Have you ever had a conversation in a business context where know that the point you were trying to convey was truly heard—not just acknowledged, but understood? This may not happen enough these days, but it’s a powerful leadership attribute when it’s baked into the culture of an organization.
In the world of strategy, execution, and innovation, we don’t talk about empathy. But the reality is, it’s one of the strongest competitive advantages a business can have.
Empathy isn’t just a touchy-feely buzzword. As Brené Brown puts it, it’s “feeling with people” and that requires a mindset of discovery, a willingness to listen beyond words, and a commitment to understanding what truly drives the person across the table.
I see this firsthand in the work we do at Reason & Republic, the company that manages our charter schools. It’s not uncommon for families come to us exhausted, frustrated, and at the end of their rope. They’ve experienced a system that hasn’t worked for their child, and they often have concluded they have nowhere to turn. But when we take the time to really listen, and offer a solution tailored to their needs, everything changes. It’s no longer just about education; it’s about restoring hope to a family and a student.
This isn’t limited to the schools in our portfolio. Empathy is a force multiplier in every industry. One important disclaimer: being empathetic does not mean we don’t have hard conversations. It simply means we handle conflict more effectively because we’re attuned to people, even when holding them accountable.
As Donald Miller says, credibility and empathy are the two requirements to be a guide worth following. And in an increasingly automated and transactional world, people are looking for that kind of guide.
How has empathy made a difference in your leadership, business, or personal life? Let me know in the comments.