A client, an executive of a very large organization, recently shared something that hit home.

“Since COVID, productivity has hit an all time low. We’ve leaned into empathy, understanding and flexibility because it felt like the right thing to do. But now, we’re struggling to rally our employees to be motivated and proactive. It feels like we’ve gone too far and I don’t know how to bring accountability back without breaking trust.”

This is a real challenge many leaders are facing today. Post-pandemic, organizations prioritized employee well-being, flexibility and psychological safety, as they should have. But some are now feeling the effects of where too much accommodation has resulted in complacency, disengagement and a lack of ownership.

I want you to ask yourself, “Am I coddling my employees or empowering them?” If you don’t manage a team, ask yourself “Am I expecting my manager to coddle me or am I practicing self governance?”

Empathy and Accountability Are Not Opposites

Great leadership isn’t about choosing between compassion and expectations for your employee to meet the responsibility of their role. It’s about balancing both to create a culture where employees feel supported and challenged. Consider this:

• Over-empathizing can lead to complacency. When employees aren’t expected to push themselves, they become passive participants in their own growth.
• Accountability without empathy creates burnout. High expectations without consideration for personal challenges drive resentment, fear and disengagement.
• Empowered employees feel both supported and challenged. They know their leaders care about their well-being while also expecting them to rise to the occasion and perform.

When Empathy Should Lead

• Personal hardships and mental health challenges. Employees need grace and support when facing significant struggles. This is where leaders should lean in with compassion, resources and flexibility.
• Periods of rapid change. Whether navigating layoffs, restructuring or industry shifts, employees need a sense of stability and psychological safety before they can perform at their best.
• Building trust in leadership. If there’s a history of distrust, toxic leadership or lack of psychological safety, empathy must come first to create a foundation of trust before pushing for high performance.

When Challenge Must Lead

When employees are disengaged but capable. If employees have the knowledge and tools but do not deliver what they are responsible for, reinforcing accountability and self-governance is necessary.

When flexibility turns into avoidance. If employees are missing deadlines, avoiding challenges, not showing up for meetings or failing to take initiative, they need clear boundaries and higher expectations.

When innovation and problem-solving are needed. Organizations that over-accommodate and shield employees from discomfort stifle critical thinking, creativity and resilience. The best way to support employees is to push them out of their comfort zones with grace, confidence and motivation. Sometimes, knowing your manager sees your value and knows you can do it is all it takes to drive motivation. 

How to Strike the Right Balance

• Set clear expectations with compassion. Employees should understand that meeting responsibilities and well-being are not mutually exclusive. Proactively celebrate work-life balance, restoration and disconnecting from work after hours. 
• Lead with trust, not control. Micromanaging signals a lack of faith in your team. Instead, give employees the autonomy to rise to challenges and feel comfortable reaching out for help if they get stuck.
• Normalize discomfort as part of growth. The best leaders challenge employees to think critically, take risks and push past perceived limitations. It’s important to be collaborative with employees and align on growth goals.
• Check in, but don’t lower the bar. Instead of lowering expectations when employees struggle, help them develop strategies to meet them with offering more regular check-ins, training opportunities or introducing mentors or buddies to help support them. 

Let’s Build Empowered Teams

At Brij the Gap, we work with organizations to develop leaders who know how to balance empathy with accountability. Through career and leadership development programs, customized workshops, keynote speaking and the Thrive in Color book club, we equip leaders with the tools to motivate, challenge and support their teams effectively.

Are you ready to create a culture of empowerment? Let’s explore how we can support your leadership team and employees and rebuild resilient, motivated and productive teams.