Empathy in the Workplace
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Compassion across Cubicles

Compassion across Cubicles | Empathy in the Workplace | Scoop.it

Dutton sees compassion as a natural response to people witnessing others in pain or distress—something we are hard-wired to do.


The problem with bringing compassion into the workplace, she explains, is that people don’t know what’s acceptable to express in that setting. Many workers assume that they are supposed to check their personal problems at the door when they enter the office.

 

“Ever since organizations began moving toward more bureaucracy and measuring success by reliability and efficiency, the relational aspects of work have been de-emphasized,” said Dutton. But when stress at home inevitably spills into the workplace, Dutton added, it can contribute to lost productivity and higher health care costs, and compassion becomes a vital response.

 

“If compassion heals, as our research suggests, then people will be able to get back to work more quickly, to bounce back from life’s setbacks,” she said. “This has to be of interest to employers.”

 

By Jill Suttie

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Empathy in the Workplace
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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
 

Visit the individual magazines specifically for empathy and;

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Empathy: The Essential Skill To Survive The Robo-Planner Threat

Empathy: The Essential Skill To Survive The Robo-Planner Threat | Empathy in the Workplace | Scoop.it
Training Empathy And Relationship Workers
In a world where the value of a financial advisor is increasingly about the uniquely-human relationship – and not just the expert financial knowledge that a computer can replicate – the skill of empathy becomes crucial.

Empathy is the ability to discern what someone else is thinking and feeling, and then respond in an appropriate way. It’s about being able to put ourselves in someone else’s shoes, and consider from their perspective what they must be thinking and feeling, in order to formulate the right response.

Research in the world of medicine – another domain of knowledge workers who are increasingly becoming relationship workers – is already finding that empathy plays a crucial real-world role. One study found that patients are more likely to follow through on a doctor’s recommendation when the physician exhibits greater empathy, while another discovered that doctors with low empathy are more likely to make errors (ostensibly because they miss important information by failing to understand the patient’s perspective), and subsequently are also more likely to be sued for malpractice after bad medical outcomes.
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Using empathy to handle sales objections  

Empathy is the first of the six parts of our objection handling process.
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Bringing Empathy to Work  

Empathy is central to all of our most significant relationships. It should come as no surprise then that empathy and emotional intelligence are central to successfully leading and collaborating with colleagues and clients.

 

And yet, with the infusion of virtual teams, virtual workplaces and technology in our working lives, we are seeing an overall lack of empathy and connection in our workplace and professional relationships.

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(Empathic Leadership) 7 Practical Ways Empathy Makes You a Better Leader

(Empathic Leadership) 7 Practical Ways Empathy Makes You a Better Leader | Empathy in the Workplace | Scoop.it

Empathy has become a major topic of business over the past few years, and rightfully so. Finding a way to relate to another person's feelings goes a long way in building and fostering great relationships. (More here on the true meaning of empathy.)

But you may wonder, what are the benefits of empathy in practical, everyday work?


The purpose of work is to provide value. The greater the benefit our product, service, or task offers others, the more valuable it becomes. When exercising empathy, you make efforts to see things from another person's perspective. Doing so allows you to increase the value you have to offer.

Here are seven practical ways to use empathy at work:

1. Presenting

 

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(Empathic Leadership) 5 Practical Things Leaders Can Do To Develop Empathy Skills

(Empathic Leadership) 5 Practical Things Leaders Can Do To Develop Empathy Skills | Empathy in the Workplace | Scoop.it
Empathy without action is dead.

If we are going to be able to use empathy for a bigger purpose, we must put it into action. Empathy is now a verb. Without practice, we cannot learn. Without action, we cannot succeed. It is not enough to just empathize with others, we must use that feeling to spur us into action.

Activating our empathy will provide us with a channel to share our message and heart like never before. Humans are emotional creatures. In order to move them, you must speak to the core of their being. Throughout history, we see all great leaders use empathy, not just to understand those they lead, but as a medium to breathe life into their vision.

 

Here are 5 simple things you can start doing today to develop your empathy skills and help you start connecting with those who matter the most.

  • 1. Listen – Really listen to people.
  • 2. Tune in to non-verbal communication.
  • 3. Be fully present when you are with people.
  • 4. Encourage people to speak their minds.
  • 5. Give genuine recognition and praise.

 

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(Empathic Leadership) 5 Practical Things Leaders Can do to Develop Empathy Skills

(Empathic Leadership) 5 Practical Things Leaders Can do to Develop Empathy Skills | Empathy in the Workplace | Scoop.it

Here are 5 simple things you can start doing today to develop your empathy skills and help you start connecting with those who matter the most. 
 

