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Empathy in the Workplace
International News about Empathy in the Workplace - for more see CultureOfEmpathy.com
Curated by Edwin Rutsch
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To Empathy Cafe Magazine Front Page

To Empathy Cafe Magazine Front Page | Empathy in the Workplace | Scoop.it

Empathy Cafe Magazine Front Page


Visit the individual magazines specifically for empathy and;

*   Main Page All
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*   Curriculums
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Christina's comment, July 14, 2011 5:25 AM
You’re on top of the game. Thanks for shraing.
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Leaders Need This Skill To Ask The Right Questions

Leaders Need This Skill To Ask The Right Questions | Empathy in the Workplace | Scoop.it

by John Converse Townsend 


Empathy—that seven-letter word seems to be everywhere these days. It’s all over the pages of the Washington Post, it’s being “engineered” at developer boot camps, and it’s even coming out of the mouth of the President of the United States (not for the first time).


Barack Obama, reflecting on recent conflicts and crises and tragedies, asked “that we choose empathy over indifference, and that our empathy leads to action.”
 

Why is empathy garnering the attention of leaders and the business world? It turns out that empathy is a powerful motivator, but is often underutilized.

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The Importance Of Perspective-Taking In Leadership

The Importance Of Perspective-Taking In Leadership | Empathy in the Workplace | Scoop.it

2. PERSPECTIVE-TAKING ISN’T TOUCHY-FEELY. 


Perspective-taking sounds a lot like empathy, but the two qualities are siblings, not identical twins. Empathy — the ability to understand another’s emotional state — is an essential human quality. But research has shown that, in commercial settings such as negotiations, understanding the other side’s thoughts and interests, not simply their emotions and feelings, can be more effective in forging a deal.


So if you’re in a high-stakes leadership situation, definitely be emotionally intelligent. But use your head as much as your heart.


3. DON’T FORGET MIMICRY. Mimicking others’ posture, gesture, and expressions sounds like the sleazy tactics of a used car salesman.... 


By Daniel H. Pink,

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The third era of process support: Empathy

The third era of process support: Empathy | Empathy in the Workplace | Scoop.it

McGrath proposes that we are at the dawn of a third era in management.  The first era was machine-like to produce products, the second collaborative to provide advanced services, the third will be to create “complete and meaningful experiences.” 


She says this is a new era of empathy. 


pull organization would be empathetic in the sense that customer desires rather directly drive the working of the organization. 


This might be the management style that Margaret WheatleyMyron Kellner-RogersFritjof Kapra, and other new path writers are hinting at.

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Empathy: A Key Skill for Effective Leadership

Empathy: A Key Skill for Effective Leadership | Empathy in the Workplace | Scoop.it
Empathy is a key skill for effective leadership. Learn how to apply empathy in the workplace here.


The purpose of practicing empathy is like going to a driving range. Practicing your golf swing helps you to drive more naturally when you are in the game.


Empathy is not an easy skill for many. Learning how to use it in a low threat environment like coaching can make all the difference.


When you walk in another’s shoes first, it may seem uncomfortable, like you are losing control. However, you will discover that taking the time to empathize without scripting what you will say next will lead you and the employee to new levels of understanding and growth.

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Barbara Kerr's curator insight, July 31, 10:16 AM

Empathy is a valuable skill that can be learned. 

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Empathy in the Workplace: Fact or Crap

Empathy in the Workplace: Fact or Crap | Empathy in the Workplace | Scoop.it

OK, confession time: I have become highly suspicious of the use of the term “empathy” in the workplace, especially with respect to leadership.


So, what are your thoughts about the role of empathy in the workplace and its relationship with women’s leadership and feminism?


I am interested to hear from you and hope that I am able to engage in a discussion around this topic that respects different points of view in an emotionally intelligent way. In other words, I intend to demonstrate empathy even in a discussion about my concerns about empathy.


by Jennifer R. Keup

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How to develop the one leadership trait that trumps them all

How to develop the one leadership trait that trumps them all | Empathy in the Workplace | Scoop.it
It's a trait we rarely think about in a business setting, but Stacey Epstein argues that it's actually the most important leadership trait you can have.


Empathy is not just for managers.
It’s an incredibly valuable trait in any role.


As a marketer, I need to understand how my buyers will respond to my programs. Does my website make visitors want to engage? Will my campaign compel them to make a buying decision? These are the questions my team is faced with every day. The more we can put ourselves in our buyers’ shoes and understand what makes them tick, the more we can deduce how they will respond, which helps us excel in our role.

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Professional Help: Dealing with young male entitlement - (need to teach empathy)

Professional Help: Dealing with young male entitlement  - (need to teach empathy) | Empathy in the Workplace | Scoop.it
Narcissists are missing that piece about valuing and caring in their relationships … they have poor relationship skills.


