On World Kindness Day, Mark Doughty explores the profound impact of kindness in the world of work, and why it matters.
We can all recall a manager we liked and think of fondly. You may even be working with one right now, if so, be assured they are a keeper! Such managers have a profound impact, not just on your own job satisfaction but on your health and wellbeing too.
Why? Because when we think of ‘that manager,’ it’s unlikely that we remember them because of what they said in terms of their strategies or the direction they took or even their glossy presentations. We simply remember them for how they made us feel and for their kindness.
Kindness in leadership is a (underused) superpower. It can transform workplaces, drive success, and foster a positive culture where we can all thrive. In a world so focused on AI and profits, human connection is so often overlooked. Yet, kindness is the secret sauce. It can significantly impact individual, team, and organisational performance, and perhaps most importantly of all customer satisfaction, more so than any new product or marketing campaign.
This is because almost all businesses today are in the people business. Howard Schultz, founder and CEO of Starbucks said: “We are not in the coffee business serving people, but in the people business serving coffee.” Put simply people buy from people they trust. At the heart of trust is kindness.
By definition, kindness is described as a type of behaviour that is marked by acts of generosity, consideration, aiding with assistance, or concern for others, without expecting praise or reward in return. More importantly, kindness is deep and genuine. It’s about truly caring for others and acting with empathy and compassion, even when it’s not easy or convenient. Kindness involves doing the right thing, sometimes at a personal cost, because you genuinely want to help and support others.
Sometimes kindness is compared with being nice although there is a big difference.
We have all probably worked with a ‘nice’ manager or colleague in our career, but we don’t really trust them. This is because niceness is often more superficial. It’s more about being polite and agreeable, sometimes to avoid conflict or to be liked by others. In many ways niceness can be driven by a desire for approval, or more often an ulterior motive rather than a genuine act and or concern for someone’s wellbeing.
Perhaps most remarkably being kind is good for your health too. Acts of kindness trigger the release of dopamine and oxytocin, hormones that improve mood and foster a sense of being connected. Dopamine is a natural reward for being kind to others it gives you that ‘feel good factor’. Oxytocin strengthens social bonds, trust, and reduces stress which in turn can lower blood pressure, protect the heart, and boost the immune system. Research suggests it can even slow ageing and improve overall physical health.
I would suggest being kind every day is far more powerful than eating five fruits and vegetables a day!
Together, both chemicals improve our mood, wellbeing, health, and connectedness, so much so I would suggest being kind every day is far more powerful than eating five fruits and vegetables a day!
This is even more relevant when we consider that there is now significant research that points to the fact that a less-than-kind working environment has significant impact on employee engagement and customer service. The global research forum Gallup estimates in its latest State of the Global Workplace report that global employee engagement is at an all-time 11-year low at 23%. That means 77% of employees are not engaged at work. This includes 62% who are not engaged and 15% who are actively disengaged.
Furthermore, Gallup equate that disengaged employees cost their company about 18% of their annual salary. Other studies suggest the losses could be even as high as 34%. Whilst it’s hard to put an exact figure on the true costs, this overall notion plays to common sense. This is because a hostile working environment would naturally have reduced productivity, lower morale, higher staff turnover rates, and increased absenteeism.
This is evidenced in the annual cost of sickness-related benefits for working-aged people in the UK. According to government statistics, spending on working-age health-related benefits in the UK increased from £36 billion in 2019/20 to £48 billion in 2023/24, with projections indicating a rise to £63 billion by 2028/29.
Work related stress, depression or anxiety significantly contribute to this expenditure. According to the HSE, in 2022/23, approximately 875,000 workers reported such conditions, accounting for around 50% of all work-related ill health cases. According to AXA UK, work-related stress and burnout result in approximately 23.3 million sick days annually, costing the UK economy £28 billion each year.
These are staggering figures, and the projections highlight the growing challenge of managing health-related absences and the importance of effective workplace health strategies and stress. It’s clear that kind leadership and keeping employees engaged is not just good for individual health and morale, it is also good for UK PLC and the commercial bottom line.
Kind leadership is not a soft approach; it is a strategic and impactful way to lead. As the world of work continues to evolve, the importance of being kind as a leader will not only grow but it will become pivotal to a company’s success.
Overall, kindness in leadership is the bedrock of genuine strength. It’s about balancing empathy with authority, creating an environment where people feel valued and understood. A kind leader doesn’t just steer the ship; they inspire so that the Sunday night feeling is one of anticipation and excitement and not fear and dread.
Times are changing, those leaders who can truly embrace kindness as a core capability of their leadership persona will unlock the truly transformative power of simply just being kind. Kindness in leadership matters. It’s real and needed. We are after all human beings, not human doings.
Mark Doughty M. Ed, M.A. (main picture) is a Leadership & Talent Director. He has worked in several sectors from retailing to professional services and investment banking. Through consulting engagements, workshops, team building events, talks, and podcasts, Mark is now on a mission to create far more kindness in the world of work. He is also writing a book on Kindness in Leadership. ‘One Of Your 5-A-Day (and It’s Not Broccoli)’ will be published in September 2025.
