How to craft an authentic (and memorable) response
Instead of memorising a “perfect” answer, let’s take a story-driven approach - one that feels natural, not rehearsed.
1. Define empathy in a way that feels personal
Before answering, think about this:
Have you ever felt truly understood by someone?
When have you gone out of your way to support someone else?
Sure, empathy is about “being nice”, but it’s more about recognising what others are feeling and responding in a meaningful way.
Example: “To me, empathy means making a real effort to understand how someone else is feeling especially when their experience is different from my own. It’s about listening, being open-minded, and responding in a way that makes a difference.”
Tanya says this type of answer keeps it simple, personal, and thoughtful. No textbook definitions needed!
2. Tell a story that shows
A great answer includes a real-life example.
Think of a time you:
Helped a stressed-out colleague
Supported a frustrated customer
Noticed a teammate struggling and stepped in
Example: “In my last role, I worked with a colleague who was struggling with a heavy workload. I could tell they were feeling overwhelmed, so instead of just assuming they’d ask for help, I checked in. We reorganised some tasks together, and they later told me how much that small act of support helped. That experience reminded me that sometimes, even small moments of empathy can make a huge impact.”
This works because it’s genuine, relatable, and easy to visualise.
Frequently Asked Questions (FAQs)
How do you define empathy in your own words?
When asked to define empathy in your own words, reflect on moments when you truly understood and connected with someone else's feelings, or when someone showed that same understanding toward you. This is your chance to demonstrate genuine self-awareness and use personal experience to explain what empathy means to you.
Why is empathy important in the workplace?
Empathy builds trust, improves communication, and fosters a more inclusive and supportive work environment. When managers lead with empathy, they better understand their team's challenges, which leads to stronger collaboration, higher morale, and increased employee retention.
What is a good response to: “can you share an example of a time when you demonstrated empathy towards a colleague or customer?”
A good response to this question could sound something like:
"A colleague on my team was suddenly underperforming and missing deadlines, which was unusual for them. Rather than immediately raising it as a performance issue, I asked if everything was okay and gave them space to talk. They shared they were going through a personal issue at home. I listened without judgment and helped re-prioritise their workload while encouraging them to use our employee support resources. As a result, they felt supported rather than scrutinised, and within a few weeks, their performance returned to normal. It strengthened our working relationship and reinforced the importance of leading with empathy."
This is a strong response because it shows the ability to recognise changes in behaviour and respond with empathy rather than judgment. It also highlights a positive outcome, demonstrating both improved performance and strengthened trust through supportive leadership.
What is the difference between empathy and sympathy?
Whilst some regard the two as effectively interchangeable, sympathy often involves offering kind words or concern at a surface level. Empathy, on the other hand, entails understanding and sharing another person’s feelings and perspective.
How do you show empathy in high-stress situations?
High-stress situations can be the most vital time to show empathy because it builds trust, prevents misunderstandings, and helps people feel supported. Focus on staying calm, listening without judgement, acknowledging the other person’s feelings, and responding with genuine concern and support.
Why is empathy important for a leader/manager?
When leaders demonstrate empathy, they create cultivate a safe environment where employees feel understood and supported. This leads to higher engagement, better collaboration, and more effective conflict resolution. Empathetic leaders are able to motivate others, navigate change, and make thoughtful, people-first decisions.
