Empathy Rules!

A few years ago, I worked with a team navigating a massive organizational shift—a new CEO, new strategy, new tools, and new processes all at once. Maria, one of the most experienced members of the team, was on the verge of quitting. “I feel lost,” she confided. “Everything’s changing so quickly, and no one seems to care about how overwhelmed we are.”?

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That moment was an eye-opener for the team leader. Maria wasn’t upset about the change itself—she simply felt unheard and unsupported. In a single conversation, her leader’s display of empathy became the catalyst for rebuilding her trust in leadership.?

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Change Is Constant—Empathy Helps Us Navigate It?

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• Leaders help people navigate change. Change is inevitable. From new technologies to reorganized structures, it’s up to leaders to guide teams through transitions. But here’s the catch: you can’t force anyone to change—you can only help them?want?to change.?

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• Emotions are legitimate. Change often triggers worry, frustration, excitement, or confusion. Validating these emotions fosters psychological safety, which?Harvard Business Review?says is critical for high-performing teams.?

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• Empathy and Curiosity Are Crucial. Leaders can’t simply say, “Get on board.” They must show genuine curiosity about how people are experiencing the transition.? A 2021 Catalyst study found that employees with highly empathetic leaders are 61% more innovative and 76% more engaged.?

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• Empathy Trumps Sympathy.?

- Sympathy:?“I feel?for?you.”?

- Empathy:?“I feel?with?you.”?

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Empathy meets people where they are, reflecting a true understanding of their experience. It’s a bridge to compassion, which asks, “How can I help?”?

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From Empathy to Action?

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Empathy alone is powerful, but leaders must translate understanding into?tangible support. This could mean providing resources, adjusting workloads, or simply checking in more frequently to see if people feel overwhelmed. According to a study by the?Center for Creative Leadership, teams led by managers who show empathy exhibit higher resilience and adaptability during major organizational changes.?

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For a bit more on the power of empathy, watch this video.?

Why Empathy is The Most Underrated Leadership Skill

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Serving Through Empathy?

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• Leaders serve their team. Traditional “top-down” leadership is giving way to a?servant leadership?model. When you serve, you prioritize the growth and well-being of your team.?

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• What service looks like in practice. Actively listen to concerns before imposing solutions. Ask, “What’s challenging you about this change?” and follow up with, “How can I help?” Adapt plans and timelines based on real feedback—no one knows the frontline realities better than your team.?

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Putting It All Together?

• Change is a constant: People need empathetic leaders to navigate uncertainty.?

• We can’t force change: But we?can?help people want to change.?

• Emotions matter: Recognize, respect, and validate them.?

• Empathy unlocks compassion: “I feel with you” leads to “How can I help?”?

• Leaders serve first: Helping others adapt and grow is at the heart of leadership.?

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Your Next Move?

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Next time your team faces a new challenge, pause and ask: “What might they be feeling?” Then practice empathy: listen, reflect, and offer genuine support. You’ll find that when people feel heard and understood, they become more open to the very changes you’re trying to implement.?

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Empathy isn’t just a buzzword—it’s the engine that drives trust, loyalty, and collaboration. By understanding and connecting with the very real emotions people experience in times of change, leaders transform resistance into resilience. That’s why, in times of continuous disruption,?empathy rules!?

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Cheers,?

Greg?

References and Further Reading?

• Dweck, C. (2006).?Mindset: The New Psychology of Success.?(For general insight on mindset shifts related to change.)?

• Harvard Business Review?articles on?psychological safety?and team performance.?

• Catalyst?(2021).?Empathy in Leadership Study.?

• Center for Creative Leadership: Research on?servant leadership?and adaptive teams.??

About the Author????

Dr. Greg Giuliano is an advisor and executive coach to senior executives and teams all over the world, designing change leadership and team development strategies to lead organizational transformation. His mission is to help leaders and teams grow their capacity to enable positive disruption for markets, organizations, teams, and individuals.?????

Greg is the author of the #1 Amazon Bestsellers The Next Normal, Ultra Leadership, The Hero’s Journey: Toward a More Authentic Leadership?and Coaching for (a) Change: How to Engage, Empower, and Activate People.??

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