What is empathy?
Empathy is the ability to understand and share the feelings of another person. It involves noticing how someone might be feeling and trying to see the situation from their perspective.
Importantly, empathy is not about fixing problems, having all the answers, or agreeing with everything someone says. It’s about showing care, understanding, and presence.
How to show empathy
Here are simple, practical ways to demonstrate empathy at work:
Be present
Pause what you’re doing and be fully engaged with the person you’re interacting with.
Pay attention
Notice what is happening for the other person, what is happening within yourself, and what is happening in the space between you.
Be open to understanding
Let go of judgment, assumptions, and the urge to control or fix the situation.
This might sound like:
- “Can you tell me more about what happened?”
- “It sounds like you’re really exhausted after last night’s shift.”
What empathy is not
- Jumping into “problem-solver mode” instead of listening
- Dismissing feelings (“It’s not a big deal,” “You’re overreacting”)
- Minimizing experiences (“Everyone is tired,” “That’s just part of the job”)
- Ignoring emotional cues such as upset, withdrawal, or overwhelm
- Changing the subject when someone shares something difficult
Connection to psychological health and safety
Practicing empathy supports a psychologically healthy and safe workplace. When coworkers feel heard, valued, and understood, it strengthens:
- Trust
- Respect
- Connection
- Open, respectful communication
It’s also important to remember that burnout can reduce our ability to be empathetic. When someone is emotionally depleted, their capacity to tune into others becomes limited. Supporting employee well-being and recognizing burnout helps protect empathy in the workplace.
For leaders, empathy is especially important. Empathetic leadership helps employees feel safe, respected, and supported, and sets the tone for team culture.
Tips for showing empathy in the workplace
Be thoughtful and consider different perspectives
A care aide expresses frustration with a new workflow. Instead of assuming resistance, you consider their workload and the emotional demands of their role.
Listen actively
Maintain eye contact, allow pauses, and avoid interrupting during a check-in.
Set aside dedicated time for important conversations
A worker wants to discuss burnout. You schedule private time and eliminate distractions.
Acknowledge and validate feelings
“I can hear how much you’re carrying. It makes sense that you’re feeling overwhelmed.”
Show understanding through paraphrasing or clarifying questions
“You mentioned feeling left out of team decisions—did I get that right?”
Build trust and protect confidentiality
A coworker shares something personal, and you reassure them that their story stays confidential.
Create a personal connection
Share a brief, relatable experience when appropriate—without shifting the focus.
Use supportive non-verbal communication
Warm facial expressions, nodding, open posture, and a calm tone of voice.
