Have you ever experienced those moments at work when everything seems great, but then someone walks in, visibly distressed? It's a challenge we all face as leaders – how to balance compassion and objectivity in providing support and guidance.
As a manager, you often find yourself at one extreme or the other. On one side, you might dive too deeply into their emotional experience, almost unprofessionally entangled in their problems. On the opposite end, you may adopt a dismissive stance, prioritizing work deadlines over personal challenges.
Both responses can be extreme and may not be the most effective. I believe there's a better way to handle such situations.
Let me share a personal story to illustrate. Despite being someone who is deeply moved by movies and the well-being of living things, I don't fall apart in emotional situations at work. Empathy ranks low on my Clifton Strengths Assessment, yet I'm recognized for connecting with and engaging people in a way that's both refreshing and effective. I call this approach “selective empathy.”
The Power of Selective Empathy
Selective empathy, as I see it, is not about avoiding empathy altogether but rather choosing when and how to express it. It involves recognizing the humanity in others, understanding their perspectives, and addressing their needs without becoming overly entangled in their emotions.
In my personal experience, I recently encountered a situation where my neighbor and I found two stray dogs running through the neighborhood. Concerned about their well-being due to the freezing temperature, we lured them into my backyard and eventually delivered them to the animal shelter. The twist in the story was that the owners had just reported them missing, and we ended up reuniting the dogs with their family. In this emotionally charged situation, I remained composed and focused on solving the problem rather than getting caught up in the emotions.
Tips for Effective Engagement
Now, let's delve into some practical tips on how to effectively engage with your employees, peers, and supervisors:
- Recognize their Humanity: Before anything else, acknowledge the innate humanity in the person you're engaging with. This mental shift can profoundly impact relationships by leveling the playing field and bridging surface differences.
- Clarify Purpose: Understand the purpose of the conversation. Be clear about what you want for both parties involved. A positive outcome should be the goal in every interaction.
- Active Listening: Listen to understand, not just to respond or judge. People often live in their interpretations, not facts. Help them get to the facts and understand their perspective.
- Define Outcomes: Clearly communicate what you want as an outcome and seek their input. If their expectations are not aligned with a positive purpose, find a collaborative solution.
- Document Agreements: If there's an action to take, document the agreed-upon steps. This ensures clarity and accountability.
- Follow-up: Depending on the situation, schedule a follow-up meeting to check on their progress.
The Art of Leadership
While leadership styles vary, the essence remains constant – treating people as valuable humans, clearly defining goals, active listening, and good follow-up can yield profound results. Balancing empathy with pragmatic problem-solving can move the needle in human relationships for everyone's benefit. So, bring in as much empathy as you're comfortable with, but always strive for a balanced approach.
In conclusion, selective empathy is not about being emotionally distant but rather about choosing the appropriate moments to express empathy while maintaining a focus on problem-solving and positive outcomes. It's an art that, when mastered, can transform your leadership style and enhance your ability to connect with and inspire those around you.
