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 — the Institute for Leadership Culture in the Digital Age. As a management consultant, coach, and keynote speaker, she combines business experience with scientific depth and coined the concept of Alpha Intelligence®, which captures the key capabilities modern leaders need. With many years of leadership experience and as a coach for top decision-makers, she has supported organizations of all sizes for more than two decades on their path toward contemporary leadership — practical, strategic, and effective. Insights from her work have informed several books on self-leadership, networking, and leadership in the digital world. Barbara Liebermeister teaches at RWTH Aachen University, Kempten University of Applied Sciences, and other institutions, and also mentors students at universities in Hesse. She studied economics, holds a master’s degree in neuroscience, and has completed training as a business, management, and sports mental coach. Recognized work: For her pioneering work, she was nominated for the #digitalfemaleleader Award in 2017. In 2018, LEADT, the analysis tool developed by her institute to measure digital leadership maturity, received the renowned Wolfgang Heilmann Award at Learntec.
