The Undisputable Soft Skill That Delivers Hard ROI: Kindness
A culture rooted in kindness doesn’t make people soft - it makes them unstoppable. Here’s how leaders are using it to boost engagement, trust, and bottom-line results.
Let’s talk about kindness. No, not the type where you open the door for someone at a restaurant, although that’s a kind thing to do. I’m talking about kindness as an organizational value of some of the best workplace cultures on the planet.
And yet kindness, let’s face it, is a rare commodity in business. There are several reasons why kindness is in short supply. One is the relentless pursuit of profit itself. In the race to the bottom line, where quarterly reports and aggressive financial metrics dominate C-Suite discussions, the belief is that kindness wouldn’t cut it in the cutthroat business world - it’s too much of a luxury and, at times, a liability. In fact, you may be nodding your head in agreement. The focus on “cash is king” has overshadowed the importance of human connections, where kindness resides. In the end, as the Cuba Gooding Jr. character said in Jerry Maguire, “Show me the money!”
Another reason for the shortage of kindness is a lack of time. Everyone is so caught up in meetings, deadlines, and endless to-do lists that they scarcely have a moment to spare for a kind gesture. In this whirlwind of productivity, kindness is often forgotten.
But the real root cause of the shortage of kindness extends beyond the office. It includes the breakdown of social bonds, the widening political spectrum pushing people to extreme ideological views, racism, multiple wars, growing antisemitism, Islamophobia, transphobia, and a general unwillingness to care about others.
When empathy and compassion evolved in humanity, we lived in close-knit tribes and had meaningful connections with almost everyone we interacted with, which gave us ample reasons to care for one another. It was an inherent part of life. Now, we often feel isolated, stressed, and surrounded by hostility. Society is a hot mess, but we must continue to model empathic behavior where we spend so much of our awake hours, one leader at a time, one team at a time, one company at a time. It’s high time for the business world to be the “shining city on a hill” for the rest of the world to emulate.
Clarifying Kindness for Workplace Application
But first, let’s clarify kindness for workplace application. Too many of us have a formed picture of kindness as simply being a nice person. At first glance, “nice” and “kind” may seem synonymous. After all, an act of kindness is nice, and being nice can be seen as a form of kindness. But the real difference between someone being nice and someone being kind often boils down to the intention behind the action.
Being nice is doing something pleasant or agreeable; it’s that friendly pat on the back. We’re conditioned to be nice to each other by holding the door open for someone. Niceness is the polite thing to do, and we’re even lacking that these days!
But kindness is not just a surface-level action; it’s a conscious choice. Kindness is a deeper well. It’s about being selfless and showing your humanity, your generosity, and your goodwill. In one Biblical account found in the book of Corinthians, the Greek root word for kindness (chrēsteuomai) means to be “useful, serving, and gracious.” There’s intent behind each word; it involves taking tangible actions that show you care about others. Kindness comes with a moral compass, too. Being kind is just the right thing to do in the moment.
Since we are discussing kindness as a business and workplace benefit that brings with it tangible results, we need to back it up with evidence of its effectiveness.
What Researchers Found Boosts Kindness at Work
In the summer of 2017, an eight-year-old boy and his eleven-year-old brother were enjoying a swim at Panama City Beach, Florida. But suddenly, a fierce rip current surged, carrying them further into the Gulf of Mexico. Their frantic cries reached their mother on the shore, who wasted no time and bravely swam out to their aid. However, the unforgiving current was too strong for her as well. Even their 67-year-old grandmother, showing remarkable courage, joined the rescue mission but suffered a heart attack in the process. Despite the efforts of other strangers who came to the rescue, the current’s power was too much. Nine lives hung in the balance, with no lifeguards or emergency help in sight.
Yet, on that very shore, a young couple, Derek and Jessica Simmons, newly transplanted to Florida from Alabama, stepped up. They quickly rallied bystanders, urging them to link arms in a show of solidarity. “I come from a place where you help out your neighbor,” Derek Simmons later explained. This call to action resonated, and more than 80 people united to form a human chain that stretched out into the water. In a heart-pounding hour, these strangers worked together, passing each exhausted swimmer along the chain and bringing them back to safety, one by one, including the grandmother, who later recovered from her heart attack.
After the rescue, Simmons described what he experienced: “It was pretty amazing, all these different people, complete strangers who didn’t even know each other’s names, hugging and high-fiving.”
As you read this account, please check in with yourself. How did you feel? Did you notice that gentle swell in your chest or maybe a lump forming in your throat? Maybe a sense of openness, joy, or relief as you soaked in the inspiring story? If so, kindness has already impacted your very soul. What you may have experienced is what psychologists call “elevation.” It’s similar to awe or deep admiration and is triggered by witnessing someone demonstrate moral courage or perform a heroic act.
Elevation, however, is more than just getting the warm fuzzies from reading a feel-good story. It has a significant impact on our behavior when experienced in person. It sparks a strong urge to mirror the behavior we just witnessed, nudging us to be less self-centered and more helpful to those around us. When we see someone lend a hand at work, it inspires us to do the same, creating a chain reaction of kindness that inspires us to help others.
Research on elevation by Jonathan Haidt and colleagues found that when study participants witnessed acts of kindness and were later asked, “Did the feeling give you any inclination toward doing something?” the usual answer was a nod towards wanting to be more helpful and generous.
Elevation pops up at work in everyday places like factory floors, boardrooms, retail spaces, and corporate offices. In a 2010 study, insights were gathered from the workforce regarding their feelings towards their bosses. The study revealed that leaders who demonstrated fairness and a willingness to put the team’s interests before their own could spark a feeling of elevation in their followers. As a result, workers began to view their bosses in a positive light, leading to increased kindness and helpfulness towards colleagues and loyalty to the organization.
The plain reality is that watching a peer or co-worker help another causes you to want to reciprocate. Since most individuals inherently desire to be part of a community where people treat each other with kindness and respect (more on that in future posts), witnessing a boss or coworker perform a small act of kindness for another can rekindle our hope that such a world is possible, so you’re more likely to pay it forward.
In another notable study published in Academy of Management Review, when employees are friendly and personable, help each other out, and the working atmosphere is pleasant and not fear-based, employees not only provide better customer service on their own accord, without prompting, but they also develop better relationships at work. As a result, productivity levels go up.
As kindness spreads throughout the organization with co-workers helping each other out, a snowball effect takes place: The work atmosphere becomes more civil and less fear-based, and employees not only provide better customer service on their own accord, without prompting, but they also develop better relationships at work. Kindness begets kindness and spreads like wildfire. Imagine the possibilities of such a culture of work.
CEOs: Let’s Talk About Your Leadership Challenges
I’m opening up my calendar to take on three new executive clients in 2026 - leaders who are ready for real organizational transformation, not surface-level change.
But here’s the thing: I’m not for everyone. To experience an extraordinary coaching partnership with me, you need to have a deep belief that leadership is about people and relationships. You must understand that sustainable success stems from people-centered managers who empower, develop, and equip their teams to succeed.
If you’re not committed to making yourself and your people better along those principles - don’t book the call. The leaders who see the biggest results working with me are those who:
Want to grow as a leader and lead with purpose and authenticity.
Believe that a high-performing culture of shared values leads to great business outcomes.
Want to leverage their human capital to drive both the top and bottom lines.
If that sounds like you, I’d love to explore what’s possible together. Let’s make 2026 the year you transform how you lead and how your business performs.
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