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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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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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Thanks so much.

Edwin Rutsch, Editor

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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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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Empathy In Marketing: Why It Matters (And How To Have It)

Empathy In Marketing: Why It Matters (And How To Have It) | Empathy in the Workplace | Scoop.it
Dev Patnaik, CEO of Jump Associates and strong proponent of empathy in business, said a while back that “the problem with business today isn’t a lack of innovation; it’s a lack of empathy.”


While one might think that marketing — an industry based on open communication — would’ve figured it out by now, the truth is that many marketers today still undervalue, or at least misunderstand, empathy.


BY JOHN DARWIN 


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A good day’s work requires empathy | TEDxClevelandStateUn

Jackie Acho


Empathy is the missing link to innovation and children can help us find it.

Jackie Acho speaks and writes about innovation on her blog,
The Currency of Empathy

https://currencyofempathy.wordpress.com/


After 20 years in innovation and leadership consulting, Acho believes that the value of empathy and vulnerability is missing from organizations as a management tool.


Acho is president of the Acho Group, a former partner of McKinsey & Company and holds a master’s degree and Ph.D. in organic chemistry from the Massachusetts Institute of Technology.

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Transforming business: The four faces of empathy

Transforming business: The four faces of empathy | Empathy in the Workplace | Scoop.it

Your business is filled with people. If you want to connect with them on a meaningful level, empathy is the key.


Here we explore how empathy plays a vital role in shifting brands from a bland and vulnerable position, to one that is robust in meaning and purpose.


Empathy as a driver of brand strategy

...As such, empathy leads you to the deep-rooted connections that can be forged to create strong and enduring bonds...


Empathy as a cultural ethos

...empathy helps you better engage and motivate employees. This means they’ll be far more likely to listen to, appreciate, and follow your leadership...


Empathy as an engine of innovation

...An empathetic attitude sheds new light on what’s needed now and how to best address that need or opportunity...


Empathy as a leadership practice

We’re all born empathetic. As babies we all had the capacity to perceive how others were feeling and what they were experiencing...

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Chris Brown's curator insight, February 2, 11:58 AM

Empathy is key to connecting with people  People are a part of the success of any organization.  Empathy, therefore, is key to the success of any organization.


Some interesting insights on why empathy is important.

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Putting empathy back on the workplace agenda: Why is empathy relevant in today's business environment?

Putting empathy back on the workplace agenda:  Why is empathy relevant in today's business environment? | Empathy in the Workplace | Scoop.it

One of the more surprising items on the British political agenda this year was empathy.


 This is largely thanks to Labour leader Ed Miliband, who has cited empathy as one of his core political values and has even recruited the help of empathy expert Professor Simon Baron Cohen to develop his “politics of empathy”. 



 It is too early to know whether Mr. Miliband’s initiative will bear fruit in the political domain.  But it isn’t too early for the HR community to take note and consider the case for pushing empathy up its own agenda.



Senior mediation consultant
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[Leadership] Army Doctrine Reference Publication ADRP 6-22 (FM 6-22) Army Leadership

[Leadership] Army Doctrine Reference Publication ADRP 6-22 (FM 6-22) Army Leadership | Empathy in the Workplace | Scoop.it

 Army Leadership Competent, Confident, and Agile

https://www.fas.org/irp/doddir/army/fm6-22.pdf 


Chapter 4 LEADER 

2 Empathy........................ 4-9


the Army leader to build high-performing and cohesive organizations able to effectively project and support landpower. It also creates positive organizational climates, allowing for individual and team learning, and empathy for all team members, Soldiers, civilians, and their families.


2-15. Three major factors determine a leader’s character: values, empathy, and the Warrior Ethos. Some characteristics are present at the beginning of the leader’s career, while others develop over time through additional education, training, and experience.

4-4. Character is essential to successful leadership. It determines who people are and how they act. It helps determine right from wrong and choose what is right. The factors, internal and central to a leader, which make up the leader’s core are—

    Army Values.

    Empathy.

    Warrior Ethos.


EMPATHY


4-42. Army leaders show a propensity to share experiences with the members of their organization. When planning and deciding, try to envision the impact on Soldiers and other subordinates. The ability to see something from another person’s point of view, to identify with and enter into another person’s feelings and emotions, enables the Army leader to better care for civilians, Soldiers, and their families.


