Empathy in the Workplace
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Empathic Leadership: Managing compassionately

Empathic Leadership: Managing compassionately | Empathy in the Workplace | Scoop.it
Of all the management principles I have adopted over the years, either through direct experience or learning from others, there is one I aspire to live by more than any other.

 

Of all the management principles I have adopted over the years, either through direct experience or learning from others, there is one I aspire to live by more than any other.


I say "aspire" because as much as I'd like to do it consistently and without fail, given the natural ebb and flow of day-to-day operations and challenges, and the subsequent range of responses that follow, I find this particular principle harder to practice consistently than others. That principle is managing compassionately.



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

I find this particular principle harder to
practice consistently than others. That
principle is managing compassionately.
============= 


Jeff Weiner

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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

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Empathy Cafe Magazine Front Page
 

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(Empathic Leadership) 4 Tips for Leadership Development to Build Empathy Skills

(Empathic Leadership) 4 Tips for Leadership Development to Build Empathy Skills | Empathy in the Workplace | Scoop.it

A lot of what we talked about and came up with was based on academic research, best practices coming from the consulting world, and the real-world experiences of the participants. Here are four practical tips for leadership development to build empathy toward others:

What does the other person think and feel?...

What is the other person hearing?...

What is the other person seeing?...

What is the other person saying and what is that other person actually doing? (Are they consistent?)

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(Empathic Leadership) How learning empathy can help build better community projects in Africa

(Empathic Leadership) How learning empathy can help build better community projects in Africa | Empathy in the Workplace | Scoop.it

Empathy is one of the most important skills any leader can have. A huge 2015 research project across 38 countries found that empathy makes leaders more effective and their businesses more successful.  

But how do you teach empathy? How can it be cultivated in students who will become leaders in future? And could it be done in a way that foregrounds ancient, indigenous knowledge and practices which might have been sidelined by colonialism?...

 

It’s these kinds of contextual considerations that have informed my work with Unicef in a design thinking programme that focuses on empathy and respecting indigenous knowledge...

 

That’s where instilling empathy comes in: organisations need an empathetic mindset that leads to better understanding not just of what the problem is, but also what caused it in the first place.

 

That’s what informed my ongoing design thinking programme with Unicef. It’s a customised programme that helps train organisations in design thinking. I’m working with Unicef Malawi and some of its partners – and developing empathy forms a big part of the course.

Empathy in design thinking

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(Empathy At Work) ATD 2017 International Conference & Exposition Conference Directory

(Empathy At Work) ATD 2017 International Conference & Exposition Conference Directory | Empathy in the Workplace | Scoop.it
We hear a lot about empathy these days, and many of us consider ourselves highly empathetic people, especially individuals working in healthcare.

 

But what about the times you're overextended, bone-tired, or just aren't feeling it? In this session, we'll focus on empathy as a skill, not just a feeling.

 

We'll practice simple, yet highly effective techniques to authentically demonstrate empathy to patients, customers, co-workers, trainees, direct reports, and even family members.

 

Participants will leave with the ability to deliberately and strategically use empathy to ease tensions, de-escalate high emotions, gain alignment, build relationships, improve outcomes and even save time. No matter what you do, if there are people involved, this session has something for you.

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#EmpathyAtWork - Rewards multiply with workplace empathy

#EmpathyAtWork - Rewards multiply with workplace empathy | Empathy in the Workplace | Scoop.it
Managers who listen to their employees, consider their concerns and adopt a caring attitude see increased morale, productivity and retention. (Partner content)
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(Empathic Leadership) Daniel Goleman: Why self-aware leaders are more productive and effective

(Empathic Leadership) Daniel Goleman: Why self-aware leaders are more productive and effective | Empathy in the Workplace | Scoop.it

What is emotional intelligence and what is its role in leadership? Being emotionally intelligent means being self-aware, leading yourself, being empathetic and managing relationships accordingly.

If you think of the worst and best bosses you’ve ever had, it had nothing to do with their title or degree, but everything to do with the kind of person they were – for example, whether they were emotionally intelligent or not. People want to work for a person who is.

In partnership with the Korn Ferry institute, I developed a 360-degree test that assessed leaders on 12 emotional intelligence competencies, such as empathy, teamwork and having a positive outlook.

