business.
Why Empathy Is a Crucial Skill in Business
Interactions between people are a part of every business at varying levels. People are dynamic, and not everyone experiences the world in the same way. These varying perspectives can create conflicts, misunderstandings, and emotions among those within a company and anyone that does business with them. Every aspect of our lives affects our perspective and how we see the world. Our business world is a part of our life.
Although many people might see our personal and professional lives are separate and should stay that way, it is impossible to separate them. We are all human beings with thoughts, feelings, and opinions that affect all areas of our lives, even our workplace. Our country and the entire world continue to face the effects of the COVID-19 pandemic and current issues of racial inequalities in our country. Many are deeply affected. Empathy is critical, now more than ever and an empathetic workplace imperative.
Our emotions and feelings cannot simply be left at the door as you cross the threshold of the workplace. Interacting with leaders, employees, colleagues, and clients with empathy reinforces who we are and how we feel is not only welcome but also encouraged in the workplace and through our business transactions.
In the interaction between my boss and myself mentioned earlier, I did not feel like my perspective mattered, and I hung up the phone feeling worse. I called my boss, my mentor, seeking guidance in a situation with a client who needed my help solving a problem, yet that client was not forthright with the root of the problem. Had my boss acknowledged my feelings and helped me brainstorm solutions, I would have felt valued and supported.
Empathy can make a big difference in any interaction. It helps to dissipate intense emotions, shift perspectives, and positively affect the outcome for all involved. Not only is it beneficial for individuals, but businesses reap the benefits as well.
To understand empathy better, see our blog: What Is Empathy and Why Is It Important?
What Are the Benefits of Empathy in Businesses?
A supportive environment that looks to understand people has many payoffs in the business world. Some of the positive effects of empathy:
- Increases workplace morale
- Improves effectiveness and work habits
- Helps employees navigate through change and obstacles
- Ensures effective leadership
- Creates healthy, collaborative teams
Empathy is one of the threads that weave company or organizational culture. A workplace where employees feel understood, heard, and valued by authentic leaders and their peers cultivates the soil for a robust culture. Customers treated with empathy will appreciate companies who care about them and their experience. According to Wikipedia, company or organizational culture “encompasses values and behaviors that contribute to the unique social and psychological environment of a business.”
|“If you get the culture right, most of the other stuff will just take care of itself.” ~Tony Hsieh, CEO of Zappos|
Results of a Thriving Culture in the Workplace
- Fulfilled, engaged employees
- Increased company performance and profits
- Satisfied customers
- Higher employee retention
- Effective teams
- Creativity and idea-sharing
If a thriving and empathetic culture is so important and has copious benefits, then why is it so challenging to build?
Obstacles of Empathy in the Workplace
A lack of understanding of the concept and its importance or a lack of skills are common obstacles to empathy. The erroneous perspective that emotional intelligence and empathy are difficult, or that they do not come naturally to everyone is also a fundamental obstacle. Empathy is a skill that can be learned. And it must also be nurtured, practiced, and exemplified consistently to build a thriving culture.
I believe that my boss’s lack of empathy showed a vacancy of understanding his impact and a missing skill set to respond differently. The company leadership was under relentless expectations for high performance, and empathy was an unfamiliar concept.
Related reading: Men and Empathy – Are They a Lost Cause?
What are the Consequences of a Lack of Empathy in the Workplace?
The repercussions of a company void of empathy are vast. A lack of employee engagement, internal conflicts, continual miscommunication, misuse of company resources, low retention and high employee turnover are just a few.
The 2019 State of Workplace Empathy Study by Business Solver says that although leaders increasingly understand that empathy is important, their employees are not feeling it. This discrepancy between these perceptions is called the “empathy gap.”
“92 percent of CEOs say their organization is empathetic, while 72 percent of employees say they work for an empathetic employer, down 6 percent from previous years.”
The same study also said that the employees are beginning to expect empathy from employers and are willing to change jobs to find it. “82% of employees would consider leaving their job for a more empathetic organization.”
My boss’ lack of empathy strained our professional relationship. I didn’t feel that I could count on him or his support, nor did he commit to developing me professionally. Those experiences made an impression; I never forgot the lessons I learned in our time working together.
Developing and fostering a culture of empathy takes a concerted effort and a willingness to continue to grow and change. There are many ways to start practicing empathy in your workplace.
3 Ways to Increase Empathy between Employees
Increasing empathy between co-workers creates a cohesive team environment by increasing camaraderie among employees. Here are three ways to start building and practicing your empathy skills.
- Listen to understand, not to respond – Take the time to learn about your co-workers and truly listen. If you are thinking about what you are going to say, you are not truly listening. Empathy comes more naturally and easily when we know more about who our co-workers are.
- Show respect in actions and words – Uncaring comments and a sarcastic or sharp tone can damage working relationships. Be aware of both when interacting with co-workers. By observing and shifting your tone, you can dramatically improve relationships.
- Look to understand others’ roles – Understanding a co-worker’s role and responsibilities fosters a good working relationship and team dynamic. It also can open doors for collaboration and the sharing of the workload or skills to carry out tasks and goals more effectively.
3 Ways to Increase Empathy in Leadership
Leaders have influence, and therefore, an increased opportunity to spread goodwill. They can build on the above recommendations a bit further in their role and model a culture of empathy, decreasing the empathy gap.
- Take the time to get to know your team – Be present, ask questions, and listen. Knowing your team well can help you best use their strengths. When you make connections throughout your day, it helps employees feel valued. As morale rises, your interactions can help them achieve their goals more successfully by meeting or exceeding company goals.
- Get clear on leadership areas where you can increase your skills and practice – Raising self-awareness is the first step toward more effective leadership. Any leader who wants to learn and grow can become skilled in empathy.
- Lead by example – Empathy is best understood and learned when it is experienced. Model the actions and behavior that you wish to foster in your teams.
For more on empathy, read: “The Three Kinds of Empathy: Emotional, Cognitive, Compassionate.”
The professional relationship with my former boss could have been much stronger had empathy been a part of our dynamic. If I had felt heard, supported, and valued, I imagine we would have experienced stronger teamwork, enhanced performance, fewer conflicts, and a very satisfying and productive working relationship.
When leaders help employees feel heard and understood, empathy grows and gets reinforced in a culture. Empathy is strengthened through practice, especially when leaders reinforce it by their example. All interpersonal or emotional intelligence skills can be mastered with patience and consistency. Those who take the time and make the effort will be rewarded with a thriving business culture.
If you would like to sharpen your empathy skills as an employee, manager, or leader, Heartmanity is here to help! Check out www.heartmanity.com/business or contact us. We offer customized support and executive coaching along with leadership and team training to help businesses thrive.