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Beyond empathy

Beyond empathy | Empathy in the Workplace | Scoop.it

As a sociatrist, I’m passionate about people in business developing greater ability to stand in each others’ shoes. It’s one of the cornerstones of the work we do at Quantum Shift and is central to nurturing greater health in organisations.


This is often given the name “empathy”. I bristle a little, however, when I hear someone say, “I can have empathy for them, but…..” What’s that expression? Everything before the “but” is bulls**t.


I go along with Professor Simon Baron Cohen’s

idea that empathy sits along a spectrum.

 

by John Wenger

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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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Visit the individual magazines specifically for empathy and;

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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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People With Traits Of Psychopaths Actually Make The Best Leaders

People With Traits Of Psychopaths Actually Make The Best Leaders | Empathy in the Workplace | Scoop.it
For example, psychopaths on the extreme end of the spectrum lack one of the most important qualities to strong and effective leadership: empathy.

If you can’t relate to others and don’t have a high degree of emotional intelligence, you’re not in a good position to guide other people.

But if you’re on the less extreme end of the psychopath spectrum, you can still exhibit empathy while also possessing psychopathic qualities that present an advantage in terms of leadership.
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Snapchat CEO Evan Spiegel talks about the origins of company

Snapchat CEO Evan Spiegel talks about the origins of company | Empathy in the Workplace | Scoop.it
Earlier in the day, talking about the continuing need to be creative, Evan believes ‘fun’ and ‘empathy’ are two core values which enable his business to move forwards in the right way.

‘We get into groups of ten people to talk about how we feel,’ he said. ‘It’s about empathy and trying to understand the world through other people’s perspectives.


‘It’s about the importance of listening. We don’t do that enough. Sometimes I’m so focused on what I’m going to say next, that I’m not listening. I’m really involved in that.’ Evan has a refreshing approach to running the company, now worth $19 billion and employing 450 people, (last year, the number stood at ten).


‘A key value for me, is about having fun or being playful. Everyone’s so serious in technology.’ 


And while one might believe his job means he is kept wide awake at night, Evan disputes this and says there are only two things that might get in the way.



By REBECCA DAVISON

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SENAME Interactive's curator insight, July 1, 2:03 AM

How to build a winning team?  These two traits are important.

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Emotional brains 'physically different' to rational ones

Emotional brains 'physically different' to rational ones | Empathy in the Workplace | Scoop.it
The work, led by Robert Eres from the University's School of Psychological Sciences, pinpointed correlations between grey matter density and cognitive and affective empathy.


The study looked at whether people who have more brain cells in certain areas of the brain are better at different types of empathy.


"People who are high on affective empathy are often those who get quite fearful when watching a scary movie, or start crying during a sad scene. Those who have high cognitive empathy are those who are more rational, for example a clinical psychologist counselling a client,"  

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The Key to Leadership: Empathy

The Key to Leadership: Empathy | Empathy in the Workplace | Scoop.it
Empathy, or the ability to experience and align with the thoughts/emotions/experiences of others, is what Annie McKee (author of Primal Leadership) believes is a fundamental construct to leadership. As she explains:


Empathy is a competency that allows you to read people…This isn’t as easy as it seems. Sometimes, the smartest resisters often look like supporters, but they’re not supportive at all. They’re smart, sneaky idea-killers...



Empathy is what separates a good leader from a great leader. Great leaders need empathy in order to show their people that they care for their wants, needs, and development


.by Dmitriy Pogorelov

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How Compassion Can Transform Your Organization

How Compassion Can Transform Your Organization | Empathy in the Workplace | Scoop.it
It’s no secret that the “softer” personality traits aren’t as valued in organizations. Empathy, self-reflection, and goodwill take the backseat to efficiency, results, and profits. What would you say if I told you that fostering the former skills would actually improve the latter?

Jane Dutton, one of the founders of the Center for Positive Organizational Scholarship and University of Michigan Roth School of Business, has been studying and researching compassion in the workplace. Her research shows that when you train in mindfulness, it has an immediate impact on the quality of your relationships with your colleagues.
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Practicing Empathy With Teams

Practicing Empathy With Teams | Empathy in the Workplace | Scoop.it
Empathy, as it’s been talked about recently, is most often framed as something important to practice for our users. It’s important to make sure we’re helping our users get the content they desire or get through the flow of our site to do what’s important to them.

What is getting lost, though, is that empathy is just as important for us to practice as we interact with our team members—all of us, developers, designers, writers, and project managers, can practice empathy as we work with our teammates.


Empathy is just as much about our interactions with each other while we build our sites, as it is about how we treat our users.

