Why Empathy Is One of the Most Overlooked Skills in Business
Why Empathy Is One of the Most Overlooked Skills in Business
It was a sunny day in April. The air was crisp and the walk ahead of us enjoyable.
I stared at the beautiful Embarcadero situated near our San Francisco office, feeling grateful for working close to such a stunning view.
Then I shifted my gaze over to Tim, my walking mate for the afternoon. We were on one of many walking meetings we’d shared over the past year. But this time was different.
Tim, a normally talkative employee, was dragging his heels and appeared disgruntled whenever I asked for status updates. He kept his head down, answering only in curt replies.
Something was off.
As his supervisor, I could have easily approached his behavior with a stern stance, by grilling him, or asserting my authority. But 14-plus years of entrepreneurship have taught me one thing: A harsh, adversarial response is never the answer.
Instead, I slowed my pace and asked him how things were going at home. “Is everything OK?”
Tim confided then that his father had recently had a stroke, and that he was taking turns spending nights at the hospital, leaving him tense and run-down.
I nodded. “I’m so sorry, that sounds very hard.”
“How can I support you?” I offered.
We spent some time talking over how to alleviate some of his load at work, and even scheduled some days off for him to be with his family.
After our conversation, it was as if a weight had been lifted. In our meeting afterward, he began eagerly participating, even offering feedback I hadn’t asked for.
Showing genuine care and concern only took a few seconds of my time, but it was enough to let Tim know that I was on his side.
One of the most overlooked skills in business
Empathy — the capacity to recognize and understand other people’s feelings, to “put oneself in someone else’s shoes” is a critical leadership skill. Common sense tells us that it’s a basic human quality most founders would have in their arsenal, but in fact, it’s one that many leaders often get wrong.
In a commencement speech on June 15, 2014, American business magnate and philanthropist, Bill Gates, stood before an audience of Stanford grads and spoke of channeling optimism into a conviction to make things better.
“If we have optimism, but we don’t have empathy,” he said, “then it doesn’t matter how much we master the secrets of science. We’re not really solving problems; we’re just working on puzzles.”
This has been true to my experience as the CEO of my company JotForm. We started with one goal: Create a drag-and-drop tool that enabled people to quickly build forms, even if they didn’t know how to code. As a software engineer, I’ll be the first one to say I’m the biggest nerd I know. I enjoy taking a complex issue and making it easy and accessible.
I’ve had the privilege of growing our small startup to a business with over 250 employees and seven million users worldwide.
And what I’ve learned from being a founder all these years is that people, not software, matter most. Connecting with our team and our customers is the real vision that keeps us moving forward.
I believe the secret to our success lies in empathy.
Beyond sympathy
Our culture admires a certain business stereotype: the die-hard leaders who push the envelope and only care about themselves. But at what price?
A shortage of empathy in the workplace accounts for an increasing lack of employee engagement, which impacts productivity. This costs businesses more than $600 billion per year.
How does this happen? Simple: by confusing empathy with sympathy.
Sympathizing — feeling sorry for an employee’s situation isn’t the same as understanding their feelings and needs, or building rapport.
Instead of becoming annoyed with their employees or commanding them to pick up the slack, effective leaders know how to express themselves by showing real concern and asking how they can improve the situation.
While valuable, sympathy is only a surface-level response that keeps you at a distance.
Empathy, on the other hand, is a perspective shift — it’s genuinely imagining yourself being in the other person’s shoes, and allows you to connect on a deeper level.
Empathy fuels productive conversations
“As a leader, you should always start with where people are before you try to take them where you want them to go.” – Jim Rohn, Entrepreneur and Author
Many entrepreneurs mistakenly believe that empathy is something you’re either born with or not. But as CEO of Microsoft, Satya Nadella, emphasizes, empathy is a muscle that needs to be exercised.
Nadella, who went through numerous personal challenges — trying to obtain a green card to come to the United States, building a new life for himself and his family, adjusting to his children’s disabilities — all of these struggles gave him the emotional insight and sensibility to create a collaborative company culture.
He didn’t just relate to employees and customers on an intellectual level, he understood that everyone needs to feel supported in one way or another.
