Skip to Main Content

Empathy training for frontline managers

Organizations should invest in enabling their frontline managers on how to approach the workplace with empathy. The personal lives of so many frontline workers within the industry have been impacted by the pandemic and its effects are likely to linger even after we resume some level of normalcy. An empathic leader who possesses a heightened level of awareness in regards to the impact of COVID on his/her employees will likely be more successful in making employees feel supported, resulting in more positive experiences for guests. 

Public (2)
You will need to login to post a comment
Chad Porter Feb 26, 2021

To extend on this, would be great to pull through in such a way that employees could submit acts of empathy that they witnessed or experienced. Imagine the power of going past promoting and to rewarding amazing behavior!

Reply 1

Geoffrey Ryskamp Feb 27, 2021

I've seen this work very well in organizations - the added benefit of empathy training for managers: Not only will managers learn ways to be more empathetic to the team, but modeling behaviors translates through to how organizations approach guests in an empathetic way as well. This is particularly important right now.

Reply 1