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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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Mindset of speculators? Show no empathy! - YouTube

Watch the full Keiser Report: Saturday In this episode of the Keiser Report, Max Keiser and Stacy Herbert discuss the warning from legendary stock market spe...
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Empathic Design: Empathy Maps: Empathy, not technology, is the mother of innovation

Empathic Design: Empathy Maps: Empathy, not technology, is the mother of innovation | Empathy in the Workplace | Scoop.it

Understanding how people experience the world is key to developing new services.


The Empathy map, based on a template developed by Osterwalder and Pigneur, in Business Model Generation, 2010, enables people commissioning and designing services to walk in the shoes of potential service users, and consider those excluded from current service provision.


You can down load an Empathy Map A2 - it can also be printed at A3 size.


Tools needed – Maps and ‘sharpie’ type pens. Can be done individually or in groups of up to six people. Time – between 30-60minutes.


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designing services to walk in the shoes

of potential service users

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Miklos Szilagyi's curator insight, May 2, 1:49 AM

Very interesting... try the other links as well...:-)))

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Engineering Empathy: Tears and Fears at Dev Bootcamp

Engineering Empathy: Tears and Fears at Dev Bootcamp | Empathy in the Workplace | Scoop.it

Dev Bootcamp, an intensive nine-week coding program in San Francisco’s South of Market district, offers a unique “Engineering Empathy” curriculum.


As the school grows to seven campuses from three this year, it’s hoping that its emotional and culture-fit training will attract students.


Bishay built the empathy program for three reasons:

  • Most projects fail not because of tech, but because of the team, the “human element.”
  • A diverse group of people looking to change careers are signing up for the bootcamp, and the usual “brogrammer” culture would be problematic.
  • And, as a pastoral counselor, he saw an opportunity to coach a needy population.


=====================
Each day, the students complete
a 10-minute empathy-awareness
activity. 
==========


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How To Use Empathy Maps To Make Better Services - Innovation Labs

How To Use Empathy Maps To Make Better Services - Innovation Labs | Empathy in the Workplace | Scoop.it
Empathy maps are a powerful tool for understanding your users and learning how they experience your product, service or a problem you're looking to solve.


Since we published last month’s article on Personas we’ve had a few questions asking what the difference is between personas and empathy mapping.


How Do I Do Empathy Mapping?


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CCAD President Denny Griffith manages with empathy - Columbus - Columbus Business First

CCAD President Denny Griffith manages with empathy - Columbus - Columbus Business First | Empathy in the Workplace | Scoop.it

by Carrie Ghose

CCAD President Denny Griffith has a knack for accomplishing an aggressive agenda while convincing those who make the changes it was their own idea all along.


Griffith told me his management credo boils down to building an open culture, listening and celebrating. Collected from interviews with Griffith and others, here are elements of his leadership style:


Connect: “I manage from a position of empathy,” Griffith said. “It’s a lot more like being a mayor than a CEO. You can’t always give the constituents everything you want, but you can be as transparent as possible.”


“I manage from a position

of empathy,”

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Survey: Most Managers Lack Empathy - Diversity Executive

Survey: Most Managers Lack Empathy - Diversity Executive | Empathy in the Workplace | Scoop.it

Empathy among corporate managers is in short supply, according to a survey of more than 600 employees by talent mobility consulting firm Lee Hecht Harrison.


The survey found that 58 percent of managers fail to show the right level of understanding toward their employees.


Lee Hecht Harrison surveyed 626 workers throughout the U.S. via an online poll asking,


“How would you rate your manager’s

ability to demonstrate empathy

for employee situations?”

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Design and Violence Debate II: Designing Empathy

Design and Violence Debate II: Designing Empathy | Empathy in the Workplace | Scoop.it
The debate motion: "Design's potential to transcend gender boundaries is limitless." Are you for, against, or on the fence?

9:00 Explore empathy


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Seek (Design Company): HUMAN UNDERSTANDING + EMPATHIC ENGAGEMENT + TRANSFORMATIVE IDEAS = LANDMARK INNOVATIO

Seek (Design Company):  HUMAN UNDERSTANDING + EMPATHIC ENGAGEMENT + TRANSFORMATIVE IDEAS = LANDMARK INNOVATIO | Empathy in the Workplace | Scoop.it

EMPATHIC ENGAGEMENT: True engagement leads to lasting connection. But it cannot be attained with reports and quant data. We help companies to gain real insight on their target consumer and open the door to true engagement.  Then, our Studio team, an in-house team of designers and storytellers, brings it all to life.