Empathy isn’t only human and caring; it’s also practical, as Peter Bregman points out in a story for Harvard Business Review. It can turn a confrontational conversation into a collaborative one — allowing all parties to arrive at a shared truth.
When we can take our hard lessons learned and channel them into the ways we communicate with our team, we foster engagement. We do this by actively listening, being open to feedback, and approaching employees with attention and care.
“Empathize first,” Bregman writes. “It doesn’t take long, and it’s not complicated. Just start with the relationship — even if you don’t feel like you have an established one — because showing care and concern is what creates that relationship.”
Simply asking if someone is OK is enough to let them know you’re willing to show up when it counts.
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10 Essential Strategies To Succeed In Your First Job Congratulations, graduate! After the exhausting and stressful process of finishing school, searching for and landing your..
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Apr 19, 2019Starting a New Job?
When You Start a New Job, Pay Attention to These 5 Aspects of Company Culture When you join an organization, you have a short window..
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Apr 12, 2019How To Escape Procrastination
How To Escape The Procrastination Doom Loop When you imagine a highly productive person, you likely think of someone who focuses effortlessly on the job..
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Apr 5, 2019Exceptional Employees
8 Clues That a Candidate Will be an Exceptional Employee Over the past 40 years, I have reviewed at least 30,000 resumes and LinkedIn profiles..
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Mar 22, 2019Increase Employee Retention
4 Smart Ways to Increase Employee Retention Keeping your employees once you have them is a thorny problem in the staffing services industry. The difficulty..
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Mar 15, 2019Things Happen!
Here's How To Recover From A Career Setback Whether you’ve botched an interview question, cancelled an important meeting last-minute or missed a typo in an..
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Feb 15, 2019Workplace Diversity
In an 8-Minute Animated Film, Pixar Just Captured Why Companies Still Struggle With Workplace Diversity Yes, it's a movie about a pink ball of yarn--but..
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Feb 1, 2019Your Social Media Profile
Here’s what recruiters look for on a candidate’s social media profile Maintaining the right balance between being professional and being yourself on social media can..
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Jan 25, 2019Effective Job Interview
How to conduct an effective job interview As the employment market improves and candidates have more options, hiring the right person for the job has..
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Jan 18, 2019Things You Should Never…
14 Things You Should Never, Ever Say In A Job Interview It’s always intimidating to interview for a new job, whether you’re fresh out of..
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Jan 11, 2019Reasons for Leaving?
How To Answer Why You Left (Or Want to Leave) Your Employer If you want the job, don't reveal this. Job interviews are designed to..
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Jan 4, 2019A good LinkedIn Summary
Here's how to write a LinkedIn summary that could help you land your dream job, according to a marketing director at LinkedIn You might approach..
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Dec 14, 2018Stay Focused Through the…
14 Ways to Stay Focused at Work Through the Holidays We’re in the midst of the holiday season, and as you try to juggle parties,..
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Dec 7, 2018Great Employees Leave Great…
Why Great Employees Leave “Great Cultures” “We have a great culture.” We have all heard it. We have all said it. But what does that..
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Nov 30, 2018On-the-Job Training
Young Workers No Longer Get the On-the-Job Training They Need -- So They're Finding It Elsewhere With companies training people less, the most valuable path..
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Nov 23, 2018Help Your New Hires…
3 Ways You Can Help Your New Hires to Succeed Filling a vacant position is expensive, and unless you do these three things, it's liable..
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Nov 15, 2018A Successful Meeting
Three Ways To Prevent Someone From Stealing Your Spotlight In A Meeting We've all been there at one point or another. You're in a meeting,..
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Nov 2, 2018When should managers overlook…
Why managers should overlook results in these situations By focusing on culture and people first, you can set your team up for success in the..
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Oct 12, 2018Integrators VS Segmentors
Are your employees integrators or segmentors? An organization has both integrators and segmentors. Being a segmentor is a tough ask. If you choose to be..
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Oct 5, 2018Help Your Team Members…
Help Your Team Members Succeed (Especially When They're Tempted to Leave) Help that valued employee being lured by another opportunity think through what they are..
