Why Empathy Is the Most Valuable Soft Skill at Work in 2025

What Is Empathy — and Why It Matters at Work

Empathy is more than being nice or patient. It’s the ability to understand and connect with another person’s feelings, thoughts, and experiences — to step into their shoes before you respond. As Psychology Today explains, empathy “involves experiencing another person’s point of view, rather than just one’s own.”

In today’s workplaces, empathy is no longer a “soft” skill. It’s a strategic one. A manager who demonstrates empathy doesn’t just improve morale — they improve results. Teams with high empathy communicate more effectively, experience less turnover, and collaborate with greater trust.

The Centre for Creative Leadership (CCL) notes that empathy allows employees “to establish true, empathetic connections with one another that enhance relationships and performance.” When people feel seen and heard, they’re more open to ideas, feedback, and change.especially in a workplace shaped by hybrid teams, automation, and global stressors.

The Business Case for Empathy

The data tells a clear story: empathy pays off.

According to EY Canada, 90% of employees believe empathy is essential to well-being at work, yet more than half have left a job where they felt their employer didn’t care. HR Reporter found that 87% of Canadians say empathetic leadership directly improves their mental health and engagement. And research from HCAMag shows that organizations with empathetic cultures see not only happier teams but also stronger financial results — 88% higher efficiency, 87% higher creativity, and 83% better revenue outcomes.

Empathy builds psychological safety — the foundation of innovation and collaboration. It turns conflict into problem-solving and burnout into belonging. As workplaces become more hybrid, more digital, and more complex, empathy helps teams stay connected to one another and to purpose.

Empathy in Action: What It Looks Like at Work

Empathy shows up in everyday choices. It’s in the pause before replying to a frustrated customer, the follow-up question after a tense meeting, or the quiet support offered to a colleague who’s clearly having a rough day.

Picture this: a new team member is hesitant to speak up during meetings. Instead of assuming they have nothing to contribute, you notice their hesitation and create space for their input. Later, they bring forward a process improvement that benefits the entire department.

Or imagine a customer who vents about a billing issue. Instead of rushing to solve the technical glitch, you listen. You discover an accessibility barrier that had been turning away dozens of potential clients.

These aren’t grand gestures; they’re micro-moments of empathy that lead to better business outcomes.

Why Empathy Defines the Future of Work

We’re entering an era where human skills are a competitive advantage.

As artificial intelligence and automation handle more technical tasks, empathy — along with creativity and adaptability — becomes the skill that separates good organizations from great ones. Machines can process data, but they can’t build trust or inspire people.

In a hybrid and high-stress world, empathy is the glue that keeps teams aligned and customers loyal. The Angus Reid Institute found that 70% of Canadians are worried about their mental or physical health and that empathy levels have dropped by 10% since 2020. In this environment, empathetic workplaces aren’t just nicer to work in — they’re essential for resilience and retention.

Empathy allows us to bridge cultural differences, navigate uncertainty, and lead with humanity in an age of constant change.

How to Strengthen Your Empathy Skills

Empathy isn’t an innate gift; it’s a practice. Like any muscle, it grows with intentional use.

Start by shifting perspective. When conflict arises, pause and ask yourself, “What might this situation feel like for the other person?” This question alone changes how you listen and respond.

Listen to understand, not to reply. In a world of short attention spans, deep listening is rare — and powerful. Reflect back what you’ve heard before offering advice or opinions.

Next, validate emotions. You don’t have to agree with someone to acknowledge what they’re feeling. Statements like “I can see why that would be frustrating” or “It makes sense that you’re upset” create connection, not confrontation.

Finally, challenge your own assumptions. Seek out conversations with people who think differently, come from different backgrounds, or work in other departments. Diverse perspectives make empathy stronger and innovation richer.

Leaders can model empathy through small, consistent actions: check-ins that go beyond status updates, recognizing individual strengths, and giving feedback that balances candour with care.

And remember — empathy requires boundaries. Supporting others shouldn’t mean absorbing their emotions. Practicing self-care ensures your empathy remains a renewable resource, not an exhausting one.

Common Myths About Empathy

Many professionals still see empathy as soft or sentimental, but that misunderstanding limits growth.

Empathy isn’t weakness — it’s a sign of self-awareness and strength. It doesn’t mean agreeing with everyone or avoiding hard conversations; it means having those conversations with respect and curiosity. It’s not about removing accountability but about making accountability more effective because it’s grounded in trust.

The truth is, empathy makes teams faster, not slower — fewer misunderstandings, smoother collaboration, and clearer direction. As HBR recently noted, “Empathy is a leadership accelerator, not a distraction.”

Conclusion

Empathy is no longer optional. It’s the foundation of leadership, collaboration, and trust — the skill that transforms teams from functional to exceptional.

In 2025 and beyond, the most successful workplaces won’t be those with the best tech stacks; they’ll be the ones that remember the people behind the data.

Empathy helps us listen more deeply, lead more thoughtfully, and build workplaces that

About Agilus Work Solutions

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If you or someone you know is struggling, support is available:

• Wellness Together Canada — free 24/7 mental health resources
• Canadian Mental Health Association — programs across Canada

Together, we can build more empathetic, connected workplaces where work — and people — truly thrive.