Empathy in the Workplace
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Empathy in the Workplace
International News about Empathy in the Workplace - for more see CultureOfEmpathy.com
Curated by Edwin Rutsch
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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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Christina's comment, July 14, 2011 5:25 AM
You’re on top of the game. Thanks for shraing.
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Why Business Leaders Need to 'Tune in' to Their People

Why Business Leaders Need to 'Tune in' to Their People | Empathy in the Workplace | Scoop.it
'Tuning in' means empathy, the ability to see things from another's perspective. Do you have this vital skill?

 

Consider, too, that empathy really matters when businesses are in transition.

 

When we’ve advised on mergers, we often see risks if the acquirer's management team does not truly understand the acquiree's culture: A merger can fail as the result of key talent leaving once non-compete deals expire.

Conversely, empathy can produce better, easier, faster transactions and transitions.

 

CHRIS PIERCE-COOKE

 

 

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Obama’s failure of leadership, empathy as America’s cities burn

Obama’s failure of leadership, empathy as America’s cities burn | Empathy in the Workplace | Scoop.it

The anger is real among the black community and, as a white suburban mom, I can only watch from afar, feeling helpless and praying for peace, wisdom and clarity in these communities. I think of the black single mother living in the inner city, praying that her child can make it safely to school because she is worried about crime in her neighborhood.

We need to find common ground and civility between black communities and law enforcement, and let us hope each side can show empathy in these turbulent times. Where is the much-needed dialogue, the calming forces and the unsung heroes who can address the problems and come up with solutions?

 

By Mercedes Schlapp 

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Why Empathy Really Matters  

DDI CEO Tacy Byham and SVP Rich Wellins weigh in on why empathy tops the list of skills that will drive leadership performance.

To learn more about the link between empathy and leadership performance visit: http://www.ddiworld.com/hirezleadership
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Marketing with Strategic Empathy Provides The Next Level of Customer Acquisition

Marketing with Strategic Empathy Provides The Next Level of Customer Acquisition | Empathy in the Workplace | Scoop.it
"Marketing with Strategic Empathy: Inspiring Strategy with Deeper Consumer Insight" helps marketers who want to dig deeper into understanding their customer's brain.

 

Using a four-phase process that immerses a business in the customer's world, the book shows why surveys and Big Data only go so far in marketing. The book also details how to use the insights from this four-phase process into a continually adapting competitive strategy.

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Empathy - A Critical Element Of An Engaged Workplace

Empathy - A Critical Element Of An Engaged Workplace | Empathy in the Workplace | Scoop.it

Have you taken the time to assess the level of empathy in your organization? Perhaps you are struggling to understand exactly what it means to be empathetic, or maybe you assume empathy is for the weak?

 

All the vagueness or misconceptions surrounding the importance of empathy should be clarified in order to truly see how your organization can benefit.


In this 30 minute Webcast Replay you will learn:

  • What empathy is and what it isn’t
  • A 5 point scale for assessing your own empathy level
  • What happens when managers lack empathy
  • Why this is an issue for organizations right now
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Increasing Customer Empathy from Day One | UX Booth

Increasing Customer Empathy from Day One | UX Booth | Empathy in the Workplace | Scoop.it
In response to this issue, the HR, customer service, and UX teams have developed some additions to an already comprehensive program to help new hires understand Shopify from the perspective of the user.

 

The approach to increasing customer empathy is continually evolving as the company does. Right now, it is composed of three stages.

1. Who are our customers and what do they want?
Most commercial companies exist because they solve a problem for a user...

 

Lynsey Thornton

 

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These Are The Most Empathetic Companies In The World

These Are The Most Empathetic Companies In The World | Empathy in the Workplace | Scoop.it

Corporate empathy. It’s tough to imagine two words that could relate to each other less, yet Belinda Parmar, CEO of the U.K.-based consultancy Lady Geek, insists that it’s not an oxymoron. Rather, Parmar writes in Harvard Business Review, not only can large consumer-facing organizations be empathetic, but it "is a hard skill that should be required from the boardroom to the shop floor."