4-43. Competent and empathetic leaders take care of Soldiers by giving them the training, equipment, and all the support they need to keep them alive in combat and accomplish the mission. During wartime and difficult operations, empathetic Army leaders share the hardships with their people to gauge if their plans and decisions are realistic. Competent and empathetic leaders also recognize the need to provide Soldiers and civilians with reasonable comforts and rest periods to maintain good morale and mission effectiveness. When a unit or organization suffers injuries or death, empathetic Army leaders can help ease the trauma and suffering in the organization to restore full readiness as quickly as possible.


4-44. Modern Army leaders recognize that empathy also includes nourishing a close relationship between the Army and Army families. To build a strong and ready force, Army leaders at all levels promote self sufficient and healthy families. Empathy for families includes allowing Soldiers recovery time from difficult missions, protecting leave periods, permitting critical appointments, as well as supporting events that allow information exchange and family teambuilding.


4-45. The requirement for leader empathy extends beyond civilians, Soldiers, and their families. Within the larger operational environment, leader empathy may be helpful when dealing with local populations and prisoners of war. Providing the local population within an area of operations with the necessities of life often turns an initially hostile disposition into one of cooperation.


B-35. To improve leader counseling skills, follow these general guidelines:

Display empathy when discussing the problem.


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EMPATHY: A True Leader Skill

EMPATHY: A True Leader Skill | Empathy in the Workplace | Scoop.it

by Lieutenant Colonel Harry C. Garner, U.S. Army, Retired


ABSTRACT

The article discusses empathy and why it is an important leadership characteristic that builds relationships of trust between superiors and subordinates, in the military and elsewhere. Relevant concepts in personal and professional development from writers such as Robert Goffee and Gareth R. Mitchell, Matt Broaddus, and Steven Covey are discussed.


 A True Leader Skill
http://usacac.army.mil/cac2/cgsc/repository/dcl_GarnerArticle.pdf 
To lead successfully, a person must demonstrate two active, essential, interrelated traits: expertise and empathy. In my experience, both of these traits can be deliberately and systematically cultivated; this personal development is the first important building block of leadership. —William G. Pagonis, Leadership in a Combat Zone

IN HIS CLASSIC 1991 Harvard Business Review article, “Leadership in a Combat Zone,” Lieutenant General Gus Pagonis outlines a path to effective leadership by focusing on the development of two fundamental leadership traits: expertise and empathy. There is little disagreement among military professionals that leaders must be proficient at systems management. But what about empathy? How did empathy, a word that conjures preconceptions of excessive sensitivity and interpersonal emotional connectivity, become a building block of leadership?

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


KEY TAKEAWAYS FROM ARTICLE

COL FRED TAN

http://j.mp/1zA3du4

Related to Servant Leadership is the subject of Empathy - the capacity to recognise emotions that are being experienced by others. This month, I would like to share an article by LTC (Ret) Harry C. Garner titled, “Empathy – A True Leader Skill”. In the article, LTC (Ret) Garner shared that leaders who harness the power of real empathy will foster better communications, tighter cohesion, stronger discipline, and greater morale in their units.





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[Leadership] The Heart of Effective Leadership: How empathy can make you a successful leader.

[Leadership] The Heart of Effective Leadership: How empathy can make you a successful leader. | Empathy in the Workplace | Scoop.it
Back in the 1950’s Carl Rogers identified three characteristics that psychotherapists should possess: warmth, genuineness, and empathy. Considerable research supported Rogers’ idea.


Regardless of the therapeutic orientation of the therapist, these three variables facilitated clients making positive changes. Building a positive relationship with the client has been viewed as an important part of effective psychotherapy. Over time, this concept has been included in, and adapted for, a variety of therapeutic approaches....


How can leaders be more effective?

  1. By listening to staff. When a leader seeks input from various levels within an organization, this helps staff feel valued.
  2. By reflecting back to staff what has been said.
  3. By using positive communication whenever possible. By acknowledging individual and group accomplishments, a leader builds a “positive balance” in the “emotional bank account” of staff, thus helping everyone feel more invested in the organization.


by Barbara Markway,
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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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Old School Empathy is Still “In” for Agent / Customer Interactions

Old School Empathy is Still “In” for Agent / Customer Interactions | Empathy in the Workplace | Scoop.it

Make a list of empathy benefits with your agents and discuss
You may already have something like this as a part of your training or you may need to create. Review these benefits during coaching with your experienced and new agents to make sure they are in agreement:


  • Prevents many escalations and complaints
  • Negative social media blasts avoided
  • Customer easier to communicate with
  • Positives back from customers
  • Retains customers which means continued revenue for the company, center and employee opportunities
  • Increases sales opportunities
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Currency of Empathy Blog: Organizatonal Empathy and Innovation

Currency of Empathy Blog: Organizatonal Empathy and Innovation | Empathy in the Workplace | Scoop.it

Jackie Acho

https://currencyofempathy.wordpress.com


Innovation requires change, which is hard for human beings even when it’s good. Change brings fear, loss, frustration, and even rewiring of our brains


Empathy helps us move through all of this, as well as fuels our willingness and desire to celebrate success together.


