The Role of Empathy in Leadership

Nelson Mandela, Martin Luther King Jr., Mahatma Gandhi, and Abraham Lincoln are leaders whose acts of kindness inspired followers and achieved successes that remain relevant to this day. Empathy is a cornerstone of human connection, expressed through our interactions with others and ourselves. It is rapidly becoming an increasingly important factor in the success of organizations and causes, as it fosters trust, collaboration, and productivity.

Among the latest arrivals to the workforce is Generation Z (Gen Z). With the rapid growth of the technology sector, the need for sharp, innovative thinkers is crucial to achieving organizational goals. However, traditional leadership styles have proven less effective with this demographic.

Traditional leadership often emphasizes toughness, assertiveness, and a relentless pursuit of results, while empathy and mentorship tend to be secondary. Nonetheless, empathy and mentorship played a key role in the success of the aforementioned leaders. It’s important to note that there was no Gen Z during their time. Discipline, determination, and sacrifice are still essential for success in any organization or initiative, but empathy acts as the glue that binds these qualities together.

Kindness is not a sign of weakness; rather, it is a powerful strength that builds trust, fosters innovation, and motivates teams to reach their goals.

Kind Leaders Aren’t Weak

Steve Jobs, the co-founder of Apple Inc., was known for his demanding leadership style. However, he was also a leader who listened, took responsibility, and genuinely cared for his people. Empathy doesn’t dilute authority—it enhances it. For example, after a failed demo at Pixar with Intel, Jobs went on a rant and even yelled at his team. Nevertheless, he later called everyone together to apologize—not for raising his voice, but for not doing his part to ensure the demo’s success. An empathetic leader addresses mistakes through open communication, constructive feedback, and support, rather than harshness or criticism. Research widely reports that employees who feel valued and supported are more likely to take responsibility, learn from their mistakes, and improve.

The Science of Empathy

Empathy isn’t just emotional—it’s scientifically backed and most impactful when paired with meaningful actions. Acts of kindness trigger the release of oxytocin in the brain, fostering trust and connection. Neuroscience widely reports that kindness reduces stress, improves mood, and enhances health, creating a positive feedback loop within teams. Employees who feel cared for are more engaged, productive, and innovative. This principle not only applies internally but also externally; kind interactions with customers foster brand loyalty and advocacy.

Leaders who fail to empathize risk creating toxic environments marked by high stress and turnover. In contrast, Empathy fosters understanding, which, when acted upon, cultivates motivation and commitment. A work culture that lacks kindness can quickly become toxic. An investigation into the fall of Nokia, where 76 top and middle managers were interviewed, revealed that the company's failure was not due to inferior phone hardware, but rather an organizational fear rooted in a culture of temperamental leadership. Middle managers were too afraid to speak up.

Pay It Forward

Sundar Pichai, CEO of Google and Alphabet, has shaped the success of his companies through his "pay it forward" leadership style, fostering a culture of innovation and collaboration. He is known for empowering teams to experiment and take ownership, resulting in groundbreaking products like Google Assistant and advancements in AI. Pichai’s initiatives, such as "Grow with Google," provide digital skills training, boosting user engagement and expanding the company's customer base.

Jacinda Ardern, the former Prime Minister of New Zealand, was able to inspire a ripple effect of positive leadership among her cabinet through her empathetic, collaborative, and service-oriented leadership style. In 2019, following the tragic mosque shooting in Christchurch, Ardern’s kindness inspired a wave of support for marginalized communities, both in New Zealand and globally. Her inclusive approach encouraged others in leadership positions to model similar values of compassion and unity.

Empathy is contagious, sparking a cycle of positive results that elevates morale, productivity, and collaboration. When leaders model empathy and translate it into thoughtful actions, they set the tone for the entire organization, influencing how people prioritize tasks, utilize resources, and interact with one another. Empathy builds communities where individuals feel seen, supported, and empowered.

Practical Steps to Lead with Empathy

1. Recognize and Appreciate Efforts: Celebrate achievements before discussing areas for improvement. Recognition fuels morale and motivation, creating a positive environment for growth.
2. Listen Actively and Provide Feedback: Value team members’ ideas and offer feedback that encourages growth. Focus on solutions, not personal faults, to inspire confidence and development.
3. Offer Support and Flexibility: Acknowledge that employees have lives beyond work. Flexibility and support foster trust, work-life balance, and overall well-being.
4. Create a Safe and Inclusive Space: Ensure that everyone feels heard and respected. Encourage open communication and ensure all voices are valued, promoting a sense of belonging.
5. Lead by Example: Demonstrate kindness through your actions and interactions. When leaders embody the behaviors they want to see, they inspire their teams to do the same.

Virtual work is on the rise with new and complex challenges, empathetic leaders who promote psychological safety and belonging drive stronger, more resilient teams and successful companies. Kindness isn’t a soft skill—it’s an essential leadership strategy.