The Role of Empathy in Leading Diverse Teams Across Airports

Empathy is the most powerful leadership tool you’re not using enough.

When we think about leadership, especially in the high-pressure, fast-paced world of food and beverage operations at airports, what often comes to mind are strategies, KPIs, and efficiency. But there’s a secret ingredient to effective leadership that’s often overlooked: empathy. As the managing director of SSP Australia & New Zealand , leading a team of over 2300 people across 12 airports, I’ve come to understand that empathy isn’t just a nice-to-have—it’s a necessity.

The Airport Environment: A Unique Challenge

Airports are unique ecosystems. They’re hubs of constant motion, where every day brings a new wave of travellers, each with different needs and expectations. Our team members, whether they’re serving coffee at dawn in Melbourne or preparing gourmet meals in Wellington, work in environments that are constantly changing. This diversity isn’t just in the locations but in the people themselves—different cultures, backgrounds, and experiences converge in our venues.

In such a setting, a one-size-fits-all approach to leadership simply doesn’t work. This is where empathy comes in.

Empathy: The Bridge Between Leadership and Connection

Empathy is about more than just understanding—it’s about connecting. It’s the ability to step into someone else’s shoes, to see the world from their perspective, and then act on that understanding. In leading a diverse workforce, empathy is the bridge that connects us to our team members, fostering a supportive and inclusive work environment.

Let me share a story that illustrates this point.

A Tale of Two Baristas

In one of our busiest venues, we had two baristas—let’s call them Sarah and Tom. Both were excellent at their jobs, but their approaches were different. Sarah was energetic, always engaging with customers, and thrived during peak hours. Tom, on the other hand, was more reserved, focused, and meticulous, ensuring every cup of coffee was perfect.

During a particularly busy holiday season, the pressure was on. Sarah’s energy was infectious, but after a few weeks, she began to burn out. Meanwhile, Tom’s quiet precision kept the quality high, but he struggled with the fast pace. As leaders, we could have simply enforced the same expectations on both, focusing on output and efficiency. But that would have missed the point entirely.

Instead, by practicing empathy, we recognized their unique strengths and challenges. We adjusted their shifts, allowing Sarah to take breaks during peak hours and giving Tom tasks that played to his strengths during quieter times. The result? Both baristas felt supported, and the quality of service didn’t just maintain—it improved.

The Impact of Empathy on a Diverse Workforce

Empathy in leadership isn’t just about responding to individual needs; it’s about creating an environment where diversity is celebrated and inclusivity is a given. When team members feel understood and valued, they’re more likely to engage, collaborate, and contribute their best work.

Here’s how empathy impacts our team across the airports:

• Boosts Morale: When leaders show that they care, it boosts team morale. Employees feel more motivated and connected to their work.
• Encourages Innovation: A supportive environment encourages team members to share ideas without fear of judgment. This leads to innovation and creative problem-solving.
• Reduces Turnover: Employees who feel understood and appreciated are less likely to leave. Empathy leads to higher job satisfaction and retention.
• Enhances Customer Service: Happy employees lead to happy customers. When our team members feel valued, they pass that positive energy on to our customers.

Practical Steps to Lead with Empathy

So how do we, as leaders, ensure that empathy isn’t just a buzzword but a daily practice? Here are some practical steps:

1. Listen Actively: Don’t just hear—listen. Take the time to understand the concerns and ideas of your team members. This can be through regular check-ins or simply being present and approachable.
2. Tailor Your Approach: Recognize that each team member is unique. What motivates one person might stress another. Adapt your leadership style to meet the needs of your diverse team.
3. Create Safe Spaces: Foster an environment where team members feel safe to express themselves. Whether it’s sharing a concern or proposing a new idea, ensure that your team knows their voice matters.
4. Lead by Example: Show empathy in your actions, not just your words. Be the first to step in and help during challenging times, and be open about your own challenges to create a culture of transparency and support.

Empathy: The Core of Our Leadership Philosophy

At SSP Australia & New Zealand , empathy is at the core of our leadership philosophy. It’s what drives us to not only meet our business goals but to ensure that our people feel valued, respected, and empowered. As we continue to navigate the complexities of operating across multiple airports, empathy will remain our guiding star, helping us lead with heart and drive success through people.

In the end, the success of our business isn’t just measured in numbers—it’s measured in the well-being of our people. And that’s why empathy isn’t just an option; it’s our way forward.