Put yourself in other people’s shoes: Empathy involves imaging yourself in another person’s situation, understanding their emotions and point of view. In addition to what people say, pay attention to other people’s facial expressions, gestures, and body language. These nonverbal cues can provide valuable information on what others are thinking and feeling and can help you see things through the eyes of your employees. Sensitive leaders use these insights to adjust their behavior to the emotions, needs, and preferences of their followers.
Remember that your followers are only human: Nobody is perfect—even the best employees make mistakes and have bad days. Build a climate of trust by acknowledging your own oversights and treating mistakes as learning opportunities. When your followers trust you, they are more likely to acknowledge errors, rather than cover up their mistakes. Setting a compassionate tone involves being forgiving of mistakes, while still holding your followers accountable for their actions.
Be generous with your praise. It is easy to focus on giving feedback that highlights areas of improvement. However, people also like having their work appreciated and their achievements recognized. When giving praise, be sincere and specific—otherwise it may come across as empty flattery. Even a simple “thank you” or handwritten note can express gratitude. Research shows that employees value personalized recognition. Additionally, when employees look up to their leaders, they feel stronger loyalty to the organization and are more likely to go the extra mile at work.
Build rapport with your followers. As a leader, your team is your best resource. Being sensitive involves caring about your employees outside of work and getting to know them as people. Ask your direct reports about their day, and remember what they share with you. Showing genuine interest in the lives and well-being of your followers also helps builds trust. In turn, this means they will come to you for support more often, such as to bring issues to your attention, or highlight obstacles interfering with their work. In a supportive work environment, employees are more engaged and are less likely to leave the organization, reducing turnover
Practice active listening: A key part of sensitivity is the ability to effectively listen. Active listening involves paying attention to what other people tell you with the intention of understanding them, helping them, or learning something new5 . People want to know that they have been heard and respected. Reflective listening is also a key part of other leadership skills, including communication and conflict management. Leaders who listen have more satisfied employees6 and more positive leader-follower relationships.
Deliver difficult messages with a gentle touch: In interacting with others, remember that the delivery is just as important as the message. This is true whether in the context of giving feedback, managing conflict, or dealing with a sensitive issue. Be mindful of how others may interpret your words, tone of voice and body language. When thinking of how to best convey your message, imagine how you would feel if on the receiving end, especially if it is bad news. Likewise, in difficult situations, when your emotions are becoming difficult to control, take a break. This will give yourself time to regain your composure and calm down so you can continue to show a sensitive face to your employees.
Smile and use positive body language: Body language is important in communication. Taking pride in your appearance is just the first step. Practice standing in a welcoming way and other non-verbal communication skills. Most of all, smile when interacting with others.