Solving the Empathy Problem: Why Women Leaders Have the Upper Hand

In Brené Brown’s viral Ted Talk, “The Power of Vulnerability,” the professor and researcher uncovers the findings of her study on human connection – that is the ability to feel intimately connected to other humans, ideas, missions, and the world at large. Brown’s research studies two test groups: those with strong feelings of connection in their lives and those without. The main difference between these groups, Brown discovers, is vulnerability, or the practice of allowing oneself to be truly seen, even in moments of imperfection. Those who practiced vulnerability, or “had the courage to be imperfect,” had a greater sense of connection. They were willing to invest themselves in relationships that may not work out, embark on new adventures that had no guarantee of the future, and openly share their personal struggles with people in their lives.

Vulnerability in the Age of the Great Resignation

So how does “The Power of Vulnerability” come into play in the workplace? If vulnerability can foster connection among colleagues, then it can, in turn, increase employee engagement. 

According to Gallup’s State of the American Manager report, employees with managers who get to know them on a personal level are more likely to be engaged and, therefore, more likely to stay at their organization long-term. In the wake of The Great Resignation, professional relationships that allow space for empathy and vulnerability are perhaps more important than ever for easing turnover rates.

Women are at an advantage when it comes to tapping into this empathetic style of leadership. According to a brain imaging study done by UCLA, the part of the brain that mimics the pain of others is consistently more active in women. Thanks in part to sociocultural implications and hormone levels, women can better relate to their employees and their customers, forging more authentic connections through frequent communication, interest in their employees’ life events, awareness of global issues, and investment in their employees’ professional development.

Empathy as a Customer Experience Strategy

In the contact center, empathy has become a key driver of success in the years following the initial outbreak of COVID-19. For all consumer-facing companies, especially health and financial institutions, it is now essential to create customer journeys that hinge on active listening, sentiment analysis, and personalization. Today's agents are doing so much more than resetting passwords and tracking packages, they are delivering empathy, “that incredibly healing message of ‘you are not alone,’” as Brené Brown calls it.

Women like Jadah Hawkins, Senior Vice President of Client Solutions at Alorica, are paving the way. “Women in the contact center are so important because we need to lead with compassion. With everything going on, the fast paced changes in our industry, and the emotional and mental well-being of our employees, women are needed in this space more than ever,” said Hawkins at our CCWomen Breakfast in Nashville this past October.

Say Goodbye to Autocratic Management Methods 

The changing landscape of the contact center and the business world at large continues to outgrow the intense and rigid style of leadership that ruled the early 2000s. Women’s approaches to management no longer need to be emotionless and masculine as demonstrated by female bosses like those in The Devil Wears Prada or Working Girl. The modern working woman actually leverages her access to her emotions and ability to be authentic and vulnerable to create a more engaged working culture and happier customers. 

How do you lead with empathy and vulnerability? Share your story with me by emailing us at ccwomen@cmpteam.com.