Success starts with empathy: Why you need to lead from the heart

To state the obvious, life for many people has been exceptionally difficult in recent years. While certainly not the only sector to be impacted, the complexities and demands on retailers since the Covid-19 pandemic began have been unrelenting. Mask mandates, vaccination certificates, QR code check-ins, frustrated customers, and staff shortages have all affected the typical day at work for anyone working in retail.Influencing the extent to which people are engaged and performing at their best during any challenging time is no easy task; however, there are steps that leaders can take to optimise the chances of people maintaining the strength of spirit needed to keep striving despite the obstacles that are put in their way. Success starts with empathy. Simply telling people not to worry or to let go of their concerns isn’t helpful. Most human beings are more likely to find the strength they need to keep going when they know they aren’t alone and that the people they work with understand how they are feeling. While wallowing in misery and focusing on what is wrong doesn’t help, it does matter that they feel heard and understood. Reflect for a moment on how often you have observed people wasting energy and time feeling resentful about their circumstances. Have you yourself experienced the debilitating impact of allowing frustration to consume your thinking? Acknowledge that circumstances are less than ideal and encourage your team to focus on what they can control. The simple truth is none of us has the power to control our circumstances. The only real power we have in life is to choose how we perceive reality and, in turn, respond. Communicate often. Keeping people informed about what you know and what plans you have in place to alleviate the pressures they are feeling will go some way toward maintaining engagement. Remember that communication is a two-way street so both talking and listening are essential. Don’t underestimate your team’s ability to come up with great ideas that will help the team feel motivated. Demonstrate that the people on your team are valued by recognising the efforts that they make. Acknowledgement always matters but becomes mission critical when you are asking people to dig deep and keep turning up despite the at-times overwhelming demands of their job. When an employee is doing a great job, praise them and share their accomplishments with their colleagues. Even a simple thank you can go a long way toward ensuring team members know they are appreciated. Keep in mind that you don’t need to do all of the work; leverage programs that encourage team members to recognise one another. Look for opportunities to highlight what is working well and the successes your team has achieved. It can be tempting to focus on what is going wrong but draw your team’s attention to the things that they can be proud of. Even small wins can help people feel more energised and engaged. Be on your team’s side. If customers are rude, unkind or in any way bullying your people, take decisive action. The customer isn’t always right, and at times they certainly aren’t worth the issues they bring. Every employer has a duty of care to their people and an obligation to create a healthy and safe work environment. That includes asking customers to leave if that is what it takes to keep people physically and psychologically safe. Educate people about the importance of maintaining balance and a healthy lifestyle. We all have a better chance of getting through tough times when we prioritise our mental and physical wellbeing. Getting adequate rest, healthy eating, and regular exercise make a big difference in maintaining resilience. Prioritise activities that allow people to feel connected and enjoy one another’s company. Laughter is an especially powerful energiser. In fact, research has found that laughing has great short-term effects and long-term benefits. The Mayo Clinic states that “laughter enhances your intake of oxygen-rich air, stimulates your heart, lungs and muscles, and increases the endorphins that are released by your brain”.And finally, lead by example. Your own ability to manage stress and maintain a positive mindset will have a flow on impact to the people around you. While, of course, that is far easier said than done, take responsibility for the influence your own emotions have on your team and seek the support you need to work through these times.This article was originally published in the May issue of Inside FMCG magazine.