More employees are struggling emotionally at work, and leaders can’t afford to ignore it. Those who respond with awareness and empathy are building stronger, more resilient teams

CREDIT: This is an edited version of an article that originally appeared in Forbes

Crying at work is no longer rare. A growing number of employees report feeling overwhelmed, with many either having cried at work or come close. This is not just a personal issue. It is a signal that something deeper is happening inside organisations.

Employee wellbeing and performance are closely linked. When people feel disengaged or emotionally drained, it shows up in their work. Higher stress levels often lead to lower productivity, more conflict and increased turnover. For leaders, this makes emotional wellbeing a business priority, not a “nice to have.”

Why Traditional Responses Fall Short

Many workplaces still treat emotions as something to manage quietly or avoid altogether. In high-performance environments, the focus often stays on outputs, targets and measurable results, while emotional intelligence is overlooked.

This creates a gap. Employees may feel unsupported, while leaders miss an opportunity to strengthen trust and engagement. Over time, this disconnect can erode culture and performance.

The Shift Towards Wise Empathy

Research highlights a more effective approach: responding to emotions with what is often described as “wise empathy.”

Rather than immediately sharing their own feelings or trying to relate everything back to themselves, effective leaders focus first on understanding the other person. They respond with care, not comparison.

This approach has been linked to lower burnout among leaders, stronger relationships with teams and higher levels of engagement. It also creates a culture where people feel heard, rather than managed.

Emotional Intelligence as a Leadership Skill

Strong leaders do not ignore emotions. They manage them with intention.

This starts with awareness. Taking a moment to read the situation, rather than reacting instantly, allows leaders to respond in a way that supports both the individual and the wider team. It also requires regulating their own emotional response, especially in high-pressure situations.

Importantly, emotional intelligence is not a soft skill in the traditional sense. It directly influences how teams perform, collaborate and recover from setbacks.

Practical Ways Leaders Can Respond

Leaders can take simple, practical steps to handle emotions in the workplace more effectively:

• Pause before reacting
  Take a moment to assess what is really happening before responding. This prevents knee-jerk reactions that can escalate situations.
• Focus on the other person first
  Listen to understand, not to reply. Avoid immediately sharing your own experiences unless it genuinely helps.
• Acknowledge emotions clearly
  Simple statements like “I can see this is frustrating” validate the individual without overcomplicating the response.
• Use one-to-one conversations
  Create space for employees to speak openly. Regular check-ins make it easier to spot issues early.
• Balance care with direction
  Show empathy but also help the person move forward with clarity on next steps.
• Recognise positive emotions too
  Engagement is not just about solving problems. Celebrating progress and enthusiasm builds momentum.
• Reflect on your own patterns
  Consider how you typically respond under pressure. Adjust where needed to become more consistent and intentional.

Making Emotional Intelligence Part of the Culture

Organisations that perform well over time tend to treat emotional intelligence as a core leadership capability, not an optional extra.

When leaders consistently respond with awareness and care, it sets the tone for the entire business. Teams become more open, resilient and willing to engage fully in their work.

As workplace pressure continues to rise, the ability to handle emotions well will increasingly separate effective leaders from the rest.