Empathetic Leaders Are The Need of The Hour

Since the lockdown began, employees of companies across India have faced two challenges — one, the collective trauma of the pandemic both for themselves and their families, and two, the prospect of losing their jobs or taking pay cuts. The less fortunate are staring at an uncertain future as they cope with loss of income and value in the job market. Most, if not all, are hoping for a saviour to come to their rescue.

And that saviour could well be the business leader. The honcho who shows concern and empathy for people in the most difficult of times, as we find ourselves in today, and certainly not the one who has the power to axe jobs and throw employees under the bus.

As the country shut down in a desperate effort to eradicate coronavirus, many employers put aside their growth projections and profits to lift the morale of their employees, ensure the health and safety of the workforce, and assure them that their jobs were safe. Business leaders became human leaders who showed that they cared for the organisational family nearly as much as they did for their own back home. These are the qualities of a true leader.

I believe leadership is more than wearing a title and sitting at the head of the boardroom table. It's as much about being sensitive and empathetic towards employees, offering moral and emotional support when they need it most, and building effective and lasting relationships. The present crisis has given all of humankind, and especially those in positions of authority and leadership, the necessary means to make a difference in the lives of a vast majority of people working out of their homes for an indefinite period.

Most often, the first step to empathy is assuring employees — "We are here for you." And then asking them — "What can we do to help you in these times?" Show that you care and be honest and transparent about it. No one expected the pandemic. But now that it's in our midst, compassionate response from a business leader can go a long way in putting his or her employees at ease and helping them coast through the work-life disruption.

Here, internal communication, specifically emails, is an important part of crisis management. Organisations can set the tone — gently so — by being open about where they stand amidst all the chaos and engaging with employees through frequent and reassuring emails. If a company plans to announce a pay cut, then it must communicate its intention with a humane face. A good business leader will first forgo his or her own salary, fully or partially, before forcing the rest of the workforce to take a cut in the larger interest of the organisation. Pay cuts always begin at the top. Compensations start at the bottom.

An empathetic leader would also be involved in the growth of his or her employees in a way that it helps their performance within the organisation as well as in their career goals. For example, organisations can improve quality, productivity and commitment by investing in employee up-skilling and training programmes that will help them see through this present crisis and prepare them to deal with unforeseen situations in future. Many employers across India are already sponsoring online and digital training courses for their working staff. Such a course would benefit both the company and the employees in the short and long term.

Unfortunately, empathy and compassion are more unseen than seen. Hence, I see our collective plight today as a catalyst to promote and practice goodwill and fellow-feeling towards employees as well as among societies and communities. Effective leadership is all about building trust and cooperation among the employees and other stakeholders and partners. Empathy brings business leaders and their teams closer. It also enables them to study the impact of their decisions and actions on employees, and take course correction where necessary.

In these troubled times, business leaders need to spend more time with their team members — even if it's in a virtual world — listen to their thoughts and ideas with an open mind, and appreciate and implement workable solutions. This way, leaders can get to know their employees better, boost their capabilities and encourage them to take on greater responsibilities. The key is to increase collaboration with the workforce in a way that leaders communicate with their employees as well as connect with them at various levels and provide them with the necessary support system to cope with difficult situations.

Maya Angelou, the renowned American poet and storyteller, said, “I think we all have empathy. We may not have enough courage to display it.” I cannot think of a better opportunity for business leaders to show theirs.