Nurturing Empathy in the Workplace

Principles that Underpin Empathy

Two fundamental principles underpin fostering empathy and authenticity in the workplace, especially when mistakes happen: emotional poise and gratitude.

• Emotional Poise: When things go wrong, everyone will look to you. What will they see? Will you yell and scream, amping up the fear and adrenaline?  Will that produce the best performance? No. When confronted with a mistake, maintaining composure is essential. As leaders, we set the tone for how such situations are handled. I have found that a commitment and willingness to take on the challenge focus everyone on performance under pressure. If you can create the right mood for the team, they will pick up on it and emulate it. As a result, communication will flow, and you will start to get collaboration. 
• Gratitude: Expressing genuine gratitude for honesty reinforces a culture of openness and trust. Acknowledging vulnerability takes courage, and it’s essential to recognise and appreciate this bravery in others. I had a big breakthrough with one of my own executives (who will remain nameless) last month. At our quarterly offsite, she admitted that she did not understand a critical process in her department. It took courage for her to admit to ignorance. The temptation to say “What do you mean you do not know, that’s your job!” is what she was afraid we’d say, my actual response was “I suspected that was the case, but I didn’t want to call you out. It took a lot of courage for you to admit that in front of all of us so why don’t we focus on fixing the problem and getting you up to speed?” 

 

Practical Strategies for Fostering Empathy

So, how do you start providing feedback that is sincere and open without being demoralising and overly critical? Here are some of my favourite techniques. 

• “Start, Stop, Continue” Method: Instead of unloading all the critique and advice I have for someone, I focus on answering three things: What is one thing I want him/her to START doing? One thing to STOP doing? One thing to CONTINUE doing?

• Everyone can take criticism, and most will admire and appreciate you, but it’s up to a point. Criticism is like medicine, a little makes things better. A lot will kill the patient. Start/Stop/Continue is excellent because it is honest, focused on behaviour, and self-limiting. 

• The “BAT Triangle”: A concept pioneered by Sandler, the idea that behaviour, attitude, and technique are interdependent triangles that affect each other is powerful. When diagnosing an underperforming situation, determining where the problem lies is often a very useful technique for pinpointing a solution. When using empathy to understand team challenges, leaders can apply the BAT Triangle to pinpoint where support or coaching is needed most. A quick diagnostic using this model often leads to simple, targeted improvements.TIP: When it doubt, focus on behaviour. If the behaviour is right, the attitude and technique will follow. 

 

Empathy in Action

Empathy isn’t just about understanding; it’s about action. By empathising through focus, providing clarity amidst chaos and supporting individuals in prioritising their efforts, leaders can empower teams to navigate challenges confidently and resiliently.

Cultivating empathy in the workplace isn’t just a lofty ideal, it’s a practical necessity for thriving in today’s fast-paced business landscape. By embracing authenticity, practicing emotional poise, and expressing gratitude, leaders can foster a culture where mistakes are acknowledged, growth is celebrated, and individuals feel empowered to be their true selves.

By incorporating these practical tips and strategies, organisations can nurture empathy through authenticity and resilience, ultimately creating a more productive, respectful, and positive work environment.

 

Additional Techniques for Empathy in Leadership

Empathy in leadership can also be fostered through the following practices:

• Active Listening: Give your full attention, maintain eye contact, and reflect back what you’ve heard. This builds trust and shows genuine interest in others’ perspectives.
• Empathetic Questioning: Ask open-ended questions that encourage people to share their thoughts and feelings, helping leaders understand the emotional drivers behind performance and behaviour.
• Walking in Their Shoes: Make a conscious effort to consider how decisions or situations affect others from their point of view, which can reduce conflict and increase cooperation.
• Storytelling for Connection: Sharing personal challenges and experiences makes leaders more relatable and helps create a safe space for others to open up.
• Coaching with Compassion: Lead development conversations with care by balancing support and challenge, reinforcing the belief that growth is possible and mistakes are part of learning.

 

Conclusion

Empathy isn’t a one-time action; it’s a daily practice that must be cultivated intentionally by every leader. By embedding empathy into leadership strategies - through feedback, emotional awareness, listening, and support - organisations create a culture where people feel seen, heard, and valued. This isn’t just good for morale; it’s good for business.

 Empathetic leaders inspire loyalty, collaboration, and long-term resilience in teams. By nurturing empathy, we nurture stronger leadership, and stronger results.