Why Empathy Matters: Building Trust (2)

by Pamela Coleman

August 2025

Leaders have two primary responsibilities: developing and executing their organization's strategy and shaping its culture—the head and the heart. To succeed in both areas, leaders must earn the trust of those they lead. However, an August 2025 US News and World Report publication highlights a significant lack of trust in leadership across all sectors, with widespread disappointment in leaders: over 85% in public service, 73% in healthcare, 72% in business, and 68% in education. These stats reveal a substantial gap between leaders and others.

How can leaders close these trust gaps?

Building trust is about connection, and human connection is most fueled by empathy. Empathy involves seeing things from others' perspectives; it’s the willingness to listen and understand unfamiliar points of view. Empathy and trust are closely linked, and leaders who listen to gain perspective show their readiness to act in ways that support those they lead. 

Several years ago, I was sitting in my office when an employee stopped by. It was an informal visit, and as we chatted, he mentioned how much he trusted me. In general, HR is not trusted, so I was pleased by the feedback. I asked, why do you trust me? He said, what matters to me matters to you.

I realized that he was equating trust with the action of empathy. This employee, who had a college degree in finance from a foreign university, was working in a production line job. He quickly advanced to a line lead on a complex piece of equipment. One day, he expressed his desire for more responsibility. I listened and mentioned it to other leaders, who also listened. When a production planning role became available, we immediately thought of him, and he jumped in. 

Empathy has gotten a bad rap lately, with public figures labeling it a weakness. Any path to better connection is a brave one; it leads to informed action. Leaders cannot effectively lead without understanding what matters to those they lead. 

What matters to me matters to you. Leaders rely on their teams to foster culture. For culture to matter to employees, leaders need to earn their trust. Empathy draws people into the sweet spot of connection—and trust builds.

Empathy is not a weakness; it is the courageous path to leading a multi-faceted and multi-talented group. Do employees know they matter? If so, bravo! If not, up your empathy game.