EMPATHY, A BUSINESS SMART SKILL

COVID-19 has brought a forced change within workplaces that most could have never imagined. It has caused leaders and their teams to experience an array of emotions, including doubt and confusion on how to move forward. As we reopen, we are eager to get back to business as usual. However, there is nothing usual or normal about how to proceed. Yet, during this time of disruption, effective verbal and nonverbal communication is going to be vital to the success of your business and your employees’ success. As you work to ensure their physical safety, there should also be a laser focus on inspiring, reconnecting and renewing your teams. Empathy is the leadership skill required make this happen.

Empathy has been long categorized as a soft skill which makes some leaders shutter at the term. However, empathy is a smart skill, one that is beneficial in all areas of business. In times such as this, empathetic leaders can motivate their teams by creating some semblance of stability. As employees are forced to rely on leaders in ways they’ve not had to before, empathetic leaders are present, intuitive and intentional.

SHARE- The way you communicate is as important as what is communicated. Clearly sharing your plans and expectations for restarting is key. Delivering information in a way that is passive or high level is not the approach to take during these times. Also, be sure to balance care with candor. Employees will need to hear phrases such as “I understand, “I recognize”, “I have an open-door policy.” Additionally, be sure to remain informed of alerts and changes in safety protocols, and promptly communicate any adjustments to current organizational plans. Approaching this new era in a collected, yet open and authentic manner will convey the message “We will get through this together.”

LISTEN- WARNING: High levels of intuition required! Whether employees are returning to the office or continuing remote work, they are eagerly seeking balance both professionally and personally. Restarting may be met with verbal jubilation; however, body language and underlying messages may indicate otherwise. Take time to assess the situation by asking questions and managing your emotions before responding. Whether employees communicate excitement, confusion, or fear regarding reopening, listen. One thing we’ve all learned during this time is that we are processing things at different rates and in different ways. This is the time to read between the lines.

LEARN- Is your communication inclusive? How have you managed yourself and your teams during difficult times in the past? What can you do to help your team feel at ease? As you build your empathy muscle, lean into a deeper level of transparency with yourself by reflecting. None of us were prepared for an event of this magnitude. The key is how you respond.

Takiyah J. Cunningham, M.S. HRD
https://www.linkedin.com/in/takiyah-cunningham/

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