The Empathy Gap in Higher Education: Why Empathetic Communication Is the Only Way to a More Inclusive Campus

Human interaction can occasionally get in the way of successful communication, which may be controversial coming from someone who built a platform for communication. As someone who has struggled with a terrible stutter for as long as I can remember, I can personally attest to this.

When I was younger, I discovered a technique to get around my communication barriers by putting restrictions on my expressions. I was able to speak a few of the terms I knew, but many others eluded me. I was able to order for myself in restaurants, but I was limited to the words I could say, not always what I really wanted. Even when it came to school, I remember choosing a college and a major because I could say them clearly.

Only after I joined college in the middle of the 1990s did significant change begin to take place. My group was among the first to have personal computers in our dorm rooms. I had a realization after spending countless hours exploring this brand-new technology area: the Internet allowed me to interact freely. This technical advancement allowed me to engage for the first time on my terms.

It became clear from seeing my fellow students on campus that they also faced unique obstacles that hampered their communication efforts. Some struggled with enrolling in classes because they weren't sure where to look for help. Others had trouble finding specific buildings and were embarrassed to ask for directions. Many students found it difficult to understand their financial aid packages or were reluctant to ask questions during lectures.

A solution to all of these problems came to me naturally: combining empathy and technology to magnify connections, empowering people and generating a stronger sense of community across the university.

I soon realized that everyone has experienced verbal stuttering or other situations where connecting and having effective communication are difficult. This insight has motivated me to put empathy first in all areas of my life, including work, home, and even the business world, where empathetic communication is now a crucial part of my daily routine.

The Importance of Empathetic Communication

From the time I was in college to the present, technology has advanced in a fantastic way. Notably, we've gone from having only a few million people use the Web each year to a startling 25 million people integrating AI products like ChatGPT into their daily lives. Despite these changes, one thing remains constant: the necessity of embracing empathy as the cornerstone of good communication and a prerequisite for creating sincere bonds within our social circles.

This idea is especially relevant in the changing environments of colleges and universities. Please understand that my goal is not to promote the total abolition of interpersonal communication, but rather to use communication technology to enhance and elevate these interactions. While the importance of educational technology (edtech) in the academic world cannot be denied, it is crucial to avoid accidentally alienating or marginalizing students with an increased technical focus.

An empathetic communication strategy bridges this gap.

Leaders and educators in higher education can build meaningful conversations, real connections, and healthier relationships between coworkers, students, and their families by incorporating empathy into communication methods. I've seen firsthand how effective communication may boost results within my own teams. But the question still stands: How can these two crucial elements be effortlessly combined?

The Process to Achieve Empathetic Communication in Higher Education

Leaders and instructors in higher education can adopt two simple tactics that will increase their impact in order to achieve the optimum balance between automation and human engagement.

Step 1: Always, always start from a place of empathy.

The bedrock of empathetic communication within higher education hinges on recognizing that most individuals possess a sincere aspiration to excel in their roles. By proactively dismantling barriers and posing poignant inquiries such as, "What does your experience entail here?" — go ahead and give it a try! — coupled with delivering candid, transparent feedback, an environment takes shape where staff members feel bolstered and empowered. This catalyzes a positive ripple effect, as leaders who extend empathy towards their teams and instill a sense of belonging in them will subsequently imbue prospective students, current students, and alumni with this ethos of empathy and communication.

Consider, for instance, the scenario where numerous students discontinue their education due to uncertainty regarding tuition payment. This quandary can be resolved by proactively engaging with students and offering forthright communication that preempts common inquiries before they even arise.

Step 2: Leverage empathy to lean into (not avoid!) discomfort.

Fundamentally, empathic communication helps students and stakeholders find their way through discomfort and onto personal growth routes. Honoring each person's unique journey and appreciating their desire to succeed often enables better assistance as they step outside of their comfort zones.

Keep in mind that everyone experiences unique struggles and uneasy moments that they work to overcome. In my own experience, my stammer frequently caused these situations, but for others, the underlying factor might be wholly different. Allocate time to comprehend and value the unique issues faced by your staff and kids if you want to communicate with genuine empathy. With this knowledge, you'll be in a better position to encourage them and offer assistance at a time when it will best suit their level of readiness.

Empathetic Communication’s Impact Is Timeless

It is crucial to emphasize the timeless value of empathy and human connection as colleges and universities investigate the numerous uses of quickly advancing campus technology. This is a lesson I internalized early on, and my team at Mongoose continues to use it on a regular basis.

Leaders in higher education can create an environment that is centered on empathy by putting these two crucial measures into practice. This will make the campus community more welcoming and supportive at all stages of the student journey. Ultimately, empathetic communication paves the way for harmonizing the potency of automation and human interaction. Communication is at the heart of connection, and empathy acts as a covert force multiplier to improve competence in both areas.