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Empathy within the workplace should be a constant concern for HR professionals. Recognizing that each individual you deal with has unique circumstances influencing their actions is essential to creating a supportive workplace.
A striking example of the need for empathy occurred in Ohio recently when Emily Russell, a Chipotle worker, fell victim to a violent attack. An enraged customer, Rosemary Hayne, upset that her order was reportedly made incorrectly, threw a hot bowl of food in her face, causing distress and prompting the worker to leave her job.
However, it's not the incident that holds a key lesson for HR; it's the outcome.
Last week, Hayne was found guilty of assault and faced a choice between jail time and a unique opportunity for empathy. Judge Timothy Gilligan presented the option to Hayne during her sentencing, asking if she wanted to "walk in [Russell's] shoes for two months and learn how people should treat people" instead of serving time behind bars.
Hayne chose the alternative, agreeing to work in a fast-food restaurant to reduce her 180-day sentence, with 90 days suspended.
Judge Gilligan explained his decision, stating he aimed to instill a sense of empathy in Hayne.
Emily Russell, the victim, expressed relief at the outcome, emphasizing that Hayne would now experience the challenges faced by workers trying to make an honest living.
This concept is fascinating, turning a punitive measure into a teachable moment. Some organizations embrace similar ideas, although not as punishment for reprehensible acts. The HR director of a coffee chain recently spoke at an HR Grapevine roundtable about the requirement for all members of their senior leadership team to spend one week per year working in a branch.
Only by doing this, they said, could the SLT member truly understand what working life was like for the people actually serving customers, fulfilling vital roles that made the business profitable. The hope, and the inevitable outcome of these experiences, was a totally unique perspective on how challenging the job was and what it took to succeed.
As such, each SLT member left that week with a revised sense of empathy that permeated their decision-making processes.
It's evident that empathy is considered vital in the workforce. EY data states that the majority (86%) of employees believe empathetic leadership boosts morale, while 87% say empathy is essential to fostering an inclusive environment.
In the case of the abused Chipotle worker, the judge's creative solution to sentencing will likely be a life-changing experience for an individual who did not display empathy for others. However, in our workplaces, it shouldn't take such an incident to learn what it's like to walk in someone else's shoes.
Perhaps this concept should be a standard among all senior leaders. Share your thoughts in the comments.
