Empathy In Action Transforms Leadership And Business Success
- Jan 14, 2025
- 4 min read
Written by Wayne Elsey, Founder and CEO
Wayne Elsey is the founder and CEO of Elsey Enterprises. Among his independent brands, he is also the founder and CEO of Funds2Orgs.
Goals, metrics, and data are essential, but I'll share something with you: it's easy to lose sight of the human element. It doesn't take much to read books, articles, or listen to commentary about the "toxicity" or lack of humanness in society and even in business. The fact is that empathy in the workplace goes beyond being a so-called soft skill. It's an essential element of emotional intelligence and forms the foundation of leadership, driving the best companies forward.
Early in my career, when I started my first job during a work-study program at Gallenkamp Shoes as a 15-year-old, I learned how much empathy in the workplace mattered. I remember my early interactions with customers, people aiming to buy shoes they could wear (and look good in) for work or special occasions like weddings or anniversaries. In the decades that have passed, empathy has become one of the top traits of any leading businessperson.
The genesis of soles4souls: A lesson in empathy
It’s been just over 20 years since the devastating tsunami that affected countries around the Indian Ocean. At the time, I was the president of a shoe manufacturing company. I’ve spoken about something I saw on the news that impacted me deeply and filled me with great empathy. It was a single shoe that washed ashore after the tsunami, and when I saw it, I couldn’t stop thinking that the shoe belonged to someone. I hoped they had survived.
As the head of a brand, I had the opportunity to mobilize people across the United States. You have to remember that the 2004 tsunami occurred before social media and instant news coverage. It was something we learned about through national news channels. Our country had experienced 9/11 a few years earlier, but there was still space and a sense of empathy and kindness for others. This sentiment, many feel, is no longer as prevalent today.
A couple of years after we shipped hundreds of thousands of shoes to people who had lost everything, I realized that I wanted to make a global impact. First, I founded Soles4Souls to facilitate shoe donations. Later, I created two social enterprises, Funds2Orgs and Sneakers4Good. These organizations support local efforts in the United States and sustainability initiatives. We also partner with 4,000 micro-enterprise partners worldwide.
A driver of organizational culture
Empathy wasn't an abstract concept in the organizations where I had the privilege to lead. In fact, I made it a point to embed it into organizational culture. As my team knows, if there's something serious going on with them or their families, I prefer to pick up the phone or meet in my office rather than have the news travel to me via email or text message. I believe in leaning into our collective humanness.
Still, not all business leaders appreciate empathy. For some, unconscious bias steers them away from soft skills such as empathy, kindness, consideration, and active listening. However, in my experience, every time I leaned into empathy and, you know, being human, the teams I've led and our clients (e.g., during COVID) felt valued and understood. Inevitably, it fostered trust and increased engagement.
Trust is the foundation of being an excellent business leader, but it is part of a whole. When leaders, especially, demonstrate empathy to their teams and clients, the brand reflects it. As a result, when teams face challenges or pursue high-performing metrics, they go the extra mile. They strive to do more, better, and at a lower cost due to streamlined processes and innovative thinking. This results in improved operations, products, and services.
The business impact of seeing people
Empathy in the workplace, or genuinely seeing each individual, provides companies with three critical outcomes essential for success.
Enhanced employee engagement: When teams feel seen and heard, their commitment to the work deepens, increasing productivity and retention.
Improved customer relations: When clients feel that brands understand them, they are more inclined to continue buying from a specific brand that has earned their trust.
Innovation: When workers know they are understood, there is a greater drive for creativity, which allows companies to innovate and stay ahead of the curve.
Implementing empathy in your organization
As is often said, outstanding leadership and an organization's culture start at the top. Therefore, executives should continually work to be better humans. Keep the following in mind:
Lead by example: It might seem obvious, but you would be surprised how many people overlook it. Leaders should model empathy and set the standard.
Encourage open communication: Ensure your environment is a place where people can express their ideas and, yes, even their failures. This builds trust.
Provide empathy training: Find ways to offer training programs about emotional intelligence through lectures or workshops. It is worth the investment.
Recognize empathetic behavior: When someone on the team demonstrates empathy, reward those positive actions to reinforce their value.
In sum, empathy in the workplace is a force that not only connects people but also contributes to the success of any company. I can genuinely say that my leadership and management journey has been a testament to the transformative power of empathy. It can help one person and drive change that impacts people worldwide, even those you may never meet but who are still affected by how you lead your business.
© 2025 Wayne Elsey. All Rights Reserved.
Wayne Elsey, Founder and CEO
Wayne Elsey is the founder and CEO of Elsey Enterprises. Among his independent brands, he is also the founder and CEO of Funds2Orgs. This social enterprise helps nonprofits, schools, churches, civic groups, individuals, and others raise funds while helping to support micro-enterprise (small business) opportunities in developing nations and the environment.
