An Interview With Cynthia Corsetti
Building Trust and Communication: Empathy enhances trust and communication within a team. When establishing CJ London, I emphasised a clear vision from the outset, ensuring that team members shared this vision. This transparent approach fostered trust and facilitated open communication, laying the foundation for a cohesive and united team.
Empathy, the ability to understand and share the feelings of another, is increasingly recognized as a pivotal leadership trait. In an ever-evolving business landscape, leaders who exhibit genuine empathy are better equipped to connect, inspire, and drive their teams towards success. 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 Claire Ross-Brown.
Claire Ross-Brown is an English actress, businesswoman, and philanthropist with extensive experience in both the entertainment industry and the business world. Launching her acting career at the age of 14, Claire quickly made a name for herself with appearances in popular English TV shows such as “EastEnders” and in feature films like “The Rainbow.” Her expertise also spans the financial sector, where for over 30 years she has been a pivotal figure, providing advice to industry leaders including Cashworks, Goldman Sachs, and Credit Suisse on talent management, corporate partnerships, and strategic deal-making.
In 2019, armed with a deep understanding of modern business and financial practices, Claire founded CJ London, a luxury fashion brand known for its exceptional yet accessible “Timeless Classics” collections. Centred around the iconic “little black dress,” CJ London is committed to sustainability, using eco-friendly materials and processes to cater to fashion enthusiasts globally.
Whether it’s through her career as an actress, her professional life as a finance expert, or as a business owner, Claire’s mission is to leave the earth knowing that she helped people live the lives that they want, fostering increased happiness, kindness, and love.
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 the most interesting story that happened to you since you started your career?
Early in my career, at the age of 18 and with limited formal education, I found myself unsure about my professional path. Recognizing my aptitude for understanding people’s needs and possessing a natural empathy beyond my years, I stumbled upon a recruitment officer position advertised by a local agency. Determined, I called the company to express my interest and offered to drop off my CV.
During the conversation, I was upfront about my age and lack of formal experience, aside from a part-time role at an exclusive women’s shop. Unfortunately, the response was a resounding “no,” as they deemed someone with my age and background, particularly without a degree, unsuitable for the role. Undeterred, I insisted on delivering my CV in person.
Upon arriving later that day, I unknowingly spoke to the CEO of the company, as the manager was at a funeral, and the office was understaffed due to illnesses. The phones were ringing off the hook, and without hesitation, I took a proactive step. I observed the workflow, sat at a desk, and began handling calls by mimicking the process I had witnessed earlier, ensuring messages were taken and promises of callbacks were made.
Little did I know, the woman I was assisting with the phones was the CEO herself. Impressed by my quick thinking and adaptability in a challenging situation, she promptly suggested that we have a conversation. That impromptu encounter led to my first job as a recruitment officer in training, swiftly evolving into the role of the youngest consultant ever hired after just one week.
Two years into my journey, I was headhunted by a prestigious banking city headhunting consultancy in London. There, I ventured into the world of client management, securing Goldman Sachs and Lehman Brothers as two of the company’s initial major clients, marking a significant milestone in my professional trajectory.
What do you think makes your company stand out? Can you share a story?
From the very start of CJ London, my vision was clear: I aimed to leave an indelible mark on the fashion industry. Our brand goes beyond merely creating aesthetically pleasing and convenient garments — our commitment extends to crafting a sustainable clothing line that seamlessly integrates with individuals’ existing wardrobes. Aware of the challenges of achieving 100% sustainability, we are honest about our efforts to maximise sustainability in every aspect of our operations.
One of the key aspects that sets CJ London apart is our unwavering dedication to fostering a team of not just skilled professionals but individuals who share my passion and kindness. Building a company culture where each team member cares about our mission as much as I do has been pivotal.
Moreover, at CJ London, we aspire to enhance the customer experience beyond the surface. It’s not just about looking beautiful on the outside; we strive to make our customers feel beautiful from within. Our approach to fashion is holistic, considering both the wearer’s satisfaction and our responsibility to the environment. In essence, our distinctive blend of sustainability, genuine care, and a commitment to inner and outer beauty sets CJ London apart in the competitive landscape of the fashion world.
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?
Reflecting on my journey as a successful business leader, three character traits stand out as instrumental to my achievements:
Determination: I possess an unwavering determination to pursue and achieve my goals. A notable example is when I relocated from London to Copenhagen, essentially starting my career afresh in a country where I initially didn’t speak the language. Despite the challenges, I visualised my success and decided to revive my acting career. Through perseverance and adapting to my limited language skills, I secured a significant role in a national Danish sitcom, portraying a character named “Claire.” The show went on to become the most-watched TV comedy in Danish history. This experience highlighted the power of determination and visualisation in overcoming obstacles.
Discipline and Work Ethics: A cornerstone of my success lies in being highly disciplined in my work and adhering to strong work ethics. Whether delivering on promises or spearheading major initiatives, I prioritise follow-through. For instance, when I conceptualised my clothing brand, CJ London, I committed to its launch. Within two months, I secured an investor and set the brand on a successful trajectory. This disciplined approach has been pivotal in executing my vision and meeting commitments promptly.
Empathetic Listening and Genuine Care: My ability to listen empathetically and genuinely care about people’s needs has been a catalyst in building meaningful connections and fostering successful collaborations. I prioritise understanding the wants and needs of those I work with. This goes beyond deal-making; it involves taking the time to comprehend the individual’s situation and ensuring that decisions align with their best interests. This approach has significantly expanded my network, as people trust my sincerity and often seek assistance. I firmly believe that genuine acts of kindness, even if just for a few minutes each day, can contribute to making the world a better place for everyone.
In essence, the combination of determination, discipline, and empathetic listening has been the driving force behind my accomplishments in various endeavours.
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.
Leadership often demands navigating complex decisions, especially when faced with unforeseen challenges. A significant test of my leadership skills occurred when I launched CJ London. The brand’s grand launch party was a tremendous success, but the celebration was short-lived as the sudden impact of Covid-19 prompted Denmark, my home country, to enforce a complete lockdown just a week later.
In the face of this unprecedented situation, I had to swiftly reassess and reshape the growth strategy for CJ London. The immediate task was to scale down operations, emphasising the most crucial areas for brand development, all while grappling with the constraints of an online workforce and limited exposure through social media campaigns due to the inability to conduct traditional fashion shoots.
Adaptability became a cornerstone of my leadership approach, responding to the dynamic changes in the country’s lockdown and reopening phases. Flexibility was crucial, allowing us to seize opportunities such as holding public showings when restrictions eased. Revisiting budgets became a necessity, prompting me to leverage my network at a deeper level. Engaging in conversations with fellow CEOs provided invaluable insights into their strategies, offering valuable lessons for steering CJ London through these challenging times.
One of the toughest decisions was to decline campaigns that had been meticulously planned before the onset of the pandemic. However, this decision allowed us to explore alternative approaches and maintain the brand’s integrity. Throughout this process, I upheld the importance of leading by example and transparent communication with the team. I firmly believe that effective leadership involves aligning actions with words and communicating openly about the rationale behind strategic shifts.
Balancing transparency and empathy, I found that, even though difficult decisions were met with initial discontent, the team ultimately respected and appreciated the honesty. This approach fostered compassion within the team, allowing them to understand the leadership perspective and contributing to a more cohesive and resilient work environment. In essence, effective communication remains the linchpin of successful leadership in navigating challenging circumstances.
Ok, thank you for that. Let’s now jump to the primary focus of our interview. 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?
Yes, absolutely — In a leadership context, empathy is the ability to make decisions that benefit the company while also considering the emotions, perspectives, and experiences of the team. It involves ensuring that employees feel valued, understood, and empowered, fostering an environment where their opinions genuinely matter. Maintaining an open-door policy is crucial to encouraging transparent communication.
I believe empathy is a vital trait for leaders in today’s work environment for several reasons. Firstly, it nurtures a workplace culture where individuals feel acknowledged and supported, contributing to increased job satisfaction and morale. When leaders prioritise understanding the needs and concerns of their team, it fosters a sense of belonging and loyalty.
Secondly, the modern business landscape is shifting away from a cutthroat mentality. Compassionate leadership, coupled with a commitment to innovation and staying on the cutting edge, has proven to be a winning combination. In today’s interconnected and collaborative work environment, leaders who demonstrate empathy are more likely to build strong, cohesive teams that adapt to challenges with resilience and creativity.
In essence, empathy is not just a moral imperative but a strategic advantage. Leaders who prioritise empathy create a positive work environment, promote employee well-being, and ultimately drive the success and sustainability of the company in an increasingly dynamic and interconnected business world.
Can you share a personal experience where showing empathy as a leader significantly impacted a situation or relationship in your organisation?
I encountered a situation that underscored the profound impact of empathy in leadership when one of my exceptional employees faced significant personal challenges, making her unable to work for a considerable period. Recognizing the importance of supporting her during this difficult time, I extended understanding and assistance by connecting her with external resources to manage her personal issues effectively and really being there for her.
This experience resonated beyond the individual involved. The team, observing the collective effort to support a colleague in need, responded by tightening their bonds even further. There was a noticeable increase in collaboration and camaraderie as everyone rallied together to manage the additional workload seamlessly. More significantly, it deepened a sense of authentic team spirit, emphasising that, within our organisation, not only the work but also the well-being of each team member held genuine importance.
