1. What Is Empathy?
Empathy is the ability to put yourself in someone else’s shoes—to understand their feelings, thoughts, and experiences without immediately giving advice or passing judgment. It’s about truly understanding and showing that you care about the employee’s situation.
Empathy consists of three components:
- Cognitive empathy – Understanding what the other person is thinking and feeling.
- Emotional empathy – Sharing in the other person’s emotional experience.
- Compassionate empathy – Taking action in a way that supports and helps the other person.
2. Techniques for Showing Empathy
Acknowledge Emotions
- Name the emotions you observe: “I can see this really affects you.” or “It sounds like you’re feeling very frustrated.”
- Avoid phrases like “It’s not that bad” or “You shouldn’t worry so much.” These can make the employee feel like they’re not being taken seriously.
Active Listening
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Give the employee your full attention.
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Use non-verbal cues such as nodding and maintaining eye contact.
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Paraphrase and summarize what the employee says to show you understand.
Show Understanding Without Judging
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Avoid jumping to conclusions.
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Use neutral and supportive language, for example: “That sounds like a difficult situation. Can you tell me more about it?”
Use a Gentle and Open Demeanor
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Speak in a calm and steady voice.
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Maintain open body language (avoid crossed arms or turning away).
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Give the employee space to express emotions without interruption.
3. What to Avoid
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Minimizing: “Oh, everyone goes through that sometimes.”
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Comparing to your own experiences: “I was in a similar situation once…” This can shift the focus away from the employee.
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Giving unsolicited advice: Instead of offering an immediate solution, ask what the employee thinks or needs.
By showing empathy, you create a safe environment as a confidential advisor – one in which employees feel understood and supported.