Why Empathy Matters in Leadership

Gallup, a leading research and consulting company, reports that highly empathetic leaders inspire loyalty and trust within their teams. Employees who feel their leaders understand their perspectives are more likely to be engaged, productive, and innovative. In a 2019 Gallup report, it was found that teams with high empathy reported 17% greater team sales; 21% greater profitability; 10% greater customer ratings; and 12% less burnout.

A recent study, conducted by Nicklin, found that 76% of people are willing to work longer hours for an empathetic leader. Moreover, 79% of employees would change their job, industry, and role for a more empathetic employer. These statistics underscore the powerful impact that empathy can have on employee engagement, loyalty, and productivity.

A deficit of empathy can also have significant financial implications. According to Nicklin, 65% of employees are claiming significant increases in stress, and 55% of people are strongly considering resigning. These statistics highlight the importance of empathetic leadership in preventing burnout, reducing turnover, and improving overall organisational health.

The Challenge of Generational Gaps

Today’s workforce is more generationally diverse than ever before. Baby Boomers, Generation X, Millennials, and Gen Z all have distinct work styles, values, and priorities. An empathetic leader can bridge these gaps by fostering an inclusive environment that caters to the needs of each generation.

A Deeper Look at Great Leaders

Empathy has been a cornerstone of effective leadership throughout history. The father of our Nation, Nelson Mandela, is a testament to the power of empathy. Nelson Mandela often spoke last in meetings. He learned this practice from his childhood experiences with a tribal king who would gather his men in a circle and wait until everyone had spoken before he did. Mandela believed that this approach fostered a sense of inclusivity and respect, as it allowed everyone to feel heard and valued. By speaking last, he could ensure that he had considered all perspectives before offering his own. This practice became a hallmark of his leadership style and contributed to his success as a negotiator and peacemaker.

Great business leaders, such as Jeff Bezos and Simon Sinek, have also demonstrated the transformative power of empathy in their respective fields.

Jeff Bezos

Jeff Bezos, the founder and CEO of Amazon, has often spoken about the importance of empathy in business. He believes that empathy is essential for understanding customer needs and building innovative products and services. Bezos emphasises the importance of listening to customers and putting yourself in their shoes to truly understand their experiences.

Simon Sinek

Renowned author and motivational speaker Simon Sinek emphasises the importance of empathy in leadership. He argues that leaders must understand the “why” behind their actions and connect with their employees on an emotional level. Sinek believes that empathy is essential for building trust, fostering loyalty, and inspiring others to follow.

These leaders, among many others, have shown us that empathy is a vital leadership trait that can have a profound impact on individuals, organisations, and society as a whole.

Building a Supportive Work Environment

In 2014, I took Gallup’s StrengthsFinder Assessment. It’s a test that ranks your strengths from 1 to 34. My result? Well let’s just say empathy was not considered my strong suit. My kids would’ve agreed! Back then, I struggled with empathy, especially for those who ignored advice. But I learned the hard way that a “told you so” attitude isn’t helpful.

So, is empathy innate or learned? In my experience, it’s a skill that develops over time. Today, I see empathy as a crucial competency for leaders, parents, and anyone interacting with others.

Do you want to create a more supportive workplace? Here are some practical tips that I have learnt over the years to foster empathy:

• Active Listening: Truly listen to understand, not just to respond. Pay attention to both verbal and nonverbal cues.
• Open Communication: Encourage open communication by creating a safe space for employees to share their concerns and ideas.
• Work-Life Balance: Recognize the importance of work-life balance and offer flexible work arrangements to promote employee well-being.
• Professional Development: Invest in your employees’ professional development by providing opportunities for growth and learning.
• Recognition and Appreciation: Acknowledge and appreciate employee contributions to boost morale and motivation.

Bridging the Empathy Gap

At Kwelanga Training, we have long recognised the critical role of empathy in today’s business landscape. Building a thriving and innovative business hinges on providing its leaders and people with the skills to become more empathetic. However, experience is just as important.

This is where Kwelanga Training’s unique approach comes in. By incorporating the 70-20-10 learning model, we create a dynamic learning environment. This model emphasises that 70% of learning comes from job-related experiences, 20% from interactions with others, and only 10% from formal training events. This fosters the transfer of valuable knowledge and experience, while simultaneously nurturing the fresh perspectives and energy students bring to the process.

The Art of Meaningful Connection

In recent years, there’s been a growing demand for empathy in customer service and experience training. This makes perfect sense, considering the importance of building strong, lasting relationships with our customers.

Whether you’re a frontline agent or a C-suite executive, understanding how to integrate empathy into your interactions is crucial. The GC Index can be a powerful tool in this regard. It provides insights into your unique strengths and blind spots, empowering you to connect more deeply with others.

We recently partnered with a leading insurance company to implement a GC Index-based empathy training programme. The results were astounding. By prioritising empathy, the team was able to elevate their conversations and achieve remarkable outcomes.

It’s clear that empathy is the cornerstone of meaningful customer interactions. By embracing empathy, we can transform our customer experiences and drive sustainable business growth.

A New Era of Leadership

As we navigate the Fourth Industrial Revolution, it’s crucial to remember that this era is not solely about business and technology. It’s also about people.

By adopting the strategies outlined above and embracing empathy as a core leadership skill, you can create a thriving workplace where your people feel valued, supported, and empowered to do their best work.

Prioritising employee well-being and leading with empathy is no longer optional; it’s a business imperative.