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Designing with users: an exercise in empathy

Designing with users: an exercise in empathy | Empathy in the Workplace | Scoop.it

Designing products with people, not just for them


We always try to make new products and services with users, not just for them. Again and again, we have seen that this is the best way to ground your own ideas in their needs and behaviours.


Here are a number of tools and techniques we use to do this:


1 - Workshops...

2 - In depth user interviews...

3 - Mapping existing user journeys...

4 - Observations...

5 - Low fidelity sketches...

6 - Live prototypes: ‘sketching with software'....

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Wharton - Why Fostering a Culture of Compassion in the Workplace Matters

Wharton - Why Fostering a Culture of Compassion in the Workplace Matters | Empathy in the Workplace | Scoop.it

For some employees, a typical day at the office might begin with a barrage of work-related questions from impatient colleagues who have been awaiting their arrival.


For others, it might start off with a series of cheerful greetings from co-workers, questions about how their family members are doing or perhaps an offer to grab a quick cup of coffee before the daily work deluge begins.


According to Wharton management professor Sigal Barsade, there is reason to believe that the latter scenario — which illustrates what she refers to as “companionate love” in the workplace — is not only more appealing, but also is vital to employee morale, teamwork and customer satisfaction.


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

“companionate love” in the workplace —
is not only more appealing, but also
is vital to employee morale, teamwork
and customer satisfaction.

========

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AN OVERVIEW OF EMPATHY BASED LEADERSHIP by George Langelett

AN OVERVIEW OF EMPATHY BASED LEADERSHIP by George Langelett | Empathy in the Workplace | Scoop.it

Part 1 – The importance of incorporating empathy into one’s management practices.  


The underlying assumption of empathy-based management is that connection to other people—rather than correction—is required for professional growth and long-term motivation to occur. Therefore, during every interaction with each employee throughout each day, build on your relationships and provide the emotional support required for each person to be engaged and succeed at their jobs.


The goal is to have each employee:

 1. Be productive and enjoy their accomplishments;

 2. Grow both personally and professionally;

 3. Be successful on the job and in life;

 4. Be ethical; and

 5. Become motivated to achieve self-actualization or reach one’s potential in life.


Having employees grow, mature, and reach their potential is in the best interest of the company. Competent, capable, ethical, and committed employees will make any organization successful. And these goals become possible through incorporating empathy into your organization’s management practices. 


========================
And these goals become possible through
incorporating empathy into your
organization’s management practices
=============
George Langelett is a professor of management and economics at South Dakota State University in Brookings, 
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Why Fostering a Culture of Compassion in the Workplace Matters

Why Fostering a Culture of Compassion in the Workplace Matters | Empathy in the Workplace | Scoop.it
Wharton’s Sigal Barsade says demonstrating “companionate love” in the workplace is vital to employee morale, teamwork and customer satisfaction.


Already, though, the research seems to be pointing to a strong message for managers in all industries, Barsade says: tenderness, compassion, affection and caring matter at work. “Management can do something about this,” she says. “They should be thinking about the emotional culture. It starts with how they are treating their own employees when they see them.


 ==========================

tenderness, compassion, affection
and caring matter at work.

========


Are they showing these kinds of emotions? And it informs what kind of policies they put into place. This is something that can definitely be very purposeful — not just something that rises organically.

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Beyond McMindfulness

Beyond McMindfulness | Empathy in the Workplace | Scoop.it

The rush to secularize and commodify mindfulness into a marketable technique may be leading to an unfortunate denaturing of this ancient practice, which was intended for far more than helping executives become better focused and more productive.


Suddenly mindfulness meditation has become mainstream, making its way into schools, corporations, prisons, and government agencies including the U.S. military. Millions of people are receiving tangible benefits from their mindfulness practice: less stress, better concentration, perhaps a little more empathy. Needless to say, this is an important development to be welcomed -- but it has a shadow.


by Ron Purser and David Loy


 perhaps a little more empathy

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Eli Levine's curator insight, March 20, 4:03 PM

If you're using only mindfulness for the sake of attaining corporate profits or higher salaries, it shows how little you actually understand mindfulness and how very unmindful you are.

 

It's about being aware of yourself in the grandest scheme of things, beyond money and beyond your own individual self.

 

It's that simple.

 

And yet so many powerful people don't, won't and/or can't get these basic concepts down.

 

Sad.

 

Think about it.

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What Makes a Leader? Daniel Goleman

What Makes a Leader? Daniel Goleman | Empathy in the Workplace | Scoop.it

Recently I gave a seminar for the top 100 or so leaders of a global manufacturing company, at the invitation of the head of HR. It was their annual leadership development meeting...


