Empathy in the Workplace
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International Journal of Work Organisation and Emotion (IJWOE) - Inderscience Publishers

International Journal of Work Organisation and Emotion (IJWOE) - Inderscience Publishers | Empathy in the Workplace | Scoop.it

International Journal of Work Organisation and Emotion
2012 Vol. 5 No. 2
Special Issue on Connections, Emotions, Empathy: How Can We Conceptualise and Use Affect and Emotions in Qualitative Health Research?

 

 

Enhancing empathic skills in clinical practice: a linguistic approach
Gabrina Pounds

 Abstract: It is widely acknowledged that clinical empathy in medical consultation practice is instrumental in delivering positive patient outcomes...clinicians' use of empathy may be enhanced through appropriate sensitisation...

 

Different strategies have been used to promote the use of empathy but studies indicate that physicians still perceive "a gap in communication skills training particularly in managing emotional and behavioural reactions to patients". Although some reference is made in current consultation skills manuals to the communicative dimensions of empathy, they do not provide a systematic overview of typical linguistic realisations and none of the existing rating scales focuses specifically and explicitly on verbal formulations.

 

The aim of this paper is to discuss how a linguistic framework may be used to reinforce the teaching of empathy within current consultation skills training and thereby improve clinical practice.

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(Empathy at Work) Why Training in Empathy is Crucial to Business Success

(Empathy at Work) Why Training in Empathy is Crucial to Business Success | Empathy in the Workplace | Scoop.it

 

2. What traits/behaviours distinguish someone as empathetic?
Empathy requires three things: listening, openness and understanding.

Empathetic people listen attentively to what you’re telling them, putting their complete focus on the person in front of them and not getting easily distracted. They spend more time listening than talking because they want to understand the difficulties others face, all of which helps to give those around them the feeling of being heard and recognised.

Empathetic executives and managers realise that the bottom line of any business is only reached through and with people. Therefore, they have an attitude of openness towards and understanding of the feelings and emotions of their team members.

3. What role does empathy play in the workplace? Why does it matter?
When we understand our team, we have a better idea of the challenges ahead of us.

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(Empathy at Work) 'More empathy means more profit': why the business world is getting emotional

(Empathy at Work) 'More empathy means more profit': why the business world is getting emotional | Empathy in the Workplace | Scoop.it

When the chief executive of Microsoft writes a book about empathy, it’s no surprise that business leaders around the world pay attention. “It’s a value I have learned to deeply appreciate and is something I talk about a lot,” Satya Nadella said at an event to publicise his book, Hit Refresh. “I think of it as not just a nice-to-have, but core to the innovation agenda in the company.”...

 

The danger with introducing empathy training, Parmar says, is that it can be used as a large sticking plaster that ignores an underlying unempathetic culture. “It’s not the first thing you should do,” she says, adding that businesses also need to make a real assessment of where they are now. “Most people are empathetic … [but] it’s the environment, the culture, the processes, the policies. It’s real change in organisations that actually makes a difference for the people that work there.”

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(Empathy At Work) Here Is How You Can Use Empathy to Improve Your Workplace

(Empathy At Work) Here Is How You Can Use Empathy to Improve Your Workplace | Empathy in the Workplace | Scoop.it

4 Ways to Build Empathy in Yourself to Improve Your Workplace  
Psychologist Marcia Reynolds provides four ways to build empathy:

  • Be quiet, inside and out.
  • Fully watch as well as listen.
  • Ask yourself what you are feeling.
  • Test your instinct.


You can also apply these four ways at work. Here’s how to apply each one in your workplace.


Be Quiet, Inside and Out
If your brain is constantly going, going, going, it’s hard to stop and see and feel what is going on around you in the workplace. Often, when things get busy, and you get stressed, you can forget your own feelings, let alone the feelings of others.

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(Empathic Leadership) Empathy Is An Essential Leadership Skill -- And There's Nothing Soft About It

(Empathic Leadership) Empathy Is An Essential Leadership Skill -- And There's Nothing Soft About It | Empathy in the Workplace | Scoop.it

I get tired of hearing about “soft skills,” even when it’s acknowledged they are important. No less a hard-muscled body than the U.S. Army, in its Army Field Manual on Leader Development (one of the best resource on leadership I’ve ever seen) insists repeatedly that empathy is essential for competent leadership.

 

Why?  Empathy enables you to know if the people you’re trying to reach are actually reached.  It allows you to predict the effect your decisions and actions will have on core audiences and strategize accordingly.  Without empathy, you can’t build a team or nurture a new generation of leaders.  You will not inspire followers or elicit loyalty. Empathy is essential in negotiations and sales:  it allows you to know your target’s desires and what risks they are or aren’t willing to take.