  • 1. Listen – Really listen to people.
  • 2. Tune in to non-verbal communication.
  • 3. Be fully present when you are with people.
  • 4. Encourage people to speak their minds.
  • 5. Give genuine recognition and praise.

 

As we move further and further into the connection economy, leaders and business owners must learn to develop empathy and use it on a daily basis. At the end of the day, we work with and for people. People who have real needs and emotions.

 

Cultivating our empathy skills will help us inspire our team members, create marketing messages that connect, and make our sales process more human. I want to encourage you to try some of these suggestions and see the reactions of those you come in contact with. I believe you will notice some amazing results.

 

by Ryan Shelley

 

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#Nextchat: Empathy in the Workplace 

#Nextchat: Empathy in the Workplace  | Empathy in the Workplace | Scoop.it
We’ve all heard the expression “Never judge a person until you’ve walked a mile in their shoes.” It’s powerful. It’s thought-provoking. 

Unfortunately, there’s a bit of confusion in our workplaces today as to who needs to be wearing the shoes, or if there needs to be any “shoe trading” at all.

A report examining empathy in the workplace by Businessolver revealed that while “60% of CEOs view their organization as empathetic, only one in four employees does.”

Empathy is the ability to understand the thoughts, views and emotions of another … to understand what it’s like to be in that person’s situation.

 

By Mary Kaylor

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An Empathetic Workforce Doesn’t Just Feel Good. It Works Well.

An Empathetic Workforce Doesn’t Just Feel Good. It Works Well. | Empathy in the Workplace | Scoop.it
Key to teaming, talent engagement, and, in fact, the business agenda today, says Brooks, is empathy—especially in an era that is increasingly automated. But empathy, Brooks suggests, is missing in many Millennials.

 

The irony in this, Brooks notes, is that Millennials can be seen as excelling at what could be called “macro-empathy” at the same time that they’re weak at “micro-empathy.” So, while these new workers may have trouble moving past what Brooks calls “the me society,” they’re increasingly insistent that the companies for which they work be purpose-driven, “merging their corporate agenda with a broader social mandate.

 

Michael Winkleman

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6 tips to practice empathy and improve customer experience

6 tips to practice empathy and improve customer experience | Empathy in the Workplace | Scoop.it
Practice proactive empathy. Use automation to monitor your product for errors and frustrating interactions (for example, episodes of rage clicking), then proactively reach out to the customer to provide help, and express empathy, before they've even asked for it.
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Talking with Strangers:  new book encourages us to scale the “empathy wall” to understand Trump supporters

Talking with Strangers:  new book encourages us to scale the “empathy wall” to understand Trump supporters | Empathy in the Workplace | Scoop.it

A new book encourages us to scale the “empathy wall” to understand a segment of Trump supporters

 
 

There are many theories and explanations for the rise of Donald Trump and the current incarnation of white right-wing populism. 

A deeper understanding—and an invitation to scale the “empathy wall”—comes from veteran sociologist Arlie Russell Hochschild in her new book, Strangers In Their Own Land: Anger and Mourning on the American Right.  The book is, as its second subtitle suggests, “A Journey to the Heart of Our Political Divide.” 

"An empathy wall is an obstacle to deep understanding of another person, one that can make us feel indifferent or even hostile to those who hold different beliefs or whose childhood is rooted in different circumstances."
—Arlie Hochschild, sociologist and author


In Strangers, Hochschild spends over five years embedded with Louisiana Tea Party activists, including families that have suffered from environmental disasters at the hands of chemical and petroleum companies.

 

by Chuck Collins

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Claire Brooks' New Book: Marketing With Strategic Empathy - YouTube

In this clip President of Model People Inc., Claire Brooks, introduces us to her new book: Marketing With Strategic Empathy.
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Is Empathy Boss? The science behind soft skills—What really drives performance?

Is Empathy Boss? The science behind soft skills—What really drives performance? | Empathy in the Workplace | Scoop.it
Successful leadership is defined by a single ingredient: it’s mastering successful conversations. By looking at the relationship between interaction skills and job performance, it’s easy to see why empathy is so important.
 
“Overwhelmingly, empathy tops the list as the most critical driver of overall performance. It also consistently relates to higher performance in each of the four leadership domains.

 

Download PDF

Empathy Still Matters: In Every Way No matter what your favorite definition of leadership is (there are 462 million Google® entries), we believe it’s largely dependent on a single ingredient: mastering successful conversations.

 

By the end of each day, leaders likely have had multiple conversations with a range of their constituents. Each of these interactions will collectively determine their ultimate success as a leader.

http://www.ddiworld.com/DDI/media/trend-research/hirezleadership-findings/hirezleadership_is-empathy-boss_finding_ddi.pdf?ext=.pdf

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Therapists Urge 'Empathy' at Thanksgiving, Christmas

Therapists Urge 'Empathy' at Thanksgiving, Christmas | Empathy in the Workplace | Scoop.it
But the turkey feasts don’t have to be combative, says Traci Ruble of Half Moon Bay, a therapist and founder of Psyched in San Francisco. And she and counterpart, Edwin Rutsch from the Culture of Empathy in El Cerrito, advocate not to nix the holiday meal.

