Empathy in the Wo...
Follow
Find
22.0K views | +15 today
Empathy in the Workplace
International News about Empathy in the Workplace - for more see CultureOfEmpathy.com
Curated by Edwin Rutsch
Your new post is loading...
Your new post is loading...
Rescooped by Edwin Rutsch from Empathy and Compassion
Scoop.it!

7 Keys to Organizational Empathy to Enhance the Customer Experience

7 Keys to Organizational Empathy to Enhance the Customer Experience | Empathy in the Workplace | Scoop.it

Great presentation by Bruce Temkin during the VoC (voice of the customer) Fusion Conference. Bruce shared his path for organizations to achieve organizational empathy. 


Organizational empathy is a commitment by companies that they will work towards developing a deeper understanding of their customers’ needs, and they will use this knowledge to serve those needs better.


Bruce proposes seven keys to unlock organizational empathy:


1. Talk about customer emotions...

2. Look at the journey, not just interactions....

3. Interact regularly with target customers...

4. Provide a strong sense of purpose.... 

more...
No comment yet.
Rescooped by Edwin Rutsch from Empathy and Compassion
Scoop.it!

COMANDS: Seven Skills/Traits of Effective Leadership

COMANDS: Seven Skills/Traits of Effective Leadership | Empathy in the Workplace | Scoop.it

Mindful Awareness practices and trainings have spread widely with great implications for effective leadership. So many leadership models talk about "what to do" and "how to achieve" goals or "how to influence" people to follow them.


more...
No comment yet.
Rescooped by Edwin Rutsch from Empathy and Compassion
Scoop.it!

Empathy: The Key to Finding and Growing Better Business Relationships

Empathy: The Key to Finding and Growing Better Business Relationships | Empathy in the Workplace | Scoop.it
Empathy is one of the most important parts of understanding your audience. We can't expect to resonate with customers unless we understand their behaviors


How are you connecting with your audience?

I’ll admit that empathy is not generally associated with business. As time goes on, however, the importance of connecting with your customers on a deeper emotional level is becoming more and more evident.


Empathy is one of the most important parts of a larger conversation about the emotions of buyers and the need for brands to be human.


After all, we cannot expect to resonate with our audience unless we first understand who they are and what’s important to them.


by Anton 

more...
No comment yet.
Rescooped by Edwin Rutsch from Empathy and Compassion
Scoop.it!

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...
more...
No comment yet.
Rescooped by Edwin Rutsch from Empathy and Compassion
Scoop.it!

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.


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

designing services to walk in the shoes

of potential service users

===========

more...
Miklos Szilagyi's curator insight, May 1, 10:49 PM

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

Rescooped by Edwin Rutsch from Empathy and Compassion
Scoop.it!

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. 
==========


more...
No comment yet.
Scooped by Edwin Rutsch
Scoop.it!

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?


more...
No comment yet.
Scooped by Edwin Rutsch
Scoop.it!

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,”

more...
No comment yet.
Scooped by Edwin Rutsch
Scoop.it!

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?”

more...
No comment yet.
Scooped by Edwin Rutsch
Scoop.it!

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


more...
No comment yet.
Scooped by Edwin Rutsch
Scoop.it!

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.


more...
No comment yet.
Rescooped by Edwin Rutsch from Empathy and Compassion
Scoop.it!

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'....

more...
No comment yet.
Scooped by Edwin Rutsch
Scoop.it!

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.

========

more...
No comment yet.
Rescooped by Edwin Rutsch from Empathy and Compassion
Scoop.it!

Empathy, Inc – Contagious Communications

Empathy, Inc – Contagious Communications | Empathy in the Workplace | Scoop.it

A theme that kept emerging among the talk about new technology, cutting edge innovation and emerging behaviour was understanding, respect and empathy.


And I think empathy is being undervalued in business terms. If you’ve been reading Wieden+Kennedy, Portland creative director Dan Hon’s daily newsletter you’ll know empathy is something of a crusade of his. (If you’re not signed up, you should be. It’s excellent.)


Empathy, he argues, should be something embedded into companies from the ground up, and should be part of every interaction between a company and its customers.


by Ed White

more...
No comment yet.
Rescooped by Edwin Rutsch from Empathy and Compassion
Scoop.it!

CEO Swap Part II: How Empathy Affects a Business | Innovation Insights

CEO Swap Part II: How Empathy Affects a Business | Innovation Insights | Empathy in the Workplace | Scoop.it

Have you ever witnessed a company that has managed to embody an attitude so completely that it appears to carry effortlessly throughout all aspects of its business? Empathy is one of those attributes that has a lead role at both SEER Interactive and Moz.


 Their cultures boast more than just top-down affirmations of empathy; these teams rely heavily on trust and feedback to make it work. What follows is a look at how empathy flows freely through their culture, their clients, and their community.


Startup Cultures Under the

Influence of Empathy



BY COREY MCAVEENEY


more...
No comment yet.
Rescooped by Edwin Rutsch from Empathy and Compassion
Scoop.it!

Currency of Empathy: Does Technology Help or Hinder Empathy?

Currency of Empathy: Does Technology Help or Hinder Empathy? | Empathy in the Workplace | Scoop.it

This digital bonanza is freaking us out. What kind of humans are we becoming when our faces are smashed into screens?  Will technology make us a more or less empathetic society? 


Can computers feel love?  The time for hand wringing or opting out is over.  The sooner we realize that we can’t stop this speeding bus -all we can do is try to drive it where it needs to go – the better off we will be.


As much as computers can approximate

  our cognitive functioning, computers

cannot do empathy


By Jennifer Lehner and Jackie Acho

more...
daniel peled's curator insight, May 13, 10:45 PM

המחשבים, אהבה ואמפתי - אפשר?

Scooped by Edwin Rutsch
Scoop.it!

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.

more...
No comment yet.
Rescooped by Edwin Rutsch from Empathy and Compassion
Scoop.it!

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

more...
David Hain's curator insight, April 30, 11:50 PM

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, 7:52 AM

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

Rescooped by Edwin Rutsch from Empathy and Compassion
Scoop.it!

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


more...
No comment yet.
Rescooped by Edwin Rutsch from Empathy and Compassion
Scoop.it!

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,

more...
No comment yet.
Rescooped by Edwin Rutsch from Self-Empathy
Scoop.it!

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?

===========

more...
No comment yet.
Rescooped by Edwin Rutsch from Empathy and Compassion
Scoop.it!

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 

more...
No comment yet.
Scooped by Edwin Rutsch
Scoop.it!

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 

more...
No comment yet.
Scooped by Edwin Rutsch
Scoop.it!

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.

========

more...
No comment yet.
Scooped by Edwin Rutsch
Scoop.it!

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.
more...
No comment yet.