How to Help Employees Develop Empathy

Having or developing the ability to put one’s self in another person’s shoes helps leaders in interpersonal communication which helps build and maintain relationships with employees, colleagues and clients. Leaders who embrace taking an empathetic approach toward others can be more approachable, which helps solve rather than perpetuate problems. Perhaps the most important benefit is realized when employees who observe such behavior from a superior are positively influenced.

Instructions

1. Leaders should talk with employees about the importance of empathy. Encouraging employees to give attention to others can foster empathetic skills as well as improve performance levels and perceived effectiveness. Although task-oriented skills are important, it is equally important to stress maintaining an understanding and caring attitude toward others.

2. Teach employees how to be active listeners. These skills allow a person to watch for visual ques through body language as well as tone of voice. An active listener connects by repeating a paraphrased version of what he has just heard, allowing him to ensure that he is accurately interpreting what the client, co-worker or subordinate is saying. This shows that what is being said is being heard by the listener and is considered important.

3. Encourage employees to try to understand what it is like to be in another person's shoes. A manager could also imagine what it is like to be in an employee’s shoes and so forth. This can be an effective tool in helping to solve problems and manage conflict.

4. Continue to engage employees and talk about the importance of empathy. Repetition is important in order for it to become a part of the organizational norm and to become a company value. Ask employees to share success stories about how the skill has helped them resolve conflict or create new strategies for solving problems.

References

• "Effectively Managing Nonprofit Organizations"; John A. Yankey, et al.; January 2006
• "Managing Transitions: Making The Most of Change"; William Bridges, et al.; September 2009
• Society for Human Resource Management: Vision, Mission & Strategy
• Free Management Library: How to Develop Skills in Empathy
• Center for Creative Leadership: Empathy in the Workplace: A Tool for Effective Leadership
• Psychology Today: How the Best Bosses Develop Empathy for Customer Needs: Statistics Aren’t Enough