To have empathy one needs understanding. You can show sympathy without understanding.
Johnson can not show empathy because he can not relate to people who live lives different to his. This is not a criticism, it is an observation. Rees -Mogg is the same, he can not relate either. They can offer sympathy but because they lack understanding and empathy it is often disingenuous. Like I say it is not their fault as they are as much a victim of the British class system as anyone else.
IDS is a classic example of this, I have absolutely no doubt in my mind that he thought his reforms of the welfare system would make people's lives better, but because he cannot empathise and lacks the understanding of what it is like to live on welfare or be poor he designed UC to appeal to what he knew , thinking people were like him.
Johnson does the same, he thinks the world is like Eton and that people have good lives as that is what he knows. He think's it is normal to be boastful and be full of braggadocio because the people he interacted were all from that world.
Ask any of them how much a pint of milk is and they will not know. They will not know that beans are cheaper in Lidl than ASDA, because they have never had to know these things.
Like I said this is not a criticism and it is not only Tories that are like this, it is an observation as to why at times politicians seem so distant from actual reality.