Empathy in the Workplace
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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

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Empathy Cafe Magazine Front Page
 

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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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You Might Have Too Much Emotional Intelligence For Your Job - Forbes

You Might Have Too Much Emotional Intelligence For Your Job - Forbes | Empathy in the Workplace | Scoop.it
Let’s take empathy as a component of emotional intelligence. At first glance, it would seem like a really good thing to understand and share the feelings of others (i.e. empathy). And in a great many cases, empathy is a wonderful ability.

 

But imagine you employ a team of commission-driven cold-calling salespeople. Every day they face rejection, insults, and objections. A key to their financial and psychological survival is the thickness of their skin. These are people that need to withstand fifty angrily disconnected calls and still make the fifty-first call undaunted.

If they empathize too much with each person on their calling list, they might start to question the very nature of their job. ‘Am I really annoying when I call?’ ‘Maybe I shouldn’t interrupt people while they’re working.’ ‘I guess that I wouldn’t like these calls either.’

 

Mark Murphy

 

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Empathy Is Marketer’s Greatest Tool For Success

Empathy Is Marketer’s Greatest Tool For Success | Empathy in the Workplace | Scoop.it

Empathy Is The Antidote

The easiest thing you can empathize with is time. Everyone’s time is precious and limited. And data can prove that a 30-second pre-roll ad before a 1-minute video is just not a fair tradeoff at all. But you probably don’t need data to tell you that.

For Fenn, while the top-down approach can help us see what is working and how well something is performing, it also holds us back from innovating because we may stick to what has worked in the past. But just because something is working, do we really know if it is what consumers want, when they haven’t been given any other choices at all? If you were given the option to skip a pre-roll before viewing a video or piece of content, would you still have watched that ad? Probably not.

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Empathy at Work: Developing Skills to Understand Other People

Empathy at Work: Developing Skills to Understand Other People | Empathy in the Workplace | Scoop.it
Using Empathy Effectively

To start using empathy more effectively, consider the following:

Put aside your viewpoint, and try to see things from the other person's point of view.
When you do this, you'll realize that other people most likely aren't being evil, unkind, stubborn, or unreasonable – they're probably just reacting to the situation with the knowledge they have.

Validate the other person's perspective.
Once you "see" why others believe what they believe, acknowledge it. Remember: acknowledgement does not always equal agreement. You can accept that people have different opinions from your own, and that they may have good reason to hold those opinions.
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Join the Empathy Trainers Association - Now Forming

Join the Empathy Trainers Association - Now Forming | Empathy in the Workplace | Scoop.it

The Association For

  1. Empathy Trainers who have similar and common interests, activities and concerns about teaching empathy.
  2. Mutual promotion of the welfare of all it’s members.
  3. Protect and advance mutual interests.
  4. Set and maintain standards.
  5. Promote social, advertising and political action to get communities, organizations, businesses and government to support empathy training programs.
  6. etc


Benefits for Members

  • Access to training curriculum from other members.
  • Share training materials and resources.
  • A directory of empathy trainers that prospective clients can access. For Clients - If you're looking for a trainer you have a place to go 
  • Offer business support and leads to members. 
  • Discussion forums listservs.
  • etc

 

Links
Join us in forming the Empathy Trainers Association.
 

Google Group for Email Discussions 
An ongoing discussion list. 

Facebook Event
Sign up and invite friends. 

Facebook Group 
Group to for  discussions on Facebook

Shared Google Doc
For shared working space.

 

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Empathy: Why Some Work Groups Thrive While Others Falter 

Empathy: Why Some Work Groups Thrive While Others Falter  | Empathy in the Workplace | Scoop.it

Empathy turned out to be the most important of the five attributes.

“Frankly, when empathy kept coming up in our research, I was surprised,” Dr. Wilson wrote. “All of the people we interviewed were serious business executives. Empathy was not the first virtue I associated with the rough and tumble of today’s highly competitive business world. I expected to hear about boldness, perseverance, and toughness...

 

“The paradox, of course, is that Google’s intense data collection and number crunching have led it to the same conclusions that good managers have always known. In the best teams, members listen to one another and show sensitivity to feelings and needs.”

 

the best performing groups exhibited three key characteristics: Higher empathy. Members scored higher in social sensitivity. That is, the ability to read each other’s emotional states as measured by the Reading the Mind in the Eyes test 

 

ByIRVING WLADAWSKY-BERGER

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The Hard Science Behind Soft Skills

The Hard Science Behind Soft Skills | Empathy in the Workplace | Scoop.it

Only 11 percent of senior leaders are effective at displaying empathy and maintaining other’s esteem.

