Why Empathy in Layoffs Isn’t Just Kindness — It’s Smart Business
By Alexia Georghiou
As artificial intelligence and automation continue to reshape the economy, layoffs have become an unsettling new normal. Across industries, companies face tough decisions to reduce headcount in order to stay competitive, adapt to new technologies, and survive economic disruptions. But how organizations handle these layoffs can be the difference between short-term survival and long-term decline.
When Airbnb’s co-founder and CEO Brian Chesky announced a painful 25% workforce reduction in 2020, he did so with a level of transparency, empathy, and accountability that set a new standard. His letter was not just a message — it was a leadership lesson for every executive navigating this era of rapid change.
Why does this matter?
Layoffs don’t just affect the individuals losing their jobs — they ripple across the entire organization, impacting morale, trust, and productivity. Research from the Society for Human Resource Management (SHRM) underscores that empathetic, transparent communication during layoffs reduces employee turnover by up to 25%, lowers legal risks, and increases overall engagement and profitability.
Brian Chesky’s approach to layoffs exemplifies eight key leadership principles that all leaders should embrace:
Be Transparent: Chesky openly explained the business realities that forced Airbnb’s layoffs. Employees deserve honesty about the “why” behind layoffs — this reduces fear, speculation, and rumor.
Acknowledge Emotions: Chesky recognized the emotional toll layoffs take and affirmed that affected employees were not at fault. Honoring the human cost preserves dignity and prevents long-term resentment.
Communicate Thoughtfully: He delivered the news with care and respect, recognizing that tone, timing, and method matter. Thoughtful communication builds goodwill even in difficult times.
Provide Real Support: Airbnb offered severance, healthcare benefits, and outplacement resources. Offering tangible support is both compassionate and strategic, easing financial stress and protecting company reputation.
Reinforce Purpose: Chesky connected the layoffs back to Airbnb’s mission of belonging and connection, helping those remaining find meaning and motivation in the transition.
Show Gratitude: He thanked both departing and remaining employees sincerely, fostering loyalty and resilience at a vulnerable moment.
Engage the Remaining Team: Chesky committed to ongoing communication and visibility post-layoffs to rebuild trust and maintain focus. This prevents “survivor syndrome” and disengagement.
Own the Decision: Chesky took full personal responsibility for the layoffs, demonstrating leadership accountability — essential for restoring credibility.
As automation and AI reshape the workforce, the challenge for leaders is not just whether to downsize, but how to do it responsibly. Companies that invest in empathetic layoffs can expect stronger alumni networks, which often lead to future business partnerships, rehires, and positive word-of-mouth that benefit brand reputation.
Moreover, handling layoffs with humanity supports mental health and reduces burnout among remaining employees, helping organizations maintain productivity during times of upheaval. This approach also signals to customers, investors, and the public that the company values people as much as profits—an increasingly important factor in consumer trust and long-term success.
In the coming years, leaders who prioritize empathy during workforce transitions will set themselves apart as forward-thinking and resilient. The way we treat employees in their most vulnerable moments will become a defining measure of leadership and organizational strength.
The question is no longer just about adapting to change but about leading change with compassion. That mindset will determine which companies thrive in the age of AI—and which become relics of a less human era.
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Exit with Empathy: Rethinking Layoffs
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