My challenge:

to build empathy and relationship skills
in young men intensely focused
on the self.


By the time a young person is in his late teens, this is a considerable challenge, but it can be done. We work through repeated visualization exercises, where the client imagines himself being treated as they treat others, to articulate the thoughts and feelings of the abused person. Sometimes we need to do this hundreds of times to see a shift. Just recently, I’ve begun to treat the whole family, initially excluding “problem child,” because I’ve found the young man’s alienation is built, in part, on systemic interactions. In this particular family, dad’s words, “his mum does so much for him,” were a red flag. Too many kids, especially in affluent families, don’t have to “do” for themselves. This can reinforce the adolescent’s belief that the world really does revolve around him.


Michael Pond

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New Research Reveals 'Practical Empathy' as Key to Great Leadership

New Research Reveals 'Practical Empathy' as Key to Great Leadership | Empathy in the Workplace | Scoop.it

Examining thousands of open-text comments about good leaders and great leaders, a new study identifies key themes of exceptional leadership; at the core is a relationship that engages and supports team members.


Lead author, Joshua Freedman, explains:



"In business, 'empathy' is often seen as 'soft,' but the research makes it clear that exceptional leaders are highly empathic – as well as hard-headed. 


This blend of head+heart is key to performance today." Freedman is CEO of Six Seconds, a global organization working toward supporting one billion people to practice the skills of emotional intelligence.


The study, entitled, "Talking About Great Leaders: Creating Conditions for Performance," uses a process of textual analysis to identify themes in comments about "high performing leaders" compared to "highest performing leaders."  


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Video: Empathy is the new watchword for multinational leaders

Video: Empathy is the new watchword for multinational leaders | Empathy in the Workplace | Scoop.it
As local markets demand more of global companies, corporate leaders must become more like corporate statesmen, an Insead professor believes
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7 Keys to Organizational Empathy to Enhance the Customer Experience

7 Keys to Organizational Empathy to Enhance the Customer Experience | Empathy in the Workplace | Scoop.it

Great presentation by Bruce Temkin during the VoC (voice of the customer) Fusion Conference. Bruce shared his path for organizations to achieve organizational empathy. 


Organizational empathy is a commitment by companies that they will work towards developing a deeper understanding of their customers’ needs, and they will use this knowledge to serve those needs better.


Bruce proposes seven keys to unlock organizational empathy:


1. Talk about customer emotions...

2. Look at the journey, not just interactions....

3. Interact regularly with target customers...

4. Provide a strong sense of purpose.... 

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COMANDS: Seven Skills/Traits of Effective Leadership

COMANDS: Seven Skills/Traits of Effective Leadership | Empathy in the Workplace | Scoop.it

Mindful Awareness practices and trainings have spread widely with great implications for effective leadership. So many leadership models talk about "what to do" and "how to achieve" goals or "how to influence" people to follow them.


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Empathy: The Key to Finding and Growing Better Business Relationships

Empathy: The Key to Finding and Growing Better Business Relationships | Empathy in the Workplace | Scoop.it
Empathy is one of the most important parts of understanding your audience. We can't expect to resonate with customers unless we understand their behaviors


How are you connecting with your audience?

I’ll admit that empathy is not generally associated with business. As time goes on, however, the importance of connecting with your customers on a deeper emotional level is becoming more and more evident.


Empathy is one of the most important parts of a larger conversation about the emotions of buyers and the need for brands to be human.


After all, we cannot expect to resonate with our audience unless we first understand who they are and what’s important to them.


by Anton 

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Can You Be More Empathetic With Your Customers? - Entrepreneurs Questions

Can You Be More Empathetic With Your Customers? - Entrepreneurs Questions | Empathy in the Workplace | Scoop.it
Empathy is knowing how it feels to walk in somebody else's shoes. Customer empathy entails a drive to make a connection.
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Management’s Three Eras: A Brief History - We’ve entered the age of empathy.

Management’s Three Eras: A Brief History - We’ve entered the age of empathy. | Empathy in the Workplace | Scoop.it

We’ve entered the age of empathy.


Today, we are in the midst of another fundamental rethinking of what organizations are and for what purpose they exist. If organizations existed in the execution era to create scale and in the expertise era to provide advanced services, today many are looking to organizations to create complete and meaningful experiences.


I would argue that management has entered

a new era of empathy.


This quest for empathy extends to customers, certainly, but also changes the nature of the employment contract, and the value proposition for new employees. We are also grappling with widespread dissatisfaction with the institutions that have been built to date, many of which were designed for the business-as-machine era. They are seen as promoting inequality, pursuing profit at the expense of employees and customers, and being run for the benefit of owners of capital, rather than for a broader set of stakeholders. At this level, too, the challenge to management is to act with greater empathy.