As I’ve thought more about this, I’ve come up with a few ways to practice empathy with my teammates.


by SUSAN ROBERTSON 

image http://en.wikipedia.org/wiki/Teamwork


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Brenda Robinson's curator insight, May 13, 9:54 PM

Hon. Liz Sandals: Introduce a new course called "COMPASSION" for Grade 1 and Grade 12. https://www.change.org/p/hon-liz-sandals-introduce-a-new-course-called-compassion-for-grade-1-and-grade-12

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Men ... Woman - Empathy in Leadership

Men ... Woman - Empathy in Leadership | Empathy in the Workplace | Scoop.it

How then can we lead with Empathy?

People don’t know what they want, we have to understand them, not ask them! Leading with empathy is not a reactive process, but rather pro-active. To understand this lets look at the style of management, it’s totally reactive and expects you to do what you were told to do.


If you fail, the manager reacts and often the manager actually notices that you are about to fail and allows you to fail. Then they react even more and the working environment becomes even more toxic.

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Empathy a Vital Component of Successful Corporate Tweeting, Study Claims

Empathy a Vital Component of Successful Corporate Tweeting, Study Claims | Empathy in the Workplace | Scoop.it

Empathy is a vital component for
corporate tweeting.

"In our view, empathy consists of three components: reassurance, authenticity and emotional connection. Empathy goes beyond simply solving a problem. It involves making a customer feel valued," the HBR study noted.

Why companies like Starbucks are ranked so low on Twitter?

The reason behind this may be because inquiries at Starbucks Twitter account are responded by a presumed bot that simply provides users an e-mail address, idigitaltimes.com reported.

These companies need to spruce up their social media strategies, the report concluded.

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(Empathic Leadership) How to Use the Two Tools of Powerful Empathy to Engage People

(Empathic Leadership) How to Use the Two Tools of Powerful Empathy to Engage People | Empathy in the Workplace | Scoop.it

by JESSE LAHE

As you probably already know, yawns are contagious. Right now, the image below is causing many of you to feel the need to yawn. This even works with animals. A study by the University of London observed that 21 of 29 dogs yawned when a stranger yawned in front of them.


Why? The answer is in what science refers to as “mirror neurons” or “empathy neurons.”


As a result of mirror neurons, we literally mirror each other in corresponding regions of our brain. If a scientist hooked the two of us up to a magnetic resonance imaging (MRI) machine, when I yawn, the same regions of the brain would light up in both of us.


Mirror neurons don’t just involve actions like yawning. They affect thoughts and feelings as well.


For leaders, this is huge. Understanding this is one of the keys that separate a traditional leader from a 21st century engager.

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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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The Business Value of Empathy

The Business Value of Empathy | Empathy in the Workplace | Scoop.it

What is an interactive business without empathy? What is a business team without an understanding of the employees’ sentiments? What is an organization serving people’s needs without an actual acknowledgement of their needs? What is a company without an understanding of how their service will actually benefit people and their well being?


A business without empathetic traits is a hollow one. Why? Because empathy is a characteristic that most successful businesses inherently require.


A business that demonstrates the capacity to see things from the point of view of the consumer, to put themselves in the consumer’s shoes, is a multidimensional business, a business that can get an accurate idea of consumer’s needs.


 Moreover, an “empathetic business” is already putting themselves in a place for success by just genuinely caring for the consumer in this way. 

By Holly Rosen |

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Caroline Vincelet's curator insight, July 30, 3:29 AM

Recrutez un salarié sur des critères des compétences émotionnelles et gagnez 90.000 dollars de plus chaque année.

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Stewart Butterfield of Slack: Is Empathy on Your Résumé? NY Times

Stewart Butterfield of Slack: Is Empathy on Your Résumé?  NY Times | Empathy in the Workplace | Scoop.it
"If you have no ability to empathize, then it’s difficult to give people feedback, and it’s difficult to help people improve. Everything becomes harder," said Stewart Butterfield, the co-founder and chief executive of Slack.


When we talk about the qualities we want in people, empathy is a big one.


If you can empathize with people, then you can do a good job. If you have no ability to empathize, then it’s difficult to give people feedback, and it’s difficult to help people improve. Everything becomes harder.


One way that empathy manifests itself is courtesy.

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Empathy Driven Development

Empathy Driven Development | Empathy in the Workplace | Scoop.it
Cost cutting leading to a destruction of value? Try an alternative and fresh approach with Empathy Driven Development!


CALL TO ACTION

So here is my call to action – begin using Empathy Driven Development. Right Now….

  1. Apply Empiricism:
  2. Create an Empathy Map
  3. Interact with stakeholders – face to face / webcam. Talk to them, talk to each other. Walk in their shoes. Self-organize and figure it out…!
  • TRANSPARENCY: Current state of stakeholder empathy
  • INSPECTION: Is it where you would like it to be?
  • ADAPTATION: Self-organize to make it better!


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Why You Should Train for Empathy, and How to Do It

Why You Should Train for Empathy, and How to Do It | Empathy in the Workplace | Scoop.it

Although there are many reasons why empathy is so important, the core reason is quite simple: ultimately, everything in business comes down to relationships.