Empathy—the ability to have a cognitive and emotional understanding of others’ experiences—has long been relegated to the domain of less tangible tools that are as difficult to define as they are to quantify. Parmar contends that not only can empathy be measured, but a company’s empathy quotient can be used to reveal strengths and weaknesses, as well as where they stand among competitors.

 

LYDIA DISHMAN

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The Business Value of Customer Empathy

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

Posted by steve.perry

 

WDHB requested that we speak to ThyssenKrupp on the subjects of customer-centricity and customer empathy, and that we craft a customer empathy workshop exercise. 

Leveraging empathy, design, and technology to improve customer experiences are concepts we have advocated for many years at Macquarium, and we happily offered to:

Explain the Value of Customer Empathy

  • Illustrate Key Techniques for Gaining Customer Empathy 
  • Immerse ThyssenKrupp Executives in an Empathy-Generating Exercise
  • Show How Empathy-based Techniques Are Applied in Practice

 

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(Empathic leadership) Why Empathy Makes for Stronger Organisations

(Empathic leadership) Why Empathy Makes for Stronger Organisations | Empathy in the Workplace | Scoop.it

Empathetic leaders

Like this CEO, there are many (often successful) people in organisations who are direly lacking in empathy. Some executives are quite narcissistic. Self-centered as they are, they may find it difficult to put themselves in other people’s shoes. Other executives may have sociopathic traits. They project an air of sincerity, but in reality they feel nothing, and are fine with that. Some people even turn empathy into a destructive force, using their keen sense of a person’s emotional state to manipulate or destabilize him or her. Many more people, like the CEO, are wary of the chaos that might ensue if “personal feelings” were acknowledged. But behaving in these ways in our increasingly network-oriented society comes with a steep price.

Empathic executives are better at managing relationships. They establish safe environments in which people can express hopes and fears. Because it is “contagious,” empathy contributes to better negotiation, collaboration, and conflict resolution.

 

Empathy plays an important role in effective team formation. When the expression of empathy is part of a company’s culture, its stress level will be lower. All of these advantages lead to a more committed workforce with a greater motivation to perform beyond expectations.

 

 Manfred Kets de Vries, INSEAD Distinguished Clinical Professor of Leadership Development & Organisational Change 

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How to Exercise Your Empathy Muscle at Work: Empathy is hailed as a corporate cure-all. But what is it and how do you build it?

How to Exercise Your Empathy Muscle at Work: Empathy is hailed as a corporate cure-all. But what is it and how do you build it? | Empathy in the Workplace | Scoop.it

It’s tempting to dismiss empathy as the latest corporate buzzword…until you look at the numbers.

 

Last year, the top 10 companies in the Global Empathy Index—blue-chip firms like Facebook, Disney and Apple—increased in value more than twice as much as the bottom 10 and generated 50 percent more earnings. The connection seems clear: Caring in business is good for the bottom line.

 

But what does it really mean to be empathetic in business? And, more importantly, how do you cultivate the kind of genuine empathy that gives you a business edge. Here’s my perspective from the front lines of a growing company.

 

What is customer empathy, anyway?


By Caren Maio 

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Oprah Winfrey Quote: “Leadership is about empathy.”

Oprah Winfrey Quote: “Leadership is about empathy.” | Empathy in the Workplace | Scoop.it

Oprah Winfrey Quote: 

Leadership is about empathy.

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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
At the core leadership is ultimately about others. It means inspiring them to take actions beyond their capabilities, leading them in a direction that is compelling and inspiring. And empathy is the foundation of those actions.


Here are six simple ways that empathy can make you into the best leader you can be:


1. Empathy creates bonds...

2. Empathy gives insight....

3. Empathy teaches presence:..

4. Empathy guides understanding:...

5. Empathy sharpens people skills...

6. Empathy cultivates better communicator...

 

- Lolly Daskal | Leadership

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6 tips to practice empathy and improve customer experience

6 tips to practice empathy and improve customer experience | Empathy in the Workplace | Scoop.it
Practice proactive empathy. Use automation to monitor your product for errors and frustrating interactions (for example, episodes of rage clicking), then proactively reach out to the customer to provide help, and express empathy, before they've even asked for it.
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Talking with Strangers:  new book encourages us to scale the “empathy wall” to understand Trump supporters

Talking with Strangers:  new book encourages us to scale the “empathy wall” to understand Trump supporters | Empathy in the Workplace | Scoop.it

A new book encourages us to scale the “empathy wall” to understand a segment of Trump supporters

 
 

There are many theories and explanations for the rise of Donald Trump and the current incarnation of white right-wing populism. 

