Can empathy and business coexist in this day and age?
The version of capitalism that most of us have been exposed to is primarily about setting lofty goals, specific targets and fierce competition. And for the longest time, to me, that's what "business" has been all about - the professionalism, the rigor and the sacred targets / metrics. With this lens, it appears to be farthest from anything to do with empathy - the ability to understand and share the feelings of others as if we were in their shoes.
Of late however, I have become more receptive when people hit their emotional highs, and lows even in my business interactions.
For instance, very recently while I was engaging with a new, relatively less established vendor, the sales lead was eager to offer discounts for a crucial deal. When we got to the pricing part, he said, “Neha, this is a very important deal for us; and we are ready to put in the investment and consider shaving 5-10 thousand dollars for the sake of it”. As he uttered that, I could sense his underlying distress– his face had suddenly turned red, his eyes were watery and there was an undercurrent of hesitation while he was still trying to appear quite up-beat.
Behind the professional façade of this executive, I could immediately see a working class human being with the same struggles as anyone else – the remorse amidst continually rising inflation, struggles with competition and the relentless search for balance amidst a nerve-wracking schedule.
Does any of it sound familiar? It certainly did to me.
This got me thinking hard – what am I to make of this super-power that I seem to have acquired?
One part of me wanted to drop it and ignore altogether. After all, it was a business context. He was there to sell and I there to buy his firm’s products and services. However, the other part of me didn’t want to lose the chance to explore this deeper. I could witness the struggle between my logical mind and my empathetic heart. That’s when I decided to research deeper on the subject. And lo and behold! I discovered so many examples that validated that the ability to perceive and understand the emotional states of others can be a truly valuable asset in the business world!
In the example I just shared, it helped me better understand the realities of the market – the offerings and their pricing. That push for discount he offered to make was the most I could get, with reasonable approximation – and this would be true even if I chose a different vendor. It was a valuable takeaway for me to share with my stakeholders. Most importantly, it was a reminder to humanize my interactions, creating an inclusive environment that values individuals beyond their job roles.
In a similar fashion, if I am receptive to your non-verbal cues (views or likes!), I can tailor my content to result in a better reading experience for you all. It will ensure you look forward to my posts and read with rapt attention. And this will improve my ability to nudge you into certain actions or ways of thinking, if that were my business objective.
And this is no rocket science. As humans, we are designed to be sensitive to the smallest changes in our physical reality, including the non-verbal cues from other humans. What needs conscious effort is training our "empathy muscles" for the right outcomes. So the next time you decide to try this, be observant, pay attention to the cues, and reflect on their meanings in the context of the conversations. The more frequently you engage in this practice, the quicker you'll observe its substantial influence on both your professional and personal life. Imagine navigating your interactions with a heightened sense of awareness, effortlessly deciphering the unspoken words of those around you. This cultivated empathy not only enhances your relationships but also fosters a deeper connection with your environment, ultimately setting the stage for a richer, more fulfilling life.
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