Empathy in the Workplace
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Design Thinking for Museums: From Empathy to Innovation

Slides from a half-day workshop I co-led at the 2013 Museum Computer Network conference in Seattle.

 

Design Thinking for Museums: From Empathy to Innovation

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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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Christina's comment, July 14, 2011 5:25 AM
You’re on top of the game. Thanks for shraing.
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(Empathic Leadership) Is Empathy Boss? Empathy Still Matters: In Every Way

(Empathic Leadership) Is Empathy Boss? Empathy Still Matters: In Every Way | Empathy in the Workplace | Scoop.it

No matter what your favorite definition of leadership is (there are 462 million Google® entries), we believe it’s largely dependent on a single ingredient: mastering successful conversations. By the end of each day, leaders likely have had multiple conversations with a range of their constituents. Each of these interactions will collectively determine their ultimate success as a leader.

For more than four decades, DDI has been developing millions of leaders in a set of eight interaction skills. These fall within two broad categories: providing structure to conversations (practical skills) and engaging others (personal skills). While all the skills are critical, we wanted to determine which have the highest impact on overall performance for early stage leaders and whether this conclusion would vary based on the purpose of the conversation.

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(Empathic Leadership) Is Empathy Boss? Empathy Still Matters: In Every Way
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(Empathic Leadership) Forbes: Become A Better Leader Through Self-Empathy

(Empathic Leadership) Forbes: Become A Better Leader Through Self-Empathy | Empathy in the Workplace | Scoop.it

There are many different leadership styles and qualities that make a good leader, but people tend to be most attracted to and influenced by leaders who are empathetic.

 

Start With Self-Empathy

How we feel about and relate to ourselves directly impacts how we relate to the world and interact with others. We tend to place the blame for difficult feelings, such as anger or jealousy, on the actions of other people or our surroundings. Most people assume that our feelings are the result of other people or external circumstances. However, our feelings actually arise based on whether we perceive our needs as being met.

 

When we perceive our basic human needs, including our need to be acknowledged and respected, as being addressed, we're content. When we perceive that they aren't being met, or that they are being under-addressed, that's when feelings of frustration, anger, sadness and jealousy emerge.

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What is the role of empathy in technology — and what should it be?

What is the role of empathy in technology — and what should it be? | Empathy in the Workplace | Scoop.it
DESCRIPTION
Mark Zuckerberg recently acknowledged that Facebook has “a responsibility to do more, not just to connect the world but to bring the world closer together.”


This strategic move comes at a critical point in time, where exponential technological progress begins to raise pressing questions about the future of our collective wellbeing.


In a world defined by relationships and connectivity, have we undervalued empathy as a key skill and currency?


Should empathy be a metric for grounding our technological progress in fairness and humanity?


Join a provocative discussion with social entrepreneurs and technology thought leaders who are asking these very questions and are already taking steps to re-calibrate major systems (like education) with empathy at the center.


Agenda:
6:00pm - 6:30pm Registration and Networking
6:30pm - 6:45pm Introduction by The Hive & Ashoka
6:45pm - 7:45pm Panel Discussion and Q&A
7:45pm - 8:15pm Wrap-up and Networking

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(Empathic Leadership) Why empathy is a core leadership skill

(Empathic Leadership) Why empathy is a core leadership skill | Empathy in the Workplace | Scoop.it
Leaders who inspire us invest in us. They value different perspectives, form authentic connections, and motivate teams to do their best work.

 

Leadership is about relationships.

A Gallup poll asked more than 10,000 Americans the same questions above. If your description is anything like theirs, then the leaders who influence you have more than technical skills; they have a well developed ability to connect with others. The responses revealed four themes:

 

* Human connection drives success....

Empathy is a skill that takes practice....

  - Give yourself a break....

  - Establish empathy as a norm...

 

Interested in cultivating a culture of empathy in your workplace? CivCom provides customized training and resources. 

