Empathy at work is not a break from accountability.Leaders often treat empathy and business results as competing priorities, as if caring for people means lowering standards. In reality, the support employees receive during hard moments can influence whether they stay, contribute, and trust they place in their managers. So, how can organizations build more empathetic workplaces without losing sight of performance?In this episode of Straight to Voicemail, Rachel Elsts Downey hears from Liesel Mertes, Founder and Workplace Empathy Consultant at Handle with Care Consulting, about why empathy belongs at the center of modern leadership. Liesel shares what the data shows about empathy at work, why managers and teammates play such a critical role in the employee experience, and how simple practices can make support more consistent across an organization.You’ll learn:Why empathy and accountability are not oppositesHow empathy impacts retention and performanceWhat practical empathy looks like at workJump into the conversation:

The Question Leaders Keep Asking

Why Empathy Belongs in the Business Conversation

The Moments That Decide Whether Employees Stay

Empathy as a Human Advantage in an AI-Driven Workplace

Policies That Show Whether Care Is Real

The Manager and Teammate Gap

Start With Something, Not Silence

Build Follow-Up Into Your Calendar

The Stoplight Check-In for Stronger Team Awareness

The Empathy Avatars and Additional Resources