In a recent Washington Post article, George F. Will wrote about the supposed downfall of ESG (Environmental, Social and Governance) and DEI (Diversity, Equity and Inclusion) in corporate America. While I disagree with Will’s stance that ESG and DEI are bad for business, what struck me most was the lack of empathy in his message. It almost felt like he was celebrating this pullback. Deriding policies that uplift vulnerable groups and protect communities is misguided. His article underscores a broader disconnect between what corporate leaders say and what they actually do.
Empathy is often championed as a key leadership trait. Yet, too often, leaders extol its virtues while making decisions that lack genuine understanding or compassion for their employees. Performative empathy — a superficial display of concern without meaningful action — undermines trust and fails to meet what employees really need from their leaders.
Empathy in Decline
Companies that once embraced ESG and DEI are now pulling back when faced with the tough decisions these initiatives require. Ford Motor Company, for example, has stopped participating in external culture surveys like the Human Rights Campaign’s Corporate Equality Index, despite previously earning a perfect score. Similarly, Toyota is scaling back sponsorship of LGBTQ+ events and other community efforts. These pullbacks suggest these initiatives were reactive measures, never truly embedded in company culture. When short-term financial interests clash with these values, they’re the first to be abandoned, revealing a lack of authentic commitment.
Consider Amazon’s recent return-to-office (RTO) mandate. Such decisions are often made in corporate boardrooms, far removed from the realities of the workforce. This top-down approach, without genuine dialogue, highlights the growing disconnect between leadership and employees. Amazon’s push for in-person work is viewed by many as a veiled attempt to reduce headcount, demonstrating that employees are still treated as numbers rather than human beings with unique needs. It’s a troubling move for a company that strives to be “Earth’s best employer.” Unsurprisingly, many employees are now seeking more empathetic workplaces that listen, adapt and respect their needs.
Empathy: A Competitive Advantage
A 2021 study by Catalyst found that empathetic leaders increase workplace innovation by 61% and employee engagement by 76%.
Empathy fosters trust, loyalty, and productivity — traits that are becoming essential in retaining top talent in a rapidly evolving job market.
Why Empathy Matters
What employees want from their leaders isn’t complicated — they want to be heard, respected and valued. A Gallup study shows that companies with engaged employees experience 23% greater profitability, 81% less absenteeism and lower turnover. Despite these findings, many companies still fail to empower their workforce to voice their thoughts or concerns.
This failure is particularly evident in how younger generations are often perceived. They’re frequently criticized for lacking toughness, but the reality is they have more options and expect more from employers. The modern workplace is increasingly digital, and jobs are no longer limited by location. Workers today won’t settle for workplaces that don’t align with their values or respect their work-life balance.
Empathy isn’t just a leadership tactic — it’s a necessity. Across generations, the needs of employees remain the same: to be heard, valued and understood. Leading with empathy is about more than issuing orders; it’s about providing real support. Effective leadership requires understanding and genuine effort. It’s hard work, but it’s the most important work we do every day.
Today’s employees aren’t just looking for a paycheck; they want meaningful work and to be treated with respect. They also want to work for companies that share their values. This isn’t just true for employees; job seekers and customers want the same thing. Companies that demonstrate empathy internally and externally are the ones that succeed in the long run.
Putting It All Together
Real empathy is the cornerstone of strong leadership. It’s easy to care when things are going well, but true empathy shines through when it’s hardest to show. Those moments when it’s tempting to dismiss feedback? That’s when leaders need to lean in and listen. That’s the real work of leadership. Leaders don’t have to relate to every feeling their employees have, but they must respect them. That’s how leaders build a team that trusts and respects them in return.
To create an organization ready for the future, leaders need to move beyond performative empathy and adopt a leadership style rooted in genuine listening and respect. This shift is crucial in building a culture where everyone — no matter their background or role — feels valued, empowered and engaged in shared goals. Leaders who truly embrace empathy do more than manage — they inspire and transform, making a lasting difference and shaping the future of their businesses.
Kellie Walenciak is the head of global marketing for Televerde, a global revenue creation partner supporting marketing, sales and customer success for B2B businesses around the world. A purpose-built company, Televerde believes in second-chance employment and strives to help disempowered people find their voice and reach their human potential.
Did You Know: Empathy in leadership isn’t just a nice-to-have — it’s profitable. Studies show that companies with highly engaged employees, driven by empathetic leadership, see a 23% boost in profitability and 81% lower absenteeism. Investing in empathy can significantly impact a company’s bottom line and overall success.