 

Prudy Gourguechon 

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Begoña Pabón's curator insight, January 2, 3:47 AM
No importa como la queramos definir..la empatía sigue siendo una de las competencias fundamentales y esenciales del liderazgo del siglo XXI 
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(Empathic Leadership) Empathy Is An Essential Leadership Skill -- And There's Nothing Soft About It

(Empathic Leadership) Empathy Is An Essential Leadership Skill -- And There's Nothing Soft About It | Empathy in the Workplace | Scoop.it

I get tired of hearing about “soft skills,” even when it’s acknowledged they are important. No less a hard-muscled body than the U.S. Army, in its Army Field Manual on Leader Development (one of the best resource on leadership I’ve ever seen) insists repeatedly that empathy is essential for competent leadership.

 

Why?  Empathy enables you to know if the people you’re trying to reach are actually reached.  It allows you to predict the effect your decisions and actions will have on core audiences and strategize accordingly.  Without empathy, you can’t build a team or nurture a new generation of leaders.  You will not inspire followers or elicit loyalty. Empathy is essential in negotiations and sales:  it allows you to know your target’s desires and what risks they are or aren’t willing to take.

 

Prudy Gourguechon 

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Begoña Pabón's curator insight, January 2, 3:47 AM
No importa como la queramos definir..la empatía sigue siendo una de las competencias fundamentales y esenciales del liderazgo del siglo XXI 
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(Empathy at Work) The Five Benefits of Workplace Empathy – Bryan Weinert 

(Empathy at Work) The Five Benefits of Workplace Empathy – Bryan Weinert  | Empathy in the Workplace | Scoop.it

In the workplace, empathy is beyond beneficial. It increases collaboration, boosts productivity, makes your clients happy, encourages people to be their best selves, and brings the best leader out of you.

 

Let’s see how the big E works.

 

  1. Fuels Collaboration
    When working with a team, it’s important that you’re able to identify the verbal and non-verbal queues of your team members when it comes to decision-making, suggestions, and/or communicating. Based on a study conducted by Google called Project Aristotle, it has been validated that the most successful groups or starts-up have two key characteristics. Here it is from the study itself: 
        “Reading Emotions 
       Sharing the Floor 
  2.  Boosts Productivity...
  3. Elevates Customer Satisfaction...
  4.  Improves Cultural Competence..
  5. Builds Leadership..

 

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The Empathy Code : Satya Nadella - Reader's Digest

The Empathy Code : Satya Nadella - Reader's Digest | Empathy in the Workplace | Scoop.it

Today, empathy is shaping the culture within Microsoft and ushering in a revival of the global tech giant with a current market value of $593.15 billion. 

 

A World of Empathy
Even as a busy CEO, Nadella is always searching to understand people's thoughts, feelings and ideas. Being an empathetic father, he says, makes him a better leader. The medical technology around Zain's room was "a reminder that our work in Microsoft transcended business, that it made life itself possible for a fragile young boy", he says.

At a company hackathon, empathy, coupled with new ideas, helped create technology that assists people with ALS and cerebral palsy to have greater independence. At home Zain, the music fan, has a Windows app that allows him to control his music. With Nadella at Microsoft's helm, there's been a groundswell of innovations globally where computing can be used in improving lives. He believes empathy will become even more valuable in the world "where the torrent of technology will disrupt status quo like never before". His passion is to put empathy at the centre of everything he pursues -- products and new markets, to employees, customers and partners.....

"I discovered that recognition of these universal predicaments leads to universal empathy."...

Is it possible for individuals and organizations to learn empathy? 
I fundamentally believe so. Empathy for me is not abstract. It is a concrete and important need for us at a human level: one of the things that's helped me grow as a human being. Would I have had as much empathy for people with disabilities if it were not for what happened to me with my children? 

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Jose Luis Yañez's curator insight, November 30, 2017 4:22 AM
The Empathy Code : Satya Nadella - Reader's Digest
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(Empathic Leadership) A New Type of Leader is Emerging in Silicon Valley

(Empathic Leadership) A New Type of Leader is Emerging in Silicon Valley | Empathy in the Workplace | Scoop.it

Not long ago, Microsoft CEO Satya Nadella would have been a standout among tech leaders for his strong belief in empathy and non-combative communication.

His predecessor, Steve Ballmer, had a “big, brash and bullish”personality that more closely fit the stereotypical CEO profile. Over at Apple, the late Steve Jobs’ famous impulsiveness and autocratic style gave him a mystique that some admired, but often left his own employees terrified. Then came another type of Silicon Valley leader, bringing with them the toxic bro culture personified by Uber founderTravis Kalanick.

