The important role of empathy at work

What is empathy?

Empathy is the ability to understand the feelings and experiences of others. It’s a key soft skill that helps you build strong relationships, navigate interpersonal dynamics, and contribute to a supportive, inclusive work environment. At its core, empathy involves recognising and validating the emotions of others, even if their experiences or perspectives differ from your own.

In the workplace, this means tuning in to what someone else may be experiencing, whether it’s stress from a deadline, excitement about a promotion, or frustration over a project setback. It’s about seeing things from their perspective and responding in a way that acknowledges those emotions, even if you don’t necessarily agree with them.

Empathy lays the foundation for psychological safety, strong communication, and meaningful connection across teams. 

What empathy isn’t

Empathy is not just about being kind, it’s about being emotionally aware and responsive, especially when navigating complex conversations or challenges. 

Empathy doesn’t mean always agreeing with what others say or trying to fix someone’s problems. It doesn’t require you to take on another person’s emotional load. Instead, it’s about being present, listening with intent, and showing that you value their perspective.

When empathy goes too far

While empathy is a powerful connector, it can become counterproductive if not managed with boundaries. Over-empathising, especially without taking care of your own emotional wellbeing, can lead to burnout, blurred roles, and difficulty making objective decisions.

For example, constantly putting yourself in others’ shoes might make it harder to deliver tough feedback, set priorities, or hold people accountable. You may also find yourself emotionally drained if you're regularly absorbing the stress or frustrations of others without healthy detachment.

Empathy works best when balanced with self-awareness and clear communication. Being compassionate doesn’t mean compromising your own needs or leadership responsibilities. It means showing understanding while maintaining clarity and direction. 

Types of empathy

Not all empathy looks the same. In fact, there are three main types: cognitive, emotional, and compassionate. Understanding the different types of empathy can help you apply the right approach in different situations. 

Cognitive empathy

This is the ability to understand how someone else is feeling or thinking. It allows you to grasp another person’s perspective without necessarily sharing their emotional state. In a workplace setting, cognitive empathy helps you navigate conversations more thoughtfully, anticipating how your words might be received.

Emotional empathy

Also known as affective empathy, this is when you feel what someone else is feeling. It’s an emotional response that helps build deep human connections and trust. Emotional empathy can strengthen team bonds and show others they’re genuinely supported. However, it’s important to balance this type of empathy to avoid emotional overwhelm or blurred boundaries, especially if you're in a leadership role.

Compassionate empathy

This is where understanding and feeling meet action. Compassionate empathy means not only recognising someone’s emotional state but also being motivated to help if appropriate. This is often the most useful form of empathy in the workplace, as it encourages support and problem-solving without losing objectivity.

Why empathy is important in the workplace

When you practise empathy at work, you’re better able to understand the needs, emotions, and perspectives of those around you. This awareness strengthens relationships, improves communication, and helps build a culture where people feel supported and valued. Here's how empathy contributes to a healthier, more effective workplace:

Builds stronger relationships

• Fosters genuine connection: When people feel truly seen and understood, trust naturally follows. Empathy helps create deeper, more authentic relationships among colleagues. 
  
  
• Promotes inclusivity: By acknowledging and respecting different experiences and viewpoints, empathy contributes to a workplace where everyone feels a sense of belonging.

Enhances communication and collaboration

• Encourages open dialogue: Teams that practise empathy create space for honest conversations without fear of judgement.
  
  
• Improves collaboration: Understanding others’ perspectives helps teams navigate challenges more constructively and work together more effectively. 
  
  
• Reduces miscommunication: Empathy prompts you to pause and consider how your message may be received, helping avoid misunderstandings before they happen.

Reduces conflict and tension

• Defuses emotionally charged situations: When emotions run high, empathy allows you to respond calmly and with understanding, rather than react defensively.
  
  
• Supports constructive resolution: Empathy encourages a solutions-focused mindset, making it easier to find common ground during disagreements. 

Boosts engagement and retention

• Drives employee commitment: When people feel that they are understood, they’re more likely to be motivated and engaged in their work.
  
