Dr. Alfreda Goods, Dr. Scott McCalla and Dr. Lisa Langford explore the implications of reducing employee turnover through durable skills of empathetic leadership

University of Phoenix College of Doctoral Studies has released a new white paper, “Empathetic Leadership: Transforming Workplaces with Compassion and Understanding,” authored by Alfreda Goods, DM, associate faculty and fellow, Center for Workforce Diversity and Inclusion Research (CWDIR), Scott McCalla, DM, staff faculty member and fellow, CWDIR, and Lisa Langford, DM, staff faculty and fellow, CWDIR.

The 2024 Career Optimism Index® study, conducted by University of Phoenix Career Institute® indicates that reducing employee turnover is a pressing issue for employers, revealing that more than half of all working Americans are actively seeking new job opportunities.

“Empathy stands out for the value it brings to both personal and professional relationships,” states Goods. “When leaders develop strong interpersonal relationships with others, especially followers, they can positively impact psychological safety and inclusion and have a positive impact reducing turnover in the workplace.”

The white paper explores existing research that supports the positive impact of empathetic leadership on workplace perceptions and turnover, defining acts and characteristics of empathy including emotional awareness, active listening, kindness, and validation, contributions to creating psychological safety and inclusion, the role of empathy and psychological safety in leadership, and explores empathetic leadership models.

“Empathy does not mean weakness when it comes to managing difficult conversations. It enables a leader to address significant concerns while acknowledging emotions. Empathy is a strength that enhances other leadership qualities, such as vision, decision-making, purpose, and accountability,” states McCalla.

The authors point out that diversity training can help create a culture of inclusivity with leaders supporting the value of diverse experiences directly and as advocates for building employee community through mechanisms such as employee resource groups (ERGs). “Promoting an open and varied culture by valuing and recognizing different points of view and backgrounds can help team members understand each other better,” shares Langford. “Empathy is not just a durable or soft skill, but a powerful tool in leading teams.”

Goods has over 15 years of corporate experience in banking and financial processing, supporting national and international clients on-site. She has instructed graduate and undergraduate Business Administration students for over 18 years. Goods earned her Doctor of Management in Organizational Leadership from University of Phoenix, a Master of Management from Bellevue University, and a Bachelor of Arts in Philosophy from the University of Houston. She served as the New York City Department of Youth and Community Development secretary for the District 12 Neighborhood Association Board. A U.S. Army veteran, Goods received the Proclamation of Honorable Adriano Espaillat, a Congress member of New York, for her military and community service. She recently launched her brand ANVOEL – A New Voice on Ethical Leadership – with the vision to highlight the importance of ethical leadership and support the concept that Diversity, Equity, Inclusion, and Belonging (DEIB) is the norm and not the exception.

McCalla serves as the Chief Strategy Officer for the International Pipe & Supply family of companies and is a staff faculty member and dissertation chair in the Doctor of Management (DM) and Doctor of Business Administration (DBA) programs at University of Phoenix College of Doctoral Studies. With nearly 30 years of professional experience, he is a seasoned consultant and speaker, specializing in business and motivational topics. McCalla earned his Doctorate in Management from University of Phoenix and holds both a Master’s and a bachelor’s degree in Leadership from Bellevue University. His research centers on workplace bullying, diversity, and inclusion, with several published papers and conference presentations. Additionally, McCalla has consulted on strategic change management for national organizations.

Langford has more than 15 years of higher education teaching experience. She served 21 years in the U.S. Navy and Naval Reserves and has worked as a senior project manager with the federal government. Langford earned her Doctor of Management (DM) at University of Phoenix, where she began her teaching career in 2006, and a Master of Science in Organization and Leadership from Pfeiffer University. Langford actively engages in volunteering and mentoring young adults, nurturing future leaders, and is a member of organizations including the American Association of University Women, the Fort Pierce Alumnae Chapter of Delta Sigma Theta, Inc., and the Treasure Coast (FL) Chapter of The Links, Incorporated, reflecting her deep-rooted commitment to community engagement and empowerment.

The full white paper is available at the University of Phoenix Career Institute^® webpage or as a direct link here.

About University of Phoenix

University of Phoenix innovates to help working adults enhance their careers and develop skills in a rapidly changing world. Flexible schedules, relevant courses, interactive learning, skills-mapped curriculum for our bachelor’s and master’s degree programs and a Career Services for Life® commitment help students more effectively pursue career and personal aspirations while balancing their busy lives. For more information, visit phoenix.edu.

About the College of Doctoral Studies

University of Phoenix’s College of Doctoral Studies focuses on today’s challenging business and organizational needs, from addressing critical social issues to developing solutions to accelerate community building and industry growth. The College’s research program puts students in the center of an effective ecosystem of experts, resources and tools to help prepare them to be a leader in their organization, industry and community. Through this program, students and researchers work with organizations to conduct research that can be applied in the workplace in real time.

About the Career Optimism Index®

The Career Optimism Index® study is one of the most comprehensive studies of Americans' personal career perceptions to date. The University of Phoenix Career Institute® conducts this research annually to provide insights on current workforce trends and to help identify solutions to support and advance American careers and create equity in the workplace. For the fourth annual study, fielded between December 5, 2023-January 2, 2024, surveyed more than 5,000 U.S. adults who either currently work or wish to be working on how they feel about their careers at this moment in time, including their concerns, their challenges, and the degree to which they are optimistic about their careers. The study was conducted among a nationally representative, sample of U.S. adults and includes additional analysis of the workforce in the top twenty DMA markets across the country to uncover geographic nuances. The study also explores insights from 501 U.S. employers to provide comparison between the workforce and those who hire, train, and retain them. Additionally, for the first time, a statistical modeling analysis was conducted to illustrate how employers and employees can benefit financially from investing in career optimism.

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