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(Empathic Marketing) Empathy Is the Secret to Writing That Sells, According to Science

(Empathic Marketing) Empathy Is the Secret to Writing That Sells, According to Science | Empathy in the Workplace | Scoop.it

Can activating mirror neurons make your writing more effective?

 

Writing aimed at driving sales often takes an emotional angle--it taps into feelings of happiness, of sadness, or relief.  It evokes empathy, and makes the reader feel an emotional response that suits the sales objective. Think about recent ads you've seen for pet food. The copy was probably aimed at reminding you of how much you love and adore your pet, right? That's a writer tapping into empathy--which primes you for the sales pitch.

It's like a one-two punch: Activate emotion, present solution.

Empathy and Neuroscience
The reason for that, according to researchers, is because emotional writing impacts intent to buy--and that writing to evoke empathy can be as much as three times more effective. But what causes that emotional response is best described by a neurological process.

 

By Kaleigh Moore

 

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(Empathic Team Building) Dysfunctional Team? It Could Be an Empathy Problem

(Empathic Team Building) Dysfunctional Team? It Could Be an Empathy Problem | Empathy in the Workplace | Scoop.it
Empathy Makes Teams Work
Because empathy is about understanding other people’s perspectives, it enables us to be much, much more effective team members and problem solvers.

...
When team members don’t have enough empathy for each other, it’s hard for them to work collaboratively and find the right path forward. What’s more, a lack of empathy can lead to disagreement, frustration, and ill feelings

 

 BY: GREG WILLIAMS

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(Empathic Marketing) Three Stories of Empathy in Content Marketing

(Empathic Marketing) Three Stories of Empathy in Content Marketing | Empathy in the Workplace | Scoop.it

Empathy starts with a deep understanding of your audience, gained by social listening, interviews, and persona-building. But you can have a deep understanding of your audience and still fail to tell the stories that will engage them. When you use the insight you have to tell a story that resonates, that’s empathy in action.


Here are three types of empathetic stories you can tell in your content, complete with examples from brands who got it right. Note these types of stories all go beyond the intersection of person and brand—they consider people beyond the small data point where they become customers.

 

Put the “Path” in Empathy

Content marketing requires putting the empathy you have for your audience to a constructive purpose. When you empathetically tell the story they need to hear, you can help lead them to the place they need to go. And that place just happens to be—thanks to your smart targeting and thorough research—where your solution is the best answer.

 

How do you put empathy in action in your marketing efforts? Let me know in the comments.

 

Joshua Nite

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good
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(Empathy @ Work) The Empathy Era - with Belinda Parmar and Martin Richards #confed2015  

Belinda Parmar shares her considerable expertise on helping successful organisations use empathy to engage with the public. Belinda is joined by a international hostage negotiator Martin Richards who will offer unique insights on how to build empathy with individuals in the most pressurised of situations.

 

Together, they will consider how these tools and skills can be applied in the NHS to help improve the quality of care and day to day experience of patients.

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(Empathy @Work) Employees willing to work longer, make less money for a more empathetic employer

(Empathy @Work) Employees willing to work longer, make less money for a more empathetic employer | Empathy in the Workplace | Scoop.it
Showing empathy is an important way to advance employee retention, 92% of employees and 95% percent of HR professionals agree in Businessolver’s 2017 Workplace Empathy Monitor study.

Two-thirds of employees (66%) agree employers should express that empathy, the study found, through benefit packages, rather than corporate social responsibility (CSR) programs.
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(Empathic Leadership) Why leaders' empathy is vital to morale and retention

(Empathic Leadership) Why leaders' empathy is vital to morale and retention | Empathy in the Workplace | Scoop.it
When people feel unappreciated, they leave. Empathy results from listening intently to your employees and responding accordingly. Here’s what you, as a boss, should know.
By Harvey Deutschendorf  
 June 15, 2017
 
Increased empathy promotes employees’ well-being, commitment and motivation, increasing the organization’s efficiency, productivity and success. Top executives must realize that greater leader empathy is not simply a soft skill, but rather an essential tool for keeping their organization competitive and successful.
 