  
• Creates a culture people want to stay in: Empathetic workplaces are often more positive, supportive, and respectful.

Supports wellbeing and resilience 

• Encourages helpful behaviours: Empathy motivates you to support others, whether that means adjusting your approach or simply being present in a difficult moment.
  
  
• Reduces burnout: When teams communicate with empathy, stress and tension are easier to manage, which supports long-term wellbeing.
  
  
• Strengthens social support: Empathy builds the kind of supportive relationships that make teams feel connected and individuals feel less alone.

Ultimately, empathy is a human skill with real organisational value. It’s what helps turn workplaces into communities, and teams into trusted networks that thrive together. 

Examples of empathy in the workplace

Empathy can show up in many different forms at work, from everyday conversations to moments of genuine care and support. Here are some fictional scenarios to illustrate how empathy might play out in real workplace situations:

1. A supportive leader

Priya, a team leader, notices that one of her direct reports, Sam, has been unusually quiet in meetings and missed a couple of deadlines. Instead of immediately addressing performance, she gently checks in with him one-on-one. Sam shares that a close family member is unwell, and it’s been a stressful few weeks. Priya expresses concern and offers flexibility in his schedule while encouraging him to take time off if needed.  

Her patience and support help Sam feel safe, valued, and better able to manage both work and personal responsibilities.

2. Active listening in meetings

During a cross-functional meeting, Jordan, a junior team member, brings up a concern about how a new process is affecting her ability to meet deadlines. While others are quick to jump in with solutions, her workmate, Elias, pauses to let her finish, maintains eye contact, and asks thoughtful follow-up questions to better understand her perspective. He paraphrases what she’s said to confirm he’s understood correctly and thanks her for raising the issue. 

Jordan feels heard and respected, leading to a more productive conversation and a positive adjustment to the process. 

3. Relationship building by a new hire

After joining a new team, Michael makes an effort to get to know his colleagues beyond their job titles. He remembers small personal details and checks in on them regularly. By showing genuine interest and care, he builds strong, trust-based relationships. 

Over time, this creates a sense of camaraderie and psychological safety within the team, making collaboration smoother and more enjoyable for everyone involved.

How to be more empathetic at work

Empathy isn’t something you either have or don’t have, it’s a skill you can develop through consistent practise. Here are some simple, everyday ways to bring more empathy into your workplace interactions:

Actively listen and show sincere interest

Give people your full attention. Maintain eye contact, avoid distractions, and ask thoughtful questions. Show that you care by acknowledging their feelings and responding with interest, not just solutions.

Communicate with care

Tailor your tone and approach to the person you’re speaking to. Consider their preferences, personality, and emotional state. Pay attention to body language (both theirs and yours), as it often speaks louder than words.

Consider other perspectives

Put yourself in someone else’s shoes before jumping to conclusions or making decisions. Whether you're giving feedback or managing conflict, empathy helps you better understand motivations, needs, and context.

Support others in meaningful ways

If a teammate seems stressed or overwhelmed, offer to help out. This may be pitching in to complete some tasks or just lending a listening ear. Be compassionate in tough times, and don’t underestimate the power of small gestures of kindness.

Foster emotional intelligence

Empathy starts with self-awareness. Recognise your own emotional triggers, reflect on how you interact with others, and work to develop your ability to read social cues. This helps you respond, rather than react, to what others are experiencing.

Protect your energy with healthy boundaries

Empathy doesn’t mean taking on everyone else’s emotions as your own. It’s important to practise affective empathy; sharing in someone’s feelings without being overwhelmed by them. Learn to say no when needed, communicate your boundaries clearly, and take time to recharge. Protecting your own wellbeing allows you to show up more sustainably for others.

Small actions that create a lasting impact

Empathy might seem like a subtle skill, but its influence is powerful. From strengthening team dynamics to improving communication, engagement, and wellbeing, empathy has a ripple effect that touches every part of the workplace. Get started by taking one small empathetic action today.

For more soft skills tools and resources, plus how to showcase these skills on your CV and in interviews, access our soft skills e-guide now.