Thursday, 23rd December 2021 | Management
Here’s why empathy is good for business
There is a greater need for empathy in these uncertain times. Businesses that demonstrate genuine concern for their employees and customers will benefit.
Of the many consequences emerging out of the past couple of years, mental health concerns are one of the most significant. The World Health Organization estimates that 450 million people suffer from mental illness, with 6.7 million of them in Canada. This has an economic cost affecting our healthcare and social support systems (projected to be $79.9 billion in 2021), and a measurable impact on businesses who pay for services through employment-based private health insurance plans. It’s also led to worker preference for companies that have a human-centred approach–a strategic edge during the Great Resignation–and deeper customer loyalty. In this current climate, demonstrating empathy is a marketable skill.
What is empathy?
Empathy is about understanding someone else’s thoughts, feelings, and experiences. For businesses, this means taking the needs and priorities of your workers, partners, and customers into account and demonstrating genuine concern.
How does empathy in the workplace benefit business?
Even before the so-called Great Resignation, there was a strong case for an empathetic workplace. Nobody likes to have their personal concerns ignored. Now, however, we have a situation where people are leaving their jobs in large numbers and some employers are experiencing difficulty attracting and retaining employees. Providing a positive workplace experience can help.
Effective leaders show empathy by establishing a genuine connection with their employees and demonstrating that concern. The idea may be nebulous but the strategies to achieve this are not. According to the Center for Creative Leadership, you can show empathy in your workplace by being compassionate, showing an interest in the lives and goals of your coworkers, offering assistance with personal problems, and watching for signs of burnout. The idea is to make real connections and build trust.
Empathy builds a strong organizational culture
Ideally, your workers should feel a sense of belonging and security at the workplace. An empathic approach helps build a strong organizational culture which, in turn, will help you attract and retain qualified and enthusiastic employees.
Empathy increases engagement
Having enough help is one thing but having engaged help is another. Small business owners rely heavily on their employees in day-to-day operations so they want the most passionate people possible at their side and empathetic leadership is one way to get there. Data from a study by Catalyst shows that “employees with highly empathic senior leaders report[ed] higher levels of creativity (61%) and engagement (76%)...”
Financial benefits
Empathy affects your bottom line in all sorts of ways, from reducing turnover and training costs to increasing overall worker well-being which means less absenteeism and burnout. Financial benefits to the increase in worker creativity are difficult to measure but it’s reasonable to assume a higher level of innovation.
How does empathy for my customers benefit business?
The pandemic led many people to re-evaluate their lives. The Great Resignation is one result of this, but even on a more everyday level there appears to be a trend towards positive, holistic, respectful experiences. An empathetic workplace can be a respite from a day that’s otherwise frightening and stressful and reflect positively on your brand.
Workers are happier
Worker satisfaction is one of these trickle-down ideas, particularly in a retail or customer-facing position. When your employees are happy (when they feel secure at work, are invested, and have trust), they will be able to respond to customers positively.
Customers can count on a positive experience with your company
Every interaction from information gathering to sales to customer communications like emails or social media posts should be based on the principles of empathy. Remember that everyone is dealing with complicated emotions like fear, grief, and uncertainty right now. Prioritize the needs, desires, fears, and goals of your customers to create a lasting positive connection.
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