A few weeks ago in the blog, we explored how leadership norms are shifting to increasingly prioritise emotional intelligence and adaptability. As the workplace continues to evolve, traditional leadership traits like authority and decisiveness are being complemented (and even surpassed) by the ability to connect with others on a human level.
This week, we’re diving deeper into one of the most powerful elements of emotional intelligence: empathy.
Empathy is no longer a “soft skill” or optional extra in leadership. It’s become a core capability, essential not only for creating inclusive, healthy team cultures but also for driving tangible business outcomes. Empathetic leaders are shown to foster higher engagement, spark innovation, and reduce employee turnover.
But while empathy may come naturally to some, for many it requires conscious development (especially when navigating the complexity of neurodiverse or multicultural teams). This development begins with a shift in perspective.
Empathy over ego: what makes teams thrive
In a now-famous TED Talk, Margaret Heffernan made a compelling case against the idea that high-performing teams are built from individual “superstars.” She challenged the notion that success comes from stacking the deck with the most exceptional individuals.
Instead, what she and many others have highlighted is the underestimated power of empathy in team performance.
Research from MIT backs this up. High-performing teams aren’t defined by collective IQ, but by a high level of social sensitivity. An ability to read emotional cues, take turns in conversation, and build trust. These empathetic teams outperform their high-IQ counterparts because they communicate better, support one another, and collaborate more effectively.
Empathy isn’t about being “nice”. It’s about creating space where everyone’s ideas can be heard, where individuals feel safe enough to take risks, and where the team becomes greater than the sum of its parts.
Empathy begins by stepping outside your context
We all carry our own context into work. This could be our upbringing, our experiences, our biases. These mental models shape how we see the world and how we lead. But when we rely too heavily on our own frame of reference, we risk becoming blind to perspectives outside of it.
This is where the real power of diversity kicks in. Diverse teams bring a range of perspectives that can expose blind spots and spark new thinking. But diversity alone doesn’t guarantee success. What binds diverse teams together is empathy. The ability to actively seek out and engage with other people’s contexts, not just tolerate them.
Empathy allows leaders to suspend judgement and genuinely understand someone else’s reality. It’s what turns diverse groups of individuals into high-functioning, aligned teams.
How empathy transforms conversations and minds
Empathy doesn’t just improve team dynamics – it can fundamentally shift mindsets. In his book Think Again, organisational psychologist Adam Grant shares stories that illustrate how empathy can prompt people to re-evaluate deeply held beliefs. One example involves Daryl Davis, an African-American musician who engaged with members of the Ku Klux Klan. Not to argue or confront, but to ask questions and listen. Over time, many of these individuals walked away from their extremist beliefs.
The power of Davis’s approach was primarily built on connection rather than debate. By encouraging others to consider how their perspectives were shaped by circumstance, he opened a path for change.
Similarly, former FBI hostage negotiator Chris Voss often speaks of using “tactical empathy” to defuse high-stakes situations. By validating the emotions of kidnappers and seeing the world through their eyes, he created space for resolution, even under extreme pressure.
These examples show us that empathy isn’t passive. It’s active, strategic, and incredibly effective.
Empathy as a long-term goal
For many leaders, empathy is still treated as a tool to improve communication or manage team dynamics. While it can absolutely do both, its true potential lies in the long game. Unlike a one-time sales pitch or a negotiation tactic, leadership is about creating an enduring culture. One where collaboration, trust, and growth are continuous. Empathy is what sustains that culture.
We saw this first-hand while working with a senior leadership team at an energy company. Each leader came from a different department and brought deep expertise in their area. But initially, they struggled to move beyond siloed thinking. Every conversation was filtered through the lens of their own function.
It wasn’t until they began standing in each other’s shoes – truly understanding one another’s pressures, goals, and definitions of success – that breakthrough thinking emerged. By empathising with each other’s contexts, they unlocked shared solutions that had previously seemed impossible.
This kind of empathy isn’t about winning support for your ideas. It’s about creating space to build better ideas together.
Empathy as a skill for future-fit leaders
In a leadership landscape defined by rapid change, hybrid work, and complex challenges, empathy is the anchor that keeps teams grounded and connected. But developing empathy isn’t just about learning to listen better or be more patient. It starts with self-awareness and an ability to know your own emotional patterns, biases, and blind spots. Only then can you begin to truly see and support others.
As we continue to explore the evolving demands of leadership in 2025 and beyond, one thing is clear: empathy isn’t a soft skill, it’s a strategic advantage. And like any other leadership skill, it can be learned, strengthened, and embedded into how we work every day.
Ready to take your leadership to the next level? Let’s talk about how empathy could be your greatest asset.