The Secret to Business Growth: Empathy Plus Accountability
Running a business isn’t just a job—it’s a craft you can master. In my 30 years of industry leadership, I’ve worked with thousands of business leaders, up close and personal. A true privilege.
One huge differentiator I’ve seen: whether leaders can balance forging close relationships with holding people accountable and providing clarity.
In other words: staying human and making the tough calls.
As your business grows, your success depends less on what you personally know—and more on what your people deliver.
Maybe you started as a brilliant individual contributor. But as you scale, your impact becomes increasingly indirect. Especially at the C-level, you lead through others.
And that brings us to empathy versus accountability.
Here’s what I’ve seen in the real world:
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Some leaders default to being always tough. They’re decisive and commanding, but often alienate people around them. Sometimes they succeed despite themselves—at least while their numbers hold up.
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Others are always nice and considerate. They avoid confrontation but lose effectiveness.
Both extremes fail over time.
Every business leader needs both muscles: empathy and accountability. One usually comes naturally; the other must be trained—like building strength in the gym. The more you practice, the better you get.
What do my most successful clients do differently?
They stay emotionally close to their people. They understand that success is a two-way street: their people want to work for them, and they depend on their people.
Yet they integrate a certain sharpness. They aren't always easy. They make difficult decisions that won’t please everyone. But because they’ve invested heavily in trust—the emotional bank account—they retain respect and loyalty, even when delivering tough news.
Only a rare few leaders do this naturally. For the rest of us, it takes conscious training. Is this rocket science? No. Is it easy to change your leadership habits? Definitely not.
So, where to start?
Look in the mirror.
Ask a few trusted colleagues for honest feedback.
Begin your training tomorrow.
Because the future of your leadership—and your business—depends on mastering both heart and spine.
Hard on the matter, soft on the people
Hope this inspires
Paul Donkers
Paul P.J. Donkers is a sought-after global business coach and management consultant. More about his work and projects can be found via www.tencompany.org and via www.ikigaicoachinginstitute.com
Paul and his partners work since decades with leaders to assist them create more value. If you want to have a confidential conversation, just reach out to us via This email address is being protected from spambots. You need JavaScript enabled to view it.
