How Empathy Improves Leadership and Team Performance

Empathy is often described as a “soft skill.” But for managers, it can be one of the most powerful tools for improving team performance.

When leaders understand the experiences, challenges, and motivations of the people on their team, they build stronger relationships and deeper trust. That trust leads to better communication, more innovation, stronger collaboration, and more engaged employees.

Empathy is more than kindness or listening. Leadership expert Leilani Garrett explains how when empathy becomes part of how managers lead, it strengthens not only relationships but also the overall effectiveness of the team.

What Empathy Really Means at Work

Leilani sets the stage by reminding us that empathy is more than simply recognizing that someone else might be having a hard day. True empathy involves trying to understand another person’s perspective and then responding in a thoughtful way.

In the workplace, this means recognizing that employees are not just roles or job titles. They are individuals with experiences, responsibilities, and challenges that shape how they show up at work.

When managers approach their team members with this mindset, their conversations naturally shift. Instead of making assumptions about someone’s behavior, they begin with curiosity.

For example, if someone arrives late to a meeting, the immediate reaction might be frustration or judgment. But an empathetic leader pauses and asks what might be happening behind the scenes. That conversation might reveal a scheduling challenge, family responsibility, or another obstacle the manager didn’t know about.

This shift from judgment to curiosity is often where empathy begins.

Why Empathy Strengthens Teams

Teams perform best when people feel comfortable speaking up, asking for help, and sharing ideas. Empathy plays a key role in creating that kind of environment.

Leilani explains that when employees feel understood by their manager, they are more likely to trust that leader. And when trust grows, communication improves. People become more willing to raise concerns, suggest new ideas, and collaborate with each other.

Empathy also helps managers identify obstacles that might be affecting performance. Sometimes those obstacles are personal, but many are procedural or organizational.

Leilani shares the example of an unseen workplace barrier from the film Hidden Figures. In the story, one of the main characters, a black woman, must run across an entire campus just to access the only restroom available to her. Her colleagues don’t realize this obstacle exists, which means they also fail to understand how it affects her ability to do her work.

Workplaces today still have similar invisible barriers, outdated systems, inefficient processes, or policies that unintentionally make work harder. Managers who regularly ask their teams what is slowing them down are far more likely to uncover and remove those obstacles.

Listening Is One of the Most Important Leadership Skills

Empathy starts with listening, but many workplace conversations move too quickly for real listening to happen.

Leilani notes that managers often feel pressure to respond immediately with advice, solutions, or their own experiences. While these responses are well-intentioned, they can unintentionally shift attention away from the person who is speaking.

A more empathetic approach is surprisingly simple: ask a question and give the other person space to answer.

When a manager asks “How are you doing?” and pauses long enough for someone to respond honestly, the conversation can open up in a meaningful way. Even a brief moment of silence can encourage someone to share what they are actually experiencing.

From there, Leilani offers that a manager might ask, “Is there anything I can do to support you?” or “What would make this situation easier?”

These small moments of attention can significantly strengthen relationships over time.

Recognition Is Another Form of Empathy

Empathy also shows up in how managers recognize their team members.

Many employees contribute valuable ideas or insights, but don’t naturally promote their own work. Others consistently deliver strong results but remain quiet during team discussions. When managers intentionally acknowledge these contributions, they help employees feel seen and valued.

Leilani reminds us that recognition doesn’t need to be elaborate. A simple comment during a meeting, a quick message in a team channel, or a short note highlighting someone’s contribution can make a meaningful difference.

These small gestures reinforce belonging and encourage people to keep contributing their ideas and talents.

Stories Help Teams Understand Each Other

Another powerful way to build empathy on a team is through storytelling, says Leilani.

Many teams spend time getting to know each other during onboarding, but those conversations often disappear once daily work begins. Over time, colleagues may collaborate closely without really understanding each other’s experiences or perspectives.

Leilani encourages managers to reintroduce that connection through small opportunities for people to share stories.

For example, during a team meeting, invite two people to briefly answer a prompt such as:

• “When was the last time you felt proud of your work?”

• “What was the most challenging thing you handled this week?”

  
  

Even short stories like these help team members learn more about one another and build stronger relationships. Over time, those connections make collaboration easier and strengthen trust across the group.

Empathy Is a Strategic Leadership Skill

Managers who take time to understand their team members are better equipped to remove obstacles, support performance, and create an environment where people can do their best work.

When employees feel seen and respected, they are more likely to share ideas, solve problems together, and stay engaged in their work. 

Listen to the entire episode HERE to learn more about how empathy improves leadership. 

Keep up with Leilani Garrett

- Connect with Leilani on LinkedIn here

- Follow her on Instagram here

Guest Bonus: 20% Off Leilani’s Services

Leilani provides leaders and teams with tools to communicate more honestly, lead more empathetically, and thrive collectively. 

Learn more about her services here. 

To get this bonus and many other member benefits, become a member of The Modern Manager Podcast+ Community.

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The Modern Manager is a leadership podcast for rockstar managers who want to create a working environment where people thrive, and great work gets done.

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