A deeper understanding—and an invitation to scale the “empathy wall”—comes from veteran sociologist Arlie Russell Hochschild in her new book, Strangers In Their Own Land: Anger and Mourning on the American Right.  The book is, as its second subtitle suggests, “A Journey to the Heart of Our Political Divide.” 

"An empathy wall is an obstacle to deep understanding of another person, one that can make us feel indifferent or even hostile to those who hold different beliefs or whose childhood is rooted in different circumstances."
—Arlie Hochschild, sociologist and author


In Strangers, Hochschild spends over five years embedded with Louisiana Tea Party activists, including families that have suffered from environmental disasters at the hands of chemical and petroleum companies.

 

by Chuck Collins

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Claire Brooks' New Book: Marketing With Strategic Empathy - YouTube

In this clip President of Model People Inc., Claire Brooks, introduces us to her new book: Marketing With Strategic Empathy.
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Is Empathy Boss? The science behind soft skills—What really drives performance?

Is Empathy Boss? The science behind soft skills—What really drives performance? | 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.

 

Download PDF

Empathy Still Matters: In Every Way 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.

http://www.ddiworld.com/DDI/media/trend-research/hirezleadership-findings/hirezleadership_is-empathy-boss_finding_ddi.pdf?ext=.pdf

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Customer Service Incompetence: Empathy Only For Tears 

Customer Service Incompetence: Empathy Only For Tears  | Empathy in the Workplace | Scoop.it

People Withhold Empathy Until They See Tears Because …

  • They are not listening to customer’s words and tone of voice. They are too busy reading from a script and stating procedures.
  • They feel overwhelmed by current work conditions. Instead of focusing on customer’s stress, they are focusing on their own.
  • Leadership has told them to enforce procedures. Leadership has failed to say that procedures are a guide not a big bat.
  • They don’t like themselves or their jobs. They are thinking of the customer as someone who makes their lives difficult.
  • They have low intuition and/or low emotional intelligence. It’s not until the customer becomes very upset that they see the human need.
  • Leadership has not trained staff in how to develop and show empathy. 

 

by Kate Nasser |

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(Empathic Leadership) Want To Be A Leader? Start With Empathy

(Empathic Leadership) Want To Be A Leader? Start With Empathy | Empathy in the Workplace | Scoop.it

A study released earlier this summer found that 60 percent of CEOs viewed their organizations as empathetic. At the same time, only 25 percent of employees viewed their employers as empathetic. This is a wide disconnect between management and employees.


Businessolver's Workplace Empathy Monitor found that nearly a third of employees believe employers care primarily about profits and less about them. "Businessolver Data Reveals Only One-in-Four Employees View the Workplace as Empathetic," www.prnewswire.com (Jun. 29, 2016.)


The same report identifies behaviors associated with positive workplace empathy:

  • Treating employees well
  • Listening to customer needs and feedback
  • Maintaining ethical business practices
  • Caring about employees' mental and physical health

 

The Workplace Empathy Monitor report also revealed that almost half of employees polled said they were willing to work longer hours for an employer that shows empathy.

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Empathy is the secret to hospitality customer service - and sales

Empathy is the secret to hospitality customer service - and sales | Empathy in the Workplace | Scoop.it
Staff empathy helps create an enjoyable guest experience and motivates them to write a positive review -­ both of which affect revenue.

When we think about customer service, our thoughts go first to handling complaints, but much more is involved. All interaction with a guest is, in reality, ‘serving the customer’. It includes anything from booking a meal in the hotel restaurant to offering advice on where to shop locally.

