Empathy has always mattered in HR – but in today’s world of work, it’s becoming non-negotiable. For small businesses navigating change, uncertainty, and hybrid working, people-first leadership is no longer a nice-to-have – it’s essential for building trust, boosting wellbeing, and keeping great people.
So how can HR professionals help small business clients bring more empathy and emotional intelligence into their everyday practices?
Let’s look at what empathy in HR really means, why it matters to small teams, and some easy-to-implement ways consultants can help build more open, supportive workplaces.
Why empathy in HR matters to small businesses
In a small business, every relationship matters. One poor hire, one miscommunication, or one unsupported manager can have a much bigger impact than in a larger organisation.
Empathetic HR helps create workplaces where people feel safe, seen, and supported – and where culture isn’t left to chance.
Benefits of empathy-first HR for SMEs:
- Stronger communication and team dynamics
- Higher levels of trust, engagement and retention
- Faster resolution of conflict and people issues
- More inclusive and human hiring practices
- A culture that can flex with change and still thrive
HR consultants can play a key role here, by helping business owners build systems and behaviours that prioritise people – not just processes.
Putting empathy into hiring practices
Hiring with empathy doesn’t mean being soft – it means being thoughtful. It’s about making candidates feel respected, being aware of bias, and focusing on values and potential, not just experience.
Ways to bring empathy into small business recruitment:
- Simplify the process. Make applications easy and communication clear. Keep people informed at every stage.
- Offer flexibility early on. Let candidates know if remote or flexible options are available – it can broaden the talent pool and reduce anxiety.
- Remove unnecessary barriers. Do job descriptions really need a degree or specific years of experience? Challenge assumptions.
- Train interviewers in inclusive language and listening. A little awareness goes a long way – and helps candidates show their best selves.
- Give constructive feedback. Where possible, offer kind, specific insights to unsuccessful candidates – it reflects well on the brand and supports long-term relationships.
You don’t need a huge HR budget to do these things – just intention. Consultants can create hiring templates, checklists and guides that make empathetic hiring easy for SME clients to put into practice.
Supporting wellbeing with empathy, not just initiatives
Wellbeing support isn’t about offering yoga on Wednesdays – it’s about understanding what your people actually need, and showing up for them consistently.
Practical tips for wellbeing that work in small teams:
- Start with conversations. Encourage regular one-to-ones that go beyond workload – check in on how people are feeling, not just what they’re doing.
- Equip line managers. Many SME managers haven’t had formal people training. Help them spot signs of burnout or disengagement, and respond with care.
- Keep policies simple and human. Whether it’s sickness absence, flexible working or mental health support – policies should feel like they’re written for people, not about them.
- Be proactive, not reactive. Encourage business owners to spot patterns – like repeated late working, higher absence or low morale – and take early action.
- Signpost external support. Not every business can provide in-house wellbeing schemes, but knowing where to direct staff for extra help can make all the difference.
Empathy in HR isn’t about being a therapist – it’s about creating space for people to be human and designing support that fits around them.
Building open, supportive workplaces
Small business culture is often described as ‘like a family’ – but without clear boundaries and open communication, that can easily slip into something unhelpful.
Consultants can guide clients to build workplaces that are warm and supportive, but also professional and psychologically safe.
Here’s how:
- Encourage clarity. Help business owners set expectations around behaviours, communication, and feedback. People feel safer when the rules are clear and fair.
- Normalise feedback and learning. Make it okay to speak up, make mistakes, and grow. This builds trust and resilience across the team.
- Celebrate the positives. Small wins, team achievements, and effort should all be recognised. Create simple systems for giving thanks or sharing praise.
- Support inclusive practices. Challenge assumptions, ensure policies apply fairly to everyone, and create space for different perspectives.
- Make leadership human. Many small business leaders are still learning. Encourage vulnerability, curiosity, and active listening in how they lead their teams.
By helping clients build habits of empathy and inclusion, HR consultants don’t just solve problems – they help businesses become better places to work.
The consultant’s role in embedding empathy in HR
When you’re working with small business clients, embedding empathy isn’t just about writing policies or fixing problems – it’s about shaping behaviours and attitudes over time.
You might find yourself:
- Rewriting policies in more accessible, people-first language
- Coaching leaders on how to give and receive feedback with care
- Supporting a client through a sensitive employee issue
- Helping design a simple wellbeing programme that fits their team
- Advising on inclusive hiring or unconscious bias
At face2faceHR, we see this kind of work every day – it’s where consultants bring real impact, not just compliance. And we support our team with the tools and confidence to do it well.
Final thoughts
As work becomes more distributed and fast-moving, the emotional fabric of small businesses matters more than ever. Empathy isn’t soft – it’s strategic. And for HR consultants, it’s a key ingredient in building successful, sustainable workplaces.
Helping your clients create a culture that listens, cares, and adapts doesn’t need big systems – it just needs thoughtful HR. And that’s something every great consultant can offer.
At face2faceHR, we support our consultants with practical tools, inclusive policy templates, and expert guidance on embedding empathy into every aspect of small business HR.
Download our prospectus or get in touch to find out how we can support you in making a real difference.