3. Empathy is the linchpin soft skill.

Of all the leadership soft skills, empathy is arguably the most critical. In his book “Empathy: A Handbook for Revolution” author Roman Krznaric said empathy “is not just about seeing things from another perspective. It’s the cornerstone of smart leadership. The real competitive advantage of the human worker will be their capacity to create relationships which means empathy will count more than experience.”

Using the DDI database on new frontline leaders, we correlated the effect of each interaction skill on overall assessment performance and each of four leadership tasks. Empathy was the most foundational soft skill, with the largest positive relationship across the board, followed by encouraging the involvement of others.

 

by

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How Empathy Can Take Your Marketing To The Next Level

How Empathy Can Take Your Marketing To The Next Level | Empathy in the Workplace | Scoop.it

What is the value of emotion? In marketing, it’s substantial, especially when you use empathy to appeal to your prospects in ways that have a lasting impact.

Many say empathy marketing is the way of the future, wherein consumers will demand that the brands they support show a true sensitivity to their struggles, concerns and issues.

 

In 2016, we’re moving ever faster towards completely customer-centric marketing. If you don’t know your customer, and you can’t identify with their issues, you’re going to be left behind.

So let’s dive into empathy marketing—and learn how empathy is your strongest ally when it comes to truly appealing to your customers.

 

 

by Brittney Ervin

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Jaguars BLACK – Resolving Conflict with Empathy

In a large organization, conflict is bound to arise. Megha Parekh, Senior Vice President, General Counsel for the Jaguars, shares her HR approach to helpin
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Empathy & Leadership - Centre for Workplace Leadership

Empathy & Leadership - Centre for Workplace Leadership | Empathy in the Workplace | Scoop.it

It’s the ‘soft skill’ that has hard benefits. Empathy is increasingly recognised as the key to leadership success and the cornerstone of emotional intelligence.

In looking at the key skills of the future; creativity, innovation, design, storytelling and collaboration, all require empathy.


Innovation and design cannot be done without placing humans at the center and understanding how others use technology. But one area requires the highest levels of empathy – leadership. The importance of empathy in leadership is widely discussed, it is understood to build cohesive teams and work satisfaction. Empathy is important to understand your team, helping them work to peak capacity and productivity and it is essential in understanding your market and customers.


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Meet the new e-commerce – empathy

Meet the new e-commerce – empathy | Empathy in the Workplace | Scoop.it

According to Nielsen, peer-to-peer trust is growing at the expense of brand trust. Meanwhile, three-quarters of Britons now donate to charity, despite continuing concerns over their own financial future. Empathy is key.

A Red magazine article recently claimed ‘Empathy is the new key to happiness’. The Harvard Business Review ran a piece headlined ‘Empathy is key to a good meeting’.

As with any shift in public attitudes, the trend has commercial implications. Brands should be focusing on encouragement and collaboration in their product and marketing strategies, not just customers’ self-interest.


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These Are The Most Empathetic Companies In The World

These Are The Most Empathetic Companies In The World | Empathy in the Workplace | Scoop.it

A BUSINESS CASE FOR EMPATHY TRAINING

Parmar points out that five of the top 10 most empathetic are technology companies that are also the fastest growing. "Their market capitalization has grown this year by 23.3% compared to a weighted average of 5.2% of all the companies in the index," according to Parmar.

The Index also makes a case for empathy boosting the bottom line as the top 10 generated 50% more earnings than those ranking least. "Average earnings among the top 10 were up 6% this year, while the average earnings of the bottom 10 dropped 9%," she writes.

 

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Social Empathy Trumps Hard Skills: Three Skills Millennial Marketers Need: Advice From Microsoft, Pixlee, & McKinsey Marketing Leaders

Social Empathy Trumps Hard Skills: Three Skills Millennial Marketers Need: Advice From Microsoft, Pixlee, & McKinsey Marketing Leaders | Empathy in the Workplace | Scoop.it
Microsoft, Pixlee, and McKinsey marketing thought leaders and executives share how millennials can become successful marketers in today's digital age.


1. Social Empathy Trumps Hard Skills

Geoffrey Colon, Communications Designer at Microsoft and Author of Disruptive Marketing


This skill may catch many marketers off guard because it’s not one you can simply learn like video editing or statistics. It’s called social empathy. How can you put yourself in the shoes of others (usually your customers) and be truly human? Computer technology and automation is taking over a large part of marketing once done by people. But empathy isn’t something machines can learn. We want to speak to humans when it comes to ideas and project management. We want to entrust their vision more than programmatic software.

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Empathy, Leadership & Performance | UC Berkeley Executive Education

InFocus podcast interview with Dr. Dacher Keltner. Dr. Keltner's research and new book, The Power Paradox, focuses on two questions. First is the biologica
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How to Negotiate Situations That Feel Hopeless:  How does empathy actually benefit the empathizer in negotiations?

