In today’s fast-paced corporate world, it can be easy to forget that behind every email, deadline, and zoom call is a human being navigating a life that’s often far more complex than what’s visible on the surface. We speak frequently of productivity, performance, and outcomes, but do we pause to ask: how are the people behind all this really doing?
One of the most powerful tools we can harness in and out of the workplace today, is empathic listening or empathic concern. When a colleague opens up, whether about stress, feeling overwhelmed, or even a tiny frustration, the impulse to jump in and offer a fix or a solution can be strong. Now, this is a fairly natural human response because our minds crave a sense of control, predictability, and safety. Jumping in to eliminate a possible threat can seem like the most natural thing to do.
But often, what people truly need isn’t a solution, at least not right away. They need to feel seen and heard, and to know that their experience matters.
Compassion at work means we understand that growth, change, learning and adaptation takes time. It’s a mindset that recognizes struggle as a natural part of being human and is not something to be brushed aside or “dealt with quickly.” Empathy, on the other hand, reminds us that everyone, including ourselves, is living a layered life, full of challenges, contradictions, and quiet battles -- even when we show up to work with a smile on our faces.
When leaders and teams operate from this understanding, we begin to foster workplaces that are not only more human, but also more productive in a sustainable, long-term way. If we authentically care for the well-being of others, that changes everything, and it places trust in those we work with. We have more space to thrive, to make mistakes, to be vulnerable, and to show our humanness at times, without being bogged down by the worry of being judged or penalised for it. I think this helps us feel empowered to take on more personal responsibility for how we show up at work.
So, what does Empathy look like?
Being empathic is more about our presence and way of being. It looks and sounds like:
Carl Rogers, the renowned psychologist who developed the concept of empathy, spoke at length about empathy being one of the essential conditions for genuine human connection. From his work with therapy clients to influencing restorative justice in prison systems, Rogers showed that people flourish when they feel deeply understood.
I don’t see empathic listening is a “soft” skill. It requires focus, presence, and intentionality. It may mean we have to rein in our brain’s inclination to rush to the future or past to generate solutions. Presence, can include:
Eye contact and body orientation that signals full attention.
Setting aside your own agenda in the conversation to truly tune in to the other person.
Acknowledging what was shared, even if you don’t have a solution.
Being in the here and now, and being present.
And yes, all of this during your busy day. But the truth is, we don’t need hours to do this. Even a few minutes of undivided attention and time can be transformative. It can shift the emotional tone of a workplace, rebuild trust, and enable us to focus on our work. This makes for a happier, more authentic, and resilient workplace.
It’s also important to remember that mental health struggles at work are often invisible or may go unseen. People rarely speak up at the first signs of distress and may even have trouble recognising the signs early on. High performers especially tend to suppress early indicators, assuming that resilience means “handling it on your own.” Others may fear being judged or penalized for expressing vulnerability. As a result, by the time someone seeks support, their distress may already be affecting their ability to function.
The cost of this invisibility is real, but workplaces can shift this dynamic through small and authentic moments of human connection and care for another’s well-being.
So the next time someone opens up about their concerns, resist the urge to jump in with answers right away. Take a pause, listen, and reflect. Let them know you’re a genuine presence, and are there with them for those few minutes. Remember, how you respond to someone’s struggle can make a world of difference.
