Human beats machine: Empathy remains the superpower of leadership
Human beats Machine: Empathy remains the Superpower of Leadership
January 7, 2025 – Automation changes everything: processes become faster, data more precise, and work more efficient. Sounds perfect, right? But who motivates the team when the pressure rises? Who holds the business together when "Colleague AI" takes over the routine? This is where the real leadership task comes into play: empathy and social intelligence. Because one thing remains clear: people follow people – not algorithms.
In cooperation with the University of Kempten and discussions with Prof. Dr. Markus Jüster and Prof. Dr. Claudia Strassburger from the IU International University, Frankfurt campus, we have intensely worked on this issue. The common conclusion: technology needs human enhancement. Or as Prof. Dr. Jüster puts it: "AI makes work easier, but the human remains the key to leadership and cohesion."
The Underrated Resource: Social and Emotional Intelligence
"Active listening, genuine understanding, and trust – this may sound trivial, but today it is often the biggest bottleneck," says Prof. Dr. Strassburger, who emphasizes in her research how social intelligence contributes to employee retention in the long term. While machines analyze data, it is the leaders who hold a team together with emotional intelligence.
Listening instead of drowning out is the motto here – and leaders must actively manage this balancing act.
An Example from Practice: The Tourism Industry
A topic we analyzed in discussions with the researchers is: the tourism industry. Here, digitization and humanity come directly together.
Booking forecasts: Automated and precise.
Chatbots: Handle inquiries faster and more targeted.
Leisure planning: Real-time recommendations based on weather and events.
But Prof. Dr. Jüster warns: "Those who rely solely on AI here miss the essentials: human contact. The difference is made when leaders motivate their teams and build trust." A hotel manager recently summarized it well: "AI takes away my routine, but it does not take away leadership. On the contrary – I can finally focus on the people."
From Threat to Opportunity: Leadership as a Compass
Prof. Dr. Strassburger adds: "Many employees initially perceive AI as a threat. Leaders must proactively show new opportunities here and reshape team dynamics."
A tip we have taken from our collaboration with the University of Kempten:
Create a clear list:
What tasks does AI take over?
Where are human strengths irreplaceable?
Because the key to acceptance lies in transparently communicating the advantages of automation and embodying humanity.
Conclusion: The Future Belongs to Empathetic Leaders
The intensive collaboration with the two researchers has proven: technology is a tool, not a replacement. The most successful leaders will be those who draw on their social skills: listening, building trust, showing appreciation.
In a world that is becoming increasingly digital, one thing remains unchanged: people need humanity.
Author: Barbara Liebermeister
About the author Barbara Liebermeister
Barbara Liebermeister is the founder and director of IFIDZ – Institute for Leadership Culture in the Digital Age. As a management consultant, coach, and speaker, she combines business experience with scientific depth and has coined the term Alpha Intelligence®, a concept that captures the essential skills of modern leaders.
With many years of experience in leadership positions and as a coach for top decision-makers, she has been supporting companies of all sizes on their way to contemporary leadership for over two decades – practical, strategic, and effective. Insights from her work have contributed to several books on the topics of self-leadership, networking, and leadership in the digital world.
Barbara Liebermeister is a lecturer at RWTH Aachen, Kempten University, and others, and also serves as a mentor at universities in Hesse. She studied business administration, holds a master's degree in neuroscience, and has completed training as a business, management, and sports mental coach.
Outstanding work: For her pioneering efforts, she was nominated for the #digitalfemaleleader Award in 2017. In 2018, the analysis tool LEADT developed by her institute, which measures digital leadership maturity, was awarded the prestigious Wolfgang Heilmann Prize at Learntec.