In essence, this episode reinforced the belief that empathy is not only about addressing individual needs but has a ripple effect, fostering a workplace culture where everyone feels valued, supported, and interconnected. It demonstrated that, as a leader, prioritising the personal welfare of team members contributes not only to the immediate resolution of challenges but also to the cultivation of a resilient and closely-knit team”.
How do empathetic leaders strike a balance between understanding their team’s feelings and making tough decisions that might not be universally popular?
Empathetic leaders adeptly navigate the delicate balance between understanding their team’s feelings and making tough decisions that may not garner universal popularity. The key lies in effectively communicating the rationale behind these decisions while maintaining a compassionate approach.
It’s crucial to emphasise that compassion and tough decision-making are not mutually exclusive; they can coexist. I believe in transparent communication, articulating why specific decisions must be taken in a manner that aligns with the organisation’s values and goals. When decisions are made with integrity and the reasoning is communicated clearly, team members are more likely to accept them, understanding the broader context.
Tough decisions should always be rooted in integrity, and I believe that being a leader, one can strike a balance that allows for understanding and acceptance among their team members, even in challenging circumstances”.
How would you differentiate between empathy and sympathy in leadership? Why is it important for leaders to distinguish between the two?
Distinguishing between empathy and sympathy in leadership is so important for fostering genuine connections within a team. Empathy involves not only recognizing but also personally understanding and experiencing the emotions of others from their perspective and having a deeper, more heartfelt connection with the emotions someone is experiencing.
In contrast, sympathy is more a recognition of another person’s feelings without necessarily sharing the emotional experience. It involves recognizing and expressing concern for what the person may be feeling without the same level of personal understanding.
I feel that leaders should prioritise empathy over sympathy because it allows for a greater depth of personal understanding and experience of another’s emotions. Leaders who prioritise empathy over sympathy create a more meaningful and empathetic workplace culture, ultimately strengthening team relationships and creating a much more positive work environment.
What are some practical strategies or exercises that leaders can employ to cultivate and enhance their empathetic skills?
I think that both cultivating and enhancing empathetic skills is a continual process for leaders. Here are some practical strategies and exercises that one could work with implementing:
Active Listening Workshops: These could be workshops that are focused on active listening techniques. Encourage leaders to listen without interruption, validate others’ feelings, and ask questions to demonstrate genuine interest in their colleagues’ perspectives.
Role Reversal Exercises: Organise role reversal activities where leaders temporarily switch roles with team members. This hands-on approach allows leaders to experience the challenges and emotions faced by their team, fostering a deeper understanding.
Regular Check-Ins: I believe that this is crucial with having regular one-on-one check-ins with team members. These informal conversations provide leaders with insights into the personal and professional aspects of their team’s lives, creating a more nuanced understanding of their individual experiences and emotions.
Empathy Training Programs: Introduce empathy-focused training programs or workshops. These programs can include scenario-based exercises, discussions on diverse perspectives, and case studies to enhance leaders’ ability to relate to the emotions and experiences of others.
Storytelling Sessions: I think it’s also important to encourage leaders to share personal stories that highlight their own challenges, vulnerabilities, and growth. This openness creates a culture of authenticity and prompts team members to feel more comfortable sharing their own experiences.
Mindfulness Practices: I am a big believer of the power of mindfulness for both our personal and professional, development and I think promoting mindfulness practices, such as meditation or reflective exercises have an amazing impact. These activities can help leaders become more attuned to their own emotions and, in turn, enhance their ability to empathise with others.
360-Degree Feedback: Implementing 360-degree feedback processes where leaders receive input from peers, subordinates, and superiors. This comprehensive feedback can highlight blind spots and areas for improvement in empathetic leadership.
How can empathy help leaders navigate the complexities of leading diverse teams and ensure inclusivity?
Empathy plays a crucial role in guiding leaders through the intricacies of leading diverse teams and promoting inclusivity. By openly creating awareness, empathy allows leaders to recognize the varying degrees of access available to team members. Inclusive leaders understand that personal and professional development looks different for every team member. This understanding forms a great foundation for creating an environment that accommodates and supports the unique needs and aspirations of every individual, contributing to a culture of genuine inclusivity.
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?
My own approach to ensuring this involves recognizing the value of talent at all the organisational levels. I believe that everyone’s role is critical and therefore succession planning shouldn’t just be confined solely to top-tier positions but should encompass every role critical to the organisation’s success.
To communicate this within my company or any I feel that one needs to prioritise transparency and inclusivity. I engage in open dialogue with team members, emphasising the importance of career development and growth opportunities for everyone. Regular communication at all levels is very important.
Succession planning initiatives are embedded in performance management discussions, highlighting individual career paths and the skills necessary for growing within the company. By integrating these principles into the organisational culture, I aim to instill a sense of shared responsibility for talent development and succession at every level of the company.
Based on your experience and research, can you please share “5 Ways Empathy Will Affect Your Leadership”?
