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Empathie Monitor - Empathie Monitor

Empathie Monitor - Empathie Monitor | Empathy in the Workplace | Scoop.it

WHY EMPATHY?

Empathy is a driver for brand equity: empathic brands are more attractive and innovative found.

 

EMPATHY MONITOR

The Empathy Monitor is a ranking of brands to 'Empathy score "and explores the relationship between empathy and innovation. Ruigrok | NetPanel and Fronteer Strategy conduct this research, to monitor the extent to which the efforts of brand perception influence consumer.


The Empathy Monitor is a ranking

of brands to 'Empathy score "and

explores the relationship between

empathy and innovation


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Empathy in the Workplace
International News about Empathy in the Workplace - for more see CultureOfEmpathy.com
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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
*   Animals
*   Art
*   Compassion

*   Compassionate Communications (NVC)

*   Curriculums
*   Education
*   Empaths

*   Empathy Quotes

*   Empathic Design - Empathy in Human-Centered Design (New!)
*   Health Care

*   Justice

*   Self-Empathy & Self-Compassion
*   Teaching - Learning
*   Work 

*   etc.


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Join us on Facebook Center for Building a Culture of Empathy
http://CultureOfEmpathy.com

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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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Is it Possible For HR Professionals to be Too Compassionate?

Is it Possible For HR Professionals to be Too Compassionate? | Empathy in the Workplace | Scoop.it
Maybe you were attracted to HR because you like helping people. Maybe you still get the warm fuzzies when you help solve problems or ease employees’ pain.

But does your instinct to empathize with employee suffering also trigger vicarious pain in you?

“There’s a downside to empathy when it comes to the suffering of others,” says Olga Klimecki, a researcher and the lead author of a study on empathy in the journal Cerebral Cortex. “When we share the suffering of others too much, our negative emotions increase. It carries the danger of an emotional burnout.”
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Building customer empathy with insights from advanced analytics

Building customer empathy with insights from advanced analytics | Empathy in the Workplace | Scoop.it

The benefits of amplifying empathy
For companies focusing on improving customer experience, a vital component is making sure the business and your employees really understand the customer journey. It’s not just about what happens when, but how customers feel along the way. In a 2014 report, Temkin Group highlighted the importance of increasing organizational empathy towards customers, and targeted one of their “25 tips” on using text analytics to uncover pain points.

As an example, the report featured a success story from computer data storage company EMC. The company’s existing customer satisfaction measurement tools showed their logistical spare-parts program was working well. But using text analytics, they were able to dive deeper and categorize customer feedback, which revealed that program time delays were making customers unhappy. With such targeted insight, the business was able to make improvements that really matter to customers.

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How to Handle Confrontation at Work

How to Handle Confrontation at Work | Empathy in the Workplace | Scoop.it
Confronting someone doesn't have to be a defensive maneuver or a counterattack.


A few words about empathyYou have to be clear. But there are two kinds of clarity. The first kind is easy: “I feel this way.” That’s clear, if somewhat unhelpful. The second kind involves a little more work: “I believe that you feel this way. But I feel this way.” That’s empathy. And empathy changes everything.  


The whole idea of any kind of conflict management is to understand why the person is doing what they’re doing that’s driving you crazy,” Brett says. “You can often solve the problem or learn to tolerate it or generate a work-around.”


If you are a naturally empathetic person, please skip to the paragraph that starts with “Congratulations!” (Note: This paragraph does not exist.) If you are not a naturally empathetic person (like the author of this piece), let’s take a journey, shall we? 

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(Empathic Leadership) Acceptance, Empathy, and Genuineness: Not A Weakness - Gordon Training International

(Empathic Leadership) Acceptance, Empathy, and Genuineness: Not A Weakness - Gordon Training International | Empathy in the Workplace | Scoop.it

To be an effective leader, it is crucially important to be a good listener. To be a good listener, I mean a really good listener, there are three conditions that must be met according to Dr. Thomas Gordon. They are: acceptance, empathy, and genuineness.


Dr. Gordon studied psychology with Carl Rogers, one of the most famous psychologists of all time. Rogers talked about unconditional positive regard, empathy, and congruence and Tom Gordon applied those concepts to non-therapeutic situations that were practical for parents, teachers, and managers...


