An Interview With Cynthia Corsetti
Enhanced Reputation and Team Building: Empathetic leaders are like people magnets — they naturally attract others. Known for their understanding and supportive nature, they become the bosses everyone wants to work for. This positive reputation spreads quickly, drawing a crowd of eager individuals wanting to join a team where they feel valued and heard.
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 Shelisa Bainbridge.
With over 30 years in corporate leadership, Shelisa Bainbridge has become an influential figure in the realm of executive coaching. She believes deeply in transforming the workplace into a more enjoyable and fulfilling environment, seeing it as a crucial step in making the world a better place. As the CEO of Catapult Leadership Programs, headquartered in Toronto, Canada, Shelisa has dedicated her career to guiding leaders in realizing their potential to foster positive change.
Throughout her extensive career, Shelisa has witnessed firsthand the significant impact that skilled and empathetic leaders can have on their teams and entire organizations. She understands that these leaders can be powerful agents of change, creating ripples of positivity that resonate throughout their workplaces. However, she also recognizes that many leaders are unsure how to unlock this transformative energy. It’s here that Shelisa steps in, helping leaders at all levels become wave makers in their organizations.
Shelisa’s approach to coaching is deeply personalized, born from her own experiences in the corporate world and her commitment to nurturing sustainable leadership styles. Her methods are designed for the busy schedules of modern executives, offering flexibility and practicality. Shelisa focuses on leveraging each leader’s unique strengths and areas for growth, guiding them to not only achieve their professional objectives but also to contribute meaningfully to their team’s culture and the organization’s success.
A firm believer in the power of continuous personal and professional growth, Shelisa often shares her mantra: “True leadership thrives on charting unexplored paths and daring to ‘Go Off-Script’ , transforming the unconventional into extraordinary opportunities for growth and innovation.” This philosophy is the foundation of her work at Catapult Leadership Programs and is what makes her a sought-after coach for leaders striving to leave a lasting, positive mark in their professional journeys.
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?
Looking back over 25-year career in the corporate world, a few leaders really stood out in my memory. They were like rare gems — exceptionally good at making everyone feel important and valued. Imagine them walking through the office, smiling genuinely at everyone, showing the same kindness to the barista as they would to top executives. These folks have now climbed their way up to C-Suite roles, and their teams are incredibly lucky to have them.
Sure, I’ve gotten along well with most of my bosses and colleagues, but it was rare to find someone who could really connect on a deeper, more personal level. What I learned from these standout leaders changed everything for me. I began to emulate their approach, prioritizing real, heartfelt interactions and valuing everyone equally. This shift in my style wasn’t just minor; it revolutionized my approach to leadership.
This transformation inspired me to pass on these insights. I began mentoring other leaders, showing them how to bring this kind of exceptional, empathetic leadership into their teams. My mission is to help them create an environment where everyone feels acknowledged and motivated. This part of my journey, guiding others to lead with heart and empathy, has been one of the most fulfilling aspects of my career. It’s these genuine connections that truly make a leader stand out.
Can you share the most interesting story that happened to you since you started your career?
Several years ago, my family and I moved to a smaller city outside the city we’d lived in our whole lives. When we moved there, we found out that parts of the city had large populations of homelessness within it. And when we did a bit of digging, we realized that this city had the highest population of homelessness in the country. Curious about how this we thought we’d offer support to the city and spent over a year attending town hall meetings, having real talks with people with lived experience, and found others who also wanted to partner with us in making a difference.
But the entire endeavor was tougher than we thought. We faced a lot of the same problems we’d seen before in our corporate world — lots of silos in among the various groups, a great deal of bureaucracy, too many rules and complicated ways of doing things, and solutioning that didn’t really include the individuals who the solutions were meant to help. We kept trying, but being seen as corporate outsiders, it was hard to get involved as much as we wanted to.
Despite our efforts, we were seen as outsiders among the groups who were involved, and this often led to resistance rather than collaboration and co-creation. Yet, this experience was profoundly impactful. It underscored the vital importance of collaboration, empathy, and the need for inclusive approaches that truly consider and value the voices and experiences of those directly affected. As we move forward, we remain hopeful and ready to reengage with those in charge, armed with a richer understanding and a commitment to foster more open, collaborative efforts for the greater good.
What do you think makes your company stand out? Can you share a story?
Our company stands out because ultimately, we believe that transforming the workplace into a more enjoyable and fulfilling environment is key to making the world a better place. And this perspective permeates through every aspect of the work we do.
This core “why” has caused us to create a company and products that not only benefit the leaders and their teams but also contribute to a broader positive impact on society, as fulfilled individuals carry this positive energy into every aspect of their lives. We help them to create a ripple of progress and positivity throughout their organization.