How to Negotiate Situations That Feel Hopeless:  How does empathy actually benefit the empathizer in negotiations? | Empathy in the Workplace | Scoop.it
Q: You write about empathy, noting, “The mistake people make is to think that empathy is what you use when you want to be nice.” How does empathy actually benefit the empathizer in negotiations? And can empathy be learned?

A: Empathy is about understanding, as well as possible, the interests, constraints, alternatives, and perspective of the other parties. This is not about being nice or generous—empathy is essential for achieving your own objectives in the deal.
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What's Empathy Got To Do With It?

What's Empathy Got To Do With It? | Empathy in the Workplace | Scoop.it
While empathy is a right brain activity, it is far from being a touchy-feely topic. At its core, empathy is the oil that keeps relationships running smoothly.

 

The fact that empathy is an important component of effective relationships has been proven: In studies by Dr Antonio Damasio (outlined in his book: "Descartes' Error: Emotion, Reason, and the Human Brain"), medical patients who had damage to part of the brain associated with empathy showed significant deficits in relationship skills, even though their reasoning and learning abilities remained intact.

Indeed, empathy is valued currency. It allows us to create bonds of trust, it gives us insights into what others may be feeling or thinking; it helps us understand how or why others are reacting to situations, it sharpens our "people acumen" and it informs our decisions.

 

 

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Empathy is a very powerful business advantage…Seal every sale with your heart!

Empathy is a very powerful business advantage…Seal every sale with your heart! | Empathy in the Workplace | Scoop.it
It’s the companies that provide empathy training for their staff and their leaders that separate themselves from the rest.

 

“At its very heart, a business is the beauty of bringing together people and things to make the community better off—these are the businesses we admire. Empathy is the one tool that makes it all happen.” Forbes Magazine

 

“Numerous studies have linked empathy to better business results. They correlate higher empathy levels with increased sales, better performance by managers of product development teams, and improved productivity in diverse workforces. It is increasingly common to see such business terms as empathy marketing, empathy selling and user empathy become part of everyday business vocabulary.” The Consortium for Research on Emotional Intelligence in Organizations

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Empathy: One of the Keys to My Business Success

Empathy: One of the Keys to My Business Success | Empathy in the Workplace | Scoop.it
Empathy. It’s one of the biggest things to which I attribute my success. It’s the reason I believe that I am one of the great salespeople out there. What a lot of people don’t understand about empathy is that it’s not just about being caring, but it’s also the ability to understand people on a higher level. It has allowed me to easily create mutually beneficial relationships in both business and my personal life.

Sometimes being empathetic can be confusing. You might ask yourself, “Am I being empathetic because I care or am I being empathetic because I know being understanding will give me leverage in the situation? The answer is both. Being good is always the best option. But I’m not gonna lie either: giving a shit is a real thing and gives you the chance to make your relationships mutually beneficial.

 

Gary Vaynerchuk

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How Empathetic Design Gives Your Software Company A Competitive Edge - Forbes

How Empathetic Design Gives Your Software Company A Competitive Edge - Forbes | Empathy in the Workplace | Scoop.it
In my opinion, It’s not speed or expertise in the latest coding language that sets a developer apart from the pack. While those skills are important, a truly great developer is talented and empathetic.

 

Empathy isn’t just a buzzword I like to trumpet. Empathy is a concise and extremely potent business strategy, especially in the SaaS industry where everything is about the end user. Think about it: If you run a software company, and your customers don’t trust your product or don’t think you have their best interest in mind, you can delete everything else...

 

But, empathetic design doesn’t just pay you dividends when you come to the end product. Targeting empathy will also increase employee engagement.

 

 

Mike Kappel ,

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The One Value That All CEOs Need To Enshrine In Their Organization - Empathy is at the centre of everything that gets done in a company.

The One Value That All CEOs Need To Enshrine In Their Organization - Empathy is at the centre of everything that gets done in a company. | Empathy in the Workplace | Scoop.it

Most companies have corporate values. These are principles that guide the behaviour of employees. They spell out the dos and don'ts for employees and how they should behave internally and with external stakeholders such as customers, vendors and others in the community.

 

Globally, many companies are making an effort to embed a values-driven culture. They are spending a lot of money to make employees adopt these values so that it becomes a part of the organizational DNA.


While it's true that corporate values are determined by the organizational aspiration, the context in which it operates and what the leaders feel very strongly about, I believe that there's one value that every single CEO should adopt. This value is very relevant and has universal application across contexts.

I believe that empathy is at the centre of everything that gets done in a company.

