An Interview With Cynthia Corsetti
Driving Employee Engagement and Retention: Understanding and addressing the needs and concerns of employees leads to higher job satisfaction.
Empathy, the ability to understand and share the feelings of another, is increasingly recognized as a pivotal leadership trait. Leaders who exhibit genuine empathy are better equipped to connect, inspire, and drive their teams towards success in an ever-evolving business landscape. But how exactly does empathy shape leadership dynamics? How can it be harnessed to foster stronger relationships, improved decision-making, and a more inclusive work environment? As part of this series, we had the pleasure of interviewing Anil Singh, KSA Country Leader at TASC Outsourcing.
Anil Singh is a staffing industry leader, innovator and driver of business growth, with strategic, customer and team central to thinking. With applied and proven expertise that is based on over 15 years of experience, Anil is currently working as a KSA Country Manager for TASC Outsourcing.
Thank you so much for joining us in this interview series. Before we dive into our discussion about empathy, our readers would love to “get to know you” a bit better. Can you share with us the backstory about what brought you to your specific career path?
Thank you so much for having me. I’d be delighted to share a bit about my journey. From the very beginning of my career, I’ve had the privilege of meeting and learning from some of the best minds in the industry. This exposure has been invaluable in expanding my knowledge and shaping my ability to provide relevant and practical solutions to various organizations.
One of the aspects I cherish most about my work is the opportunity to express ideas and offer solutions that can make a tangible difference. It’s incredibly fulfilling to see the positive impact of our efforts on the organizations we support, whether it’s through staffing, consulting, or other services.
I’ve always believed that thorough preparation is key. Going into each project well-prepared enhances my learning and ensures that the solutions we provide are of the highest quality and tailored to meet the unique needs of each industry we serve.
From day one, I’ve been passionate about this industry. It’s a field that aligns perfectly with my core values of respect, reliability, and delivering quality solutions. These values guide everything I do and have been fundamental in building long-lasting, trust-based relationships with our clients.
In essence, my career path has been driven by a love for continuous learning, a commitment to excellence, and a genuine desire to help organizations thrive.
Can you share the most interesting story that happened to you since you started your career?
One of the most exciting experiences in my career involved a project with the largest telecom company in the UAE, based in Dubai. They needed to hire highly specialized resources from two specific countries, which required an extensive research and mapping process.
To meet their needs, I travelled frequently, which allowed me to immerse myself in different cultures and learn directly from people in those regions. This broadened my cultural understanding and provided invaluable insights into the unique challenges and opportunities within those markets.
Completing this assignment was a significant achievement for us. It showcased our ability to deliver tailored solutions and adapt to new and complex requirements. The project was not just about filling positions; it was about understanding the nuances of the talent pool in different countries and aligning them with the specific needs of our clients.
This experience highlighted the importance of cultural diversity in business and the value of being adaptable and well-prepared. It was an enriching journey that offered both professional growth and a deeper appreciation for the rich tapestry of global cultures.
What do you think makes your company stand out? Can you share a story?
Our company truly stands out because of our unwavering customer obsession, our spirit of innovation, and our ability to deliver tailored solutions.
Five years ago, we embarked on a challenging but exciting journey to establish our operations in Saudi Arabia, a market not well understood by many companies and known for its complex regulations. Starting from scratch, we dedicated ourselves to in-depth research to understand the market, sectors, corporate culture, and existing gaps.
Our customer-focused approach meant we spent considerable time hiring the right people and immersing ourselves in industry needs. We also adopted digital channels early on to enhance our service delivery. This dedication allowed us to grow rapidly, and today, we are proud to be one of the top brands in the region.
Our journey began with offering CRO advisory services and HR operations outsourcing, providing unique solutions that were new to the Saudi market. Over time, we expanded into engineering consulting, management consulting, and pharma, each step demonstrating our innovative approach and commitment to excellence. Our ability to understand and meet the unique needs of our clients has been key to our success, setting us apart as a leader in the industry.
You are a successful business leader. Which three character traits do you think were most instrumental to your success? Can you please share a story or example for each?
Three character traits that have been instrumental to my success are being a people person, customer-oriented, and research-focused.
Firstly, as a people person, I firmly believe that “you are as good as your team.” I prioritize building solid relationships and fostering a collaborative environment. For example, when we undertook a major project with a defence company in Saudi Arabia, it required hiring over 300 defence technicians from two distant countries within a short deadline. This was a monumental task, but by leveraging the strengths of my team and maintaining open communication, we delivered on time, and it led to numerous other opportunities.
Secondly, being very customer-oriented is crucial. I live by the motto, “Never say no to a customer.” Ensuring we never let our customers down has helped build lasting trust and loyalty. The aforementioned defence project came through a referral, underscoring the importance of always meeting customer expectations and going the extra mile.