Take this example: We’ve worked with quite a few leaders dealing with teams who are drowning in work. This overburdening often leads to everyone feeling run down, stressed, and sometimes it even leads to burnout. What’s often missed by leaders is that their teams might not have a clear grasp on why they’re doing what they’re doing. We’ve noticed that understanding their deeper “why” — their purpose — is closely linked to figuring out which tasks really matter. When we help these teams get a handle on their “why,” it becomes easier for them to sift through their workload, focusing on what truly aligns with their purpose. From a business perspective, this not only lightens their load but also sharpens their focus, which in turn boosts productivity, improves outcomes, and makes a bigger impact. From an individual perspective, it makes for happier and more connected teams — and this carries forward into other areas of their lives.
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?
A while back, when I was working in corporate, I stumbled on the Strengthsfinder test. I wanted to introduce it to my team to help them identify and express their strengths, but first, I figured I should give it a go myself. The top five strengths it revealed really resonated with me, and I feel they’re a big part of why I’ve been successful.
Aside from being an empath myself, I would say that the strengths of Developer, Positivity and Futuristic would be other differentiators.
As a Developer, I have a knack for seeing the untapped potential in people, viewing everyone as a work in progress filled with possibilities. My interactions are centered on challenging and nurturing growth in others, and I find joy and fulfillment in their slightest improvements or new skills. Over time, my genuine desire to help and encourage leads many to seek my guidance and support. I have a strong growth mindset, and this shows in the number of top performers I’ve had working for me over the years.
Positivity means I am generous with praise, quick to smile, and always searching for the positive in any situation. Some might call me lighthearted, while others envy my ever-full glass. My presence tends to brighten others’ lives, as my enthusiasm is infectious. Where some might see monotony or feel the weight of pressure, I often find ways to lift spirits, usually through humor. I bring excitement and vitality those I work with, celebrating every success.
Futuristic means I’m always thinking, “What if?” and looking ahead with fascination. My vivid visions of the future, whether it’s about bettering a product, team, life, or the world, inspire me and draw me forward. I’m a dreamer energized by these possibilities, especially when reality feels limiting. My ability to share these visions not only uplifts me but also inspires those around me. They look to me for a hopeful glimpse of the future, and I’ve learned to articulate these dreams vividly, bringing hope and excitement to others.
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.
I’ve always seen my role as a leader as more than just hitting targets and maintaining a strong team dynamic. To me, it’s also about looking out for my team members’ growth and future. Over the years, I’ve had the joy of working with some amazing folks, each bringing their unique strengths to the table, making us more than just a team — we were like a small family.
But here’s the thing about families — sometimes, you have to encourage your members to spread their wings. I remember noticing opportunities in our company, or sometimes even outside, where I knew one of my team members could really shine and grow. Sure, it was tough to think about our team without them. They were key players, and their moving on meant we had to readjust and adapt.
However, there’s this part of me that always believes in pushing for growth, even if it’s uncomfortable. So, I found myself having these honest conversations, nudging them to consider these new paths. Yes, it did shake things up for us temporarily each time someone left for a new role. But seeing them take on these challenges, growing in ways they couldn’t have in our team, that was incredibly rewarding.
These moments really shaped how I view leadership. It’s not just about the here and now; it’s about seeing the potential in your people and encouraging them to chase it, even if it means they’ll move on. It’s a bittersweet part of the job, but it’s also what makes it meaningful. Helping someone find their path, even if it diverges from your own, is one of the truest forms of leadership.
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?
Empathy in leadership feels like an energetic connection that you have with others. When you’re an empathetic leader, you’re actively practicing how to step into someone else’s shoes, seeing things from their perspective, and responding with compassion and understanding. This form of empathy in leadership goes beyond recognizing emotions; it involves actively listening, being fully present, and showing genuine concern for the well-being of those around you. And as a leader, this energetic connection shifts and reshapes with each individual you encounter.
Reaching this level of empathy doesn’t happen instantly. It begins with small, tactical intentional actions. Over time, these practices become second nature. Eventually you’ll find that your ability to connect with others extends far beyond the office walls, influencing most interactions throughout your day, enriching both your personal and professional experiences.
These days, empathy is more important than ever for leaders. The way we work has changed quite a bit, with most people’s personal and work lives blending together. That’s why, as a leader, I think it’s essential to fine-tune our empathy, kind of like adjusting a lens to get a clearer picture.
It’s not just about meeting business goals now; it’s about seeing the people behind the tasks. By being more attuned to how people are feeling, we can create a work environment that’s more supportive and understanding. This approach doesn’t just improve the culture in the workplace; it also helps everyone feel more connected and committed, making a big difference in how we all work together.
Can you share a personal experience where showing empathy as a leader significantly impacted a situation or relationship in your organization?
