What makes compassionate leadership a game-changer?

Sarah-Jane Dale, Chief Operating Officer of Affina Organisation Development (AOD), part of the Skills for Care Group, explores the principles of compassionate leadership and how it can be developed and adopted to strengthen the culture and effectiveness of care organisations.

What is compassion? In essence it is a sensitivity towards suffering in self and others and most importantly, with a commitment to try to alleviate and prevent it. When applied to leadership, it means as leaders we create space to notice, to understand, and to support those we work with, demonstrating empathy, not just in words, but through our actions.

It’s true, isn’t it? We all want to feel valued and supported at work—because when we feel our best, we’re able to give our best. As leaders, we strive to create the same experience for the teams we guide. We want to nurture environments where people can thrive and reach their full potential.

Compassionate leadership plays a vital role in making this possible. It naturally aligns with the values of compassionate care and support. But in the reality of busy schedules and constant demands, showing compassion consistently can be challenging.

Many leaders, driven by good intentions, may step in to solve every problem, take on too much to prevent others from feeling overwhelmed, or even neglect their own wellbeing. Ironically, these actions—though well-meaning—can sometimes stand in the way of leading with true compassion.

But it’s not only leaders for whom compassionate leadership is important. In social care, leadership happens every day in countless moments: how a colleague supports a team member through a tough day, how someone listens without judgement, or how a care worker reassures a resident during a moment of anxiety. It’s about showing empathy, understanding others' perspectives, and helping in meaningful ways. These qualities are just as relevant on the frontline as they are in boardrooms.

At AOD, our approach is grounded in the research of Professor Michael West. In his book Compassionate Leadership, West identifies four key elements that define compassionate leadership: attending, understanding, empathising, and helping.

Attending is the practice of being fully present with others. It means noticing when someone is struggling and taking the time to understand what may be going on beneath the surface. In fast-paced care environments, it’s easy to miss signs of distress. But by choosing to pause, listen, and connect, we build trust and offer meaningful support.

Understanding involves deep, active listening and working together to make sense of challenges. Instead of assigning blame when things go wrong, it’s about fostering open dialogue and showing a genuine interest in what matters to others.

Empathising builds on this by not only recognising someone’s feelings but also striving to see things from their perspective. It’s about being emotionally attuned and responding with care— not by rushing to ‘fix’ the problem, but by standing alongside others in their experience.

Helping is where compassion moves into action. It means taking concrete steps to alleviate difficulties — whether that’s providing the right tools and training, adjusting workloads, or addressing systemic issues. It’s about making real, thoughtful changes that support people in doing their best work.

Research into compassion at work is growing, and the evidence is clear: compassionate leadership improves outcomes for people drawing on care and support and also protects the wellbeing of staff. It leads to higher engagement and satisfaction, greater retention and loyalty, and even improved financial performance.

The good news is that compassionate leadership can be cultivated, developed over time, and embedded within any organisation.

The Compassionate Leadership programme

To support those looking to learn and practice compassionate leadership, we deliver the AOD Compassionate Leadership programme, a hands-on learning experience for those in health, social care and integrated settings.

The programme is a live, interactive learning course designed to help leaders in health, social care, and integrated services build and lead compassionate workplaces. It explores how compassion can be learned and implemented to improve care quality, user satisfaction, and staff wellbeing.

Delivered through four half-day virtual workshops, the programme includes experience-based learning, discussions, and practical tools. Modules include:

1. The four elements of compassionate leadership – attending, understanding, empathising, and helping.
2. Compassionate team leadership – fostering psychological safety, belonging, and effective teamwork.
3. Leadership across systems – inclusive and collective leadership, diversity, and trust.
4. Self-compassion – self-care practices and techniques such as RAIN and compassionate conversations.

Each cohort includes up to 15 participants, who commit to applying what they learn between sessions to embed compassion into everyday leadership practice.

Find more inspiration for #EverydayLeadership on our campaign page.

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