Empathy is one of those words we constantly hear bandied about. Yet, we so often use it without any real awareness or appreciation of what it actually means, how we can increase it and why it’s important.

Harold Hillman’s book EM-PA-THY – The Human Side of Leadership is a well-timed and useful overview of why empathy in the work context is a necessary aspect of organisational success, something that employees and employers alike can enhance via some simple yet effective tools.

Hillman sets out a strong case for why empathy is important. First, he argues that empathy is hard-wired in our evolutionary history. Reasons outlined in the chapter The Business Case for Empathy also include better business outcomes, higher staff retention (especially younger staff) and the ability to better attract talent. Empathy also assists communication and enhances performance. Hillman goes on to describe the different types of empathy: self-awareness, social awareness, self-management and relationship management, which are all explained in detail using useful and informative case studies.

The strength of this book, however, isn’t the clear analysis of why empathy is important. Making a case for empathy in the workplace is something that may have limited impact when taken in isolation – people who don’t value ‘soft skills’ like EQ and empathy are unlikely to seek out a book about why it’s important while those who already consider themselves empathetic leaders may not consider that such a book is for them either.

The strength of EM-PA-THY is in the ‘how’ that follows the ‘why’.

Summarising all Hillman’s tools in a short review wouldn’t do them justice. One worthy of mention, however, is what Hillman describes as “the four dimensions of presence.” These four dimensions, Hillman argues, “define what it means to be fully present” – an important aspect of both building and demonstrating empathy. The first dimension, here and now, is a helpful reminder to be in the moment, but does not tell us anything we do not already know. The other three build on that idea to introduce further aspects of being present and how they can make you more empathetic.

The second dimension is make space - making space for experiences devoid of clutter. This can be achieved by decluttering your mind, which, according to Hillman, includes the need to “confront the popular notion that multitasking is a skill that we want to build muscle around.” We’re told that not only can multitasking reduce productivity by as much as 40 per cent, in many cases it actually decreases productivity.

The third dimension is something that sits very firmly in the ‘easier said than done’ category - suspending judgment that might block empathy. Hillman is right to include it, though. When suspending judgement about a person or a situation, it is certainly much easier to empathise with others in a meaningful way. The fourth dimension is fostering genuine connection through respect, which can be achieved via good manners and collaboration.

Indeed, it is the second half of this book that sets it apart from others – advice and tools detailing how we can build what Hillman describes as “your empathy toolkit.” It’s this second half of the book that, I believe, makes EM-PA-THY well worth a read.

Reviewed by Lauren Keenan