Empathic communication fosters trust, strengthens relationships and improves professional outcomes. If you want to connect with others more meaningfully in a professional setting, this guide will help.
You’ll discover what empathic communication means and why it matters. You’ll also learn practical strategies for communicating with empathy.
Key takeaways for empathic communication
Empathic communication involves actively listening to understand others’ feelings and unique perspectives.
It’s beneficial to effective communication in professional settings, helping you avoid misunderstandings, make strong decisions and build team relationships.
Take four steps to build your skills in empathic listening in the workplace.
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What is empathic communication?
Empathic communication is about understanding different perspectives and acknowledging other people’s feelings during interactions.
If you’ve ever wondered, “What is empathy in communication?”, think of it as recognizing and responding to another person’s feelings while staying mindful of your own.
Empathic communication combines several important skills to show genuine care in your customer interactions. These skills include:
Using clear, purposeful language
Listening actively
Having emotional awareness
Empathy is the cornerstone of effective communication in professional settings. It creates confidence, supports teamwork and strengthens relationships.
Empathic communication links closely to two core skills: emotional intelligence and self-awareness.
Note: Emotional awareness involves recognizing and understanding your emotions and those of others. Self-awareness is noticing your response to different situations and adapting your communication style for the best outcome.
Two types of empathy shape how we communicate:
Cognitive empathy involves understanding another person’s thoughts, perspective or reasoning. Cognitive empathy helps you grasp what someone is trying to achieve or explain, even if you don’t agree.
Emotional empathy involves appreciating how another person might be feeling in an interaction. Understanding a customer, colleague or patient’s emotions can help you build trust and rapport as the conversation unfolds.
In practice, effective empathic communication blends cognitive and emotional empathy. It’s about recognizing what the other person is thinking and feeling and responding with kindness and clarity.
Note: Empathic communication is sometimes called “empathetic communication”. You can use the phrases interchangeably. In this article, we’ll use “empathic communication”.
How communicating with empathy improves professional outcomes
Communicating with empathy influences three core business areas:
Sales results and customer relationships. When people feel seen and heard, they want to work with you. By helping you understand your customers and patients, empathic communication lays the foundation for lasting relationships, supporting customer retention, sales referrals and customer loyalty.
Internal well-being and culture. Treating employees with empathy can support their work-life balance and, in turn, their mental health. Team members feel able to share their concerns and ask for help. This sense of psychological safety can lead to faster problem-solving and higher levels of employee engagement.
Strategic decision-making. High-pressure interactions can benefit from empathic communication. Fostering compassion and clarity helps build mutual understanding in these high-stakes moments. As a result, you can reach well-informed decisions that improve long-term outcomes.
We’ve explored how empathic communication can shape relationships, performance and future success. Now let’s see what communicating with empathy looks like in professional settings.
Examples of empathic communication in action
Business settings offer countless opportunities to communicate with empathy, whether in person, over the phone or online. Here are some of the most common scenarios, along with some phrases to try in your interactions.
In conversations with customers or patients
Empathy is a powerful tool for uncovering needs, easing concerns and building a sense of partnership with customers or patients.
A sales rep could acknowledge a prospect’s frustration about price and highlight how a product would address their pain points. As a result, the prospect may feel more confident in moving to the next stage of the sales process.
A clinician could listen to a patient’s concerns and propose a care plan that reflects their perspective. By respecting the patient’s feelings, the clinician may encourage them to engage more in their treatment.
Helpful phrases might include:
“I understand this price feels higher than you expected. Let’s review what’s included so you can judge the value”.
“It sounds like we didn’t address your concerns last time. I want to make sure your perspective guides our next step”.
“From your point of view, what would make this consultation feel more useful today?”
With empathic communication, moments of doubt or frustration become opportunities to strengthen relationships.
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In team management settings
Empathy also plays a crucial role in managing people and supporting team performance.
