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Training your employees on Sympathy or Empathy? Apple shows the way to success

Training your employees on Sympathy or Empathy? Apple shows the way to success | Empathy in the Workplace | Scoop.it

Have you taught your employees about the “Power of Empathy”? Do they make the difference between “empathy” and “sympathy”?


We came recently across the Apple’s Genius Training Manual which puts a lot of emphasis on “empathy”. There is a special program on the course called “The Power of Empathy”. The manual insists employees should approach customer interaction with empathy not sympathy in bold type.


A friend of ours, Michael Hill from complaintsaregreat.com also recently wrote in a newsletter that the key to handling customer complaints is “empathy” not “sympathy”.


That prompted us to look at the differences

and why people insist so much is empathy,

not sympathy.

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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

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

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

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


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


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


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

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



William Stinnett, Ph.D.

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

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

Practical tips for enhancing your empathy and other leadership qualities:

1. Become an emotional observer....

2. Ask yourself what you are feeling...

3. Listen with your entire nervous system...


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


by Marcia Reynolds 

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Emotional IQ strongest predictor of workplace performance: study

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

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

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

by Sarah Berry

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

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

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

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

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

1. Show them that you’re there for them
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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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(Empathic leadership) Why is empathy becoming a vital skill for leaders ?

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

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


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


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

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

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

Tracy Seed

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

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

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

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

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

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


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


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

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

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


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


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


by Brad Marshland

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