 

DEBASHIS SARKAR 

 

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Dev Bootcamp: Corporate Engineering Empathy

Dev Bootcamp: Corporate Engineering Empathy | Empathy in the Workplace | Scoop.it
Promote personal development, inclusion and emotional intelligence at your company with the tech industry's most proven soft skills training.

We developed our Engineering Empathy curriculum (also know as EE) to create an optimal learning mindset and environment for our students by addressing the human side of software development.

 

The issues that we tackle - implicit bias, privilege, allyship, communication and feedback - are as pertinent to organizations as they are in the classroom. Our corporate Engineering Empathy program offers structured, workshop-style courses delivered by trained Dev Bootcamp facilitators, that address a wide range of issues that often prohibit teams from being effective and productive. We give you the tools to navigate difficult conversations and prepare you to foster and build a diverse and inclusive culture at your company.

 

 

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Career Coach: A little empathy can go a long way

Career Coach: A little empathy can go a long way | Empathy in the Workplace | Scoop.it
Here's some ideas for how you can better tune in to how other's feel.


But such sentiment can too often isolate leaders from their own employees, customers, and other constituents without thought for how important empathy really is for building an engaged culture.


Empathy is the ability to be aware of, understand, and appreciate the feelings and thoughts of others or to tune in to what people feel and why they think the way they do. It means you can imagine yourself in their shoes and relate to what they must be feeling...


There are plenty of benefits associated with leaders or colleagues having empathy at work.


  • Confrontations can be turned into collaborations.
  • Stressful times can be moments for pulling together. Workplace bonds can pay dividends in client relationships. 
  • Empathy means giving each other the benefit of the doubt. Instead of having long drawn out arguments, things can get resolved more readily because people feel that they have been heard. 
  • Being listened to frees employees up to continue to offer even more creative and innovative ideas. 
  • People are more inclined to feel that they are part of a team, which increases morale, engagement, loyalty and productivity at work.


By Joyce E.A. Russell

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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
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...



Research has linked several notable behavior sets with empathic listening.  The first behavior set involves recognizing all verbal and nonverbal cues, including tone, facial expressions, and other body language....


The second set of empathic listening behaviors is processing, which includes the behaviors we most commonly associate with listening.  ...


The third set of behaviors, responding, involves assuring others that listening has occurred and encouraging communication to continue. .. 


Christine M. Riordan

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The One Leadership Skill That Impacts Overall Success

The One Leadership Skill That Impacts Overall Success | Empathy in the Workplace | Scoop.it
OVERWHELMINGLY, EMPATHY TOPS THE LIST AS THE MOST CRITICAL DRIVER OF OVERALL PERFORMANCE.


Two things emerged from this analysis. One was the number of participants who were effective in certain skills. For example, 77% were effective at opening a conversation, but half were good at encouraging involvement, and only 40% were assessed as being able to listen and respond with empathy. Worse, just 33% were accomplished at maintaining or enhancing esteem.

Unfortunately, the empathy quotient (EQ) has a major impact on success, the researchers say. "Overwhelmingly, empathy tops the list as the most critical driver of overall performance."

by LYDIA DISHMAN

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Alex Makosz's curator insight, February 8, 12:06 AM

There is nothing I view as more valuable in my own career experience and I teach this to students. Empathy is phenomenally important. 

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How to be an Empathetic Leader

How to be an Empathetic Leader | Empathy in the Workplace | Scoop.it

Before we talk about ways to help you be more empathetic towards others, let’s first dispel some misconceptions about empathy.

  • Empathy is not sympathy. Sympathy lacks the shared emotions and sense of connection that empathy brings.
  • Empathy does not mean that you take on another person’s problems. It does mean that you are able to recognize their challenges and will do more to help them than just giving them your well-wishes.
  • Empathy is not surrounding yourself with “yes” people. “Yes” people support every decision you make, regardless of how harmful it can be. They do not have your best interest in mind. As an empathetic leader, there will be times you have to deliver a difficult truth.


by PATRICK NELSON

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The Importance of Empathy in the Workplace | Arkadin Blog

The Importance of Empathy in the Workplace | Arkadin Blog | Empathy in the Workplace | Scoop.it
Empathy builds both customer and colleague satisfaction

In today’s business world, empathy is essential for winning customer loyalty. Star marketers always say “Know your audience”. Today, that audience isn’t a monolithic market segment or demographic – it’s a diverse, multilingual, socially connected, global group of individuals, each with something different to say.


To reach them, you must listen closely, put yourself in their place, and ask “What problem can I solve for this particular person?” By making sure your products or services answer that question, you create long-term relationships with customers (and reap the benefits when they share their satisfaction with their networks). 


Empathy: the great equalizer

Sophie Huss



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