It allows managers to deliver constructive feedback without hurting team morale. As a result, reps are more likely to remain motivated and committed to meeting their targets.
A leader could address tensions with colleagues by acknowledging shared challenges and suggesting collaborative solutions. As a result, the team may work together more effectively and maintain consistent customer service.
Helpful phrases might include:
“You’ve put in real effort. Let’s look at what worked and where we can adjust next week”.
“I hear there’s strain on the team right now. Let’s agree on one change we can try first”.
“It sounds like this situation is weighing on you. What support would help you show up at your best?”
When you approach tough management situations with empathy, you can strengthen relationships and keep teams engaged.
In leadership and C-suite settings
The importance of empathy extends to the highest levels of an organization.
A sales leader could show they understand each team’s strategic business goals when discussing budget priorities. Their peers may be more willing to compromise and align on the final allocation.
A clinician in a leadership role could connect a funding request to organizational values. Decision-makers may be more likely to approve the proposal as a result.
Helpful phrases might include:
“I understand this change feels risky. Let’s compare the benefits and tradeoffs before we decide”.
“It sounds like other priorities are pressing. How can we align this request with the strategy we set last quarter?”
“From the patient’s perspective, a small investment here could remove a big barrier to care”.
Now that we’ve seen what empathic communication looks like, let’s examine a practical framework for approaching it.
Empathic communication: a 4-step framework
While there are many ways to communicate with empathy, this four-step approach can help you stay consistent.
1. Listen with full attention | Fully focus and reflect to understand the different perspectives and build a connection. |
2. Validate the other person’s feelings | Acknowledge the other person’s emotions respectfully. |
3. Express empathy through words and tone | Use sincere language and a tone that aligns with the other person’s feelings. |
4. Respond with clarity and care | Balance empathy with realistic solutions; be transparent to strengthen patient and customer trust. |
These communication strategies work across customer and patient interactions, team discussions and leadership settings, both in person and online. Let’s examine each step of the framework in detail.
1. Listen with full attention
Giving someone your full attention paves the way for an open and honest conversation. It means focusing on what they’re saying, how they’re saying it and what they may be leaving unsaid.
Examples:
In small business sales, a salesperson hears a prospect say, “The tool is fine”, but they pause before “fine”. The sales rep follows up with, “It sounds like there might be something that’s not working as well as you’d like. What’s on your mind?”
In healthcare, a clinician hears a patient downplay their pain but notices them wince when they move their joint. The clinician says, “I noticed that movement seemed uncomfortable. Can you tell me more about where it hurts?”
Once you’ve listened fully, you can move on to validating the other person’s feelings to show you understand and respect their perspective.
2. Validate the other person’s feelings
Treating the other person as a human being is central to empathic communication. An important part of this is validation – acknowledging someone’s experience and emotions, even if you disagree with their point of view.
Validation involves showing that you understand the other person’s feelings and why they might feel that way. You can tie your response to their emotions, their perspective or areas of common ground.
Examples:
A project manager notices a team member feeling overwhelmed by deadlines and says, “It makes sense you’re feeling stressed with so many moving parts right now”.
A sales rep hears a prospect express concern about switching software and says, “I understand this is a big shift for your team after years on the same system”.
Once the other person feels understood, you can focus on expressing that empathy clearly in your words and tone.
3. Express empathy through words and tone
How you say something is just as important as what you say. Using both language and tone to reflect your understanding can help build trust and strengthen connections.
Choose words that show you’re listening and avoid language that could sound dismissive or rushed. For example, instead of saying, “You should just go with this product”, you could say, “Let me walk you through how this solution could meet your needs so you can make the best decision”.
Your tone of voice should match your message and be calm, measured and friendly. Non-verbal cues, like nodding or leaning in slightly, can help reinforce your words and tone.
Adjust your communication style to each person and situation. You might need to be formal in a board meeting or more relaxed in a conversation with a long-term colleague.
