Empathy in a Digital World
“Can everyone hear me?” I’m sure you’ve heard this question a lot over the last six months. What about this one: “May I share my screen?”
Video conferencing, emails, and remote working have become not only the norm, but the expectation of 2020. We’ve replaced in-person interactions and fully immersed ourselves in the online world. While adapting to this new environment, one aspect of humanity that is declining is empathy.
Empathy is the ability to understand and relate to the feelings of others. Specifically in business, empathy is an aspect of emotional comprehension, a staple for great leadership. Having strong empathic tendencies has been linked to stronger relationships, reduced anxiety, and noteworthy collaboration between team members. It might seem like a basic human trait but this sense of compassion has to be constantly nurtured, something a little more complicated to do through an email.
The human brain is conditioned for face-to-face interactions. During any conversation, the brain takes in new information and sends out impulses for what to say and do, while monitoring ones exchanges by discouraging emotional impulses that might lead the interaction in a negative way. Online communication is very different; in-person social cues we are accustomed to get lost. Instead, we are forced to gamble on cognitive empathy, and respond solely on the information provided. It’s much harder to convey your emotions- an important aspect in building strong relationships.
Though emails and text messages are appropriate for giving and receiving information, there is a natural adversity to these forms of communication. Positive online correspondence typically comes across as indifferent to the reader, while emails that senders identify as neutral generally come across as unfriendly. In an effort to counteract these effects, exchanges should be more personable. By purposefully connecting with individuals, we can reduce miscommunication and develop stronger, more productive relationships.
“We aren’t lacking in successful professionals; we are lacking leaders who recognize the value of empathy.”
Olivia Pence
Empathy can be taught. Here is some advice for improving empathy in a majorly digital world:
Remember to be grateful for whatever you have; with more recognition comes more humanity.
Video conference or talk on the phone whenever available. With programs like Skype or Zoom, you are able to maintain a sense of in-person face-to-face interactions. Emotional cues and vocal inflections are easier to recognize over these platforms and aid in cultivating virtual relationships.
Continue to build relationships with your team members and outside your organization. Simple acts such as asking someone how they are doing, especially in such difficult times, can be incredibly beneficial. Get to know the people you interface with and help them feel seen and heard; it will make a huge difference.
Intentionally listen to understand. This is a behavior we talk about a lot at the Servant Leadership Institute. It’s not easy, but it’s important if you want to build healthy relationships. By actively listening to others, you are respecting their contribution. Allow them room to develop their thoughts and ideas before collaborating.
Never make assumptions. Everyone has their own valid story and experience in which they are entitled. When you assume something about another person’s situation, you are putting your own prejudice and opinions into the narrative. As a consequence, you can’t empathize in the right way, because you have changed their story. Try to remain neutral until you’ve heard their entire side.
To put it simply, be brave enough to recognize what the people around you are dealing with in their lives. We all have our own individual stories with different highs and lows, so challenge yourself to see, hear, and accept what you don’t know. This might result in an apology, a celebration between co-workers, or the cultivation of a new relationship; be open to any and all possibilities.
As we navigate further into the digital world, empathy is the golden ticket that will allow us to lay a stronger foundation for our future. We aren’t lacking in successful professionals; we are lacking leaders who recognize the value of empathy.
Olivia Pence
OLIVIA PENCE has been a part of the Datron World Communications & Servant Leadership Institute Teams for many years, and has loved every moment of the experience. Olivia has worked closely with the Datron Charitable Fund, and believes that servant leadership can inspire the world. Olivia graduated from Cal State University, Fullerton with a BFA in Musical Theatre. Her rich background in theatre has helped her specialize in social media coordination, digital marketing development and creative content production.