Empathy in the Workplace
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Empathy in the Workplace
International News about Empathy in the Workplace - for more see CultureOfEmpathy.com
Curated by Edwin Rutsch
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(Empathic Leadership) Why leaders' empathy is vital to morale and retention

(Empathic Leadership) Why leaders' empathy is vital to morale and retention | Empathy in the Workplace | Scoop.it
When people feel unappreciated, they leave. Empathy results from listening intently to your employees and responding accordingly. Here’s what you, as a boss, should know.
By Harvey Deutschendorf  
 June 15, 2017
 
Increased empathy promotes employees’ well-being, commitment and motivation, increasing the organization’s efficiency, productivity and success. Top executives must realize that greater leader empathy is not simply a soft skill, but rather an essential tool for keeping their organization competitive and successful.
 

OVERVIEW
==============
Summary:
 Discusses the benefits of empathy for leaders
Definition:
  • listening intently
  • responding accordingly
Benefits:
  • - decrease in absenteeism
  • + leadership attribute.
  • +Team building
  • + employee retention
  • + staff engagement
  • + collaboration among team members
  • + job satisfaction
  • + new Ideas and creativity
  • + well-being,
  • + commitment and motivation,
  •  + efficiency, productivity and success.
 Blocks: 
Training:
Author:   
  • Harvey Deutschendorf
  • June 15, 2017
References:

 

 

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(Empathic Leadership) Is Empathy Boss?

(Empathic Leadership) Is Empathy Boss? | Empathy in the Workplace | Scoop.it
Successful leadership is defined by a single ingredient: it’s mastering successful conversations. By looking at the relationship between interaction skills and job performance, it’s easy to see why empathy is so important.
 
“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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 (Empathy at Work) empathy, collaboration, work place teams, integrated clarity®, business success  

"The Empathy Factor in Organizations" ~ keynote speech, CrossKnowledge Leadership Conference, Paris, France Sept. 2016.

Before empathy in the workplace was popular, Marie Miyashiro named it as a critical skill for the 21st century workplace. Since the publication of "The Empathy Factor," Marie delivers uncommonly authentic and practical keynote talks around the world as an internationally recognized thought leader in the field of human connection at work.
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(Empathic Marketing)  How To Connect With Your Customers 

(Empathic Marketing)  How To Connect With Your Customers  | Empathy in the Workplace | Scoop.it
What inspired you to start writing and talking about empathy recently?

What I’ve found is as I talk to senior executives – I have a good story I think we could maybe get to it a little bit later on – but a typical conversation for me might involve, “Hey. This digital world and content marketing, and creating content for customers – we think we get it. Now we need to figure out how to do it.”

Often, I find someone in a position of power (with their arms folded) asking challenging questions like, “Well, how’s this going to help us sell more stuff?” I co-authored a book called The Content Formula, to specifically address this sort of results-based question, which was, how do you show ROI from this approach? In the book, I talk about how you can show a better return on investment with marketing that focuses on delivering content people want.
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(Empathic Leadership) Do business leaders really need empathy?

(Empathic Leadership) Do business leaders really need empathy? | Empathy in the Workplace | Scoop.it

Putting yourself in someone else's shoes can leave you vulnerable to bias.

But there’s actually something of a debate on about this. While the likes of Barack Obama speak of an ‘empathy deficit’ that needs to be resolved, and ITV chairman Peter Bazalgette writes of its virtues in his book The Empathy Instinct: How to Create a More Civil Society, others are not convinced.

Yale psychologist Paul Bloom, for instance, calls empathy a terrible moral guide in his book Against Empathy: The Case for Rational Compassion. For him:

‘Empathy is biased, pushing us in the direction of parochialism and racism. It is short-sighted, motivating actions that might make things better in the short term but lead to tragic results in the future. It is innumerate, favouring the one over the many. It can spark violence; our empathy for those close to us is a powerful force for war and atrocity towards others. It is corrosive of personal relationships; it exhausts the spirit and can diminish the force of kindness and love.’

 

by Adam Gale

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(Empathy at Work) Workplace Empathy Monitor 2017 | Businessolver

(Empathy at Work) Workplace Empathy Monitor 2017 | Businessolver | Empathy in the Workplace | Scoop.it
WHY EMPATHY?

It’s a challenging time for U.S. businesses. On top of an incredible amount of political, economic, and societal change, employers continue to struggle to effectively engage employees.

According to the 2017 Workplace Empathy Monitor, empathy – understanding employees’ feelings and needs to drive a better workplace experience – is the key to not only driving employee engagement, but also retention and productivity.

While employees, HR pros, and CEOs all agree say empathy is undervalued and must improve among U.S. businesses, a persistent – and  growing – “empathy gap” exists between CEOs and employees. That gap creates challenges in employee engagement, and ultimately affects the bottom line.
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What is Employee-Level Empathy and What Can Your Company Do to Achieve it?

What is Employee-Level Empathy and What Can Your Company Do to Achieve it? | Empathy in the Workplace | Scoop.it

Employees talk about two different types of empathy at work — corporate empathy and employee empathy. Corporate empathy is how the company shows compassion for outside initiatives such as social causes, volunteer programs and environmental conservation. Most companies are aware that having a social cause is important to employees.  

I say, pick a volunteer position, a mentorship, a charity or a cause that you feel passionate about and give it as much time as you can. Even if it’s 3 hours a week, that’s 156 hours of your help by the end of the year! – Lisa McCann, The Engine is Red.
But what about the employees’ everyday experiences at work?  While employees appreciate and expect corporate causes, they also desire a spirit of empathy inside the work environment from the top down.

 

This means that the leaders of the organization need to manage and lead through a lens of empathy, where the employee’s well-being and concerns are taken into account during the decision-making process.

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donhornsby's curator insight, May 30, 2017 9:45 AM
Managers should set a tone and find a balance between people and profits. When managers take others’ feelings and opinions into account throughout the workday, they build a deeper connection with their colleagues. This leads to stronger loyalty and trust, which are the building blocks for improved retention and employee advocacy.
 
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(Empathic Leadership) 4 Tips for Leadership Development to Build Empathy Skills

(Empathic Leadership) 4 Tips for Leadership Development to Build Empathy Skills | Empathy in the Workplace | Scoop.it

A lot of what we talked about and came up with was based on academic research, best practices coming from the consulting world, and the real-world experiences of the participants. Here are four practical tips for leadership development to build empathy toward others:

What does the other person think and feel?...

What is the other person hearing?...

What is the other person seeing?...

What is the other person saying and what is that other person actually doing? (Are they consistent?)

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(Empathic Leadership) How learning empathy can help build better community projects in Africa

(Empathic Leadership) How learning empathy can help build better community projects in Africa | Empathy in the Workplace | Scoop.it

Empathy is one of the most important skills any leader can have. A huge 2015 research project across 38 countries found that empathy makes leaders more effective and their businesses more successful.  

But how do you teach empathy? How can it be cultivated in students who will become leaders in future? And could it be done in a way that foregrounds ancient, indigenous knowledge and practices which might have been sidelined by colonialism?...

 

It’s these kinds of contextual considerations that have informed my work with Unicef in a design thinking programme that focuses on empathy and respecting indigenous knowledge...

 

That’s where instilling empathy comes in: organisations need an empathetic mindset that leads to better understanding not just of what the problem is, but also what caused it in the first place.

 

That’s what informed my ongoing design thinking programme with Unicef. It’s a customised programme that helps train organisations in design thinking. I’m working with Unicef Malawi and some of its partners – and developing empathy forms a big part of the course.

Empathy in design thinking

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(Empathy At Work) ATD 2017 International Conference & Exposition Conference Directory

(Empathy At Work) ATD 2017 International Conference & Exposition Conference Directory | Empathy in the Workplace | Scoop.it
We hear a lot about empathy these days, and many of us consider ourselves highly empathetic people, especially individuals working in healthcare.

 

But what about the times you're overextended, bone-tired, or just aren't feeling it? In this session, we'll focus on empathy as a skill, not just a feeling.

 

We'll practice simple, yet highly effective techniques to authentically demonstrate empathy to patients, customers, co-workers, trainees, direct reports, and even family members.

 

Participants will leave with the ability to deliberately and strategically use empathy to ease tensions, de-escalate high emotions, gain alignment, build relationships, improve outcomes and even save time. No matter what you do, if there are people involved, this session has something for you.

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#EmpathyAtWork - Rewards multiply with workplace empathy

#EmpathyAtWork - Rewards multiply with workplace empathy | Empathy in the Workplace | Scoop.it
Managers who listen to their employees, consider their concerns and adopt a caring attitude see increased morale, productivity and retention. (Partner content)
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(Empathy @Work) Businessolver Finds Workplaces Still Lack Empathy

(Empathy @Work) Businessolver Finds Workplaces Still Lack Empathy | Empathy in the Workplace | Scoop.it

Businessolver, a leader in SaaS-based benefits administration technology, today released data that shows American workplaces severely lack empathy, even though a culture of empathy improves employee retention and productivity. The conclusions are from the 2017 Businessolver Workplace Empathy Monitor, an industry-first study of workplace empathy.

 

Released today, the findings reveal that only 49 percent of U.S. employees rate organizations as empathetic. Further, 85 percent believe empathy is undervalued by U.S. businesses, a 5 percent increase from the 2016 data.

While empathy may be challenging to exhibit, business health depends on it, Businessolver finds. The Workplace Empathy Monitor reveals that empathy can foster retention and drive productivity: 77 percent of employees say they’d work longer hours for an empathetic employer, and 60 percent say they would take a lower salary from an empathetic employer. Empathy is particularly critical to Millennials: nearly 80 percent say they would change jobs if their current employer became less empathetic, compared to 66 percent of Baby Boomers. 

 

(May 18, 2017)

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(Empathic Marketing) Why Empathy Marketing Is Your Future 

(Empathic Marketing) Why Empathy Marketing Is Your Future  | Empathy in the Workplace | Scoop.it
Understanding customers—their likes, dislikes, concerns, and sources of joy—is paramount for marketing success but is often elusive. This type of customer centricity requires that marketers pay attention not just to what customers say, but also to their emotions across the customer experience journey.

 

Marketing organizations that rely solely on demographics, life stages, or purchase channels miss an opportunity to build deeper connections with customers.

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 (Empathy at Work) Strengthening Workplace Relationships Through Empathy & Emotional Intelligence  

Gaining greater insight into our colleagues’ lives allows decision making to include more purposeful diversity of thought, background, and ways of working. It’s so easy to judge others if you don’t understand them.

 

But if you imagine what it’s like to be in their shoes, it paves the way for more respect, collaboration and team productivity. It may take more time up front, but in the end, having and using emotional intelligence with others allows for a more civil, dynamic, productive and welcoming work environment for employees and customers.

 

 

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(Empathic Leadership) Why leaders' empathy is vital to morale and retention

(Empathic Leadership) Why leaders' empathy is vital to morale and retention | Empathy in the Workplace | Scoop.it
Empathy is more than just a feeling; it’s a professional asset.


According to recent studies conducted by Development Dimensions International, empathy is today’s top leadership attribute.

“Being able to listen and respond with empathy is overwhelmingly the one interaction skill that outshines all other skills,” says Richard S. Wellins, DDI senior vice president.

Dianne Crampton at Gonzaga University concurs: “Empathy is a universal team value that promotes high commitment and cooperation in the workplace. Becoming aware of the importance of their leaders developing empathy, companies are responding with sending their leaders to empathy training.”

 

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(Empathy Training) Is empathy training the next evolution of corporate professional development?

(Empathy Training) Is empathy training the next evolution of corporate professional development? | Empathy in the Workplace | Scoop.it

The role of empathy at work

When people put aside their differences and their biases, they are better able to work together towards a common goal. Thom Markham, PhD founder and CEO of PBL Global and best-selling author, explained the relationship between empathy and employee performance outcomes. Learning success, he said, is often tied to measurable behavioral changes.

For example, teachers in traditional education evaluate students based on ability to follow the rules and perform well on tests. However, empathy takes learning to a much deeper level, and is observable by the way in which individuals are able to self-reflect and then see others with greater clarity. 

"The workplace is the perfect environment in which to practice empathy,” 

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(Empathic Leadership) 5 Reasons Empathy is Becoming the Number One Leadership Skill

(Empathic Leadership) 5 Reasons Empathy is Becoming the Number One Leadership Skill | Empathy in the Workplace | Scoop.it

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

  • Increased Employee Retention
  • Increase in Staff Engagement
  • Increased Collaboration Between Team Members
  • Increase in Job Satisfaction and Decrease in Absenteeism
    Increase in Bringing Up New Ideas and Creativity
     

Increased empathy of management in any organization results in many benefits to the well-being, commitment and desire for staff to give their best. This is a win-win situation for all concerned as the final outcome is an increase in efficiency, productivity and success of an organization. As rising numbers of studies come to this conclusion, businesses will increasingly come to realize that greater leader empathy is not some feel good, soft skill, but rather an essential tool that their leaders will need to keep their organization competitive and successful.

