In a conversation with Beata Drzazga, vice president of the Silicon Valley Center in Palo Alto, we explore the topic of balancing empathy and consistency in management. We talk about creating strong, effective teams that, with the right combination of empathy and consistency, achieve international success.
Is empathy in business an advantage or a hindrance? How to find a healthy balance?
Empathy in business is undeniably an advantage, but its effectiveness depends on how we are able to manage it. In many cases it is the ability to understand people, their motivations, needs and fears, that is the key to success.JHowever, excessive empathy can lead to decisions that are not based on objective criteria, but rather on emotions. An entrepreneur must be able to assess the situation holistically, combining empathy with cool calculation, without sacrificing objectivity. At the same time, entering into relationships with employees, it is worth cultivating a culture of trust, in which each person feels listened to, but at the same time is aware that behind his actions are specific expectations and goals.At the end of the day, success in business is not based on emotion, but on action – and emotions, while valuable, should only be one element of decisions, not the foundation of them.
How do you build the authority of a leader who wants to be close to people and effectively enforce goals at the same time?
The authority of the leader does not come only from his position, but from his ability to look after the interests of the organization, while showing that the interests of employees are also treated with respect. The key aspect is consistency – both in communication, and in action. A leader, who says one thing and does another, loses the trust of the team. An example would be when a leader clearly declares that there is a culture of openness and mutual support in the company, but fails to act on it. In turn, when the leader applies consistent rules, while engaging with the team’s problems, his authority increases. This, in turn, allows for effective enforcement of goals and implementation of changes, because the team understands that the leader is a partner in the process, not just a “boss” who demands without asking.
But do not forget that leadership is not only about managing people, but also the ability to make decisions in difficult moments.Often a leader has to make choices that are unpopular but necessary for the development of the company. Therefore, a key element in building authority is the ability to balance closeness to people and firmness in action, especially when the situation requires it.
How empathy towards employees can lead to wrong business decisions?
Empathy in business decision-making is of great importance, but it must not be treated as the only determining factor. Properly balanced empathy helps to understand, how given decisions will affect employees and the atmosphere in the company.On the other hand, delaying decision-making by constantly considering the emotions of employees, can lead to decision paralysis. In crisis situations, where we need to make quick decisions, empathy can help improve understanding and communication. With empathy, the leader is able to anticipate reactions and minimize the negative consequences that may result from controversial decisions, such as cost-cutting or reorganization.In contrast, an unempathic approach can lead to a dehumanization of the decision-making process, where only ” hard” financial results become the priority, which in the long run can destroy the morale of the team.Taking care of people, their well-being and motivation, while sticking to the strategic goals of the company, is one of the key pillars on which successful management is based.
How to stay consistent and not lose empathy, when you have to fire an employee or reorganize a team?
Firing an employee or reorganizing a team are always difficult decisions, which can involve negative emotions, both on the part of the employee and the leader. However, consistency in action does not mean lack of empathy. Sometimes, when deciding to dismiss, the leader must be particularly sensitive to maintain respect for the employee, while not undermining authority. The most important thing in this process is to communicate this decision in a clear and transparent way, explaining the reasons and offering support in the search for new opportunities, such as recommendations. Good change management is about not losing face in such difficult moments, but also not succumbing to sentiments that may prevent further development of the company. Consistency is not a cold action – rather, it is a consistent adherence to values and principles, which are aimed at the welfare of both the organization, and its members.
In international contacts, are misunderstandings easily caused by differences in approaches to managing people? How to maintain cultural sensitivity while remaining yourself?
Cultural differences in management is one of the biggest challenges, especially if you operate in an international environment. Many countries have different norms regarding hierarchy, communication, approach to working time or attitude to authority. In the U.S., for example, entrepreneurs expect speed of action, and decisions are often made in a less formal and more direct manner. In Poland, on the other hand, the hierarchy is more pronounced, and formality plays an important role. It is extremely important for a leader to be able to adjust his approach to these differences, while maintaining authenticity. This means that you can ‘ t imitate the management style of a foreign country just to “fit in” – you have to find a balance between sensitivity to the culture of the country and your own management style. Well-understood differences can become an asset, giving an organization an advantage when working with international partners. It is also worth remembering, that the ability to listen, openness to other perspectives and adaptation in an international context are as important as market-specific knowledge.
What qualities should a leader have, who wants to be both effective and human?
A leader, who wants to combine effectiveness with empathy, should first and foremost exhibit a high degree of self-awareness and emotional maturity. Only a leader, who understands his own emotions and reactions, is able to effectively manage a team and show empathy towards others.Key here is also the ability to listen – not only to what employees say, but also to what they don’t say. Well-developed interpersonal skills, such as active listening, conflict resolution or motivating people, are absolutely essential. But effectiveness in business also requires having the ability to make decisions in difficult situations, learn from mistakes and implement changes based on objective data. A leader must have the courage to take risks, without forgetting the values that guide his decisions. It is the combination of empathy, authenticity and consistency in action that makes a leader able to build trust, loyalty and strong teams, which ultimately leads to the long-term success of the organization.
Interviewed by Mateusz Banaszak
Source: Manager Report