A need for empathetic communications | Key takeaways from The Corporate Affairs Forum 2023
- Can corporations be empathetic?
- Where do we draw the line when displaying empathy?
- Is honest and transparent communications a pipe dream?
These were some of the insightful questions raised during the panel discussion organised by TriOn & Co on ‘Humanising Corporate Affairs: The Need For Empathetic Communications’ at The PRCA APAC Corporate Affairs Forum 2023. The panel featured Shruti Bose, Head of Communications and Public Affairs, Asia Pacific, Roche, Christopher Daguimol, Director – Corporate Communications, ZALORA Group and Charu Srivastava, Chief Strategy Officer at TriOn & Co and was moderated by Crystal Kung, Head of Communications, ASEAN, Cisco.
In the corporate world, empathy is often overlooked in pursuit of productivity and results. Leaders might fall into the trap of looking at communication programmes as a checkbox exercise and neglect its true purpose and intent. While it is not possible to address and understand the needs of the entire organisation, companies need to be nimble and reasonable to effectively retain and motivate employees. Some key takeaways from the discussion include,
In today’s complex world, with multiple moving pieces, authenticity is key. Genuine empathetic communications cannot be faked, and organisations should focus on creating spaces where individuals can share their thoughts and experiences authentically. – Crystal Kung
Empathy acts as an important moral compass and empathetic communications can be an important lever, especially during challenging times like the COVID-19 pandemic and periods of layoffs. The role of “CEO” as a “Chief Empathy Officer” is ever more important today. – Shruti Bose
Strong relationships are built on good communication. Understanding the audience and what resonates with them, whether internal or external stakeholders, is crucial for building meaningful connections. What is the intent of the message? What is the main thought and idea? Communications should be purposeful and meaningful. – Christopher Daguimol
There is a need for honesty, authenticity, and a clear intent in communications. Instead of “spinning” up stories, it is important to demonstrate the facts and transparency, and avoid falling into tokenism. Leaders must step up and lead by example, as genuine efforts play a significant role in fostering an empathetic culture today. Post-COVID, empathetic communications are vital for engaging multiple stakeholders. Ultimately, the best way to communicate is human-to-human and allowing employees to be their authentic selves, fostering connection, wellness and a healthy workplace. – Charu Srivastava
The panel sparked an engaging discussion on the importance of empathetic communication in a post-COVID world and it was wonderful to be able to partake along with industry peers!