In the fast-paced and often unforgiving world of business, decisions frequently need to be made that have profound impacts on employees. During periods of significant change or tough decisions, demonstrating empathy is not just a nicety—it’s a necessity. Empathy is the foundation for trust, connection, and resilience in teams. It’s about sitting beside someone in the rain, sharing the weight of the storm with them. Leaders who embrace empathy cultivate an environment where employees feel valued, understood, and motivated, even amidst uncertainty.
The Value of Empathy in Leadership
Empathy in leadership means taking the time to see situations from someone else’s perspective and validating their emotions. In the workplace, this approach yields numerous benefits:
Employees feel seen and heard: When leaders take the time to consider employees’ views and emotions, it communicates care and respect. This fosters a sense of inclusion and belonging.
Better decision-making: Understanding employees’ perspectives often unveils fresh insights, leading to more informed and well-rounded decisions.
Enhanced connection: Empathy strengthens relationships, fostering trust and a sense of unity within teams.
Promotes dialogue: Employees are more likely to open up and share their thoughts when they feel safe and understood, which can spark innovation and problem-solving.
Enables venting and release: Empathy provides a safe outlet for employees to process and express their emotions, reducing stress and improving morale.

Years ago, I worked with a Research & Development Food Technologist tasked with creating an ambitious new ice cream product. Just two years out of university, this talented employee was given an opportunity that was both a dream and a challenge: to create a high-profile, complex product with multiple crunchy, gooey, and chewy inclusions—imagine Marvelous Creations in ice cream. For nine months, she worked tirelessly, conducting bench work, experiments, trials, and tastings. Her dedication resulted in four worthy prototypes that were flown across the globe to present to the founder.
The verdict was bittersweet: while the product was delicious and nutritious, it wasn’t deemed “spectacular.” Ultimately, the executive team decided not to launch it. Despite the hours of work and the emotional investment poured into the project, the decision had to be made in the best interest of the business.
Our senior leadership team faced another significant challenge—communicating this decision to the technologist. We recognized how deeply personal this would feel for her. We took great care to craft a message that acknowledged her extraordinary skills, perseverance, and creativity. We ensured the delivery of this message was thoughtful and empathetic, validating the pride she could still feel in her work.
However, not everyone in the room agreed with this approach. The Head of Operations, for example, dismissed the need for empathy, insisting that “she’d just need to get over it.” While it was true that setbacks are part of business, this dismissive stance risked alienating our employee who had invested so much. Instead, empathy ensured she felt seen and appreciated, softening the blow of a difficult decision and preserving her motivation for future projects.
““If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his/her angle as well as your own.”
Henry Ford
Conversely, the absence of empathy can be devastating. When leaders fail to consider employees’ feelings, the consequences ripple through the workplace:
Disconnection and disengagement: Employees who feel ignored or undervalued often withdraw, resulting in diminished morale and productivity.
Poor decision-making: Excluding employees’ perspectives leads to blind spots in problem-solving and strategy.
Low morale and higher turnover: A lack of empathy creates a culture where employees feel expendable, driving disengagement and attrition.
As highlighted by recent data, emotional intelligence remains an underdeveloped skill in many organizations. Less than 20% of companies qualify as emotionally intelligent, and only 42% provide emotional intelligence training for leaders. This is a stark contrast to research showing that 90% of top performers have above-average emotional intelligence. It’s clear that organizations cannot afford to overlook this critical capability.
Practical Steps for Demonstrating Empathy
Empathy in action requires deliberate effort and consistency. Here are some practical steps leaders can take to foster empathy:
Be present: Give employees your full attention. Distractions send the message that their concerns are not a priority.
Observe body language: Non-verbal cues often reveal emotions that words might not.
Demonstrate active listening: Refrain from interrupting. Instead, paraphrase what you hear to confirm understanding.
Ask thoughtful questions: Probe gently to uncover underlying feelings and perspectives.
Respond with care: Use words, tone, and body language that validate emotions and convey understanding.
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