 

Hajra Rahim 

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(Empathic Leadership) 7 Reasons Why Introverts Can Be Great Leaders

(Empathic Leadership) 7 Reasons Why Introverts Can Be Great Leaders | Empathy in the Workplace | Scoop.it
1. They listen more than they speak.
Great leaders listen. They listen to what their team and customers have to say. They find out the problems their team and customers are facing and create solutions to help them. Introverts can be great leaders because they listen more than they speak. They have the patience to listen and collect valuable information from other speakers while they are waiting for their turn to speak.

Introverts also love meaningful conversations. They are more likely to find out underlying problems and important feedback from their team and customers when they communicate with them.
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Top 10 Ways to Use Empathy to Support Social Entrepreneurship - Tweak Your Biz

Top 10 Ways to Use Empathy to Support Social Entrepreneurship - Tweak Your Biz | Empathy in the Workplace | Scoop.it
by Emad Rahim

McKinsey recently ran a piece on social entrepreneurship that percolated positively in all corners of global deal-making, from government halls to executive suites at major companies, from hallways of prominent charities to conference rooms of global Non Governmental Organizations.

 

Written by Bill Drayton, the CEO of Ashoka — an organization that identifies and invests in leading social entrepreneurs — the article focuses on empathy, sympathy and the power of collaborative entrepreneurship.

Empathy, both in social entrepreneurship and in the business world, can be a powerful lever to help you reach your goals quickly, improve productivity internally and in multiple-team collaborations, and make your campaign not only cost-effective in the short term, but also efficient in the long run.

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Rediscovering Empathy;  2017 UNESCO Child and Family Research Centre 8th Biennial International Conference June 8th & 9th 

Rediscovering Empathy;  2017 UNESCO Child and Family Research Centre 8th Biennial International Conference June 8th & 9th  | Empathy in the Workplace | Scoop.it

Rediscovering Empathy; Values, Relationships and Practice in a Changing World

Across the globe, the perceived decline in empathy, care and social solidarity is a cause for concern.  Empathy is the ability and/or inclination to understand and experience another’s state or condition and, where appropriate, to respond through supportive actions. 

 

Research has shown that empathy in individuals is essential to healthy social and emotional functioning and contributes to the enrichment of civic society. Conversely, where levels of empathy are compromised, studies have found an increased propensity to engage in anti-social behavior, such as bullying, aggression and offending behaviour. 

 

For practitioners, empathy in direct relationship-based working is increasingly recognised as a cornerstone of good practice in work with children, young people and their families, while for society, there is an urgent need for empathy informed policy and action to address structural inequalities and disparities.

 

The biennial UCFRC conference draws on national and international expertise to explore the concepts of empathy and relationship based working as they relate to policy and practice with children, youth and families.

 

 

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The Empathy Advantage - Speak First

The Empathy Advantage - Speak First | Empathy in the Workplace | Scoop.it
Berkley University defines empathy as “the ability to sense other people’s emotions, coupled with the ability to imagine what someone else might be thinking or feeling”. Since business is personal, and being able to build strong relationships internally and externally is essential, empathy is a must-have skill, not something that’s nice to have. Imagine trying

 

LEARNING OBJECTIVES

By the end of the session participants will:

  • Understand the advantage empathy can bring to business relationships
  • Have increased their understanding of the neurobiology of empathy
  • Appreciate how people respond when others engage them with empathy
  • Have acquired lots of practical techniques they can apply to develop their empathy
  • Know what can get in the way of having empathy and how to overcome this
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Build Customer Empathy by Listening to their Stories 

Build Customer Empathy by Listening to their Stories  | Empathy in the Workplace | Scoop.it
Whenever I start a conversation with someone, I think about how I can best connect with that person. Sharing stories is an excellent way in. Stories not only reveal details about the storyteller, they allow you to connect on an emotional level

 

. In fact, the connection may go even deeper. A study at Princeton found that during storytelling the brain activity in persons listening to a story closely matches that of the person telling it.

 

Demian Borba

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The Science Behind What Really Drives Performance (It's Going to Surprise You)

The Science Behind What Really Drives Performance (It's Going to Surprise You) | Empathy in the Workplace | Scoop.it

Imagine you could have a skill where--in any given conversation with colleagues, clients, or subordinates--you could be keenly aware of, and even experience, their feelings and thoughts.

Sounds like some X-Men-like psychic superpower right? Well, what if I told you that anyone can have this uncanny ability and use its strength and charm to have successful conversations?

Well, you can. The superpower I refer to is called empathy.

But this skill--and it is a learned skill available to anyone--is often misunderstood because there are variations of it. I'll get to the science of it shortly.

