The Best Leaders Are Empathetic Leaders

Can you remember the incident that took place on a United Airlines flight in 2017 where Dr. Dao was dragged off the plane, blood running from his mouth and mumbling, “Just kill me.”

Many accuse United Airlines CEO Oscar Munoz of lacking empathy towards Dr. Dao in his response after the incident, calling the passenger disruptive' and 'belligerent,' which sparked a public campaign to boycott United Airlines. Munoz subsequently changed his tone and issued an apology to Dr. Dao. However, nothing changed at United because weeks later, a United gate agent refused to allow two young girls to board a plane because their leggings didn’t adhere to the airline’s dress code for “pass travelers,” and just last year, a flight attendant insisted on putting a dog in an overhead bin because its carrier wouldn’t fit under the seat and assured the dog’s owner that it would be fine. The dog was found dead upon arrival at the destination.

To continually inspire your people to perform at their optimum best, you must understand their perspectives and give them the respect they deserve, which is reflected in the service they provide to their customers. Empathy allows you to achieve this. As a result, according to Lolly Daskal, empathy is the most critical skill leaders need today, and the best leaders are empathetic leaders.

However, many people today believe that emphatic leaders are weak. For some reason, they believe that this “soft Skill” is a nonessential variable that adds no value to their leadership and, by extension, their organization. According to Bruna Martinuzz, all the studies have linked empathy to superior business results.  

“Can you teach someone to be empathetic?” According to Bruna, we all know some naturally and consistently empathetic people. These people can easily forge positive connections with others. They use empathy to engender trust and build bonds, creating positive communities for the greater good. However, even if empathy does not come naturally to some of us, I firmly believe that we can develop this capacity.

Here are a few practical tips you should consider to help become an emphatic leader, as outlined by Martinuzz:

Take A Personal Interest In Your People.

 When a leader demonstrates to employees that they care, the reciprocity reaction kicks in, to the point where they put more effort into helping their leader and, by extension, their organization becomes successful, according to Harvey Deutschendorf. Successful organizations are aware of this, and their leaders continuously look for ways to notice, compliment, and find ways to show their appreciation to their staff. Show people that you care and ask them questions about their hobbies, challenges, families, and aspirations. This genuine curiosity about their lives will help foster a great, long-lasting relationship. 

Listening Skills. 

Leaders must be good listeners to understand others and sense their feelings. Skilled listeners let others know they are being heard and express an understanding of their concerns and problems. When a leader is a good listener, people feel respected, and trust can grow. 

Be Fully Present 

 Don’t check your email, look at your watch or take phone calls when a direct report drops into your office to talk to you. Truly engage your people and create meaningful connections. Put yourself in their shoes. How would you feel if someone did that to you? 

Encourage and Develop Your People 

Particularly the quiet ones, when they speak up in meetings. A simple thing like an attentive nod can boost people’s confidence.

Empathy is a vital part of emotional intelligence that several researchers believe is critical to effective leadership. Some companies believe empathy is so essential that they send managers to “empathy training.” According to the Wall Street Journal, 20% of employers now offer empathy training, up substantially from 10 years prior. Empathy helps build a great team, build trust and nurture a new generation of leaders. 

Leadership is all about people and relationships. Whether you’re the leader of a small team, the manager of a large retail store, or the CEO of a global corporation, your people make your organization successful. Oh, and by the way, previous reports say that United Airlines reached a confidential settlement with Dr. Dao to the tune of $140 million for the injuries he suffered, including a broken nose, a concussion, and broken teeth.

It pays to show empathy. 

About The Author

Gifford Thomas is the founder of Leadership First, a dynamic platform that inspires 6.5M+ leaders daily to believe in the impossible. Gifford is also the author of the Amazon Best Sellers, Unlock The Hidden Leader, Become The Leader You Were Destined To Be and The Inspirational Leader, Inspire Your Team To Believe In The Impossible.