I’ve never seen a list of a great leader’s abilities that did not include impactful communication. And that requires empathy – the third domain of emotional intelligence. There are two specific kinds of empathy; one is cognitive empathy, understanding how others think about the world. Once you know their mental models you can put what you have to say in terms that will make most sense to them.


The second kind, emotional empathy, means you can sense immediately how another person feels. This means you can fine-tune what you say so it has a positive impact.


These two kinds of empathy are essential

for rapport and chemistry with

another person. We use them in

all our relationships.

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Approaching Business Through an Empathetic Lens

Approaching Business Through an Empathetic Lens | Empathy in the Workplace | Scoop.it

At Start Empathy we believe everyone can master empathy. It can guide our daily thoughts, words and actions. It can alter our character. And it can also inspire and improve our work.

Last year, 60 Minutes did an interview with David Kelley, CEO and founder of IDEO, the world’s leading innovation and design firm. David Kelley took host Charlie Rose on a tour through his design thinking while entertaining stories of the Apple products on which he and colleague Steve Jobs collaborated. 

What sets Kelley’s business apart and what allows IDEO to flourish is the practice of seeing design through an empathetic lens, making products intuitive and accommodating for consumers.


By Megan Noack

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David Hain's curator insight, May 1, 2:50 AM

Empathy as design inspiration - when you start thinking about others' needs, you affect results as well as relationships!

Barbara Kerr's curator insight, May 1, 10:52 AM

Business doesn't have to be only about making money. Read on!

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Leadership with Empathy | Business Article | MBA

Leadership with Empathy | Business Article | MBA | Empathy in the Workplace | Scoop.it

Empathetic people are superb at recognizing and meeting the needs of clients, customers, or subordinates.


They seem approachable, wanting to hear what people have to say. They listen carefully, picking up on what people are truly concerned about, and respond on the mark. Most of the mistakes that have been made in the world have been through a lack of empathy. If one can identify with someone else and empathize with them, the biggest mistake of repeating mistakes can be avoided. To learn from somebody you need empathy. Empathy in the broadest sense refers to the reactions of one individual to the observed experiences of another.


 =============================

If anybody asks me what is the highest virtue

of an entrepreneur I would say

nothing else but empathy.

Leadership is about empathy

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


by Krutika Parmar


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In A Rapidly Changing Workplace, One Surprising Skill Helps You Stay Adaptable

In A Rapidly Changing Workplace, One Surprising Skill Helps You Stay Adaptable | Empathy in the Workplace | Scoop.it

Tom Monahan serves as the Chief Executive Officer and Chairman of CEB. 


What would you say ‘empathy’ really means for you – personally and professionally – in the course of your life?


Two things in particular: one, we’re a company that has invented a new set of business models over the past 25-30 years. Most of them are built upon working backward from our perception of a need rather than looking forward from something that we knew how to do.


So the first step is to empathize with the needs of the market, and usually if we’re doing our job right, empathize with the higher order needs of the market — asking ourselves not what product or service someone wants, but rather what ambitions do they have, and what do they want to get done?


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

 I think empathy matters a lot from

a talent management perspective

 internally, in leading people.

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


by Joey Katona,

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Video: Do customers need more empathy

Video: Do customers need more empathy | Empathy in the Workplace | Scoop.it

Do customers need more empathy? How do you know?


The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question Do you include the customers’ rating of agents’ empathy to their situation as part of your current quality process?  The e-book contains reflective questions designed to uncover opportunities with Quality Assurance programs within contact centers. Identifying opportunities or detecting weaknesses is a critical step on the journey to elevate your contact center to one of undeniable importance to the organization. Let’s not get too focused on finding answers in a benchmarking report.


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

So how can you determine when

customers need more empathy?

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Christine Generali: Call for Papers: Empathy-Based Systems Design

Christine Generali:  Call for Papers: Empathy-Based Systems Design | Empathy in the Workplace | Scoop.it

An upcoming issue of Cutter IT Journal will explore the application of empathy as the basis of system design.


Suggested topics may include, but are not limited to the following:

  • What opportunities does an empathy-based approach provide?
  • What are the incremental costs and benefits of an empathy-based approach?
  • What are some examples of successes realized by industry leaders who have already leveraged this approach?
  • What are the challenges and impediments to an empathy-based approach?
  • What are the potential applications of an empathy-based approach beyond “core” technology?
  • How is empathy in design different or similar to EQ?
  • What impact does empathy in design have on Change Management as a discipline and as a process step in system implementation?
  • What specific steps within an SDLC might be directly altered using an empathy-based design approach and what would be the overall impact?
  • How does empathy as the basis of design align to brand management?
  • What relevance does empathy have on a customer-centric/customer-connected/customer- collaboration approach to business in the 21st century?


by Christine Generali 

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Code for America Shows How Empathy and Technology Can Improve Government

Code for America Shows How Empathy and Technology Can Improve Government | Empathy in the Workplace | Scoop.it
Technology is definitely key in CfA’s work helping government become more engaging, but there’s also a secret sauce that makes it work – empathy.


