Empathy in the Workplace
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Empathy in the Workplace
International News about Empathy in the Workplace - for more see CultureOfEmpathy.com
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Christina's comment, July 14, 2011 5:25 AM
You’re on top of the game. Thanks for shraing.
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(Empathy at Work) Listening with Empathy – Why Does it Matter?

(Empathy at Work) Listening with Empathy – Why Does it Matter? | Empathy in the Workplace | Scoop.it
Mother Teresa once said: “Kind words can be short and easy to speak, but their echoes are truly endless.” In other words, taking time to listen to others, and establish genuine empathy and rapport before we speak, is what we should always be striving to do. In this way our words will consequently be wiser and will echo for longer, in positive ways, on the person to whom we are speaking. Listening with empathy becomes a critical skill, especially for leaders, and we need to practice it a lot more often than we think we have the time to do.

There are 5 steps which everyone can take to become a more empathetic listener:

1. Acknowledge the other person’s feelings and concerns
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The Empathy Economy: Emotional Intelligence in Customer Service

The Empathy Economy: Emotional Intelligence in Customer Service | Empathy in the Workplace | Scoop.it

On the surface, the concepts of empathy, conversations, and emotion seem simple and natural, but the nuances of effective interactions are quite complex. Good communication relies heavily on how words are spoken, not simply the actual words spoken.


Emotional intelligence for better communication..


Human emotion in the enterprise
Understanding emotional subtleties is important for businesses, as customers’ emotional states can have a significant impact on a brand’s success. According to a recent Cogito survey conducted by Frost & Sullivan, 93 percent of consumers say interactions with a customer service agent impact their perception of a company. Further, 80 percent of customers believe a personalized experience is crucial to their satisfaction...

 

Augmenting human empathy with A.I...

Empathy for better business

..

...,By combining the best capabilities of humans and machines, the service industry will be a prime example for how human-aware and human-empowering technology can help brands deepen and evolve trusting relationships with their customers.

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(Empathic Leadership) The 7 Habits Of Highly Effective Transformation Leaders

(Empathic Leadership) The 7 Habits Of Highly Effective Transformation Leaders | Empathy in the Workplace | Scoop.it
1. Be Empathetic
Truly great digital transformation leaders understand how human dynamics—fear, politics, ego, sabotage, and safety—play into people’s feelings about change. They don’t assume their teams see the world their way. Rather, they see how others might perceive things, then “bridges between how they see it and what you’re trying to do,” Solis said.

“It’s not about getting people to follow you. It’s empowering people to lead their own initiatives and collaborate with you and others,” he told CMO.com. “It’s about unification of a bigger movement of getting people to bring about change because they want to—not because they have to.”

Amid all that change, when products and processes are shifting, leaders are tasked with ensuring that they weave humanity into every touch point, said Leesa Wytock, senior director of experience at brand strategy and design firm Siegel+Gale. That’s difficult to do without empathy.

“Empathy is what allows you to get the best work out of your team, it’s what makes you a good partner to work with, and it’s what makes your digital transformations successful,” she told CMO.com. “A lot of user experience work deals with behavioral science and empathy. You need to put yourself in the user’s shoes to get a product or process right.”
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Why Empathy Matters In The Workplace

Why Empathy Matters In The Workplace | Empathy in the Workplace | Scoop.it

Empathy. It’s a quality that is much needed in society and in the workplace. The Oxford Dictionary defines it as the “ability to understand and share the feelings of another”.

But a recent State of the Workplace Empathy study 2018 by Businessolver found that there is a big disconnect between how employees view their chief executive (CEO) in terms of empathy and how CEOs view their own organization: 92% of CEOs reported their organization is empathetic but only 50% of employees say their CEO is empathetic.

 

Karen Higginbottom

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2017 Workplace Empathy Monitor | infographic | Businessolver

2017 Workplace Empathy Monitor | infographic | Businessolver | Empathy in the Workplace | Scoop.it
Businessolver’s second annual Workplace Empathy Monitor studied nearly 2,000 U.S. employees, HR professionals and CEOs to evaluate the state of empathy in American workplaces. And what we found was scary: Despite the big business benefits of empathy, employees and employers alike say their organizations just aren’t empathetic. 