The difference between a guest’s perception of service as perfunctory or as excellent hinges on the attitude of the staff. Exceptional service is provided by those who don’t only attend to the request or complaint, but who also empathize with the guest.
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Empathy training course helping YMCA executive director relate better to employees - Toshiba

Empathy training course helping YMCA executive director relate better to employees - Toshiba | Empathy in the Workplace | Scoop.it

But in April, Gibson, executive director of three Pittsburgh YMCAs, took a five-hour crash course on leading with empathy. He says it turned him from a no-nonsense manager into an understanding, caring leader.

And as a result of the training, the 48-year-old said the programs he runs are on pace for record membership. He relates better to his employees, which has made them more productive.

"My whole demeanor has changed," he said. "It's made me a better man."About 20 percent of employers in the United States offer empathy training for managers, a jump from 10 years ago, reports the Wall Street Journal. LinkedIn, Tesla Motors, Cisco Systems Inc. and Ford Motor Co. are among the growing number of firms to have invested in empathy training.

 

BY MATTHEW GUTIERREZ

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The empathic enterprise: What are your balance points?

The empathic enterprise: What are your balance points? | Empathy in the Workplace | Scoop.it

Toward the empathic enterprise—the digital humanist manifesto

In the second half of the book, Brown focuses on developing a framework for becoming an empathic enterprise. Do not expect a blueprint. In leadership development fashion, Brown asks a series of questions designed to help managers develop the blend of digital humanism:

  • How do managers need to start thinking about this challenge?
  •  Where do you start?
  • What questions do you need to ask your people? … yourself?
  • How will you know if works?
  • How will measure the impact?
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(Empathic Leadership) Forbes: 6 Powerful Traits Of People Who Inspire Others To Become Their Best 

(Empathic Leadership) Forbes: 6 Powerful Traits Of People Who Inspire Others To Become Their Best  | Empathy in the Workplace | Scoop.it
Millions of people want to make a big difference, but can they? Here are 6 critical traits of those who inspire others.

 

They have deep empathy for others

In my former work as a therapist and now as a coach, I’ve seen that millions of people around the globe have suffered at the hands of narcissists, or from mentally disordered or morally-corrupt individuals — either in their families, upbringing, or in their professional lives.

 

In my view, the most crushing aspect of narcissistic behavior is the total lack of empathy.

 

It’s very scary (and damaging) to be in relationship with someone who is totally incapable of empathy, because they’ll do anything to you and against you without remorse. They simply cannot put themselves in your shoes or understand or accept what you feel.

 

On the flip side, those who inspire us to be better are fully capable of experiencing empathy, and they openly express their ability to understand our personal “stories” and who we really are and what we feel, deep down.  

 

 Kathy Caprino

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DareDo's curator insight, July 25, 2:47 AM
The incredible virtue of empathy and compassion...

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How to Exercise Your Empathy Muscle at Work: Empathy is hailed as a corporate cure-all. But what is it and how do you build it?

How to Exercise Your Empathy Muscle at Work: Empathy is hailed as a corporate cure-all. But what is it and how do you build it? | Empathy in the Workplace | Scoop.it

It’s tempting to dismiss empathy as the latest corporate buzzword…until you look at the numbers.

 

Last year, the top 10 companies in the Global Empathy Index—blue-chip firms like Facebook, Disney and Apple—increased in value more than twice as much as the bottom 10 and generated 50 percent more earnings. The connection seems clear: Caring in business is good for the bottom line.

 

But what does it really mean to be empathetic in business? And, more importantly, how do you cultivate the kind of genuine empathy that gives you a business edge. Here’s my perspective from the front lines of a growing company.

 

What is customer empathy, anyway?


By Caren Maio 

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Why Empathy is Important in the Workplace - Craig Dowden, PhD at Imagine Your Workplace Conference 

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(Empathy @Work) The Empathic Enterprise

(Empathy @Work) The Empathic Enterprise | Empathy in the Workplace | Scoop.it

For many enterprises today, technology is quietly sabotaging the social compact that underpins internal and external success.

 

Technological innovation and relentless cost cutting have pushed the communication pendulum toward an unhealthy co-dependence with IT, eroding personal engagement, aggravating virtual distance, and undermining strategic alignment.

 

'The Empathic Enterprise' sounds the alarm around technology overload and provides a roadmap for improved partnering between humankind and machines, tracing their historical, symbiotic relationship and underlining the urgency of achieving better balance.

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