Empathy in Management

In management, empathy is a crucial quality that enhances relationships and contributes to the growth of a business. While empathy is often associated with interactions with customers or partners. However, in this article, Emakase will focus on empathy towards team members and how managers can apply empathy in managing their employees.

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According to Daniel Goleman, a psychologist, author, and science journalist, in his Harvard Business Review's Emotional Intelligence series, there are three types of empathy:

• Cognitive Empathy: The ability to understand another person's perspective.
• Emotional Empathy: The ability to feel what another person is experiencing.
• Compassionate Empathy: The ability to sense what others need from you.

In management, when dealing with an employee who is underperforming or has made a mistake, managers typically respond in one of two ways: with firmness or compassion. Expressing disappointment accompanied by some form of punishment can reduce stress for managers and often make employees more cautious and avoid mistakes. However, this approach can also undermine loyalty and inhibit creativity.

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Conversely, friendliness and positivity help build loyalty and trust. This does not mean managers will not feel frustrated or upset by mistakes. Instead of rushing to judgment, empathetic managers strive to understand the context, feel what their employees are going through, and find more suitable solutions through internal training or personal support.

That being said, how can managers cultivate and apply empathy in such situations?

• Take Time to Reflect and Adjust Emotions: When confronted with complex situations, effective managers avoid immediate reactions. Instead, they take a moment to reflect and adjust their emotions. This helps them make thoughtful and well-considered decisions rather than reacting impulsively based on emotions.
• Put Yourself in Others' Shoes: Putting oneself in another's position is a key skill that helps managers understand the feelings, thoughts, and motivations of their team members. This practice fosters empathy and accurate understanding, creating a supportive and positive work environment.
• Forgive Mistakes: In some cases, forgiveness can help reduce tension and rebuild proper relationships. Smart managers know that this approach not only helps them maintain self-respect and employee respect but also creates a more open and friendly work atmosphere.

By integrating these skills, managers can effectively nurture and apply empathy in their management practices, creating a positive and supportive work environment. This, in turn, fosters sustainable business development.

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