Page 197 - Build a Culture of Employee Engagement with the Principles

168 Carrots and Sticks Don’t Work

integration project where different people, processes, software,
and so forth must be merged. Such projects always foster uncer-
tainty, which leads to fear. In such a psychological state, people
drag their heels, are less likely to cooperate, and, in some cases,
actively sabotage the integration. Empathic leaders understand
these feelings and take time up front to identify and address
employees’ concerns. They also make sure to overcommunicate
every step of the way. When leaders consider the impact of deci-
sions on people and act in considerate ways, transitions go much
more quickly and smoothly.

Story from the Trenches

Carlos was a hard-nosed, hardworking small business owner who
viewed any personal discussions as inappropriate and detracting
from productivity.
I explained the importance of empathy and its impact on
employee engagement and consequently his company’s profit-
ability. He responded, “Why should I care if someone’s dog died?”
I interviewed several of Carlos’s employees, and it will come as
no surprise that most disliked Carlos and did their best to avoid
him. My most memorable interview was with Lucy, the company
receptionist. She had been with the company only a short while,
and I asked her whether she liked working there. She became
emotional and said, “The owner walks past me every day and
doesn’t even acknowledge that I exist. The only time he talks to
me is when he wants me to do something. He thinks he’s so supe-
rior because he owns the company and has so much money. He
doesn’t care about me and, quite honestly, I don’t care about him