 

Instead, the two put out a role-playing video teaching families how to listen to each other, instead of fighting about Trump’s transition team whether Clinton should have been locked up over her emails. It's pretty personal for Rutsch, as he said he is a gay man going with his partner to his evangelical relatives' for dinner.


“I actually don't believe in ‘no politics,’ rule,” Ruble said. “We think everyone should get five minutes at the table, where everyone gets to speak in a structured conversation. Everyone else has to listen with empathy. What happens when we feel heard? Our nervous system calms down. When somebody understands, even if they don't agree, they feel known.”

By Lisa Fernandez
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10 companies that are great at empathy

10 companies that are great at empathy | Empathy in the Workplace | Scoop.it
Written by Stéphanie Thomson
 
It’s a long-standing piece of advice: to really succeed at work, you need to be a ruthless, hard-nosed go-getter. Your employees aren’t your friends, they’re there for one thing and that’s to get the job done.

But recent research from The Empathy Business suggests it might be time to rethink that approach. In fact, those leaders and companies that embed empathy – the ability to understand and share the feelings of others – into their business models perform far better than those that don’t.
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Use Empathy to Drive Culture, Engagement & Innovation

Use Empathy to Drive Culture, Engagement & Innovation | Empathy in the Workplace | Scoop.it
Empathy impacts trust, engagement, and innovation, as well as other business outcomes. Here's how to build your emphatic thinking skills. Read to learn more

 

Vanderhoven says that another critical component for talent-focused organizations that he’s been focusing on in 2016 is how empathy relates to these workforces—including how it impacts trust, engagement, and innovation, as well as other business outcomes.

 

“This has been the really fun part of the research that we’ve come to in the last year,” he says. “And it’s that empathy usually scores last among leaders. This is kind of a tragedy because what we’ve learned in this research is that empathy actually unlocks the greatness that leaders need to be able to create these mutually transformative agreements.”

 

These are the relationships where leaders are able to listen and ask questions—because they simply are interested, they care, and they have a genuine desire to develop those they are leading.

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How To Cultivate An Organization Built On Empathy

How To Cultivate An Organization Built On Empathy | Empathy in the Workplace | Scoop.it

Crisis Text Line helps people facing mental health emergencies—and the strategies they use can help you create an organization that encourages self-care and empathy

 

At Fast Company’s Innovation Festival, Hira Raja, a staff trainer who works with all of the volunteers, gave a lesson in how she teaches counselors to listen with empathy—and how Crisis Text Line as an organization bakes empathy and self-care into its mission. The tips shared are applicable not only to crisis situations, but to any workplace where the environment can be stressful (i.e. pretty much any workplace).

 

 

PRACTICE ACTIVE LISTENING

"Listening to listen and not listening to speak is very important here," says Raja. Active listening is a way to make sure your colleagues or employees know that you’re really focused on their problems.

 

 

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(Empathic Leadership) 5 Practical Things Leaders Can Do To Develop Empathy Skills

(Empathic Leadership) 5 Practical Things Leaders Can Do To Develop Empathy Skills | Empathy in the Workplace | Scoop.it

Empathy. This simple word is full of potential and has the ability to move us towards our core purpose as humans. Regardless of race, ethnicity, cultural or religious backgrounds, at our core, we all have one desire, to belong.

 

Our lives are a constant journey to find significance and security not in things, but in others. But for many the word “empathy” is greatly misunderstood. While empathy is a right brain activity, it is far from being a touchy-feely topic. In order for leaders and business owners to succeed in the “connection economy,” developing empathy skills is essential...

 

Empathy without action is dead.

If we are going to be able to use empathy for a bigger purpose, we must put it into action. Empathy is now a verb. Without practice, we cannot learn. Without action, we cannot succeed. It is not enough to just empathize with others, we must use that feeling to spur us into action.

 


by Ryan Shelley

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(Empathic Leadership) 3 reasons why empathy is a leader’s best tool

(Empathic Leadership) 3 reasons why empathy is a leader’s best tool | Empathy in the Workplace | Scoop.it

Here are 3 reasons every leader needs to be empathetic.

  1. Empathy makes people feel valued and connected. It creates a bond of trust that can have a direct impact on business results. Large teams, especially those like a call centre, can be a hotpot of emotions. Having a stronger bond with your team can enable you to calm moody waters before the waves come crashing down.