There was a time during a performance appraisal process at my job where a group of leaders, including myself, were evaluating employees. A discussion came up about the quieter individuals in the team. The majority seemed to place a lot of emphasis on the importance of being vocal in meetings. I remember feeling my heart pounding with frustration. I couldn’t hold back and voiced out that just because someone is quiet doesn’t mean they’re disengaged or uninterested. Often, they’re deeply processing things and can come up with ideas that are more impactful than those who speak without much thought. By standing up for these quieter individuals and empathizing with them, I managed to shift the perspective of the other leaders. They started recognizing the value of those who listen more and speak less.
How do empathetic leaders strike a balance between understanding their team’s feelings and making tough decisions that might not be universally popular?
Empathetic leadership involves striking a delicate balance between understanding your team’s emotions and making tough decisions that might not always be popular. It’s crucial to remember that empathy doesn’t mean bending to every wish or avoiding difficult choices. A significant part of demonstrating empathy lies in how you deliver these tough messages.
Communication, both verbal and non-verbal, is intricately linked to empathy. When a decision needs to be made that might not be widely accepted, the way a leader communicates the ‘why’ behind that decision is vital. It’s about sharing the rationale, acknowledging the impact on the team, and also discussing the greater good that the decision will bring. But it’s not just about what you say; how you say it matters just as much. Tone and body language are critical components of non-verbal communication, and they cannot be understated. They convey sincerity and understanding, which are key to ensuring your team doesn’t feel dismissed or overlooked.
By effectively communicating both verbally and non-verbally, empathetic leaders can make the difference between leaving their team feeling disregarded and helping them understand and feel supported through the change. It’s about guiding them with clarity, care, and genuine concern, ensuring they feel heard and valued, even in the face of tough decisions.
How would you differentiate between empathy and sympathy in leadership? Why is it important for leaders to distinguish between the two?
Differentiating between empathy and sympathy in leadership is crucial for effective management and team dynamics. Empathy involves putting yourself in someone else’s shoes, genuinely understanding their perspective and feelings. It’s about actively engaging with and sharing in someone else’s emotional experience. In leadership, this means not just recognizing what a team member is feeling but also connecting with those feelings in a way that informs your actions and responses.
Sympathy, on the other hand, involves a more detached sense of concern or sorrow for someone else’s situation. It’s a passive emotion where you acknowledge someone’s suffering without fully experiencing their feelings yourself. In a leadership context, this might manifest as offering comfort or condolences — a supportive gesture, but one that lacks the depth of understanding and shared emotional experience characteristic of empathy.
Why is this distinction important for leaders? Because empathy and sympathy lead to different actions and responses. Empathetic leaders are better equipped to understand the root causes of team members’ challenges and are more effective in offering meaningful support and solutions. They build stronger connections with their teams, fostering a more inclusive and supportive work environment.
Sympathetic leaders, while they may be well-intentioned, might miss the opportunity to truly connect with and empower their team members. They might offer surface-level solutions without addressing underlying issues, which can lead to a disconnect between leaders and their teams.
What are some practical strategies or exercises that leaders can employ to cultivate and enhance their empathetic skills?
There are so many small actions that leaders can weave into their daily routines to quickly enhance their empathy skills. Here are a few that I regularly recommend to clients:
- Reflective Journaling for Enhanced Empathy. This simple yet profound daily ritual involves leaders setting aside a portion of their day to put their thoughts on paper. It’s not just about documenting the day; it’s a deliberate act of self-reflection, focusing on daily interactions. Leaders ask themselves, “How did those encounters impact me in my leadership role? How did they resonate with others?” This practice becomes a journey of self-discovery, fostering a deeper understanding of the perspectives of those around us. It’s about strengthening connections and bridging any gaps that may exist.
- Changing the nature of one-on-one meetings. We are all familiar with the conventional nature of these meetings, but there’s a way to elevate them beyond ordinary “status update” sessions. Leaders can introduce one or two thought-provoking questions that infuse empathy into these interactions. I’ve created a long list of questions, categorized by theme, for my clients to use to get their empathy juices flowing. It’s not just about discussing work; it’s about connecting on a deeper level, and creating meaningful moments that go beyond business matters.
- Mastering Active Listening in Virtual Environments. Whether in the same room or on a video call, distractions are everywhere. One small tip I offer leaders is to get into the habit of silencing their phones and placing them face-down in meetings. For virtual meetings, I suggest they make a conscious effort to maintain direct eye contact with the camera, demonstrating unwavering presence. Leaders should, of course, also periodically glance at the expressions of others to gauge their emotions and responses. This commitment to being fully engaged creates an environment that fosters authentic, empathetic communication.
How can empathy help leaders navigate the complexities of leading diverse teams and ensure inclusivity?
I would not say that leading a diverse team is complex. It may feel complex only to those leaders who haven’t taken the time (or don’t know how) to understand and connect with their diverse team. Of the clients I’ve worked with, those who needed a bit of coaching to become more empathetic have seen many benefits.
