There can sometimes be a perception that as a leader you have to choose between empathy and accountability—that you can either be the kind of leader who supports your people, or the one who drives results.
But what if that’s the wrong way to look at it?
Empathy and accountability aren’t opposites. They’re partners. And in today’s world of work, the best leaders know how to balance both.
Welcome to the new world of work
We’re living through a profound shift in what it means to lead. It’s no longer just about performance metrics and KPIs—though those still matter. It’s about showing up as a human first.
More and more, organisations are realising that leaders who prioritise mental health, personal responsibilities, and emotional intelligence are the ones who create thriving, resilient teams.
But here’s the catch.
According to Gartner Research, 85% of new people managers receive no formal training before stepping into leadership roles. That means many are trying to navigate this new leadership landscape without a map.
Empathy isn’t a weakness. It’s a superpower
Empathy gets a bad rap sometimes. People can mistake it for softness or indecision. But real empathy is a skill—one that builds trust, connection, and psychological safety.
Empathetic leaders:
- Listen actively and intuitively
- Take the time to understand different perspectives
- Avoid rushing to judgement
- Pay attention to nonverbal cues
- Check in on their own emotional responses and well-being
These are the behaviours that create loyalty, boost morale, and keep people engaged—especially during tough times.
But… can you have too much empathy?
Here’s where it gets tricky.
In the wake of the pandemic, many organisations embraced a more empathetic, flexible culture—and that was a good thing. But some leaders found themselves leaning so far into empathy that they lost sight of performance expectations.
Deadlines started slipping. Standards dropped. Burnout crept in—even for the managers themselves.
The takeaway? Empathy without accountability doesn’t work in the long run.
Accountability isn’t harsh. It’s empowering
Just like empathy, accountability is about connection—it’s just expressed differently.
When leaders hold people accountable, they:
- Define roles and set clear expectations
- Provide regular and transparent communication and follow up consistently
- Offer feedback that’s honest and respectful
- Focus on ownership and growth, not blame
- Promote a culture of learning
At its core, accountability is an expression of trust. It reflects a leader’s confidence in their team’s potential and their commitment to supporting growth.
It’s not about micromanagement or criticism—it’s about setting clear expectations and empowering individuals to rise to them. Accountability invites people to step forward, take ownership, and perform at their best.
Empathy and Accountability: The Leadership sweet spot
So, how do you get the balance right?
Interestingly, the core common behaviours of empathy and accountability are relatively simple but too often lacking in practice.
- Be present and engaged in all interactions
- Get good at providing feedback, even when it’s negative.
- Develop deeper self-awareness and embrace feedback from others
- Be an active listener – one of the most in demand skills at present
- Improve your nonverbal communication skills
- Be consistent and build trust
It’s not about choosing one over the other. It’s about applying those behaviours with intention, depending on what the moment calls for.
HR is leading the way
Today’s HR leaders are expected to do it all: think strategically, lead with empathy, and deliver measurable business outcomes.
It’s a big ask. But it’s also an opportunity to redefine what leadership really looks like in this new era.
Let’s stop choosing
Empathy and accountability aren’t rivals. They’re two sides of the same leadership coin.
As leaders, we don’t have to choose between being kind or being firm, supportive or high performing. We can be both—and our teams will be better for it.
The future of leadership lies in a more human-centred approach—one that recognises the complexity of individuals and the environments in which they operate.
Effective leaders will be those who can navigate this complexity with both emotional intelligence and strategic clarity, bringing empathy and accountability together to drive meaningful outcomes.