OVERVIEW
==============
Summary:
 Discusses the benefits of empathy for leaders
Definition:
  • listening intently
  • responding accordingly
Benefits:
  • - decrease in absenteeism
  • + leadership attribute.
  • +Team building
  • + employee retention
  • + staff engagement
  • + collaboration among team members
  • + job satisfaction
  • + new Ideas and creativity
  • + well-being,
  • + commitment and motivation,
  •  + efficiency, productivity and success.
 Blocks: 
Training:
Author:   
  • Harvey Deutschendorf
  • June 15, 2017
References:

 

 

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(Empathic Leadership) Is Empathy Boss?

(Empathic Leadership) Is Empathy Boss? | Empathy in the Workplace | Scoop.it
Successful leadership is defined by a single ingredient: it’s mastering successful conversations. By looking at the relationship between interaction skills and job performance, it’s easy to see why empathy is so important.
 
“Overwhelmingly, empathy tops the list as the most critical driver of overall performance. It also consistently relates to higher performance in each of the four leadership domains.”
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(Empathic Leadership) High-Resolution Leadership: Is Empathy Boss

(Empathic Leadership) High-Resolution Leadership: Is Empathy Boss | Empathy in the Workplace | Scoop.it

High-Resolution Leadership is a collection of findings that reflects how leadership shapes today's business landscape. Through 18 different lenses focused on leadership, we see everything from how leaders impact financial growth and execute economic turnaround to the ways in which they skyrocket rise to the top.

As the most powerful synthesis of data of its kind, this landmark report includes 15,000 DDI leadership assessment participants ranging from frontline leaders to the C-suite.

“Overwhelmingly, empathy tops the list as the most critical driver of overall performance. It also consistently relates to higher performance in each of the four leadership domains.”

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(Empathic Leadership) Is Empathy Dead? How Your Lack Of Empathy Damages Your Reputation And Impact As A Leader

(Empathic Leadership) Is Empathy Dead? How Your Lack Of Empathy Damages Your Reputation And Impact As A Leader | Empathy in the Workplace | Scoop.it
Empathy is a critical aspect of empowering leadership. Is your lack of empathy hurting you as a leader and a manager?

 

Ever since I studied renowned humanist psychologist Carl Rogers’ groundbreaking work on empathy during my Master’s degree program in Marriage and Family Therapy, I was deeply struck by the power of empathy to improve lives, build meaningful connections, and develop leaders.

 

In my executive coaching work too, I see that empathy is something that we humans today vaguely understand is important, but very few of us have been trained or taught how to cultivate empathy in our lives and work as a daily practice.

 

Kathy Caprino ,

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(Empathic Leadership) How Empathic Concern Helps Leaders in Crisis

(Empathic Leadership) How Empathic Concern Helps Leaders in Crisis | Empathy in the Workplace | Scoop.it
From the research (see below), we know empathy is related to leadership emergence and effectiveness, and empathic leaders have followers who experience less stress and have fewer physical symptoms. Indeed, leaders high in the empathy competency will be more successful at motivating and leading their employees, and helping their employees cope with workplace stresses. They will be more attuned to their customers’ wants, have higher customer satisfaction, and be more innovative.

Empathic Concern in Action…

 

Ann Flanagan Petry is a Positive Organizational Development Consultant, Coach 

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(Empathy @ Work) 7 Benefits of Empathy in the Workplace

(Empathy @ Work) 7 Benefits of Empathy in the Workplace | Empathy in the Workplace | Scoop.it
Let’s get specific. Here’s why empathy in the workplace matters:


1) Empathy is at the core of your mission.
It’s the guiding force behind organizations working to help people. Without empathy, many services that prevent violence, disease, and poverty might fail to exist at all. The ability to understand others' experiences is also vital for businesses committed to delivering high-quality products that meet customers' needs and advance their quality of life. So if empathy is not a priority in service delivery and evaluation, then there might be a disconnect between an organization’s mission and its practices.

 

 2) Empathy boosts productivity...

3) Empathy fuels effective collaboration....

4) Empathy improves cultural competence....