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Sep 28, 2018Avoid Toxic Team Members
Are You Hiring a 'Team' Player -- or Someone Just Looking out for No. 1? How can leaders make sure they're not unwittingly inviting a..
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Sep 21, 2018What Motivates You to…
What Motivates You to Work? That paycheck will never be big enough if it's the only reason you're going to work. Each of us respond..
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Sep 14, 2018Update Your Resume
Updating Your Résumé Might Mean Updating Yourself It seems like a total no-brainer: you should update your résumé and online profiles when you are job..
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Sep 7, 2018Tap Into Your Motivation!
Putting Yourself In Drive: How To Tap Into Your Motivation The one common component in every great success story is motivation: an ever-elusive elixir that..
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Aug 31, 2018Enhancing your job search
How To Bounce Back When The Job Search Gets You Down With a dream job in mind, an updated résumé in hand and responses to..
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Aug 17, 2018Social media can cost…
When 'What Happens In Vegas' Ends Up In Your Job Search What happens in Vegas really doesn’t stay there. That “funny” picture about that..
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Aug 10, 2018Avoid Summer Slump
How To Improve Productivity For Yourself And Your Team This Summer July and August are historically bad months for productivity. It might be the warm..
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Aug 3, 2018Emotional Intelligence at Workplace
How To Develop More Emotionally Intelligent Employees In the quest to develop leaders who will foster a culture of equity and inclusion in the workplace,..
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Jul 27, 2018Are you ready to…
The Difference Between People Who Succeed and People Who Flop Successful people charge forward, take calculated risks, and come out on top because of it...
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Jul 20, 2018Rewarding Employees Wisely
5 Ways to Reward Employees When Raises Aren't an Option Many workers are doing double duty these days because employers either can’t afford to hire..
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Jul 6, 2018Hiring the right people?
5 Steps to Hiring the Right People for Your Business "Hire slow, fire fast" is great advice, but it's not always easy to follow. The..
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Jun 29, 2018Ready for Entrepreneurial Success?
4 Entry-Level Jobs That Will Prep You for Entrepreneurial Success Success is a journey, not a destination, so think hard about where to start. Entrepreneurship..
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Jun 8, 2018Back On Track
How to get back on track when you’re having an unproductive day A rocky start shouldn’t dictate your entire workday. Do these things to reverse..
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Jun 1, 2018Value of Office Communication
Why Office Communication is Highly Valued and Often Ignored A huge number of employees don't trust their bosses, and it's not hard to figure out..
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May 25, 2018Impacts of High Turnover
The Negative Impacts of a High Turnover Rate High turnover rates can negatively affect a company and its employees in many ways. With the constant..
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May 11, 2018Employee Onboarding Strategies
Seven New Onboarding Strategies You'll See This Year According to a study from Equifax, more than half of all employees who left their job in..
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May 4, 2018Strategic Workforce Tools
Your Workforce Tools Are More Strategic Than You Might Think This is not a typical article about attracting talented job candidates or retention — while..
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Apr 20, 2018Engagement Strategy
Don’t Let ‘Meaning’ Be Missing From Your Engagement Strategy Meaning is one of the five keys in building employee engagement and it may be the..
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Apr 5, 2018Inclusion in the Workplace
Inclusion Doesn’t Mean Including Everything and Everyone Inclusiveness is not about thought policing. It’s also not about turning everyone into a liberal. It’s a normal..
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Mar 30, 2018Inspire Change In Your…
4 Ways To Inspire Change In Your Employees Have you ever listened to a speech that inspired you so much, you were ready to make..
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Mar 23, 2018Employees Feel and Act…
7 Ways to Incent Employees to Feel and Act as Owners Building accountability into your business culture is a leadership process. It can't be driven..
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Mar 16, 2018Don’t Shuffle People Into…
Don't Shuffle People Into the Wrong Job Just Because They're Already on the Payroll You grow your company by putting proven performers where you need..
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Feb 26, 2018Minimise Workplace Negativity
Tips for Minimizing Workplace Negativity To Deal with Negativity in the Workplace, Use These 9 Tips Nothing affects employee morale more insidiously than persistent workplace..
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Feb 16, 2018Fail at Switching Jobs?
