december2022january2023 - 15

THE STAFFING & HR ADVISOR
Being an
Empathetic Leader
Builds Your Team's
PAUL McDONALD
Senior Executive Director
Robert Half
paul.mcdonald@cpapracticeadvisor.com
THE EFFECTIVENESS OF a leader at an accounting firm involves much more than technical know-how
or years of experience. If you want your employees to perform at their best, they need to feel valued,
empowered and understood. And for that to happen, you need to be an empathetic leader.
WHAT IS EMPATHETIC
LEADERSHIP - AND WHY DOES IT
MATTER?
Empathy is understanding and relating to what
another person is feeling, thinking or experiencing.
The proverb about walking a mile in someone else's
shoes doesn't mean you must agree with their point
of view. Instead, it's about being willing and able to
appreciate what they are going through.
These are the key traits of an empathetic leader:
■ Authenticity - They are always trying to learn
more about who they are and how they can improve.
■ Transparent - Whether communicating or making
decisions, they believe in open dialogue and active
listening.
■ Empowering - They support and nurture employees,
understanding how each person's experiences
and motivations influence their work.
Why is empathy important? If you can understand
and provide what employees really need, they
will be better equipped to overcome challenges and
handle pressure. Empathy builds trust between you
and your workforce, strengthening relationships
and, in the long run, boosting collaboration and
productivity.
For example: suppose one of your direct reports
has personal issues affecting their work. What
should you do? Many managers might assume
that the compassionate response would be to give
the employee time off to resolve their situation.
However, after talking to them and getting their
perspective, you learn that coming to work gives
your report a much-needed respite from dwelling on
their problems. So, in this case, rather than a leave of
absence, they might need more workplace support.
FOUR TIPS FOR BECOMING AN
EMPATHETIC LEADER
To be considered an empathetic leader, you'll need
to demonstrate this attribute in visible and concrete
ways for the benefit of your employees and company.
Just like many other leadership qualities, empathy
can be learned, so consider these four approaches.
1. BE AN ACTIVE LISTENER
Identifying and solving problems is second nature
for good leaders. Sometimes we can be too quick to
jump to conclusions when what is really needed is
for us to better listen to our employees so we fully
understand their concerns.
Try these tips to hone your listening skills:
■ Pay attention to nonverbal cues, such as facial expressions,
gestures, tone of voice and pace of speech.
■ Reserve judgment and ask for clarification on points
you don't understand.
■ Check your understanding by paraphrasing for them
( " What I hear you saying is... " ).
2. SHARE YOUR OWN EXPERIENCES
Often, the best way to let a team member know you
understand what they're going through is to say,
" I've been there, too. " You might worry that opening
up about yourself could make you appear vulnerable.
But the upsides are significant - employees
who feel supported are more willing to share their
concerns, allowing you to create solutions before
bigger problems arise.
Tell your tale with compassion and humor. Perhaps
it was an audit nightmare, a difficult client or
a presentation that went off the rails. The goal is to
show your human side while remaining professional,
so remember to avoid off-limit topics such as HR
issues, personal information or company secrets.
3. CHAMPION YOUR EMPLOYEES' NEEDS
Many employees hesitate before speaking up, often
because they think they might not be heard or fear it
might backfire on them. Take the return to the office
as an example. While many company leaders still
struggle with the idea of employees working a hybrid
schedule permanently, a survey for Robert Half's
2023 Salary Guide found that 75% of respondents
said they want to work at least part of the time
remotely.
How do you walk this fine line between the prevailing
company mindset and your workers' needs?
One way is to use data-driven evidence to persuade
other leaders about the value and rewards of flexible
work, whether higher levels of workforce productivity,
reduced real estate costs or meaningful progress
toward diversity, equity and inclusion goals.
4. WATCH FOR SIGNS OF STRESS OR
UNHAPPINESS
Employee mental health is a pressing issue for organizations,
as factors such as heavier workloads chip
away at workplace well-being. A recent Robert Half
survey found that around two in five (41%) workers
report feeling more burned out than a year ago.
Look out for signs of overwork in your team
before burnout becomes an issue. You might need
to take a few extra minutes each week to check
in and gauge how they're handling their current
workload, especially during busy periods like tax
season. If you have remote team members, make
sure they know that communication channels are
always open. A good rule of thumb is to talk oneon-one
to employees two to three times more than
you would in an office.
Empathetic leaders listen actively, build bonds
by sharing their own experiences and support their
employees' needs. And team members who see that
their manager recognizes them as individuals rather
than another cog in the wheel are more engaged and
willing to go the extra mile. ■
DECEMBER 2022/JANUARY 2023 ■ www.CPAPracticeAdvisor.com
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