The Empathy Advantage: Leading with Both Heart and Results

The Empathy Advantage: Leading with Both Heart and Results

Have you ever thought as a leader, you had to choose between being the dreaded “tough boss” who gets results or the sweet “nice boss” who hands out gold stars like it’s field day in elementary school? I was that leader.  Imagine my surprise when I discovered both are possible—drive outcomes and genuinely care about humans (yes, humans!) who make those outcomes possible.

The Truth About High-Performing Teams

A lesson learned the hard way. Early in my career, it was all about the metrics and deadlines. Sure, we met our goals, and yes, we high-fived, hugged (pre-Covid of course), and celebrated.  

But…. then came the exodus—my best people were burned out and eventually started leaving, and I was left to juggle empty seats.

Slapped with the reality that “people don’t leave companies; they leave people”, I had my big Aha moment:  

People stick around—and step up—when they feel safe and valued.

Psychological safety precedes peak performance. Innovation and productivity naturally follow when team members feel safe expressing concerns, sharing ideas, and being authentic.

Case in point: A project implementation took a nosedive. Normally, when things didn’t go as planned, the interrogation would begin by assigning blame and requiring an explanation of what happened. At the time, I didn’t realize I was dehumanizing my own team, making it a me vs them environment. But this time, I tried something different. I got curious. I asked,

“What’s in our way, and how can we tackle it together?”

The floodgates opened. Team members shared insights about process inefficiencies I would have never seen without their input. Within days, we implemented solutions that not only got us closer to being on track but improved our workflow for future projects.

Practical Framework for Leaders 

Here’s a framework that you can implement immediately:

1.  Start with the human, not the task:
Kick off your next meeting by asking, “How are you really doing?” Then pause. Maya Angelou said it best, “People don’t care how much you know until they know how much you care.”

2. Get curious, not furious:
When stuff inevitably hits the fan, and they sometimes will. Get curious. Ask questions from a place of observation vs a place of judgment.

3. Listen to understand, Not to respond:                                                               When team members speak, resist the urge to formulate a response. Instead, practice active listening, which seeks to comprehend the other’s perspective.

4. Name what’s happening:
Acknowledge what people might be feeling. “I sense a bit of frustration about this new deadline. That’s completely understandable given the high stakes of this project.”  You’d be amazed how quickly naming the feeling can deflate the tension around it.

5. Provide Context, not just Commands: 
Share the ‘why’! Don’t just bark orders like a drill sergeant—explain why you’re doing what you’re doing. A form of inclusivity is connecting individual contributions to the larger purpose.

The payoff? Turnover plummets, innovation soars, and, to be honest, work actually gets fun again. Imagine “fun” and “work” coexisting in the same sentence!

The Best Part

The simple act of trying to be more emotionally aware will speak volumes to your team. They’ll notice, and they’ll appreciate you for the effort.

Think of a situation right now—maybe a colleague who’s struggling with deadlines or a team member who’s feeling anxious about the new processes. How could you handle it with a little more empathy this time around?

Because at the end of the day, being a leader who gets results and cares about people? That’s the real secret sauce.