Training for Empathy

Some of the tools we can employ to develop our empathy skills include the following:

  • Try to be really curious about other people, imagining what might be going in their lives
  • Take time to consider what we have in common with people and pay more attention to that, instead of focusing on what makes us different
  • During conversation, try to ask more questions and spend more time listening


Matt Tenney 

Author of Serve to Be Great, keynote speaker, & social entrepreneur

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Connecting with Customers Through Empathy - YouTube

Differentiated customer experiences can’t be created without an emotionally intelligent approach on the part of the business. Rhonda Basler, Customer Engagement Director for Hallmark Business Connections, shares practical tips to foster empathy in frontline employees.
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Could empathy be a growth strategy for your business?

Could empathy be a growth strategy for your business? | Empathy in the Workplace | Scoop.it
Empathetic leaders share an intuitive sense for what’s going on in the world that helps them identify new opportunities faster than their competitors. They get people to care about their vision by making it a shared vision.


They start by tapping into the psychology of their target audience, seeking their feedback, and scanning for changes in thought or behavior.


When you go a step beyond just hearing words to actively listening to customers, suppliers and employees, your firm will gain a gigantic advantage in creating products that will be in demand.


by Beth Kuhel

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Richard Guha's curator insight, May 18, 9:41 AM

It's about understanding..

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(Empathic Leadership) 8 Key Skills of Empathy

(Empathic Leadership) 8 Key Skills of Empathy | Empathy in the Workplace | Scoop.it

As leaders, we need to make emotional connections with our target audience if we hope to influence their thoughts and actions. One very important way to connect positively with people is with what I call powerful empathy....


Here are eight key empathy skills you can practice to improve your ability to connect with others:

  • Curiosity: Take the time to be curious about what other people think. Try to fully understand their point of view.
  • Authentic Listening: ...
  • Repeating and Paraphrasing:  ...
  • Imagination:  ...
  • Open-Mindedness:  ...
  • Vulnerability: ...
  • Self-Awareness:  ...
  • Sensitivity to Others’ Emotions: ...



by JESSE LAHEY

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The Golden Rules to The Six Pillars: Empathy

The Golden Rules to The Six Pillars: Empathy | Empathy in the Workplace | Scoop.it

“Empathy as a complex emotion is different. It requires awareness of the other person’s feelings and of one’s own reactions. The appropriate reaction may not be to cry when another person cries, but to reassure them, or even to leave them alone.” (Preston, de Waal)

Empathy is more than just seeing the world from the customers’ perspective. It is having the emotional intelligence to choose the right emotional response from a range of potential emotions to improve things for the customer.

Often, organisations believe that Empathy as a soft skill is the preserve of customer-facing staff. Yet Empathy for the customer as a core organisational capability is as relevant for Marketing, HR and the leadership as it is for those who directly serve customers.


Being able to put yourself in your customers’ shoes and seeing the world from their perspective is essential for proposition development, innovation and effective strategizing. In fact, it is a source of customer advantage that most organisations completely fail to embrace.


 by David Conway

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(Empathic Leadership) (Podcast) Powerful Empathy

(Empathic Leadership) (Podcast) Powerful Empathy | Empathy in the Workplace | Scoop.it
Empathy is an important concept that many leaders do not fully understand the significance of. 


In this episode, Jesse discusses why empathy is important in learning to lead and engage people, and he explains key skills to hone your sense of empathy:

  • Curiosity
  • Active Listening
  • Repeating and Paraphrasing
  • Imagination
  • Open-Mindedness
  • Vulnerability
  • Self-Awareness
  • Sensitivity to Others’ Emotions
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(Empathic Leadership) 6 Reasons Empathy Will Make You A Powerful Leader

(Empathic Leadership) 6 Reasons Empathy Will Make You A Powerful Leader | Empathy in the Workplace | Scoop.it
Empathy used to sound to me like a weak word associated with touchy-feely concepts.  But in recent years, I have come to understand that it is actually an incredibly powerful concept. If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things …


6 Reasons Empathetic Thinking Is Powerful for Leaders

  1. It puts you into “Seek First to Understand” mode....
  2. Most people never listen, so people will notice the difference if you do. Ernest Hemingway said it well. ....
  3. It allows people to connect emotionally, so they can actually listen to your logic. “We are not thinking machines,” George Washington University neurology professor Richard Restak argues. ....
  4. Empathy kicks you out of self-absorption. .... Relating with empathy involves recognizing and treating others as equals, and to validate that they are people, too, fully experiencing events in their own way.
  5. Your empathetic thinking makes your audience more receptive to being influenced by you. Mirror neurons cause your audience to have the same brain activity based on your actions, thoughts, and feelings. ....
  6. Empathy moves you toward mutuality. Research psychologist David Burnham says that mutuality leads to actions that demonstrate emotional intelligence, which leads to higher levels of employee engagement and morale.


by JESSE LAHEY 

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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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