Have you ever given direction to your team, only to be met with silence, resistance, or half-hearted compliance? It’s frustrating. You see the value in the decision—why don’t they? But before you blame a lack of motivation, take a step back. The real issue might not be what you said, but how it was heard. Empathy isn’t just about life’s hard moments. Empathy is a servant leader trait where you put others first. I am going to give me team direction….
- How will this sound to them?
- What will they wonder about this decision?
- Will they understand why this matters?
People don’t resist change because they’re difficult—they resist because they don’t understand. And the gap between understanding and resistance is often filled by a leader’s failure to explain why.
The “Why” Changes Everything
Imagine two different scenarios in which a company rolls out a new policy requiring employees to follow a specific customer greeting script.
Scenario 1: No “Why” – Just the “What”
The manager simply says:
“Starting today, every employee must greet customers with this exact phrase. No exceptions.”
What happens? Eye rolls. People feel like robots. Some might comply, but only when they think someone is watching. There’s no ownership—just obligation.
Scenario 2: Explaining the “Why”
Instead, the manager takes a different approach:
“We’ve heard from customers that they don’t always feel welcomed when they enter. Research shows a personalized greeting improves satisfaction and even boosts sales. So, we’re introducing this greeting approach. Here’s why it works, and here’s how you can make it feel natural.”
Now, employees understand that this isn’t about micromanagement—it’s about making their jobs easier, improving customer relationships, and ultimately benefiting them. Instead of resistance, you get engagement.
Empathetic Leadership Starts with “How Will This Be Heard?”
An empathetic leader doesn’t just issue directives; they think about how their words will land. Before giving instructions, they ask themselves:
- Does my team know the purpose behind this?
- Will they feel like they’re part of a decision or just following orders?
- How can I help them connect this to something meaningful?
When leaders communicate change with empathy and context, they shift the dynamic from control to collaboration. Employees stop seeing directives as rules to follow and start seeing them as goals to achieve.
How to Lead with Empathy and Clarity
- Provide Context First – Don’t assume the reason behind a decision is obvious. Make it clear how the change benefits the team and the bigger picture.
- Connect to Purpose – Show how this ties into company goals, team objectives, or personal growth.
- Invite Input – People support what they help create. When possible, involve your team in shaping solutions.
- Acknowledge Concerns – If resistance arises, don’t dismiss it. Ask, “What’s your biggest concern?” and address it.
- Be Transparent – If a decision is tough or unpopular, be honest. Trust is built through openness, not force.
Final Thought
The best leaders don’t just tell people what to do—they help them understand why it matters. They think beyond their own perspective and into the mindset of those receiving the message.
So before you give your next direction, pause. Ask yourself: How will this sound to my team? Answer that question first, and you’ll build not just compliance—but commitment.