How to use empathetic responses to drive employee satisfaction

🎧 Listen (4 min)

In the past, I’ve written articles circling this topic, such as Stop invalidating others at work, I’m a leader… how do I know what to do?, and Problem solving vs listening, and Are you an enabler and preventing employees from thinking for themselves?

We all have a strong inclination to offer unsolicited advice/solutions, solve problems for others, or automatically provide direction. While there are definitely times when this approach is appropriate, it should be used intentionally, as it may not always help someone feel truly heard or valued. Additionally, problem solving someone else’s problems without them asking may inadvertently make them feel inadequate or imply that you don’t believe they are capable of solving their own problems.

Listening and responding empathetically to others can yield profound results. I witness this firsthand in coaching sessions, where the ability to respond empathetically is so powerful that several techniques are included in the ICF PCC assessment markers under the section titled “Cultivates Trust and Safety.” When I use these techniques and ask the client at the end of the session what they learned, it’s often brought up as their takeaway from the session “Wow, I hadn’t realized how much courage I was showing in that situation.”

Doing this does not necessarily come very naturally. It takes practice. As we all went through our schooling, the teacher asked a question and it was our job to provide an answer. Not only did this automatically lower our curiosity as we got older, but it also makes this technique feel unnatural and not top of mind.

Here are 4 specific ways you can integrate empathetic responses into your conversations today to help people feel heard and valued:

1. Acknowledge their courage and willingness to share

“Thank you for sharing this with me.”

“Thank you for your willingness to be vulnerable with me.”

“I’d like to acknowledge your desire to reach your potential.”

2. Highlight a strength they are showcasing

“I’m really seeing your strength of teamwork shine through here.”

3. Be genuinely empathetic

“This sounds really challenging.”

“That sounds difficult. I’m sorry you’re going through that.”

“I appreciate your honesty.”

4. Ask how you can support the person

“What can I do to support you?”

Slow down

Now comes the challenging part: slowing down your reaction time to incorporate empathetic responses more consistently. Consider creating a default thought process that prompts you to ask: “What am I noticing here? What can I acknowledge about the person to help them feel heard and valued?”

With intentional effort and practice, integrating empathetic responses into your leadership style can become more instinctive. By recognizing the value of empathizing over solution giving, you can cultivate an environment where individuals feel heard, valued, and empowered. This leads to increased employee engagement, satisfaction, and improved retention.

In today’s fast-paced, rapidly evolving business landscape, effective leadership development is non-negotiable. Clients consistently report that their work with Amber results in elevated leadership skills, increased productivity, reduced turnover, and enhanced interpersonal effectiveness. Clients have built and led high-performing teams, fostered self-accountability, and seen less resistance to change initiatives. Many have attained promotions, boosted their confidence, and taken control of their time and energy.

How to use empathetic responses to drive employee satisfaction

1. Acknowledge their courage and willingness to share

2. Highlight a strength they are showcasing

3. Be genuinely empathetic

4. Ask how you can support the person

Slow down

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