Examples:
While discussing a project, a manager notices a team member looking frustrated and says, in a warm tone, “It seems like this project has been challenging for you. I’d like to hear more about your experience”.
A sales rep notices a prospect’s hesitation during a demo and says, in a calm tone, “It seems like you might have some concerns about this feature. I’d like to understand those better”.
This email from the mental app Headspace demonstrates how a company can express empathy through its language and tone.
Although the primary purpose of the communication is to promote a webinar, the company takes the time to acknowledge how customers might feel when they open the email. As a result, readers feel heard, seen and valued and may be more likely to take action.
After expressing empathy through words and tone, the next step in the framework is to turn the understanding you’ve demonstrated into a constructive, clear response.
4. Respond with clarity and care
Empathy is most effective when paired with a clear plan or next step. Aim to balance compassion with problem-solving by offering realistic and achievable solutions.
To set clear expectations and prevent misunderstanding, be transparent about what you can and can’t do. Make it clear that you’ve listened and understood, and now you’re taking action that respects their needs.
Explain how the plan supports the other person’s goals. For example:
In sales communication, link the plan to the outcome the customer cares about most
In project management, connect it to meeting deadlines and keeping the team on track
In customer service management, link the plan to resolving the client’s issue efficiently while delivering a positive experience
In social media management, connect it to the other person’s concern and clearly explain the steps you’ll take to resolve their issue online
In healthcare, link the plan to the delivery of patient care or to creating a positive patient experience.
Examples:
A sales rep learns a prospect is worried about the onboarding process and says, “Our team can provide hands-on support during the first month, so your staff will feel confident quickly”.
After hearing that team members have concerns about workload, a team lead says, “Here’s how we can redistribute tasks to make the deadlines more manageable while still meeting our goals”.
Moving through these four steps can help you strengthen customer, colleague or patient relationships in every interaction.
How to develop your empathic communication skills
Communicating with empathy consistently takes intentional effort and practice. These tips will help you develop your skills over time.
Listen carefully and ask thoughtful questions
Listening and questioning are at the heart of empathic communication. By listening carefully and asking thoughtful questions, you can show you value the other person’s perspective.
Two main types of listening skills support empathic communication:
Active listening means focusing fully on the speaker. Avoid interrupting or preparing your response while they’re still talking.
Reflective listening involves repeating key points in your own words to show you understand.
Active and reflective listening both show the other person you’re genuinely engaged in the conversation. This reassurance makes them more likely to share important details, which helps you respond in a way that meets their needs.
Asking thoughtful questions encourages deeper sharing and helps you uncover the real issues or needs. Ask clarifying questions that demonstrate genuine care and interest.
For example, instead of saying “I know how you feel”, try “That sounds frustrating. Tell me more”. This approach shows you care without making assumptions about their experience.
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Pay attention to non-verbal cues
Non-verbal communication, like body language, often reveals far more than words alone. Noticing these signs provides another opportunity to show you care about the other person’s perspective.
Important non-verbal cues can differ depending on the nature of the interaction:
In face-to-face conversations | Look for changes in facial expression, posture, gestures or eye contact. |
In remote or virtual interactions | Notice tone of voice, pauses before speaking or shifts in facial expression on video. |
In written communication | Look for changes in tone, unusually short or abrupt responses or a lack of the usual warmth. |
Some of these cues may signal that the other person is unhappy, frustrated, worried or doubtful. Sometimes it’s enough to notice them and adjust your approach, such as slowing the pace of the conversation or giving the customer or patient more space to respond.
If you’re confident the cues indicate something is wrong, consider acknowledging this verbally. For example, you could say, “It sounds like this is a tough spot for you”.
Taking this step can help identify issues before they grow into problems. It can also strengthen trust by showing you’re not just paying attention to the other person’s words.
Validate emotions before solving problems
Jumping straight into solutions can make people feel overlooked. Exploring their perspective and validating their emotions builds the trust you need to move forward together.
