Empathy

What HRBPs Can Learn from Psychotherapy when it comes to Empathy??

In today's fast-paced corporate environment, Human Resource Business Partners (HRBPs) are increasingly being recognised as strategic players who contribute significantly to the success of organisations. Traditionally, HR has been viewed as a function focused on administration and compliance. However, as businesses grow more complex, the role of HRBPs has evolved to include more nuanced responsibilities, such as enhancing employee engagement, fostering organisational culture, and driving change. One of the most crucial skills that HRBPs can develop in this context is empathy, a trait that is foundational in psychotherapy and has powerful applications in HR.

Empathy, the ability to understand and share the feelings of another, is not just a soft skill; it's a strategic tool that can lead to better decision-making, stronger relationships, and a more positive workplace environment. In psychotherapy, empathy is the cornerstone of effective therapy. It helps therapists connect with their clients, build trust, and facilitate healing. Similarly, HRBPs who cultivate empathy can better understand employee needs, address issues before they escalate, and create a supportive work environment that promotes productivity and well-being.

There are many parallels between the roles of psychotherapists and HRBP. I’m interested in how HRBPs can learn from psychotherapy theory and practice to cultivate and apply empathy.

The Importance of Empathy in Psychotherapy

Empathy in psychotherapy is not just a therapeutic tool; it is the essence of the therapeutic relationship. Carl Rogers, a pioneer of humanistic psychology, emphasised the importance of empathy as one of the core conditions for therapeutic change (Rogers, 1957). According to Rogers, empathy allows therapists to understand their clients' experiences from their perspective, which fosters a non-judgmental and supportive environment conducive to healing.

Research has shown that empathy in therapy leads to better outcomes for clients. A meta-analysis by Elliott, Bohart, Watson, and Greenberg (2011) found that empathy is a robust predictor of positive client outcomes across different therapeutic approaches. The ability to empathise with clients helps therapists to tailor their interventions to the specific needs and emotions of their clients, which enhances the effectiveness of therapy.

For HRBPs, understanding the role of empathy in psychotherapy can offer valuable insights into how they can apply similar principles in the workplace. Like therapists, HRBPs work with individuals who may be experiencing stress, anxiety, or other emotional challenges. By developing empathy, HRBPs can better understand the underlying issues employees face, which allows them to provide appropriate support and interventions.

The Role of Empathy in HR

In the HR context, empathy involves understanding employees' perspectives, recognising their emotions, and responding with compassion and care. It goes beyond simply listening to employees; it requires active engagement in their experiences and a genuine concern for their well-being. Empathy in HR can manifest in various ways, such as:

• Active Listening: Taking the time to truly hear what employees are saying, without interrupting or judging. This builds trust and shows that HR is genuinely interested in the employees' and leadership concerns.
• Personalised Support: Recognising that each employee and leader is unique and may require different types of support. This could involve flexible working arrangements, mental health resources, or tailored development opportunities.
• Conflict Resolution: Addressing conflicts in a way that considers the emotions and perspectives of all parties involved, leading to more effective and lasting resolutions.
• Building a Positive Culture: Creating an organisational culture that values empathy, where employees feel safe to express their feelings and know that their concerns will be addressed with care.

Empathy in HR is not just about being "nice" or "understanding." It is a strategic approach that can lead to better decision-making, increased employee engagement, and a stronger organisational culture. For example, when HRBPs empathise with employees during times of organisational change, they are better equipped to manage resistance and foster a smoother transition. Similarly, empathy can help HRBPs identify potential issues before they escalate into larger problems, allowing for more proactive management.

Learning from Psychotherapists: Practical Tips for HRBPs

HRBPs can learn a great deal from psychotherapists about how to cultivate and apply empathy in their roles. Here are some practical tips:

1. Develop Self-Awareness: Just as psychotherapists must be aware of their own biases and emotions, HRBPs should also develop self-awareness. This involves reflecting on one's own emotional responses and understanding how they may impact interactions with employees. Self-awareness is the first step towards genuine empathy, as it allows HRBPs to separate their own emotions from those of the employees.
2. Practise Active Listening: Active listening is a key skill in both therapy and HR. HRBPs should make a conscious effort to listen to employees without interrupting, judging, or offering immediate solutions. This means giving employees the space to express themselves fully and acknowledging their feelings before responding. Active listening also involves paying attention to non-verbal cues, such as body language and tone of voice, which can provide additional insights into how the employee is feeling.
3. Create a Safe Space: In therapy, creating a safe and non-judgmental environment is crucial for fostering open communication. HRBPs can create a similar environment in the workplace by encouraging open dialogue, maintaining confidentiality, and showing respect for all employees. When employees feel safe to share their thoughts and feelings, HRBPs can gain a deeper understanding of their needs and concerns.
4. Use Empathy in Decision-Making: Empathy should be a guiding principle in HR decision-making. This means considering the potential impact of decisions on employees and striving to balance organisational goals with employee well-being. For example, when implementing a new policy, HRBPs should think about how it might affect different employees and whether any accommodations are necessary.
5. Continuous Learning and Development: Psychotherapists are required to undergo continuous training and supervision to refine their skills and stay current with best practices. Similarly, HRBPs should commit to ongoing learning about empathy and related skills, such as emotional intelligence and conflict resolution. This could involve attending workshops, seeking mentorship, or reading up on the latest research in psychology and HR.
6. Model Empathy: Finally, HRBPs should model empathetic behaviour in their interactions with employees, managers, and other stakeholders. By demonstrating empathy in their own actions, HRBPs can set the tone for the rest of the organisation, encouraging others to adopt a more empathetic approach in their work.

The Impact of Empathy on Organisational Outcomes

The application of empathy in HR is not just beneficial for employees; it also has significant positive implications for the organisation as a whole. Studies have shown that empathetic leadership and management practices lead to higher levels of employee engagement, job satisfaction, and loyalty (Gentry, Weber, & Sadri, 2016). Employees who feel understood and supported are more likely to be motivated, productive, and committed to their work.

Moreover, empathy can contribute to a more inclusive and diverse workplace. When HRBPs approach diversity and inclusion efforts with empathy, they are better equipped to understand the unique challenges faced by underrepresented groups and to create policies and practices that address these challenges effectively. This, in turn, can lead to a more equitable and supportive work environment for all employees.

Empathy also plays a crucial role in employee retention. According to a study by Businessolver (2019), 93% of employees said they are more likely to stay with an empathetic employer, and 82% would consider leaving their job for a more empathetic organisation. This highlights the importance of empathy in not only attracting but also retaining top talent.

Empathy is not just a soft skill; it is a strategic tool that can drive better decision-making, enhance employee engagement, and foster a positive organisational culture. HRBPs who prioritise empathy will be better equipped to navigate the complexities of today's workplace and to contribute to the overall success of their organisations.

References

Businessolver. (2019). State of Workplace Empathy. Retrieved from https://www.businessolver.com/resources

Elliott, R., Bohart, A. C., Watson, J. C., & Greenberg, L. S. (2011). Empathy. In J. C. Norcross (Ed.), Psychotherapy relationships that work (2nd ed., pp. 132-152). Oxford University Press.

Gentry, W. A., Weber, T. J., & Sadri, G. (2016). Empathy in the Workplace: A Tool for Effective Leadership. Center for Creative Leadership. Retrieved from https://www.ccl.org

Rogers, C. R. (1957). The necessary and sufficient conditions of therapeutic personality change. Journal of Consulting Psychology, 21(2), 95-103.