Empathy has become a cornerstone of effective leadership. Leaders are expected to be emotionally intelligent, actively listen to their teams and create inclusive work environments. However, this increased emotional labor comes at a cost: empathy burnout. Unlike traditional burnout, which stems from excessive workload, empathy burnout is an emotional exhaustion that results from prolonged exposure to the struggles, emotions and challenges of others.

Empathy is a key concept in business today, especially in sales management. Some would say it has become a buzzword, but many experts agree that empathetic leadership enhances sales team motivation and performance in big ways. I suggest there is an element of truth in both views. The challenge is in the execution. Many sales managers have the wrong idea of what empathy really entails.

When I have an unreasonable customer, I have no problem encouraging them to do business elsewhere (again, after making reasonable attempts to satisfy them). The investment of time and emotional resources are often not worth trying to satisfy such a person. Better to lose one out of 50 customers--especially if that customer is taking 10 times the time and effort to deal with.

Many companies focus their sales training on the nuts and bolts, such as technical skills and selling strategies, often overlooking what could be the most crucial aspect of sales development: empathy. Empathy is an important skill for all levels of the sales organization. It is particularly important in helping front-line sellers in relationship-building. For sales leaders, empathy is critical in their effort to lead and inspire. But can empathy really be learned?

Do you want to make a positive difference in our world? It would be a dream come true to counter the anger and division that often surrounds us. As parents, there’s a way we can do it: by teaching empathy to kids. Teaching empathy to kids is as essential as teaching them to have good hygiene or nutrition.

Lifting up both individuals and teams and recognizing emotions builds stronger communities, more trust, and helps people feel cared for. With the environment continuing to feel uncertain, engaging employees in this way is more important than ever. While calls to reduce burnout, implement systemic fixes, and increase retention mount, managers in any industry can implement the authors’ 10 strategies immediately to listen deeply for emotions, reflect that understanding, and provide appreciation, connection, and community. These tactics can be used in both in-person and virtual environments, on a regular basis or as needed, in whichever order works for your team.

Emotional intelligence (EQ) is often regarded as the distinguishing factor in leading to success. This is true across different domains including all types of business, leadership, politics, education, science, and even family and social life.

Your friend is devastated. She’s just lost her job and looks like she’s about to burst into tears in the middle of the busy coffee shop. You don’t know what to do. You want to help her, but what do you say in this horrible situation? How do you make her feel better right now, and how can you help her get through the tough time to come?

Empathy has always been a critical skill for leaders, but it is taking on a new level of meaning and priority. Far from a soft approach it can drive significant business results.

You always knew demonstrating empathy is positive for people, but new research demonstrates its importance for everything from innovation to retention.