How can empathy be the antidote to an overreliance on digital communication

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Digital communication platforms are ubiquitous in the modern workplace, with every organization opting for its own cocktail of tools to facilitate internal processes and project management. According to Grammarly’s 2024 State of Business Communication Report, professionals have seen increases in the frequency of communication (78%) and the variety of channels (73%) they use to communicate at work, noting that knowledge workers spend a staggering 88% of their workweek communicating across multiple channels.  

Understandably, these tools have become indispensable in managing cross-country collaboration. Hydro Online’s Founder & CEO, Raghav Reggie Jerath, shares that project management platforms like Monday and collaborative tools like Slack have streamlined operations across their global team to facilitate real-time project tracking and seamless communication while ensuring alignment towards their strategic goals. “By integrating these digital solutions thoughtfully, we empower our team to work cohesively, regardless of geographical boundaries, fostering a culture of innovation and efficiency,” he says. 

As remote and hybrid working environments become more normalized, technology also plays a key role in ensuring communication remains open, consistent, and ongoing. Monica Mathijs, Emotional Intelligence Coach and founder of Monica Mahi Consulting says leaders leverage tools like Microsoft Teams, Zoom, and Slack to facilitate connections and support work management by allowing everyone involved to view the status, progress, and management of risks and issues. One notable example of successful implementation is Toyota North America’s adoption of Microsoft Teams as their primary solution for collaboration, communication, conferencing, and chat. “This move resulted in immediate performance improvements, with metrics proving a significant jump in performance,” she says. 

Technology integration can further additionally support a company’s culture of flexibility, which can go a long way in attracting and retaining talent. Kareem Seddik, CEO & Founder at YallaPlay Games, shares that they embraced remote work well before the pandemic, with an ethos centred on autonomy. “I encourage the digital nomad movement, so we’ve designed our structure to allow flexibility.” As an organization, they have built custom tools integrated with platforms like Trello, Jira, and Slack to keep teams aligned while enabling them to work from anywhere, alongside analytics tools that foster a culture of transparency and continuous improvement.  

Avoiding the depersonalization of leadership due to digital tools

The merit of integrating these systems is undeniable. McKinsey research shows that well-connected teams can increase their productivity by 20-25% and that companies with effective communication strategies outperform their competitors by 3.5 times. 

Reliance on these digital tools, however, can have adverse effects. A study has noted that although information and communication technologies (ICT) promote productivity and communication possibilities at workplaces, they create adaptation demands not only for the person and the tasks performed but also for the physical and organizational context. The paper underlined that intensive use of ICT requires more work time and speed, enhances multi-tasking, and causes disturbances to working routines and overexposure to information, which may cause anxiety and frustration, potentially leading to burnout over time. The State of Business Communication Report also notes how the uptick in communication is leaving workers overwhelmed and, in some instances, overworked, with teams and hybrid workers reporting that they spend over 40 hours each week on communication alone.

In short, accessibility to these communication platforms can lead to overuse and overreliance, which can reduce the quality of communication. Hence, we need to inject empathy and active listening as the antidote. Practices such as establishing a “virtual open-door policy” ensure accessibility, and meeting facilitators slow down, pause, and encourage participation to ensure alignment and inclusion.

Mathij says setting ground rules, such as having everyone turn on their cameras, helps maintain a personal touch. “Leaders should pay attention to eye contact, the amount of time each person contributes, and what is left unsaid to adjust their approach accordingly,” she says, providing the following tips for collaborating with clients. 

• Use small talk to set the right tone.
• Notice facial expressions.
• Pay attention to the tone, volume, and timbre of the speaker’s voice.
• Monitor the group’s energy and ask questions to steer the conversation as needed.
• Practice authenticity, such as sharing personal challenges to create a human connection.

Seddik agrees that maintaining a personal connection is essential, especially in a remote-first environment: “We rely on video check-ins for meaningful discussions and celebrate individual achievements in unique ways. I want our employees to feel that their work matters. When someone is passionate about their role, they’re more likely to find purpose, which keeps the culture lively and prevents digital tools from feeling impersonal.” 

Jerath similarly highlights the importance of fostering a sense of human connection to avoid the depersonalization of leadership caused by digital tools. It’s about encouraging open communication and actively listening to team members’ concerns, he says, noting that digital tools should not be considered a substitute for personal interaction but as facilitators of meaningful engagement, ensuring that every team member feels valued and connected to the organization’s goals and culture.

Integrating technology and emotional intelligence

Evidently, these tools are only as good as the leaders who manage them. According to ZenHR, effective team communication increases employee retention by 4.5 times compared to workplaces without an effective communication strategy. Furthermore, 80% of employees are unlikely to look for a new job when they feel recognized, demonstrating the retention benefits of good communication.

This underlines the importance of leaders’ emotional intelligence, which is a critical foundation for good communication. According to Niagra Institute, out of 155,000 leaders, only 22% were found to have strong emotional intelligence, and employees with emotionally intelligent managers are four times less likely to leave their jobs. 

 “Leaders and employees can benefit from training and assessments to enhance their understanding of themselves and others,” says Mathijs, who highlights that emotional intelligence helps foster a supportive work environment in the digital space.

“Empathy, active listening, and personal engagement are crucial. Employees seek leaders who treat them as human beings and adopt a more coaching-oriented and empathetic leadership style. Leaders who connect, value, and support their employees build trust through psychological safety and empathy. Strong communication skills, particularly active listening, enable leaders to notice verbal and non-verbal cues, ask relevant questions, and truly understand their employees’ needs.

The value of regular touchpoints 

Empathy at the core of implementing digital communication tools will go a long way toward balancing technology and emotional intelligence, and there are many ways for companies to do this.

Jerath says they are integrating AI-driven tools into leadership practices for efficiency, alongside regular check-ins to maintain a personal connection. “This balance ensures that our technological advancements enhance rather than replace human interaction, promoting a culture where both innovation and emotional intelligence thrive,” he says.  For Seddik, achieving such balance means using digital tools to enhance their team’s autonomy and efficiency while fostering a sense of purpose. “We streamline workflows so our team can spend more time on creative, high-value tasks,” he says. “By making work about more than just output, we ensure that everyone sees how their role contributes to a shared purpose. We use pulse surveys to monitor team sentiment and follow up with personalized conversations. By blending technology with emotional intelligence, we build a culture where people can thrive and genuinely enjoy their work.”

Mathijs says empathetic leaders who value employee experiences can effectively leverage digital tools. Some innovative approaches include:

• Asking everyone to rate their day from 1 (low) to 5 (high) at the start and end of meetings to gauge feelings and follow up as necessary
• Organizing coffee catch-ups and virtual team-building activities to reinforce relationships and connections.
• Delivering online masterclasses or virtual lunch-and-learn sessions to share knowledge and build connections.
• Participating in fully online programs, like the neuroscience for business program with MIT Sloan, and enhancing learning through videos, notes, and discussion boards to foster community and connection. 

Mathijs says these practices enhance leader-employee relationships and overall team performance by bringing empathy into the digital context. 

Integrating technology with emotional insight is essential for effective communication across enterprises. Business leaders report benefits such as increased customer satisfaction (51%), enhanced brand reputation (45%), successful business deals (43%), and cost savings (33%). Employees also experience greater job satisfaction, confidence, and productivity, highlighting the lasting tangible and intangible advantages of empathy. In short, fostering empathy in communication isn’t just good practice—it’s smart business.