BY Rita Gunther McGrath, a Professor at Columbia Business School, is a globally recognized expert on strategy in uncertain and volatile environments. S

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Susan Stillman's curator insight, August 10, 8:59 AM

So, let's be proactive and teach empathy and other competencies of emotional intelligence  to MBA students, med students, law school students (what a thought!), teacher candidates, educational leaders,  and other professional in training. They,  in turn, would be using these skills in their interactions with their students, or staffs,  or clients going forward. What an impact that would have, not just corporations/customers but on all of society. That would be a new era indeed!

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From tantrums to teams: what toddlers can teach us about empathy in business

From tantrums to teams: what toddlers can teach us about empathy in business | Empathy in the Workplace | Scoop.it

 by Lisa Barber 


This ‘Reflective Listening’ (or Empathic Listening as it is sometimes called) has been a invaluable addition to my parenting toolkit and the approach works remarkably well with grown-ups and businesses too.


Far more than having a sympathetic ear, it’s about learning a specific way to respond to what you are seeing, hearing and sensing.


Because it comes from a non-judgmental position of respect, it builds trust and encourages open communication.


...The 6 reasons why putting empathy on the menu will grow your business

  • Customers feel safe. People don’t buy from you or hire you if they don’t feel safe with you or your brand. When people know you ‘get’ them they will feel safe around you. They’ll trust the brand.
  • You’ll produce better results. When people feel safe and understood they relax and will communicate openly and honestly with you. As a result, you’ll be able to tailor your offering accordingly and produce better results. They’ll recommend you to more people...


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Unempathetic Ed’s problems are not in the head

Unempathetic Ed’s problems are not in the head | Empathy in the Workplace | Scoop.it

by ROSSA MINOGUE
The Labour leader’s use of a neuroscientist to help him engage with the public is a mental approach to politics.


Labour Party leader Ed Miliband, it’s fair to say, is not the most popular of politicians, something many attribute to his incredible inability to connect with people. So, in a way, it came as little surprise when The Sunday Times revealed thatMiliband has been seeking advice on how to connect with the public from one of the UK’s leading experts on autism.


Neuroscientist Simon Baron-Cohen, who is professor of developmental psychopathology at the University of Cambridge, has written a number of books on autism and empathy and is now trying to apply his ideas to improve politics.


He has been advising Miliband for over a year now on improving his ‘political empathy’, and says that he is willing to offer similar advice to any other political figure who wants it.

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Empathy in the Workplace: Fact or Crap

Empathy in the Workplace: Fact or Crap | Empathy in the Workplace | Scoop.it

OK, confession time: I have become highly suspicious of the use of the term “empathy” in the workplace, especially with respect to leadership.


So, what are your thoughts about the role of empathy in the workplace and its relationship with women’s leadership and feminism?


I am interested to hear from you and hope that I am able to engage in a discussion around this topic that respects different points of view in an emotionally intelligent way. In other words, I intend to demonstrate empathy even in a discussion about my concerns about empathy.


by Jennifer R. Keup

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Three Ways Leaders Can Listen with More Empathy

Three Ways Leaders Can Listen with More Empathy | Empathy in the Workplace | Scoop.it

Study after study has shown that listening is critical to leadership effectiveness. So, why are so few leaders good at it?
 

Too often, leaders seek to take command,
direct conversations, talk too much, or worry
about what they will say next in defense
or rebuttal.
 

The ability and willingness to listen with empathy is often what sets a leader apart.  Hearing words is not adequate; the leader truly needs to work at understanding the position and perspective of the others involved in the conversation. 


In a recent interview, Paul Bennett, Chief Creative Officer at IDEO, advises leaders to listen more and ask the right question.  Bennett shared that “for most of my twenties I assumed that the world was more interested in me than I was in it, so I spent most of my time talking, usually in a quite uninformed way, about whatever I thought, rushing to be clever, thinking about what I was going to say to someone rather than listening to what they were saying to me.”


by John Coleman

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Chris Brown's curator insight, July 16, 3:38 PM

A nice article that discusses three behaviors in empathic listening.  Each of these are areas that we should focus on to improve our connection through communications. 

Recognize verbal and non-verbal cues.

Process what you hear/see

Respond thoughtfully

Be sure to link to the article for more in depth information.  Well worth the time to read.   

donhornsby's curator insight, July 16, 6:12 PM

(From the article): Overall, it is important for leaders to recognize the multidimensionality of empathetic listening and engage in all forms of behaviors.  Among its benefits, empathic listening builds trust and respect, enables people to reveal their emotions–including tensions, facilitates openness of information sharing, and creates an environment that encourages collaborative problem-solving.