Empathy profoundly influences leadership in several ways, and I consider it the most vital leadership skill. Drawing from my own experience in creating CJ London, here are five ways empathy affects leadership, each accompanied by a relevant example:
Building Trust and Communication: Empathy enhances trust and communication within a team. When establishing CJ London, I emphasised a clear vision from the outset, ensuring that team members shared this vision. This transparent approach fostered trust and facilitated open communication, laying the foundation for a cohesive and united team.
Fostering Loyalty Through Actions: Loyalty is a core value for me, and I believe in demonstrating it through actions rather than mere words. Regular one-on-one check-ins with employees, consistently delivered without delays, exemplify this commitment. These sessions provide invaluable feedback, creating and building a sense of loyalty that permeates throughout the company.
Encouraging Two-Way Communication: Empathy involves actively listening to employees’ ideas and encouraging healthy challenges and diverse perspectives. At CJ London, I prioritise two-way communication by regularly seeking input from team members. This collaborative approach not only brings fresh ideas to the table but also cultivates a culture of mutual respect and understanding.
Leading by Example: Empathy manifests in leading by example and consistently following through on commitments. In the process of building CJ London, I’ve found that setting the tone through my own actions establishes a culture where employees feel supported and motivated to emulate this commitment to excellence.
Customer Satisfaction and Recognition: Empathy extends beyond internal interactions to the external, customer-facing aspect. At CJ London, we prioritise customer happiness, understanding their needs and exceeding expectations. Recognizing and rewarding our team for achieving common goals, whether through positive feedback or acknowledging their contributions, reinforces the sense of value and satisfaction derived from our work.
Empathy truly is a cornerstone of effective leadership, influencing trust, communication, loyalty, and customer satisfaction. Through real-world examples at CJ London, I’ve witnessed firsthand how prioritising empathy results in a thriving and cohesive team and satisfied customers.
Are there potential pitfalls or challenges associated with being an empathetic leader? How can these be addressed?
While being an empathetic leader has its merits, there can be potential pitfalls or challenges, such as experiencing disappointment or feeling taken advantage of. However, I’ve learned that these challenges don’t alter my commitment to an empathetic leadership style. If someone takes advantage of my empathy, it reflects their values and integrity, and it may indicate a misalignment with the organisational culture or a need for a different approach to leadership. In such situations, addressing the issue involves reinforcing clear expectations and boundaries while remaining true to the core values that define my leadership style. This ensures that the team understands the importance of mutual respect and collaboration while still preserving the empathetic foundation of our work culture.
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?
The thoughts that often occupy my mind range from strategic concerns like securing additional financing, a current priority for our team, to the constant influx of new ideas. I’ve always been someone with a multitude of thoughts, particularly about innovative ways to grow the company and explore new avenues. My innate action-oriented nature contributes to a whirlwind of ideas that can keep me up at night. Striking a balance between my passion for work and the need for rest is a continuous effort for me. Sleep sometimes feels like a hindrance because I find immense joy in creating new ideas and witnessing how they can positively impact others. Despite the challenge of switching off, I’ve learned to manage this dynamic, ensuring that my thoughts and creativity enhance rather than hinder my daily decision-making process, but it is a constant work in progress 🙂
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. 🙂
If I could start a movement that would bring the most good to the most people, it would centre around empowering young people from challenging backgrounds. Drawing from my extensive experience working with children and adults from dysfunctional homes, and having served on the board of a charity dedicated to this cause for over 10 years, my passion lies in dispelling the limiting beliefs these individuals may hold about their potential.
The movement would focus on instilling the message that their perceived limitations are only in their minds and that they are capable of achieving anything they set their minds to. My life’s mission is to dedicate my efforts to spreading this empowering message, reaching as many young people as possible. By helping them understand the power of their choices and encouraging them to embrace positive decision-making, I want to be able guide them toward fulfilling lives and better futures and know that literally anything is possible.
I firmly believe that by being the catalyst for positive choices, one can make a significant difference in steering these young individuals onto a path of self-discovery and a life they maybe thought was never possible. This movement is fundamentally rooted in empathy and the power of empathy and how it can truly affect one’s life.
How can our readers further follow you online?
I’m quite active on Instagram, you can find me under the username @clairerossbrown. For professional connections and discussions, you can find me on LinkedIn under the name Claire Ross-Brown. I’m always happy to connect with new people. Please don’t hesitate to reach out on any of these platforms!
For those interested in fashion, I invite you to follow CJ London on Instagram, where you’ll find the latest trends around the “little black dress” and our “Timeless Classics”.
Thank you for the time you spent sharing these fantastic insights. We wish you only continued success in your great work!
Thank you, Cynthia, it has been a pleasure to explore empathy and leadership with you. I’m looking forward to connecting with your readers on socials and continuing the conversation on this important topic.
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.
Claire Ross-Brown of CJ London: 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.