The Power of Empathy in the Workplace

Sarah has always been a top performer. She has won the employee of the year award for five years.  

Because of her diligence and exemplary performance, Sarah doubled the company's sales in just three years. 

However, things took a turn when Sarah got pregnant. During the first three months of her pregnancy, Sarah had frequent bouts of morning sickness, which sometimes made her late for work and her manager reprimanded her for this. He made her work overtime to cover the hours she has lost. This went on for the next three months and it compromised Sarah's health.  

She pleaded with her manager to allow her to work from home three days a week during her pregnancy and promised to deliver the same results. She asked her manager to be more considerate to her, even for just this period in her life.  

However, the manager did not budge. He ignored Sarah's requests and became more demanding. 

Because of the manager's lack of understanding of Sarah's situation, Sarah quit her job.  

Sarah's resignation set off a chain of events that caused the company to spiral downward. Eventually, the company was left with no other option but to file for bankruptcy and close its doors. 

All these things happened because the company failed to practice EMPATHY.
  

When empathy becomes an overlooked competency

In today's fast-paced and competitive business world, empathy and many other "soft skills" are sometimes overlooked. 

Too often, businesses and other organisations put their goals and targets ahead of their employees' needs and well-being. Doing this usually leads to high turnover rates, low productivity, and poor performance.
 

So, what is empathy and why is it important in the workplace?

Empathy is the ability to put yourself in someone else's situation and consider their perspective when interacting with them. When you have a healthy sense of empathy, you will be able to take care of your own emotional needs and set healthy boundaries while still being sensitive to the needs of others.  

When you and your employees develop empathy, and ideally a culture of empathy in the workplace, it will bring about many benefits to your employees and the organisation. Here are just some of them: 

Improved Employee Engagement.  

Empathy fosters a sense of belongingness, trust, and loyalty among employees. When employees feel understood, valued, and supported, they are more likely to be engaged and motivated at work. 

Better Communication and Teamwork.  

When your employees take time to understand each other's feelings, there will be less conflict and misunderstanding, making working together easier. 

Increased Creativity.  

Empathy can inspire creativity and innovation. When your employees are encouraged to see things from different perspectives, they can come up with new and unique ideas that can lead to better problem-solving and decision-making. 

Better Customer Service.  

Empathy plays a significant role in customer service. When your employees care about their customers, they can give better service and create stronger connections with them. 

Reduced Turnover.  

Creating a workplace culture that values empathy can reduce turnover rates and retain top talent. A study conducted by Businessolver found that among the 900+ employees surveyed, 93% said they would rather stay with an empathetic employer, even if they were offered a higher-paying job with a company that didn't prioritise empathy. 

Because of these benefits, many companies and organisations have taken steps to develop this skill among their employees. Here are a few examples of companies that have successfully implemented empathy training and seen positive results: 

Airbnb: The popular vacation rental website has introduced a new initiative called "Emotional Hospitality" to help hosts make deeper connections with their guests. The program offers hosts training in empathy as well as tools for better communication and relationship building. Airbnb claims that hosts who go through with the program see a boost in reviews and reservations from satisfied customers. 

Google: Google has long been known for its focus on employee well-being and happiness, and empathy is a key part of that culture. The company offers a variety of training programs and resources to help employees develop empathy and emotional intelligence. Google has also implemented a "Search Inside Yourself" program that teaches mindfulness, empathy, and emotional intelligence, which over 4,000 employees have attended 

By investing in empathy, Google has created a culture that values collaboration, respect, and understanding. This culture not only benefits the company's employees but also contributes to Google's overall success as a company. 

Southwest Airlines: Southwest Airlines is known for its exceptional customer service, and empathy is a key part of that success. The company has implemented a program called "SWA University" that includes empathy training for all employees and resources for improving communication and building stronger relationships with customers. According to Southwest, this program has led to increased customer satisfaction and loyalty.
 

Developing Empathy in The Workplace  

These success stories are indeed proof that by developing a culture of empathy in the workplace, companies and organisations can foster a healthier and more productive environment that enables them to stand-out in whatever industry they are in. 

So, how do you can you develop a culture of empathy in your workplace?  

Here are some strategies: 

1. Practice Active Listening.

One of the most important ways to show empathy is to listen intently and actively. When you listen carefully to your coworkers, you show that you value what they have to say and how they see things. This helps build trust and respect, which are important for getting along well with other people at work. 

2. Try Perspective-Taking.

Perspective-taking involves putting yourself in the shoes of others and seeing the situation from their perspective. Practising this allows you to better understand their motivations, concerns, and needs. Doing so will enable you to communicate more effectively and collaborate more productively. 

3. Invest in Emotional Intelligence Training and Coaching.

 
Coaching and training in emotional intelligence can help you and your employees improve your empathy and learn other important skills. By getting better at self-awareness, social skills, and communication, you become more sensitive to each others' feelings and points of view. This makes for better communication, stronger relationships, and a more caring culture at work. 

Emotional Intelligence Training and coaching can also help you and your employees improve at active listening and resolving conflicts, which are important skills for empathy. When people listen well and talk clearly, they understand their coworkers' needs. Thus, building trust, teamwork, and a sense of community in your workplace. Investing in Emotional Intelligence Training and Coaching creates a culture of empathy that helps you and your employees stay healthy, boosts your productivity, and enables your organisation to soar to greater heights.
 

Why Empathy Matters

Empathy is an important skill that is valued and developed by successful organisations. By improving communication, increasing teamwork, promoting better leadership, improving customer service, and increasing innovation, empathy can help companies create a more positive and productive work environment. With the right training and tools, employees can develop empathy and become more effective and successful in their roles. 

So, make the best investment you could ever make: Invest in developing empathy in your workplace and experience a breakthrough in your employee's and organisation's performance!
  

We Are Here to Help   

At  People Builders, we have a team of expert trainers and coaches who can help you and your team develop empathy and many other competencies.     

Contact us today for a quick chat to see how we can partner with you to train and coach you and your team.    

If you want to become a certified trainer and coach in Social and Emotional Intelligence or Extended DISC Behavioural Profiling, find out how on our People Builders Institute website.