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Empathy—the ability to recognize, understand, and appreciate the way others feel—is a necessary emotional intelligence skill at the heart of positive human relationships. A leader and a team member's empathetic behavior fosters team engagement, a positive organizational culture, and often individual performance. A 2023 Ernst and Young study found that the majority (86%) of employees believe empathetic leadership boosts morale while 87% of employees say empathy is essential to fostering an inclusive environment.
As executive coaches, we have a unique opportunity to guide leaders and team members in refining and demonstrating their empathy, which fosters trust, loyalty and commitment.
Empathy enhances communication and understanding by helping leaders to connect with their team members on a personal level. Leaders who exhibit empathy can better recognize the challenges their employees face, whether these are work-related or personal. This connection increases morale, creating an environment where employees feel valued and understood.
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Research supports the impact of empathy on team morale, such as the 2020 study by Catalyst which found that 61% of employees who felt their leaders were empathetic reported being more innovative, and 76% were more engaged with their work. Empathy also enhances trust, and without trust, teams struggle to collaborate, innovate, or perform effectively.
Empathetic leadership directly benefits team members by fostering connection and collaboration. When leaders care to understand the unique perspectives, strengths and challenges of each team member, they are better equipped to create a supportive environment that encourages open dialogue and creative problem-solving. For example, in conflict resolution, empathy enables leaders to address underlying issues rather than just surface-level disagreements, leading to better solutions.
Empathy also promotes employee well-being by creating a culture where individuals feel heard and supported. In high-stress environments, a leader's empathetic response can significantly reduce burnout and improve job satisfaction. For instance, a leader who listens actively to an employee's concerns and explores constructive solutions helps build resilience and loyalty within the team.
Executive coaches often play a role in helping leaders and team members develop empathy.
One effective method is through perspective-taking exercises, such as role-playing scenarios from different viewpoints. These exercises enable leaders to practice seeing situations through the eyes of their team members, enhancing cognitive empathy.
Active listening practice sessions are another valuable tool. Coaches can guide their clients in focusing on non-verbal cues, emotional undertones, and validating statements to improve emotional attunement. For example, a leader might practice responding to an employee's frustration with a delay on an important project with, "I understand how challenging or frustrating this setback may be. If you would like, we can discuss how we can address next steps together."
Empathy mapping is another powerful technique, where leaders visually chart out the thoughts, feelings, and motivations of team members or stakeholders. This approach fosters a deeper understanding of others' experiences, enabling leaders to build stronger connections and make more informed decisions.
Coaching questions to build empathy could include:
One of my clients, Richard, a highly analytical and well compensated financial principal managing a $300 million dollar investment fund, struggled with empathy, scoring 20 points lower than the other scales on the EQi-2.0 empathy subscale. He had four analyst direct reports that were also exceedingly intelligent, proud of their skills and the constant criticism from their boss triggered them to consider jumping ship. The CEO, who had positive experiences with an executive coach, got wind of the discontent and strongly suggested to Richard to meet with me. Richard's MBTI Step II report indicated an individual who was critical, blunt and challenging. Once we got over his critiquing the assessment tools, he became open to recognizing the impact of his style on his team, and I helped him understand the value of empathy. His 135 IQ helped him quickly grasp theoretical concepts about interpersonal dynamics and the value of using a more empathetic feedback style with his employees—even though that inclination did not occur naturally in him. After some initial hesitation, we engaged in role-plays to refine his approach to feedback. Over ten coaching sessions, he made notable improvements in communicating with his team. While he did not become a star performer in empathy, his enhanced skills positively influenced team dynamics and prevented other key employees from leaving.
Empathy's influence extends beyond individual teams to the broader organizational culture. Empathetic leadership fosters an inclusive and supportive work environment where employees feel psychologically safe to voice their ideas and concerns. This enhances organizational performance, as employees are more likely to put in extra effort, collaborate and innovate when there is a positive atmosphere. Organizations with empathetic cultures also experience higher retention rates, as employees are more likely to stay in environments where they feel their manager cares about them.
As AI becomes more prevalent in the workplace, including in AI-driven coaching apps and workplace individual learning journeys, it's essential to balance technology with human empathy. While AI soon will likely be used to support the coaching process, the heart of powerful coaching impact lies in the human, empathetic connection. Coaches, as do leaders, must ensure that AI complements their roles rather than replaces the empathy and intuition that helps one be a peak performer.
Empathy is a critical skill for leaders and team members, underpinning trust, engagement, collaboration, and team success. Executive coaches can help leaders refine their empathy through targeted strategies such as perspective-taking, active listening, and empathy mapping. By prioritizing empathy, leaders not only enhance their teams' performance but also contribute to a positive, engaged and loyal organizational culture.