Lastly, being research-oriented ensures we are always prepared. I constantly emphasize the importance of thorough research to understand market needs and trends. Questioning the process and seeking innovative solutions is part of our culture. This meticulous approach was vital in successfully completing the defence project, reinforcing our reputation and attracting more business.
These traits have not only helped me succeed but have also driven the growth and success of our company.
Leadership often entails making difficult decisions or hard choices between two apparently good paths. Can you share a story with us about a hard decision or choice you had to make as a leader? I’m curious to understand how these challenges have shaped your leadership.
As a people person, I always found it difficult to say no to a client, which is not the best trait. I currently operate in the Saudi Arabia market, and throughout my experience, there have been different projects that have had various challenges to tackle. As we grew, we realized the importance of aligning customer requests with our long-term business goals.
One instance that stands out for me was declining a lucrative project that didn’t align with our strategic focus for the next few years. Convincing the team, excited about working with a prestigious client was challenging. Yet, this decision allowed us to maintain our niche expertise and offer informed advice to potential clients. It taught me that focusing on our strengths and saying no when necessary enhances our credibility and long-term success. This experience shaped my leadership by emphasising the value of strategic alignment and maintaining a clear business focus.
Let’s begin with a basic definition so that all of us are on the same page. How do you define empathy in a leadership context, and why do you believe it’s a vital trait for leaders to possess in today’s work environment?
In my opinion, empathy in leadership is the ability to understand and relate to the emotions, experiences, and motivations of others, irrespective of their current state of mind. It goes beyond kindness, involving a keen awareness of subtle cues that indicate someone’s well-being or challenges.
Empathy is crucial in our business within the HR and Consulting space, which predominantly revolves around people. It fosters a motivated and honest team environment, encouraging boldness and productivity. Empathetic leaders can navigate complexities, promote inclusivity, and build strong, resilient teams that drive organisational success in today’s dynamic work environment.
Can you share a personal experience where showing empathy as a leader significantly impacted a situation or relationship in your organization?
Early in my career as a manager, I encountered a team member in Mumbai who consistently displayed positivity but seemed to be struggling personally. Despite her dedicated efforts, her performance was affected by family issues. Instead of taking the easy route of dismissing her, I chose to offer support and guidance. This decision paid off remarkably; she not only overcame her challenges but also became one of our top performers.
This experience taught me the profound impact of empathy in fostering loyalty, resilience, and personal growth within the team. I’m still in touch with her, and I keep checking in on her progress from time-to-time I love to say that she’s still doing extremely well! It is essential to understand that through our interactions with people, we impact their lives in ways we may never realize, so it’s essential to always be kind and show empathy to people. We never know what path of life they’re on.
How do empathetic leaders strike a balance between understanding their team’s feelings and making tough decisions that might not be universally popular?
Differentiating between empathy and sympathy is key. Empathy involves understanding with a factual basis, incorporating data and collective insights. It requires a long-term perspective, ensuring decisions align with broader organisational goals. This approach allows empathetic leaders to make tough decisions objectively, even if they’re not universally popular.
Empathetic leaders maintain trust and credibility while navigating difficult choices by focusing on what’s best for the team and the organisation’s future rather than short-term reactions.
How would you differentiate between empathy and sympathy in leadership? Why is it important for leaders to distinguish between the two?
Empathy focuses on understanding and relating to others’ experiences, backed by data and insight into their needs. It involves proactive engagement and understanding, fostering trust and productivity. Sympathy, on the other hand, is emotional but lacks the depth of knowledge and may lead to decisions based solely on the present sentiment.
As a leader, I think it’s very important to distinguish between the two. Empathy drives informed decisions, enhances team cohesion and supports long-term organisational success. It ensures leaders consider both emotional and strategic aspects, maintaining a balanced approach that benefits the entire organisation. If people can’t differentiate between the two, it might cause negative repercussions from an organisational perspective.
What are some practical strategies or exercises that leaders can employ to cultivate and enhance their empathetic skills?
It is crucial to dedicate time to regularly engaging with team members. Whether through formal meetings or informal conversations, this practice builds rapport and enhances understanding of individual challenges and aspirations. Consistency and sincerity in these interactions foster trust and openness, which are essential for effective empathy.
Leaders should also prioritize active listening, seeking diverse perspectives, and integrating feedback into decision-making processes. These strategies not only cultivate empathy but also create a supportive, inclusive work environment where every team member feels valued and understood.
How can empathy help leaders navigate the complexities of leading diverse teams and ensure inclusivity?
Empathy enables leaders to understand each team member’s unique strengths, challenges, and aspirations. By recognising individual differences and motivations, empathetic leaders can tailor roles and responsibilities to align with both personal interests and organisational goals. This approach fosters inclusivity by ensuring every team member feels valued and empowered to contribute effectively.