Download Businessolver’s Workplace Empathy Monitor infographic to learn more!
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(Against Empathy) 4 ways empathy can tank your success at work

(Against Empathy) 4 ways empathy can tank your success at work | Empathy in the Workplace | Scoop.it

To be an effective leader, many managers are told to be more empathetic, which means understanding and recognizing other's perspectives and feelings. Studies also note that demonstrating empathy enhances employee engagement, boosts work performance and leads to higher job satisfaction.

It's obvious why this skill is essential to leaders — it's difficult to manage a team that you don't understand. But being empathetic has its drawbacks, according to co-authors Rasmus Hougaard and Jacqueline Carter.

In their book, "The Mind of a Leader," the authors highlight four ways empathy can lead to poor business decisions and ultimately tank your success: It can distort judgement, hamper diversity, become too narrow and lead to distress.

 

  • 1. Empathy can distort your judgement
  • 2. Empathy can hamper diversity
  • 3. Empathy can be too constricting
  • 4. Empathy can be emotionally draining
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What Role Does Empathy Play in the Modern Workplace?  

What Role Does Empathy Play in the Modern Workplace?   | Empathy in the Workplace | Scoop.it
A recent study conducted by Businessolver showed that one thing in particular greatly influences worker engagement – employer empathy. Defined as “the ability to experience and relate to the emotions or experiences of others,” empathy plays a critical role in employee happiness, engagement, and productivity.
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(Empathic Leadership) How to Be an Empathetic Leader 

(Empathic Leadership) How to Be an Empathetic Leader  | Empathy in the Workplace | Scoop.it

Cultivating empathy as a leadership skill allows you to create bonds of trust. It gives you insight into what others are feeling and thinking, and it helps you understand their reactions. At its foundation, empathy informs your decision making by sharpening your perceptions and intuition.

So, getting back to my client, here are the tips I shared with him about being empathetic without being perceived as weak:

 

  • Truly listen. Empathetic leaders don’t just listen but truly listen.
  • Don’t interrupt. Empathetic leaders know how easily distractions can affect the quality of listening. A
  • Be fully present. When an empathetic leader speaks with someone,
  • Leave judgment behind. Even when the feelings of others are in direct opposition to their own, empathetic leaders don’t judge
  • Watch body language. Empathetic leaders understand that nonverbal communication can say more about what you are thinking than any words. 
  • Encourage the quiet ones. In meetings, there are always two or three who do most of the talking.
  • Take a personal interest. Empathetic leaders have genuine curiosity about the lives of those who work for them

 

 

Lolly Daskal

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In Defense Of Empathy: Your Most Valuable Business Skill  

In Defense Of Empathy: Your Most Valuable Business Skill   | Empathy in the Workplace | Scoop.it

For those wondering how they can build their emotional intelligence, many possess the skill already, though they may undervalue it and consequently don’t incorporate it into their everyday work life. The good news is that it’s something that can be developed. In many ways, empathy in the workplace starts with awareness. Paying attention to this skill as a leader, listening to what it tells you, and positioning yourself to better utilize this skill is very important.

 

 

When you encounter a situation, read the signs, which can mean paying attention to facial expressions and body language. Understand the situation by listening to what the other person is saying and react to the situation in a way that shows you care.

Empathy yields a power that is often underestimated and underutilized. When tapped properly, it can help you build and grow your business in ways you may never have dreamed or expected.

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(Empathic Leadership) A Project by Shannon Weber

(Empathic Leadership) A Project by Shannon Weber | Empathy in the Workplace | Scoop.it

Leading with Empathy

Leading from the heart is the true path forward for creating change. Sustaining empathy as we lead requires attention. Awareness of how you engage is your superpower. Learn a framework for leading through crisis and difficult situations. In a fast-paced and competitive world, a wise leader recognizes sustaining self in the face of conflict is not a luxury but a key to thriving.

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(Empathic Leadership) 9 Reasons Teams Love Empathetic Managers

(Empathic Leadership) 9 Reasons Teams Love Empathetic Managers | Empathy in the Workplace | Scoop.it

If we want to succeed in life or in business, we cannot do this with any depth or longevity if we’re not empathic.

