Leading with Empathy: How Understanding Transforms to Better Decision-Making  

Authentic leaders who approach workplace disputes or conflicts with empathy, understanding, and active listening tend to make better decisions when problem-solving complex or sensitive situations. They foster an environment where team members feel safe sharing their experiences, which opens doors to meaningful communication. This is important because knowing anticipated employment disputes can allow leaders to proactively address solutions that might avoid escalating any allegations of discriminatory practices.

One example of what can happen when a dispute is not handled well is the EEOC v. Polaris Industries case. In this case, Polaris Industries allegedly failed to accommodate an employee’s pregnancy-related health needs. According to the Charge, the company required overtime, despite knowing that the employee’s doctor recommended fewer hours. When the employee needed time off for medical appointments, she accrued attendance points, which put her at risk of being fired. Eventually, she resigned to protect her health.

Since most leaders are responsible for employee staffing and managing productivity, it can create a challenge if they learn that an employee has to reduce their work hours or take a temporary leave of absence because of a medical condition. In the Polaris Industries case, it is unclear when or how the communication breakdown occurred, resulting in the employee seeking resolution outside the organization. However, we know the organization will have to respond to EEOC and explain why the employee’s case resulted in her leaving the organization.

So, the question is, could this situation be avoided?  A leader who practices authentic leadership would probably focus on a dialogue with the employee about the type of workplace accommodations that could be made rather than how the employee had to adhere to the existing overtime hours and attendance policy. 

Let’s explore the characteristics of authentic leaders who adapt to support individual team members and the team.

Characteristics of an Authentic Leader

An engaged leader would have shown a genuine concern for the employee’s well-being which may have resulted in her continuation of employment.

The key characteristics of this leadership style include:

1. Trust: Open and honest leaders build trust with their teams.
2. Open Communication: Leaders should ask employees for feedback to make them feel comfortable speaking up.
3. Boosting Engagement: Employees who feel supported are more engaged.
4. Ethical Decision-Making: Leaders should be intentional about understanding the employee’s perspective.
5. Strengthening Team Bonds: Leaders can invite team members to provide input on work assignments requiring new ideas or problem-solving. 
6. Increasing Retention: Leaders should keep their teams informed of work expectations and recognize them when they achieve measurable goals.

It takes experience to become an authentic leader. Just as people are not physically fit after one workout, leadership requires consistent effort to achieve the best results. This means intentional reflection on one’s actions, finding creative ways to handle challenges, and being willing to adapt as the team’s needs evolve.

The employee in the Polaris case may not have resorted to an EEOC Charge if leadership had fostered support and empathy.  Even though the outcome of this case is pending, it can be a lesson for business leaders who underestimate their employees.

Problem-Solving Strategies of Authentic Leaders

Authentic leadership can be essential during disputes or conflicts because their characteristics foster a workplace culture that upholds fairness and respect. Here are a few examples of problem-solving strategies:

• Identify the situation by practicing active listening with the employee.
• Focus on the facts case.
• Brainstorm collaborative solutions with colleagues or human resources.
• Anticipate any potential legal implications of work changes and ensure compliance with federal and state laws, company policies, and procedures.
• Respectfully discuss the final management decision and work arrangements with the employee.
• Encourage employees to keep communications open with the HR representative if they require a medical leave of absence to protect their confidentiality.

By embracing empathy, authentic leaders can create environments where trust and respect thrive, prevent misunderstandings or conflicts from escalating, and ensure a supportive work environment for all employees.

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L.R. (Leigh) Lyons is a human resources partner, facilitator, mediator, and public speaker specializing in helping business leaders enhance employee engagement and build effective teams. She has over 20 years of experience working as an employee relations manager in the Commonwealth of Virginia. She is also the founder of Lyons HR Consulting, LLC, which provides leadership coaching, mediation, manager and employee training, and customized training and development sessions for organizations.

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