Picture this: a workplace where everyone feels understood, cared for and valued. Imagine the growth and success of a company where all employees feel like this. It’s not hard to keep team members happy and for them to feel like they matter, but it all starts with empathy. Think about the last time you were going through a tough situation, and you needed your supervisor’s support. Was their reply customer/ business centered? “Well, who’s going to reach out to those leads? Is your workload complete, did you speak to someone who can complete it for you?” Nothing makes an employee disconnect from their work more than a leader who can’t connect with them.
A leader that can understand their team member’s feelings and make them feel cared for demonstrates empathy. This is a tool that doesn’t only demonstrates emotional intelligence but also provides a safe environment for everyone around. By learning what empathy is, how it looks like and how to practice it, growing a network, and connecting with others will become second nature.
So, what is empathy? It's the skill of being able to understand and connect with people genuinely. This shouldn’t be confused with just kindness or sympathy, as empathy is about trust and solidarity. Now, there’s a depth to empathy that often gets overlooked. There are three types of empathy: cognitive, emotional and compassionate; there are two other types of empathy, somatic, and spiritual, but for the purposes of this blog we will stick with the three previously mentioned.
Let's break them down:
Cognitive empathy- the process of understanding someone’s thoughts and ideas without them communicating them. Something along the lines of guessing someone’s thoughts based on our own experiences.
Emotional empathy- the ability to feel what someone else is feeling and to respond appropriately to their state of mind.
Compassionate empathy- possibly the most common type of empathy. Mainly combines feelings of sympathy and compassion, often leading to act in presence of an event (i.e. if some is struggling with a box and you are moved to help them)
But why is empathy key for success? One of the main practical applications of empathy in a professional setting is leadership. Take the example I gave earlier of having to tell a superior that due to a personal situation you have to leave early, the way the superior responds can affect the wellbeing for some time, as well as impact (positively or negatively) the employee’s view of their workplace. A leader that is an empath fosters strong connections between team members, therefore creating a team that trusts one another to drive the best results possible.
A study by McKinsey & Company highlighted insights from psychologist Jamil Zaki, emphasizing that empathy in leadership leads to higher productivity, a stronger workplace culture, and improved organizational health. Studies have not only proven a positive correlation between empathy and workplace productivity, but also with customer loyalty. This is observed in Kumra & Sharma’s study in 2022 which revealed the impact of how customers’ continued relationship is linked with their perceived empathy.
In this same sense, empathy is important for strong client relationships. Ensuring clients feel appreciated can further the client’s trust and loyalty towards a brand. Which is then tied to the marketing application of empathy. When the consumer can easily identify with an ad that feels genuine and authentic, they are more likely to invest in the product. Think of the Barbie movie, it’s target audience was women all around the globe, the trailer’s ability to resonate with women of ALL ages made it become the record-breaking movie it was. Highest-grossing movie of the year, highest-grossing opening weekend, and even highest-grossing movie for Warner Bros. These records show that by making an audience feel heard, seen, and understood there is more success than giving the people what they want.
Empathy is something that can be learned, so let’s go over some strategies that can promote it.
Active listening- being completely engaged and paying attention when someone is speaking. Don't listen to respond, but to understand.
Taking perspective- viewing the situation from someone else’s point of view. Take into consideration the other’s feelings, thoughts, and experiences and understand their behavior based on that.
Open mind- expanding the world’s views by engaging with different religions, cultures, and diverse people.
Empathy in Conflict- when confronted with a problem, don’t react immediately. Take some time to understand everyone’s perspective instead of responding in a defensive way.
Meaningful conversation- requires active listening to ask significant questions that demonstrate curiosity and interest in what was said.
In conclusion, empathy is not only a tool to be applied in personal lives, but also professionally. It improves communication, drives success and trust, and strengthens relationships (brand loyalty). Build stronger connections, lead by example, and care for those around you by practicing empathy daily. Implementing just one of the strategies listed above will improve your emotional intelligence, helping you drive a more successful business.
References:
Gerlach, G. I., Rödiger, K., Stock, R. M., & Zacharias, N. A. (2016). Salespersons’ empathy as a missing link in the customer orientation–loyalty chain: an investigation of drivers and age differences as a contingency. Journal of Personal Selling and Sales Management, 36(3), 221–239. https://doi.org/10.1080/08853134.2016.1205446
Hancock, B., Weddle, B., & Rahilly, L. (2024, February 28). It’s cool to be kind: The value of empathy at work. McKinsey & Company. https://www.mckinsey.com/capabilities/people-and-organizational-performance/our-insights/its-cool-to-be-kind-the-value-of-empathy-at-work?utm_source=chatgpt.com
Kumra, R., & Sharma, P. K. (2022). Mediating role of trust in the impact of perceived empathy and customer orientation on intention to continue relationship in Indian banks. Journal of Financial Services Marketing, 27(4), 372–386. https://doi.org/10.1057/s41264-021-00137-6
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