True inclusion requires being able to hear what others contribute, and that they feel safe and able to communicate disparate views. Inclusion starts with valuing rather than judging each human being. Think about the groups in which you feel safe to be yourself and say what comes to mind. The currency of empathy is flowing there.

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The limits of empathy for an executive

The limits of empathy for an executive | Empathy in the Workplace | Scoop.it

Our findings suggest that decades’ of prior research failed to reveal how empathy can turn into a liability for an executive—particularly when it’s not accompanied by other components of EQ. Empathy must be accompanied with other social-behavioral skills in order to be an asset.  


James Lewis,


Executive Insights The limits of empathy for executives

report http://www.kornferryinstitute.com/sites/all/files//documents/briefings-magazine-download/The%2 0limits%20of%20empathy%20for%20executives.pdf 

Too much empathy can be a liability for an executive— particularly if it’s not balanced out by other components of emotional intelligence. A Korn Ferry study of 2,000 C-level executives found that those who overemphasize empathy are among the least engaged leaders and at high risk of derailing.

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The limits of empathy for an executive

The limits of empathy for an executive | Empathy in the Workplace | Scoop.it

Our findings suggest that decades’ of prior research failed to reveal how empathy can turn into a liability for an executive—particularly when it’s not accompanied by other components of EQ. Empathy must be accompanied with other social-behavioral skills in order to be an asset.  


James Lewis,


Executive Insights The limits of empathy for executives

report http://www.kornferryinstitute.com/sites/all/files//documents/briefings-magazine-download/The%2 0limits%20of%20empathy%20for%20executives.pdf 

Too much empathy can be a liability for an executive— particularly if it’s not balanced out by other components of emotional intelligence. A Korn Ferry study of 2,000 C-level executives found that those who overemphasize empathy are among the least engaged leaders and at high risk of derailing.

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Can We Learn to Be More Empathic?: An excerpt from Empathy: Why it Matters and How to Get It

Can We Learn to Be More Empathic?: An excerpt from Empathy: Why it Matters and How to Get It | Empathy in the Workplace | Scoop.it
Adding together this accumulation of evidence and insights from psychology, evolutionary biology, and neuroscience, there is little doubt that we are social creatures defined by our capacity to empathize. Accompanying our self-seeking Hobbesian side is our Vulcan other half. We are both serpents and doves.

But there may be a niggling worry at the back of your mind, which is whether it really is possible to become more empathic and expand your ability to look through other people’s eyes. Might your empathic capabilities be fundamentally limited by the kind of brain you happened to be born with? Or what if you didn’t receive enough nurturing care as an infant to develop deep empathic sensitivity?


By:  Roman Krznaric

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Leadership in a Combat Zone

Leadership in a Combat Zone | Empathy in the Workplace | Scoop.it

by lieutenant general William G. Pagonis  U.S. Army 


Whether you’re running a company or feeding, clothing, and equipping an army, the bedrock principles of leadership don’t change: Know your stuff and listen hard, and your troops will fight like lions for you.


Expertise and Empathy

...Owning the facts is a prerequisite to leadership. But there are millions of technocrats out there with lots of facts in their quivers and little leadership potential. In many cases, what they are missing is empathy. No one is a leader who can’t put himself or herself in the other person’s shoes. Empathy and expertise command respect.

 ...I could perpetuate the cycle or I could act in the spirit of empathy, based on my vivid recollection of what it felt like to get knocked around. 


=================================

Empathy was an absolutely vital quality in the context of the Gulf War. We asked ourselves constantly: What do the other people on our team need? Why do they think they need it, and how can we give it to them?

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IT Stress: Management, Empathy, And The Kindness Of Strangers

IT Stress: Management, Empathy, And The Kindness Of Strangers | Empathy in the Workplace | Scoop.it
Stress makes us more likely to forget how the other guy feels, which is not good for the modern IT department.


In other words, have a little empathy for your team.Make them happy when you need them happy the most, and they'll put their best foot forward when you need them cooperating the most. What do you think? Is empathy an important part of your management tool belt? How do you de-stress your IT team? Do you think your team could use a little more empathy for the strangers inside and outside of your company? 


David Wagner

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