The Hard Results Of Soft Leaders

Human-centric, empathic leaders achieve the best outcomes all around

Most experts agree that empathy is the most important leadership trait today. It has always been the most important, but not fully appreciated until the pandemic hit us. Leading with empathy and practicing other “soft” skills means understanding and accepting that people are not always operating at their very best. Issues from home affect work lives, and issues at work affect personal lives. We saw that every day on Zoom over the past almost two years.

Now we’re getting it reinforced as people return to work or decide not to return at all. Working within and around that reality is the next normal and the best way to create a workplace where people want to be: a humane community with shared values and purpose. In our challenging pandemic environment, it’s the way to show compassion and the path to create success.

People Have Choices and They’re Making Them

It falls to leaders to set the tone for culture and day-to-day work life in their organizations. Leaders who have held onto outdated management styles like top-down control and decision-making, micromanaging, distrust of anyone working from home, and pretending to have all the answers, have seen their role turn upside down. People want different things from leaders now. A paycheck is not enough on any level and the “Great Resignation” is the way employees are expressing their dissatisfaction with the way things were. They are leaving in droves, and many are not coming back. 
 

Employees are stating loudly that they want leaders who trust them; listen to them; are honest, transparent, and flexible; show patience and humility; and support and empower them. They want leaders who reward and celebrate their people, not the other way around. They choose leaders who create an inclusive culture where everyone is paid fairly and people feel appreciated, supported, and able to grow and thrive both professionally and personally—where no one is worked to burnout. They expect leaders to show empathy and put their people first, above all else.

People have choices, and no one should have to, or will, endure the poor management practices of the past. We’ve come to recognize that people who lead with their humanity first empower others to be more authentic, kind, and attuned to feelings. Given that understanding, plus proven research that people are at least as productive working from home as in the office, effective leaders dare to show employees that they care about them on a human level. Relationship over the process. Coach over the boss. Outcomes over output. These are what will continue to define success as we create our next normal. Who can argue the fact that humane work environments are where people choose to work?

Be the Opposite of What You Were

Not all leaders are born with empathy, and many don’t fully understand what it means to lead with humanity. In the past, people believed that empathy and other “soft” skills showed weakness and strong leaders should never show their feelings. Today, it’s the opposite: the ability to lead with humanity is considered essential and, fortunately, these skills can be learned. Empathy is the foundational soft skill and practicing it should be a priority for every leader. Think of soft skills as the new hard skills. 

Human-centric leaders build trust with employees and motivate them to do their best work. Leading with empathy means understanding and appreciating that your employees are whole people with many aspects to their lives. It means daring to show them you care about them on a human level. The goal of an empathic leader is to ensure a workplace environment that’s part of a rewarding life for employees, helping them make good decisions and successfully move along in their journey. 

Empathic, human-centric leaders recognize that investing in your people will come back to you and your business manyfold and that what works best for employees makes good business sense in every way. 

Advice for Aspiring Human-Centric Leaders

Forget about you. It’s about them, not you. Seek to understand others’ points of view without letting your own thoughts, opinions, and emotions get in the way. And never judge.

Dare to care. Lead with transparency, fairness, and respect—ensuring all points of view are heard. Be the mirror that fosters growth for employees and ask them to do the same for you. 

Take time to listen, walk in others’ shoes, and share feelings. You don’t have to sugar coat, solve problems, or have to agree. Meet people in the present and give them your full attention. Move your focus from what people do to why they do it.

Share your vulnerabilities. Have the courage to show your vulnerabilities and share what you’ve experienced in your life. This opens up others to share the same with you, building mutual trust and understanding.

Communicate clear expectations for individuals and teams. Help set guidelines for working together and timeframes for project delivery. Revisit them periodically to make sure they’re still effective and not bottlenecks to productivity.

Give actionable feedback. Deliver feedback with both directness and compassion, and as immediately as possible. Focus on performance.

Be open-minded about flexible work options. Understand that people have personal lives too. Allow them to work from home when they have a sick child, need a home repair, a school function they want to attend, or the need to shift work hours to avoid a long commute. Let them choose to work remotely or hybrid based on what’s best for them.

Invite people to disagree with you and each other. Respectful disagreement fosters a culture of psychological safety and helps generate new ideas. Acknowledge people for their contributions.

Provide measurable targets and space to achieve them. This means giving people decision-making authority and letting them go at the job without micro-management.

Be a mentor and a coach. Guide employees in their career development, even if it means they leave your organization to achieve their dreams elsewhere if you can’t offer the right opportunity.

Isn’t it a relief that in the new normal we are all in this together? Leaders no longer have to feel like they’re walking alone, and employees feel valued and supported. By committing to become a human-centric leader, you are investing in your people. There’s no better return on your personal growth and satisfaction or the ROI on your business. Focus on the soft skills to achieve the strongest results.

Kathleen Quinn Votaw is the CEO of TalenTrust, a strategic recruiting and human capital consulting firm. She is the author of DARE to CARE IN THE WORKPLACE: A Guide to the New Way We Work. Regarded as a key disruptor in her industry, Quinn Votaw has helped thousands of companies across multiple industries develop purpose-based, inclusive communities that inspire employees to come to work. Her company has been recognized in the Inc. 5000. Visit www.talentrust.com Connect Kathleen Quinn Votaw