This Is the No. 1 Reason Why People Fail at Switching Jobs (and What to Do About It) There's a reason changing careers is so..
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Feb 9, 2018The future Workspace
Why a Coffee Shop Will Probably Be Your Workspace Within 10 Years As the gig economy grows, there are both social and scientific reasons why..
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Feb 2, 2018A Technique To Get…
Didn't Get Your Dream Job? This 1 Technique Could Get You a Second Chance Every job seeker experiences this at least once, if not several..
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Jan 26, 2018
Prepare new employees for…
The Best Way to Set New Employees Up for Success Create an onboarding program that's both meaningful and memorable Congratulations; you've just hired a terrific..
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Jan 19, 2018First Hour, Day, Week,…
Do This In Your First Hour, Day, Week, And Month Of Your New Job Getting settled into your new job is the ultimate act of..
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Jan 5, 20187 Ways Modest Leadership…
7 Ways Modest Leadership Increases Team Success When we imagine the traits of successful leaders, whether they are managers, high level executives, CEO's or owners..
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Dec 29, 2017Grateful Workplaces and Engaged…
Grateful Workplaces and Engaged Employees All leaders need to ask themselves why happy and engaged employees are worth their weight in gold. If you’re a..
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Dec 15, 2017Employee stress during Christmas
Managing employee stress during the festive period More than half of employees feel stressed in the weeks leading up to Christmas, with most calling for..
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Dec 1, 2017Appreciating your employees
How to Avoid the No. 1 Reason People Leave Their Jobs William James, the father of psychology, stated that the most fundamental psychological need is..
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Nov 17, 2017Employee Appraisals
Importance of Effective Employee Appraisals The performance appraisal may be one of the few times during the year where an employee and the reviewer, typically..
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Nov 2, 2017The workplace is changing
From Cubicle To Coffee Shop - How The Workplace As We Know It Is Changing In the past few years we have seen a major..
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Oct 13, 2017Working for small companies
Why You Should Consider Working For A Small Company Eighty-four percent of small-business employees are happy in their current job, according to the 2017 Aflac..
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Oct 6, 2017HR’s key role in…
HR's key role in enlightened office design HR magazine and Landid's roundtable on the workspace of tomorrow explored how HR can positively influence facilities management..
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Sep 22, 2017Workplaces still hamper productivity
Workplaces still hamper productivity Noise, lack of privacy and space are some of the factors causing the greatest dissatisfaction among office workers Nearly half of..
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Sep 15, 2017Lost your Job?
Nine Things You Should and Shouldn't Do If You Lose Your Job Most of us wouldn’t think to associate the words "joblessness" and "fun," but..
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Aug 25, 2017Top 10 Benefits Of…
Top 10 Benefits Of A Workplace Wellness Program When Google opened up in the 90s it took a unique approach to employee satisfaction. In an..
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Aug 16, 2017Write your first CV
It's all about potential: how to write a CV with no work experience Follow these tips to stand out among competing candidates – from research..
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Aug 4, 2017Is it time to…
The Best Ways to Reward Employees. Having an effective reward program in place can help solve many of your HR issues. Every company needs a..
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Jul 28, 2017Burnout: exhausted or lonely?
Burnout at Work Isn’t Just About Exhaustion. It’s Also About Loneliness More and more people are feeling tired and lonely at work. In analyzing the..
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Jul 21, 2017People don’t take HR…
People Don’t Take HR Seriously; Here’s Why That’s Dangerous Legacy beliefs like being the bad guy and a lack of strategic vision isolates HR, and..
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Jun 30, 2017Career Development
Think Strategically About Your Career Development In a world where the average employee sends and receives 122 emails per day and attends an average of..
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Jun 16, 2017Diversity and Inclusion
Diversity Doesn’t Stick Without Inclusion Leaders have long recognized that a diverse workforce of women, people of color, and LGBT individuals confers a competitive edge..
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Jun 2, 2017Advance Your Career
How To Advance Your Career In A Crappy Entry-Level Job Yes, you can still bring yourself one step closer to snagging that dream job even..
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May 2, 2017Employee Burnout
What causes burnout and how it can affect both the employees and the organisation How HR Can Help Prevent Employee Burnout An engaged workforce. It's..