5) Empathy elevates customer satisfaction....

6) Empathy builds leadership....

7) Empathy is a competitive advantage....

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(Empathic Leadership) Practice Leadership Podcast: Empathy Fatigue  

(Empathic Leadership) Practice Leadership Podcast: Empathy Fatigue   | Empathy in the Workplace | Scoop.it
This week, on the EIM Practice Leadership Podcast, Dr. Larry Benz discusses something extremely important that, not only do we all face, but also is normal.  It’s called empathy fatigue.  Each of us, at some point or another, will get burned out in our professions.  This type of burn out isn’t just caused by mundane tasks, as those are necessary, but by not taking enough time to rest.  By not taking enough breaks.  This can, unfortunately, lead to having less empathy for our patients and de-humanizing them.

Larry has some excellent wisdom, advice, and tips on empathy fatigue, how to combat it, and how to re-humanize ourselves and our patients
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(Empathy at Work) Three Steps to Adopt Empathy for Transformation  

(Empathy at Work) Three Steps to Adopt Empathy for Transformation   | Empathy in the Workplace | Scoop.it

Since true transformation is an inside-out process, it requires the emotional and social competency of empathy — creating a mutual connection between people based on understanding how people think, feel, and act.

Let’s clear up three common myths about empathy first.

  • Empathy is not about being soft or nice. It is about being disciplined enough to listen to what really matters to someone by first putting what matters to us aside — temporarily.
  • Second, empathy is not about only listening. Since it is about mutual connection, it is also about having the courage to speak up about what is true for us.
  • Third, empathy is not sympathy. Sympathy happens when we turn our focus to ourselves, instead of remaining curious about what is happening for the other.


f empathy seems too conceptual, think of it as the ability to be curious. Curiosity and judgment cannot exist in the same mental and emotional space within us. When we are intentionally curious, we are exercising our empathy competence. The good news is that everyone already knows how to be curious.

 

 Marie Miyashiro i

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(Empathy @ Work) Empathy: The Solution to Employees’ Engagement Crisis - HR Daily Advisor

(Empathy @ Work) Empathy: The Solution to Employees’ Engagement Crisis - HR Daily Advisor | Empathy in the Workplace | Scoop.it
The Recipe for Empathy
Fostering an empathetic culture isn’t always a seamless process. One of the biggest challenges is closing the “empathy gap”—the difference in how employers and employees define empathy, value it, and demonstrate it. We found that 9 in 10 respondents agree that workplace empathy is important.

Yet, most employees think it’s desperately lacking: Only 49% rate U.S. organizations as empathetic and 85% say empathy is undervalued by U.S. businesses. Further, 80% of employees think that empathy in the workplace needs to evolve, versus 57% of CEOs.

With employee engagement levels steadfastly low and skilled labor in high demand, employers have to do more to recruit and retain top talent, and empathy must be a part of the strategy. Here are three dos and don’ts we’ve found to be successful:
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(Empathy @ Work) Why Lean On just might be the new Lean In

(Empathy @ Work) Why Lean On just might be the new Lean In | Empathy in the Workplace | Scoop.it
And research backs her up:

Research completed by Businessolver, an SaaS-based benefits administration firm, shows that nearly 80% of employees would work more hours and 60% would take a pay cut to work for a more empathetic employer.
  1. The Workplace Empathy Monitor also found that 98% of HR professionals and 92% of employees surveyed said empathetic employers drive retention.
  2. The top 10 companies in the Global Empathy Index 2015 increased in value more than twice as much as the bottom 10, and generated 50% more earnings (defined by market capitalization.)
  3. I know we talk a lot about Millennials and what they look for in a prospective employer. Belinda Parmar, founder and CEO of The Empathy Business, an advocacy agency which publishes the annual 'Global Empathy Index'  and is a leading voice for the inclusion of women in technology, had this to say: 


“Corporate empathy was easy to ignore in the past. But social media and an increasing desire from Millennials for meaning and authenticity at work have turned everything upside down. We, as customers and employees, demand a human face from the companies we interact with. Companies can no longer get away with just providing goods and services. We expect suppliers and employers to deliver their messages with humanity and authenticity — with personality and feeling. In other words, with empathy.”