Deborah Orlowski, Ph.D.'s curator insight, July 17, 12:11 PM

Coleman suggests 3 simple ways anyone can be a more effective listener. They seem self-evident but I wonder how often we actually do them? Why not try them for yourself.  If you think you're already practicing them, check yourself to make sure you really are, not just thinking you are! 

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How Do I Keep My Employees Motivated? The Practice of Empathy Based Management, by George Langelett

How Do I Keep My Employees Motivated? The Practice of Empathy Based Management, by George Langelett | Empathy in the Workplace | Scoop.it

How Do I Keep My Employees Motivated? The Practice of Empathy Based Management, by author George Langelett


Empathize, and become a manager who can effectively influence each of your employee's attitudes, behavior, level of motivation, and professional growth.


Empathy becomes possible, not by identifying with another person, but rather when we understand what the other person is feeling, thinking, and experiencing; what the underlying problem is; and why the person is behaving a certain way. Often people confuse empathy with sympathy. In the simplest terms, the goal of sympathy is to comfort; the goal of empathy is to understand. Thus, empathy or understanding of another's perspective is required for effective management of employees.

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The Neuroscience At The Heart Of Learning and Leading

The Neuroscience At The Heart Of Learning and Leading | Empathy in the Workplace | Scoop.it

Marco Iacoboni is one of the pioneers in a new area of neuroscience. A few years ago in Parma, Italy, scientists were researching how the brain controls our actions.  


They accidentally discovered a whole new class of brain cells that seem to be the neural basis of empathy. They called them “mirror neurons” because these cells seemed to map one person’s actions into another’s brain—a kind of imprinting that explains why role models and mentors can be such powerful influences.


Since then, Iacoboni and others have found these special neurons in other areas of the brain, and their story has become even more fascinating.


By Joshua Freedman

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Seven Skills to Unlock Your Innovation Potential -- #1 Develop Deep Empathy for Customers - YouTube

Sure we're all thinking of our customers, but are we truly being empathetic? In this short video BMGI Chief Innovation Officer Dr. Phil Samuel shares how GE ...
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The Signs of a Leader's Empathy Deficit Disorder

The Signs of a Leader's Empathy Deficit Disorder | Empathy in the Workplace | Scoop.it

When attention flows along power lines, empathy also takes a hit. When strangers told each other about divorces or other painful moments in their lives, there was more empathy expressed by the less powerful person.


Another measure of empathy – the accuracy with which we can tell a person’s feelings from clues like facial expression – also turns out to differ, with lower status people more skilled than those of higher positions.


This fact of social life poses a danger for leaders – after all, the most effective leaders are outstanding at abilities that build on empathy, like persuasion and influence, motivating and listeningteamwork and collaboration.

 

BY DIOGO

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Empathy, Inc – Contagious Communications

Empathy, Inc – Contagious Communications | Empathy in the Workplace | Scoop.it

A theme that kept emerging among the talk about new technology, cutting edge innovation and emerging behaviour was understanding, respect and empathy.


And I think empathy is being undervalued in business terms. If you’ve been reading Wieden+Kennedy, Portland creative director Dan Hon’s daily newsletter you’ll know empathy is something of a crusade of his. (If you’re not signed up, you should be. It’s excellent.)


Empathy, he argues, should be something embedded into companies from the ground up, and should be part of every interaction between a company and its customers.


by Ed White

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CEO Swap Part II: How Empathy Affects a Business | Innovation Insights

CEO Swap Part II: How Empathy Affects a Business | Innovation Insights | Empathy in the Workplace | Scoop.it

Have you ever witnessed a company that has managed to embody an attitude so completely that it appears to carry effortlessly throughout all aspects of its business? Empathy is one of those attributes that has a lead role at both SEER Interactive and Moz.


 Their cultures boast more than just top-down affirmations of empathy; these teams rely heavily on trust and feedback to make it work. What follows is a look at how empathy flows freely through their culture, their clients, and their community.


Startup Cultures Under the

Influence of Empathy



BY COREY MCAVEENEY


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Currency of Empathy: Does Technology Help or Hinder Empathy?

Currency of Empathy: Does Technology Help or Hinder Empathy? | Empathy in the Workplace | Scoop.it

This digital bonanza is freaking us out. What kind of humans are we becoming when our faces are smashed into screens?  Will technology make us a more or less empathetic society? 


Can computers feel love?  The time for hand wringing or opting out is over.  The sooner we realize that we can’t stop this speeding bus -all we can do is try to drive it where it needs to go – the better off we will be.


As much as computers can approximate

  our cognitive functioning, computers

cannot do empathy


By Jennifer Lehner and Jackie Acho

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daniel peled's curator insight, May 14, 1:45 AM

המחשבים, אהבה ואמפתי - אפשר?