Empathy is the ability to understand the other person’s point of view - both the content and emotions. It does not mean that you have to have the same feelings or experience the same things or have had the same experience in the past. Have you ever heard someone say,


“I know how you feel.” It is difficult not to be sarcastic or to respond defensively. “

No you don’t!” Or, how about, “I feel sorry for you.” Wow! How insulting “Can’t you do anything on your own? I need to do this for you as well?”



William Stinnett, Ph.D.

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(Empathic Leadership) 3 Ways to Enhance Leadership Qualities with Empathy

(Empathic Leadership) 3 Ways to Enhance Leadership Qualities with Empathy | Empathy in the Workplace | Scoop.it

Practical tips for enhancing your empathy and other leadership qualities:

1. Become an emotional observer....

2. Ask yourself what you are feeling...

3. Listen with your entire nervous system...


Empathy is s natural human function. You just need to pay attention and be willing to believe what you sense. Expand your empathy to strengthen all of your leadership qualities and conversations.


by Marcia Reynolds 

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Emotional IQ strongest predictor of workplace performance: study

Emotional IQ strongest predictor of workplace performance: study | Empathy in the Workplace | Scoop.it

The ability to perceive and empathise with the emotions of others may be one of the most defining features of humanity. When we can perceive and empathise, we feel what they are feeling and can work together from this platform of understanding.

"Our self comes to include the people we become close to," said the authors on a recent empathy study. "If a friend is under threat, it becomes the same as if we ourselves are under threat. We can understand the pain or difficulty they may be going through in the same way we understand our own pain."

by Sarah Berry

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Yeshe Dorje's curator insight, April 14, 1:17 PM

What libertarians often miss with their emphases on extreme individualism, we are human animals not robots. We live in communities and are social, more akin to Bonobos, not orangutangs.

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Compassion in the workplace: how to be there for a grieving employee

Compassion in the workplace: how to be there for a grieving employee | Empathy in the Workplace | Scoop.it
Dealing with loss is extremely difficult, especially when it involves a loved one. Every individual has their own way of grieving, and the HR department must deal with it in the right manner. If treated with compassion, grieving employees could possibly bounce back with vigor. Conversely, being unsympathetic could lead to bitter feelings and resentment.

Here are just a few tips to help any HR department deal with a grieving employee:

1. Show them that you’re there for them
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The Business Case for Empathy or, Why Customer Engagement Begins in their Shoes

The Business Case for Empathy or, Why Customer Engagement Begins in their Shoes | Empathy in the Workplace | Scoop.it

Customer engagement efforts need to begin with empathy if companies want to drive higher user adoption, increased renewal rates, and customer success.


A lot of great things have been written about how to cultivate customer engagement. But I think the why of customer engagement is lacking the same attention, as in, why customer engagement is important—beyond metrics, and even beyond the bottom line.  That’s why I’d like to make the business case for empathy.


Empathy can be defined as putting yourself in another person’s shoes. It’s a way of creating relationships by seeing the world through somebody else’s eyes. Empathy in the business world is gaining traction as a way to discuss interoffice relationships and leadership skills. But the conversation hasn’t shifted to the customer-business relationship, perhaps with the exception of customer journey mapping (at least, the customer journey maps that really take into consideration the motivations and barriers customers face). I’d like to argue that, for customer engagement to succeed, it has to begin with empathy.


By: MATTHEW BERGER


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Miklos Szilagyi's curator insight, March 27, 3:20 AM

It's soooo good that it needs repeating (and it's valid a far wider area than customer relationship management...): “Business is always personal. It’s the most personal thing in the world.” 

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(Leadership) Empathy is the top leadership skill, says Sky CEO

(Leadership) Empathy is the top leadership skill, says Sky CEO | Empathy in the Workplace | Scoop.it

Empathy has overtaken more traditional business skills to become the most important requirement for leadership success, according to Sky CEO Jeremy Darroch.

Speaking at the EQ Summit in London – a day-long exploration of the importance of emotional intelligence in business – Darroch said: “A lot of the old skills of leadership aren’t fit for the future. The idea that I can sit in the corner office and call the shots is long gone.