 

Tara O’Sullivan is the Chief Creative Officer for Skillsoft and SumTotal. 

June 14, 2017

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(Empathy @ Work) Belinda Parmar OBE - Empathy in Business Keynote Speaker 

Belinda Parmar OBE is the CEO of The Empathy Business.

She is the pioneer of the world’s first empathy index, featured in the Harvard Business Review.

Belinda leads a team of empathy geeks that measures and embeds empathy into businesses to make them more profitable.

She is also author of Little Miss Geek and The Empathy Era.
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(Empathc Leadership) How Parents Can Raise Empathetic Leaders In Trump’s America

(Empathc Leadership) How Parents Can Raise Empathetic Leaders In Trump’s America | Empathy in the Workplace | Scoop.it


REVA SETH 11.18.16 5:00 AM
I’ve never been able to sit through a full episode of The Apprentice. President-Elect Donald Trump’s management and communication style flashes me back to my own three-month stint working with a boss like that. It gives me an instant migraine.

But my own reaction isn't just a matter of personal preference. The business world is moving decisively toward management models that conflict with Trump's pugnacious leadership style. Collaboration, active listening, vulnerability, and empathy are all traits companies, recruiters, and hiring managers say they value—and increasingly have a hard time finding....

 

Reading emotional cues, being familiar with the language of emotions, and 'feeling with' the other is what empathy is all about," says Mary Gordon, the founder of the Roots of Empathy classroom program, which has been shown to reduce levels of aggression among schoolchildren. "Parents and teachers have powerful opportunities every day to nurture empathy in children," says Gordon. "They do this when they interact and speak with others, including the child, in an empathic way.

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(Empathy @Work) Businessolver Finds Workplaces Still Lack Empathy

(Empathy @Work) Businessolver Finds Workplaces Still Lack Empathy | Empathy in the Workplace | Scoop.it

Businessolver, a leader in SaaS-based benefits administration technology, today released data that shows American workplaces severely lack empathy, even though a culture of empathy improves employee retention and productivity. The conclusions are from the 2017 Businessolver Workplace Empathy Monitor, an industry-first study of workplace empathy.

 

Released today, the findings reveal that only 49 percent of U.S. employees rate organizations as empathetic. Further, 85 percent believe empathy is undervalued by U.S. businesses, a 5 percent increase from the 2016 data.

While empathy may be challenging to exhibit, business health depends on it, Businessolver finds. The Workplace Empathy Monitor reveals that empathy can foster retention and drive productivity: 77 percent of employees say they’d work longer hours for an empathetic employer, and 60 percent say they would take a lower salary from an empathetic employer. Empathy is particularly critical to Millennials: nearly 80 percent say they would change jobs if their current employer became less empathetic, compared to 66 percent of Baby Boomers. 

 

(May 18, 2017)

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(Empathic Marketing) Why Empathy Marketing Is Your Future 

(Empathic Marketing) Why Empathy Marketing Is Your Future  | Empathy in the Workplace | Scoop.it
Understanding customers—their likes, dislikes, concerns, and sources of joy—is paramount for marketing success but is often elusive. This type of customer centricity requires that marketers pay attention not just to what customers say, but also to their emotions across the customer experience journey.

 

Marketing organizations that rely solely on demographics, life stages, or purchase channels miss an opportunity to build deeper connections with customers.

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 Strengthening Workplace Relationships Through Empathy & Emotional Intelligence  

Gaining greater insight into our colleagues’ lives allows decision making to include more purposeful diversity of thought, background, and ways of working. It’s so easy to judge others if you don’t understand them.

 

But if you imagine what it’s like to be in their shoes, it paves the way for more respect, collaboration and team productivity. It may take more time up front, but in the end, having and using emotional intelligence with others allows for a more civil, dynamic, productive and welcoming work environment for employees and customers.

 

 

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