In a recent interview, Microsoft’s CEO emphasized a profound insight: empathy is the most significant source of innovation. This statement resonates deeply, positioning empathy not only as a human value but as a teachable skill essential for meeting people’s needs, fostering innovation, and engaging employees.
Empathy, when combined with compassion, transcends simply recognizing emotion; it compels leaders to take meaningful action. Exemplary leaders don’t just acknowledge the emotions of their teams; they actively respond to them. This approach has become critical in today’s leadership landscape, which has evolved from the hierarchical models of 20-30 years ago. Today’s leaders are responsible for developing the next generation of leaders, with empathy and compassion at the forefront.
At Mattress Firm, our focus is on creating an environment where our people can thrive and achieve their dreams. Empathy is embedded into our core values and is ingrained in our cultural systems, leadership attributes, and day-to-day operations. By prioritizing empathy, we can foster innovation, curiosity, and inclusivity in the workplace. It is no longer about leading change, or leading through change, But rather leading in change. Which is why at Mattress Firm, our HR strategy focuses on “Attracting, Growing and Inspiring” when leading in change and with empathy.
Attract
Empathy in the workplace starts the moment we engage with candidates. When we attract talent, we look beyond experiences and qualifications; we look at their potential to fulfill our company’s noble purpose – helping people sleep well so they can live well. We look beyond the traditional pipeline to discover talent in new ways that allow us to tap into a more diverse and unique talent pool. Providing a New Hire Experience that makes candidates feel valued is critical. Our onboarding process, especially for our sales associates, is highly engaging and highlights how our people can thrive and fulfill their goals at our company, where feedback for growth is at the center. It’s what makes our people unique, as well as the competitive advantage of our company.
Inspire
Empathy alone is not enough. Employees expect leaders to “walk the talk” by confronting challenges and championing change. Genuine care in leadership cultivates a culture of engagement, trust and creativity. When leaders truly listen and act on insights from their teams, employees feel valued and heard – even when disagreements arise. This dynamic helps foster collaboration and drive organizational success by inspiring employees in creative and productive ways.
Inspiring through empathy is not confined to the workplace. Practicing empathy at home with our families makes us more effective leaders and colleagues. Employees are more likely to stay with companies where leadership genuinely cares about their well-being, and where there are opportunities for both personal and professional growth.
Grow
Investing in employees’ growth through skill-based development, performance feedback, and leadership programs not only fosters a sense of pride in the organization but also empowers individuals to excel. When employees experience personal and professional growth within a company, they are loyal to, it becomes a win-win situation. The business gains a more skilled and motivated workforce, while individuals enhance their own capabilities and self-worth.
Consider creating a program such as GROW Week, a weeklong focus on providing resources and inspiration for employee wellness. This is a passion initiative of mine at Mattress Firm.
Empathy is not just a value; it is a vital component of effective leadership. It drives innovation, builds engagement, and creates a positive and inclusive organizational culture. Leaders who champion empathy and compassion create environments where employees can flourish both personally and professionally, and the benefits ripple out to customers and beyond.
Maria Melendez is Executive Vice President of Human Capital at Mattress Firm.
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