Is Empathy the Antidote to Low Trust at Work?

So far this year, the term organisational empathy has been appearing with increasing frequency in leadership conversations, particularly as organisations navigate trust challenges across multigenerational teams. At its core, empathy is the ability for a leader to take the perspective of their people through listening and understanding. It is an evolutionary skill we are all born with, and yet despite its growing recognition, I continue to see a significant gap in how empathy and empathetic leadership are applied across industries in Sri Lanka, even with clear evidence of their impact on performance and employee engagement.

Without the ability to understand the realities of employees and their diverse viewpoints and experiences, it becomes difficult to inspire trust, lead effectively, or create a workplace culture where people feel connected and motivated. Because really, trust does not emerge from strategy alone. As leaders today, building understanding within inclusive teams requires intention and consistency, but it is a commitment that directly supports sustained performance, stronger collaboration, and long term customer loyalty.

Embedding empathy into leadership behaviour and actively leveraging the empathy advantage is a conscious shift. Simply put, this means choosing listening, curiosity, and presence as everyday leadership practices. Here are four practical ways leaders can begin to build trust through empathy and listening.

1) Be curious

Empathy is grounded in enquiry and connection. Research consistently shows that curiosity supports positive organisational change, and I have seen that leaders who ask thoughtful questions and genuinely listen to the answers build stronger trust with their teams. After all, when people feel understood, they are more willing to engage, contribute, and collaborate.

2) Drop the distractions

We are all susceptible to interruptions from emails, messages, and screens, particularly in busy workplaces. However, when leaders allow distractions to interrupt conversations, trust quickly erodes. If something is worth discussing, it is worth listening to fully. To lead effectively, leaders must demonstrate presence and attention in moments that matter.

3) Practise active listening

Active listening remains one of the most powerful tools for empathetic leadership. By focusing on what is being said, maintaining eye contact, and allowing others to speak without interruption, leaders create psychological safety and strengthen connection. When people feel heard, engagement and trust naturally increase.

4) Practise patience

Leaders who allow people the time they need to fully express ideas and opinions gain deeper insight and more consistent contribution. By resisting the urge to interrupt or rush conversations, leaders enable teams to add value more confidently, which in turn strengthens trust and shared understanding.

Trust at work is built through everyday leadership behaviours. I believe empathy, listening, and patience remain some of the most effective ways leaders can restore trust, strengthen workplace culture, and support sustainable performance. 

As a leader today, where could you listen more intentionally to strengthen trust and connection within your team this week?

Check out other article: 

Empathetic Leadership Is a Cornerstone of Workplace Performance

About Mimi Nicklin:

Mimi Nicklin is a bestselling author and the founder of Empathy Everywhere. As the world’s leading voice on Listening-Led Leadership, she has reached over 4M+ people by reframing empathy as a neuro-driven "hard skill" for the AI era. On a mission to reconnect one million professionals by 2028, Mimi works with global organizations to turn human connection into a measurable competitive advantage.

Connect: Email to Mimi | www.empathyeverywhere.co