Empathetic leaders show interest in their team members’ unique backgrounds, perspectives and experiences.
- When a team sees that their leader genuinely cares about understanding their perspective, trust deepens.
- In situations where there are conflicts, empathy helps leaders to go beneath the surface, to truly understand the feelings and motivations that are involved in different scenarios.
- Empathetic leaders understand how to create a culture of community within their teams, where everyone feels included, supported and valued.
- Empathy is contagious — when a leader demonstrates empathy and sets the tone, their team follows. This creates a positive chain reaction that results in greater connection throughout the team.
Ultimately, empathy transforms potential complexities into opportunities for deeper understanding and connection. Leaders who embrace empathy not only foster a culture of trust and support but also inspire their teams to emulate these qualities, leading to a more inclusive and harmonious work environment.
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 organization?
With succession planning, I emphasize the importance of it being a co-creative and inclusive process. It’s important to involve a small but diverse group of individuals in this planning, including those who are senior enough to have a broad perspective of the organization’s needs, but also representative of different levels and areas within the company.
Communication involves transparent dialogue, and the openness to feedback and suggestions. It usually involves regular meetings and workshops, which provide opportunities to communicate the rationale and benefits of the plan.
Based on your experience and research, can you please share “5 Ways Empathy Will Affect Your Leadership”?
1 . Greater Influence in Leadership: This kind of leadership makes everyone feel okay to be open and real, which really ties the team together. These leaders have a special way of getting people on board with new ideas, even the scary ones, because their team knows they’re in good hands. This kind of trust is like gold in the tricky world of running a business and making big changes.
2 . Improved Decision-Making: Imagine a workplace where everyone feels comfortable sharing their thoughts, even on the tough stuff — that’s the norm with empathetic leadership. This open dialogue gives leaders a comprehensive view, enabling them to make smarter, more fitting decisions for both their team and the business. It’s like having a 360-degree perspective in a world where many are limited to narrow viewpoints.
3 . Enhanced Reputation and Team Building: Empathetic leaders are like people magnets — they naturally attract others. Known for their understanding and supportive nature, they become the bosses everyone wants to work for. This positive reputation spreads quickly, drawing a crowd of eager individuals wanting to join a team where they feel valued and heard.
4 . Promotability: Empathetic leaders usually have a brand that precedes them. Many people want to work with them, and because of that, they are usually the top picks when it comes time for promotions. Their ability to connect with and lead teams effectively sets them apart and makes them highly promotable individuals.
5 . Enhanced Effectiveness in Collaboration: These leaders extend empathy to everyone, including their peers. This means they have stronger bonds with colleagues, which becomes a significant advantage when it’s time to collaborate and solve problems. These leaders find it easier to understand the perspective others, which makes it easier for them influence and persuade peers, making them more effective in achieving their goals and driving positive outcomes within the organization.
Are there potential pitfalls or challenges associated with being an empathetic leader? How can these be addressed?
Absolutely. There are a few, but here are two common challenges that I’ve observed.
- Empathetic leaders often find it challenging to communicate business decisions that they know will have a negative impact on others. Balancing empathy with objectivity can be uncomfortable, especially when leaders must make difficult choices.
- Empathetic leaders often face challenges in establishing clear boundaries. Their natural inclination to connect with their teams may lead to team members becoming overly comfortable, blurring the lines between a professional relationship and a more personal one (“the friendship line”). This can make it difficult for leaders to assertively say no or establish boundaries that are essential for maintaining effective leadership.
Off-topic, but I am 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?
When it comes to empathy in leadership and leading teams, if there’s anything that keeps me up, it’s the concern about delivering the right level of product and service quality to our clients. This means truly understanding our clients’ needs, empathizing with their challenges, and ensuring we meet their most critical requirements.
This concern influences my daily decision-making process by driving us to adopt a human-centered approach in developing our products and services. We actively engage with some of our clients in a co-creative process, testing our solutions with them and seeking broader feedback to ensure we empathize with them every step of the way.
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. 🙂
I love this question, because it comes right back to what we believe in our company: We believe that transforming the workplace into a more enjoyable and fulfilling environment is key to making the world a better place.
If I had the opportunity to lead a collaborative effort with CEOs from larger organizations, aimed at co-creating strategies to infuse more joy into work, that would be a dream come true. While this concept encompasses a lot, it would be an exciting undertaking with the potential to profoundly impact thousands of individuals. Considering the significant amount of time people dedicate to their work, enhancing their experience to make it both enjoyable and fulfilling could set off waves of positivity for many.
How can our readers further follow you online?
They can reach out to me through shelisab.com
They can find out more about our services at catapultprograms.com
They can connect with me on LinkedIn at https://www.linkedin.com/in/shelisabainbridge/
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.
Shelisa Bainbridge of Catapult Leadership Programs: 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.