 

Empathy is what gives life meaning.

It allows us to be open, and to tolerate points of view that differ greatly from our own. When we are empathic towards others, we are better equipped to understand, soothe, communicate, bond and develop long-lasting successful connections.

 

At its base, success is a function of trusting, dependable and dynamic relationships.

  • 1. They recognize feelings.
    2. They have an ethical identity.
    3. They always consider the needs of others.
  • 4. They have a moral intention.
  • 5. They're calm.
  • 6. They're kind.
  • 7. They are always thinking “us.”
  • 8. They take risks for the team.
  • 9. They have a strong desire to make a difference.

Sherrie Campbell
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Andrea Ross's curator insight, March 30, 2:48 AM

Some find it more natural to show empathy than others so this article will be good for those that struggle in this arena. It's really just being "real" isn't it and treating those as you would want to be treated? For those on the managerial/leadership journey this is worth a read. Also check out a pocket sized book "Emotional Intelligence Empathy" by Harvard Business Review - good read. 

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(Empathy at Work) The Role Of Empathy In CX And On Teams

(Empathy at Work) The Role Of Empathy In CX And On Teams | Empathy in the Workplace | Scoop.it
This opens people up to the listening and curiosity that breed empathy. Only when our daily work environment reflects this collective intuition will empathetic products and services become the norm. We, for one, look forward to that day!

Below are some great links to more deeply explore the role of empathy in CX and on teams:
  • A useful three-part model for building empathy at the product, team, and organisational levels 
  • The Empathy Index: How more human companies outdistance their competitors
  • A blog post from our archives on how to design organisations to support diversity
  • How empathy can produce breakthrough innovation – just ask ZipCar and Apple
  • Ask ‘Who Do Your Customers Want To Become’ to move beyond customer-centricity
  • An eye-opening talk by MIT’s Joy Buolamwini on how to combat bias in code and algorithms 

 

 

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(Empathic Leadership) Too Much Of A Good Thing: Tips On Avoiding the Dangers Of Unchecked Empathy

(Empathic Leadership) Too Much Of A Good Thing: Tips On Avoiding the Dangers Of Unchecked Empathy | Empathy in the Workplace | Scoop.it

Empathy is essential for a leader, so how can too much be dangerous? A leader can’t lead effectively without a highly developed capacity for empathy. The ability to get out of your own mental framework and put yourself in other peoples’ shoes is essential for impactful communication, crisis management, business strategy, sales and marketing and successful business relationships.

 

Advice on building this and other soft skills associated with emotional intelligence is flooding the popular business literature.  However, it’s equally important to know when to stop being empathic. 

 

Prudy Gourguechon 

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(Empathy at Work) The Empathy Economy: Emotional Intelligence in Customer Service

(Empathy at Work) The Empathy Economy: Emotional Intelligence in Customer Service | Empathy in the Workplace | Scoop.it

On the surface, the concepts of empathy, conversations, and emotion seem simple and natural, but the nuances of effective interactions are quite complex. Good communication relies heavily on how words are spoken, not simply the actual words spoken.


Emotional intelligence for better communication..


Human emotion in the enterprise
Understanding emotional subtleties is important for businesses, as customers’ emotional states can have a significant impact on a brand’s success. According to a recent Cogito survey conducted by Frost & Sullivan, 93 percent of consumers say interactions with a customer service agent impact their perception of a company. Further, 80 percent of customers believe a personalized experience is crucial to their satisfaction...

 

Augmenting human empathy with A.I...

Empathy for better business

..

...,By combining the best capabilities of humans and machines, the service industry will be a prime example for how human-aware and human-empowering technology can help brands deepen and evolve trusting relationships with their customers.

more...
No comment yet.
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Fostering a Culture of Empathy in the Workplace

Fostering a Culture of Empathy in the Workplace | Empathy in the Workplace | Scoop.it
When you boil down every piece of advice you’ve ever gotten as a leader, the common theme is empathy. Empathy when delivering bad news to your teams. Empathy when giving praise and feedback. Empathy when dealing with your own boss when you disagree with their decisions.

