Empathy, an Empty Word?
In recent years, there has been a shift in focus to the value of feminine leadership traits. For example, collaborative, cooperative, more democratic, vulnerability, humility ,… and empathetic.
Today, more than ever with COVID, high levels of unemployment, civil and political unrest, the call for empathy is louder than ever.
And, more CEOs than ever are talking about empathy as a core value of their organizations.
Yet, in a 2020 study by Businesssolver, 91% of CEOs say their organization is empathetic while 68% of employees agree. Further, 48% of employees believe organizations overall are empathetic – the lowest rate in 4 years. There is clearly a disconnect.
What’s the cause? Why do leaders need to fix this? How do you practice empathy?
What is Empathy?
It is kind of an amorphous word, I think. Yet, employees clearly know when it’s missing!
Feeling another’s feelings – how they feel in their shoes (not how you feel in their shoes!!). Understanding the needs of another person. Understanding or predicting another’s perception of your actions and decisions. Do onto others as they would have done onto themselves. The ability to read people through their verbal and nonverbal cues.
It may be confused with compassion or sympathy, at times. For example, trying to fix another’s suffering or discomfort.
I am sure there a 100 other ways CEOs think about empathy. Not saying there is one right definition.
Worth Its Weight in Gold
Empathy builds trust. It creates and strengthens relationships. As trust is built between managers and employees, among employees and across teams, you see greater collaboration and productivity. You will see more creative and thoughtful problem-solving as team members listen and seek to understand where another person is coming from before dismissing ideas as silly or stupid.
Employees believe empathy creates motivation and improves productivity. 74% of employees said they would work longer hours for an empathetic employer.
Empathy can build greater loyalty and greater employee retention. 80% of employees said they would switch companies if the employer was more empathetic and it was equal pay, 57% said they would switch for less pay!
CEOs tend to believe that it can help strengthen financial performance and increase business growth. They see it as a bottom-line must-have. Today, not only are employees demanding it, but customers are too. A recent poll by Ipsos found that more than 50% of customers said the way a company responds to COVID will shape their shopping habits, and on that list of responses they would like to see, is more empathy.
It cultivates more effective communication. As leaders if you better understand how your people will react to your decisions and actions you can strategize on the delivery. You can only learn that by listening and observing your employees, taking the time to take in interest.
An Empty Word?
Is “empathy” just a word or catchphrase that CEOs are touting to retain employees and customers. To be perceived as in touch with the current climate. To put into their marketing communications.
Before working with founders, I spent a lot of time advising on corporate governance best practices. During this time ESG was the “it” thing –environmental, social and governance responsibility. Studies were popping up linking it to the bottom-line. It too became a buzzword, one that found itself into glossy annual investor letters and marketing materials, often with no statistics or muscle behind it.
Is empathy similar? How do you actually practice empathy?
#1 is active listening!!!
Show up fully present and commit the time and energy to truly listen to your employees and your customers. Put away the phones and to-do lists, put computer screens to sleep. Don’t sit there coming up with responses or thinking about how something makes you feel.
Ask thoughtful questions and follow up by paraphrasing what you heard. “What I am hearing is you feel…” “What I understand is that ….”
Give verbal and non-verbal cues throughout the conversation, like nodding your head or saying “mmmhmmm” or “ok” or “I see that”. Reflect back facial expression. Show up ready to be fully engaged.
Show a genuine interest in them. People have a deeper need to feel like they matter, that you care about them. Ask about their challenges, or about their families, how they spend their free time, what their goals are.
If someone makes a mistake or seems to be underperforming, seek to understand the underlying issue before you jump to conclusion or take action. Maybe home life is too much right now. Do you need to take something off their plate?
You should also think about your benefits. Make employee well-being a priority. What can you offer? Policies around illness, flexible schedules, childcare support, and mental health support. I read one company advanced salaries before pay day for those struggling with bills which would provide some level of financial security. What can you do?
Take action.
