Cultivating Empathy: Featuring guest author Patrick Leddin, PhD

Below is a recent article by author and leadership speaker Dr. Patrick Leddin that has some great advice on cultivating empathy. A skill that seems to be lost in our hectic, busy lives of wanting to check items off the list, or solve problems quickly and move on to the next. This week I hope you will consider using the practices he shares on cultivating your empathy.

Treat Your People as You Would Treat Your Best Customers

Picture this: you pick up the phone, and on the other end, there's a customer who's upset. Her voice is trembling, her words rapid. She lays out a problem she's been grappling with for some time and seeks your assistance.

As she vents her frustrations and concerns, you prepare to dive into problem-solving mode. However, she continues to circle back to her grievances, seemingly trapped in a loop of frustration.

The conversation ping-pongs between her seeking a sympathetic ear and your desire to fix the issue. It leaves you wondering, does she genuinely want a solution or just a platform to vent?

Now, let's pause and consider this: What if I told you that, deep down, she does want a solution, but there's a prerequisite. She needs to feel heard—truly heard—before she's ready to tackle the problem.

Empathy is the ability to connect with others on an emotional level, stepping into their shoes and viewing the world from their perspective. It's a skill that leaders should wield like a powerful tool.

When your team members come to you with concerns or challenges, they often bring a hefty dose of emotion. It might be the first time you've heard about it, but it's been a long-standing issue for them. And let's not forget, you've likely been in their shoes too, seeking understanding in your own life.

To harness the full potential of your interactions, you must demonstrate that you understand their predicament and genuinely care about their well-being. Without this empathetic foundation, the value you aim to create will remain elusive.

Empathetic listening begins by acknowledging the need to be understood. It's not about immediate problem-solving, agreement, or launching into your own stories.

To cultivate empathy, consider these practices: ask thoughtful questions, validate their feelings, attentively listen to their responses, and reflect on their words and emotions. Start with the intention of understanding and refrain from jumping in with advice or anecdotes until they know they've been heard.

Now, reflect on your level of empathy. How often do you interrupt others? Are you genuinely listening to understand, or are you simply waiting to share your perspective?

Remember that each team member's interpretation of your message may differ, influenced by their unique experiences and emotions. When someone feels unheard, negative emotions can surface, and they might scrutinize the message's source.

If you want your team to open up, collaborate, and work towards solutions, it all begins with meeting their fundamental need to be heard and understood. Approach your team members as valued customers seeking support, and you'll find that your leadership becomes more effective and influential.

You can learn more about Patrick Leddin, PhD and subscribe to his LinkedIn articles here.

Enjoy reading Kevin’s newsletter? Forward it to your friends and colleagues with a recommendation they subscribe as well. Here is the subscription link.

Kevin D. Brown is a branding and culture expert. He’s an award-winning motivational speaker, bestselling author, and the creator of The Hero Effect®. Follow him on LinkedIn, Instagram, Facebook, and Twitter.