Empathy in the Workplace
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Oracle OpenWorld's Customer Experience Summit Day Two: Understand the Customer #oow

Oracle OpenWorld's Customer Experience Summit Day Two: Understand the Customer #oow | Empathy in the Workplace | Scoop.it
Oracle's first annual Customer Experience Summit featured plenty of advice like when to hire a chief customer officer and how to create empathy with customers.

 

It's Hard to Talk People into the Idea of CXM as being Important
This is where the idea of empathy comes into play. It's easier for people to understand their customers if they can see things from the customer's point of view. It turns out many businesses see customer interactions simply as pain points, and that simply is not always how customers see things.


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

This is where the idea of empathy comes
into play. It's easier for people to understand
their customers if they can see things
from the customer's point of view. 
========= 

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Empathy in the Workplace
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To Empathy Cafe Magazine Front Page

To Empathy Cafe Magazine Front Page | Empathy in the Workplace | Scoop.it

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You’re on top of the game. Thanks for shraing.
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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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(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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(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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(Empathic Leadership) Is Empathy Boss? Empathy Still Matters: In Every Way

(Empathic Leadership) Is Empathy Boss? Empathy Still Matters: In Every Way | Empathy in the Workplace | Scoop.it

No matter what your favorite definition of leadership is (there are 462 million Google® entries), we believe it’s largely dependent on a single ingredient: mastering successful conversations. By the end of each day, leaders likely have had multiple conversations with a range of their constituents. Each of these interactions will collectively determine their ultimate success as a leader.

For more than four decades, DDI has been developing millions of leaders in a set of eight interaction skills. These fall within two broad categories: providing structure to conversations (practical skills) and engaging others (personal skills). While all the skills are critical, we wanted to determine which have the highest impact on overall performance for early stage leaders and whether this conclusion would vary based on the purpose of the conversation.

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(Empathic Leadership) Is Empathy Boss? Empathy Still Matters: In Every Way
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(Empathic Leadership) Forbes: Become A Better Leader Through Self-Empathy

(Empathic Leadership) Forbes: Become A Better Leader Through Self-Empathy | Empathy in the Workplace | Scoop.it

There are many different leadership styles and qualities that make a good leader, but people tend to be most attracted to and influenced by leaders who are empathetic.

 

Start With Self-Empathy

How we feel about and relate to ourselves directly impacts how we relate to the world and interact with others. We tend to place the blame for difficult feelings, such as anger or jealousy, on the actions of other people or our surroundings. Most people assume that our feelings are the result of other people or external circumstances. However, our feelings actually arise based on whether we perceive our needs as being met.

 

When we perceive our basic human needs, including our need to be acknowledged and respected, as being addressed, we're content. When we perceive that they aren't being met, or that they are being under-addressed, that's when feelings of frustration, anger, sadness and jealousy emerge.

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What is the role of empathy in technology — and what should it be?

What is the role of empathy in technology — and what should it be? | Empathy in the Workplace | Scoop.it
DESCRIPTION
Mark Zuckerberg recently acknowledged that Facebook has “a responsibility to do more, not just to connect the world but to bring the world closer together.”


This strategic move comes at a critical point in time, where exponential technological progress begins to raise pressing questions about the future of our collective wellbeing.


In a world defined by relationships and connectivity, have we undervalued empathy as a key skill and currency?


Should empathy be a metric for grounding our technological progress in fairness and humanity?


Join a provocative discussion with social entrepreneurs and technology thought leaders who are asking these very questions and are already taking steps to re-calibrate major systems (like education) with empathy at the center.


Agenda:
6:00pm - 6:30pm Registration and Networking
6:30pm - 6:45pm Introduction by The Hive & Ashoka
6:45pm - 7:45pm Panel Discussion and Q&A
7:45pm - 8:15pm Wrap-up and Networking

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(Empathic Leadership) Why empathy is a core leadership skill

(Empathic Leadership) Why empathy is a core leadership skill | Empathy in the Workplace | Scoop.it
Leaders who inspire us invest in us. They value different perspectives, form authentic connections, and motivate teams to do their best work.

 

Leadership is about relationships.

A Gallup poll asked more than 10,000 Americans the same questions above. If your description is anything like theirs, then the leaders who influence you have more than technical skills; they have a well developed ability to connect with others. The responses revealed four themes:

 

* Human connection drives success....

Empathy is a skill that takes practice....

  - Give yourself a break....

  - Establish empathy as a norm...

 

Interested in cultivating a culture of empathy in your workplace? CivCom provides customized training and resources. 

