I recently worked on a construction project in Phoenix, and something happened that reinforced my long-held belief in the paramount importance of empathy in leadership and communication.

Empathy in action

The project involved various tradesmen from different companies, including steel workers, concrete workers, and many more. Any kind of tradesman that you could possibly imagine was working there. A general contractor was responsible for supplying a safety manager to ensure safety protocols were followed. The passion this safety manager displayed for his work was unmatched; he was exceptionally detailed, striving to know everything that was going on at the site so he could ensure full compliance with safety regulations.

During a project alignment meeting involving every leader on the site, it was revealed that a wall had been installed incorrectly and had to be moved immediately. There would be no problem normally, but in this particular case, this was the first time that the safety manager had learned about the incident. After hearing about it, he became very emotional and emphasized the importance of following safety protocols. His reaction was unexpected and visibly intense. You could tell that his emotions had been altered and that he wasn’t taking the news very well, even though the problem had been rectified almost immediately.

Rather than dismissing his emotions, the other leaders at the meeting chose to engage with him empathetically. They expressed appreciation for his passion and asked him to explain why he was so emotional. The safety manager shared a personal story from 10 years ago when a failure to follow protocol led to five young boys being trapped in a 10-foot-deep hole overnight for 10 hours with no way to get themselves out. Although the boys were eventually rescued, the incident profoundly affected him, shaping his meticulous and detailed approach to safety.

Every other leader at the table understood immediately. You could hear a pin drop in the room. From that moment on, they ensured the safety manager was kept informed about all site activities.

This newfound understanding and refined communication significantly improved safety at the site, benefiting everyone involved in the project.

Applying empathy in action

Empathy begins with understanding and acceptance. It involves putting yourself in someone else’s shoes to understand their perspective and motivations. The leaders at the construction site demonstrated this by choosing to listen to and understand the safety manager’s thoughts rather than making assumptions or reacting negatively.

Understanding creates empathy, empathy creates great communication, great communication creates high-performing teams, and high-performing teams create world-class organizations. To truly understand the people around you, you need to know their dignity. This level of understanding usually only happens with friends and family, but it’s crucial in professional settings, too. Although it can sound daunting, all it really takes is consistent conversation with a bit of vulnerability and a willingness to listen and understand.

This experience at the construction site highlighted the power of empathy in leadership. By choosing to understand and accommodate the safety manager’s emotions and perspective, the leaders improved safety and communication at the site. Empathy is a transferable skill that can be applied in any situation to create better outcomes. It starts with the desire to understand, which leads to empathy, improved communication and, ultimately, high-performing teams.

To apply empathy in any context, it’s essential to seek understanding first. Ask questions like:

• Can you walk me through that?
• What did you mean by that?
• The story I’m making up is X, can you tell me what it really is?
• Can you tell me more about that?
• What do you need from me?

Joe Kiedinger is founder and chief executive officer at Dignify. Contact Joe at joek@dignify.com.