How Do You Define Empathy?

 

By Marcel Schwantes

 

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Is SAP Empathy Promise Enough to Regain Customer Trust?

Is SAP Empathy Promise Enough to Regain Customer Trust? | Empathy in the Workplace | Scoop.it
Last year McDermott noted, customers wanted clarity on the roadmaps and a more integrated SAP to the S4/HANA nucleus with the line of business and the network assets that SAP owns. 

“We’re making sure when we keep a promise we deliver a promise and we’re really good for it,” he said. “That’s what empathy is about. Because we can say whatever we want, but if the customer doesn’t feel it, if they don’t see it, it doesn’t matter.”
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SAPVoice: Customers First: Feel The Empathy

Wired for Empathy

Interestingly, although we live in a dog-eat-dog, highly competitive world that sometimes appears focused on personal greed, there is growing scientific evidence that we, as humans, are wired for empathy.

Years ago, scientists studying specific nerve cells in macaque monkeys’ prefrontal cortexes found that that specific cells fired when the monkeys threw a ball or ate a banana. Then they discovered that these same cells fired when a monkey watched another performing these acts - the brain of the monkey observer reacted just as if it had tossed the ball itself.

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(Empathy at Work) Developing Skills to Understand Other People

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

To start using empathy more effectively, consider the following:

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

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

Examine your attitude.
Are you more concerned with getting your way, winning, or being right? Or, is your priority to find a solution, build relationships, and accept others? Without an open mind and attitude, you probably won't have enough room for empathy.
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(Empathy at Work) Why 'systems and empathy' is the future for agencies

(Empathy at Work) Why 'systems and empathy' is the future for agencies | Empathy in the Workplace | Scoop.it

Leadbetter describes 'systems and empathy' as the two categories of ingredients that combine to make brilliant cities:

Systems for process, methods, reliability, scale, efficiencies and uniting disparate components with a common purpose.
Empathy as in affinity, human connection, insight, and rapport - in order to understand, come together, find common ground, share and exchange.


A lack of systems leads to chaos, and a lack of empathy leads to incompatibility, discord, coldness. Perkin's simple chart (below) visualises this dynamic.

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(Empathic Leadership) Why the Empathetic Leader Is the Best Leader

(Empathic Leadership) Why the Empathetic Leader Is the Best Leader | Empathy in the Workplace | Scoop.it
It’s All About Empathy
Sinek says researching his latest book has even changed the way he conducts his own life and business. “The lesson I’m learning is that I’m useless by myself. My success hinges entirely on the people I work with—the people who enlist themselves to join me in my vision. And it’s my responsibility to see that they’re working at their best capacity.”

Empathy—the ability to recognize and share other people’s feelings—is the most important instrument in a leader’s toolbox, Sinek believes. It can be expressed in the simple words, “Is everything OK?”

It’s what effective leaders ask an employee, instead of commanding “Clean out your desk” when he or she starts slacking off. It’s what you ask a client when a once-harmonious relationship gets rocky. “I really believe in quiet confrontation,” Sinek says. “If you had a good working relationship with someone and it’s suddenly gone sour, I believe in saying something like, ‘When we started we were both so excited, and it’s become really difficult now. Are you OK? What’s changed?’

 

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(Empathic Leadership) Why the Empathetic Leader Is the Best Leader
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#EmpathyAtWork - If You Can’t Empathize with Your Employees, You’d Better Learn To

#EmpathyAtWork - If You Can’t Empathize with Your Employees, You’d Better Learn To | Empathy in the Workplace | Scoop.it

Empathy—the ability to read and understand other’s emotions, needs, and thoughts—is one of the core competencies of emotional intelligence and a critical leadership skill. It is what allows us to influence, inspire, and help people achieve their dreams and goals. Empathy enables us to connect with others in a real and meaningful way, which in turn makes us happier—and more effective—at work.

 

Many people mistakenly believe that empathy—like other emotional intelligence competencies—is something you’re born with or not. But it’s not that simple. 

 

Marion Barraud for HBR

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10 companies that are great at empathy

10 companies that are great at empathy | Empathy in the Workplace | Scoop.it
New research suggests that nice guys don't always finish last.

 

The shift in focus towards empathy is good news not just for customers, but for companies as well. The businesses towards the top of this year’s index increased in value twice as fast as those at the bottom, and generated 50% more earnings per employee than the worst performers.