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(Empathic Marketing) Empathy Is the Secret to Writing That Sells, According to Science

(Empathic Marketing) Empathy Is the Secret to Writing That Sells, According to Science | Empathy in the Workplace | Scoop.it

Can activating mirror neurons make your writing more effective?

 

Writing aimed at driving sales often takes an emotional angle--it taps into feelings of happiness, of sadness, or relief.  It evokes empathy, and makes the reader feel an emotional response that suits the sales objective. Think about recent ads you've seen for pet food. The copy was probably aimed at reminding you of how much you love and adore your pet, right? That's a writer tapping into empathy--which primes you for the sales pitch.

It's like a one-two punch: Activate emotion, present solution.

Empathy and Neuroscience
The reason for that, according to researchers, is because emotional writing impacts intent to buy--and that writing to evoke empathy can be as much as three times more effective. But what causes that emotional response is best described by a neurological process.

 

By Kaleigh Moore

 

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(Empathic Team Building) Dysfunctional Team? It Could Be an Empathy Problem

(Empathic Team Building) Dysfunctional Team? It Could Be an Empathy Problem | Empathy in the Workplace | Scoop.it
Empathy Makes Teams Work
Because empathy is about understanding other people’s perspectives, it enables us to be much, much more effective team members and problem solvers.

...
When team members don’t have enough empathy for each other, it’s hard for them to work collaboratively and find the right path forward. What’s more, a lack of empathy can lead to disagreement, frustration, and ill feelings

 

 BY: GREG WILLIAMS

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(Empathic Marketing) Three Stories of Empathy in Content Marketing

(Empathic Marketing) Three Stories of Empathy in Content Marketing | Empathy in the Workplace | Scoop.it

Empathy starts with a deep understanding of your audience, gained by social listening, interviews, and persona-building. But you can have a deep understanding of your audience and still fail to tell the stories that will engage them. When you use the insight you have to tell a story that resonates, that’s empathy in action.


Here are three types of empathetic stories you can tell in your content, complete with examples from brands who got it right. Note these types of stories all go beyond the intersection of person and brand—they consider people beyond the small data point where they become customers.

 

Put the “Path” in Empathy

Content marketing requires putting the empathy you have for your audience to a constructive purpose. When you empathetically tell the story they need to hear, you can help lead them to the place they need to go. And that place just happens to be—thanks to your smart targeting and thorough research—where your solution is the best answer.

 

How do you put empathy in action in your marketing efforts? Let me know in the comments.

 

Joshua Nite

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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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(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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(Empathic Leadership) Is Empathy Dead? How Your Lack Of Empathy Damages Your Reputation And Impact As A Leader

(Empathic Leadership) Is Empathy Dead? How Your Lack Of Empathy Damages Your Reputation And Impact As A Leader | Empathy in the Workplace | Scoop.it
Empathy is a critical aspect of empowering leadership. Is your lack of empathy hurting you as a leader and a manager?

 

Ever since I studied renowned humanist psychologist Carl Rogers’ groundbreaking work on empathy during my Master’s degree program in Marriage and Family Therapy, I was deeply struck by the power of empathy to improve lives, build meaningful connections, and develop leaders.

 

In my executive coaching work too, I see that empathy is something that we humans today vaguely understand is important, but very few of us have been trained or taught how to cultivate empathy in our lives and work as a daily practice.

 

Kathy Caprino ,

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(Empathic Leadership) How Empathic Concern Helps Leaders in Crisis

(Empathic Leadership) How Empathic Concern Helps Leaders in Crisis | Empathy in the Workplace | Scoop.it
From the research (see below), we know empathy is related to leadership emergence and effectiveness, and empathic leaders have followers who experience less stress and have fewer physical symptoms. Indeed, leaders high in the empathy competency will be more successful at motivating and leading their employees, and helping their employees cope with workplace stresses. They will be more attuned to their customers’ wants, have higher customer satisfaction, and be more innovative.

Empathic Concern in Action…

 

Ann Flanagan Petry is a Positive Organizational Development Consultant, Coach 

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(Empathy @ Work) 7 Benefits of Empathy in the Workplace

(Empathy @ Work) 7 Benefits of Empathy in the Workplace | Empathy in the Workplace | Scoop.it
Let’s get specific. Here’s why empathy in the workplace matters:


1) Empathy is at the core of your mission.
It’s the guiding force behind organizations working to help people. Without empathy, many services that prevent violence, disease, and poverty might fail to exist at all. The ability to understand others' experiences is also vital for businesses committed to delivering high-quality products that meet customers' needs and advance their quality of life. So if empathy is not a priority in service delivery and evaluation, then there might be a disconnect between an organization’s mission and its practices.