These efforts to understand user needs and observe users were basically efforts to empathize with the users, or in other words to “gain empathy to who they are and what is important for them.” As Jacob Solomonputs it: “An empathetic service would ground itself in the concrete needs of concrete people. It’s not about innovation, big data, government-as-a-platform, transparency, crowd-funding, open data, or civic tech. It’s about people.”


======================= 

What the team learned in this process was
that the ideal experience for would be
“direct, empathetic and would meet
clients where they are.”

===========


by  Raz Godelnik 

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Empathy Is The Most Powerful Leadership Tool

Empathy Is The Most Powerful Leadership Tool | Empathy in the Workplace | Scoop.it

Become the other person and go from there is the best piece of coaching advice I ever received, and it applies equally to influence, negotiation...  BY GINNY WHITELAW


 deep empathy conveys its insights in a flash, and our ability to empathize deepens with practice, as we learn to quiet our own inner state...


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

Extending this empathetic approach,
person by person, group by group,
through your world, you can see where
your actions start to be informed
by an ever larger context.

========

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Recommended Reading For Everyon Empathy in Management - Recommended Reading For Everyone

Recommended Reading For Everyon Empathy in Management - Recommended Reading For Everyone | Empathy in the Workplace | Scoop.it


  • Amador, Xavier. I Am Not Sick, I Don’t Need Help. Peconic, NY: Vida Press, 2010.
  • Amen, Daniel G. Making a Good Brain Great. New York: Random House, 2005.
  • Baldoni, John. Great Motivation Secrets of Great Leaders. New York: McGraw-Hill, 2005.
  • Bowlby, John. A Secure Base. New York: Basic Books, 1998.
  • Bruce, Anne and James Pepitone. Motivating Employees. New York: McGraw-Hill, 1999.
  • Ciaramicoli, Arthur P. and Katherine Ketcham. The Power of Empathy. New York: Dutton, 2000.
  • Curran, Andrew. The Little Book of Big Stuff About the Human Brain. Edited by Ian Gilbert. Trowbridge, Wilshire, UK: Crown House Publishing, 2008.
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EmpathyWorks: Strategies for Expressing Empathy by michaelgg

EmpathyWorks: Strategies for Expressing Empathy by michaelgg | Empathy in the Workplace | Scoop.it

Focuses on the value and impact of empathy and related skills, particularly in health care settings. Topics will include clinician-patient communication, patient-centered care, patient activation, health behavior change and clincian-patient relationships.


"So you think you can actually teach empathy to doctors?"


This is a question I have been asked scores of times during my 30+ years as a a medical educator.  And my answer is:


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

"Yes, it is possible to teach empathy

to clinicians, even doctors."

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


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Designing with empathy - Aaron Gustafson at From the Front 2013

Every decision we make affects the way real people experience our products. We’ve all heard the rallying cry for user-centered design, but even those of us who ascribe to that ideal often fall back on our own biases and instincts when it comes to making decisions about how people experience our content and our services.


Sadly, this often means we make decisions we think will be good for our "users"—that anonymous, faceless crowd—rather than actually trying to understand the perspectives, surroundings, capabilities, and disadvantages of the actual people who we are here to serve.


In this session, Aaron Gustafson explores why empathy is a good thing, how empathy empowers creativity, and how we, as a community, can inject more empathy into our work.


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

Aaron Gustafson explores why empathy
is a good thing, how empathy
empowers creativity
=========== 

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Your most important skill: Empathy - Chad Fowler (Benefits of Empathy)

Your most important skill: Empathy - Chad Fowler (Benefits of Empathy) | Empathy in the Workplace | Scoop.it

Empathy is the most important skill you can practice.


It will lead to greater success personally and professionally and will allow you to become happier the more you practice.


- - -- - -



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

Why should you explicitly work to enhance
your ability to empathize
with others?

=========


  • You will be more likely to treat the people you care about the way they wish you would treat them.
  • You will better understand the needs of people around you.
  • You will more clearly understand the perception you create in others with your words and actions.
  • You will understand the unspoken parts of your communication with others.
  • You will better understand the needs of your customers at work.
  • You will have less trouble dealing with interpersonal conflict both at home and at work.
  • You will be able to more accurately predict the actions and reactions of people you interact with.
  • ....
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