Empathy is often perceived as a soft skill in leadership, but as Kevin Brown, a seasoned IT leader with over 35 years of global experience, illustrates, it is anything but. In today's fast-paced, AI-driven world, leading with heart is a crucial differentiator. But what does it truly mean to lead with empathy, and how can coaching play a role in elevating leadership effectiveness?
Watch the Masterclass on Leading with Heart to gain deeper insights from Kevin Brown.
A Leadership Journey Built on Human Connection
Kevin’s career trajectory was unplanned, but one constant has been his ability to connect with people. From programming payroll software as a teenager to leading major IT transformations across multiple countries, his success has been rooted in his human-centric approach.
“I think it's about caring for people as people, not as 'human resources'. Listening is key,” he explains. “You have to take the time to stop and really look at someone when you ask, ‘How are you?’ and mean it.”
The Role of Empathy in Leadership
Empathy is often misunderstood as weakness, but Kevin argues that it is a strength that fosters trust and commitment. “You can be a strong leader and an empathetic leader. By understanding and supporting your team, you actually get more from them—not because they have to, but because they want to.”
Empathy is particularly vital in a hybrid work environment. While Kevin prefers in-office interactions for spontaneous conversations and team bonding, he recognises that flexibility is crucial. “People have lives outside of work—kids, travel costs, personal challenges. Being empathetic means understanding their realities rather than imposing your own.”
Join the Masterclass and explore real-world examples of empathetic leadership in action.
Balancing Empathy with Tough Decisions
Leadership is not just about being supportive; it also involves making difficult decisions. For Kevin, empathy ensures that even the hardest choices are handled with care.
“If we decide to outsource a team for valid business reasons, I make sure it's done in the most humane way possible. We provide support, coaching, and career transition resources so that it becomes a win-win situation.”
The Power of Coaching in Leadership
Beyond empathy, coaching has become an essential tool in Kevin’s leadership playbook. “I think more before I speak, I listen more actively, and I ask better questions,” he shares about his journey to becoming a certified coach.
Coaching is not about giving answers but enabling others to find their own solutions. A simple yet powerful coaching model Kevin uses is GROW:
- Goal – What do you want to achieve?
- Reality – Where are you now?
- Options – What can you do?
- Will/Way Forward – What will you commit to doing next?
Four Steps to Becoming a More Empathetic Leader![]()
- Be Present – Engage in face-to-face interactions whenever possible. In-person conversations reveal nuances that virtual meetings often miss.
- Listen Deeply – Go beyond hearing—listen actively and leave space for people to share beyond their initial thoughts.
- Check In Regularly – Keep track of personal and professional details to show genuine care.
- Encourage Openness – Use video calls to maintain visual connection, as body language often reveals more than words.
Maintaining Personal Wellbeing as a Leader
Leading with heart can be emotionally taxing, so maintaining personal wellbeing is essential. Kevin prioritises physical fitness, work-life boundaries, and mindful relaxation.
“Give me the strength to control the things I can, the serenity to accept what I can't, and the wisdom to know the difference,” he shares as a guiding principle. Whether it’s cycling to work, running with colleagues, or switching off from emails after hours, Kevin ensures that his resilience remains strong.
Leading with Heart in the AI Era
While AI is transforming workplaces, Kevin is adamant that it can never replace human empathy. “AI might detect emotion, but it won’t truly understand it. Leadership will always require genuine human connection.”
Incorporating empathy and coaching into leadership isn’t just beneficial—it’s essential for building strong, motivated, and engaged teams.
Watch the full Masterclass to unlock more actionable leadership strategies from Kevin Brown, a coach and leadership expert.
This blog is inspired by The CIO Circle masterclass "Leading with Heart: The Power of Empathy and Coaching in Leadership" featuring Kevin Brown.
By implementing these key strategies, CIOs can build a resilient IT infrastructure that supports business continuity, minimises risks, and drives operational efficiency. Invest in a robust IT infrastructure to ensure your organisation remains agile, competitive, and prepared for any disruptions that may arise.
Join The CIO Circle.com to connect with a community of CIOs focused on building resilient IT infrastructures for their organisations. Share experiences, learn from industry leaders, and collaborate on best practices to ensure business continuity and operational efficiency. Sign up now!
