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Empathy-Led Leadership: How the Pandemic Redefined the Future of Work

The pandemic revolutionized leadership, shifting from rigid command structures to empathetic, people-centric leadership. The LACE framework—Listening, Accountability, Collaboration, and Empathy—now defines successful leaders. Empathetic leadership isn’t just ethical; it drives innovation, retention, and performance. Future leaders must integrate work-life balance, embrace purpose, harness collective intelligence, and adapt empathetically to evolving needs.

This article was written by Simon Phillips and published in People Management.

The pandemic forced organisations and leaders to rethink not just how they worked, but how they led. As remote working became the norm and uncertainty dominated every decision, leadership styles had to evolve rapidly, in order to adapt and evolve. Today, a more human-centric approach is emerging—one where empathy, collaboration, and adaptability are key drivers of success.

A shift from command to connection

The traditional, hierarchical “command and control” leadership model is no longer fit for purpose. Leaders who relied solely on authority and directives struggled to maintain engagement, understanding and productivity in a remote and hybrid world. Instead, those who embraced a more inclusive, empathetic style thrived.

Listening, Accountability, Collaboration, and Empathy – what I call the LACE framework – have become essential leadership qualities. A chief executive of an NHS Trust recently shared with me: “I used to believe my role was to have all the answers. Now I understand it’s about creating the conditions where answers can emerge from anywhere.” This shift from individual expertise to collective intelligence is defining the new era of leadership.

The new leadership toolkit

Many of the capabilities that once propelled leaders to the top are no longer enough to sustain them there, or promote longevity. While strategic thinking and operational execution remain important, the real differentiators today are what might once have been dismissed as ‘soft skills’, or what I refer to as the ‘heart skills’:

Deep listening that signals respect and understanding
Emotional intelligence that fosters trust
Empathy that translates understanding into meaningful action
The ability to create psychological safety where innovation can thrive

One university leader, who I was working with put it succinctly: “I used to measure success by my research output. Now I measure it by how well I create environments where everyone’s expertise can flourish.” This shift reflects a broader trend – effective leadership today is about enabling others to succeed.

The business case for empathy

Far from being just a moral or ethical consideration, empathetic leadership delivers measurable business benefits. Research from Harvard Business Review shows that organisations with empathetic leaders outperform their competitors by 20 per cent. This is because leaders who truly understand their people understand that these aren’t just soft skills, they are drivers to success, and who can: