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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(Empathic Leadership) Applied empathy: a revolutionary approach to leadership

(Empathic Leadership) Applied empathy: a revolutionary approach to leadership | Empathy in the Workplace | Scoop.it
In details, empathy is about understanding and about seeing the perspective of others. It isn’t at all about being soft or weak and has nothing to do with sympathy. Take a look at the most successful examples of empathy.  First, Satya Nadella, CEO of Microsoft has used empathy to revive the falling company.

 

He didn’t only bring the company out of impending doom, but also significantly increased market value. And he did all that by transforming the mindset of Microsoft and its people from ego to empathy. Second, Michael Ventura, CEO of award winning agency Sub Rosa, used the same concept of empathy to solve complex problems of his clients.

 

They worked with General Electric (GE) on solving the problem of women’s fear of going to their mammography appointment. With empathy, they created a space for these women to share their experiences and through this, were able to solve the problem.

 

Both Nadella and Ventura proved that empathy isn’t a passing fad – it is a lifestyle that you as a business leader must live and inspire your people to live. Empathy can be practised in many different ways and it can be used to solve problems. 

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How to Boost Your Empathy Factor at Work with author, Marie Miyashiro  

How to Boost Your Empathy Factor at Work with author, Marie Miyashiro   | Empathy in the Workplace | Scoop.it
Marie Miyashiro is an author, keynote speaker and trainer/consultant, specialised in bringing empathy into the workplace.

 

Her book, The Empathy Factor – Your Competitive Advantage for Personal, Team, and Business Success, has been translated into four languages. In this conversation, we talk about why empathy is so important, the ways to bring empathy into the workplace, which companies and industries are getting onboard with her vision and much more.

 

 

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How to Boost Your Empathy Factor at Work with author, Marie Miyashiro
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Chapter 2: Practice Makes Perfect: Real-World Examples of Empathy at Work

Chapter 2: Practice Makes Perfect: Real-World Examples of Empathy at Work | Empathy in the Workplace | Scoop.it
For some businesses, empathy-driven customer initiatives provide the building blocks for their own internal policies. At Cariloop, a Dallas-based startup that created a support platform for caregivers, empathy was already baked into its business model. The company’s health care coaches routinely spend hours speaking with its members, many of whom care for loved ones while holding down full-time jobs. Jason Osburn, the company’s chief empathy officer, makes a habit of sitting in on these calls—and taking notes.

“I learn so much just by observing them, and I am able to turn around and apply it internally to how I work with my teams and with the company as a whole,” says Osburn, who frames his role in the tech-inspired terms of user experience. In addition to the minutiae of app design, he’s concerned with the workplace experience of Cariloop’s employees.
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Chapter1: 21st Century Leadership Starts With Empathy

Chapter1: 21st Century Leadership Starts With Empathy | Empathy in the Workplace | Scoop.it
Can empathy be the strategic advantage to help your company win the battle for talent?

 

At the heart of the workplace, there is an empathy gap—a disjunction separating leaders and workers, men and women, and the various generations making up the current workforce. A resounding majority of employees (around 92 percent)1 believes empathy remains undervalued in the workplace, and they’re increasingly willing to leave their current employer for one that makes it a priority. In a job market where 64 percent of workers view job-hopping as a beneficial career move,2 leaders must find a way to attract the talent they need while preserving the talent they have. It all begins with empathy.

 

“If you lack empathy, you cannot effectively coach, manage or lead your workforce,” says Signe Spencer, a client research partner at Korn Ferry Institute, a thought leadership center within the executive search firm. “If you’re a leader and you don’t understand your people, it’s like shooting at a target blindfolded. Most of the time you’re going to miss.”

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In My Feelings About Empathy as a Marketing Strategy

In My Feelings About Empathy as a Marketing Strategy | Empathy in the Workplace | Scoop.it
HOW TO DO EMPATHY MARKETING
We've established that empathy requires you to put yourself in another's shoes, and that cognitive empathy requires you to consciously take on that person's perspective. Here's how to use those concepts to create an empathetic marketing strategy:

1. DEVELOP CUSTOMER PERSONAS
To understand your customers and what appeals to them, you need to know who they are and what makes them tick. Developing customer personas involves asking and answering questions about your customers' background, demographics and key identifiers. Here is a snapshot of a sample customer persona from HubSpot:
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How To Have Empathetic And Emotionally Smart Kids

How To Have Empathetic And Emotionally Smart Kids | Empathy in the Workplace | Scoop.it
Teach Them Empathy Through Awareness of How Others are Feeling
Spending time talking to your kids about the emotions of others is a great way to build a foundation for developing empathy. Empathy plays an important role in emotional intelligence.