 

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Empathy, life's experiences define one's success: Nadella

Empathy, life's experiences define one's success: Nadella | Empathy in the Workplace | Scoop.it

Empathy' and 'learning from life's experiences' are mantras that Microsoft's India-born CEO Satya Nadella feels play a crucial role in determining the success of individuals and organisations.
The tech titan is in India on a two-day visit to promote his book 'Hit Refresh'.


In a free-wheeling chat with former cricketer Anil Kumble, Nadella talked about his love for cricket, the importance of empathy and its significance in personal and professional lives.

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(Empathy in Business) Cultural Transformation at Microsoft: "Building an Empathetic Culture"

(Empathy in Business) Cultural Transformation at Microsoft: "Building an Empathetic Culture" | Empathy in the Workplace | Scoop.it

Building an Empathetic Culture

His philosophy is based on the power of deep empathy for other people.  His son Zain was born with cerebral palsy, and the challenge forced him to change the way he looks at relationships, both at home and at work.  “Ideas excite me.  Empathy grounds and centers me,” he says.  What is the power of empathy?

  • Empathy improves team work:
    His team needed to deepen their understandings of one another, and to connect their personal philosophies to their jobs.  He wanted them to connect as people, not cubicle drones.

  • Empathy helps open the mind:
    With empathy, the mind opens to thinking about other people’s perspectives.  In a Wall Street Journal interview, he said, “The business we are in is to meet the unmet, unarticulated needs of customers.  And there’s no way you’re going to do that well without having empathy and curiosity.”

  • Empathy helps you admit mistakes and move on:
    Empathy lets you step back, reflect, and change directions (re-fresh).  We all need to hit the re-fresh button occasionally.  Re-fresh is not a destructor of the old.  Bill Gates in the Foreword for the book stresses that re-fresh actually keeps some things while replacing others.


By Terence Brake


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(Empathic Leadership) 5 Ways to Lead Your Business with Empathy 

(Empathic Leadership) 5 Ways to Lead Your Business with Empathy  | Empathy in the Workplace | Scoop.it

Empathy is not what you think it is. Too often we describe empathy as being warm and fluffy. Empathy is incorrectly used interchangeably with care, sympathy and compassion. Empathy might share some traits, but it is an all together different and more powerful tool than these, especially in business.

If you are in an industry that talks to, services or sells stuff to humans, you need empathy as a capability in your tool kit. Business strategist and empathy expert for Empathic Consulting, Daniel Murray shares 5 ways you can use it to build happier clients, employees and drive business success.

 

  • 1. EMPOWER YOUR PEOPLE TO EXPLORE...
  • 2. EMBRACE EMOTIONS...
  • 3. BE A CURIOUS LEADER...
  •  4. TRULY CUSTOMER CENTRIC...
  • 5. HARNESS THE POWER OF COMMUNITIES...
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(Empathic Design) (Empathic Leadership) A Challenge to Leaders: A Day of Empathy 

(Empathic Design) (Empathic Leadership) A Challenge to Leaders: A Day of Empathy  | Empathy in the Workplace | Scoop.it
This is what empathy is all about. Not just sympathy for someone else’s circumstances, but the deep intuition for what it feels like to live their lives. When they sign up to follow a child for a full day during the week, these school leaders are clearing their calendars to commute to school, attend classes, and eat lunch alongside their students to see the entire school experience through their eyes.

The organizers of the challenge — IDEO, the Stanford d.school, and the Hewlett Foundation — are providing resources to help school leaders, who are asked to hack potential solutions where they find a need during their days as students.

There’s a big idea here for all of us who play a leadership role (and most of us do in some way lead others) — to try shadowing our own “student” for a day. Of course, it doesn’t have to literally be a student, per se, but someone who you may have responsibility for, someone whose daily work life you haven’t experienced.

 

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How to be Empathetic Towards Your Employees ?

How to be Empathetic Towards Your Employees ? | Empathy in the Workplace | Scoop.it
Empathy is one of the essential skills required for effective leadership in the workplace. It simply means the capacity to understand or feel what another person is experiencing from within the other person's frame of reference. It is really important for employers and managers to cultivate this skill. When employees observe that their manager understands their feelings, it automatically creates a bond of trust between them. If they trust you, they will take more effort to push themselves out of their comfort zone.

The yearly Empathy Index released by 'The Empathy Business', a consultancy based in London, focuses on companies that are successfully creating empathetic cultures. In the 2016 Global Empathy Index, out of total 170 companies, 8 Indian companies were there in the bottom 20 of the list.