Empathy is now the single most important skill when you get to the top of an organisation. It means you can frame opportunity and challenge in the right way.



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5 Steps to Create a Compassionate Workplace

5 Steps to Create a Compassionate Workplace | Empathy in the Workplace | Scoop.it
A 16-month longitudinal study at a long-term health care facility with 185 employees, 108 patients, and 42 of the patients' family members was conducted to test how the employees treated the patients and families versus their colleagues.


The researchers found that there was lower absenteeism and employee burnout, as well as higher levels of employee engagement with their work with greater teamwork and employee satisfaction. In addition, the culture of compassion spread to patients and their families. Then, to see if the same positive results would be found in industries such as real estate, finance, and public utilities, they performed a second study involving 3,201 employees in seven different industries.


Again, a greater culture of compassion in the workplace led to greater work satisfaction, commitment, and accountability.


...What steps can we take to develop or increase a compassionate workplace?


1. Try a morning ritual where you literally set a positive tone for your day....

2. Look for what you have in common with others today. ...

3. Practice intentional, but random, acts of kindness...

4. Start a gratitude journal where each day you write three new things you are grateful for at work....

5. Each night write about your day....


Susie Wolbe

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Empathy: Why healthcare companies must feel with patients

Empathy: Why healthcare companies must feel with patients | Empathy in the Workplace | Scoop.it

Connecting with customers enables growth in any industry. But where many brands go wrong is in thinking that social media “likes” equal connection. It’s not about “likes” – it’s about understanding. Only through understanding can companies create meaningful connections with their customers, or in the healthcare industry, their patients.


So what does that look like? In a word: Empathy.


Empathy in Action...


Why Empathy Matters...


Empathy creates understanding
Fighting confusion and misinformation within healthcare can be difficult. Through empathy, both providers and patients can find understanding, allowing for more trust and clarity on both sides of the healthcare coin....


Empathy opens doors...

Empathy builds relationships...

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Empathy to Purchase - The Hub

Empathy to Purchase - The Hub | Empathy in the Workplace | Scoop.it
Increased sales and a strong bottom line usually are precursors of boardroom discussions about accountability. That dialogue is broadening, however, as the complexities of today’s marketplace have led to a less black-and-white conversation — a more humanized version of accountability.

Your living, breathing, growing organization needs a heart. You need to “psychologically identify with, or vicariously experience the feelings, thoughts, or attitudes of another.” That is the dictionary definition of empathy, and for businesses and brands it means having a heightened consideration for the wants, needs and passions of their consumers.

Empathy is a key competency in everything from business leadership to parenting.


It moves us from the simple identification and knowledge of needs to a depth of understanding, experience with, and belief in those needs, wants, and desires. Empathy can help businesses align authentically with what their consumers care about.

However, as we seek to develop successful solutions and innovations for brands to meet the needs of consumers and shoppers, empathy can be a big challenge


by Sharon Love 


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A Compassionate Work Culture Can Really Benefit The Bottom Line, Too

A Compassionate Work Culture Can Really Benefit The Bottom Line, Too | Empathy in the Workplace | Scoop.it

While the idea has previous been labeled "touchy-feely" and quickly discarded, creating an emotionally positive work culture can boast big benefits for both customers and employees, according to a new study from researchers at the Wharton School at the University of Pennsylvania and the George Mason University School of Business.


They found a clear, positive correlation between compassionate behavior, work satisfaction and company success. Their results were recently published in the journal Administrative Science Quarterly.


In the study, researchers Sigal Barsade and Olivia O’Neill focused on exploring the idea of a compassionate love culture, which they describe as the following in their report:

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How to Successfully Screen for Empathy in New Candidates

How to Successfully Screen for Empathy in New Candidates | Empathy in the Workplace | Scoop.it

In the medical industry, there is no underestimating the need for empathy from your staff. With patient care as a prime directive, employees in healthcare need to provide a sense of care and understanding to what are essentially their customers. But how do you know whether or not a job candidate boasts empathy as a soft skill?


What follows are a few strategies for detecting an empathic nature within the candidates for a position in the healthcare industry.


