Sympathy or Empathy at Work? What's The Business Benefit?

Empathy happens when we sense and respond to the unique experience of another person by creating a space for that person to feel heard, valued and understood. When we are fully present in this way, we are able to authentically communicate our understanding of the emotions the person is experiencing, their unique situation and the impact or implication of what's going on for them. Empathy can happen in the corridor or at the water cooler. It can be a brief encounter or a time-lapsed conversation. And when we empathize authentically with someone, it's a seamless dialogue so the person we are talking to feels valued, heard and understood. The key thing is that empathy is counter-intuitive - we need to resist the tendency to solve problems and offer solutions. We must be content, as Arthur Ciaramicoli says in his book, The Power of Empathy, "to live with ambiguity" and be content in our "inability to find answers." or solve problems. The more we try to help someone, the less we are truly being empathic.

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