Empathy is the ability to understand and share the emotions and experiences of others. It is both a skill and a capability that allows individuals to resonate with others’ feelings—putting oneself in their shoes to understand their emotions.
The Importance of Empathy in the Workplace
Demonstrating empathy at work is crucial, as we spend a significant portion of our lives in the workplace. Whether we realise it or not, our work environment shapes who we are and who we become. A workplace can be a source of fulfilment or stress, and empathy plays a key role in fostering a positive culture. Understanding how others feel enables us to respond appropriately, creating an environment where people can thrive.
Some perceive empathy as a weakness due to a narrow understanding of what it truly means. Empathy does not equate to tolerating poor performance or avoiding difficult conversations. Instead, it requires courage—the ability to acknowledge people’s emotions while maintaining their dignity and humanity, even when addressing areas for improvement. True empathy means wanting others to reach their full potential, but how it is expressed makes all the difference.
People lacking empathy often conflate respect with performance—believing that once performance declines, respect should diminish as well. However, respect is due to every individual, regardless of their achievements. Effective communication is not just about what is said, but also how it is conveyed.
How Organisations Can Foster an Empathetic Work Culture
- Policies and Frameworks:
Establishing clear organisational policies is the foundation for building empathy. Strong policies against discrimination and harassment are essential, but they must also be effectively implemented. The real question is: How do you bring policies to life? How do leaders role-model them? How do you ensure accountability? Some organisations take a firm stance, even terminating the employment of leaders who violate policies in their interactions with others. - Role-Modelling:
Leaders play a crucial role in setting the tone for an empathetic workplace. Are they actively demonstrating the desired culture? If not, training, coaching, and mentoring can help instil these values. Additionally, recognising and celebrating employees who embody empathy reinforces positive behaviours. Often, we focus on criticising negative actions but fail to highlight and reward the good. Encouraging the right behaviour fosters a culture where empathy thrives.
What Can Employees in a Toxic Work Environment Do?
- Speak Up:
If you are in a toxic environment, address the issue. If you lack the confidence to speak up yourself, find someone who can advocate on your behalf. However, it is important to communicate with empathy. Many employees endure mistreatment until they reach a breaking point, leading to an emotional outburst that may make it harder for the perpetrator to listen. - Seek Support:
Find a mentor or leader who embodies empathy and seek their guidance. At the same time, build resilience and reflect on feedback constructively. Protect yourself from negative narratives—constant criticism in the workplace can erode self-worth and confidence if internalised. Establish personal boundaries to maintain a healthy mindset. - Develop Coping Strategies:
Find practical ways to maintain emotional balance. Identify trusted individuals you can confide in—without engaging in gossip, as workplace rumours only fuel toxicity. Constructive discussions about workplace challenges should focus on solutions rather than venting frustrations.
Is HR Solely Responsible for Embedding a Culture of Empathy?
No. While HR plays a key role in policy development, training, and capability building, leadership ultimately sets the tone. A culture of empathy must be driven from the top down—leaders must embody and reinforce these values, not just HR.
Is Empathy an Inborn Trait, or Can It Be Learned?
Empathy is a skill that can be developed. Individuals raised in environments where harsh language and criticism were the norm may find it harder to express empathy. However, with training, coaching, and mentoring, they can learn to cultivate it. Investing time in developing empathy can be life-changing—leaders should not create environments where employees feel so devalued that they contemplate drastic actions. A true leader uplifts others, fostering growth and hope.
How to Handle a Toxic Boss Who Constantly Criticises Performance
Toxicity in leadership is often about power. A boss who belittles employees for failing to meet targets may feel entitled to do so. One approach to handling such a leader is to have a respectful, direct conversation. However, ensure you are performing to the best of your ability, as it is easier to engage in constructive dialogue when you have a strong work ethic.
Sometimes, bosses who exhibit toxic behaviour have experienced similar treatment in the past but fail to acknowledge the impact of their actions. When addressing the issue, start with facts about their behaviour, explain how it affects you, and propose a solution for moving forward. Demonstrating commitment to improvement can shift the conversation towards positive change.
Final Thought: Be the Leader You Wish You Had
Many who endure poor leadership replicate the same behaviours when given authority. The real challenge is breaking the cycle—choosing to lead with empathy and integrity. Organisations must also invest in leadership development to ensure leaders balance courage with compassion.
“This thought leadership piece is derived from the CIPM radio programme, ‘The Office.’ The opinions expressed in this article are solely those of the guests and do not represent the views of CIPM.”