Before offering solutions, name what you see and hear without judgment. For example, “It sounds like you’re disappointed” acknowledges feelings openly. Taking this step often helps people feel heard and respected.
With their feelings validated, the other person is more likely to be open to collaborating with you on problem-solving strategies for the rest of the discussion.
Note: Validating another person’s perspective doesn’t mean you agree with it. Validation means recognizing their perspective and emotions respectfully and compassionately.
Practice self-awareness
Self-awareness helps you use empathy more consistently. It means noticing how your words, tone and reactions affect others during and after a conversation.
After each interaction, take a few minutes to think about what happened:
Did you listen carefully or rush to fix the problem?
Did the other person feel understood?
Was there anything you said or did that might have been taken in a way you did not intend?
As you consider these questions, pay attention to your emotional “triggers”. These are situations or behaviors that make you more likely to react quickly or lose patience.
For example, if you feel annoyed when someone questions your expertise, you might respond abruptly or defensively. Noticing this pattern allows you to pause, take a breath and respond more constructively next time.
The more you understand your reactions, the easier it is to adjust in the moment. Being able to adapt can make your conversations more positive and help others see you as open, respectful and willing to adapt.
How Pipedrive supports empathic communication in professional settings
In any business setting, success often depends on communicating with empathy. Here’s how Pipedrive’s CRM can make a difference.
Helping sales teams communicate with customers
Pipedrive allows sales teams to infuse their business development activities with the human touch – a core component of empathic communication.
In Pipedrive’s sales CRM, salespeople can quickly access the customer data they need during a call or meeting. Instant data retrieval helps them respond in ways that reflect the customer’s unique context, providing a positive customer experience.
Reps can also use the Notes feature to share key details from a sales call with colleagues. This activity informs the team about customer preferences and pain points, allowing everyone to communicate empathically and close more deals.
Pipedrive’s integrated prospecting tools pull in useful data about customers, like job changes or leadership shifts, helping reps show empathy when approaching conversations with prospects.
For example, if a prospect has recently changed jobs, a rep can open with congratulations before discussing business needs. This approach demonstrates they see the other person as a human being, not just another prospect.
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Helping sales leaders coach reps and manage performance
Pipedrive offers features to help leaders take an empathic approach to managing sales teams and improving sales performance.
The software’s reports and insights functionality provides custom reports and dashboards highlighting where reps excel and where they may need extra support, like sales coaching. This data-driven approach empowers managers to model empathy as a core sales skill.
Pipedrive’s Teams and team goal-setting features make it simple for managers to set clear expectations and recognize progress, creating a supportive performance management culture in which reps feel valued.
Supporting healthcare workflow automation
Pipedrive’s healthcare workflow automation keeps small clinics organized, freeing more time for meaningful patient communication.
By automating lead capture, referral tracking and outreach, providers can respond promptly to new opportunities, maintain regular contact with partners and follow up consistently with patients.
Pipedrive in action: In Europe, Eye Hospital Denmark used Pipedrive’s custom automations to improve patient services and halve the number of appointment no-shows.
Meanwhile, Italian health tech company Serenis used Pipedrive to build a single recruitment pipeline, saving three hours a week.
Automation in healthcare can create more space for meaningful conversations, helping providers focus on understanding and supporting patients. By reducing admin work, clinics can invest more time in building trust and delivering care with empathy.
Disclaimer: In the US, handling protected health information requires HIPAA compliance. Pipedrive isn’t a healthcare CRM and is not HIPAA compliant. You shouldn’t put patient names, medical history or other sensitive data into the system.
Final thoughts
Communicating with empathy can lead to better outcomes in any professional setting. Empathic communication strengthens relationships with customers and patients. It also improves team collaboration and supports effective performance management.
A CRM like Pipedrive gives managers, reps and clinicians the context they need to communicate with both empathy and clarity. Start your free 14-day trial of Pipedrive today.
