Empathic Listening

1. Sensing: the listener’s ability to understand relational aspects of speech.
2. Processing: the cognitive aspect of listening; attending to, comprehending, receiving, and interpreting messages.
3. Responding: the ability to reflect on context, consider anything left unsaid, and provide respectful, non-judgmental feedback if asked.

Empathic listening is when the listener endeavors to understand the speaker’s comprehension of an experience. It’s the ability to combine active listening while sensing what emotions are being expressed, processing and reflecting those emotions, and responding with supportive, compassionate questioning.

There are differences between empathic listening and Active Listening. Active listening is when the listener focuses entirely on what the other person is saying, is attuned to their emotions, and shows their understanding. Empathic listening is an extension of active listening.

The HURIER Model of Listening is a great way to ensure positive active listening. Developed by Judi Brownell in the 1990s, HURIER stands for Hearing, Understanding, Remembering, Interpreting, Evaluating, and Responding. You can read more about it in our article The HURIER Model of Listening.

What Are the Benefits of Empathic Listening?

When we listen with empathy, we strengthen our relationships, build mutual trust, and earn respect. Empathic listening can also defuse emotionally tense situations when disputing parties struggle to communicate, or have low trust in each other.

However, there are many more benefits of empathic listening in workplace environments. When you encourage a culture of empathy and the practice of empathic listening in your team, the overall intelligence of the group increases, making collaboration easier and boosting productivity. [2]

Empathic listening can also boost organizational growth and improve reputations. When leaders create cultures of empathy, their organizations become more attractive to the best and brightest candidates. People want to work in places where they feel appreciated and heard.

How Does Empathic Listening Make You a Better Manager?

Empathy is a relatively new area of consideration for managers. However, employees care about it, which means any good manager should, too. In fact, recent findings revealed that younger employees from Gen Z rank empathy as their second most important trait in a leader. [3]

Even so, in 2024, only half of the employees surveyed in the Building Better Managers report said they were being managed by an empathic leader. [4]

Research shows that employees feel valued when their managers demonstrate empathy. By giving your team undivided attention through empathic listening, you show them respect. Subsequently, they’re more likely to remain calm during difficult conversations. [5]

What Are the Key Techniques of Empathic Listening?

Here are some strategies for listening to your team with empathy.

1. Show patience, trust and humility. Listen to the other person's words and give them your undivided attention. It’s crucial to show acceptance, though not necessarily agreement. You can do this by nodding or making acknowledgments, like "I understand" or "I see," But make sure this doesn’t come across as “uh-huh.” You genuinely need to be listening and engaging.

Showing humility, maintaining good – but not challenging – eye contact, and recognizing the speaker’s perspective reassures them that they are in a safe space to trust and be vulnerable. And where you've earned this trust, make sure you don't betray it.

2. Sense, process and mirror. Try to get a sense of the speaker's feelings and the emotional content of what they’re saying, as well as the literal meaning of their words. Think of yourself as a mirror. Repeat the speaker's thoughts and feelings back to them, or reframe statements as questions to give them a chance to elaborate. This will show them you understand their point of view.

3. Encourage, repeat and prompt. Encourage the speaker by interposing summary responses to demonstrate that you are listening. For example, "So you’re feeling undervalued,” or “You believe your talents would be used better in another position."

When they say something that requires additional input, repeat their statement as a question. For instance, rephrasing "I’m not happy in my current position" as "So you’re not happy in your current position?" could prompt the speaker to elaborate . Sometimes, though, you may need to prompt further, with “Why?” or “Why not?”

4. Observe, deduce and respond. Be mindful of what is not being said, too. What the speaker holds back is often as important as what they are saying. Apply social sensitivity to read between the lines.

Pay attention to the speaker’s  Body Language. For example, if they keep their head down, it could signal that they're holding something back or feeling uncomfortable.

If they ask for input, be honest, but try not to influence their thoughts or inhibit further discussion. Instead, ask open-ended questions which should lead to a more authentic outcome. If you need inspiration, look at some of our Questioning Techniques.

By earning the speaker's confidence, you’re allowing them to communicate more freely. In doing this, you create better outcomes for them, yourself, your team, and the organization as a whole.

Taking Notes

You need to give your undivided attention to an employee, period. But keeping an accurate record of an exchange or dispute is sometimes equally important.

To take effective notes while remaining an empathic listener, tell the person you’re talking to before the discussion starts that you’ll be taking notes. This should dispel any idea that you’re not paying due attention.

While listening, summarize any points of agreement and disagreement. Consider using a minute-taking app if it helps. Confirm what you’ve heard with the speaker to ensure you’ve summarized correctly.

For more note-taking help, see The Cornell Note-Taking System, Effective Note-Taking, and How to Paraphrase and Summarize Work.

Let's Act

Practice empathic listening in your next difficult work conversation. To do this:

• Focus entirely on the speaker.
• Reflect on their emotions.
• Respond with supportive, non-judgmental feedback.

By genuinely engaging, you’ll build trust and foster stronger, more meaningful connections with your team members.

Frequently Asked Questions About Empathic Listening

What is empathic listening?

It’s intentionally listening to immerse yourself fully in what another person is saying and experiencing.

Why is empathic listening important?

Empathic listening is integral to demonstrating empathy, an essential element of emotional intelligence.

Where do I start?

Active listening is key. Consider using the HURIER Model of Listening – Hearing, Understanding, Remembering, Interpreting, Evaluating, and Responding.

How do I remain engaged without getting caught up in the issue?

Keep your own emotions in check. Remember: understand first, evaluate later.