Empathy separates a good workplace from a great one and research has shown that the correlation between empathy and leadership performance was stronger than any other skill.

Unfortunately, when the going gets tough—missed revenue goals, acquisitions, blown deadlines, downsizing, layoffs—empathy isn’t always the first thing on people’s minds. Leadership doesn’t always come naturally. It’s something you have to work toward. You have to recognize the opportunities to show and demonstrate empathy. Because it’s your responsibility as a leader to foster that culture of empathy and guide your team when things get tough.

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2018 State of Workplace Empathy Executive Summary

2018 State of Workplace Empathy Executive Summary | Empathy in the Workplace | Scoop.it

It seems almost like empathy is the new black. And, with good reason. It’s an important trait in successful, high-performing organizations.

At Businessolver, empathy has been part of our values from the beginning. That’s one of the reasons we’ve been actively studying it for several years. We’re gratified that empathy is getting so much attention recently, and we’re excited to share this year’s results.

Read the Workplace Empathy Executive Summary for high-level insight into how CEOs, HR pros, and employees all view empathy, especially when it comes to HR and benefits. You’ll even find a list of action steps to improve the “empathy quotient” in your organization.

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2017 Workplace Empathy Monitor | Executive Summary | Businessolver

 
https://info.businessolver.com/hubfs/businessolver-workplace-empathy-monitor-2017.pdf

 

Businessolver’s second annual Workplace Empathy Monitor studied nearly 2,000 U.S. employees, HR professionals and CEOs to evaluate the state of empathy in American workplaces. And what we found was scary: Despite the big business benefits of empathy, employees and employers alike say their organizations just aren’t empathetic. 

Download Businessolver’s full Workplace Empathy Monitor to learn more. In this report, you’ll learn:

The current state of empathy in U.S. businesses, and why empathy is critical to bottom-line success
How senior leadership and employees differ in their perception of empathy and empathetic behaviors
Why empathy is critical in multigenerational workforces
The behaviors – and benefits – that exhibit empathy
And more!

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State of Workplace Empathy

State of Workplace Empathy | Empathy in the Workplace | Scoop.it
Empathy has solidified its position as a core workplace value that impacts culture, innovation, productivity, and profit


Eighty-seven percent of CEOs believe a company’s financial performance is tied to empathy in the workplace, as do 79 percent of HR professionals. Eight in 10 employees, HR professionals, and CEOs agree an empathetic workplace has a positive impact on business performance. In fact, majorities in all demographics of employees responded that empathy motivates workers and increases productivity.

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What Marketers Should Know About Artificial Empathy

What Marketers Should Know About Artificial Empathy | Empathy in the Workplace | Scoop.it
What Is Artificial Empathy?
Artificial empathy isn’t quite robots with feelings, but its goal is to detect and respond to human emotions. It is distinct from, but related to, artificial intelligence: You can think of artificial intelligence as the umbrella tech that encompasses many different branches of development, including artificial empathy.

Many people at the forefront of artificial empathy believe it’s a crucial step in the evolution of artificial intelligence, not just for creating a fully intelligent robot, but also for people to have greater acceptance of such robots.

But even without the physical form most of us associate with robots, artificial empathy is being woven into everyday life already, like automotive systems in your car and apps on your phone.
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'Feminine' Leadership: Why More Men Should Practice Empathy In The Workplace

'Feminine' Leadership: Why More Men Should Practice Empathy In The Workplace | Empathy in the Workplace | Scoop.it
People need to feel a deeper sense of belonging, where they feel that they matter and that there’s someone at work who cares about them.

 

When we think about those historical communities we mentioned earlier, we see that those existed in a time when, traditionally, there was more empathy. There was more emphasis on thinking about others, about family, and a greater sense of love.

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Why Compassion in the Workplace is a Competitive Advantage

Why Compassion in the Workplace is a Competitive Advantage | Empathy in the Workplace | Scoop.it
When did compassion in the workplace get so big, and is it sustainable?
There have always been companies that have operated with compassion and care as guiding principles. When exactly these practices became part of the much bigger conversation they are today is harder to pin down.