The Interview is the Best Place to screen for Empathy



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In a Blink: the most empathic companies on Twitter

In a Blink: the most empathic companies on Twitter | Empathy in the Workplace | Scoop.it

The Lady Geek Empathy Index lists the ten companies best at using the 140-character medium to their advantage by creating an emotional connection; reassuring their customers, investors and employees; and doing it all with an authentic voice.


The research analysed 350,000 tweets across 300 companies listed on the NASDAQ, NYSE and FTSE 100. It found that the most empathic companies replied to customers using evocative language and emoticons while displaying personality and a sense of humour.

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(Empathic leadership) Why is empathy becoming a vital skill for leaders ?

(Empathic leadership) Why is empathy becoming a vital skill for leaders ? | Empathy in the Workplace | Scoop.it

Do situations arise at work that confuse the way you relate professionally and personally with your colleagues?


Have you ever listened to a colleague who felt upset about a problem and then felt uncomfortable about giving them feedback about their performance?...


Empathic leadership means we consider the needs of those who will be impacted by our decisions and wherever possible, we include these people in the decision making process. This action requires skill, courage, compassion, focus and determination.

Empathic leadership is not for those who want to be liked it’s for those who embody empathic concern.  

Its easy to confuse emotional empathy with counselling, this is not the role of a leader or manager in the workplace.

Tracy Seed

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(Empathic Leadership) TO YOUR SUCCESS: Practice compassion and empathy, and live an all-in life

(Empathic Leadership) TO YOUR SUCCESS: Practice compassion and empathy, and live an all-in life | Empathy in the Workplace | Scoop.it
Empathy "is the visceral or emotional experience of another person's feelings," according to Seppala. "Though the concept of empathy might contradict the modern concept of a traditional workplace -- competitive, cutthroat and with employees climbing over each other to reach the top -- the reality is that for business leaders to experience success, they need to not just see or hear the activity around them, but also relate to the people they serve," wrote Jason Boyer, in "Forbes." (Boyer is an Ashoka Social Entrepreneur, which is a "global network of world-changing social entrepreneurs.")

Boyer described a workplace that practices empathy as one where empathy is a business skill that results in relationship-focused success. Empathy breaks down barriers that prevent new ideas and risk taking by removing the potential for ridicule and judgmental behavior.
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Business Growth Starts With Empathy

Business Growth Starts With Empathy | Empathy in the Workplace | Scoop.it
Inc. BY NATALIE NIXON

Well, it turns out that one of your roles as a business owner/leader is to be a problem solver. I turn here to the value of design thinking, which is a problem solving process that starts with an empathetic stance by asking "What problem am I solving for my customer?"

Design thinking borrows from the way designers problem-solve to innovate tangible objects, and applies that process to the design of services, experiences and processes.


The etymology of 'empathy', is from the Greek 'affection' and the 'ability to suffer with another'. What customer doesn't want that?! Starting with empathy could be the saving grace to your business...


  1. Practice, Practice....
  2. Remain Curious. ...
  3. Do Qualitative Research. ...
  4. Prioritize People...
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Video: (Empathic Policing) Richmond police chief: 'That's really what community policing should be about.'

Video: (Empathic Policing) Richmond police chief: 'That's really what community policing should be about.' | Empathy in the Workplace | Scoop.it

The term “community policing” has become such a buzz phrase that “Pretty much every department, if you ask them, would say they're doing community policing,” says Magnus,


“And I think most believe it. But the challenge is: is community policing really policing the community in the way that the community wants to be policed, or is it driven by the police department?”


Magnus' approach has been to build partnerships with the community at every opportunity, learning from the residents what their priorities are, in order to define where resources should go.


by Brad Marshland

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Empathy: The Hardest Working Approach In Business

Empathy: The Hardest Working Approach In Business | Empathy in the Workplace | Scoop.it
That system is far more intuitive, far more human in its essence, than any new trick or analytics tool. We’re talking about empathy—basic understanding and responsiveness to consumer need—which all competitive companies of the future will have to harness to sustain and drive up their market value.