 Harvey Deutschendorf 


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(Empathic Marketing) The Empathy Effect: How building relationships can better your brand

(Empathic Marketing) The Empathy Effect: How building relationships can better your brand | Empathy in the Workplace | Scoop.it
Despite this, many brands consistently put the emphasis on logical reasoning in their communications – concentrating on ‘this dress is cheaper that one’ – rather than selling the way that a dress can make you feel, which is so much more powerful.

But selling a feeling is difficult.

To do so you’ve got to understand the thoughts, needs, aspirations and emotions of the buyer. You’ve got be empathetic.

Whilst the capacity to empathise is often considered the preserve of humans, that doesn’t have to be the case.
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(Empathy at Work) Is SAP Empathy Promise Enough to Regain Customer Trust?

(Empathy at Work) Is SAP Empathy Promise Enough to Regain Customer Trust? | Empathy in the Workplace | Scoop.it
Last year McDermott noted, customers wanted clarity on the roadmaps and a more integrated SAP to the S4/HANA nucleus with the line of business and the network assets that SAP owns. 

“We’re making sure when we keep a promise we deliver a promise and we’re really good for it,” he said. “That’s what empathy is about. Because we can say whatever we want, but if the customer doesn’t feel it, if they don’t see it, it doesn’t matter.”
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SAPVoice: Customers First: Feel The Empathy

Wired for Empathy

Interestingly, although we live in a dog-eat-dog, highly competitive world that sometimes appears focused on personal greed, there is growing scientific evidence that we, as humans, are wired for empathy.

Years ago, scientists studying specific nerve cells in macaque monkeys’ prefrontal cortexes found that that specific cells fired when the monkeys threw a ball or ate a banana. Then they discovered that these same cells fired when a monkey watched another performing these acts - the brain of the monkey observer reacted just as if it had tossed the ball itself.

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(Empathy at Work) Developing Skills to Understand Other People

(Empathy at Work) Developing Skills to Understand Other People | Empathy in the Workplace | Scoop.it
Using Empathy Effectively

To start using empathy more effectively, consider the following:

Put aside your viewpoint, and try to see things from the other person's point of view.
When you do this, you'll realize that other people most likely aren't being evil, unkind, stubborn, or unreasonable – they're probably just reacting to the situation with the knowledge they have.

Validate the other person's perspective.
Once you "see" why others believe what they believe, acknowledge it. Remember: acknowledgement does not always equal agreement. You can accept that people have different opinions from your own, and that they may have good reason to hold those opinions.

Examine your attitude.
Are you more concerned with getting your way, winning, or being right? Or, is your priority to find a solution, build relationships, and accept others? Without an open mind and attitude, you probably won't have enough room for empathy.
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(Empathy at Work) Why 'systems and empathy' is the future for agencies

(Empathy at Work) Why 'systems and empathy' is the future for agencies | Empathy in the Workplace | Scoop.it

Leadbetter describes 'systems and empathy' as the two categories of ingredients that combine to make brilliant cities:

Systems for process, methods, reliability, scale, efficiencies and uniting disparate components with a common purpose.
Empathy as in affinity, human connection, insight, and rapport - in order to understand, come together, find common ground, share and exchange.


A lack of systems leads to chaos, and a lack of empathy leads to incompatibility, discord, coldness. Perkin's simple chart (below) visualises this dynamic.

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(Empathic Leadership) Why the Empathetic Leader Is the Best Leader

(Empathic Leadership) Why the Empathetic Leader Is the Best Leader | Empathy in the Workplace | Scoop.it
It’s All About Empathy
Sinek says researching his latest book has even changed the way he conducts his own life and business. “The lesson I’m learning is that I’m useless by myself. My success hinges entirely on the people I work with—the people who enlist themselves to join me in my vision. And it’s my responsibility to see that they’re working at their best capacity.”

Empathy—the ability to recognize and share other people’s feelings—is the most important instrument in a leader’s toolbox, Sinek believes. It can be expressed in the simple words, “Is everything OK?”

It’s what effective leaders ask an employee, instead of commanding “Clean out your desk” when he or she starts slacking off. It’s what you ask a client when a once-harmonious relationship gets rocky. “I really believe in quiet confrontation,” Sinek says. “If you had a good working relationship with someone and it’s suddenly gone sour, I believe in saying something like, ‘When we started we were both so excited, and it’s become really difficult now. Are you OK? What’s changed?’

 

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