  2. Empathy creates a culture of transparency. Empathy requires you to be present in a conversation – to listen, to ask questions, to care. People feel safe when they can have a conversation and not feel they are being judged. A leader who can listen in a way that makes people want to speak openly to them will inspire their team to do the same.

  3. Empathy encourages growth and innovation. Successful people don’t operate alone. They rely on their peers and the people around them to drive them forward. When businesses fail, it is often because leaders stop focusing on understanding their people and become removed from their environment.
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Eight Ways to Build Customer Empathy 

Eight Ways to Build Customer Empathy  | Empathy in the Workplace | Scoop.it
Customer empathy is absolutely critical to a company-focused culture. Without empathy, employees focus on their own problems, rather than your customers’. They build overly-complex products based on what they want to buy, rather than starting with customer needs. And they certainly don’t understand the emotional context of your customers.

Both Forrester and the Temkin Group have begun focusing much more on the emotional elements of an experience, which is spot-on. Emotions are the greatest driver of loyalty – and of disloyalty.  And you can’t solve them without empathy.

Here are eight ways to help build empathy in your company. Add your own in the comments!

Show videos of customer interviews.
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Conflict at Work? Empathy Can Smooth Ruffled Feathers

Conflict at Work? Empathy Can Smooth Ruffled Feathers | Empathy in the Workplace | Scoop.it
Gabrielle S. Adams, an assistant professor at the London Business School and a visiting fellow at Harvard University, has examined the role that empathy and forgiveness can play in resolving these conflicts.

In recent studies, Professor Adams found that misunderstandings often exist between the victims of harm and the people who committed the harm. In many cases, the transgressors did not intend a negative effect, whereas the victims tended to think that the damage was intentional. In addition, transgressors frequently felt guilty and wanted to be forgiven much more than their victims realized.

 

By PHYLLIS KORKKI

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Empathy Makes Us Human - Connecting Audiences to Your Brand's Story

Empathy Makes Us Human - Connecting Audiences to Your Brand's Story | Empathy in the Workplace | Scoop.it
Empathy and Narrative in Brand Storytelling

As marketers, we are storytellers. Telling our brands' stories effectively and persuasively is at the core of what we do. But what makes a story persuasive? Persuasive storytelling creates an emotional response - empathy - in the mind of the customer, helping them to understand the benefits of a brand, make decisions and take action.

 

But not all stories are equally effective at creating empathy. There are two broad categories of storytelling, advocacy and narrative, that most stories fall into. Narrative differs from advocacy in its method of persuasion, relying less on facts and figures and more on "transportation," or engaging the reader in the narrative.

 

BY ADAM FRIDMAN

 

 

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Why Business Leaders Need to 'Tune in' to Their People

Why Business Leaders Need to 'Tune in' to Their People | Empathy in the Workplace | Scoop.it
'Tuning in' means empathy, the ability to see things from another's perspective. Do you have this vital skill?

 

Consider, too, that empathy really matters when businesses are in transition.

 

When we’ve advised on mergers, we often see risks if the acquirer's management team does not truly understand the acquiree's culture: A merger can fail as the result of key talent leaving once non-compete deals expire.

Conversely, empathy can produce better, easier, faster transactions and transitions.

 

CHRIS PIERCE-COOKE

 

 

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Obama’s failure of leadership, empathy as America’s cities burn

Obama’s failure of leadership, empathy as America’s cities burn | Empathy in the Workplace | Scoop.it

The anger is real among the black community and, as a white suburban mom, I can only watch from afar, feeling helpless and praying for peace, wisdom and clarity in these communities. I think of the black single mother living in the inner city, praying that her child can make it safely to school because she is worried about crime in her neighborhood.

We need to find common ground and civility between black communities and law enforcement, and let us hope each side can show empathy in these turbulent times. Where is the much-needed dialogue, the calming forces and the unsung heroes who can address the problems and come up with solutions?

 

By Mercedes Schlapp 

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Why Empathy Really Matters  

DDI CEO Tacy Byham and SVP Rich Wellins weigh in on why empathy tops the list of skills that will drive leadership performance.

To learn more about the link between empathy and leadership performance visit: http://www.ddiworld.com/hirezleadership
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Marketing with Strategic Empathy Provides The Next Level of Customer Acquisition

Marketing with Strategic Empathy Provides The Next Level of Customer Acquisition | Empathy in the Workplace | Scoop.it
"Marketing with Strategic Empathy: Inspiring Strategy with Deeper Consumer Insight" helps marketers who want to dig deeper into understanding their customer's brain.

 

Using a four-phase process that immerses a business in the customer's world, the book shows why surveys and Big Data only go so far in marketing. The book also details how to use the insights from this four-phase process into a continually adapting competitive strategy.

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