When your child talks about something happening at school to someone else, for instance, ask them to imagine how that person felt. If something happened to someone you know, don’t forget to demonstrate empathy when talking about it in front of your kids.

Accept and Encourage Your Child’s Emotions
Feelings are neither right nor wrong, they are just what they are, feelings! Everyone is entitled to their feelings, including your child. Always encourage them to express their feelings through questioning.
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Empathy: Why Executives Need It, Where It Comes From And How To Get It

Empathy: Why Executives Need It, Where It Comes From And How To Get It | Empathy in the Workplace | Scoop.it
A great deal of what drives behavior is emotional and unconscious. Being human means being emotional, and emotions are either activating relational solutions (empathetic front brain) or survival control based in ego (nonempathetic back brain). Evaluating one’s ability to sustain a highly functioning relational brain, guarding against manipulative survival tactics, is paramount for executive leaders. As leaders learn to empathize with employees, they activate chemical maps cultivating empathy and productivity.

For the person who received empathy in their developmental years, it’s natural to empathize with others. They don’t know they’ve been given empathy through experience, and sustaining this higher reasoning is natural. Others can increase their empathy quotient (EQ) for accurate self-perception and stay outside the box.
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Google Spent Years Studying Successful Teams. Here's the 1 Thing That Mattered Most

Google Spent Years Studying Successful Teams. Here's the 1 Thing That Mattered Most | Empathy in the Workplace | Scoop.it

how do you build bridges of trust?
Here's a sample of nine habits and behaviors you can practice to build trust between yourself and others:

1. Listen carefully. 
Listening has become a lost art. Many fall into the trap of simply "taking turns" speaking; as one person speaks, the other is already thinking about what they're going to say next--without truly listening to the other person's thoughts, ideas, and feelings. 

Remember that listening is about learning. When others speak, resist the urge to judge, to interrupt and share your experience, or to try and solve a problem. Instead, strive to understand. 

2. Show empathy. 
Empathy is made up of three parts: cognitive, emotional, and compassionate.

Through careful listening (see point 1 above), you can understand how another person thinks and feels.

The next step is the most difficult: emotional empathy, or the ability to share another person's feelings. To do this, ask yourself: When have I felt similar to what this person has described? How can I relate to that feeling?

For example, if someone is struggling, don't think to yourself: "Well, I've had to struggle before, too. They just need to toughen up!" Instead, think of a time when you severely struggled, to the point you couldn't accomplish what you wanted. This helps you relate to the other person.

Now you're ready to show compassionate empathy--by taking action to help however you can. 

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 (Empathic Leadership) 3 Powerful Benefits That Come From Empathy In Leadership

 (Empathic Leadership) 3 Powerful Benefits That Come From Empathy In Leadership | Empathy in the Workplace | Scoop.it
Getting clear on what empathy in leadership is all about

But first, let’s be clear about what empathy is. Most of us have probably heard the phrase of “walking in someone else’s shoes” and this is essentially what empathy refers to in the context of leadership. Namely, empathy in leadership is about understanding the realities our employees face. Of making them feel heard and understood [Share on Twitter].

Now in my experience working with leaders across Canada and the US, what I’ve found trips most leaders up is that they conflate understanding the challenges and obstacles their employees face with now having an obligation to do something about it. And this is why many of them pull back because they know in most cases, they don’t have the time and resources to address the concerns of each and every employee.
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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 

Contributor

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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.

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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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5 Reasons empathy is the most important leadership skill

5 Reasons empathy is the most important leadership skill | Empathy in the Workplace | Scoop.it

BY HARVEY DEUTSCHENDORF 
According to studies carried out by Development Dimensions International (DDI), empathy is the biggest single leadership skill needed today. 

 

According to Richard S. Wellins, senior vice president of DDI, “Being able to listen and respond with empathy is overwhelmingly the one interaction skill that outshines all other skills.” Other research has backed up DDI findings. Dianne Crampton at Gonzaga University found that “Empathy is a universal team value that promotes high commitment and cooperation in the workplace.

 

Here are five reasons that empathy is becoming the number one leadership skill:

1. YOUR STAFF WILL BE MORE LOYAL

2. YOUR STAFF WILL BE MORE ENGAGED

3. YOUR EMPLOYEES WILL WORK BETTER WITH EACH OTHER

4. YOUR STAFF WILL BE HAPPIER

5. EVERYONE WILL BE MORE CREATIVE

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How to Boost Your Empathy Factor at Work with author, Marie Miyashiro 

Marie Miyashiro is an author, keynote speaker and trainer/consultant, specialised in bringing empathy into the workplace. Her book, The Empathy Factor - Your Competitive Advantage for Personal, Team, and Business Success, has been translated into several languages.

 

In this conversation, we talk about why empathy is so important, the ways to bring empathy into the workplace, which companies and industries are getting onboard with her vision and much more. Meanwhile, you can comment and find the show notes on minterdial.com.

 

If you liked the podcast, please take a moment of your precious time to go over to iTunes to rate the podcast. 

 

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State of Workplace Empathy

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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Chapter 3: The Business Case for Empathy: It Starts at the Top

Chapter 3: The Business Case for Empathy: It Starts at the Top | Empathy in the Workplace | Scoop.it
According to Businessolver’s report, the business case for empathy is already evident to most C-suite leadership. In fact, 87 percent of CEOs believe empathy has a substantial impact on their company’s financial performance. Case in point: 90 percent of employees state they’re more likely to stay with a company that understands and empathizes with their needs—a sentiment that drives down turnover and reduces their employer’s hiring spend. 

The challenge lies in aligning leadership’s perception of what constitutes empathy with their employees’ often divergent points of view. If one were to ask CEOs whether they believe their companies are empathetic, the vast majority—92 percent, in fact—would say yes. Ask the same question of their employees, however, and only 78 percent would answer in kind.2
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Leaders practice empathy - Empathy is the most important instrument in a leader’s toolbox.

Empathy is the most important instrument in a leader’s toolbox.

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Digital transformation, with empathy - a change management view

Digital transformation, with empathy - a change management view | Empathy in the Workplace | Scoop.it
Change management needs practical empathy
People often feel threatened by change or feel that technology will make their job less secure. As well as empathy, there must be a practical response to those fears too, advises Tyler:

I am lucky to be a very empathetic person, but when I sit down with somebody and they’re in tears because they’re afraid they’re going to lose their job because they can’t keep up, to me, that’s the risk factor of a change where you can say, ‘Okay, how do we address that? Is it training? Is communication, is it repositioning that resource?’
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How Medication Affects Empaths and Sensitive People

How Medication Affects Empaths and Sensitive People | Empathy in the Workplace | Scoop.it
How medication affects empaths and sensitive people is more intense than you may think.  Since many empaths experience chronic sensory overload, anxiety or depression, conventional physicians often send them to psychiatrists for medication.

In “The Empath’s Survival Guide” I discuss empaths, their bodies, and health. It’s important for sensitive people to listen to the wisdom of their bodies. Many physicians go straight to antidepressants and anti-anxiety medications when treating empaths, but, in general, initially I recommend not using them with such sensitive souls. Sometimes, my patients just need to be kinder to themselves and make certain adjustments which make their lives easier.
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How Embodying Empathy Will Improve Your Leadership Skills  

How Embodying Empathy Will Improve Your Leadership Skills   | Empathy in the Workplace | Scoop.it
Michael Ventura, entrepreneur and CEO of award-winning strategy and design practice Sub Rosa, shares three things he hopes readers take away from reading his book, Applied Empathy. For more on author Michael Ventura visit http://www.simonandschuster.com/authors/Michael-Ventura/2142280932

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Employ Empathy at your Office

Employ Empathy at your Office | Empathy in the Workplace | Scoop.it
Danny Leffel, the CEO of the communications app CREW states “The empathy for the teams that you lead, empathy for the workers that are here, it’s such a shortcut in so many ways to being a more effective leader because you understand what’s going on and so I think that’s a really important quality.”

 

Building individual and collective empathy can really build stronger teams, stronger products and happier clients. These are a few of our top tried and tested ways to build empathy in your office:

Individuals, not just groups: Whether you are in a leadership position at work, or you are dealing with customers, speak to your people as if they are individuals, not just a group of people for you to deal with. Use their names when talking to them, ask questions about them and what they need. Find small ways to appreciate them and connect with them. 

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 (Empathic Leadership) 3 Powerful Benefits That Come From Empathy In Leadership

 (Empathic Leadership) 3 Powerful Benefits That Come From Empathy In Leadership | Empathy in the Workplace | Scoop.it
Getting clear on what empathy in leadership is all about

But first, let’s be clear about what empathy is. Most of us have probably heard the phrase of “walking in someone else’s shoes” and this is essentially what empathy refers to in the context of leadership. Namely, empathy in leadership is about understanding the realities our employees face. Of making them feel heard and understood [Share on Twitter].

Now in my experience working with leaders across Canada and the US, what I’ve found trips most leaders up is that they conflate understanding the challenges and obstacles their employees face with now having an obligation to do something about it. And this is why many of them pull back because they know in most cases, they don’t have the time and resources to address the concerns of each and every employee.
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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.

more...
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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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