I had the privilege of hosting a group of experienced leaders in an insightful discussion on the importance of empathy in leadership. The topic of the panel, “Empathy in Action: A Toolkit for Leaders and Managers to Act with Empathy,” emphasized the growing significance of empathy as an essential skill in modern management, particularly in remote and hybrid work environments.

The panel explored practical strategies for cultivating empathy, shared personal stories, and discussed how empathy can resolve workplace conflicts and foster psychological safety. Below is a detailed summary of key takeaways from this engaging session.

Introduction and Key Themes

I began the discussion by emphasizing that our work as leaders is fundamentally about people, and to be effective, we must prioritize empathy in all interactions. Empathy enables us to understand the needs and challenges of those we manage, building stronger, more supportive teams.

The panel featured a diverse group of leaders, each bringing a wealth of experience and unique perspectives on empathy in leadership:

• Lucy Georgaris – CEO and Co-founder of Elevate Leadership, a coaching and management development organization.
• Jess Goldberg – Leadership communication expert and Columbia University instructor, who teaches leaders how to influence others through empathy.
• Jimmy Conrad – VP of People and HR at TrustRadius, with 15 years of experience in healthcare and technology.
• Colin Mincy – Chief Engagement Officer at Going Beyond the Work, a consultancy that focuses on the human elements of workplace culture.
• Adam – An experienced HR professional with a focus on mental health and empathetic leadership.

What is Empathy, and What is It Not?

Lucy Georgaris started the discussion with a succinct definition: “Empathy is the ability to put yourself in someone else’s shoes and share in their emotional state.” She stressed that empathy is not about fixing someone’s problems or shifting the focus to relate their experience to your own. Instead, it’s about understanding and validating emotions without immediately offering solutions.

Jess Goldberg expanded on this by differentiating empathy from sympathy, emphasizing that empathy does not require leaders to take on the emotional burden of others. Instead, it is about making people feel heard and understood.

The Role of Empathy in Leadership

Jimmy Conrad pointed out that empathy, especially during Mental Health Awareness Month, is crucial for breaking down the stigmas around mental health in the workplace. He shared how empathetic leadership can create a more open environment, where employees feel safe to express their challenges without fear of judgment.

Colin Mincy shared his perspective on the role of empathy in building trust and psychological safety within teams. He highlighted the importance of “leading with heart” and how this approach can build meaningful relationships. According to Colin, empathy goes beyond seeing employees as mere outputs and involves investing in their personal growth and well-being.

Empathy as a Learned Skill

A key theme throughout the panel was that empathy is a skill that can be developed. Lucy reminded us that even if empathy doesn’t come naturally, leaders can practice and improve it over time. She introduced a four-point structure for empathetic conversations:

1. State the Truth – Acknowledge the validity of the other person’s feelings.
2. Summarize Briefly – Reflect back what you’ve heard to show understanding.
3. Acknowledge Feelings – Validate their emotions.
4. Ask a Question – Invite them to share more without offering immediate solutions.

Jess also emphasized the power of curiosity in fostering empathy, advising leaders to ask more questions and focus on understanding the other person’s perspective, which can lead to deeper connections and better team dynamics.

Handling Empathy in Remote Work

Colin discussed the challenges of practicing empathy in a remote work environment. He pointed out that during the pandemic, everyone faced similar struggles, which created a sense of shared experience. However, he cautioned that in hybrid or remote settings, leaders must be intentional about checking in with their teams and ensuring employees feel heard. This requires slowing down, asking how people are truly doing, and being present in conversations, even when conducted over Zoom.

Empathy and Conflict Resolution

When it comes to conflict resolution, empathy plays a crucial role in de-escalating emotional situations. Jimmy and Jess explained that empathetic leaders can bridge communication gaps and build rapport by actively listening and understanding the root cause of conflicts. Jess added that often, conflicts arise from differences in strategy, not goals. By being empathetic, leaders can soften stances and find new solutions that work for everyone involved.

Empathy Across Cultures and Generations

A question from the audience asked how empathy can bridge cultural and generational differences in the workplace. Lucy responded by explaining that while cultural and generational factors may influence how empathy is expressed, the core principles of empathy remain universal. She emphasized that leaders should approach these situations with curiosity, asking questions to understand cultural contexts better, and apply the same empathetic principles regardless of age or background.

Colin added that empathy transcends cultural differences and that building a relationship with each individual on your team allows leaders to understand their unique needs, irrespective of their background.

Conclusion and Final Thoughts

The session concluded with each panelist sharing a key takeaway:

• Lucy: Even if you don’t feel naturally empathetic, you can learn it. Practice and consistency will improve your relationships.
• Jess: Stay curious. Asking more questions is the gateway to understanding others’ experiences.
• Jimmy: Empathy fosters trust, psychological safety, and productive dialogue.
• Colin: Start with small steps—empathy doesn’t have to be perfect, but showing you care can make all the difference.
• Adam: Quoting Ted Lasso, “Be curious, not judgmental.” Curiosity and empathy go hand in hand.

As the moderator, I felt incredibly grateful to facilitate such a meaningful conversation. The insights shared reinforced that empathy is not just a soft skill but a powerful tool for leadership, especially in today’s workplace where mental health, remote work, and diverse teams are part of the everyday landscape. By cultivating empathy, we can create environments where people feel safe, heard, and motivated to bring their best selves to work.

Acknowledgments

I would like to extend my sincere thanks to the panelists: Lucy Georgaris, Jess Goldberg, Jimmy Conrad, Colin Mincy, and Adam. Your insights were invaluable, and the discussion was a testament to the importance of empathy in leadership. Thank you for sharing your experiences, tools, and strategies that leaders everywhere can use to build more empathetic, resilient teams.

I look forward to continuing these important conversations in future panels!