Genuine empathy builds trust and strengthens team dynamics, enhancing collaboration and innovation within diverse teams. It promotes a culture where diversity is celebrated and leveraged as a strategic advantage, driving sustainable growth and success.
What’s your approach to ensuring that succession planning is a holistic process, and not just confined to the top layers of management? How do you communicate this philosophy through the organisation?
Succession planning should focus on identifying and developing leadership potential across all levels of the organisation, not just senior management. This approach ensures continuity, resilience, and talent retention at all levels.
At Tasc, we implement this philosophy through structured training and development programs that emphasize leadership skills and career progression opportunities. By promoting from within and providing challenging assignments, we nurture talent and prepare future leaders effectively. Communicating this philosophy involves aligning company values with succession planning goals reinforcing a culture of growth and opportunity for all team members.
Based on your experience and research, can you please share “5 Ways Empathy Will Affect Your Leadership”?
1. Fostering Stronger Relationships: Empathy allows leaders to build deeper, more meaningful relationships with their team members.
2. Enhancing Communication: Empathetic leaders are better communicators. They listen actively and are attuned to their team members’ nonverbal cues and emotions.
3. Driving Employee Engagement and Retention: Understanding and addressing the needs and concerns of employees leads to higher job satisfaction.
4. Improving Conflict Resolution: Empathy is essential in resolving conflicts. By understanding the different perspectives and emotions involved, leaders can mediate disputes more effectively and fairly.
5. Promoting Innovation and Creativity: Empathetic leaders create an environment where employees feel safe expressing their ideas and taking risks. When people know their leaders understand and support them, they are more likely to think creatively and innovate.
Are there potential pitfalls or challenges associated with being an empathetic leader? How can these be addressed?
Being an empathetic leader comes with challenges that primarily revolve around time management and maintaining a balance between personal interactions and professional responsibilities. The key challenge is allocating sufficient time to understand and support team members while ensuring that operational goals are met. This can be addressed by fostering a culture of empathy across the organisation, where empathy is not just a trait of leaders but a shared responsibility among all team members.
Training programs can help inculcate empathetic skills throughout the management hierarchy, easing the burden on individual leaders and promoting a more supportive and understanding work environment.
Off-topic, but I’m curious. As someone steering the ship, what thoughts or concerns often keep you awake at night? How do those thoughts influence your daily decision-making process?
I operate in Saudi Arabia, which is possibly one of the fastest-evolving markets globally. In my opinion, the pace of the country poses unique challenges, especially regarding regulatory changes and labour laws that impact our business solutions. The dynamic nature of these regulations can significantly influence our offerings and strategies.
What keeps me awake at night is the possibility of sudden regulatory shifts or resource changes that could disrupt our operations or necessitate rapid adjustments in our service offerings. These concerns drive my daily decision-making process, emphasising proactive monitoring of regulatory updates, agile adaptation strategies, and fostering a responsive organisational culture capable of swiftly addressing and leveraging regulatory changes to our advantage.
You are a person of great influence. If you could start a movement that would bring the most amount of good to the most amount of people, what would that be? You never know what your idea can trigger. 🙂
The core idea of the movement will be to create a platform where young individuals can connect with experienced professionals who can guide them, mentor them, and help them develop essential skills for their careers and personal growth. The movement can be called “EmpowerNext.”
Key Components of EmpowerNext:
- Mentorship Networks: Establish a network of mentors from various industries who are passionate about guiding the next generation.
- Skill Development Programs: Offer comprehensive skill development programs focusing on technical and soft skills. These programs would include workshops, online courses, and hands-on training in leadership, communication, problem-solving, and industry-specific skills.
- Inclusive Opportunities: Ensure that the movement is inclusive, providing opportunities for young people from diverse genders and backgrounds, including those from specially-abled communities.
- Career Placement and Internships: Partner with organizations to create internship and job placement opportunities for young individuals.
- Community Building: Foster a sense of community among participants, encouraging them to share their experiences, learn from one another, and support each other’s growth.
How can our readers further follow you online?
People can connect with me on my LinkedIn!
linkedin.com/in/anil-singh-4051714
Thank you for the time you spent sharing these fantastic insights. We wish you only continued success in your great work!
About the Interviewer: Cynthia Corsetti is an esteemed executive coach with over two decades in corporate leadership and 11 years in executive coaching. Author of the upcoming book, “Dark Drivers,” she guides high-performing professionals and Fortune 500 firms to recognize and manage underlying influences affecting their leadership. Beyond individual coaching, Cynthia offers a 6-month executive transition program and partners with organizations to nurture the next wave of leadership excellence.
Anil Singh Of TASC Outsourcing: 5 Ways Empathy Will Affect Your Leadership was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.