The empathy we’re advocating is a systematic, scalable approach. It’s not about retrofitting a so-called friendlier face on an old system or sticking suggestion boxes, virtual and otherwise, around your enterprise. It’s not just about training customer service representatives. It’s what we call thinking round instead of linear—not focusing so much on production lines and bottom lines as focusing every aspect of your products, services and systems on the consumer. The ones who drive the top line.

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Practical Empathy: For Collaboration and Creativity in Your Work. Indi Young and Edwin Rutsch

Practical Empathy: For Collaboration and Creativity in Your Work. Indi Young and Edwin Rutsch | Empathy in the Workplace | Scoop.it

"Indi Young is an expert consultant in user experience, offering her services in empathy research, strategy, and redesign to organizations around the world. She has helped with digital applications, services, process design, and content strategy.

 

Indi is author of, Practical Empathy: For Collaboration and Creativity in Your Work.  (Put in the promotion code "CULTURE" for a book discount on the Rosenfeld publisher website)


"Conventional product development focuses on the solution.  Empathy is a mindset that focuses on people, helping  you to understand their thinking patterns  and perspectives."



From the book forward. "Indi Young's book is a practical manual for practicing empathy, which is a skill, not an innate talent. Empathy is a mindset that can be learned and improved with practice. There are best practices, techniques, and tools that help you get your own ego out of the picture and focus on what things are like from another person's perspective.


It is not easy to do really well, but it is worth doing really well! And Indi's book shows you how to do it. Practical Empathy offers advice on how to practice an empathetic mindset toward other people involved in the conception, design, or implementation of a product."

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(Leadership) Best Advice I Ever Got: Make Empathy Your Superpower

(Leadership) Best Advice I Ever Got: Make Empathy Your Superpower | Empathy in the Workplace | Scoop.it

As a business leader, here are some ways to harness empathy and make it your superpower, too:

1. Use empathy to create your vision.
Empathy is commonly explained by the phrase "walk a mile in someone else's shoes." But it's more than just that. It's walking side by side with someone, listening with intent, and using the knowledge gained to create your vision.

2. Use empathy to become mission-driven....3. Use empathy to inspire loyalty....4. Use empathy as a your default communication tool....

Mina Chang 

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Tania Tytherleigh's curator insight, March 1, 3:42 AM

Another word for connection - empathy. Use it to become a great leader.

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Occupy Empathy Tent - Feb 24, 2015

Occupy Empathy Tent - Feb 24, 2015 | Empathy in the Workplace | Scoop.it

full post

http://facebook.com/EmpathyCenter/posts/937212546323408


I set up the empathy tent yesterday in downtown Berkeley and hope to set up again tomorrow. 
http://cultureofempathy.com/OccupyEmpathy/


The city will not give a permit so I set up without one under the 1st amendment free speech and expression. The city didn't give me any trouble so far. We'll see what happens. I've offered to have a empathic dialog about this issue with the city officials but they say they are too busy. If they try to give me a citation I will not accept it, I'll only support an empathic dialog. Not accepting a citation could mean 72 hours of jail time for me.


I talked to 50 people or more. Handed out a couple hundred flyers, started wearing the empathy t-shirt that David Hazen made.


We now need to start expanding the empathic space and make it more engaging and inviting. I can only carry the tent, so we need more people involved to bring chairs, etc. to fill in the space.

  • I talked with some street musicians about bring in music.
  • Some students said they were interested in learning empathic listening and offering it to the homeless in the area.
  • We are talking with various people to host empathic dialogs between different groups in the area to address various tensions.
  • We need to keep designing and iterating and creating an empathic space and movement.


Warmly
Edwin

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How to Increase Compassion at Work

How to Increase Compassion at Work | Empathy in the Workplace | Scoop.it

A new program tries to help business leaders to identify and alleviate suffering in the workplace.


Most would agree that we need more compassion to help reduce human suffering in the world. But few prioritize building compassion in the place where we spend most of our waking time—our jobs.

Research suggests that compassionate workplaces increase employee satisfaction and loyalty.


A worker who feels cared for at work is more likely to experience positive emotion, which in turn helps to foster positive work relationships, increased cooperation, and better customer relations.


Compassion training in individuals can reduce stress, and may even impact longevity. All of these point to a need for increasing compassion’s role in business and organizational life.


By Jill Suttie

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