 

They’ve also got a competitive edge when it comes to hiring the best and most talented staff. Increasingly, employees – particularly millennials – are “demanding empathy”, Parmar told us. “And to win the war for talent, businesses must cater to it.” That might explain why most of the leaders in this index regularly appear on lists of most desirable employers.

Empathy is not just for tech firms

If empathy is so good for business, why aren’t more companies following Silicon Valley’s lead? Parmar remains optimistic: it’s taking time, but gradually even the most old-school of companies will get on board.

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Ditch diversity programmes to improve diversity - Empathy is also an easier sell than diversity

Ditch diversity programmes to improve diversity - Empathy is also an easier sell than diversity | Empathy in the Workplace | Scoop.it
The new criterion was based on what we called corporate empathy — because increasing a company’s level of humanity doesn’t just help one minority or another, it raises the bar for everyone. Corporate empathy affects an organisation in a deeper and more universal way than diversity. It’s not just how colleagues treat each other — empathy has an impact on company culture, product design, complaint handling and the very environment we work in. These are cultures that people want to work in, and that increase employees’ sense of belonging.


Empathy is also an easier sell than diversity — it taps into our innate desire to want to play fairly and be treated fairly. This means that companies are far more open to the message, and willing to commit budgets to ensure programmes are sustainable.

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Can You Train Contact Center Agents in Empathy?

Can You Train Contact Center Agents in Empathy? | Empathy in the Workplace | Scoop.it
Empathy Must Be a Core Value in Your Contact Center


Encouraging your contact center agents to deliver empathetic customer service is going to take more than a simple tactic like call scripting. It must go deeper.

 

Why? Because the only script you’re ever going to hear that sounds authentically empathetic is on Broadway. Unless you’re hiring trained actors, the typical agent won’t be able to make a connection with a customer through a canned script.

 

 

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EmpathyLab

EmpathyLab | Empathy in the Workplace | Scoop.it

EmpathyLab is a new organisation
 We’re passionate about the power of stories to build empathy and the power of empathy to make the world a better place 

EmpathyLab is a new organisation. We are incubating an empathy, literature and social action programme for 4-11 year olds. We aim to make a real difference to thousands of children’s lives, story by story.

Our brains are plastic, and with practice 98% of us are capable of becoming more empathetic. A growing bank of neuroscience research shows that literature is a key tool. Our work is inspired and underpinned by the research showing that relating imaginatively to book characters builds real-life empathy skills 
 
We are working with schools, libraries and authors to test this approach:the empathy-building power of reading beautifully illustrated for us by Children's Laureate, Chris Riddell. 

 

I’m delighted that EmpathyLab is exploring new ways of using words and stories to build empathy skills.

Dame Jacqueline Wilson
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Can You Train Contact Center Agents in Empathy?  

Can You Train Contact Center Agents in Empathy?   | Empathy in the Workplace | Scoop.it
Training for Empathy

In a perfect world, you’ve hired only agents who approach the world from a position of empathy that is appropriate to your requirements. But even in that case, you’re going to have to train them how to incorporate empathy into their role.  That comes down to communication.

The customer experience has two sides: the emotional and the logical. The logical wants to know what you’re going to do about their issue.  And most people are really good at this. It is easy to understand and it is easy to train. If this, then that.  So if a part is broken, the agent can order a replacement part. You train them in how to order the right part.

But empathy speaks to the emotional side of the equation – how the customer feels about the interaction, which is just as important and far less straightforward to train.
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Forget Customer Empathy — Do This Instead

Forget Customer Empathy — Do This Instead | Empathy in the Workplace | Scoop.it
Customer service reps are often taught to be empathic, to put themselves in the customer's shoes. But research suggests empathy isn't the skill you're looking for.

Paul Bloom, Professor of psychology and cognitive science at Yale University, makes a case against empathy in his latest book.

 

These are the problems with empathy:

  • Empathy Fatigue....
  • The number bug....
  • Preferential treatments...
  • Distorted judgment...
  • The compassion alternative...
  • A place for customer empathy...

 

Pascal

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Visit Museums to Boost Your Empathy

Visit Museums to Boost Your Empathy | Empathy in the Workplace | Scoop.it
Empathy is overwhelmingly important to success. It’s a skill you have to build, and Greater Good suggests that one way to build it is by visiting museums.

At first glance, museums may seem to be more about educating the public and displaying art or artifacts, but the beautiful thing about them is that they also provide access to perspectives other than our own, from people of all walks of life, time periods, and geographic regions. A few things they offer:
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