Empathy: “The action of understanding, being aware of, being sensitive to, and vicariously experiencing the feels, thoughts, and experience of another….” The ability to take on the role of someone who says: “I may not know how you feel, but I’m here to listen.” A time consuming and potentially messy workplace skill set, but one that is infinitely useful if you are someone who manages people.
This is especially true in the workplace of today where our front-line company leaders take on such an important role in preserving company culture and providing stewardship of internal policies and procedures. Legal mandates at the state and federal level require employers to protect employees from discriminatory, harassing and retaliatory behaviors based on protected classifications (e.g., race, sex, religion, age). This is a job duty that falls largely on the shoulders of front-line leaders. Below are a few tips for embracing empathy as a useful tool for front-line leaders to use in their efforts to provide innovative support and increase engagement of all company employees.
Face each situational challenge with a fresh perspective. Embrace the fact that you may not know what the other person is feeling – or even see where they are coming from – and let go of any preconceived notions you may have about the situation. Many feel that leadership is about finding common ground with those around us; best achieved by shared (or sharing) experiences. However, empathy challenges us to recognize that we may in fact not know what the other person is feeling or thinking even if we may have experienced something identical or similar. Step back, open your mind and listen with an unbiased perspective. Show those around you that you are willing to learn and accept a new or different take on an old familiar scenario.
Commit yourself to addressing the problem or situation head-on. Empathy does not guarantee ‘smooth sailing.’ Empathy challenges leaders to accept the situation at hand – adversarial or not – and commit themselves to working toward resolution. Taking the time to listen and understand (to the best of your ability) the problem at issue and then committing to take the steps necessary to put the individual on the road to resolution is an impressive way to show empathy.
Observe and learn. Company leaders are an employer’s first line of defense against erosion of company culture and the negative impacts that occur when company policies are not actively monitored and enforced. Observation is a critical component when it comes to leading with empathy. Observation is also critical to risk management – leaders must be able to observe and recognize red-flag behaviors that could lead to all sorts of workplace issues (e.g., allegations of abusive conduct, harassment, discrimination or retaliatory conduct).