 

No doubt technology and social media played a big part in the transition. Regardless of whether people wanted it or not, the internet lifted the veil and gave transparency to the ways many companies operate. Good leadership and bad leadership were brought to light in equal measure, and organizations were forced to manage how internal operations looked to the outside world.

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(Empathic Leadership) 8 motivational quotes that show empathy is the key to great leadership

(Empathic Leadership) 8 motivational quotes that show empathy is the key to great leadership | Empathy in the Workplace | Scoop.it
As these motivational quotes show, being truly empathetic can be the key to unlocking the secrets to being a great leader.

 

The most powerful tool that determines a leader’s success is his/her ability to empathise. It is the tool that inspires and motivates people to believe and follow someone, to pledge their loyalty and their trust.

 

The ability to recognise and share the feelings of others is what differentiates a good leader from a great one. Whether leading a small startup team, a big multinational, or a country, the emotional connect is the key to the leader’s success. Here are some inspirational quotes that show how successful leadership is about the heart, and not just the mind:

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Social entrepreneurship is rooted in empathy

Social entrepreneurship is rooted in empathy | Empathy in the Workplace | Scoop.it

Philosophers have long wrestled with the word empathy as early as in Greek antiquities. During their day, some have proposed that the abstract concept has an association with gaining knowledge, a prized pursuit for these wisdom lovers. Hence, the amount of time and attention some philosophers have put on learning the science behind empathy.

Only recently has the concept been highlighted as a factor influencing social entrepreneurs. A social enterprise, after all, aims to strike a balance between doing business and improving the social and environmental conditions in their community. Several studies have suggested that emphatic people ponder more on what they can contribute to social change rather than count their margins. Empathy, then, could be the driving force behind social entrepreneurs to give the unprivileged access to opportunities and solutions to their problems.

“We have long known that empathy plays a big part in social entrepreneurship, especially in comparison to traditional entrepreneurship, which tends to have a self-oriented motivation,” said Dr. Elisa Alt, co-author of a study published in the Journal of Business Venturing. Dr. Alt is also a senior lecturer in Strategy and Planning at Anglia Ruskin University.

 

Sharon Harris

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One Doctor’s ‘Empathy Project’ Helps Him Get To Know Patients Beyond Their Charts | 90.5 WESA

One Doctor’s ‘Empathy Project’ Helps Him Get To Know Patients Beyond Their Charts | 90.5 WESA | Empathy in the Workplace | Scoop.it
Dr. Howard Grill, a cardiologist with Excela Health, is the creator the Empathy Project. Last year, as part of the project, he started taking portrait photographs of willing patients and recording short interviews, where the participants share pieces of their life story — like where they were born, or what they did for work.

"I wanted to try to find out what makes some of the patients tick, and what their stories are," said Grill. "And I think that’s something that would help myself and other doctors relate to our patients in a better way."
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(Empathic Leadership) Empathy Is The New Black 

(Empathic Leadership) Empathy Is The New Black  | Empathy in the Workplace | Scoop.it
Why is empathy a critical leadership skill?

1.Empathy encourages dialogue and connection between leaders and employees. It is an opportunity for leaders to build trust and develop authentic relationships with the employees that they lead. “The path to gaining respect is paved with knowledge and empathy” – Evan Brown

2.Through empathy, leaders will gain a greater awareness and understanding of the needs of their employees – what drives them, what motivates them, and what they value most. If leaders understand their what motivates their employees, how they want to be treated, what is important to them – personally and professionally, leaders will be in a better position to guide, inspire and motivate their employees and teams.

3.Empathy creates an opportunity for leaders to see, hear, understand and explore problems through the employee’s eyes. It is a further opportunity for leaders to remove barriers or help employees to navigate challenging situations.

4.In negotiations, empathy helps you to understand what motivates the other side – understanding what drives the other side, what’s less important to them and why is key to determining which concessions to make and where to hold your ground. Using empathy can lead to win-win outcomes in negotiations.

5.Empathetic leaders are viewed as better performers. When researchers at the Centre for Creative Leadership looked at a sample of over 6,700 leaders from 38 countries they found that “empathy is positively related to job performance. Managers who show more empathy toward direct reports are viewed as better performers in their job by their bosses.”

Saira Gangji

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