In today's high-expectations work environment, leaders face a tough challenge: delivering results while making sure their team members feel valued and supported. Dr. Jay Campbell, chief product officer at Blanchard, believes that the key lies in combining empathy with accountability.
“Empathy is urgently needed today—perhaps more than at any time in the past decade,” says Dr. Campbell. “But leaders must overcome the common misconception that they have to choose between high empathy and high accountability.”
Why Empathy Matters
Empathy isn't just about being nice—it's a powerful leadership skill. EY’s 2023 Empathy in Business Survey shows there are many upsides to empathetic leadership in the workplace, including:
· Inspiring positive change within the workplace (87%)
· Mutual respect between employees and leaders (87%)
· Increased productivity among employees (85%)
· Reduced employee turnover (78%)
Empathy leads to a more positive, productive, and satisfied workforce.
The Role of Accountability
While empathy is crucial, accountability ensures that goals are met. However, many leaders struggle with this aspect according to a recent study:
· Only 15% of leaders have clearly defined and communicated their key results.
· 82% of managers admit they either try and fail or avoid holding others accountable.
It's not about choosing one over the other. Both are important.
Mastering the Balance
The good news, says Dr. Campbell, is “You can be highly empathetic and dialed into what somebody's going through while you’re helping them stay focused on their commitments.”
He outlines three essential 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.
As Campbell explains, “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.”
Join the Conversation
Interested in learning more about integrating empathy and accountability in your leadership approach? Join Dr. Jay Campbell 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.
In this free webinar, you’ll explore 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 by learning:
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- 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
- The mindset of empathetic leadership—powered by curiosity, helpfulness, and self-awareness
Whether you are in HR or L&D, or you lead 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.
About the Author
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