 

 

 .Nidhi Singh 

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3 Simple Ways to Increase Empathy at Work 

3 Simple Ways to Increase Empathy at Work  | Empathy in the Workplace | Scoop.it

If you want to move up the career ladder, it is not enough to have great technical abilities or know how. You need to have personal skills as well. 

 

 

  • Listen to Them: Listen to others very carefully. Don’t just listen for the sake of listening. Listen with an open heart and mind. Only in this way, you can understand the entire message the other party is trying to communicate. Pay attention to their tone of voice and body language. Really try to feel what the other person is talking to you. What is important for them? Step outside for a minute and try to understand their perspectives. This can be very helpful for you especially, if you are discussing a divisive topic. You don’t need to agree on everything the other person says but it is important to see their points.

  • Treat Others Nicely: “Treat others the way you would like to be treated”. Be nice to people and smile at them. Don’t forget that good manners and kindness always win in relationships. If you treat others nicely, you will soon notice that they will also treat you the same way. In this way, you can build a healthy relationship with your coworkers. For example; if you are going to give a birthday gift or bring a gift to the Yankee swap game, think about whether the person receiving this gift likes it or not. Rather than picking out something you like, try to think the feelings of the other party and shop accordingly.

  • Turn the Tables:
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(Empathic Marketing) How empathy for clients can set you apart  

(Empathic Marketing) How empathy for clients can set you apart   | Empathy in the Workplace | Scoop.it
What is empathy-driven marketing? 

Empathy is the ability to put yourself “in someone else’s shoes” to understand how they see things. For architects this involves being attuned to a client’s concerns, hopes and fears—both spoken and unspoken. When framing communication and marketing strategies for your firm, an empathy-driven approach can more clearly distinguish you from the many firms that vaguely claim they listen and collaborate. Empathy also means caring enough to interview clients long before they create their selection criteria and being in a position to influence those criteria.        

Use empathy to triumph over apathy

When I conduct interviews with clients to understand why they choose one top design firm over another, they tend to talk about the working relationship. For example, they cite “someone who cares about my obsessions as a client, not just their obsessions,” and they praise the architect who “has our best interests at heart,” or the firm that “shows they really care about us.”
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(Empathy at Work) 4 Ways Leaders Can Help Their Company’s Culture Thrive 

(Empathy at Work) 4 Ways Leaders Can Help Their Company’s Culture Thrive  | Empathy in the Workplace | Scoop.it
Some employees just aren’t into their jobs. But with the right approach, business leaders can improve their corporate culture and motivate employees to perform at their highest capacity, says Kerry Alison Wekelo, managing director of human resources and operations for Actualize Consulting and author of

 

2. Practice effective communication.

Communication isn’t just about what you say, it’s how well you listen. You want to be an active listener. That means you not only hear the words the other person is saying, but you try to understand the complete message that’s being sent. To achieve that, you should practice empathy, focus your attention, show you are listening through both verbal and non-verbal responses, suspend judgment, ask questions and verify that you correctly understand the other person’s message.

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3 Things Improv Comedy Taught Me About Starting a Business

3 Things Improv Comedy Taught Me About Starting a Business | Empathy in the Workplace | Scoop.it

Always say "Yes, and..."
It's the first lesson in Improv 101 and the foundation of all good improv: When in doubt, say "Yes, and..." to the new ideas your scene partner puts on the table. Acknowledge the reality of the scene you're in, whether you created it or not, and accept it as the basis on which you'll build something new. The same principle holds true in business. The best entrepreneurs pay close attention to the realities of their industries, then say, "Yes, and..." to build from there.

 

Develop customer (and audience) empathy

Play the long game

 

By: Robert J Moore

 

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(Empathy at Work) The Economics of Empathy 

Sophie Wade explains how empathy has been missing from the corporate world and is now a key characteristic of leadership. Find out how much it already impacts your company and how it will determine the future success of your business.

 

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Jose Luis Yañez's curator insight, December 25, 2017 3:33 PM
(Empathy at Work) The Economics of Empathy
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The Power of Practicing Empathy at Work

The Power of Practicing Empathy at Work | Empathy in the Workplace | Scoop.it
On the other hand, “being empathetic shifts the focus away from you and allows others to be heard.” Here are a few ways that practicing empathy can help your business relationships thrive, including in the global business world, according to the authors:

1. You can adapt your problem-solving approach to get the best results for everyone. Not everyone processes issues at work in the same way. “If your colleague needs to understand the big picture first, you can start with that,” the authors write. “If another member of your team needs to understand first why something is important, you can start with that.”
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Empathy in Business Relationships – Turning Friends and Followers into Real Relationships

Empathy in Business Relationships – Turning Friends and Followers into Real Relationships | Empathy in the Workplace | Scoop.it
Empathy in Business
Evidence of the relevance of empathy to business is outlined in the article on the Mind Tools blog called, “What’s Empathy Got to do with It?”