 

 2) Empathy boosts productivity...

3) Empathy fuels effective collaboration....

4) Empathy improves cultural competence....

5) Empathy elevates customer satisfaction....

6) Empathy builds leadership....

7) Empathy is a competitive advantage....

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(Empathic Leadership) Practice Leadership Podcast: Empathy Fatigue  

(Empathic Leadership) Practice Leadership Podcast: Empathy Fatigue   | Empathy in the Workplace | Scoop.it
This week, on the EIM Practice Leadership Podcast, Dr. Larry Benz discusses something extremely important that, not only do we all face, but also is normal.  It’s called empathy fatigue.  Each of us, at some point or another, will get burned out in our professions.  This type of burn out isn’t just caused by mundane tasks, as those are necessary, but by not taking enough time to rest.  By not taking enough breaks.  This can, unfortunately, lead to having less empathy for our patients and de-humanizing them.

Larry has some excellent wisdom, advice, and tips on empathy fatigue, how to combat it, and how to re-humanize ourselves and our patients
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(Empathy at Work) Three Steps to Adopt Empathy for Transformation  

(Empathy at Work) Three Steps to Adopt Empathy for Transformation   | Empathy in the Workplace | Scoop.it

Since true transformation is an inside-out process, it requires the emotional and social competency of empathy — creating a mutual connection between people based on understanding how people think, feel, and act.

Let’s clear up three common myths about empathy first.

  • Empathy is not about being soft or nice. It is about being disciplined enough to listen to what really matters to someone by first putting what matters to us aside — temporarily.
  • Second, empathy is not about only listening. Since it is about mutual connection, it is also about having the courage to speak up about what is true for us.
  • Third, empathy is not sympathy. Sympathy happens when we turn our focus to ourselves, instead of remaining curious about what is happening for the other.


f empathy seems too conceptual, think of it as the ability to be curious. Curiosity and judgment cannot exist in the same mental and emotional space within us. When we are intentionally curious, we are exercising our empathy competence. The good news is that everyone already knows how to be curious.

 

 Marie Miyashiro i

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(Empathy @ Work) Empathy: The Solution to Employees’ Engagement Crisis - HR Daily Advisor

(Empathy @ Work) Empathy: The Solution to Employees’ Engagement Crisis - HR Daily Advisor | Empathy in the Workplace | Scoop.it
The Recipe for Empathy
Fostering an empathetic culture isn’t always a seamless process. One of the biggest challenges is closing the “empathy gap”—the difference in how employers and employees define empathy, value it, and demonstrate it. We found that 9 in 10 respondents agree that workplace empathy is important.

Yet, most employees think it’s desperately lacking: Only 49% rate U.S. organizations as empathetic and 85% say empathy is undervalued by U.S. businesses. Further, 80% of employees think that empathy in the workplace needs to evolve, versus 57% of CEOs.

With employee engagement levels steadfastly low and skilled labor in high demand, employers have to do more to recruit and retain top talent, and empathy must be a part of the strategy. Here are three dos and don’ts we’ve found to be successful:
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(Empathy @ Work) Why Lean On just might be the new Lean In

(Empathy @ Work) Why Lean On just might be the new Lean In | Empathy in the Workplace | Scoop.it
And research backs her up:

Research completed by Businessolver, an SaaS-based benefits administration firm, shows that nearly 80% of employees would work more hours and 60% would take a pay cut to work for a more empathetic employer.
  1. The Workplace Empathy Monitor also found that 98% of HR professionals and 92% of employees surveyed said empathetic employers drive retention.
  2. The top 10 companies in the Global Empathy Index 2015 increased in value more than twice as much as the bottom 10, and generated 50% more earnings (defined by market capitalization.)
  3. I know we talk a lot about Millennials and what they look for in a prospective employer. Belinda Parmar, founder and CEO of The Empathy Business, an advocacy agency which publishes the annual 'Global Empathy Index'  and is a leading voice for the inclusion of women in technology, had this to say: 


“Corporate empathy was easy to ignore in the past. But social media and an increasing desire from Millennials for meaning and authenticity at work have turned everything upside down. We, as customers and employees, demand a human face from the companies we interact with. Companies can no longer get away with just providing goods and services. We expect suppliers and employers to deliver their messages with humanity and authenticity — with personality and feeling. In other words, with empathy.”

 

Tara O’Sullivan is the Chief Creative Officer for Skillsoft and SumTotal. 

June 14, 2017

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