Homeinsightsembracing empathy: the (he)art of effective management

embracing empathy: the (he)art of effective management

Itecor · July 02, 2024

Successful consulting and project management require more than technical expertise. Empathy and active listening foster a respectful culture of understanding and collaboration. These principles drive the transformative power of our services and ultimately allow us to deliver the highest value in our engagements.

With over 30 years of experience, Itecor has consistently advocated these approaches to meet business goals and enhance team dynamics and productivity. By integrating active listening and empathy into our leadership training and daily practices, we help managers and teams achieve superior results, ensuring that every project is handled with finesse and a deep understanding of both client needs and team capabilities. Join us in transforming IT consultancy into a platform for meaningful and effective collaboration.

understanding and active listening: a manager's first step

Imagine a scenario where team cohesion is put to the test. An engagement manager notices that one of his/her team members begins to arrive late and seems less attentive. Rather than immediately censuring him/her, the manager arranges a private, unhurried one-on-one conversation. Collecting the employee’s concerns, he/she discovers personal challenges are affecting the colleague’s performance, helping give a supportive response that tackles the employee’s needs while maintaining team productivity.

In another case, as a crucial project deadline approaches, an engagement manager notices increased stress among the team. Instead of issuing directives, he/she convenes a meeting to encourage team members to express their concerns. This dialogue reveals issues such as overwhelming workloads and unclear tasks. Reallocating resources and clarifying objectives effectively reduces the team’s anxiety and fosters a collaborative environment, contributing to successful, timely project completion.

Another example can be when an HR specialist identifies a pattern of stagnation in employee feedback surveys. To tackle this, he/she organises workshops where employees are urged to share their concerns. This uncovers specific needs for skill development and mentorship, leading to the creation of a tailored learning programme that aligns with both individual career goals and organisational objectives, promoting a culture of ongoing professional development and satisfaction.

transforming workplace culture with empathy

The above stories exemplify how empathy and active listening can significantly improve managerial effectiveness and team dynamics. These approaches resolve immediate issues and lay the groundwork for a positive and open workplace culture. They encourage creative problem-solving and instil a sense of belonging and value among team members.

By integrating empathy into everyday management practices, managers demonstrate that understanding and supporting team members is not just about improving workflow but building a foundation of trust and respect that elevates the entire team. This mindset fosters creative leadership and positive psychology.

Adopting these interpersonal strategies can lead to a more harmonious and effective workplace, where challenges are met with collaboration and understanding rather than tension and conflict.

how to “listen to understand” and not simply to respond in 4 steps


Engaging more deeply in conversations can reveal how simple and joyful communication can be when we practice active listening. This approach offers a pathway to more meaningful interactions.

More insights

why ethics boost performance


April 08, 2024

retrouvez itecor au congrès du management de projet 2024

governance & service managementworking@itecor

February 27, 2024

luca from our zurich office: from sicilian roots to swiss innovation


February 25, 2024

Contact us