There are numerous studies that link empathy to business results. They include studies that correlate empathy with increased sales, with the performance of the best managers of product development teams and with enhanced performance in an increasingly diverse workforce. A few of these studies can be viewed on the site of The Consortium for Research on Emotional Intelligence in Organizations.

The fact that empathy is an important component of effective relationships has been proven: In studies by Dr Antonio Damasio (outlined in his book: “Descartes’ Error: Emotion, Reason, and the Human Brain.“), medical patients who had damage to part of the brain associated with empathy showed significant deficits in relationship skills, even though their reasoning and learning abilities remained intact.
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Jose Luis Yañez's curator insight, November 22, 2017 4:27 AM
Empathy in Business Relationships – Turning Friends and Followers into Real Relationships
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Empathy in the Workplace - What Does it Look Like?

Empathy in the Workplace - What Does it Look Like? | Empathy in the Workplace | Scoop.it
In my experience, out of all of the EQ components, empathy tends to be the most misunderstood and, therefore, underutilized component. That is too bad, because empathy is the most easily coached and it’s easier to model empathetic behavior compared with developing the other components.

What does empathy look like in the workplace?
Empathy is defined as accurately perceiving and understanding another person’s emotional state and responding accordingly. Sometimes, people view empathy as primarily relating to understanding when people feel sad (closer to sympathy). When, in fact, empathy involves the whole range of emotions. And remember, people do have the whole range of feelings at work. Understanding that someone may be feeling angry, vulnerable, proud, protective, nervous, happy etc can be invaluable to you as you consider how to best communicate with them.
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good post
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(Empathic Marketing) Empathy, the new obsession for brands

(Empathic Marketing) Empathy, the new obsession for brands | Empathy in the Workplace | Scoop.it

Jafri talked about cognitive, emotional and compassionate empathy. Explaining the concepts, she said cognitive empathy is the ability to appeal to customer's values and morals, while emotional empathy is the ability to appeal to your customer's emotions and feeling.

 

She added that compassionate empathy is the ability to appeal to the customer's sense of right and wrong. 

"The goal is to evoke emotions," further said the speaker. 

 

 Ali Osman

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(Empathy in Business) Cultural Transformation at Microsoft: "Building an Empathetic Culture"

(Empathy in Business) Cultural Transformation at Microsoft: "Building an Empathetic Culture" | Empathy in the Workplace | Scoop.it

Building an Empathetic Culture

His philosophy is based on the power of deep empathy for other people.  His son Zain was born with cerebral palsy, and the challenge forced him to change the way he looks at relationships, both at home and at work.  “Ideas excite me.  Empathy grounds and centers me,” he says.  What is the power of empathy?

  • Empathy improves team work:
    His team needed to deepen their understandings of one another, and to connect their personal philosophies to their jobs.  He wanted them to connect as people, not cubicle drones.

  • Empathy helps open the mind:
    With empathy, the mind opens to thinking about other people’s perspectives.  In a Wall Street Journal interview, he said, “The business we are in is to meet the unmet, unarticulated needs of customers.  And there’s no way you’re going to do that well without having empathy and curiosity.”

  • Empathy helps you admit mistakes and move on:
    Empathy lets you step back, reflect, and change directions (re-fresh).  We all need to hit the re-fresh button occasionally.  Re-fresh is not a destructor of the old.  Bill Gates in the Foreword for the book stresses that re-fresh actually keeps some things while replacing others.


By Terence Brake

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(Empathy at Work)  20 Ways to Improve Empathy at Work [Infographic]

(Empathy at Work)  20 Ways to Improve Empathy at Work [Infographic] | Empathy in the Workplace | Scoop.it
Empathy can be a powerful tool for building positive work relationships.

However, empathy doesn’t come easily for everyone. That means potential conflicts with your colleagues, damage to your reputation, and perhaps also a negative impact on your productivity. Worse yet: if you’re not empathetic to your coworkers, they might wind up disliking you. And that makes for a long day at the office.

Empathy and Work Relationships

If you’re worried that your capacity for empathy might hinder your work relationships, don’t worry. After all, there are things you can do to hone your empathic skills and improve your relationships.

This infographic from GetCRM helps you discover ways to practice empathy in your everyday life. It could be as easy as reading an emotional book or engaging a deeply philosophical conversation. Whatever you
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(Empathic Leadership) High-Resolution Leadership: Is Empathy Boss

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

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

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

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

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