Empathy has become a cornerstone of effective leadership that is increasingly critical in today's evolving workplace, says Dr. Jay Campbell, chief product officer, thought leader, and co-creator of Blanchard's new Leading with Empathy™ online course.
“Empathy is urgently needed today—perhaps more than at any time in the past decade,” says Campbell. “But leaders must overcome the common misconception that they have to choose between high empathy and high accountability.
“Today's leaders are facing a big challenge. They must deliver exceptional results, rapidly, while helping their people feel genuinely seen, supported, and inspired. It's clear that being either compassionate or results-driven isn't enough.”
The Challenge of Either/Or Thinking
The key is to let go of the mistaken belief that there's a trade-off between accountability and empathy—an outdated mindset that hinders both organizational and personal growth, says Campbell. He stresses the need to move away from viewing empathy and accountability as opposites, and suggests a goal of integrating these qualities is both essential and attainable.
“Many leaders struggle with the belief that they must choose between being empathetic or holding people accountable; they must adopt the role of either overindulgent caretaker on one end or uncompromising taskmaster on the other. This binary thinking is flawed. Our program helps leaders move beyond this false choice and master skills that help them become both empathetic and accountable, which, while non-intuitive for most, is completely achievable.”
"You can be highly empathetic and dialed into what somebody's going through while you’re helping them stay focused on their commitments."
Three Fundamental Skills to Master
Campbell outlines three fundamental skills for empathetic leadership: communicating intentionally, feeling their feelings, and responding thoughtfully.
Communicating intentionally means having conversations that involve deep listening and respectful questions. It’s about checking in with people on how they are doing and following up on prior discussions. The goal is to have interactions where direct reports feel seen and heard.
The second skill, feeling their feelings, requires a genuine understanding of employees' experiences and perspectives. Campbell says this involves putting yourself into other people's shoes to fully grasp their experiences. He recommends that leaders demonstrate the qualities of curiosity, helpfulness, and self-awareness. These mindsets can build trust and deepen connections, which ultimately fosters a resilient and motivated workforce.
The final pivotal skill, responding thoughtfully, is all about leaders choosing how they want to react—with an eye toward maintaining accountability.
“Thoughtful responses are measured, appropriate actions that are neither overly permissive nor authoritarian. We equip leaders with practical strategies ranging from simple validation to more significant interventions such as modifying responsibilities or granting time off, depending on the situation.”
Campbell says leaders should be thoughtful about when to reduce accountability. “If a leader is overly supportive, people might become reliant on them or feel like failures." He emphasizes the importance of providing the right amount of support, enabling growth, and maintaining clear objectives without making unnecessary accommodations.
The Leading with Empathy course introduces a seven-level response framework. The first four strategies involve supportive behaviors that don’t alter accountability, and the latter three strategies include resetting goals and lowering responsibilities. This method allows leaders to address employee struggles empathetically without undermining performance expectations and goals.
Self-Awareness and Setting Boundaries
Blanchard’s new program also helps managers develop self-awareness, which Campbell describes as “foundational.”
“For most leaders, there is a gap between how they think they behave and how employees perceive them. Developing self-awareness involves regular self-reflection, studying your personal reactions, and consciously adjusting how you respond. Your level of self-mastery can either clear the way for empathy or pollute the whole process." Leaders must recognize their own emotional triggers and beliefs so that they may genuinely empathize, rather than projecting their issues onto others.
And leaders need to set boundaries, says Campbell.
“Boundaries are crucial to sustain empathy over time. Leaders who recognize their role and set healthy limitations can avoid the pitfall of absorbing others’ emotional distress. A measure of professional distance, although counterintuitive, helps prevent burnout. Leaders should also feel comfortable directing team members to additional resources such as HR or counseling services when needed.”
Building a Culture of Empathy
Campbell advises leaders to start building an empathetic culture by practicing intentional communication, being mindful to genuinely listen, and expressing care and respect. He stresses the importance of authentic engagement.
“Start with curiosity. Show genuine interest in your team members' lives—both professional and personal. Encourage open dialogue by actively listening and validating their experiences. Practice self-awareness to ensure you're emotionally available, yet professionally balanced.”
Campbell concludes by highlighting the transformative impact of empathetic leadership.
"With some help, you can get through workplace challenges faster, and it can be fun. Improved engagement, connection, performance, retention, and goal attainment—these are the positive outcomes an organization can have if their leaders figure out how to integrate high empathy with high accountability. It’s about creating a culture where employees feel seen and heard, truly valued, and trusted to overcome their challenges.”
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Would you like to learn more about increasing the empathy and accountability skills of your leaders? Then join us for a free webinar!
The Empathy/Accountability Challenge: Leading with Heart without Sacrificing Results
May 28, 2025
Today’s leaders face a high-stakes challenge: deliver results, fast—and do it while creating a workplace where people feel seen, supported, and inspired. It’s no longer enough to be either kind or results-driven. The best leaders have emotional intelligence and use both empathy and accountability—and they know how to combine them to unlock the full potential of their teams.
Join Dr. Jay Campbell, chief product officer at Blanchard, for a dynamic, practical session that explores how two powerful forces—empathy and accountability—can work in tandem to elevate performance, build trust, and create lasting engagement.
You’ll discover how to shift from simply managing people to truly connecting with them, creating a culture where people are motivated and results come naturally.
In this webinar, you’ll learn:
· The mindset of empathetic leadership—powered by curiosity, helpfulness, and self-awareness
· Three must-have skills for leading with empathy, and how to put them into action
· Tactics to hold people accountable while fueling their growth and confidence
Whether you're in HR or L&D, or leading a team of any size, this session is for you. If you’re ready to boost morale, build stronger relationships, and create a culture where both people and performance thrive—this is your moment.
Don’t miss it—register now and lead the change.
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