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Howquicklycircumstanceschange.LessthantwoyearsagoTheGreatResignationcompelledorganizationstogiveemployeesmorerespect,appreciation,andfreedomthanmanyhadeverseen.Thisyearwilllikelybequitedifferent.ForresterResearchpredictsworkplaceswillsuffer“afull-blownemployeeexperience(EX)recession”in2024becausetheteamsthatdriveEXlackfocusorfundingorboth.1 Consequently,organizationsthatprioritizeEXnowhavethechancetodistancethemselvesfromcompetitorsandreapamultitudeofadvantages,includingahealthierworkplaceculture,moreinnovation,higherproductivity,andultimatelygreatersuccess. Eachofthesebenefitsisworthexploring(momentarily).Butthere’saneffectivetoolforimprovingEXthat’sworthunderstandingfirst.It’scalledpracticalempathy. The6ElementsofPracticalEmpathy Focusontheperson—Prioritizetheindividual’sneeds,challenges,andpotential. Seekunderstanding—Solicitinputandfeedbackonpolicies,programs,andtheday-to-dayemployeeexperience(bothnegativeandpositive). Listentolearn—Activelylistentotheperson;don’tjustappearconcerned.Embraceperspectives—Remainopenandacceptingofdifferentviewpoints. Thepowerofpracticalempathy Beyondthetraditionaldefinitionofempathy—theabilitytounderstandandsharethefeelingsofanother—practicalempathyfocusesonunderstandingaperson’sneedsandthenactingontheirbehalf.Inotherwords,it’sempathyinaction. Takesupportiveaction—Gobeyondsimplycaringandtakeactionontheirbehalf. Respectboundaries—Havesupportresourcesinplaceforconsistencyandsoleadersdon’thavetoactascomprehensivesupportsystems. ResearchconductedbytheO.C.TannerInstituteidentifiessixcomponentstopracticalempathyintheworkplace,atboththeleadershipandorganizationallevel. Thelynchpinofpracticalempathyistheactiontakenasaresultoflisteningandunderstanding.Thiscouldbeofferinggreaterflexibilityinajob,givingemployeesastrongervoiceormoreautonomy,connectingthemwithadditionalresources,orjustsomehelpfulproblem-solving. Whenbothleadersandorganizationsadoptpracticalempathyasaguidingpractice,itcanprofoundlyaffecttheemployeeexperience. —KimBilleter,“Empathyisapowerfulforcethatmustbeembeddedorganicallyintoeveryaspectofanorganization,otherwiseinconsistencyhasadramaticimpactonitsoverallcultureandauthenticity.” AmericasPeopleAdvisoryServicesLeader,EY—KimBilleter,AmericasPeopleAdvisoryServicesLeader,EY Unlikemarketsorbusinesscycles,theimportanceofEXdoesn’tfluctuate Regardlessofthetrialsortriumphsonanorganization’shorizon,practicalempathyandinvestmentsinEXalwayspayoff.Thefollowingpageshighlightahandfulofthebiggestdividends. +636% SenseoffulfillmentIncreaseinoddswhencultureisempathetic +522% SenseoffulfillmentIncreaseinoddswhenleaderisempathetic 1.Organizationalculture Ahealthyworkplacecultureiscritical,inpartbecauseitfunctionsmuchlikeanimmunesystemforanorganization.Whentimesaregoodandthreatsarefew,itmayseemsuperfluous.Butassoonasconditionschange,culturecandeterminewhetheranorganizationisabletoretainandrecruittheemployeesitneedstothrive. Inshort,culturequalitydirectlyimpactsmetricssuchasemployeeengagement,burnout,andperformance.Andpositiveemployeeexperiencesdirectlyimproveculturequality. +722% Senseofbelongingintheworkplace Increaseinoddswhencultureisempathetic +513% 2.Moreinnovation SenseofbelongingintheworkplaceIncreaseinoddswhenleaderisempathetic EmployerswhoprioritizeEXcreatefertilegroundfornewideasandsolutions.Greatexperiencesatworkleadtoopencommunication,enhancedcreativityandexperimentation,greateradaptability,andlessattrition. Likewise,whenEXinvolveslearninganddevelopment—givingemployeesthechancetoacquirenewskillsandknowledge—itnaturallyenrichestheircontributions. Casestudy:Elevatingpracticalempathy SouthwestAirlines’cultureiswellknownforembracingempathy.Whenthecompanyrecentlyheardemployeessaytheirtoolsweregettinginthewayofdoingtheirbestwork,itjumpedtobetterunderstandtheproblemthroughfocusgroupsandquicklydeployednewsolutions. “Wehavetoknowourinternalandexternalcustomers,beempathetictotheirneedsandexpectations,andfocusoureffortsonthem,”explainsJamesAshworth,VP,CustomerSupport&Services. Southwest’speople-centered,empatheticculturehasledto44consecutiveyearsofprofitability,nolayoffsorfurloughsinitshistory,and85%ofemployeeswhosaythey’reproudtoworkatthecompany.2, 3 Tohelpemployeesknowtheirvoicesareheardandvalued,leadersfocusonlearningratherthanblamingordisciplining,andtheyencouragepeopletospeakupandsolveissuesastheyarise. +648% StrongconnectiontotheorganizationIncreaseinoddswhencultureisempathetic +513% 3.Higherproductivity StrongconnectiontotheorganizationIncreaseinoddswhenleaderisempathetic Whilemanyfactorsfuelproductivity,mostofthemboildowntotheemployeeexperience.Specifically,positiveexperiencesincreasemotivation,improvejobsatisfactionandfulfillment,andreducestresslevelsandburnout. However,oneofthebiggestwaysEXraisesproductivityisthroughanupwardfeedbackloop.Whenemployeesfeelrecognizedandappreciatedfortheirefforts,thepositivereinforcementencouragesthemtocontinuedeliveringefficient,high-qualityworkandthecyclerepeatsitselfagainandagain. +658% Ratingworkplace